Poor Service and Warranty Issues with LG Microwave – Game Stores Welkom

Subject: Poor Service and Warranty Issues with LG Microwave – Game Welkom

On 27 July, I returned my LG microwave to Game Welkom because it stopped heating. Although the microwave itself is past its 2-year warranty, the Inverter Magnetron, which is responsible for heating, is covered by a 10-year warranty. This was a key factor in my decision to purchase the appliance.

On 12 July, I received a call from Game Welkom stating that they would not proceed with a warranty repair due to the microwave’s "expired warranty." I visited the store to point out that, according to the booklet, the Magnetron has a 10-year warranty. They assured me that they would get back to me by 16 August, but that never happened.

On 19 August, I returned to the store to follow up. I was told, again, that the warranty had expired and, shockingly, that the 10-year Inverter Magnetron warranty only covered the ceramic coating inside the microwave. I demanded to speak with the manager. After explaining the situation, the manager appeared clueless and claimed he needed to check whether the warranty was still valid, despite the clear warranty information both in the booklet and on the microwave itself. When I asked why nothing had been done for weeks, he rudely turned his back on me.

I also learned that my microwave had been sitting in the storeroom for weeks without any assessment. When I inquired about the 21-day repair policy, I was told that "providing feedback within 21 days" was sufficient. The manager then said he would check on the warranty and get back to me. He later informed me that I would need to pay for labor, while parts would be covered.

On 22 August, I received a quotation for R850 for "travel and assessment." This was unexpected. On 26 August, I was contacted by a company called Electrocorp, asking if I had paid the R850. I questioned why I had to pay for assessment and travel for a part that is under warranty, and was told someone else would explain—but no one called back.

On 30 August, the manager asked again if I had paid Electrocorp. When I reminded him that I was told I’d only be charged for labor, he had no explanation. Finally, on 5 September, he informed me that a repair fee of R450, in addition to the R850 travel fee, was now required. He blamed these costs on LG, stating that Game has no control over them. But why not be transparent from the start?

It’s clear that Game Welkom has a total disregard for customer service. There is no after-sales support, no efficient process for handling warranty claims, and they seem content to let items sit in storage for weeks without action. The manager, Christo Spies, was rude and dismissive, turning his back when asked for updates. The misinformation about the Inverter Magnetron warranty being just for the ceramic coating appears to be a deliberate attempt to deny valid claims. How many customers have fallen for this deception?

A word of advice: Reputation is everything, and Game Welkom is failing its customers miserably.