Terrible post sales experience at The Laptop Guys

Bad experience.

Purchased a 2nd hand Dell Latitude E5570 from the Laptop Guys on the 31st May 2021.

Shipment was quick after purchase and response time was good, up until the laptop was received.

Soon after it became apparent that the headphone jack was not working. The solution was to provide an additional audio plugin which they did (Early June). A week after that it became apparent that the touchpad too was not working and so I returned the Laptop to them on the 4th June where I was assured at the very least the touchpad would be fixed. In addition, I requested a plug-in mouse which was provided.

When it was returned to me around a week and half later the issues were even worse. The Laptop could not connect to WIFI. I once again sent it back around the 17th June they shipped it back again and although the WIFI issue was fixed the persisting touch pad and sound issues still persisted. (I was promised a laptop bag too which did not arrive)

On the 10 August 2021 I complained again as I had not received my bag and soundcard and the track pad was getting worse and worse by the day. This is when the service truly fell apart I stopped receiving responses.

I would follow up each day on WhatsApp because their phone services wouldn’t work. After months of me following up they finally approved to pay me a refund so I could get the touchpad and sound fixed myself.

The amount was agreed on 22 September in writing. No refund has been received to date.

To make things worse on the 4th November I was told that the “accounts team” had approved the refund and it would be paid to me that day (approved in writing). Still no payment has been received.

Today it is the 07 December, I follow up almost every day on WhatsApp support and I don’t get responses, I only get ignored.

I have given them months and months of chances to merely communicate with me as I want to support small businesses in South Africa but I have well and truly lost my patience,.

Very bad post-sale experience, would not recommend taking a risk on this 2nd hand laptop business. Rather buy a new one.