Riku S

❗READ BEFORE PURCHASING❗

The Digital Experience is a retailer that fails to comply with South African consumer law. Their so-called "7-day conditional return policy" is ******** and directly contradicts the Consumer Protection Act 68 of 2008 (CPA), which clearly gives customers the right to return faulty goods within six months of purchase. This company knowingly denies customers those rights, refuses refunds and replacements, and forces buyers into exhausting battles with manufacturers. My experience was overwhelmingly disappointing. I purchased what seemed to be a brand new Samsung Odyssey G5 monitor. Within the first week the monitor developed a serious defect, a static noise which sounded like something was shorting. I reported it on the 7th day and took it back to the store on the 8th. The Digital Experience refused a refund, refused a replacement, and told me it was my responsibility to take it up with Samsung. For the next two days they continued to deny responsibility, making me chase answers and waste time. Eventually, they took the monitor in but still insisted they needed Samsung’s approval, which I was told could take 7–21 business days. Exactly as other reviews had warned. The monitor was sent to Samsung Repair Centre in Hatfield where no fault was found during on-site testing. Nothing was repaired, yet a week later the static noise returned. Over the next two months the monitor developed two dead pixels near the sound source of the static noise. I sent it directly to Samsung Repair Centre this time, and they quickly got approval from Samsung Head Office for an exchange. The problem? The Digital Experience denied receiving the exchange/credit email from Samsung. I was forced to act as the middleman, spending my own airtime making endless calls until eventually the issue was escalated and they "finally" acknowledged the email. Only then did the exchange process begin. I was told I paid R200 more than the current price of the monitor and was given the option of R200 store credit or a small item. With nothing suitable available, I ended up with a plastic phone stand. After two months of frustration, I only got my faulty monitor replaced because Samsung Head Office intervened. The Digital Experience would not have resolved anything on their own. They refuse responsibility, hide behind Samsung, and make customers do all the work. They are clearly not reputable to represent the Samsung brand and their business practices are not just poor, they are ********. To all potential customers: avoid The Digital Experience completely. Do not risk your money or your time with a retailer that refuses to honor the law. Buy instead from reputable stores like the official Samsung Store, Takealot, or any retailer that respects consumer rights and provides proper service. To Graham Cohen: update your return policy so it complies with the CPA. Customers have the right to return factory-faulty goods within six months with the option for replacement or refund. At the very least, offer a proper 30-day return policy like Takealot. I appreciate you offering a refund in the end after countless attempts and legal threats, however, raising your voice stating "I will give you a refund if it's a problem!" was simply unprofessional. You know exactly who I am and I’m happy to respond to any questions or correct any facts that I got wrong.