Unacceptable Service and Lack of Communication

I purchased my Acer laptop in early February and logged a warranty repair through Incredible Connection on 25 May due to a fault on the side of the screen. I was told the device would be sent to Acer for repair under warranty and returned within 21 business days.

On 7 June, I followed up and was told the laptop had been collected by Acer, but no further update was available. I called again on 24 June, only to be informed that Acer had issued a quote of R1000 for a hinge repair on 9 June and claimed “no fault” was found.

Not once was I contacted directly regarding this quote or the claim that the issue is not covered by warranty. The lack of communication is unacceptable, especially when I have now been without a laptop for nearly a month. As someone who works remotely, this delay has directly affected my ability to do my job.

This laptop is still under warranty, and I expect a clear explanation as to why a repair quote was issued instead of honoring the warranty. I also expect to know why no communication was made when the quote was issued.

I am extremely disappointed in the service and will escalate this matter further if I do not receive a prompt and satisfactory response.