On 17th February 2024, I ordered a 43″ Vitron TV via the Kilimall app via order number 402177517224840. I then proceeded to pay Ksh 23,838 which was the total amount of the product plus the shipping cost. The item was then delivered to me at 8PM two days later.
While installing the TV the following day, I noticed that the warranty had expired on 5th May 2023 (which was about 9 months earlier). Upon installation, I noticed that the TV’s screen was not intact and I immediately contacted Kilimall raising this plus the warranty issue.
They however assured me that according to their records, the product was within the warranty period (February 2024 to February 2025), and that should anything serious happen between this period, the TV’s screen would be repaired at the seller’s cost.
The TV’s screen kept misbehaving, switching itself on and off frequently. I didn’t bother as much until 29th December 2024 when the TV’s screen developed grid lines, which prompted me to contact Kilimall. I explained everything including the issues it had been having since I bought it and the warranty issue.
The customer care (Yvonne) gave me the seller’s number which I called and explained the situation. He asked me to take it to Vitron Customer service at RNG Plaza and assured me that it would be repaired at no cost since it was within the warranty period.
However, when I took it to the service center, they asked for Ksh. 12,000 to replace the screen since my warranty had already expired on 5 May 2023. I didn’t have this money. I asked them how I was sold a TV with an expired warranty and they told me that the TV must have been sold to someone else before. This only means that I was sold a second hand item.
This is not the end.
I immediately called the seller and explained the situation and he asked that I send him the photos of the TV and the expired warranty, which he saw and promised to reach out to me after a few minutes. He didn’t, so I proceeded to call Kilimall to explain the same situation.
I was then told that the seller would take full liability of the repairs and was directed to return the item to Kilimall, which I did on 16th January. The TV reached Kilimall via G4S on 20th.
According to details on their Mobile App, It was inspected and approved for repairs under seller’s cost on 22nd January, and it was picked by the seller on the same day. I was then informed to give them 14 working days from 22nd January which ended on 11th February.
I then called them to tell them I hadn’t received my item, after which they shared the seller’s number (Marvel Technology). When I called them to ask why they hadn’t delivered my TV, he told me that there is no way he could repair the TV since it had an already expired warranty.
I then called Kilimall and asked them why I could get such a response despite the fact that they themselves asked me to return the TV, which the successfully went through all the required procedures and was handed to the seller. Since then, they have been promising to “return back to me”, which never happens.
As I write this, I don’t know who has the TV and why it hasn’t been repaired and returned back to me as promised.
I’m writing this because, many Kenyans could be going through the same problem, where sellers use an online platform such as Kilimall to sell second hand or even stolen items as brand new items, with expired warranty, and when the item develops issues and returned for repairs via the same platform, then handed back to the seller, it is stolen, repaired, and sold back to another Kenyans.
I’m sure there’s a way you can deal with this specific situation and get to the bottom of the matter. Below are the details of the product including the contacts of both Kilimall and the seller:
After Sale/Order number: AS250114070821019776. Seller (Marvel Technology): 0712478154