Formal Complaint – Unresolved Repair and Diagnostic Fee for Lenovo Idea pad Purchased in 2023

I am writing to formally lodge a complaint regarding the unsatisfactory service I have received from your Wonderpark, Pretoria branch concerning a Lenovo Ideapad 1 15IGL7 laptop that I purchased from Incredible Connection in 2023.

Recently, the device stopped functioning entirely. I took it to the Wonderpark store for assessment, where I was advised to pay a R450.00 diagnostic fee, which I promptly did. After waiting for two weeks, I was contacted by the store and informed that no replacement parts were available for the laptop and that there was nothing further that could be done.

I find this completely unacceptable for several reasons:

This laptop is barely a year old, and it is concerning that a reputable company like Incredible Connection is unable to provide parts or repair services for a product still within a reasonable service lifespan.

I was charged R450.00 for a diagnostic fee, yet received no assistance, resolution, or compensation, and now I am left with a non-functional device.

As a customer, I expected a higher standard of support and accountability, particularly when it comes to products purchased from your stores.

I kindly request the following:

A full refund of the R450.00 diagnostic fee, given that no repair or viable solution was offered.

A replacement device or a reasonable solution for the non-functional laptop still under its expected service period.

A formal explanation of why a product purchased in 2023 cannot be repaired, and what steps Incredible Connection intends to take to prevent this from happening to other customers.

Please treat this matter with urgency. I would appreciate a response within 7 business days, failing which I will have no choice but to escalate the issue to the Consumer Goods and Services Ombud.

Kind regards, Mary Mtshweni *** ***