Digicape Cape Town - terrible service

[hj2k_x]

Not often you will find me posting anything Mac-related but sadly this was worth mentioning.

My gf's mother took her MacBook into Digicape in Roeland Street as she had inserted a small CD (those 7cm minis or whatever they are) into the CD slot, thinking it would just accept it. It did not and got jammed in there. So she took it in to be fixed.

They could not give her any indication as to how long it would take them, just that she was in a queue.

They had the laptop (which she uses for work) for a week without doing anything.

Then when she called again to find out what was happening (for about the 3rd time) she was told that her laptop had been stolen from the branch! They had CCTV footage of it and everything.

All that Digicape did was meekly apologise for the 'inconvenience' and replace the laptop with an exact copy they happened to have in stock. No free stuff. No vouchers to say sorry for all the hassle.

Some of the data on the lappie (never mind the work stuff) was personal, photos and the like, that cannot be replaced.

Suffice it to say , I thought this was somewhat poor, service-wise. Hence my post here.

What do you Mac fundis reckon?

EDIT: Feedback from Digicape:

I'm one of the owners of Digicape and would like to point out a couple of things. hj2k_x is incorrect on replacing with the same model. That Mac brought in was already out of warranty and we replaced it with a brand new newer model with the full 12 month warranty and not just with something we had lying around. Also, we are very clear that we cannot backup all data for every Mac brought to us which is why there is a sign at the entrance stating that data is the responsibility of the user's. This was a very regrettable situation for us, we had apologised profusely, and felt we had done good by replacing it with a new full-warrantied Macbook. However, if this did not make up for it, I humbly apologise again for the theft of this laptop from our workshop. It was a very brazen crime that still baffles us as to how the criminal managed to pull it off.

I have asked the mods to change the thread title accordingly.

 

[Ou grote]

Odd story.

 

[hj2k_x]

Odd story.

But true

 

[Sackboy]

Sorry to hear this. Clearly they took no precautions in securing your property. I would say they could be the subject of legal action for damages.

Far too often we see this level of service and compensation. Pick 'n Pay does this too. The meat was off, OK, here's another pack, bye-bye!

Not enough companies take anything beyond the primary complaint into consideration. Even the time waiting for them to tell you about it is worth something.

 

[ponder]

Some of the data on the lappie (never mind the work stuff) was personal, photos and the like, that cannot be replaced.

That's purely HER fault, people must accept responsibility for their data and back it up. That data could have been lost in many other ways, mugging, fire, HD failure, water damage etc etc

 

[syntax]

Sorry to hear this. Clearly they took no precautions in securing your property. I would say they could be the subject of legal action for damages.

Far too often we see this level of service and compensation. Pick 'n Pay does this too. The meat was off, OK, here's another pack, bye-bye!

Not enough companies take anything beyond the primary complaint into consideration. Even the time waiting for them to tell you about it is worth something.

not subject to legal damages, from what i remember there is a signed form explaining the are not liable and signs mentioning the same.

I do agree though that things should have been settled with a better attitude.

That's purely HER fault, people must accept responsibility for their data and back it up. That data could have been lost in many other ways, mugging, fire, HD failure, water damage etc etc

Agreed, the data not being backed up is her fault. There is NO excuse for not backing up data ever. Especialy with the utilities apple provides like time machine its ridiculously easy to back things up.

to the OP, u got pm.

 

[StbA]

Backup's of your own data is your own responsibility. It sucks but yeah.

 

[hj2k_x]

Sorry to hear this. Clearly they took no precautions in securing your property. I would say they could be the subject of legal action for damages.

Far too often we see this level of service and compensation. Pick 'n Pay does this too. The meat was off, OK, here's another pack, bye-bye!

Not enough companies take anything beyond the primary complaint into consideration. Even the time waiting for them to tell you about it is worth something.

Indeed.

 

[hj2k_x]

That's purely HER fault, people must accept responsibility for their data and back it up. That data could have been lost in many other ways, mugging, fire, HD failure, water damage etc etc

Fair enough and she is well aware of this,.

However, if you were in the same situation would you not be a bit bleak that all they offered you was a replacement laptop?

 

[StbA]

If I had not backed up my data I would be pissed off.
However if I had backed up my data I would have thought "Cool, a new laptop "

 

[xrapidx]

Why has my service sub-forums not been actioned!?!

*sulk*

 

[Ou grote]

I remember using one of those mini cd's in the superdrive of my imac before.
U can get them out using a pin.

 

[hj2k_x]

I remember using one of those mini cd's in the superdrive of my imac before.
U can get them out using a pin.

Hehe, a bit late in this case.

 

[StbA]

Macbook is different, you need to dissemble the superdrive to get to the mini CD.

 

[Sackboy]

If I had not backed up my data I would be pissed off.
However if I had backed up my data I would have thought "Cool, a new laptop "

I think you're missing the point (as an Apple dealer no doubt). Also, with a new laptop, they are introducing an unknown. It could be faulty in some way. At least the identical old laptop was a known quantity. Maybe they should have given her an upgrade - even a small one.

 

[hj2k_x]

If I had not backed up my data I would be pissed off.
However if I had backed up my data I would have thought "Cool, a new laptop "

Interesting. I am not sure, myself. It is a lot of hassle to have to go through. Considering the minor repair the lappie as booked in for.

But I see what you are saying.

 

[hj2k_x]

I think you're missing the point (as an Apple dealer no doubt). Also, with a new laptop, they are introducing an unknown. It could be faulty in some way. At least the identical old laptop was a known quantity. Maybe they should have given her an upgrade - even a small one.

That is what I thought. She was not that bothered, really. Just about the data lost (which should have been backed up as mentioned before).

It bothered me, though.

A token of goodwill was surely needed?

 

[StbA]

I think you're missing the point (as an Apple dealer no doubt). Also, with a new laptop, they are introducing an unknown. It could be faulty in some way. At least the identical old laptop was a known quantity. Maybe they should have given her an upgrade - even a small one.

Not an Apple dealer, I only help ppl who have problems with their Macs.

At least she would have been familiar with the same model if she had a backup to start working immediately.

 

[Ou grote]

That is what I thought. She was not that bothered, really. Just about the data lost (which should have been backed up as mentioned before).

It bothered me, though.

A token of goodwill was surely needed?

Did they charge her for the "service".?

 

[Serqet]

While i completely understand the predicament i don't see what else they could really do besides replace what was stolen. What sort of upgrade could they give? Vouchers - so she can buy what? Nothing will replace what is lost.