Poor Customer Service, no response no follow up.

Dear Game and Skyworth

I bought Skyworth 65 inch TV at N1 City Game on the 17th June 2023 for cash. I took a warranty at Game and even topped it up with the Extended Warranty. The sales representative at Game N1 City was Romeo Sizwe Ndlovu. Below are the details of the Game store:

Masstores (Pty) Ltd trading as Game Reg.No: *** GAME & GAME LIQUOR N1 CITY CNR WILLIE FAASEN & LOWTJIE ROTHMAN N1 CITY 7460 Phone: ***

Full description of goods: Skyworth 65inch UHD TV Item Barcode-*** Insured value: R7 825, 22 Manufacture guarantee 36 months Warranty Barcode: 730651 Extended Warranty 24 months Warranty costs: 999.00 Start Date: 17,06, 2023 End Date: 17,06, 2228 Policy Number ***9

Model: 655UD9300F 22C0345S-00122

URGENT CUSTOMER SERVICE COMPLAIN

On the 30th September the TV started to have a fault, it had lines on the screen and the picture was distorted. I contacted the Game store and Warranty company. I was told that the technician will come to my house and assess the fault. 4 weeks passed and there was no call from the technician, I had to make several calls to follow up the matter. In the end on 5th November I had to take the TV to the Game Store at N1 City. This is after I was told that the technician company will not come to my house because it is a high risk area. I am registering my complaint based on the following facts.

* When I bought my TV it was delivered by Game to my house I was never told of any high risk, * I paid technicians at N1 City Game store who installed the TV and mounted it on the wall, they came same day no high risk issue was raised * When I was told that the technician will not come to evaluate the TV in my house, I offered to pick the technician up with my car and then drop him back to his office but no one listen to my offer. I explained that the TV is too big 65inch to be transported in my car, if the technician won't come to my house how am I expected to transport it to the Game store. * I am on phone call record saying that the chances of the TV being damaged are high in transit to Game N1 City store * I also complained that the TV is mounted on the wall the chances of the TV being damaged while I disconnect it is very high * I also complained that I will have to hire a bakkie to sent the TV to Game Store N1, the chances of it being damage while being loaded to the bakkie is very high * I repeated the offer to fetch the technician with my car and drop him back to no avail.

I was then put under pressure to take the TV to Game N1 City even though I am on record, you can retrieve the calls to back up my claim. Even today this morning I received a call from Game N1 City to unmount the TV and bring it myself because your technician won't come to my house. In the end I comp**** and brought the TV to N1 City Game store. On arrival I was told the TV had a scratch on the screen. I was told this is not a warranty issue as it is not a manufacturing fault. I was told to take the TV back with me.

My complain

If the technician came to my house I would not be having a problem with a crack on the screen. I warned Game that this will happen if I am forced to bring this BIG TV on my own with my own transport. I consider the scratch on the TV entirely Game Store and Technician Company fault. I am therefore registering a customer complaint and I ask Game N1 Store and the Warranty company to take full responsibility for the scratch on the TV. I do not accept the argument that my location is a high risk. In any event I offered to pick up the technician at my own costs but no one listened to the offer. This I consider bad customer service and I am giving Games Store N1 and the Warranty company to fix the problem before I take it up to the customer service ombudsman, and other relevant government structures. If do not hear anything from you in two weeks I will consider your internal process incapable of assisting me and will have to resort to small court claim.

Your unhappy customer Madoda Floyd Cuphe