Overall bad service and lack of customer care

To Whom it may concern,

On the 7th November 2017 my family and I had bought Rage 2017 tickets as part of a celebration for my sons 15th birthday, as he absolutely love technology.

Our whole purpose was to look for a good PC for my son to use to suit his requirements.

We walked and walked until we came to a display of Asus computers. The computer we were looking at the:

ASUS FX553vd i7 8 gig

After we had, had a really good look at the specs of this machine we decided to call my husband to meet us and have the final say regarding everything.

He was very impressed and we decided to go with it.

An Asus consultant was on hand and she said that she would call the gentlemen from Incredible (as it was their special and they could only supply it to us) who could help us in getting this machine. My husband went with the gentleman to obviously check everything was in the box before making payment. On further inspection of everything he said to the gentleman that this is the wrong machine. The gentlemen was very adamant that this was the correct machine as advertised and took my husband to the stand where this PC was. My husband points out the sticker on the PC (as shown in the picture attached) and he explained that since the sticker was attached to this particular machine, we reviewed the specs on the machine carefully we decided to take one.

That is when things started getting really uncomfortable as he said he could not help us any further and that is when the Asus consultant – Her name is Leigh – ********** .

She was immediately on her phone calling one of her managers at the show to try rectify this problem. She did explain that she cannot help us as they were in a meeting, but if I could leave us my number she will call me and we can meet here to try sort out the problem. She contacted me not to long after that and we met with her managers. They called the manager of the Incredible stand over and tried to sort things out (come to some sort of agreement. The gentleman name is Kevin (which a rude man and no credit to the Incredible name) did not want to hear anything and it was like we had made the mistake of putting the discounted sticker onto the wrong machine (sorry not our problem). Eventually Kevin threw his hands up and left the stand leaving Asus to sort out the problem that was clearing Incredible Connections fault for sticking a label on a machine which was not supposed to be on special. No matter how many times we explained to Kevin that as good customer relations that the customer is always right he went the other way to say the customer is always wrong and in doing so really made the atmosphere even more darker.

I am basically coming to you today to ask Incredible Connection to honour your end of the deal and allow us to purchase this machine at the advertised displayed price on the PC at the show as a measure of good standing (I must say I am, however, very grateful that we took photo’s as by the time Leigh had contacted us and Kevin had spoken to us. The special price sticker had been removed from the machine we viewed it spec’s on and a correct spec sheet placed nicely next to the machine which the discounted stick on the spec sheet (mind you the machine we look at was an i7 (we reviewed directly off the machine as there was no such information to view at the time) and they say then said that the discount was for the i5 and not i7.

I look forward to hearing from you regarding the issue high-lighted.

Kindest Regards, Leigh **********