RE: POOR CUSTOMER SERVICE AT FOURWAYS MALL GAME STORE

RE: POOR CUSTOMER SERVICE AT FOURWAYS MALL GAME STORE I purchased a Bennett Read steam cleaner at the above Game store on 05.01.2018. The purchase price of the cleaner was R1.499. At the same time I purchased an extended warranty that is still valid until 05.01.2022. The steamer broke in September 2020 and I brought it for repairs to Game Fourways on 14.09.2020. It was accepted for repairs by a lady called Martha in Consumer Services Department. She made copies of my original receipt and extended warranty policy at the same time and informed me that it would take a few weeks to repair the item. I contacted the Customer Services after a “few” weeks have passed (on 03.11.2020) and they told me to submit the same documents again via e-mail to Maureen. So after almost 2 month here we were again in the same starting point. Maureen was supposed to contact me and explain what was happening but she didn’t bother to do it in spite of repeated request via e-mail. I went to the store again and was told that I would receive a message via SMS. I did receive an SMS on 16.11.2020 saying that the repair item is ready for collection, but when I appeared in the store I was told by Martha that they couldn’t repair the steamer and that they were going to refund money. However I needed to bring all the accessories to obtain the refund. I brought the accessories to the store on 18.11.2020 and was told by Martha and another lady from Customer Services that they received approval to refund me approximately R1.100. When I brought to their attention the fact that I paid R 1.499 for the steamer they couldn’t explain the situation but tried to encourage me to accept the lesser amount. I didn’t accept their proposal and was told that they had to refer the matter to somebody else and I would be notified by SMS when it has been resolved. During my discussions with Customer Services personnel their phone rang a few times but nobody bothered to answer. That is why one cannot reach them by phone. Another two weeks passed and it was then early December, almost 3 month after I brought the steamer to the Game store for the repairs without any clear solution. I decided to send an e-mail to the address shown on Game’s webpage on 02.12.2020. The reaction was very fast this time and I received an e-mail back from Tamarin on 03.12 .2020. asking me to send again all the documentation. I e-mailed everything to Tamarin on the very same day and this time I was full of hope that the problem would be solved. Unfortunately another two weeks passed again and nothing has happened. So beware of the Game Customer Service assistance, avoid shopping there if you can and don’t buy their extended warranties in particular.