Dear Incredible Connection Customer Service,
I hope this message finds you well. I am writing to lodge a formal complaint regarding the Hisense 70" Smart TV I recently purchased from your store.
I received the delivery of the TV late in the evening on the 30th of December 2024, at approximately 23:45. However, I am extremely dissatisfied with the condition of the product upon arrival and the lack of proper communication during the delivery process.
1. Delivery Issues: The delivery was made by drivers who did not appear to be working directly for Incredible Connection, as they were driving an old open bakkie. The drivers called me multiple times (about four times) without any prior notification or updates regarding the delivery details. On the fifth call, they informed me that they were outside my house with the TV.
2. Damaged Packaging: Due to the ongoing rain, which lasted throughout the night, one side of the box containing the TV was completely wet. The drivers mentioned they had been traveling from East London in such conditions, but I had no prior communication or warning about the state of the delivery. I did inform the drivers about the wet condition of the box at the time of delivery.
3. TV Malfunction: Upon returning home from work on the 31st of December 2024, I attempted to set up the TV only to find a vertical line running through the screen. After a short time, the screen went black entirely and was no longer functional.
Given the circumstances, I am requesting an urgent replacement of the damaged TV. I have been without a working TV for the entire month of December 2024, and this delay has been incredibly frustrating. The product I received is not fit for use, and I am disappointed by both the delivery process and the quality of the TV.
Please treat this matter as urgent and advise on the next steps to arrange a replacement as soon as possible. I look forward to your prompt response and resolution of this issue and please find attached pictures of the TV.
I have also contacted your offices to log a complaint, but no response received. Please see abovementioned complaints ref number.
Thank you for your urgent attention to this matter.
please can you urgently replace the TV, whilst you deal with the relevant department that was at fault
Kind regards
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