Laptop

Incredible Connection Refusing to Assist With Laptop Still Under Warranty Because Serial Number Sticker Is Missing I am extremely disappointed with the way Incredible Connection has handled my laptop warranty matter.

I purchased my laptop online from Incredible Connection around September/October 2025. The laptop subsequently crashed, and I handed it in to Incredible Connection towards the end of July 2026 because it was still within its warranty period.

I have proof of purchase and the original online invoice. However, the serial number sticker that was on the laptop is no longer available, and I also no longer have the original box. The invoice issued to me for the online purchase does not contain the laptop's serial number.

The laptop has now been with Incredible Connection for an extended period, yet instead of assisting me to resolve the matter, I have now been told to collect it and take it to an independent inspector myself because they apparently cannot proceed without the serial number.

What I find particularly frustrating is that this was an ONLINE purchase made directly from Incredible Connection. I have the invoice, order information and proof that I purchased this laptop from them. I have also contacted Head Office, but I was simply told that there is nothing they can do.

I would like Incredible Connection to explain:

Why my online purchase cannot be traced through their sales, order, fulfilment or dispatch records. Whether the serial number of the laptop was recorded anywhere when the unit was sold or dispatched to me. Why the laptop itself cannot be assessed to establish its serial number or identity through the manufacturer or its internal hardware information. What specific warranty condition states that a customer loses access to warranty assistance simply because the external serial number sticker or original packaging is no longer available, despite having valid proof of purchase. Why I am now expected to pay for or arrange an independent inspection for a laptop that I presented to the retailer while it was still within its warranty period.

I am a student and rely heavily on this laptop for my studies and research. I have already been without it while it has been sitting with Incredible Connection, and this situation is seriously affecting my academic work.

I am not asking for special treatment. I am asking Incredible Connection to properly investigate the matter, trace my online purchase, identify the laptop through all available records or manufacturer channels, and process the warranty claim appropriately.

I would like this matter escalated to a senior Customer Resolution representative and I would like a written explanation if Incredible Connection maintains that it is unable to assist me.

Requested resolution: I want Incredible Connection to retrieve/verify the serial number or ownership details through its internal records and/or the manufacturer, assess my laptop under the applicable warranty, and provide me with a proper repair, replacement or other appropriate warranty resolution instead of simply sending me away to find an independent inspector