Hellopeter
Share Your Experience
PC
Peter C

1 reviews | Active since Nov 2018

23 Nov 2018, 08:40

Terrible customer service at Game Kollonade

I recently bought a washing machine at Game Kollonade. The washing machine was very noisy out of the box and I wanted it replaced. I have been attempting to get the machine replaced now for two week. I've been passed from customer service representative to customer service representative as well asa technician from the manufacturer (DEFY) several times, and still no replacement. I've also been made several promises that have not been kept i.e. I was promised that an email would be sent do Defy to organise a replacement yesterday (none yet received) . The switchboard for the telephone lines at the shop also does not work, requiring you take of time from work to try and sort out a problem with their customer service department.

Simply terrible service.

Rather buy your large appliances at Makro.

0
Replies (4)
Game
Game's reply23 Nov 2018, 09:22
Official
We acknowledge receipt of your complaint with reference ***2 and apologise for your inconvenience in this matter.

Senior Management will investigate this delay and will contact you to discuss this matter.

Regards.

Customer Service
***
Tel:  ***73
/rt
PC
Peter C's update27 Nov 2018, 13:23
Reviewer Update
Defy sent another technician to inspect the machine. Apparently the noise that I am hearing is normal. If so, this reflects on the bad quality of the product that is sold. Also, watch your T and Cs carefully when buying from Game as their seven day return policy is dependent on the manufacturer making an assessment of the product. Would I have made such an effort to have the product replaced, if I didn't think something was wrong with it? Avoid Game and Defy.
PC
Peter C's update27 Nov 2018, 16:14
Reviewer Update
I did receive a call back from Game, where a replacement machine has been offered. This is nice gesture after the difficulty that I encountered. If I do receive the replacement , it demonstrates that Game is committed after all to resolving customer complaints.
PC
Peter C's update29 Nov 2018, 08:12
Reviewer Update
Game did replace my washing machine yesterday. It is the same model, and its much quieter than the machine that was replaced. Probably the old machine had a factory defect. Kudos to Game for recognizing that the complaint was not handled correctly and for remedying the situation. I will buy from Game again.