Urgent Escalation: Discriminatory Service, Extreme Delays, and CPA Violations by Game Somerset West (Samsung QLED 55-inch TV Repair)

I am lodging this formal complaint on Hello Peter due to the extreme dissatisfaction, lack of professional conduct, and discriminatory practices experienced by Game Somerset West regarding the repair of my Samsung QLED 55-inch TV. Since reporting the fault on May 20, 2026, I have been left without my unit and am completely uncertain when this matter will be resolved, as Game’s internal processes demonstrate a fundamental failure to care for its customers.

Lack of Communication and Support:

The service process has been obstructive and has forced me to constantly initiate contact to receive updates. • Despite initial assurances of a home assessment by a Samsung representative, no agent arrived, forcing me to personally return the TV to the store on May 23, 2026. • Game Somerset West has failed to provide formal communication or promised status updates. It is unacceptable that I must consistently initiate contact on a matter that should be managed by the retailer as part of the service agreement and South African consumer law. • Internal communication is clearly broken; as recently as May 28, a Samsung agent attempted to troubleshoot the unit at my home despite the TV being in the store's possession. • The only recent update received was an automated notification from Samsung stating the repair is complete, yet Game has provided no formal status, SLA details, or definitive next steps for the return of my unit. I have been waiting nearly two weeks for a resolution since my initial outreach on May 20, 2026. Discriminatory Policy and Unequal Treatment:

Game Somerset West continues to treat certain customers as if they do not qualify to be granted fair service. I find the claim that my area (Khayelitsha) is a "high-risk area"—used to explain delays and service issues—to be offensive and unsubstantiated geographic **************. Why is no one ensuring that service is app**** based on product quality, not specific, arbitrary conditions, and that all geographic areas are treated the same without **************?

Applicable South African Consumer Protection Act (CPA) Principles:

This situation appears to constitute a violation of fundamental consumer rights: • Right to Quality Services (CPA Section 54): Services must be performed timeously and with reasonable notice of unavoidable delays. The prolonged delays and lack of communication violate this requirement. • Right to Quality Goods (CPA Section 55): Goods must be of good quality, free of defects, and suitable for their intended purpose. The TV was faulty at the point of service. • Right to Redress (CPA Section 56): As the goods were defective within six months of delivery, the supplier must, at the direction of the consumer, either repair, replace, or refund the item. The supplier cannot decide the remedy; the choice belongs to the consumer. • Right to Equality (CPA Section 8): Consumers have the right to be treated equally, irrespective of geographic location. The "high-risk area" justification is in direct conflict with this principle. Call for Transparency and Immediate Resolution:

This is beyond unfair treatment. How long must I suffer while Game fulfills internal processes that care less for me? I demand immediate transparency regarding the standards and values that supposedly govern this entity: • What is Game's mission statement and what are their values? • What KPI measurements are in place ensuring that staff adhere to the requirement of non-discriminatory, timely customer service? I seek immediate resolution and demand the following: 1. A prompt and formal response providing the current official status of my TV. 2. The specific Service Level Agreement (SLA) governing this repair process. 3. The definitive next steps for the immediate return or resolution regarding my unit.