Core/MyiStore - a rant about "customer service"...

[Cassady]

Dropped my 5S today at 16:30. Damaged

Hit up their website - contact us - call centre. 55 frriggin options later.

"Hi - dropped my phone blah blah - have i-Care, what do I need to do to get it replaced?"

"You will need to book a service on the website, and then take it in."

"Sorry, what? Why can't I walk in, and then walk out with a new phone?"

"It depends on whether they have stock".

"Ok, I don't live near an iStore, so I don't want to drive all the way out there for no reason - can't I just speak to them, AT THE ACTUAL store, to confirm if they have everything, so that I can go in, preferably tonight?

"No sir, they will tell you exactly the same thing - they use the same procedure. If they have stock, you will get it immediately, if not - it will take 5 days"

"So can I phone them to confirm stock?"

"No sir. I will get them to phone you back."

"My phone is not working now. I need to leave the office, to either head home, or to the iStore blah blah blah. They need to phone me at 18:00, so I can arrange my life etc etc.

------

18:00. Nothing.
18:05. Nothing.
18:10 - call the number listed next to iStore Canal Walk, on Myistore website ---- and get... The Call-Centre.

"Our business hours are 08:00 - 17:00 Monday to Saturday, please call back tomorrow. Please look on our website for further details..."

Yes. Everything EXCEPT the direct number of the iStore, that is open UNTIL 21:00!!

So the iStore is OPEN, but the call-centre is closed, so here I sit, proverbially paddled...

What. The. Actual. F****lip.

What makes them so special so as to NOT allow direct communication with the store?

Heaven forbid - it might actually prove customer relations.

[Rant off/]

 

[icyrus]

We all share your frustration. Core are truly useless.

 

[Cassady]

Literally just popped this up, and - ℅ Murphy, they called. Cool chat with someone from the iStore. Explained I must take the phone in, for their Hardware/techie people to assess it, and - depending on stock, might have to wait 1/3 days.

Blows. But apparently significantly better than Vodacom/MTN's turnaround time...

Core's call-centre idea (not the people) - just the idea/concept, sucks. Absolutely sucks. Had me spitting bricks, for no good reason.

Fortunately, could rant here.

Feel better already.

 

[midnightcaller]

So much for the apple experience ....

 

[GreGorGy]

I had an iMac whose power brick said goodbye during a particularly nasty cable theft / surge at my daughter's mom's place. I had to take it in for assessment for insurance purposes. The exact same STUPID procedure. I went to the store and they told me to phone and I asked what kind of retarded scheme this was. The reply? It is normal practise in the western world. The idiot at iStore fourways told me this. I told her that, because she was only about 12, she probably should first go and explore this "western" world and find out exactly how far that kind of attitude will get her and core.

It was faster to take the damn thing to core in Jet Park, where I did not have to book it in on a press 1 for frustration call centre.

 

[Rickster]

Yay! After all Apple is the best of the best!