Poor service

Hi I am really frustrated and disappointed with the level of service I received from Game store in Pretoria at Mamelodi.

On the 7th of March I went to the store to complain about sunbeam 6 bar quartz heater which I bought in May 2020 . It was working fine till November when it started giving me issues whereby it would switch off on its own, like as if there is a short fuze, and it kept doing that when I switch it on. I then went to the store with the heater to complain and I was assisted by a lady at customer service I forgot her name I told her the issue and she said she doesn't know the return procedure for sunbean, so I should leave my details and she'll get back to me.

I insisted that I leave the heater and she should just give me proof that I left the heater at the store, which she did.

On the 10th I was contacted by Zodwa from customer service Game store Mamelodi, she said the suppliers came and checked the heater and just said the heater doesn't trip electricity, which was not what I complained about. They said there's nothing they can do and I must come collect my heater, I asked for the suppliers contact details and she said they have, it's when I started demanding them that she gave me the contact details.

I then called the supplier and spoke to a lady by the name of Mimi and she informed me I need to go back to Game store together with the heater and receipt as long as it's still with in the warrenty, so that they can request the heater to be replaced or I could be credited in order to purchase another heater. I called the store to give feedback from the supplier, I spoke to Zodwa and she kept asking me when am I collecting the heater as they need to do stock taking and they can't have the heater in the storeroom and she can't assist.

I then complained on Twitter and I was called by the Manager Jabu Gumede, I arranged a time to go and see him. I went to the store on the 24/03/21 I met with Jabu I had to explain my complain from scratch then we went to the lady who initially assisted me by the name of Rolay, Jabu tried to get to the bottom of the situation as to what happened and why I wasn't assisted, Roline was rude and was not helpful at all. Her manager eventually took out the heater and mentioned that it was dirty inside the bars, I asked should I have unbolted the *****s and cleaned it? as I didn't understand when they keep on saying "it's not in a good state" ,Jabu then called Miemie from Sunbeam, who told them to replace the heater for me. After the call with Miemie, they informed me that they currently don't have stock and i will have to wait until they receive stock maybe in May, as heaters are seasonal products and they can't replace it with another brand.

My worry is the warranty is expiring in May and there was no written confirmation that if it expires i will still get a heater. I then decided to call Sunbeam supplier to try and find out if they can't help by delivering a heater to Mamelodi store or credit me so I can get another heater to avoid waiting for the warranty to expire. Miemie told me she deals with game store as they are the supplier and I need to ask game to call her.

Clearly this back and forth isn't beneficial to me at all while time is running out, I need to my heater either to be replaced or I should be credited and get another heater. I'm really not happy with both Game store and Sunbeam supplier's service!!