TK
Terry K
1 reviews | Active since Feb 2020
27 Feb 2020, 14:59
Laptop Screen Repair Negligence - Matrix Warehouse - Melville Jhb Branch
Laptop screen was damaged and needed replacing. The Matric Warehouse technician Ethan took the laptop to assess and emailed me a quote for a new screen. I was required to and did pay in full up-front. New screen arrived and when fitting it he damaged the connector cable to the screen so it doesn't work. He was supposed to order another and told me it has a 2-3 week lead-time. After 4 weeks I get told that I must come to the shop to pay for a replacement cable and then they will order it. So they damage a part which is negligent, and then demand the customer must pay to replace that part and they take no responsibility? It's actually quite simple in that the law does not protect against negligence. They gave a quote by a professional which I accepted and paid in full, and this is a contract, and they must be held to be responsible for their contractual commitment and negligent actions. Adults and professionals accept responsibility, adults do no shirk responsibility.
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Replies (5)0
Replies (5)
Matrix Warehouse Computers's replyOfficial
28 Feb 2020, 14:39Dear Terry
This is most unfortunate. We regret mistakes that, despite our best efforts can happen from time to time. Someone will be in touch soon to assist in resolving the matter.
Kind Regards
The Matrix Team
This is most unfortunate. We regret mistakes that, despite our best efforts can happen from time to time. Someone will be in touch soon to assist in resolving the matter.
Kind Regards
The Matrix Team
Matrix Warehouse Computers's reply28 Feb 2020, 14:39
Official
Dear Terry
This is most unfortunate. We regret mistakes that, despite our best efforts can happen from time to time. Someone will be in touch soon to assist in resolving the matter.
Kind Regards
The Matrix Team
This is most unfortunate. We regret mistakes that, despite our best efforts can happen from time to time. Someone will be in touch soon to assist in resolving the matter.
Kind Regards
The Matrix Team
TK
Terry K's updateReviewer Update
06 Mar 2020, 16:41Still nothing from Matrix Warehouse after 8 days. Not a word. Here is the status, the Matrix Warehouse technician Ethan emailed to say that it was decided to repair my laptop free of charge. For this I am pleased. However it still has not been done and I still have no idea at all when this will be done. Maybe this week, maybe this month, maybe this year?? Matrix have not said when it will be ready. I also emailed and sent 2 messages to Justine at the Matrix head office and also nothing, no response all all. In the whole of South Africa, not a single cable? Is this for real?
Below is the email saying they will fix it:
Below is the email saying they will fix it:
Good day Terry
I have discussed the situation with management and they have advised that to rectify the problem encountered with the Notebook, We will try and source the screen cable free of charge to you
Please allow for some more time to find the screen cable because spares for your Notebook is scarce
I do apologise for the delay.
Thank You
Kind Regards
Ethan
Technician
Matrix Warehouse Computers Melville
***
***.
TK
Terry K's update06 Mar 2020, 16:41
Reviewer Update
Still nothing from Matrix Warehouse after 8 days. Not a word. Here is the status, the Matrix Warehouse technician Ethan emailed to say that it was decided to repair my laptop free of charge. For this I am pleased. However it still has not been done and I still have no idea at all when this will be done. Maybe this week, maybe this month, maybe this year?? Matrix have not said when it will be ready. I also emailed and sent 2 messages to Justine at the Matrix head office and also nothing, no response all all. In the whole of South Africa, not a single cable? Is this for real?
Below is the email saying they will fix it:
Below is the email saying they will fix it:
Good day Terry
I have discussed the situation with management and they have advised that to rectify the problem encountered with the Notebook, We will try and source the screen cable free of charge to you
Please allow for some more time to find the screen cable because spares for your Notebook is scarce
I do apologise for the delay.
Thank You
Kind Regards
Ethan
Technician
Matrix Warehouse Computers Melville
***
***.
Matrix Warehouse Computers's replyOfficial
06 Mar 2020, 18:32Dear Terry, please see below sequence of events as per the franchise owner.
1. 09.01.2020 - Client came in with his notebook, screen visibly cracked and asked for a quote to purchase a replacement screen only.
1. 09.01.2020 - Client came in with his notebook, screen visibly cracked and asked for a quote to purchase a replacement screen only.
The technician checked that the notebook screen displayed despite the screen being cracked, and took down all the necessary details off the screen to order and the client left with his notebook.
2. 13.01.2020 - Client accepted our quoted price.
3. 14.01.2020 - Client paid via EFT
4. 15.01.2020 - Client collected the new screen and left, as he wanted to install the screen himself to save on the cost of installation by our technician.
5. 16.01.2020 – Client returned the next day, with the replacement screen in box (packaging opened) and notebook, and asked our technician to install the screen which my technician obligingly did at no cost.
After completing the install the technician did the necessary checks to ascertain that the new screen works, however, the notebook did not display and on further investigation found out that the screen cable was faulty.
6. The client was advised about the problem encountered and summarily blamed us for damaging the screen cable. The notebook was received with a faulty cable that was damaged before it came to us.
7. The client was quoted for a new screen cable and advised that the lead time was two to three weeks and he said it was too long a period to wait, collected his hard rive and left his notebook behind.
In conclusion it seems that the shop is not at fault here and they followed protocol 100% We are able to replace the damaged screen cable for you should you accept their quote.
Best Regards
The Matrix Team
Best Regards
The Matrix Team
Matrix Warehouse Computers's reply06 Mar 2020, 18:32
Official
Dear Terry, please see below sequence of events as per the franchise owner.
1. 09.01.2020 - Client came in with his notebook, screen visibly cracked and asked for a quote to purchase a replacement screen only.
1. 09.01.2020 - Client came in with his notebook, screen visibly cracked and asked for a quote to purchase a replacement screen only.
The technician checked that the notebook screen displayed despite the screen being cracked, and took down all the necessary details off the screen to order and the client left with his notebook.
2. 13.01.2020 - Client accepted our quoted price.
3. 14.01.2020 - Client paid via EFT
4. 15.01.2020 - Client collected the new screen and left, as he wanted to install the screen himself to save on the cost of installation by our technician.
5. 16.01.2020 – Client returned the next day, with the replacement screen in box (packaging opened) and notebook, and asked our technician to install the screen which my technician obligingly did at no cost.
After completing the install the technician did the necessary checks to ascertain that the new screen works, however, the notebook did not display and on further investigation found out that the screen cable was faulty.
6. The client was advised about the problem encountered and summarily blamed us for damaging the screen cable. The notebook was received with a faulty cable that was damaged before it came to us.
7. The client was quoted for a new screen cable and advised that the lead time was two to three weeks and he said it was too long a period to wait, collected his hard rive and left his notebook behind.
In conclusion it seems that the shop is not at fault here and they followed protocol 100% We are able to replace the damaged screen cable for you should you accept their quote.
Best Regards
The Matrix Team
Best Regards
The Matrix Team
TK
May I remind Matrix Warehouse that if this get's to court, they will be cros****amined and prosecuted for perjury. This behavior here by Matrix Warehouse is not only a public display of breach of contract and is also a display that a Matrix head office staff member is the author and party to lying on this public forum.
Take responsibility for the damage you caused and fix my laptop. You are supposed to be adults...behave like you are.
Terry K's updateReviewer Update
06 Mar 2020, 19:06The Matrix response here is an outright blatant lie. I have not taken possession of nor touched the laptop nor it's new screen or anything since handing it over to Ethan the Matrix technician. I therefore did not fit the screen since I never had the laptop and has been and still is 100% in the possession of Matrix Melville where I left it.
May I remind Matrix Warehouse that if this get's to court, they will be cros****amined and prosecuted for perjury. This behavior here by Matrix Warehouse is not only a public display of breach of contract and is also a display that a Matrix head office staff member is the author and party to lying on this public forum.
Take responsibility for the damage you caused and fix my laptop. You are supposed to be adults...behave like you are.
TK
Terry K's update06 Mar 2020, 19:06
Reviewer Update
The Matrix response here is an outright blatant lie. I have not taken possession of nor touched the laptop nor it's new screen or anything since handing it over to Ethan the Matrix technician. I therefore did not fit the screen since I never had the laptop and has been and still is 100% in the possession of Matrix Melville where I left it.
May I remind Matrix Warehouse that if this get's to court, they will be cros****amined and prosecuted for perjury. This behavior here by Matrix Warehouse is not only a public display of breach of contract and is also a display that a Matrix head office staff member is the author and party to lying on this public forum.
Take responsibility for the damage you caused and fix my laptop. You are supposed to be adults...behave like you are.
Matrix Warehouse Computers's replyOfficial
06 Mar 2020, 19:41Dear Terry
We take note of your reply.
Best Regards
The Matrix Team
We take note of your reply.
Best Regards
The Matrix Team
Matrix Warehouse Computers's reply06 Mar 2020, 19:41
Official
Dear Terry
We take note of your reply.
Best Regards
The Matrix Team
We take note of your reply.
Best Regards
The Matrix Team