Shocking Lack of Follow-Through and Accountability from Game

I am extremely frustrated and disappointed with the customer service I’ve received from Game regarding my faulty Defy washing machine (Model: DAW384). The appliance is still well within its 2-year warranty and 3-year guarantee period, and I have all the original documentation to support this.

After my machine stopped functioning properly — the drum would not spin, and the water was not draining correctly — I contacted Game to log a repair. A technician eventually came out and diagnosed a burnt-out motherboard and a snapped drive belt — a major internal fault that should not occur in a relatively new machine under normal use.

Given the severity of the issue, I requested a replacement unit, which I believe is justified. However, Game only approved a repair, which I accepted reluctantly. Unfortunately, the machine is still not functioning properly — it does not pump the correct amount of water, and cycles fail to complete correctly.

The technician was scheduled to return on 22 May, but postponed due to a local water issue in the West Rand. We rescheduled for 27 May, but he never arrived. When I contacted him on 29 May, he told me the job had been closed on his side — despite the machine still being faulty.

To escalate the matter, I called Game SIX times on 29 May, hoping to speak to someone to assist or reopen the case. Not a single call was answered. I have now been left with a defective product, an unresolved issue, and no meaningful communication or support.

This experience reflects a serious lack of after-sales service, urgency, and accountability. Game’s handling of this situation has been deeply disappointing, and I will think twice before purchasing another appliance through them.