Urgent Escalation – Faulty Bicycle, Supplier Findings & Failure to Align with Mission (Complaint C214327)

I am formally escalating my unresolved complaint regarding a faulty Raleigh 20” Blaster bicycle (Serial: XBD241003) purchased at Game Kenilworth Centre. The matter has been mishandled—marked by prolonged delays, an expiring repair quote near the value of the bicycle, and no formal correspondence despite multiple emails. The manner of engagement suggests bias influenced by race, wealth status, and geographic location, which is unacceptable and contrary to your stated mission and customer guarantees.

Mission & Customer Commitments (Contradicted by Current Conduct)

Massmart/Game purpose: “Helping our customers to save money and live better,” underpinned by responsible business and core values: Respect for the Individual, Service to the Customer, Integrity, and Excellence. Game’s guarantees include: • Price Beat • We’ll swop it, if we stock it • Guaranteed service — if repairs under manufacturer’s warranty take longer than 21 days, the item will be replaced or refunded.

Your handling—lack of timely communication, a short lived high value quote, and no resolution on a product incorrectly assembled at point of sale—conflicts with these commitments.

Supplier’s Technical Assessment On 11 December 2025, Retail Associates (PTY) LTD issued a written technical report on the 20” Raleigh Blaster addressed to Game Kenilworth. Key findings include: • “Handlebar incorrectly assembled on bicycle… improper installation… will cause the stem not to grip the handlebar firmly, resulting in it being loose.” • “Brake’s cables depict the bike was not correctly assembled.” • “Front and rear wheel buckled… rear derailleur damaged and will need to be changed.” • “In conclusion the bike was assembled incorrectly, the handlebar not set correctly as well as the running of the brake’s cables depict the bike was not correctly assembled.” These findings confirm assembly errors at point of sale, not consumer misuse. Despite this, I received an expiring repair quote (valid for only one week) with a value near the bicycle’s purchase price—without acknowledgement of liability or corrective action.

Consumer Protection Act (CPA) References • Section 55: Right to safe, good quality goods. • Section 56: Imp**** warranty of quality; right to return defective goods. • Section 61: Liability for harm caused by unsafe goods. • Right to fair and timely redress and equal treatment. These rights are reinforced by your own 21 day repair/replace/refund guarantee for warranty matters.

Immediate Actions Required (within 48 hours) 1. Formal written explanation for delays, lack of communication, and the short expiry quote approaching the bicycle’s value. 2. Comprehensive incident/safety report covering the faulty batch and the supplier’s assembly error findings. 3. Formal apology for the inconvenience, discriminatory handling, and wasted personal resources (time and fuel). 4. Compensation for out of pocket costs incurred due to repeated store visits and supplier assessments. 5. Written assurance of corrective measures: qualified assembly, pre delivery QC, documented handover checks, and adherence to your 21 day repair/replace/refund commitment going forward.

Escalation if Unresolved If these actions are not completed within 48 hours, I will: • File complaints with the National Consumer Commission (NCC) and the Consumer Goods and Services Ombud; • Pursue chargeback or other legal remedies; • Share a detailed account across public consumer platforms.

Game must honour its purpose—saving customers money so they can live better—and its guarantees by resolving this matter promptly, fairly, and professionally