Question for the timeline: if you buy something from a vendor, and return it due to a defect that they acknowledge, and they keep telling you “we are awaiting the manufacturer feedback” for more than 30 days, what will you call that?

Before you answer, give your reply to sosogames. Maybe they think this is perfectly fine.

I'll stick to the facts

1. I bought a SteamDeck 512gb from Sosogames shop on Friday 27th October 2023. I encountered issues with it.

2. I dropped it at the Sosogames shop on 31st October 2023 and explained the issue. Staff there asked questions such as if I hacked it and installed it erroneously. I told them no.

(Continued)

3. The issue was recreated in their presence and they told me they will look at it and update me by Tuesday evening. I was not updated as promised.

4. I called him on Wednesday, (1st November 2023) evening and they said no issue. I then requested a refund. He refused and hung up the phone on me mid-conversation. I have his refusal in writing.

5. I reminded him that the issue came up in their presence. He alleged I installed the OS incorrectly. I am sure everyone is aware that this is not possible on a brand new SteamDeck.

6. On Friday Nov 3rd, he said that he is sending the unit back to the manufacturer and asked me to wait 10 working business days

7. Following up with him on Nov 11th, he said he will call me when he gets an update.

8. Up till November 20th, there was no update from them. I sent an email to info@sosogames.net stating the summary of my complaint and asking for an amicable solution

9. I followed up with them on 21st November and they said they are awaiting feedback. They also acknowledged the email sent to info@sosogames.net on November 20th

10. No timeline was given

11. On November 27th, I sent an email to info@sosogames.net stating I cannot be expected to wait indefinitely for resolution in a matter where Sosogames returned the unit to the Supplier and a timeline of 10 days of feedback/action was given. The timeline has been exceeded. I also stated that If this issue remains unresolved by the 30th of November, 2023, Sosogames should consider said mail as a notice/request for a refund of my money. There was no response to my emails

12. As the issue was recreated in their presence, investigated by their engineer before sending to the supplier, one can infer the device is a faulty one, which is not what i paid for

13. I reminded them on Dec 2nd via whatsapp that it has been 36 days since purchase and return of the device. As it stands, they are in possession of both the device and my money

14 On Dec 4, Sosogames responded via whatsapp that they are awaiting feedback from the supplier that day. No feedback was given to me from Sosogames from that day

15 I responded stating there has been no definitive feedback from them the 3 times in november i have reached out to them. I stated I am no longer interested in this purchase nor a replacement. That I want my money back.

16 Overall, it has been 48 50 days since purchase till now, with no resolution from sosogames

17. I want a refund.

Hmmm...I am curious to see how this is resolved