The worst service, gaslighting and the inconvenience

I am sending this email to empress my deep disappointment and frustration regarding the recent *****ulent service my husband and I experienced December of the year 2024 from Incredible Connection (Cradle Stone Mall, Krugersdorp).

We believe that it is important to bring this matter to the attention of anyone, other than the staff of this particular store including the manager, in the hope that it can be resolved promptly and to prevent similar issues from recurring in the future.

On 31 May 2024 we bought a Blackview Tab 16 Grey with serial number *** and in December 2024, we brought the Tablet in for repairs as it could not charge and the sound would go on and off.

Despite our initial expectations and previous positive experiences with Incredible Connection in South Africa, this incident has left us completely dissatisfied and inconvenienced with the level of service and quality provided.

Our case will be presented in bullet point form:

* When we got to the store the meter of the staff that was helping us demanded a receipt for the Tablet that we purchased in May 2024, from the same store, claiming that they do not keep the digital footprint of sales they made at the store and that it would take forever to find it as their averaged sales of over 100 Tablets per month.

* Before waiting for us to explain what the problem was with the tablet, he jumped the gun and pre-empted the cause of the problem to be “Water Damage”.

* After a back and forth that lasted for several minutes and the senior staff intervening they agreed to manually search for the record of purchase.

* The “ Manual Search” lasted about one and a half hours, during which we had decided to while away the time by shopping in the mall.

* It then also took about 20 minutes to register the job card for the repairs.

* We were then promised to be contacted when it was done. This never happened.

* We had to personally contact the store by calling to check on the status of the device.

* As if it were rehe****d, we were slapped with the usual but redundant telephonic non-committal response “ I was about to call you with the result of the repairs”.

* To only be told that the device was water damaged and that they will send the quotation for the repairs.

* I immediately demanded the email address of the manager, complaints department and the actual damage report.

* Instead we were referred to Pepkor Lifestyle.

I would really appreciate a speedy resolution to this problem as this device is being used by our child for school work.

In anticipation of a positive response