What's responsibility? Pinnacle doesn't know.

Absolutely pathetic service. No checks or balances and ZERO responsibility taken. Last year end of October I gave in my ASUS TUF A15 Laptop for a thermal fan replacement. Very complex I know. Now initially I was at fault and almost passed the quote expiration but thankfully they agreed to let me pay the amount and go forth with the repair. Friday, 20 October: Handed in my laptop. I was helped by a truly lovely lady at the tech desk, Aa'isha. November 7: Full amount paid and POP sent to the company. The tech told me he'd get back to me once the payment reflected. Monday, 13 November I email him for an updated time-frame. Thursday, 16 November: He replies and informs me it will be 6-8 weeks for the parts to arrive. I did some quick maths and realized i would probably only get it in the new year, but first week back or so. Tuesday, 19 December: I have received no updates, no correspondence, no feedback on the status of the repair so I mailed and asked whether I would be able to collect it before or after the new year. No response Today, Friday 12 January: I went to the Pinnacle offices to enquire about the status of my laptop and get an updated time-frame.

Firstly they say they're waiting for my payment to move forward with it. I told them I had paid and offered to show the POP. The lady (not aa'isha a new one) quickly stopped me from doing that and went to "chat to her manager." for probably 10 minutes.

She comes back, without the manager and tells me that the tech who was assigned to the job left the company end of last year and something something something they didn't order the parts yet. So somewhere there was a major oversight I honestly don't care whose, and no one bothered to let me know or send a mail or anything. So now my I've been without my main resource and asset for work almost 12 weeks for a job that should've taken maximum 8 weeks for the parts to arrive and 20 minutes to replace the fan. The best they could say was "We know it's frustrating." Wow, thank you so much. You've really made up for the colossal amount of my time you've wasted with YOUR negligence and pathetic management. 0/10 would recommend. The lack of customer care (and honestly general care for my device because they didn't even know it was in their storage) is astounding, pathetic and a testament to how they work. "As long as we're paid we couldn't care less. "