Horrible customer service at the Clearwater branch - Canceling the contract.

I bought an Xbox on credit last year April 2022 using your finance (incredible connections finance) and I was given 1 year warranty.

On January the 02nd it stopped working of which I decided to take it back to the store (Incredible connections Clear water) for repairs. I waited there the whole day because of electricity going on and off and the gentleman who was assisting me advised me that I should go home and they will give me a call.

They called me the following day to let me know that they have retrieved my receipt in their system and will be sending my Xbox for repairs. After 3 days I went to the store to check how far they were and they said, they will keep on updating me via phone on the progress of my Xbox of which I understood.

On the 11th of Jan I received an SMS (attached) stating that a call has been logged for my Xbox to be repaired. After a few days we went in the store and the gentleman told me that we need to give them 14-21 days for them to repair it and, if it is not repaired by then we can claim back the money we will pay for the month of January.

We went back home with hope that we will get an update from incredible connections and nothing happened. 21 days passed and we went to the store just to ask about how far they were with the whole process the guy who was assisting us acted surprised. He said that from his side he can see that Microsoft sent an email with a form for us to complete a week ago and he thought that was already sent and communicated with us.

The manager that was on site said it is pointless for them to ask us to complete the forms as the days have already passed and that we should come on Monday, he will try to call Microsoft to try and push them.

Monday came and passed and we decided to go on Tuesday, the manager tried to use an excuse of us not coming on Monday it being the reason why this was still pending. Them seeing that we were not happy, he decided to go sit in his office and not to attend to us.

Another manager asked us if we can give him a chance to assist us as he is still new and he believes that the guys who were assigned to our Xbox did not treat the situation well and were being unfair, we then agreed and he said he will try and push Microsoft and when the accept to come and pick up the unit, he will give us a new Xbox as a replacement because, we can't wait for the Xbox to be repaired after waiting for so long and he said we should only give him a week for him to be done with this and he will give us a call.

We agreed to that and went back home happy thinking at least we have found a solution. One week passed and I decided to call him, he then started telling us stories that Microsoft is giving them a hard time. I asked but why are you not calling to update us? he then said that he will call by Wednesdaty with a way forward.

Wednesday passed and we called him on Thursday and he said Microsoft is saying we have 3 accounts in our Xbox and two accounts don't have warranty and only one has (which was our main account) and I said to me it doesn't make sense because the Xbox that we brought in matches with the serial number that is on the receipt. The accounts inside the Xbox doesn't matter and for a fact is non of anyone's business as the only thing we want repaired is the actual Xbox.

We went on Friday (24/02/2023) it was around 17h50 and sadly the manager had knocked off and the gentleman at the tech support asked us if we could wait for the someone else to assist us as they had been dealing with case closely with the manager. When the guy walked in and saw us and he was making physical signs to the guy who was facing at the door to tell us that he is not there, fortunately I faced that side in time for me to see all this.

I am giving you the date and time so that you can check a footage of this guy making all these signs. This made me more furious than the fact that I am waiting for an Xbox for 2 months now because firstly, to me it meant that they did not respect me and my time. Secondly, it means that I am stupid coming to check on something that I am still paying for and lastly, it means I would have driven to the store for nothing whereas the person who might assist me is acting not to be there and amazingly at this point I was nothing but good to everyone.

He came and called the manager (via phone) and asked him if they can just give me another unit so that this case can now be between them and Microsoft, not me, Microsoft and them but, the manager refused and so I asked them to terminate the contract and he asked me to came back tomorrow.

We went back today (25/02/2023) and asked them to terminate the contract in their name because it is not like we are failing to pay and it is not like we are saying we don't want the unit anymore. The manager called Finance and came back telling us that it will implicate us. I stopped him there and asked a family relative to come and assist us because he would understand the implications/law better than us and he said that he is not allowed to speak to a lawyer and he will not be able to assist us.

Relative came and he still refused to assist without even him saying he is a lawyer. He then called security on us saying we were blocking him from interacting with customers. I would like this to be checked on the CCTV footage if we were doing anything bad/harmful because not even vulgar language was used on him or anyone but he used the security as a solution for him to be relieved from the situation.

He also refused to continue and write an email to finance asking for cancelation. The security came and they also didn't know what to do because there was literally nothing wrong we were doing. The security then said she will have to ask her manager because she doesn't know what to do as there is nothing wrong we are doing in the store other that waiting for answers.

We decided by ourselves to leave the store as there were no answers that we were going to get from Tiisetso (manager) till now there is no solution, I was let to walk out with the cancelation form that I don't even know how to complete. While I was there, there was a gentleman who brought something back because it wasn't working anymore and they told him to wait for 14-21 days for them to repair it and he said he cannot wait that long and they didn't even ask alot of questions instead they replaced the device, what is different about our situations? Is it because it is credit? One guy tried to answer us and he was promised to be disciplined in front of us and other customers by the manager.

I have never been so discriminated, degraded and humiliated all because of taking credit with this store. Had I known I was going to refrain from even stepping on their door. I have become a joke all because of following up on something I am paying for. No customer deserves to be treated the way I was/am being treated and for the fact that we are let to look stupid and vulnerable. The money you spend to call for feedback and fuel you use to drive to the store for no tangible feedback can never be replaced. Not to mention the amount money I have thrown down the drain paying for 11 months for something I will never own.