Paying game/acer to return a product.

I purchased a laptop cash from game in gateway on the 15th of January 2021. I paid cash it is a very good special.

While charging(both in use and not in use) the laptop does heat up as expected but the charger brick severely overheats. It became a concern long term for me so I became unhappy with the product. I came in and requested a refund at the westwood branch. The guy was very accommodating initially he suggested we book it in. Assess it and thereafter we can try to see what can be done. I was happy with that. So you would see on the 30th of january which I've also documented. There was a booking in for assessment based on the two above mentioned reasons.

On tuesday I get a call from the gentleman saying acer will charge me R1000 to asses the laptop. I need to take it to the branch that I had bought it so that the charge would be wavered. I'm paraphrasing but the calls are recorded on both sides I'm assuming. Anyway I said fine I'll just take it in because now I just dont want to have any issues. I picked it up the past sunday and took it too gateway the next day. Due to convenience that's the only time I was available. I mentioned to two workers and I'm not sure telephonically to call gateway and communicate this with them. Because I dont want to go there and have issues.

I get there. Spoke to two people. They were adamant that no refunds are done on laptops. I said look I wouldnt have went through this running around to be told no at this point. I would have just paid that R1000 at westwood because they seemed more like they were willing to accommodate me despite the charge. So I emailed game. They havent responded. I wanted clarity. Because they were very reassuring that I would not need to pay for anything to be assessed. The gentleman that did suggest this overall was very helpful. I dont know the reasoning but I did not want to impose.

As per the email I'd like clarity on what my options are. I was straightforward in suggesting there is a mechanical issue but I'm also not happy with how its performing while running basic programmes because I'm trying to use it for web development when I start running programmes that are going to be taxing... it will wear alot easier. On spec and demo it works fine but these things can only be determined once we use it. So the item is currently still booked in for assessment. No feedback as yet which is fine. I'm in no rush.

I'd still like clarity on this. Because if the refund option wasnt available. Why was I told telephonically I needed to pay R1000 or take it back to the store I bought it. Because I know I wasnt told there are no refunds on the laptop if I was I would not have bothered to take it back to the store. I only did that to avoid the R1000 payment.

Kindly clarify/rectify this.

I'm not trying to put anyone into disrepute. Game has always been a good shopping place. I intend to still shop there.