Disappointed and bad service

Good day

I am very disappointed with the service i got feom the MTN store in Mall of Africa yesterday the 10th of April 2022.

My wife bought a Laptop in that store last year 01/11/2021 abd yesterday morning it started giving us problem where it does not wanna switch on, its telling us that we must install the hardrive while it has been working normal all this time without any issues.

When we got to the MTN store in Mall of africa, first disappointment we had to wait 45 minutes to be assisted while the was a lady who was doing nothing but busy walking around the store without assisting us, we had to call her to assist us, in which i think she should have atleast asked how she could help us, moving forward, we explained to that lady that the laptop is giving us problems, it doesnt wanna switch on, while when we slept on saturday it was working fine but we wake up sunday laptop is not working anymore, the first thing she said was “Did it come with a hardrive” I personally believe training is given to everyone who works there but that to me clearly indicated that she doesnt know anything about laptop, and I explained to her again that the laptop was working fine and it just broke down in the morning and we dont know what happened to it, she insisted that we had to buy a hardrive since it didnt come with it, that didnt make sense to me but moving forward, she then told us that we have to take the laptop to the supplier ourselves because they dont deal with laptop repairs, a customer must take it themselves to the supplier and laptop doesnt have warranty, I then showed her the terms and conditions that where giving to us when we bought the laptop and what it says about the warranty which is 24 months and it states that if we have any problem with the item we must go back to the store we bought that item or to the nearest MTN store it doesnt state that we personally must take it to the supplier, If we wanted a laptop from a supplier, we would have went straight to the supplier but we went to MTN and now we are being told we should go to the suppliers.

1stly in your terms and conditions, it doesnt state that I as a customer must take my unit to the supplier should i have any problems, it says go to your nearest MTN store or where you have purchased the item from. Secondly, it states that I have 24months warranty on the item so when that lady says it doesnt have warranty, I am lost Thirdly, why am i being told I should go buy hardrive while the laptop itself comes with a hardrive. Fourthly, Are your sales people well trained because the service I got from that lady was terrible. Fifthly, why is the service sooo slow while theres sales people roaming around and not assisting customers. Lastly, for me to go to the MTN store and then being told to go to the supplier, its waste of my time if tgat was explained from the start or if it was written in the terms and conditions, Its waste of my petrol…

I expect to hear from you with a resolution to this because to me all that is a very bad service and which i feel it needs to be sorted out soon, if you have to update your terms and conditions then do so because it’s inconveniencing us as customers.

I am totally disappointed.