1 reviews | Active since Nov 2018
Worse Service Ever from Matrix
I bought a brand new Asus laptop in 2019 at Matrix Northgate. Within six months, the laptop started performing slowly and made funny sounds. Then hard lockdown kicked in, all non-essential stores including Matrix shut down. When the store reopened, I went to the store to explain that I have had issues with the laptop, and the laptop died. I was told it was already out of warranty. Besides me explaining the issues I had with the laptop while they were closed due to Covid, I had to replace a hard drive. December 2020, the hard drive dies again, it had to be replaced. I pay for it. January 2022, the hard drive fails again, mind due the warranty expired in December 2021, weeks before the hard drive fails again. So, I asked Nicole, from the Northgate store why in the space of two years, I had to replace the hard drive three times. I was told the matter will be referred to head office because I refuse to pay for a hard drive every single year for a new laptop. Is Asus an issue here? Did this laptop have mechanical issues from the onset? No investigations done, I'm told I must continue to carry the cost, which I refuse. And now the Northgate Branch is closing down end of February. What will happen if the hard drive fails again and the branch which I had purchased this faulty laptop is no more? I’m utterly disgusted by the poor service and nonchalant attitude by the staff. PS. I have owned a Dell laptop before, passed it down to my siblings and never in the 7 years that I have owned it had to buy or replace anything, let alone a hard drive.
The timing of the issue with your Asus laptop that coincided with the hard lockdown was most unfortunate. However, all our brand partners were aware that no clients would be able to return any faulty items during the hard lockdown, and as such a grace period was put in place to accomodate for such an event. Unfortunately too much time has passed since then for us to be able to assist with any warranty claim on the Asus laptop.
The issue of having hard drives fail within a year of each other is equally unfortunate. The manufacturers only cover for any manufacturing defects for a set period after time of purchase. The manufacturers deem this period long enough for any defects to materialise. After the intial warranty period has passed, the manufacturers accept no responsability for any further issues that may arise with their product.
Although the Northgate store is indeed closing at the end of February, any existing warranty for items purchased at Matrix Warehouse will be honoured by any Matrix Warehouse store. There is another branch a few kilometers down the road from the Northgate store, at the BelAir shopping Centre.
The timing of the issue with your Asus laptop that coincided with the hard lockdown was most unfortunate. However, all our brand partners were aware that no clients would be able to return any faulty items during the hard lockdown, and as such a grace period was put in place to accomodate for such an event. Unfortunately too much time has passed since then for us to be able to assist with any warranty claim on the Asus laptop.
The issue of having hard drives fail within a year of each other is equally unfortunate. The manufacturers only cover for any manufacturing defects for a set period after time of purchase. The manufacturers deem this period long enough for any defects to materialise. After the intial warranty period has passed, the manufacturers accept no responsability for any further issues that may arise with their product.
Although the Northgate store is indeed closing at the end of February, any existing warranty for items purchased at Matrix Warehouse will be honoured by any Matrix Warehouse store. There is another branch a few kilometers down the road from the Northgate store, at the BelAir shopping Centre.