Putrid customer services

I took my 5 month old TV in for repairs and the customer services has been putrid. Their managers and branch managers all need training on how to handle customer escalations.

The sales manager, Jayce Pillay, is a **** - does not phone me back when he promises to provide me with an update or a resolution. I then escalated the matter to the branch manager. Danie Swanepoel, and wow he was a ball of arrogance and laugh at me saying it was due to my negligence that the tv broke.

I attempted to show him all the pictures I had taken to prove that the TV was not cracked when I brought it in and that there were lines on the screen which to me seemed like internal fault. Mr Swanepoel kept disregarding what I have to say and refused to provide me with the technician assessment report.

I took it upon myself to phone Hisense repair centre and while I was on the line with them they emailed me the technician report confirming that Game is not being honorable. The technician report clearly states and has a picture attached proving the tv was not cracked and that it was a panel inside that was faulty. Hisense indicated that I am due a refund since they could not repair the panel that was faulty.

I then back to the store, provided them with the technician assessment which they refused to give me and they then said they will complete a credit form. Danie Swanepoel said he will treat my case as a priority and immediately process the credit form and he said we can get the refund in 1 business day. It's been 2 business days and when I followed up, the staff confirmed that no credit form was completed and that I must wait until Monday. I refused and asked to be escalated to the manager on duty which was again Jayce Pillay, he shouted at me and said I must wait until Monday then hung the phone up. I tried phoning the store several times after that and they just never answered again.

To date, nobody showed empathy or apologized for the lack of due diligence on their end. I literally had to do their work for them and it seems like I will have to continue to do the run around for my refund to be processed.