Be clear on what is offered on your warranty

2016-02-02 13:30

Multimedia   ·   User Galleries   ·   News in Pictures Send us your pictures  ·  Send us your stories

Pietermaritzburg - When a store offers a warranty on the sale of an appliance the least a customer expects is a hassle-free repair job when lodging a claim down the line.

Deepak Harripersad complained that he had battled to get his almost-new 50 Inch Sinotech LED television — only halfway through year two of a five-year warranty period — repaired after lodging a warranty claim in November.

Harripersad said the television began giving him problems when the sound and picture started switching off intermittently. He said he initially complained to a staff member on November 16 and later to the manager of the Westwood Mall Game store where he bought the television.

He said when he first complained, a staff member had promised to provide a loan television during the repair — a commitment that turned out not to be provided for under the warranty.

“I spoke to the manager on several occasions and he told me Master Audio Visual does their work but every time I go there he says, ‘They are going to call you’,” Harripersad complained to me.

Harripersad said Master Audio Visual eventually called him in December to advise that a technician would collect the television but without setting a date.

“But then they just rocked up on New Year’s Eve,” he said. Harripersad said both he and his wife were at work and there was no one at home. The technician later advised that he would collect the television in the New Year.

“Since then, no one has come,” Harripersad said. He said he had repeatedly visited Game to complain in January.

“This is pathetic. I have my own business and I would never treat my customers like that,” he said.

When I contacted Game’s holding company Massdiscounters last week, a spokesperson confirmed that the television had been sold with a five-year service warranty.

“If the TV cannot be repaired after it has been assessed, we will either replace the TV or refund the customer,” he said.

“After the customer brought the TV in we logged a service call with Sinoprima [the manufacturer] for them to instruct their repair agents to collect the TV from the customer’s house,” he said.

He said the repairer had wanted to collect the television on December 15 but Harripersad had insisted on a loan television, which was not part of the deal.

“Three further attempts were made to collect the television but the customer refused for them to take the TV away. The technicians could not repair the TV at his house as they require special equipment,” he said.

However, he said Game had arranged for the television to be collected and the repairer had provided the customer with a loan set last week.

Master Audio Visual manager Kishore Babulal said a technician had tried to contact Harripersad on December 31 and left a voice message.

“As it was New Year’s Eve and traffic was congested he was also delayed with service calls but called at the customer’s home. The customer said he did not want the unit uplifted but will contact Game for a loan unit,” he said.

He said the company had contacted Harripersad a second time to collect the television but he had insisted on a loan unit.

“Due to the holidays and a build-up of service calls we did not have a loan unit available,” he said.

However, Harripersad said that while he initially asked for a loan set because the sales representative had promised him one, he denied that he had repeatedly refused collection of the television.

Babulal said he had contacted Harri­persad last week to discuss the complaint and confirmed the television had been collected and a loan set provided.

“We did try our best and if a unit is uplifted within a reasonable period of time from the customer, eight out of 10 times it is assessed within 14 days,” he said.

It seems that confusion around the promise of a loan set may have unwittingly set off delays to the repair job at an already busy time of the year. But at least in the end both the retailer and the agent committed to fixing the television and going the extra mile by providing what was promised.

• Send your consumer complaints to

Read more on:    pietermaritzburg  |  television

Join the conversation! encourages commentary submitted via MyNews24. Contributions of 200 words or more will be considered for publication.

We reserve editorial discretion to decide what will be published.
Read our comments policy for guidelines on contributions.

Inside News24

Traffic Alerts
There are new stories on the homepage. Click here to see them.


Create Profile

Creating your profile will enable you to submit photos and stories to get published on News24.

Please provide a username for your profile page:

This username must be unique, cannot be edited and will be used in the URL to your profile page across the entire network.


Location Settings

News24 allows you to edit the display of certain components based on a location. If you wish to personalise the page based on your preferences, please select a location for each component and click "Submit" in order for the changes to take affect.

Facebook Sign-In

Hi News addict,

Join the News24 Community to be involved in breaking the news.

Log in with Facebook to comment and personalise news, weather and listings.