POOR SERVICE

I have been waiting for feedback from the Edenmeadows branch since the 3rd of July 2025. I took my laptop (A Dell Inspiron 15 3520 - serial number 9GF9PY3) in on the 1st of July for repairs. Prioritised the repair and the technician said that I could collect on the 3rd of July. When I got there, they were apparently ****** at gunpoint. They then promised to phone me the Friday (4th) of July to confirm whether my laptop was ****** or not. No phone call was received. I then called them on Saturday, 5th of July - when they confirmed that the laptop was ****** and they will keep me updated with regard to the status of the situation (when the insurance will provide me with the laptop).

I am self employed, all of my income depends on me having a laptop. I phoned on numerous occasions and eventually got through to the Manager of the branch, Dineo, who also promised to give regular feedback. To date I have not received one phone call from Dineo or anybody at MATRIX WAREHOUSE. I am extremely disappointed that a company of this size has such poor customer service. If I know how long it will take for their insurance to replace my laptop (or a cash pay out), I will be able to make interim arrangements.