Formal Complaint – ASUS Zenbook S16 Warranty Repair Delay (Clearwater Mall Branch)

I am writing to formally raise a complaint regarding the handling of my warranty repair by your Clearwater Mall branch.

In January, I booked in my ASUS Zenbook S16, which I purchased brand new from Computer Mania Clearwater Mall for R43,000. After approximately one year of use, the display failed and the device was submitted for warranty repair at the beginning of January.

Unfortunately, the service experience has been unacceptable.

The laptop remained at the branch for over two weeks before being sent in for repairs, as the team had forgotten to dispatch it. Since then, I have repeatedly followed up on the status. I am continually being informed that there is no stock of the required display in the country and that there is no confirmed timeline for when stock will become available. I am also told that the supplier cannot provide clarity.

It has now been nearly two months without resolution. A R43,000 laptop is a significant purchase, and such an extended delay with no clear solution is unreasonable.

If the device cannot be repaired within a reasonable timeframe due to parts unavailability, I expect it to be replaced in line with your warranty obligations and the Consumer Protection Act. It is unacceptable that the machine has effectively had no meaningful progress for almost two months.

I request a clear, written update on: • The confirmed status of the repair • A guaranteed repair timeline • The replacement process should parts remain unavailable

I trust this matter will be escalated and resolved urgently.

I look forward to your prompt response.