Shocking Poor Customer Service

I am writing to formally lodge a complaint regarding the poor service I have received concerning a Midea 6kg Front Load Washing Machine purchased from Game’s online store.

On 31st July 2024, I ordered the aforementioned washing machine, which was delivered on 2nd August 2024. The machine was intended for my elderly mother. Unfortunately, when my mother attempted to use it for the first time on 9th August 2024, it did not function.

I contacted their customer service on 10th August 2024 and spoke with Jocelynn, who instructed me to complete and return a Service and Warranty form, along with pictures and videos of the machine to demonstrate the issue. I sent the completed form on 12th August 2024 and the required media on 15th August 2024. Despite this, I did not receive any confirmation of receipt.

On 19th August 2024, I followed up and was informed that Midea had not communicated the necessary details, but I was assured that I was entitled to an exchange. Since then, I have repeatedly contacted their service team daily for updates and have been given inconsistent information regarding the pick-up and exchange of the machine.

As of 28th August 2024, after experiencing continued delays and inadequate responses, I have decided to request a full refund. The ongoing issues have significantly impacted my trust in Game’s service and have created an uncomfortable situation for my mother.

I kindly request a prompt resolution to this matter by issuing a full refund, allowing me to purchase a washing machine elsewhere with better customer service.