Poor AFtersales Service - so so so Poor

On the 14 September, collected on the 15 September 2019 I bought a JVC TV, DSTV Explora, the R9999 Defy fridge, a bookshelf, and barstools. My mother bought these for me and I collected them from Game Midrand (Boulders). This was rather exciting times indeed as I was moving into my own. I have been unpacking and did a bit of travelling I between which has stalled my unpacking somewhat. Yesterday I finally took the stuff out of boxes and assembled what needed to be. It was the first time I would be switching my TV on. To my disappointment, the TV screen is cracked. My brand new TV will not even show the “blue” screen, it’s just cracked. I have just called the Game Midrand store, my thinking was because this stuff I bought is not even more than 3 weeks old, it is still under warranty or guarantee or the like. No one wanted to take my call, firstly as I related my story to the very first point of contact, who, I assume, would have given a bit of a history before transferring the call. I was told I was being transferred to the store manager as nothing can be done for me. I do not understand how or where this warranty fits in then if I take my TV out of the box – screen cracked and I am told that that is my issue? After such a big sale, does customer satisfaction mean nothing to Game? Where is the human element in all this? How could anyone tell another person go throw that big TV away and come back and get another one – which is basically what was told to me – and you say this to a person who has not had this for more than even weeks? Perhaps as customers we are also to blame, perhaps some have told many a white lie, I don’t know – but I have never used this TV. It’s been standing unopened in my house since the day it was brought here. The gentleman who delivered my stuff, whom I had found at the store, was cautious and was not negligent with my stuff – I was there.

In short the manager refused to speak to me – upon hearing the story before coming to at least speak to an otherwise upset and hurt customer – he said he would not be getting involved and would not be taking my call. So I was made to speak to Luyanda (who works at the TVs department), who was helpful, but only with the “we understand your frustration, but there’s nothing we can do brush”. Why do things like these happen that hurt people so? And why do people seem to rejoice in having been of no assistance to the next, celebrators of bad news, why would a whole store manager refuse to speak to a calling customer with a valid complaint? I had found your service so satisfactory – but all this, this has turned that around for me. I wish I had maybe come here to read the reviews first before deciding to get my household stuff from Game. I need help. My TV is cracked. I do not know what might have caused this and that happens sometimes, I’m sure you have experienced that too when there just couldn’t be an explanation – this is where the human element comes in, where we use our discretion from case to case. My TV is still wrapped in its packet, but it will not work and I bought it from Game – I spent close to R25000 that day, surely the least I could get is a manager taking my call or you maybe responding to this. Please can you assist?