Incredible Connection / JD Consumer Electronics and Appliances
Reviews and Complaints

ORDER NUMBER : #[protected]
PLACED ON: MARCH 29, 2020 8:35:48 AM CAT

I've written long stories and frankly dont feel like it anymore as i dont know if this is also going to be ignored.

So, Ecommerce is open yet no feedback, I can attached records where I hold on for 45min(Customer Services: [protected]). The chat took over an hour (got the extract) where the person just said hi can I help and ignore me. What a waste.

I've paid and now want the goods. Incredible Connection does not respond to emails: These are ones i tried: [protected]@incredible.co.za ; '[protected]@jdg.co.za' ; '[protected]@incredible.co.za'

Phone rings nothing, etc etc list goes on.

About 15 years ago my house was just LG, then i got bad very bad service on warrenty. Till this day i have not bought another LG product. Mark my words, i will not buy again from Incredible Connection.

Took printer in for repairs/service. Was informed the printerhead needs to be replaced. Repairs done, but when I got printer back the top tray was broken off. Took it back to incredible connection east rand mall to rectify. Received printer back when I tried to scan the feeder was unable to take the paper from the tray. Took printer back again. Now on 11 march collected printer again where they replaces the top tray and printerhead again? Not sure why the printer head was replaced. However it is now giving me a paper jam error. East rand incredible connection say I must take it up with their repairer? Poor service. Passing the buck!

I did an online credit application over 3 weeks ago. I was then told to take 3 months payslip, bank statements and go to the nearest store, which was Mall of Africa. I went in only to be told there is one person that does the applications ad she is not in. I left the docs and waited 3 days before she called me to let me know i must bring another payslip of the same month and proof of residence. I took it there only to be told the person is not in. I left the docs and went away. I tried going back a few days later with the same response, she is not in. Surely there should be more than one person working that can handle this, i mean really...its a big store, employ or upskill more people. To date i have no response or feedback. i started the application online, why is it that you havent upgraded your system to allow me to submit docs and fill out all questions etc online. why is there even a need to go in a store when we have technology. I am extremely disappointed.

I took the MacBook Air contract out at Tygervalley Incredible connection order 2308722 on 24 Months Vodacom ICA0643190 on the 16 April 2017. Invoice number 2846028. When I wanted to cancel the contract it was suddenly a 36 month contract.
I am trying to cancel this contract through Mr Deter at this branch since April 2019 when my signed contract expired. ( store number 021 915 0160)
My desirable resolution is a refund for the payments a made towards Vodacom as I am not using this service at all.
Secondly I want this contract cancelled urgently.

On the 30th September 2019 at EastGate Mall, Store 6852 Shop 70 Eastgate Mall. I bought a Samsung soundbar Black MS650. For a price of R 3 499 which I collected myself. Upon my arrival at home (Mpumalanga Province) I tried to connect it but there was no powere cable inside. I have phoned the store number of times (spoke to magers David and Antonio) but they are unable to assist me.

So I was given a soundbar on display instead of a new one as they do have a new one in store, but now they are telling me that if they change the soundbar I am not eligible for the discount anymore.

The service was horrible from my second visit at Boardwalk Richardsbay Incredible Connections . I laybyed a Huawei smart phone and I specified to the lady working there that I want the blue smart phone and she assured me that she made a note of that even though the slip was written black. Yesterday (19/07/2019)I went there very happy to pay the balance and collect my smart phone. When I got there the people working there told me that the phone wasn't kept for me. Obviously I wanted a refund because I could have gotten it from any other cell phone shop and the lady said you guys have no cash.
I think you lay-by system is whack, the point of a lay-by is to keep that particular product for a customer so that it doesn't become out of stock when the customer wants it.
My previous phone was stolen so I need the phone as in yesterday. I'm angry and disappointed at your organisation. I asked my colleague friend to accompany me to go collect my phone as she wanted to lay bye a laptop, printer and a hard drive but she ended up buying a laptop from another dealer because of your organisations blunder.

Ndumi Mdluli
ndumi.[protected]@gmail.com
[protected]
[protected]

Good day,

We bought a new Canon MB2740 printer on 28 December 2017 from Incredible Connection at Whale Coast Mall in Hermanus - serial number: AELJ10059
On the till slip it states that the printer has a one year warranty.
The printer was returned on 17 July 2018 and replaced with a new Canon MB2740 printer - serial number: AELJ10380

The replacement printer (serial number: AELJ10380) has now also started giving us problems. First it the printing quality was affected, even though we use the proper ink cartridges prescribed for the printer and now the printer does not want to print at all.

We took the printer in to Incredible Connection at Whale Coast Mall in Hermanus on 03 April 2019 to have a look at the reason why the printer does not want to print and if they can maybe see if there was still a piece of paper stuck in the printer. The technician did everything we did at the office to try and fix the problem. We were told that he is not allowed to open the printer and that the printer needs to be send away to be fixed but on our cost because the printer was not under warranty anymore. This came as a shock because we have only been using the replacement printer since July 2018. We were then told that the replacement printer (serial number AELJ10059) falls under the warranty of the original printer (serial number AELJ10380) that was purchased on 28 December 2017. This fact was never communicated to us when we receipt the replacement printer in July 2018 and is it not that each product has its own warranty. According to Canon's website they place a one year warranty on all their products.

According to our understanding each product has its own warranty. Meaning that the printer bought (serial number: AELJ10059) on 28 December 2017 was warranted until 28 December 2018 but this printer was then replaced on 17 July 2018 with a new printer (serial number: AELJ10380). So the replacement printer should in effect be warranted from 17 July 2018 up until 17 July 2019. This indicates that we are still in our one year warranty with the replacement printer and should in affect be assisted by repairing or replacing this printer at no cost.

We still have the till slip of the original purchase of the printer with serial number: AELJ10059 and a photo graph of the box that the replacement printer came in.

Our interaction with Incredible Connection at Whale Coast Mall in Hermanus in store regarding our problems with our Canon MB2740 printer - serial number: AELJ10380 was unsatisfactory and disrespectful, we feel that more could have been done in store to assist with our problem. Our questions was not answered sufficiently and the technician proceeded to help other customers while we still wanted more assistance and answers. We also noticed that the technician did not look up any records regarding our transaction from the original purchase to receiving the replacement printer even though he needed information regarding the replacement of the original printer.

Our interaction with the manager of Incredible Connection at Whale Coast Mall in Hermanus over the telephone regarding our problems with our Canon MB2740 printer - serial number: AELJ10380 was unsatisfactory and unacceptable, our questions was not answered in an appropriate manner

Good morning,

I have an account open in June 2018 at Incredible Connections. I have made payments each and every single month as and when required. However, I have be called in a space of 3 months, every day with the consultant telling me that in arrears. After which they confirm that my account is up to date and that it'll be escalated. My account, 3 months later is still in arrears. I recently confirmed that my credit score now shows an in arrears amount. Please assist me in this regard

We purchased a MSI laptop from Incredible connection and collected it from the store on the 21 st November 2018 it was ordered as there were none in store. On the 9th December 2018 we took the Laptop back to the store as we had accidentally spilt some coffee on the keyboard. The technician at the store was Lerato and advised us we need to take the laptop to Ensure the next day which was a working day. When we did some research on the company only to realise that they do not repair MSI laptops and called and confirmed with them as well. We fortunately did not waste our time or petrol driving to a company that could not help us. Lerato being a technician representative at the store should know where the items being repaired should be sent to? When i then spoke to Kevin the Manager of the store and advised him of the following he then spoke to Lerato who both confirmed that they will then send the laptop in on our behalf. They then confirmed telephonically that they would try their best to give me feedback on the Friday the 14 th. I received no calls or any feedback from either of them? On the 18th my husband went back to the store and spoke to another staff member as Lerato was not in and would only be back on the Wednesday. When the other staff member called Partserve where the laptop was meant to be sent to for repairs, they could not pick up the repair number! Then the same staff member confirmed with my husband as well as myself telephonically that the courier company would collect the laptop and she would call me back at 18:00 that evening, I received no phone i had to call to be told she had no feedback. She then said she would call me back the next day in the morning still no body called and i had to call in again to be told she had no feedback. When i then did call again Lerato then was handling the query again and she then said the following had been escalated to their head office. After following up several times and no staff members including kevin ever come back to me with feedback I had to constantly follow up and when Lerato did promise to call me back i never received any calls until I had to call and leave messages, only to be told once again that they had escalated the query to head office and they had no response. I was also told that Partserve was also short staffed that is why it was taking so long which was an absolute lie cause that same company had already closed on the 21st December 2018 so not sure who they were talking too. (which i discovered when I called Partserve myself) The only thing they were doing was making me out to be a absolute fool and constantly lying to me. I then received a call from Claude who was the Regional Manager in place of Kevin and Lerato who were both on leave (how convenient) i told him the company name and provided him with Partserve contact number he then advised they are closed and would only be opened on the 2 January 2019 and he would contact me even though he was on leave and give me feedback. By the afternoon we tried calling no luck and received no feedback. My husband then went back to Incredible connection to follow up again. After he then told Patricia who was assisting in Lerato place to call Partserve while he was there and get feedback we were then told the cost of replacing the Keyboard would be R2200 +- and then asking Partserve if they had stock they then forced us to sign the quote before they could advise us if they had stock, which they obviously did not have? Once again we were told it will take again another 7-14 days for the laptop to be repaired. That was on the 2 January 2019. My husband then told Patricia to call Claude who confirmed they will pay R500 towards the repairs due to the inconvenience caused and another laptop was loaned to us in the meantime(which i dont know about inconvenience i do know about shocking service ) Today the 4 January we followed up again with Patricia to find out if Partserve have stock of the keyboard to be told it needs to be ordered? (following up again no feedback)after explaining several times not only by my husband but myself as well to Lerato, Patricia, kevin and Claude that the laptop was bought for school as my son needs to download Miebooks before returning to school which is R1000 we need to pay and needs to be done before school begins. Patricia then advised us she can give us another MSI that is a demo used in the store if we pay for the repairs to the laptop. I must be really stupid if that is not be taking us for a huge ride. Why would i want a laptop that is used as our laptop was basically only 19 days old and i must still pay for the repairs . So i get a demo laptop and still pay for the repairs for the store to then get a laptop back that has been repaired with a new keyboard? Please explain as i must be really stupid ? as the only people benefiting is the store not me. I then said so why can you not give me a new laptop after all the really crap service that you have given us and provided no customer service what so ever? Obviously customer service is not of importance to the company! i am can only express my anger, and frustrations and I am totally disgusted as how we have been treated as a customer. Maybe nothing becomes of this complaint as it obviously not a concern for the company. It is not a threat but I will take this matter to the Ombudsman which i know takes 36 weeks for a response but maybe will get a better result, as i definitely do have faith in them as i have previously dealt with the ombudsman's and they definitely take service into account!

I have lodged a complaint (#[protected]) because I placed an online order on the 29th of November2018 and have had absolutely no response. I called the call center and was told that it was being "escalated". After almost a month, they have not responded at all, not to acknowledge the order, nor to let me know when they plan to deliver.

I would not recommend using their online portal for anything, as they seem unaware of acceptable online shopping etiquette. The very least they should do, is to keep the customer informed.

I placed an order ([protected]) with Incredible Connection online for two items that were on sale. A Lenovo 4 inch 3G cellphone for R399 and a Samsung Galaxy S8 LED view cover (gold) for R190. Once the order was placed I did receive a confirmation. I daily checked the status of the order and found that there was no movement. After 5 working days I contacted the call centre and was told that the complaint would be escalated. After 7 working days there is still no response. I called again on the 7th working day and was told that nothing was done with the complaint escalation. They would escalate it again and I would receive a phone call on the day. Thus far I have received no feedback. By working day 10 I am supposed to have the items delivered to me according to the online website. After working day 7 if the items have not been dispatched there is no way I will receive it by day 10. I also go on holiday soon and am worried that I will not get the items. No feedback whatsoever from Incredible Connection. Tried to log a complaint via the JHB Fourways branch but no response from them either. Please help. I just need to know what is going on and when will I receive my items. Is it a stock issue with one of the items? The cover is available at selected stores, surely this can be dispatched to me in the mean time?

On the 22nd of November 2018 I bought two power banks at incredible connection in Wonderboom, when I got home I found that there was a damage in one of the power bank. I didn't return it immediately because of time, on the 4th of November 2018 I manged to take it back and I was helped by a lady called Maria, the lady refused to exchanged it to me. |She said I am supposed to return it within 14 days and I expalined to him that the 14 days has not yet expired she still refused to help me and she gave me a bad attitude, her attitude was so bad that I even asked myself if the incredible connection staff are trained to work with customers.

Eventually the manager helped me and I was able to exchange the power bank, can incredible connection please take their staff for custormer service training because the service I got on that day was so very very bad.

I've bought a Dell Laptop at Incredible Connection the Grove Mall of Namibia on the 01/04/2017. I handed the laptop in about a month before the warranty expired. The laptop was sent in for repair, after the 21 day waiting period I collected it and a week later the problem occurred again (flashing screen). I returnees the laptop on the 23/04/2018 for the second repair where I waited longer than the 21 day waiting period. I collected the laptop for the second time and that very day the laptop failed to work, screen froze, laptop restarted and then screen went black and failed to start up permanently. I returned the laptop for the third time where I was told if they can't fix it this time I will receive a new laptop or my money back from the repair company. On the 3rd collection I was told the laptop won't last long and will break again I should sell it and make it someone else's problem. I told them that is unethical. I took I home and after a Windows update the laptop stopped working and started again with its problems. I handed it in for the forth time now and was said it will take very long and that they can only get the credit from the manufacturer and not the repair company. No login form was made this time. I was lead to buy a new laptop as I wait for the credit and I did so. I've been paying off the new laptop ever since and never received my credit and now I've been told that I handed my laptop in after the warranty and Dell will not refund me. This is highly unethical, this is corruption, this is fraud. This is unlawful and not adhering to your own policies. In totally it's been about 8month now since the first entry.

I have done an online purchase, but they delivered a broken computer. I can't get them to tend to this. They claim that none of their managers have phone numbers or email addresses. They also want to take days to sort this, but I needed a working computer before the end of the weekend. I only get robotic not helpful answers. I want to speak to a real person that are actually willing to help me to get this sorted before the end of the weekend. They don't want to tell me how I can reach someone like that in their company. I've tried emails, phoning them, facebook and live chat. I don't get any actual help.

From the application for finance to empty promises to deliver an item was just a nightmare.

This is the worst service ever from the newcastle branch. Pathetic service actually.

I will certainly not return to incredible connection again nor recommend to any other potential client as you have a lot to learn about customer service

Incredible connection newcastle mall. Extremely poor customer service, no phone etiquette whatsoever. I will never support this store again. I have been a loyal client of this store before. Extremely disappointed.

The above just proven by the number of complaint submitted on "hellopeter.com" in one day!

The incredible connection motto and values read - "where you will find global products backed up by exceptional service and after sales support.in-store technical centres provide expert advice as well as assistance with installations, upgrades and technical repairs. Incredible connection - where technology and humanity meet". What a joke.

It's more like a circus 😊 and just know who is the biggest clown!

have been mislead at Incredible connection Cresta Branch and ended up with a product i did not want, then made another application which does not have a clear status a week down the line even though i was promised it will be sorted the next day,
Staff has Attitude and they very incompetent and again calling the store you will be taken from pillar to post until you run out of airtime and no one calls you back, like today a lady call rosey simply told me she will call be back when she is done with what ever she was doing,
i have never experienced such service and regret ever approaching them for business,
as for the Manager i wonder if he really know anything about customer service or staff discipline cos that store is rotten, people do as they please and customers like me are the victims of such, JDG is a very reputable organisation and hopefully you guys do something about this and i demand someone to call me with a positive status of account as promised.

So i just got a call at 10:40 from a lady called Thabitha, who was calling in regards to my not paying my Incredible Connections Connections account. Now i do not know what training they get but she told me it's on her flow to tell me to go and borrow money from my family to pay the account which i told her that once i get money this month, i will and she kept speaking over me and interrupting me when i spoke then proceeded to hang up before I was done. Can this call be pulled and i be called so we can resolve this. Thank you

On Friday, 20th April 2018, I took my laptop and printer to Incredible Connection, Pavilion Branch, for Technical Support. I had upgraded to Windows 8.1, and my Printing program was giving me an error message. The technician that was on site when I arrived, told me that printer drivers need to be downloaded. I explained that the error message does appear in other Applications, although they run fine. The technician advised that a Delete, backup and restore procedure would sort the problem, and all would be fine thereafter. On the same Friday Afternoon, I received a call from another technician, saying that I don't have a Microsoft Account, as they are attempting to reinstall, and they cannot find the Account. I drove to Pavilion from Chatsworth, at around 5pm that afternoon. I could not find the problem, and neither could the technician. I had to leave. He said he will see what he could do, and will call me back the next day. I received no call that Saturday, the 21st April 2018, so I went back to the store. The Technician had still not sorted the laptop. I could still not access my Microsoft Account. I attempted calling Microsoft technical support. They advised that the Business section only opens on Monday. I was left without a laptop from Friday. I am an Attorney. I lost out on a lot of work during the period I could not work. I returned to the store early on Monday morning, only to find that the laptop was in the same condition as I had left it on Saturday. Nothing had been done to try and rectify the problem. I had to call Microsoft on my own, and do the reinstallation and activation of the account, which took me over 2 hours. After my Microsoft account was restored, my laptop was still not functioning as mormal. I found that all my important documents could not be accessed. The technicians tried the same procedure over and over, but without success. I became frustrated. I spent several hours at the store, and they had the laptop since the 20th April. It was the 23rd of April, and still my laptop was not sorted. It was midday, and I couldn't bear the delay any longer. I insisted I wanted my laptop and printer back. They insisted I pay an amount of R1200, 00 before I take my property away. I paid the amount of R1200, 00 simply to have my property released. I told them that I was going to be back for them. At my office, I tested my laptop. It was all messed up. It went back to Windows 8, I could not access my documents, my printer was functioning, but not as when I left it there, the save toner function was gone. My scanner was not functioning at all. I was extremely frustrated. I called in another technician to sort out the problems that Incredible Connection Created. The technician I called in was only able to see me on Wednesday evening, 25th April 2018. He upgraded my laptop to Windows 10, restored my printer and scanner settings, and placed all my documents in its appropriated place. I was only able to start work again on the 26th April 2018.

I was deeply distressed by this experience. I was not advised of any risk factors before Incredible connection took in my laptop. Had I been advised of all the Problems that may follow, I would not have booked my laptop in, as I had urgent work to attend to.

I request urgent intervention in this matter. I want a refund of the R1200. Should INcredible connection fail to refund me, I will proceed with a civil suit against them, and include all the damage I suffered following their negligent actions. For now, if they just refund my R1200 paid to them, I will walk away. They have caused my great trouble, and I deserve my money back.

Please assist.

I took in my laptop for repairs to Incredible Connection, Pavilion Branch, on the 20th April 2018. I attempted a Windows 8.1 update, and my printer was no longer functioning, as the drivers needed be updated. I advised the technician that the error message does appear in other apps, although those apps are running. He suggested a complete clean up of the laptop, back up, and reinstallation. I was not advised of any risk factors. I was only assured that everything should be sorted by Monday, 23rd April. On that Friday afternoon, I got a call from Incredible connection, saying, they could not find my Office 365 Microsoft product, therefore, it could not be reinstalled or activated. I went in to the store, and tried to contact Microsoft online support, who said they will only be available on Monday. On Saturday, I went back into the store. The technicians, could still not find my Office 365. on Monday, 23rd April 2018, I went into the store at 9 in the morning. Nothing had been done on my laptop over the weekend. I called Microsoft myself, and reinstalled Office 365 on my own. My documents folder could not be accessed, and the technicians could not give me an answer to the problem. They tried the same thing numerous times, and it refused to work. I was extremely frustrated. I decided to take my laptop and printer away. They charged my an amount R1200. when I brought my laptop home, I realized that it was an absolute mess. I could not find any of my documents. All my stuff was scattered all over in folders on my desktop. My printer software was gone, the eco saver was no longer working. My scanner was not working, as the program had been deleted and not reinstalled. I had to call in a Technician to sort out all the problems created by Incredible Connection. They sent my laptop in a worse condition that I had taken it to them in.

I want a refund of my R1200-00, failing which I will be proceeding legally against the company, for all the damages suffered following their actions.