I write to bring to your attention the unprofessionalism that the Game shops in Namibia (Windhoek) is subjecting us to. I bought a Samsung J5 Smartphone from Game, Southern Industrial Area last December 2017. This year March, the mobile phone started having technical difficulties. When I charge it, it overheats, and if charged at 100%, the battery strength lasts only for an hour. I then took it back to Game Store for checkup. The manager on duty that day a certain Mr. Bernard Skrywer took the phone and told me that the phone problem was caused by the overcharging, and he took the phone in for further checkup.
They kept the phone for two weeks and later on the third week they called me and told that the phone was damaged by water.
As far as I know that phone never fell in the water at all nor did it get in contact with water. I was then told that I need to pay N$ 6020.00 for it to be fixed. What baffled me however is that how can a N$ 2600.00 phone fixed for three times its value. When I told them that I can’t pay for the fixing of the phone for such amount, they said I must pay the handling fees of N$ 150.00 which was not made known to me from the beginning. I however got more puzzled that these people told me different opinions on the causes of the damage of the phone. This indeed is a defrauding act because these guys try by all means to find something very minor in order for them to defraud someone of their hard earned cash.
We reported this incidence to Game in South Africa, and they sent the report to Game Namibia. Game Store in Namibia just told us that we must bring our old phone to them and that if the phone is not fine they must give us the new phone. We brought the phone but had a little paint off its edge. However Game Namibia said they can’t give us a new phone since it has a little paint off its edges. The phone was with them for repair and the fact nobody that nobody knows how that small paint came off the phone edge is very bad service.
After the N$ 6020.00 money request for fixing the phone ordeal, another manager whose name I can’t remember told me that the phone is fine and that I can just continue using it. I narrated to him about the advice I got from his colleagues (overcharging, water damage and it needed to be fixed), but he insisted that the phone is alright. What amazed me more was the fact that after asking him why is he saying the phone is alright, while the company where they took it for diagnosis was saying the phone is damaged by water; he told me that he doesn’t trust the people that were told to fix the phone. I guess this was because of clashes between these managers over who should fix the phones.
I feel this is a very bad service from the side of the Game Stores and needs to be changed.
Response from Game:
We are aware of that case, but we tried our level best to remedy the situation. The phone could not be fixed because it was damaged by the costumer.
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