1 reviews | Active since Nov 2013
Matrix Computer Warehouse Alberton does not adhere to the Consumer Protection Act
<p>I had the misfortune to purchase a Proline laptop from Matrix Alberton on 20/03/2016 which I paid cash for.</p> <p>After 4 months usage the battery stopped working. When the power cable was removed the laptop stopped immediately.</p> <p>I took the unit back to Matrix on 30/07/2016, and requested a refund. I was then told that Matrix does not give cash refunds, only repairs or store credit. <br />According to the Consumer Protection Act 19 of 2014 -</p> <p> If the goods are not suitable for the purposes for which they are intended or otherwise fail to comply with the requirements listed in Section 55, the consumer is entitled to return them, at the supplier’s risk and expense and without penalty, and:</p> <p>(a) Have the item(s) repaired; or</p> <p>(a) Have the item(s) replaced; or</p> <p>(b) Get a full refund of the price paid</p> <p> </p> <p>The really important point is that the choice of remedy is the consumer’s: the supplier cannot force a consumer to opt to have the goods repaired if the consumer wants a refund.</p> <p> </p> <p>This was back in July 2016. I then approached the National Consumer Commission with my complaint, which was forwarded to the Consumer Goods and Services Ombud. This is a lengthly process – and sadly without any teeth, because Matrix did not respond to any of the Ombud’s letters or faxes – so no resolution for me.</p> <p> </p> <p>I then approached the Small Claims Court in Palm Ridge. Send a letter of demand (ignored). Then organised a SCC court date and had a summons sent to Matrix with the name of the manager I dealt for attention. Lo and behold if Matrix refuses to accept summons and fobs off the process server with the lame story that the summons was for him (And not the business – clearly stated as the defendant.)</p> <p> </p> <p>I’m sort of glad they chose to duck and dive – because it shows how confident they are at facing me in Small Claims Court. I’ll get my refund eventually… but how I wish I’d gone somewhere else. Let this be a warning to other customers – Matrix does not care about your consumer rights !</p> <p> </p>
Good day Russel
This unit was sent in to the suppliers and tested 100% and returned to us. You were notified to collect the laptop and opted not to. We acted 100% according to the CPA . The case you refer to was never registered at the ombudsman and this seems to be **********ly sent to us as our lawyer could not pick up anything at the courts.
Your laptop is still with us and ready for collection.
Regards
The Matrix Team
Good day Russel
This unit was sent in to the suppliers and tested 100% and returned to us. You were notified to collect the laptop and opted not to. We acted 100% according to the CPA . The case you refer to was never registered at the ombudsman and this seems to be **********ly sent to us as our lawyer could not pick up anything at the courts.
Your laptop is still with us and ready for collection.
Regards
The Matrix Team
Let's take this one at a time:-
1.) The unit may have been repaired and tested at 100% - but was definately at 0% when I bought it in on 30/7/2017. If you scratch around in your little system you may find your CRO number ********** 6 in which your technician states "Fault: Unit not holding charge". So please accept the fact that the unit WAS NOT WORKING - unless you regard not holding a charge as acceptable (I don't).
2.) If you think you have acted 100% in accordance with the CPA then please read (carefully this time) the Consumer Goods & Services Ombud's Advisory note 1 - available on their website. Especially the bit about the choice available to the consumer.
3.) The case I registered at the National Comsumer Commission - and the same number gets used by the Consumer Goods & Services Ombudsman is C5298-8-2016. You can also contact Melanie Radcliffe ********** who is an Adjudicator at the CGSO. Ms Radcliffe will be able to verify how little interest Matrix Warehouse paid to her attempts to resolve the dispute.
4.) I assume what your lawyer was searching for at the courts was the case opened at the Small Claim Court in Palm Ridge. If so, then the case number is 163/2017 and was supposed to have been heard this Thursday at 17:00 in court No 68. (I love how you assume that a Sherrif of the Court has brought you a ********** summons... you guys crack me up.;-) Anyway, you guys managed to fob off the Sherrif's messager, so the date will have to be re-arranged. Next time - Please accept the summons and come and argue your case in front of a Commissioner - if you think you have one.
Let's take this one at a time:-
1.) The unit may have been repaired and tested at 100% - but was definately at 0% when I bought it in on 30/7/2017. If you scratch around in your little system you may find your CRO number ********** 6 in which your technician states "Fault: Unit not holding charge". So please accept the fact that the unit WAS NOT WORKING - unless you regard not holding a charge as acceptable (I don't).
2.) If you think you have acted 100% in accordance with the CPA then please read (carefully this time) the Consumer Goods & Services Ombud's Advisory note 1 - available on their website. Especially the bit about the choice available to the consumer.
3.) The case I registered at the National Comsumer Commission - and the same number gets used by the Consumer Goods & Services Ombudsman is C5298-8-2016. You can also contact Melanie Radcliffe ********** who is an Adjudicator at the CGSO. Ms Radcliffe will be able to verify how little interest Matrix Warehouse paid to her attempts to resolve the dispute.
4.) I assume what your lawyer was searching for at the courts was the case opened at the Small Claim Court in Palm Ridge. If so, then the case number is 163/2017 and was supposed to have been heard this Thursday at 17:00 in court No 68. (I love how you assume that a Sherrif of the Court has brought you a ********** summons... you guys crack me up.;-) Anyway, you guys managed to fob off the Sherrif's messager, so the date will have to be re-arranged. Next time - Please accept the summons and come and argue your case in front of a Commissioner - if you think you have one.
Noted
Noted