I would like to draw your attention to the poor customer service at the Grove branch in Pretoria. I bought a laptop from the Grove branch on 02-09-2020.

My complaint is that:

· When a laptop is booked for repair, they do not follow their internal process. The extended warranty took them three weeks to obtain, so the laptop could be sent to the supplier.

· When the laptop returned from the repairs, it was damaged. Really solve one problem and create another?

· I called the call center twice and was told someone would call me, but this never happened

· The branch manager is useless, he does not understand how to deal with customers. He is cold as ice and has zero professionalism (BEE candidate). All he is interested in meeting sales targets for the month.

· Their customer service center is a big wall protecting their stores' poor customer service since they don't play their part

· My understanding of escalation is one must get a call from the above to explain what’s really happening which has never happened.

· I am informed that they are replacing the laptop with a new one, which is being sourced from other locations, and will arrive on Monday. The call is coming from me, not them. In another chapter of lies, they delayed sending the laptop. What is the manager's role in a situation like this?

This response is unfair, and I have decided to ask for my money back instead of fighting with incompetent people

The branch didn't take long to call me and tell me when to come and get my money. I wonder whether the laptop was there, to begin with? People, stay away from incredible connections laptops