Shocking Experience from Game East Rand Mall

Below is a mail I sent to Game Service centre on Saturday and on Sunday the service agent called to let me know that my mail was recieved and that the Branch Manager will call me on Monday. Today is Friday and I'm choking on my patience.

........ I have an issue with an ACER laptop that I purchased from your Game eastrand mall branch.

The purpose of the laptop was for academic use.

The purchase was on the 09.03.2022

When I made my purchase I spend a decent amount of time looking for advice in your store and I was told that the device was going to operate at a better level than a cheaper version of it and most entry level devices that you sell in your stores.

Within a month I was back in the store complaining about the device being slow.

The Tech support explained a whole lot and I left.

On the 1st of July 2022 the laptop went blank , nothing worked and I lost all my files.

I asked my husband to take it back and Brian - Texh Support was there to recieve it and he loaded a new operating system .

At this stage I indicated that I preferred a new device since this one was slow and it crushed out of nowhere. This was ignored. 3 months after the purchase.

On collecting the device I told Brian- Tech support that I was not happy , but I took the device and soldiered on.

Last week the laptop went blank again , we could not switch it on . The battery was fully charged and the indicator light was on. Again I took it back to game eastrand mall. And Brian the Tech Support recieved it and advised that the laptop will be sent to the manufacturer for assessment and repair. And that process will take 21 days.

With little to no choices I agreed . To my surprise, he called me to collect the device after a couple of days and I asked if acer assessed and repaired the device , to which his response was no. They did trouble shooting and now it is on I can collect it.

I cannot live my life wondering what will happen next with this laptop.

Today the below clause was used as a limitation to what game as a distributor of acer can do for me .

CPA

4) Imp**** warranty of quality

In terms of s56 (read with s55) of the CPA, all goods sold to a consumer are sold with an imp**** warranty of quality, that cannot be contracted out of or revoked. The warranty gives the consumer the right to receive goods that:

• are reasonably suitable for the purpose that they are intended to be used for,

• are of good quality, free of defects, and in good working order, and

• will be durable and usable for a reasonable period of time. ( 11 months Is definitely not reasonable in line with the devices primary purspose)

If goods are found not to comply with these requirements then, for up to 6 months after receiving the goods, the consumer can:

• return the goods, or

• get the goods replaced, or

• get the goods repaired.

The consumer can do any of these things without penalty and at the suppliers’ cost. A general ‘voetstoots‘ clause will be insufficient.

However, a consumer will not be able to return the goods because it was defective or not suitable for the purpose if:

• the consumer was made aware of the specific defects, and

• the consumer agreed to receive the goods in that condition.

A general ‘voetstoots’ clause will be insufficient to get out of the s56 warranty because you have to mention the specific defects.

END of CPA

At this stage I will not accept being told that I cannot be supp**** with a new device because of the above .

When I returned the laptop in July of 2022 the above section could have been app**** to help me as a consumer.

I'd hate to think that GAME was just doing minor repairs so that we can move past the 6 months stage.

My approach to this laptop situation has always been of calm and understanding .But I'm losing productivity and I cannot meet my academic deadlines.

The Branch Manager was day off today and no one could make a decision as the 6 months consumer acts guidelines was their limit.

Attached please find the tax invoice and a whats app chat on the 2nd of July 22 when the device was sent to branch for the second time.

Please help.

Regards

LM