Unsatisfied customer

Product: Dell Inspiron 3558 i5 5200 8gb 1tb 2gb graphic card

I bought a Laptop on the 03 December 2017 (Sunday) from the Incredible Connections store in the South Coast Mall. I was told the ins and out of the laptop and of course, it sounded great at the time and as it was on special, I took it.

I had taken it home and had to wait the entire night for it download whatever updates it had needed. The next night, Monday the 4th, I began to use the laptop. The laptop was still busy trying to download background applications which I had stopped so I could download something for work. This took 3 hours at first. I had changed my internet connection and still, it took around ½ an hour to complete the download of a 20mb file.

I realized by Tuesday the 5th that I was not satisfied with the laptop so I had decided that I'd take it in the next day to return. I knew there were a few rules to returning a product at incredible connections, but at the same time, it had just been three days and the packaging along with the laptop was in great condition. Also, being within the 14 day consumer return period, I wouldn't have much to worry about.

When I got to the store, they had a technician attend to us at first. In the beginning he noticed that the laptop was a bit slow. After I had pointed out the fact that it had also taken hours to download, the technician wanted to check the laptop while being connected to the internet. The store has no internet connection, therefore, I had to use my phone as a hotspot. I feel as this was an inconvenience and unfair on my part. Thereafter, the technician completely ignored the fact that the laptop was originally a bit slow in the beginning and he blamed it on my internet connection being poor at home and told me that there was never anything wrong with the laptop.

While I was there, there was a lady returning a product as well, they had told her because the packaging was TORN and DAMAGED she would have to pay in a 15% handling fee.

So when I told the technician, that I am not happy with the laptop and I would like to return it. Whether there is or is not anything wrong with it, I, as the consumer was NOT CONTENT with it. That's when I got told that I'd have to pay in the 15% handling fee. I tried to argue the point that everything was still in perfect condition, including the actual packaging. According to the technician, it is the fact that I opened and used the laptop. How would anyone know whether they are pleased with their product if they do not use it or open it?

I called the store this morning and told them that unfortunately I really am not happy and would rather return the laptop. A lady who works there told me that I would have no choice but to pay in the 15% handling fee due to it being opened and used. She also said that she would contact me next week sometime as they will have their internet up and running. She advised me to bring the laptop in so that they can do the necessary updates and hopefully it'll be faster.

How is this going to help me when I'm not happy with the laptop? My previous Dell laptop, which I had for 4 years had never had a problem of being slow. I am not going to settle for a product that costed me R10 000, especially when I am not satisfied with it. I therefore request a full refund as according to the store there seems to be no problem and the packaging is in perfect condition too.