1 reviews | Active since Jun 2019
Very Disappointed & Delayed Service
On Friday the 31 May 19 the compressor on our not event 6-month-old fridge broke, meaning the fridge no longer cools and we had just completed our Monthly shop.
Since we got the fridge as a gift, we had to contact the people who bought it for us, and they then started the process of trying to get it fixed with Game Kenilworth, where they bought it from.
They tried to get a hold of Game Kenilworth, for 2 days (Monday 3rd & Tuesday 4th June 19) via phone but no one answered. They eventually went through to the actual store on Wednesday the 5th of June, where Game staff advised they will send someone out to look at the fridge.
After a day of no feedback my husband called them and actually got through via phone on Friday the 7th of June. They then advised that someone would come out within 2-3 working days. (This essentially meant between Monday the 10th June to Wednesday the 12th June as, although the store is open over the weekend this does not count as working days.)
The technician from Hisense then came to check the fridge on Tuesday 11th June and said the Fridge needs to be replaced. He would send his report through to Game and they will need to replace the fridge. He sent the report through the same day, but we never heard back from Game. We then followed up with Game on Thursday the 13th of June who then advised they will deliver the New fridge in 2-3 working days.
It is now Tuesday 18th of June and we still have not received our new fridge or gotten any further feedback on when we can expect it.
In total it has been longer than 2 weeks without a fridge and 2 solid weeks of chasing Game Kenilworth for a new one. We have had to throw away over a R1000 worth of food and have been living off from takeaway food as we cannot keep anything over without a fridge. The service has really been appalling and I am very disappointed in the way this has been handled. This has costed us a fair amount of money and time all in all and we have nothing to show for it to date except the broken fridge.
We sincerely apologise for the inconvenience caused.
Please send your name, contact number and the make of the fridge to *** and cc *** so we can resolve this matter.
Kind regards,
Brad Adriaan
Game Online Support: Tel: ***Customer Service Contact Centre: Tel: 0861 GAME CARE (***73)Game Sure Extended Warranty Enquiries: Tel: ***/ ***www.game.co.za
We sincerely apologise for the inconvenience caused.
Please send your name, contact number and the make of the fridge to *** and cc *** so we can resolve this matter.
Kind regards,
Brad Adriaan
Game Online Support: Tel: ***Customer Service Contact Centre: Tel: 0861 GAME CARE (***73)Game Sure Extended Warranty Enquiries: Tel: ***/ ***www.game.co.za
After this post I was contacted by Brad on behalf of Game on the same day and he then put Danie, Game Kenilworth's Store Manager, in contact with me as well.
They were both wonderful in helping us and we had our new fridge delivered within 2 days. Danie even went a step further and offered us a voucher towards the cost of the food we had to throw away.
I understand client service can be tricky sometimes, especially for bigger businesses and everyone makes mistakes. It is how those mistakes are then handled that really makes the difference and Danie and Brad did an excellent job.
Thank you both and thank you Hello Peter for your assistance too.
After this post I was contacted by Brad on behalf of Game on the same day and he then put Danie, Game Kenilworth's Store Manager, in contact with me as well.
They were both wonderful in helping us and we had our new fridge delivered within 2 days. Danie even went a step further and offered us a voucher towards the cost of the food we had to throw away.
I understand client service can be tricky sometimes, especially for bigger businesses and everyone makes mistakes. It is how those mistakes are then handled that really makes the difference and Danie and Brad did an excellent job.
Thank you both and thank you Hello Peter for your assistance too.