Gameline - Philippines

To Whom It May Concern:

I would like to complain about the customer service I’ve experienced in Gameline SM Centerpoint.
The Store Reps there do not know how to sell products and set expectations to their buyers.
I bought a Sony PS Vita in that store last September 22, 2013 and was told that warranty is not an issue and will be for lifetime.
However, now that I have an issue with the gadget I bought, specifically the charging port which got physical damage, I don’t seem to feel that certainty of your warranty.
It’s taking me forever just to get things resolved.
After a month of waiting, only today that I learned that it’ll cost me more or less P4500 just to have it fixed and this is not going to be an issue only if I didn’t experience very poor customer service.
Here are my complaints:

1. No update at all coming from the store reps about the status of the PS Vita until the 2nd week from the date I surrendered the gadget for warranty. Note that I had to personally go back to the store and ask for the an update.
2. First update that I got was that the gadget was already seen by the technician and he’s just waiting for the delivery of the part to replace the charging port. After 1 week, I went back to Gameline Centerpoint to get an update and was told that the warehouse still didn’t have the order. After couple of days, I asked for another update just to check the progress and the store rep that time told me that the technician is still working on how to get the charging port fixed, so I asked, what exactly is the technician doing? Is he just waiting for the accessory/part that he ordered or is he just waiting for a refurbished PSVita to get the charging port there? And the store rep said that the technician has not ordered any accessories/parts yet because he is still checking if the problem can really be resolved or not. (wow! so meaning, no order has been placed at all, isn’t it ridiculous?)
3. After telling your store reps that I’ll get this issue escalated because of the lies they gave me (this happened last week), they asked me to give them 1 week to have everything taken care of and I said fine. After 1 day or 2, somebody contacted me from Gameline Centerpoint and told me that it’ll cost me more or less P1500 for the charging port to be replaced and I said ok to that. However, just yesterday somebody again from that store texted me that it’s no longer more or less P1500 to get my PSVita fixed but it’ll be more or less P4500 because it’ll be the entire motherboard that they will be replacing since it was JUST yesterday that the technician found out that he won’t be able to just replace the charging port. (so I was told another lie again about the charging port replacement)
4. Only the other day that I discovered that the Sony PSVita that was sold to me was not released in the Phils thus not covered by Sony Philippines Warranty.

Paying the P4500 would probably be not an issue had I gotten an estimate right after the technician saw the gadget but it didn’t happen. It took him a month just to give an estimate which is very unbelievable. In addition, had I known that the Sony PSVita you were selling back in September 2013 was not covered by Sony Phils Warranty, never that I gotten it because it doesn’t make sense of me buying a Sony product when it’s not going to be covered by Sony themselves. Now I am left with no option but to go with your store warranty because that’s the only thing I have for the gadget I bought.

The thing I am wanting you guys to understand here is that fact that I’ve had so much already from the lies, false and incomplete expectations that were set to me when I bought the gadget.
I even can sue your company for not telling me about the complete details about the PSVita’s warranty.
Anyway, let me just clarify that I am not willing to pay the quoted amount of P4500 just to have my PSVita fixed. Again, if it was just told to me right after the technician saw it, then it would have not been an issue. But I’ve had a lot. I had experienced a lot of bad things in tyring to get my PSVita fixed.

I need to get an update about this ASAP.
Anyway, l can pull out my gadget and can work with Sony Phils instead for any exemptions they can give me and of course take further actions to have you guys pay for the all the inconvenience I’ve experienced.


Yours truly,

Krizette C. Beraña
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