Please Read BEFORE shopping at MAKRO (Continues...)

<p>I recently upgraded my home entertainment centre, but what was supposed to be a pleasant undertaking, has left a very unpleasant taste in my mouth.</p> <p><br />I purchased an XBOX One S on 22 April 2017 from Makro Silver Lakes.</p> <p> </p> <p>The following issues were encountered after setting up the device:</p> <p>1. I was intermittantly unable to start the device by using the device controller, and</p> <p>2. the device would "freeze" during game play at times.</p> <p><br />I proceeded to return the device to Makro Centurion on the 15th day after purchase at which time exchanging the device was denied by Makro Centurion. Sending the console to the service centre for repairs was also denied, at which time I was informed that the onus of having the device forwarded to Microsoft for repair was upon me. I disagree with this entirely, it is Makro's responsibility and I believe them to be trying to pass the buck. </p> <p> </p> <p>I tried in vain to contact Microsoft in South Africa as calls are automatically diverted to Microsoft's International Call Centre. Upon reaching the latter, I was assisted by someone called Matthew, who confirmed that Microsoft would replace the said device. He then logged a ticket for collection to take place and also gave me a reference number: ********** 861. He gave no indication of how long the process would take and led me to believe that a simple pick-up and drop-off by the courier would take place.</p> <p><br />Subsequently, a courier collected the device on 09 May 2017.</p> <p><br />I spent the following 2 weeks enquiring about the progress, however I was again unable to speak to a call centre operator in South Africa and therefore again ended up speaking to various international call centre operators. I was given multiple different answers which ranged from between "4-5 days", "14-21 days" and "weeks due to stock shortages" for replacement to be completed.</p> <p><br />I, obviously, felt that the current status of events was completely unacceptable as the device was purchased a mere 15 days before, and that it would seem that repairing the device would take longer than the time I actually had the device.</p> <p><br />Over the course of the next 2 weeks, I continuously followed up on the issue via Microsoft's International Call Centre. During these interactions every single operator gave conflicting explanations as to what the standard procedure was. I have record of every e-mail interaction in this regard, which I am able to provide if need be.</p> <p><br />On the afternoon of Friday, 19 May 2017, I logged a complaint with Hello Peter.com (under username "Pta36"). I was contacted by a lady from Makro (whose name I have misplaced) later on the same day. She took down my Makro Card Number ( ********** 7) in order to investigate the matter.</p> <p><br />I was subsequently contacted by Briayan Richards from Makro Centurion who took down details of the incident. I specifically told him that the device was currently in Microsoft's possession. The call was placed on hold while he confirmed with his manager whether a credit could be passed in this regard. I was then told that Briayan's manager agreed that a credit could be passed as long as I had a reference number from Microsoft, which I did have (marked above in bold). </p> <p><br />At this point, I made it clear to Briayan that it would be unacceptable if I were to be confronted with another hick up after I had taken the time to drive all the way to Makro Centurion, to which he rep**** that there wouldn't be any issues. Upon meeting Briayan at the store, he asked me to forward the e-mail message containing the Microsoft reference number to him. He then left me waiting at Customer Services for a credit note whilst he went to speak to his manager elsewhere.</p> <p><br />After waiting longer than necessary without receiving a credit note, I returned to the relevant department in the store to ascertain what was causing the delay. There I found Briayan along with his manager who was on the phone at the time.</p> <p><br />The manager failed to introduce herself, who I later learned was called Sharon Jenneker. Sharon then told me that the credit could not be passed without the faulty device being present. I told her of the conversation between Briayan and myself, during which he assured me that everything was in place and that there wouldn't be any issues upon reaching the store since I did have the required Microsoft reference number.</p> <p><br />Sharon proceeded to speak to me in an extremely condescending manner and merely shrugged her shoulders at the situation. I then asked to speak to the store manager upon which she smugly rep**** that she was the store manager. I later learned that a man by the name of Hennie Gouws was, in fact, the store manager. In other words, she was purposefully *********, which I expect her to be disciplined for at the very least.</p> <p><br />I informed her that I would purchase a second XBOX and return the original device after it was delivered back to me, and then expected the long awaited credit to be passed. She said that that would be fine after which she disappeared. She committed to me receiving the original device back from Microsoft within the next 2 days, which I find hard to believe seeing that I was told that there was a stock shortage.</p> <p><br />The above series of events coincides with a similar situation encountered during the same time as a result of me purchasing a faulty 55" LG LED television at Makro Silver Lakes, which had to be replaced twice within the last 3 weeks. This is absurd.</p> <p> </p> <p><br />As a matter of interest, the sales person (Briayan Richards) informed me that I had 14 days to return the device in case of any defects etc., which is in total breach of the Consumer Protection Act which states:</p> <p>"In terms of S56" of the CPA all goods sold to a consumer are sold with an imp**** warranty of quality, that cannot be contracted out of or revoked. The warranty gives the consumer the right to receive goods that:<br />are reasonably suitable for the purpose that they are intended to be used for,<br />are of good quality, free of defects and in good working order, and<br />will be durable and useable for a reasonable period of time.</p> <p><br />If goods are found not to comply with these requirements then, for up to 6 months after receiving the goods, the consumer can:<br />return the goods, or<br />get the goods replaced, or<br />get the goods repaired.</p> <p><br />Also in terms of "S56", the consumer (not the supplier) can decide whether to choose the refund, replacement or repair.</p> <p> </p> <p><br />Therefore, for the store to indicate to a consumer that defective goods need to be returned within 14 days to avoid losing the option of exchange, is ******* not to mention a form of bullying. The truth is that the consumer has the right to decide between return, replacement or repair for a period of 6 months after the initial purchase.</p> <p><br />My entire experience with Makro wreaks of incompetence and untruthfulness, and I expect the appropriate action to be taken against the said individuals.<br /> </p>