Terrible cusotmer service.

I went into Matrix - Stoneridge on the 20March2019 to buy a Xiaomi My Box. The gentleman who helped me got one off the shelf and I paid for it and I was out of the shop in a matter of minutes. Great.

After using the device for a few days I found that it would stutter when you turned it on and just freeze the picture. You have to then restart the box and then we work no problem. Please note you cant just switch the box off then on again you have to restart the unite on the menu. Upon finding the device faulty I took it back to the Alberton branch as they are the closest branch to my house.

The young man who assisted was helpful, but started telling me how these units are like cell phones and can be trouble and I mentioned that I never have to restart my phone every time I want to do something on it.

He then started the unit and I said to him that it would work fine as it has been completely shut down but it is after it has been dormant for a while and you want to start it up again that it glitches.

He then asked if he could look at my slip and he told me that it was after 7 days of purchase so they could only send it in for warranty.

Firstly I was never advised that I only have seven days to return a faulty item, I would have then made a plan to get to a Matrix last week, but we were away a while last week and I had things to organise so hence I left matters as they lay. There is not even something clear on your slip that says in BIG writing must return for refund after seven days.

After that I was told that this Matrix branch had purchased these items from a supplier that is not even affiliated with Matrix warehouse and any refund requests or returns must be done at that branch.

I honestly began to lose the plot a bit there as I have never heard of anything so stupid. What is the point of purchasing something from a Matrix store that cannot be refunded or replaced at another store. If I go to a Checkers or Incredible connection I can return anything to a different branch no problems.

I assume the manager came out next and introduced himself and basically told my he can send it in for a check-up and nothing can be done until we do that. No refund, no replacement no nothing. If I want to do anything else I can take it up with Stoneridge. Then proceeded to tell my about consumer protection rights.

I feel that if Matrix had told me that firstly I needed to change the item after 7 days I would have made a plan. Then if they had advised me that they purchase these items from outside suppliers that are not affiliated with Matrix I would not have purchased from Matrix and then thirdly if I was advised that they were a franchise and any refunds or replacements can only happen at that branch I would not have purchased the item at all.

If all the facts were laid before me I would have taken myself across the road to Incredible Connection and saved myself a lot of hassle.