Poor Customer Service

Good day,

We purchased a laptop from Makro CapeGate in January, a few months later the tip of the power supply melted and broke off in the charging port. We returned the laptop and for months did not get any feedback. After numerous phone calls and numerous failed attempts to get hold of someone in the returns department we eventually got some story about the laptop not being sent to the supplier...which is a poor excuse. Then again only after we phoned to find out what's happening we simply got a quotation for a new power supply. I requested the reason why this had happened in the first place, because simply purchasing a new power supply may not resolve the issue if there is an underlying reason why it melted and broke off in the first place which will result in me spending another R900 and to have the same result 2 months later??? Then after not getting any response to my enquiry in the trailing mail we simply got a SMS to collect the laptop, upon opening the box I discovered that nothing was done, I assume the tip was removed and there is scratches and damage to the port, the broken power supply was also simply returned as is(please see pics attached) We purchased this laptop for my sons school work, it is a requirement at the high school he started at this year. We therefore had to purchase a second hand tablet in the interim so that he is able to access some of the school apps...he has 2 weeks left until his examinations and here we are sitting with a broken laptop, now more damaged than before and my son is still unable to use this laptop for school.

Your staff at Capegate, especially the returns staff have absolutely no customer service, they are rude and when trying to phone we placed on hold for 10m then the line cuts, try again, same thing, last week I was on hold for 30m and I didn't get through to the returns department...this is poor customer service guys!!!

And still waiting on a response...