Disregard for CPA and shocking customer service

I cannot recommend that anyone buy anything from Matrix Warehouse. Want to know why? Read on: On the 22nd of Sept 2017 I bought a laptop universal charge for R499. On the 14th of Oct 2017 The charger stopped working because the pins for some reason had come out of the original unit. This made the item only 3 weeks old and no longer functioning.

As per the Consumer Protection act, • Consumers are permitted to return goods to suppliers, without penalty and at the suppliers’ risk and expense, within a period of six (6) months after delivery of such goods, if the goods are of inferior quality, unsafe or defective. • Suppliers are obliged to refund, repair or replace the failed, unsafe and defective goods.

In other words, a consumer is allowed the choice of 3 R’s (Repair, Refund, Replacement) when a product no longer functions as per its intended use within 6 months of the purchase date. (Your right to imp**** warranty of quality) This charger was 3 weeks old ad it came with a 1-year warranty. If I had the charger for 8 months and a problem occurred I would have no problem with the store returning it back to the manufacturer to be repaired as that is how a warranty works.

However, it was only 3 weeks and I was 1 forced by your store to have the item sent back to the manufacture to be assessed and repaired if needed after explicitly stating that I wanted a replacement unit. The unit would also only be sent to the Manufacturer on Tuesday leaving me with no way to charge my laptop for 4 days. How was I to get any work done?

So not only had my rights as a consumer been completely ignored I was then forced to purchase yet another charger as I had work that could not wait 4 days to be completed. Now I will have 2 chargers, to the value of R1000 and the ability to only make use of one them because your store could adhere to the guidelines as set out by the CPA.

Never mind that I have spent thousands at this store and was a returning customer, your Managers blatantly disregarded the CPA and provided shocking customer service in the process.

I highly recommend that no one ever buys any products from a Matrix warehouse because if a product doesn’t work you will be forced to waste more of your money on a replacement when you should be accommodated regardless.

Shocking!