UNACCEPTABLE SERVICE FROM INCREDIBLE CONNECTION REGARDING A LALELA INVERTER

I am writing to express my extreme dissatisfaction with the service and product I received from Incredible Connection. On July 10, 2023, I purchased a Lalela inverter with the serial number LAL600WPRO-0***. The machine stopped charging on February 26, and I took it in for repairs on February 27. However, the report of the faulty device was only made on Sunday, March 3, a total of 5 days after I sent it through.

I was told that the repair would take 14 to 21 working days, and I patiently waited for the device to be fixed, despite the inconvenience of not having an inverter to power up my computers for work. I received an email on March 10 stating that the device was ready for collection. When I collected it on 11 March, there was no one available to test if the device was working properly.

Upon plugging in the device on March 12, I discovered that it now had a different fault. The device was being charged, but there was no output of power and the battery was not holding its charge. I contacted the store and was informed that device collection could take 5-7 days, which I found unacceptable. I decided to take the device into the store, where I was told it would be another 14-21 working days for repairs.

I spoke to the manager, Pule, and explained the situation, expressing that I could not wait another 14-21 working days as I needed a functioning device for work. I explained that the device had a different problem than the one it initially went in for, and that it had been further damaged during the repair process. I requested a store credit to purchase a new and different device, but this request was not granted.

The communication between Lalela and Incredible Connection regarding the repair process has been inconsistent and unhelpful. Lalela claims that the device had an unknown fault and blames the customer for the damage, despite the fact that the device was returned broken and with scratches that were not present initially.

I have now had this device for just over 6 months, and it is still under warranty. However, it continues to give me problems, and I am concerned about its reliability and longevity. There is also evidence of similar issues with Lalela devices on online platforms, indicating a potential recurring problem.

I am requesting a resolution to this matter in the form of a store credit so that I can purchase a different device that meets my needs. I expect better customer service and product quality from a reputable company like Incredible Connection. I would appreciate a prompt response and resolution to this issue.