Paying for Not Working TV Under “Expired” Guarantee – Unfair Service from Russell's Guguletu Mall

Complaint:

My name is Juliet ***aza, account number ***2. I bought a television from Russell's Guguletu Mall in 2023. At the time of purchase, I was informed that the TV came with a 2-year guarantee. Based on that, I felt secure in my purchase and continued to make all my payments on time.

Unfortunately, the TV recently stopped working. I took it back to the store, expecting it to be repaired under the guarantee. To my shock, I was told the guarantee had expired, and that it was only for 1 year, which is not what I was told at the time of purchase.

I am still paying for this TV, as well as for insurance on the TV. I have been a reliable and consistent payer, and now I am expected to continue paying for a product that no longer works, and which the store refuses to repair or replace.

This is highly unfair and misleading. I feel that I was misinformed at the time of sale and that Russell's is not honoring their agreement. I would like this matter resolved urgently — either by repairing or replacing the TV, or by cancelling the remaining balance since the product is no longer usable.

I hope this issue will be handled with the seriousness it deserves. I am extremely disappointed and frustrated with the service I have received.

Regards, Juliet ***aza Account No: ***2