THE SERVICE FROM GAME THE GLEN

I trust this message finds you well.

On 3 May 2025, I purchased a Cadac gas heater from your store. Upon attempting to use the heater, I discovered that it does not function properly — the flame does not stay lit. On 17 May 2025, I returned the unit to the Glen Game store and was informed that the item would need to be assessed, and that I would need to wait up to 21 days for feedback, as the unit might require repair, possibly due to a wiring issue.

I find this waiting period unreasonable, especially considering the current cold weather and the fact that the heater was faulty straight out of the box. It is also concerning that the issue may be attributed to user error, despite the product being unused and still in its original packaging when first tested.

Given these circumstances, I kindly request clarification on when the matter will be resolved. Ideally, I would appreciate a quicker resolution in the form of a replacement unit or a refund, as waiting 21 days for a potentially minor repair is inconvenient and unacceptable for a newly purchased product. I look forward to your prompt response and assistance in resolving this issue.