Poor Service from Game Store and Hisense

On the 27th of November 2023, I purchased a Hisense fridge online from Game. On the 1st of December 2023, the fridge was delivered at about 15:30 and I was advised to plug and switch it on after 3 hours in order for the gas to settle. At 20:00 I switched on the fridge and went to sleep.

The following Saturday morning I realized that the fridge hadn't cooled, but I had left and was back on Sunday and still the fridge was warm inside.

On Monday morning 4th of December, I called customer service to inform them that the fridge isn't working, provided all the information they requested and they promised a response in 24 to 48 hours. Monday afternoon, a customer service consultant called to follow up on the delivery of the fridge and I had advised that the fridge isn't working and I called in to advise and she stated that it has already been reported and a technician would contact me to come assess the issue with the item for an exchange to be done.

On Wednesday 6th December, I again called to follow up and the consultant informed me that they can see my query has been logged and would be escalating the query as well.

On Thursday 7th December, I followed up again and the customer service consultant advised that the information requested had been incorrect and requested that I send a picture with the serial numbers. This was the 4th consultant I spoke to at this point.

On the 12th of December, I received an email with a job number from Game and I should expect a call from Hisense as one of their technicians would come assess the fridge.

I communicated with them requesting that a technician contact me in order to confirm date and time of when they would be coming as I would be out of town and there was no response.

The Saturday being the 16th of December, a follow up again was made and was advised that the query had been closed and there was no reason for it.

On Monday the 18th December, I followed up to find out what was the reason for the query being closed as the matter was still not resolved and ongoing. I requested to speak to a call center manager and she advised that Hisense had a technician that was booked to come and assess the fridge on the 14th December, but that "person" never came back nor made any contact with me and Hisense would escalate the matter on their side. I took the liberty to call Hisense to find out on my own what was going on on their side and they confirmed that a technician was meant to come assess my fridge on Thursday 15th December but that hadn't happened.

The Tuesday, 19th December. A Hisense technician finally came and assessed the fridge and confirmed it was a factory fault and the fridge would need to be exchanged. There was a new consultant from Game that was assisting with the matter and she had called to follow up and informed her that the technician confirmed it was a factory fault, if they can contact Hisense on their end to ensure that the exchange is fast tracked and completed, I would appreciate that.

Today is the 29th December, I called today again to follow up on the exchange and I'm being told that the exchange has not been finalized and the people handling the matter still need to make a final decision.

To say I'm disappointed does not begin to fathom the blatant and absolute disregard of handling my complaint. It took 6 people (5 consultants and 1 manager) from Game and still the issue has not been resolved.

The inconvenience I have experienced, from throwing groceries away and having to live on take aways on a daily basis because of Game is inconceivable.