Poor Quality Laptop Charger

Subject: Urgent Complaint: Faulty Charger Pin and Poor After-Sales Experience via Retailer (Incredible Connection)

Dear Acer South Africa Support,

I hope this message finds you well.

I am writing to formally lodge a complaint regarding a product I purchased on 25 March 2025—an Acer Aspire Lite 14” Laptop (Intel Core i3 13th Gen, 8GB RAM, 512GB SSD, Windows 11 Home, Silver), which I bought through Incredible Connection (Glen branch, Johannesburg).

Within 30 days, the charger pin (thin pin type) snapped off under normal use. I returned the laptop to the retailer and requested that it be processed as a return under the Consumer Protection Act, as I was not satisfied with the durability or build quality of the unit after spending R7,000.

Unfortunately, my experience with the retailer has been extremely poor:

They kept the laptop for a full month without providing regular updates.

I had to continuously phone and visit the store to get any feedback.

Eventually, I was told that the claim was rejected and I would need to pay R900 for a new charger—which I find unacceptable for a product that failed so soon.

I am very disappointed in the situation and feel let down not only by the service received at store level but also by the product's quality. I am not prepared to pay R900 for a replacement charger on a product that should still be under warranty and that failed within its first month.

I kindly request that Acer intervene—either by replacing the charger free of charge or by assisting with a full return/refund through the supplier. I also request a formal explanation as to why the warranty did not cover this defect.

Please treat this matter as urgent. I am available to provide the serial number and proof of purchase upon request.

Sincerely,