********* conduct at Matrix Alberton

If I could give no stars I would as I am utterly disgusted about my experience today. Having built custom computers for clients for the last ten years, I find myself needing to go to Matrix Alberton on a weekly basis to get the components I need. Living in Roodepoort, it is a bit of a drive to get there, where I know I can get what I need. The young staff have been helpful and I have not had any problems until today.

Last Saturday I bought a new Msi LGA 1151 motherboard for a client as he wanted a new one which would be compatible with his LGA1151 cpu. I was embarrassed already to find that when I installed the new board in his PC, last Sunday, after he drove 50 km to see me, the cpu fan was spinning but not posting the boot sequence. I told my client I would exchange the board at Matrix today (on day 7).

Having spent many thousands of rands supporting Matrix Warehouse, I would have thought they would’ve handled the issue with the care I deserved.

After seeing one of their “technicians”, I was told to get a credit from the lady that helped me, her name was Anna. I was made to wait a long time only to be informed by the lady running the store who in my opinion insinuated that there was physical damage on the motherboard as she said one of the pins were bent, ultimately insinuating I caused such damage. I saw no bent pins. If I was so inept, I would not be trusted to build custom PCs for clients. She would have to get one of her “technicians” to bend the pin back and send it back to the supplier. Only if the supplier grants the store credit, would I receive a replacement or refund.

She told me I could by a new one without the credit from the other motherboard app****. It would be at full price. I was made to wait again for 20 min while she went to the back to “talk to someone”. Again she told me she had to send it in. She took my number down on a s**** piece of paper to record my contact details, not in a book. No turn around time was discussed with me either.

The usual exchange for defective products is 7 days which Matrix had chosen to ignore.

The long and the short is the motherboard was defective and I needed a replacement which inconvenienced both my client and I. I went to computer mania and had to be sorted out today to prevent further inconvenience to my client as a result of Matrix treating me like I am an idiot and I don’t know what I’m talking about.

Section 55(2) of the Act states that a consumer is entitled to goods that are:

Reasonably suitable for the purpose for which they have been sold; In good working, order and condition; and Useable and durable for a reasonable period of time having regard to the normal use to which the goods sold will be put. Section 56(1) of the Act states that the provisions in section 55(2) are imp**** in every transaction concerning the supply of goods to a consumer.

Section 56(2) of the Act states that if a consumer purchases goods that do not comply with the requirements set out in section 55 a consumer may within six months of the purchase return the goods to the seller at the seller’s risk and expense and the seller must at the direction of the consumer either:

Repair or replace the defective goods; or Refund the consumer fully for the goods purchased. Section 56(3) of the CPA states that if the seller is unable to repair the defect within three months the seller must: Replace the goods; or Refund the consumer fully.

On Tuesday morning as a principle, I will proceed to to enforce my rights as a consumer against Matrix warehouse by laying a formal complaint in relation section 55 (2) of the Consumer Protection Act with the CGCSA.

I will give Matrix the opportunity to do right by me and convince me they will never try and pull a stunt like this with any other customer again. As far as doing further business with Matrix goes, you will never see me again as I don’t deal with people who cannot practice ethical conduct.