FRUSTRATED, ANGRY AND DESPERATE

<p>On 12 January 2017, I approached Incredible Connections Green Acres to help me solve the urgent message I had on my laptop that I needed to renew my Microsoft 365 license. The Salesperson was very helpful- established that I needed to renew it for 3 devices, and that I had this Office 365 for 2 years as a freeby part of the purchase of the laptop. I was then sold "the best solution" - a R4999 lifelong license. It felt very expenzive but each of my objections were smoothed over. As they were the experts, I felt silly about my queries and trusted their advice.</p> <p> </p> <p>I asked for help with the installation, even though I was promised it was "plug and play" </p> <p>The very helpful staff took my laptop and installed the license. Thats when I started becoming very worried. They took three hours to install it, they had to phone around and conference with each other. However, as they were the experts, I trusted they knew what they were doing. They could not fully resolve it and sent me home saying -- it will resolve itself when I start working. </p> <p> </p> <p>I left the store feeling anxious and somewhat betrayed because when I enquired about the other devices I was told that this license was just for one device ( yet the Microsoft 365 license was fo three devices) So now my laptop was fixed, but not the other two devices !. The shoulder shrugging oh well you have already bought it now... did not help me.</p> <p> </p> <p>However, the problem never resolved itself. My computer became significantly slower, I had constant pop-up messages telling me that my account was out of date ( exactly the messages they were struggling with) and also that this device could not communicate with my other devices, etc etc. </p> <p> </p> <p>I googled the problem, I spoke to some people and it appears that I have bene bamboozeld, and been sold an "operating system" that I did not need ( as it was already on my computer! ) and that my need for a license for all three my devices was forgotten in the rush to upsell me. And for them to EFFECTIVELY have installed that license they sold me, they should have wiped everything off my compuer including the existing operating system and uploaded the new one they sold me -- something in that vein, I am not sure as I am not technical. </p> <p> </p> <p>I returned to the store when I visited the town again, and the friendly branch manager listened to my story and refused to refund me- he acknowledged that it could have be en a superfluous purchase but as I am the one who bought it, its my responsibility. He offered me something that I did not understand- zero refund but three lifelong something else's . In my opinion at the time, more licenses did not solve the slow computer and popup messages and I requested a full refund and also that they pay for me tot ake it to a credible computer expert to fix it. He suggested that I contact the call centre with my complaint.</p> <p> </p> <p>I contacted the callcentre and explained my story to two helpful people. The last one, when he got the full story whistled and said that definitely is a valid complaint that they will have to look into. He promised that I will get a call-back from the callcentre within 24 hours from an Investigating Officer. He suggested that the store should refund me and fix the problem on my computer. I CLEARLY explained that I feel no trust in the store staff to touch my computer again, and that i request a FULL refund and also that they pay for a credible computer epert chosen by me, to fix this problem on my computer. </p> <p> </p> <p>Sadly, I have not had a callback yet, and its already a week ago. </p> <p> </p> <p>I feel cheated and ignored, and I feel very frustrated. I feel dismayed and upset. I am still confronted daily, with the slow computer and all the pop-up messages. I need help. </p>