DISGUSTING CUSTOMER SERVICE

Russell's Store Somerset East Manager -Heather Selling broken goods to customers items that are on display window. My father bought a smart TV from this store 01/09/2020 Samsung 49 inch TV cash R6999.00 The TV started giving problem my father reports the issue to the store which they also took time to respond an collect the TV from his house. Eventually they collected the TV , around beginning Jan the TV was at this stores since January till last week April when their supplier came an collect the TV to check it out that is 3 month later. Supplier calls my dad to advise the fault with the TV was a human error, human error which he's not explaining what the human did to the TV an he continues to say he needs to pay R4500 for the repairs plus labor an transportation of the TV. The store is quiet not giving my father any update hes the one calling and following up. Firstly TV was on display at the store being played everyday when it was sold to my dad for how long we don't know?? Secondly it only lasted 2 months and it was faulty it was on display. Thirdly it stayed in the store for almost 3 months before their technicians came an collected it for checks. The human error you are accusing my father off how can you prove that it is indeed Him who committed the error? How about the 3 months it was at your store an mind you this was a second hand TV that was on display window and played everyday at the store. And the TV Being exposed on the display could have had the error but only awaited to be used an then manifested itself. My father was not given the option to wait so they can bring him another TV from another branch or something like any other store would do as they know items on display are not for sale to avoid such that has happened to my dad.

The manager confirmed to my father earlier this month they will be replacing the TV or refunding him the cash R6999.00. The manager also confirmed the technicians turn around time was over the TV must be replaced or refunded back. Today he gets a call from a technician that he needs to pay This is unacceptable unfair treatment to the customer.

Russells to replace the TV or refund the client goods on display are not to be sold to customers. You could have given the customer time to wait atleast u deliver from one of your branches. The treatment the customers received from your store an service is distasteful an unacceptable. I believe he even should have received a discount from the normal price customer protection Act Kindly arrange contact been made with my dad John Magienda *** to sort this out please.

Treat the customer fairly an stop selling goods on display where everyone is touching an testing same TV being played at the store everyday till it was sold when problem arise you expect the customer to pay for something that you can't prove they were at fault. Your delays also played a huge role in this mess Russels store.