Makro deny of refund & violations of consumer rights

Goodday On the 10th April 2024 I purchased a brand new Lenova laptop and Microsoft Office pack . Within 3 days the laptop bluescreened, the battery was dying within an hour and it was overhearing and the Microsoft product key was not working so I took it back to makro springfield ,The staff are off no use at all and are absolutely rude ,I requested a refund as it was returned in 5 days within 7 days according to their exchange and refund policy yet they gave me a whole story and said they have to book it in for repairs how can you send a 3 day old brand new laptop for repairs?

Almost a month went by and someone phones and says we must come in they denied my request for a refund I have spoken to 3 IT Technicans including the one at makro and they all said the laptop is defective and we need a refund however the manager at makro said that they did a upgrade my question is how does an upgrade help the battery and overheating issue .

My IT technican said once a brand new battery gives you a problem it will always and the overheating issue is the AMD the processor so how can a brand new laptop have such major issues? And Makro made me like a idiot and say they did a update .

the manager said they will escalate it to the head office and after 1 week went by they didn't even have the decency to phone I had to follow up and they said nothing is wrong with the laptop and microsoft and i must come pick it up .

The sales people are giving false and misleading information about their products they are advertising old stock and the manager Tracey herself heard the instore IT technican say the battery and overheating issue has nothing to do with a bios upgrade. This product is an unsafe good in my home due to the overheating issue it can explode and if the system crashes and I loose all my work. I even asked the manager Tracey if I take the laptop home and if the problems occurs again she had the audacity to say we must bring it in so if I have an issue 10 times I must come to makro 10 times and apparently their warranty does not cover certain issues and I may have to pay .

Their customer service is pathetic and unprofessional they lack knowledge of consumer rights and their own refund policy and they are denying my request for a refund I am an unhappy customer and returned a defective and unsafe good yet no one is able to help me .

They are treating me like a stupid person and forcing me to take a broken reject laptop home and reject microsoft pack .I am a well educated person who has worked with laptops for years and now they are trying to come up with lame excuses to avoid refunding me. The Microsoft product key was not working I have went on the online support and tried to upload it however it was not working and they said nothing is wrong with it I must phone Microsoft sit hours on the call wait for a consultant to help me . According to the consumer protection act they have already violated many of my consumer rights .

The manager said I must speak to lenova and Microsoft my dealing is not with them it is with makro I purchased a product from makro thinking it is a working product so I am entitled to a refund or a replacement .It is not their decision it is mine as a customer to decide if I want a refund or replacement . I will not accept a replacement as their stock is sitting in the back for I don't know how long .I cannot trust their salespeople word .

The manager at makro said they escalated it to their regional office so how can they deny a refund for defective products and unsafe products ???

I always have supported makro I had issues with few products yet I have overlooked it but this is a big issue that I cannot overlook I will not be purchasing any products in the future and will never recommend anyone else too. The salespeople and customer service is extremely bad at the end of the day their main priority should be the customer satisfied .

Makro takes your money and then after that whatever issues you have it is not their problem they are very unhelpful and disgusting. Makro forever has complaints about their products they need to stop keeping old stock sitting in the back of their warehouse and then sell us reject things and when we have an issue make us like a stupid and not help us .

I will be lodging a complaint with the consumer protection act because this is unacceptable and I will be posting this on all social media platforms.