INCREDIBLE CONNECTION - HEAD OFFICE Complaints

I purchased a laptop from Incredible Connection online in October 2020. The laptop stopped functioning in May 2021 so I let head office know in an email. I was told to hand it in to my nearest branch, which is Richards Bay and which is almost 50km from us. My daughter handed it in on 11 May. Today is 1 June and no matter how I ask for updates, none are forthcoming. I also could not locate the emailed invoice but found the email for another part of the original order. I had queried this lone invoiced and asked for the main one to be sent but no response. Eventually my son found he had a copy so I emailed a photo of it to Richards Bay branch. I had previously furnished them with the copy of the partial invoice as well as the email details of the person who had originally dealt with the online sale. Mr Ndumisa Ngubo of Richards Bay branch has refused to assist with obtaining a system copy. He even told me they are unable to print my photographed copy from their email and informed me to download a pdf scanning app for my cellphone. I was disgusted by this and refused to download anything upon demand. I have my own business and receive photographed copies of identities, payslips, court documents, etc. all the time and have zero problem printing them out.

The repair request receipt is made out to Ms bosky b azalikor, a person neither I nor my daughter have hear of, yet mr Ngubo has failed to correct this huge error too.

I have threatened to bring head office in if I did not receive a definitive answer as to when I can get my laptop back as I am losing business, but all requests to ignored.

Please help!
Kim Hill
082 322 3852
Mtubatuba, KZN

Hi I brought my laptop at Incredible Connection Pavilion on the 04.05.2021 they never gave me a feed back I had to call to get a follow up on the 21.05.2001, they’ve been sending me from pillar to post they are not giving me proper feedback. All I need is my laptop in a working condition, it has been a whole month and your technician by the name of Antinie Cusack always lying that he will call me but he does not.I am tied of calling the store to get insufficient feedback.

Worst service at incredible connection Clearwater Mall Roodepoort. I wanted to buy something that I saw advertised. When I walked into the store, 2 staff members was talking not bothered with me or other customers needing assistance. So I went to them and asked for assistance, one of them (female) said that they can't assist me with a contract, because the Vodacom lady was on leave and will only return on Tuesday and the male staff member said they are offline. When I asked why can't they help me, they said its only the Vodacom lady that can assist me, so I must return on Tuesday or I can go to Northgate Mall. I was disgusted and disappointed and just walked away. If this is the level of service that they give to their patrons, I will not be returning to their stores... incredible disconnection!

Hi. I bought a laptop 10 months ago, it gave me issues from month 4, I would take it to the store and the tech guys would always say it was a software issue. So every time they will update something and say it’s fixed. Never got fixed. So I sent it back to Mercer. It came back yesterday after four weeks of not having a laptop and still has the same issue. I called the manager to ask for an exchange or refund. He was very rude on the call. Wouldn’t even listen. Said I should take it back until they find out what is wrong with the issue. So does that mean I won’t have a laptop to use until the issue has been found? I want a refund as it is under warranty,the manufacturer has failed to fix it so why should that inconvenience me?

Advertise falsley. They advertise products but never have stock. They also say buy online but no stock . That is false advertising and theft. I am going to report this in the news paper and consumer board.

Yesterday I bought a laptop at Nicolway with Microsoft 365 which your technician installed on my computer. I realized that the activation card indicated I used a gift card. I paid for everything with a credit card. I called the manager and she said the gift card number was the same number below the black bar on the Microsoft 365 card. I told her that was not the case. She then said I must have forgotten my password and Microsoft issued a new number to identify my ms 365. I told her that this was a new computer with a new ms 365 installation and that the technician installed it without requesting any password or any input from me except to ask for my name and cell number. I have several emails between myself and the manager where she contradicts herself several times. She ultimately said the gift card is actually the ms 365 activated card.
I believe something is not right and that software has been installed that someone else might have access to
I did call two other branches and spoke to the manager and technician of those branches and they confirmed they did not know what the gift card was as I had not used a gift card. They said it was not standard
Please assist in investigating this matter
I would like to return the items and receive a refund

Thanking you

Kind regards Odete Holl

I purchased a laptop yesterday and asked them to install Microsoft 365 . I received a card activation slip with an unknown gift card number.
I called in and they said the number was the same number below the black bar of the Microsoft 365 card. I told them the numbers are not the same. She then said Microsoft must have issued new numbers during the installation. I am concerned software has been installed to access my system.
I did not use any gift card.. paid with my credit card

Thanking you

I believe the technician has loaded a different Microsoft 365 on the new laptop I bought at Nicolway. The number has been scratched out on my gift card and replaced with another number which differs to the one on the till slip.
I believe this is an attempt to infiltrate my laptop
I would like to return my laptop and obtain a refund
Thanking you

I booked 2 Connex tablets in for a cracked screen and the other was not charging. They were booked in at Blue Route mall Tokai in January.
I have not been contacted once regarding my repair but on 3 occasions of me phoning your branch have been given 3 different excuses. We are going into the 5 month of not having devises I purchased for my kids to use with school.
Today they tell me they can't find the documentation.
I am totally fed up and feel very let down by incredible connection. Not very incredible when it comes to after sales service and a bunch of liers with bad excuses.
Regards
Mr Spooner.

Good day

I took my laptop to Incredible connection on the 8th of May 2021. I was asked to pay R450 for an assessment to be done, which I paid. The technician assured me that he will send my laptop to HP as he was unable to open the laptop. He told me that he will keep me informed every step of the way. I tried calling later in the week with no success as phones just rang. On Saturday, 14th May 2021 I went into the store to enquire the progress of my laptop and why I have not heard anything yet. There was no one to assist me and a lady took my detail and promised that the technician will call me back as soon as he comes from lunch. He only called later Sunday 15th May 2021. He informed me that he will need to see what is going on and that he will call the next day to give feedback. On the 19th May Tommy called to tell me that the laptop was collected on Monday, 10th May 2021 and that he does not have any feedback but will follow up. On the 20th I got a quote for R5980. The quote had no detail in terms of items that are faulty and what the cost for each item will be. It did not even address the issues I raised. The quote was only for the replacement of covers, which is not what I brought the laptop in for. My concerns are as follows:
* The duration it took to respond and give feedback
* The technician told me the laptop will be send to HP but the quote comes from Dualzone. Upon enquiry Tommy told me that is Incredible Connection's repair center. That was not the agreement as I would have taken the laptop to HP
* The quote does not address the issues I brought it in for.
* I have no certainty if things in my laptop have been tempered with and if what I originally left is what I am getting back as the in.

I would like my laptop back together with the R450 I paid to transport the laptop because it was not transported to where I was told it would be transported to and the quote did not address my issues. Also want a letter from HP giving a guarantee that the laptop I took in has all the components in it that it must and nothing has been removed/tempered with as I do not trust anything they say now.

Kind regards

Bedelia

I took my machine in two weeks ago with a complaint of a strange happening occassionally for a diagnosis to avoid more damage. The tech said it was just the harddrive, we booked it in the prices were absorbent just for labour alone. All was paid upfront. He took out a 1t and replaced it with a small one !!! My work IT informed me when I called them because it was actually even worse and they checked it that the one they put was faulty. It was still functional. I requested they return it to its original state which he did and I went to collect it only to find when I tried to check and switch it on in store it was totally dead. It's been three days with no solution the tech says it was already crashing and I need to purchase Microsoft as well as a whole lot of other issues that were not there. My Microsoft had expired but was fully functional I am not a tech but I'm no idiot. They are unable to fix the error .

I bought a HP 255 G7 notebook on the 28/04/2021 from you on line. I try to register the 3 year extended warranty but could not. I went to you Matlosana branch for help. Thy dit the registration for me and said i will recieve an email to confirm the registration when i didn't recieved it i phone and was inform there is no registration.I phoned again and was help by Fezile Magobiya,she said i must send the information again. I did so and she said that she will send it to the warranty department. After days i didn't received any respond. I went back to Matlosana branch and they contact Fezile and after two weeks i recieved no call or email from Incredible Conection.ICan't understand why you advertise the exteded warranty and don't want to help me. please can you cotact me . Thank You.

Complaint #9000187074

As per my conversation with Fezile at Incredible Connections Customer Care :

A Ryzen 7 ( see attached) was bought on mybehalf ( I paid for it, the transaction was process by Cameron and InCredible Connection Consultant) online at the Canal Walk branch, when I tried to purchase this item online, on my own Incredible Connection profile the previous evening, a message appear on the online site stating that Incredible Connection does not deliver in my area, which is Milnerton Cape Town, all though it states on the online site that they deliver anywhere in SA, hence why I went to the store, I was assisted by Cameron the Sales consultant and the Manager on duty Amien, they did the online purchase on my behalf and I paid for the computer with my credit card ( see slip in trailing mail), the computer was delivered at my work address on the 12th of May, I was advised by Hein the IT Technician at Incredible Connection Canal Walk to bring the computer to the Canal Walk branch when I receive it for a firware update, the cost will be R400.00, which I then did and paid, at home when setting up the computer the following was noted:
The computer that I received looked nothing like to one advertised on the Incredible Connections online site, when I questioned this I was told by Amien that the Marketing department said they do this to market the product, so false advertising is acceptable, and they actually admit to it, so a customer gets lured into buying a product with an expectation and then must be satisfied with something that looks nothing like it? This is fraud!!!
The actual casing/box is totally different, the casing on the website is a E501L ATX the one I received is a E501L,
the graphics card is a different one too, the advertised one is an MSI and the one I received is an ASUS, I also enquired before I bought this computer if it will be able to have two screens connected to it, I was informed once again by the Canal Walk branch that this can be done seeing that the computer is an 8Core, well this is not so, I even phoned Hein, the IT Technician at Canal Walk, again the day I received it and asked again about this and I was told to plug the HDMI cable into the two slots where the graphics card is, the one slot is correct the second one it definitely not for an HDMI cable, so I was misled again with the incorrect details.
I downloaded one game and the computer is lagging, this should not be the case either.
Windows 10 according to the advert online is already included, please see attached the message that popped up regarding the Windows version....... and please keep in mind this computer was taken to the Canal Walk branch for a firmware update before I even took it home....this seems like a knockoff or cracked version of Windows that is on this computer.
I have attached two pictures, the colorful one is the one online the other picture is what I actually received, as you can see it is not the same computer.

I received a telephone call from the Canal Walk Manager, Amien today, the feedback that I received from in is that the Marketing department says that the pictures on the website are for marketing purposes only and that there is no guarantee that the customer will receive those same goods; this is false advertising. How many people get taken for a ride like this, their hard-earned money is taken and that is that? As previously stated in this mail, this is false advertising and fraud.
I was also told by Amien that I can return the computer and I will receive a refund, this is not the solution to this clearly ongoing problem, I insist that something is done immediately regarding the false advertising, and also the inconvenience of the customer, and absolute waste of time and money, I am the one driving up and down with this dud computer that I was sold, I am the one losing income due to not have the correct equipment for my business, I am the one spending hours on the phone and typing emails trying to get to the bottom of this.
Please inform me how is false advertising acceptable and taking someone's money and not delivering the correct goods, legal?
How is it acceptable that you have employees in the IT industry that free give advice and we trust them just to be misled?

I demand an explanation and the correct product with the specs as per the advertised item at the same price to be issued to me. I refund is just putting a plaster over a festering sore.
I bought goods bases on what was stated on the website (specs and pictures) and received an inferior-looking and operating computer.
Show quoted text
Please see attached photos, let me know if a correct Windows 10 version will be installed and a graphics card 8 core that can actually take two screens and per the specs on your online advert.

Regards

I have pawn my phone at Incredible money Protea Glen Mall last year, due to the fact that i couldn't pay the loan back till i had to buy back my phone that i manage to pay in lay bye i just recently took the phone out on 13 May 2021, to my surprise when i check the phone i could tell that the phone someone was using my phone they denied the allegations and said that they were checking out the phone, to my understanding they can only check it once not everyday, it has pictures that was taken on different dates, call that has been received on different dates, messages that has been received on different dates, on top of that they sold my original charger that they never mentioned anything that i have to buy it back as well, i need this matter to be taken into consideration on who used my phone as i believe the phone belongs to me as i was in a process of buying back my phone is not just any phone an iPhone 7, if ever there is something wrong i need to fix it and it was still brand new when i took it there but now is no longer new. This simple means that they are used to what they doing

On 2021/04/30 I bought a Connex tablet for my child at Incredible Connections Bloemfontein for her birthday. We opened the device on Monday 2021/05/03 and I created a email address for her but since she is under age I had to link her account to mine to give permission for her to download anything from Play Store . After doing that the tablet didn't want to download anything. So I asked my wife to gi back to the store to ask for assistance but she was told by the Technician to bring the tablet back home so that I could delete the account before he could help her. I did exactly what he asked and deleted the account. My wife then took the tablet back again but the problem persisted. On Saturday 2021/05/08 I went back to the store with the tablet. The Technician(Mohau) said he couldn't help me since the account still shows on the tablet. I told him that I deleted the account and even if you go into it, it shows that the account has been deleted.He then advised me to take the tablet to Procell so that they can restore the factory settings since they can't do it at the store. I then took his advice and went to Procell whereby I was helped to restore the factory settings but I got a bill of R250.I then went back to the store and showed the Technician the bill but he told me that what I did was for my own good since the problem was mine. I asked him who was going to refund me my money but he said the store can't refund me since I took the tablet to Procell. He even mentioned that what Procell is doing is even illegal and asked him why he would send me to do something illegal but he said it was for my own good since the tablet was mine. I then asked to see the Manager(Charles). He came but he had a bad attitude towards me telling me that he won't be responsible for the refund since he didn't do the factory settings. I told him that I was acting on the instructions of the Technician but he would would have none of it. He then threw the invoice of Procell in front of me on the table and just walked away. I would just like to know what happened to customer service at your stores and what about the customer is always right since we are responsible for the payment of their salaries. Because without customers there is no Incredible Connections. I don't even want ro mention the rudeness of the store Manager. Can you please follow this up since I've been given the run around by your store but im just a customer who only needed help with a device which was jit even 7 days old.

My Huawei tablet doesnt charge, its a 2nd time bringing back the phone, itz still under warranty, but the store wont change it for me, they bcz its physical damage, but it did not want to charge way b4 it cracked, please assist. 3rd time this tablet gives problem.

So I sent an email last week already as I am desperate need of a laptop as we are doing exams online at the moment and now I don't have a laptop as I was told that the laptop would be back before my exams commenced but no, now I'm stuck with no laptop in exam week please help !
This is the email I sent through 5 times or more to their head office, complaints department and any email I could find, but didn't get one response

Good day I’m student at Stellenbosch university and I bought a MacBook Air from your store (specifically because a 3 year warranty was included in the deal) and my laptop has been playing up and not charging when plugged in. But in any case, I sent the laptop in a little over three weeks ago to your Eikestad mall branch as it still had just over a year of warranty left but the decision to send it in was rather hard as we are doing A1s(Exams) this coming week which are online, so if you can understand being without your computer when the results of these tests determine a lot isn’t easy, So I was wondering if you could push the repairs of the laptop forward as they are saying it’s going to take just over two weeks minimum from today to order the part and repair it Alternatively could you replace my laptop with a new one as I really don’t mind even if it’s a model down from my current laptop as I need a laptop for my exams. This being said I would like to mention your Technician (Rodney) at Eikestad mall has been a star to my situation and would like to Commend him.

A hi sense cell phone was purchase last year. There is a 2 years warranty. There was something wrong with phone. Phone was book in first time in the beginning of this year. We receive phone back. It wasn't long then the phone have the same problem. It was book in for a second time in this month April 2021 we receive a new phon yesterday 27 April 2021 because they can't fix other phone. We did not receive a new slip with this phone's cerial nr on, so if there going to be wrong with new phone that we receive the slip does not show same info the the phone produck. We also lost trust in this hi sense phone, we want to purchuse a other model and tipe of phone. We where willing to pay money in we take more expensive phone or we want our money back. Manager don't want us to purchuse a other phone. The new phone that we receive is still closed not open yet. The manager of kolonadecentrum is not very helpfull. Please contact me at 0624992031. Please help?

Good day Sir/Madam

For a while now I wanted to buy a phone, the only IncredibleConnection branch that had it was the one within Menlyn.

I've gone to them two times and called in each time before I went in, each time that I called It was stated that I could buy a phone for a specific price and nowhere was it mentioned that I had to give away my private details to RICA for an unwanted sim card with the purchase of any phone(proven unconstitutional by the Constitutional Court of South Africa).

This I found was only the problem at the Menlyn branch (enforced by the manager), I propose to you that the Menlyn branch is not only false advertising but utilizing RICA information for private purposes. Both very serious issues.

Good luck in solving this issue.

I am really upset with the service I am getting from your store ,I sent in my device for repairs in February its been a month now I am receiving any feedback, I call and they promise to call me back but never do, when I go in store they still say they will call its April now it's over 21 working days please bring back my device or give me my refund, the service I'm receiving is unprofessional and is affecting me as a customer.