Faulty volkano airpods

Complaint Regarding Faulty Volkano Earbuds and Handling of Proof of Purchase

I am lodging this complaint regarding a pair of Volkano earbuds that I purchased from PEP for approximately R300 less than two months ago.

The earbuds have already stopped working, despite being relatively new. I still have the original packaging/box, but unfortunately I no longer have the physical till slip but i have transaction history from my bank app.

I understand that PEP requires a till slip or proof of purchase. I therefore checked my bank statement because a bank statement showing a transaction to PEP would constitute evidence of the purchase if I paid by card.

My concern is also with how the store attempted to locate the transaction. I was informed that they searched the transaction records for 26 June on only one of the three tills, despite not knowing which till the purchase was made on. They then searched 29 June on another till.

I do not understand why the transaction search was not conducted systematically across all three tills. If the purchase was believed to have been made on 26 June, I expected the store to search 26 June across all three tills. If nothing was found, the same process should then have been followed for 29 June across all three tills.

Searching 26 June on only one till does not establish that the transaction did not take place on that date, because there were two other tills whose records had not been checked. Likewise, checking 29 June on only another till does not conclusively establish that the transaction cannot be found.

This is particularly concerning because the staff did not know which till I had used. In those circumstances, checking only one till for a particular date cannot reasonably be regarded as a complete search.

I am not asking PEP to accept an unverified claim. I am asking for a proper and reasonable investigation of the transaction, using all available information. I have retained the product packaging, and I am willing to provide my bank statement showing the PEP transaction if the payment was made by card.

The earbuds cost approximately R300, which is a significant amount for me, particularly for a product that has failed in less than two months. I purchased the product expecting it to be reasonably durable and fit for its intended purpose.

I would therefore like PEP to:

1. Conduct a proper search of the relevant transaction records for both 26 June and 29 June across all three tills, rather than searching only individual tills. 2. Consider my bank statement as proof of purchase if it shows the relevant PEP transaction. 3. Take into consideration that I still have the original Volkano earbuds and packaging. 4. Provide an appropriate remedy for the faulty product, such as a replacement or refund, in accordance with my consumer rights. 5. Explain why the original transaction search was limited to individual tills when the staff did not know which till was used.

I hope PEP will reconsider the matter and conduct a complete investigation rather than treating the absence of the physical till slip as the end of the matter. I am willing to cooperate and provide whatever reasonable information is available to assist in identifying the transaction.

I look forward to a satisfactory resolution.