Worst After sales service EVER

My whole experience with incredible connection in Mimosa Mall has in fact been terrible- from the very first moment I entered the store! I should’ve walked straight out before even purchasing the laptop, especially after waiting and waiting to even be assisted. The salesman assisted me with registering for the extended warranty only to find out when my laptop needed repairs that it had not been done. In store, and with the assistance of the salesman, I registered the laptop for the extended warranty offered by the store. I took a screenshot of the completed process (under advi*****t of the salesman, who told me it would serve as proof that I have registered my laptop for the extended warranty). After a week I had still not received any documents or correspondence from the store confirming the warranty. At which point I visited the store to inform the salesman, who proceeded to tell me not to worry, many of the customers do not receive the documents- as long as I have the screenshot that it was done.

Four months after my purchase , upon opening my laptop I noticed lines on the right of my screen but no visible crack on the screen. Please find attached. I know for a fact the laptop had not fallen but proceeded to inspect for any scratches, dents or other cracks indicating such an incident- and found nothing. The next day I booked in the laptop at Incredible Connection’s technical service department at the Mimosa Mall branch , thinking that because the laptop was well within the warranty period, it would be repaired without any hassle.

Two weeks after booking the laptop in, the technician called to inform me that the supplier (Core Group) refused to repair the laptop as the warranty did not cover physical damage- as they believe the screen was damaged due to negligence. The same day I went to the Istore at Loch Logan Waterfront to obtain a second opinion-because I knew the laptop had not undergone any physical damage. One of the consultants at the Istore confirmed that it was indeed an internal issue and no physical damage was evident on the device. I went back to Incredible Connection to convey this message, after which they told me they could not repair the screen either way because they could not locate the certification confirming I had registered for the extending warranty. I explained coming to the store months earlier to inform the salesman that no warranty documentation was received by me, after which he had assured me it wouldn’t be a problem as long as I kept the screenshot. The technician then informed me that the salesman I dealt with was currently on leave so they couldn’t do anything about the extended warranty issue, but continued to assure me that he would sort it out with the supplier and explain the situation. Weeks passed and every time I went into the store to check on the progress (because at no point did they contact me to let me know what was happening), they told me the supplier would not cover the repairs as the device was “out of warranty” or “damaged due to negligence” but they would sort it out and get back to me. I work an hour outside of Bloemfontein so getting to the store to follow up was a challenge in itself, but something I had to do because no communication was established from their side.

Two months have now passed since I’ve booked the device in at Incredible Connection, besides me visiting the store multiple times and the first call I received from the technician, Incredible Connection has not been in contact with me at all. My defective device is still at the store and has not even been sent to the supplier for repair or even inspection. Incredible Connection refuses to take responsibility for their part in this warranty situation including the screen repair, and in selling me a laptop under false pretences saying that the warranty covers all issues and repairs. Instead, Incredible Connection has been storing my laptop with no intention, it seems, of doing anything to assist in its repair- in addition to accusing me of being negligent and physically damaging a device which I payed cash for!

Please save yourself the money, time and effort and stay away from making any big purchases at this store