Infuriating Service from Takealot

The service that I have received from Takealot has been shocking. I have called over and over again and have not received adequate feedback or made any progress.

I have detailed my ordeal below:

I ordered my laptop on 30/11/2020. The incorrect product arrived on 3/12/2020 however it is the incorrect product. I then logged a return for the incorrect product under RRN-****-****. I received the correct product on 12/12/2020. After 10 months of use, the laptop did not turn on - so I sent it in to be assessed under MRRN-*****-**** or RRN-*****-**** on 17/09/2021 as it was still under warranty. It was then reviewed by the supplier and it came back saying that the damage to the laptop was caused due to a surge and therefore not covered under warranty(There was no load shedding or storms leading up to the damage). This also came 2 days before their 21-day policy would come into play. I did not agree with the outcome and asked for some proof, for example, a service report but takealot have not been forthcoming. I, therefore, wanted my computer to be returned to me so that I could take it in to be assessed by a third party to confirm surge damage. The incorrect package was returned to me on 14/10/2021, the laptop inside the box was not mine. I then called to find out how Takealot had yet again made the mistake of sending me the incorrect product. I was then told to send photographs of the laptop I received so that they can collect it and return mine. I did not receive any feedback until I called again on 18/10/2021. After much back and forth I decided to contact the supplier, Nantec, in an attempt to get a service report. I emailed them the MRRN number and then the RRN number and later called and gave the order number. They could not pick anything up on their system of my laptop ever going through there(Please see attached correspondence). Attached are the records that Nantec shared with me however therefore is nothing listing my most recent return. I then asked if they are able to locate any evidence that my laptop was there, they struggled until finding a service report after a couple of hours. This service report lists surge damage however there is no reference number, order number or serial number linking this report to my computer. (Please find attached)

I would like to find out why there is no record of the return I made with the supplier as well as nothing linking my laptop to this damage report. Since sending Takealot the above I have received no straight answers. The incorrect laptop was collected on 22/10/21 under the above-mentioned MRRN number. They cannot give me a direct answer as to where my laptop is and when it will be delivered to me. It is as though my laptop is missing.

It seems as though the company is trying to take advantage of their warranty policy because by stating that the product was damaged due to “surge damage” they are therefore not entitled to fulfil the warranty claim. It is also shocking that they are unable to give me the answer to a simple question as to where my laptop is.