Not adhering to imp**** warranty of quality

This was my first time shopping at Incredible connections and it was not a good experience. On the 23/09/2021 Incredible Connections in Tyger Valley, Bellville, Cape Town, Store 6845, tell: ***. I purchases an iPad Air and an Apple magic keyboard ,the value came to just under R15 000. 15 days later on a Saturday I noticed a dead pixel on the screen. On arrival at the store they told me that the unit is under warranty. That's correct but then they wanted to send the unit for repairs. So my response was that I wanted a new device and that they have to request a credit for themselves. Under S56 of the CPA Act it states that when you sell something to a consumer you are adhering to the imp**** warranty of quality.

They had me on the phone with a person who then told me that I have to pay for the repair because a dead pixel (according to them) falls under physical damage.

I worked in retail as a senior manager for 10 years and we assisted customers daily with repairs and returns, this unit falls under the ( CPA act as Poor Quality and Supplier Defect ).

I then accepted that the unit go in for an assessment so that the supplier can see that it's not physical damage.

Few days went by and I received a call to come collect my new iPad, when arriving at the store the gentleman gave me the device that came back from the supplier. When I saw the box I noticed that it looked like a box that fell down the stairs. When I opened the box I saw an iPad covered in plastic in the box. The box was my old box (now damaged) with the same serial number as the till slip from the initial purchase, but the iPad in the box's serial number didn't match the box because it is my old box. I requested my money back which I am entitled to because I did not buy an old unit from them but a new unit in a box. If I cannot be provided with a new device like I payed for I request a refund.

I was also told that I have to deal with the supplier and request for a refund directly. I perched the unit from a retailer and not a supplier, CPA indicates that the retailer must assist the consumer and replace or refund or repair the unit at the suppliers expense.

on 28/ 09 /2021 I contacted the store, the person that assisted me was not available. When I asked to speak with the manager they said there is no manager in the store today. What big retailer will have their store running without a manager or a supervisor? When I requested to speak with the regional they told me they don't operate with regionals. So no one can now tell me what is going to happen with my device that I need for my business, and my business also complies with CPA when it comes to customer service. So I know what the process is when it comes to products that are defective from the supplier.

We also work with Apple products when it comes to my consumers and if they have any defect on the device up to 6 months, I replace or refund them straight away. Additionally, Apple is a premium brand they will never send me an open device in an old damaged box with mismatched serial numbers. When I request new devices for my consumers they always received new devices in a box because that's what they payed for.

It is now 03 Nov 2021 and I still have not had feedback from the store. They have now had the device longer than I ever did and I am still out-of-pocket the R15 000. I`m also sitting with a apple keyboard that I cant use as I don't have a device that support it. Plus thy kept my till slip with my device. All I want is a item witch I paid for and I paid for a new device not a second hand device without a box.