Unacceptable Service and Lack of Communication

I am writing to express my frustration with the way my laptop repair has been handled by your store.

I brought in my Acer laptop on 25 May due to a fault on the side of the screen. I was told it would be sent to Acer for assessment and repair under warranty and that the process would take 21 business days.

I followed up on 7 June and was told the laptop had been collected by Acer, but there were no updates. I heard nothing further until I called again on 24 June, only to be told that Acer had already issued a quote on 9 June for a R1000 hinge repair and claimed "no fault."

No one from your store contacted me to inform me of this quote or update me in any way. I had to chase for information multiple times, and I have now been without a working laptop for 21 business days with zero communication or support. This is unacceptable, especially as I rely on my laptop daily for remote work.

I purchased the laptop in early February, so it is still under warranty. I am extremely disappointed in the service and lack of follow-through from your team. I expect a full explanation as to why I was never informed about the quote, what steps were taken on your side, and when I can expect my laptop back.

If this matter is not resolved quickly, I will have no choice but to escalate it further.