Unacceptable service Corne Heil

Evening All what can i do in a case like this? below is the formal letter i sent the Service Manager Corne Heil at Tafelberg furnishers Bellville. They responded and told me its my fault and these nothing they can do and i should collect my broken television.

As discussed yesterday here is the formal complaint regarding my television

When I bought the television on the 20-07-2021 at around 17:00 closing time at Tafelberg furnishers in Bellville Cape Town the television was opened in store for me to view so that I can see that it goes on. Me being happy the guys put the television back in the box and I walked away but then and this is where the problem came when loading the television.

As the guys of Tafelberg Furnishers loaded my television, my wife and myself walked ahead to the car in this time there could be a possibility that they could have knocked the television against the stairs or somewhere else I wouldn’t know because apparently they don’t have cameras covering that area…continuing to the car myself not knowing any better because this is my first time collecting and transporting a television they loaded the television quite in a hurry because it was home time(HALF THROWING IT IN, MY WIFE IS WITNESS TO THIS) into the trunk of my car LAYING DIAGONALLY ON ITS EDGES DOWN WITH THE FRONT OF THE BOX(FRONT SCREEN) FACING DOWNWARDS , I drove home and unboxed my television only to find and see that the screen has internal damage. I immediately took the television back early next morning

AND AS I EXPECTED THEY INDIRECTLY SAID IT WAS MY FAULT AND IT WAS FINE WHEN THEY CHECKED THE TELEVISION IN FRONT OF ME AND THAT THEY CANT REFUND ME OR REPLACED IT.

With my gut feeling telling me this is what was going to happen I educated myself a bit the previous night and as I explained to the lady Crystal at Tafelberg Furnishers the next morning THAT I WAS UNAWARE THAT YOU CANT TRANSPORT A TELEVISION THIS WAY AND THAT THEY SHOULD HAVE KNOWN BETTER you CANT TRANSPORT A TELEVISION LAYING HALF IN THE AIR ON ITS EDGES WITH ITS SCREEN FACING DOWN BECAUSE EVERY CAR AND EVERY DRIVING TERRAIN( ESPECIALLY THE ROADS IN CERTAIN CAPE TOWN AREAS LIKE ENROUTE TO MY PLACE WITH LOTS OF POTHOLES) IS DIFFERENT but she insisted that they always do it this way and its never a problem because its in the box.

I explained to her that she can see that these not a MARK OR SCRATCH OR EVEN A FINGER PRINT ON THE TELEVISION or even the box

She insisted that her Manager and Skyworth said these nothing they can do till they inspect the television (NB: I RECORDED THE WHOLE CONVERSATION FROM THE TIME I WALKED IN THE STORE TILL I LEFT )

As there was nothing they could do for me I decided to leave the television with them and continue my own research.

First people I phoned was Skyworth offices and all 3 times I spoke to their technical support team at CN-TRONICS(SKYWORTH) , they all informed me that they would never Advise anyone to transport a television that way as it could damage the television, (NB : I RECORDED THIS CONVERSTION AS WELL !!!)

I then decided to go to a few shops where Skyworth is being sold ( INCREDIBLE CONNECTION\ HI CORP\ TAKEALOT) AND THE SALES PEOPLE ALL SAID THE SAME THING NEVER NEVER EVER WOULD THEY ADVISE OR LOAD A TELEVISION THAT WAY BECAUSE IT WOULD DAMAGE THE TELEVISION BECAUSE THAT’S WHAT THE MANUFACTURER ADVISED!!!

THIS IS NOT A MATTER OF WHETHER TAFELBERG FEELS THAT ITS OK AND THAT THEY’VE ALWAYS LOADED TELEVISIONS THIS WAY THEY ARE NOT FOLLOWING THE PROPER PROCEDURE GIVEN BY THE MANUFACTURER ON HOW TO SAFELY LOAD A TELEVISION FOR TRANSPORT TO PREVENT DAMAGE CAUSED IN TRANSIT. IT SHOWS IT CLEARLY ON THE BOX AND SKYWORTH TECHNICANS SUPPORT AGREES THAT THIS METHOD OF TRANSPORTATION WOULD DAMAGE THE TELEVISION. SO WHETHER YOU SAY ITS SKYWORTH OR SAMSUNG OR LG IT DOESN’T MATTER THE PRINCIPLE STAYS THE SAME.

On every television manufacturers website and there owners manual it states that transporting a television flat on its edges could damage the screen. SAMSUNG EVEN MADE A VIDEO ESPECIALLY ABOUT INCORRECT LOADING AND TRANSPORTATION OF A TELEVISION …ALL YOU NEED TO DO IS JUST SEARCH “CORRECT WAY TO TRANSPORT A TELEVISION” AND ALL THE EXPERTS SAY THE SAME!

This is not my words but from one of the largest consumer electronics retailers

“ (BOTH) LARGER LCD AND LED TV’S ARE CONSTRUCTED TO HAVE THEIR WEIGHT BALANCED WHEN SET UPRIGHT .SO IF YOU LAY THE SCREEN FLAT , THERE WONT BE ADEQUATE SUPPORT IN THE MIDDLE, WHICH CAN LEAD TO CRACKING OR DISTORTION ON THE EDGES IF LEFT THAT WAY…ADD IN THE VIBRATIONS WHILE DRIVING A CAR AND THE CHANCE OF CRACKING OR DISTORTION ONLY INCREASES”

On Saturday the 24-07-2021 at 09:33 Crystal phones me telling me that the supplier got back to them and the outcome is that the television got hurt on the left corner and that its my fault and that I’ve basically just lost R7500

She then offered me a television at cost price and I said no how can I buy another television when they are the ones who made the mistake

I’ve emailed the CN- Tronics service Manager at Skyworth Mark Berriman and his given me feedback as to what the technician in cape town said and this is his words

“ Hi Richado

Feedback from the technician below.

On assessment the technician found that the led panel is cracked on impact front left corner.

We cannot say how the crack occurred but according to the technician there are signs that the box was dropped on the left hand side”

Here the Manager clearly says they CANNOT say how the crack occurred !!! so from the tech saying “signs that the box was dropped on the left side” is not a definite finding.

Like Crystal and the sales people and yourself telling me yesterday how rough your people work with these boxes especially in the warehouse then its clear “ those marks if any “ could have easily been done in your warehouse

AT THE END OF THE DAY IM NOT TRYING TO BE DIFFICULT BUT THE FACTS ARE THAT THE GUYS OF TAFELBERG BELLVILLE INCORRECTLY LOADED MY TELEVISION WHICH CAUSED THE DAMAGE.

ALL I WANT IS JUST EITHER A REPLACEMENT OR MY FULL REFUND.

Attached are only a few examples of incorrect television transportation but there are hundreds

I hope we can resolve this matter ASAP

THANKS

REGARDS

Richado Le Roux