Unfair treatment by Hisense and Shoprite furniture

Hi

I am writing to formally lodge a complaint regarding the treatment my mother received at Newcastle Shoprite Furniture and the handling of a warranty claim for a Hisense 58 A6N TV purchased in-store. Background • The TV was tested in-store and worked fine. It also worked after unboxing at home. • The issue appeared only after removing the protective screen plastics, which were not removed during the in-store test. • We confirm that no damage occurred while the TV was in our possession. Issues Experienced 1. Unfair Treatment: My mother, a pensioner, was treated disrespectfully by both the store manager and Khulekani when she returned the TV for inspection as she was told to take back the TV as they can confirm it was physically damaged. 2. Initial Response: Khulekani declared the TV “physically damaged” without a proper technician inspection and said it won’t be covered by warranty and she was told to returned home with the TV and that’s when I realised that they are taking advantage of my mother because she is the pensioner and bear in mind, we had to incur all the transport cost. 3. After they were contacted by our family lawyer, the manager apologized and agreed to send the TV to Hisense for inspection, stating it would take 30 days for this process. We then returned the TV to the sore. 4. Contradictory Communication: Three days later, Khulekani informed me that Hisense reviewed pictures and concluded the TV was hit by something, voiding the warranty—without a technician’s physical inspection. 5. Hisense Email: Hisense stated: “The damages might have occurred during transit or when unboxing the TV; therefore, we cannot be held liable.” Concerns • No incident report was provided by Shoprite or Hisense detailing the nature of the damage. • No clarity on whether the TV is repairable. • The warranty was disregarded without a transparent process. • The treatment of my mother was unacceptable and discriminatory.

I would really appreciate A full investigation into this matter and get my mother justice in this as she doesn’t deserve to be treated like this. We didn’t even receive a full detailed incident report from Hisense or Shoprite explaining what is the damage on the TV? Is the TV reparable? Even though we had a warranty,

Requested Resolution • A full investigation into this matter. • A Refund or Confirmation if the TV can be repaired or replaced under warranty. • Assurance that pensioners and vulnerable customers are treated fairly.