My e-mail to Matrix Warehouse Alberton says it all!!!

To Whom It May Concern;

I trust this mail finds you well.

I brought my laptop to your Alberton head office branch, for an upgrade, on 9 September 2022. My decision to take my laptop to Matrix is because you are a reputable company and do repairs and upgrades.

The main reason was to increase the performance on my Dell gaming laptop for my son who enjoys his gaming. My son visits me every alternate weekend and I wanted to surprise him with the upgrade and improved performance of my laptop. I wanted the upgrade completed before 16 September 2022 when my son would visit me again.

I spoke to Victor, at the technical department, and he said that he would increase the RAM and update my software. My laptop was in perfect working order when I gave it to him, hence only an upgrade was required and not a repair.

I collected my laptop on 10 September 2022 and had to pay an amount of R3,678.00 (proof of payment and documents attached). Whilst there, I purchased a power bank for my son as another surprise. The cost was R269.00 (proof of payment attached).

When I arrived home, I switched on my laptop and it kept on “freezing”. I would have to switch my laptop off every time it did this and restart. After a while, my laptop would freeze again.

I returned to Matrix Alberton on 12 September 2022 and gave my laptop to Shelton because Victor was not there. Shelton told me that my laptop was getting very hot and that Kaspersky, loaded on my laptop by Victor, was taking up most of my performance whilst it was on. I decided to purchase my own Kaspersky (proof of payment attached) for Victor to load on my laptop. I asked Shelton if the overheating was due to my battery as it was still the same one when I purchased my laptop, he said it could be. I phoned Matrix on 19 September 2022 and spoke to Mandla to order a new battery for me, he did. The cost of the battery and relevant documents are attached herewith.

I returned to Matrix Alberton once again on 20 September 2022 and gave my laptop to Victor. He said that there was an issue with my Microsoft office and suggested that another solid state drive, I already have one in my laptop, be installed in my laptop in place of my hard drive. I asked him what the cost of the solid state would be, he said about R2,000.00. Whilst there, I asked him whether I should purchase a new Microsoft Office, he said I should. I did, based on his advice and my trust in him, and gave it to him (proof of payment attached herewith) as I was desperate to have my laptop fixed.

I collected my laptop from Matrix Alberton on 22 September 2022. I was surprised when Victor took some documents to the tellers. I was told that the cost was R2,000.00. I did not know why I had to pay the amount, I was told that another solid state had been inserted into my laptop. I never gave Victor the permission to install the solid state but merely asked him what the cost would be, explained above. The proof of payment and relevant documents are attached herewith.

When I checked my laptop that evening, I noticed the following:

• My laptop was still freezing. • All my software for my printer, scanner, cell phone and GPS were not there. • Some of my data and personal files were not there. • When I logged into my son’s profile, none of his gaming launchers were there. • My Microsoft Word and other applications were not responding properly.

I am not IT technically minded at all, but managed to install some of the software for my printer etc. I was extremely concerned and upset that my laptop was still not operating properly as I cannot go without it. How many more times would I have to take my laptop back to Matrix Alberton!!! I was getting absolutely irritated and despondent travelling back and forth.

On 23 September 2022 I returned to Matrix Alberton after taking my mother for a doctor’s appointment, she is 88 years old. I asked Reagan to assist me. He truly is a wonderful, very helpful and pleasant person. Reagan inserted my new battery and assisted me with my son’s gaming setup. Whilst Reagan was working on my laptop it froze a number of times and he had to reset it or pushed Ctrl, Alt, Delete. Victor was standing watching him and said that some programs had not yet been installed. This made Reagan’s job more difficult. Why did Victor not install these programs in the first place!!! We spent two and a half hours there and my mother had to sit waiting for Reagan to finish.

The condition of my laptop now:

• It still freezes. • It still gets hot. • My son’s games are not responding properly. His games are on an external hard drive and cost us a fortune to purchase them. When a game is opened it takes a long time to load and then freezes. • When logging into my son’s account it kicks you out frequently and only allows access after a few attempts. • My Windows and other applications do not respond properly.

I am medically boarded and live with my mother, a pensioner, and we each earn a small monthly income. My mother has had to assist me financially to pay for all the amounts paid to Matrix. All we wanted to do is surprise and spoil my son in the first place. I have spent a total of R9,194.00 at Matrix Alberton of which R8,925.00 was for the upgrade and repair of my laptop.

My laptop is still an absolute mess after all my efforts and visits to Matrix Alberton!

My son will be visiting me for the October school holidays and I will be fetching him on 30 September 2022.

I want my Laptop to be fixed and FULLY REPAIRED before I fetch him. I will not return to Matrix Alberton as I am honestly sick and tired of dealing with Victor, I do not want to see him again!

If this is not done, I WILL contact the senior management of Matrix.

Kindly acknowledge receipt of my e-mail and advise on the way forward.

Your support and assistance regarding the above will be appreciated.