Urgent Escalation – Unresolved Safety Complaint (Game Kenilworth Centre)

I am writing to escalate a serious and unresolved matter involving a safety incident with a product purchased from Game Kenilworth Centre on 17 May 2025.

Despite my formal complaint to Game’s Customer Service Team regarding an infrared heater that exploded during use, the issue remains unresolved. I followed up again today, 01 October 2025, but have not received any meaningful response or resolution.

Additionally, I am being contacted by Service Team at their convenience, often during times when I am unavailable to take calls. This has made it difficult to engage effectively. I would like to formally request that all future correspondence be conducted via email, as it allows for clear communication, proper documentation, and reference purposes — especially given the seriousness of the matter.

I urge Game to treat this issue with the urgency it deserves and to provide: • A formal investigation into the faulty unit. • A refund or replacement. • Clarification on the warranty and return process. • Assurance that similar products have been reviewed for safety compliance.

I trust Hello Peter will assist in ensuring this matter is addressed promptly and professionally.