Patrick S

Formal Complaint Regarding Faulty Nintendo Switch 2 and Poor Customer Service – Mall of Africa Branch

Dear BT Games Customer Service, I am writing to formally express my deep dissatisfaction with the service I received from your Mall of Africa branch regarding a faulty Nintendo Switch 2 console purchased on 18 June 2025. I bought two Nintendo Switch 2 devices as gifts. Both were opened, configured, tested in-store, and then boxed. Upon delivery, one device worked perfectly, while the other failed to power on. I returned the faulty unit to the store on 30 June 2025, where staff confirmed it would be sent to CORE for further testing. At no point during the purchase or return process was I informed about your liquid damage policy, nor was I made aware that I would be liable for courier costs should liquid damage be detected. The result from CORE indicated liquid damage, which I strongly dispute given the device was only handled during initial testing and then boxed. Since then, I have had to repeatedly follow up with your store for updates. There has been no proactive communication from your side. I even visited the store in person and was told to contact CORE directly—despite the fact that I purchased the device from BT Games and not CORE. On 6 July 2025, I had a lengthy conversation with your staff, who promised to provide an update and courier cost so I could resolve the matter. Yet again, I received no follow-up and had to call back on 7 July 2025 to get the payment details. This experience has been extremely disappointing. Your policies were not communicated transparently, and your customer service has been unresponsive and dismissive. I am requesting: A full explanation of why the warranty was voided. A breakdown of the courier charges and justification for why I am liable. A resolution that reflects fair treatment and accountability from BT Games. I hope you will treat this matter with the seriousness it deserves and respond promptly.