Wrong advice costs me R999

On Friday 30 August 2019 I walked into Incredible Connection at the Menlyn Mall. A salesman approached me and I told him that I would like to go paperless, but my knowledge of PC's and notebooks etc is really poor. I informed him that I would like a Notebook with a pen in order for clients to sign the documents on the screen. He listened carefully and took me to the Notebook section where he proposed a Lenovo Notebook which was on special. He then asked another colleague of which pen (stylus) to use and the colleague advised him accordingly. We then pursued to the repair section where I spoke to one of the IT men and he informed me that he will be able to transfer all the info from my current Lenovo to the new Lenovo Notebook at a price of R650. I accepted it. He then said in order to activate my email address on Microsoft Outlook I need to purchase a product which would last 12 months. I told him that I do have Microsoft on the laptop that I was currently using and he said he can't use it on the new Notebook. My version is a 2010 version and quite old. Everybody was confident and the service and friendliness was outstanding. I bought the Notebook, a bag for the Notebook, R650 for the transferring of my current data from my current Lenovo laptop onto the new Notebook and the R999 Microsoft package in order to setup my email.

Once I got home, I was super excited to try everything out. I have charged my laptop and the pen and was ready to test everything. To my disappointment the pen wasn't working according to my wishes. It was skipping and I wasn't able to sign my signature.

I had to be in Polokwane the following day and on Monday 2 August 2019 I took the laptop to Incredible connection in Mall of the North, Polokwane. I was assisted by Thabo and he tried several pens which they had in stock on my notebook as well as other devices. The pens were not working properly and he said that there is a problem with all of the pens. He wasn't able to assist me further and he recommended me to return to Menlyn. I was in Polokwane for the next 2 weeks so I have just kept the laptop safe with me. I didn't open it again.

Today on the 15th of September I was able to go the Menlyn store. When I got there and explained the story the gentlemen behind the repair section as well as another colleague tested the pen on other devices and afterwards informed me that the pen and Notebook wasn't compatible. I either had to upgrade to an Acer which is R3 000 more or I had to refund my purchase.

I have decided to refund my purchase since I needed time to consider my budget and rethink the credibility of Incredible connection. Please take note that I am not a specialist when it comes to computers and therefore went to seek assistance from one of the trusted companies.

When I wanted to refund I was informed that I am not allowed to refund the Microsoft package. I asked to see the manager. I have tried to explain to him that I went into the store without knowledge and followed every instruction since they know what they are doing.

The manager stated that the Micosoft package is software and cannot be returned. So I am not able to get a refund on the Microsoft package. I feel that this is ridiculous since I have walked into the store without knowledge and followed all the advice and now I am left without a notebook and a deduction of R999 for a Microsoft Office package which I don't even use since I have it on my own laptop. Why do I need to take accountability for it if the trained staff advised it..... advised the wrong product with the wrong pen which is incompatible.

Also, Microsoft Office was installed by the Incredible connection team. I have not received the packaging from them. According to the staff member who assisted me today, he said that there was a used Microsoft Package lying around, but he wasn't sure who's it was. I can't say for sure, but I assume it is mine since I have kept everything in the original bag and I have never received the packaging.

I feel that I have wasted R999 on a microsoft office package which I am not using and many hours for walking into a credible IT store who advised me wrongly.