Terrible and unsatisfactory customer service

Dear Eastgate Shopping Centre Management,

I am writing to formally lodge a complaint regarding a highly unsatisfactory experience I had at one of the stores in your shopping centre, Computer Den, located at the shopping centre.

In November 2024, I purchased a laptop (Brand: Lenovo], from the store. To my disappointment, the laptop has not worked at all since the day of purchase. It fails to turn on or function properly, making it completely unusable.

I returned to the store on early in the year January 2025 to report the problem and request a solution since it has a 12 month warrany. However, the staff were unhelpful, dismissive, and showed no willingness to resolve the issue. I was not offered a refund, exchange, or any form of meaningful assistance.

I believe this kind of conduct reflects poorly not only on the store but on your shopping centre as a whole, as tenants operate under your management and contribute to the public image of your establishment. We have to engage Ms Namile Modinane and Nondumuso Dube on their emails but to no avail.

I respectfully request that you intervene in this matter and assist in ensuring that the store takes responsibility—either by issuing a refund, replacing the defective laptop, or providing proper repairs without further delay or cost to me, my daughter urgently needs this laptop for her studies.

I can provide proof of purchase receipt and other relevant documents.

I look forward to your urgent attention to this matter, and I hope that appropriate action will be taken to uphold the standards of customer service within your shopping centre.

Kind regards Mandla Thusi 0789859692 ndlebenkomomlosthwa@gmail.com