Digicape Cape Town - terrible service

Serqet said:
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.
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As a customer, in an ideal world, I want to say "They did their best, and when they messed up, they did all they could to keep me as a customer".

Did Digicape honestly achieve that in this situation? I say "Not".
 
Fair enough but did they mess up? They were a victim of crime like the rest of us. While i can understand they are responsible for stolen property. They held up that responsiblity and replaced her laptop no questions asked.
 
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Let me know when your insurance company sends you gift vouchers/flowers/meal vouchers on top of paying out the exact amount lost because of theft or fire, I would really like to switch.
 
Serqet said:
Fair enough but did they mess up? They were a victim of crime like the rest of us. While i can understand they are responsible for stolen property. They held up that responsiblity and replaced her laptop no questiosn asked.
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All shops have insurance, so they didn't lose anything.

They also have procedures for securing property. I doubt whether they took precautions. We haven't seen the crime report either, so we don't know the circumstances. High value items are always a target for burglars, so I want to know how this happened (or if indeed it happened).

When I lost some precious film at a processing lab, they explained that the pictures were lost and they couldn't retrieve them. I got 3 fresh rolls of the best film in the shop. They didn't just give me a roll of film back because they knew they had stuffed up. They should have done more, but they didn't do just the bare minimum - as Digicape did here.
 
StbA said:
Let me know when your insurance company sends you gift vouchers/flowers/meal vouchers on top of paying out the exact amount lost because of theft or fire, I would really like to switch.
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How did the insurance company stuff up pray tell?
 
Where did I say the insurance company stuffed up?
 
1. Her laptop was stolen from digicape
2. digicape has insurance
3. insurance pays digicape
4. digicape gives her a new laptop
5. insurance does not give digicape vouchers for their loss
6. digicape does not give her vouchers for her loss
7. anything unclear?

As I said, it sucks but she had the responsibility to backup her own data, If she had brought in her backup I'm sure digicape would have restored all her data for her free of charge.
 
StbA said:
1. Her laptop was stolen from digicape
2. digicape has insurance
3. insurance pays digicape
4. digicape gives her a new laptop
5. insurance does not give digicape vouchers for their loss
6. digicape does not give her vouchers for her loss
7. anything unclear?

As I said, it sucks but she had the responsibility to backup her own data, If she had brought in her backup I'm sure digicape would have restored all her data for her free of charge.
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I can hear what you are saying. I am not intending to start a battle here. I just thought it was quite poor.

If I had been in their position, I would like to think I would have offered something to make the situation a bit less unpleasant. Old stock of something that would not even cost the company much. It's more the idea than the actual value of the thing, really.
 
ponder said:
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
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I tend to agree. When you take your machine in to any repair shop. YOU should back everything up that's important cause nobody will take responsibility for the loss of YOUR data.

The place did offer to replace the machine so I don't see the problem.
 
bex.cpt said:
I tend to agree. When you take your machine in to any repair shop. YOU should back everything up that's important cause nobody will take responsibility for the loss of YOUR data.

The place did offer to replace the machine so I don't see the problem.
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Would be interesting to get a poll going in this regard. It seems to be quite an even split either way...

I must find out if they replaced the additional software she had on there but I assume they did.
 
If digicape had been negligent as in the case with sackboy's photo's then I would think they should offer something more for the inconvenience, however, they were robbed of their own equipment as well as customer equipment, this is not negligence and hence my argument that they should not have to give her extra stuff, the hardware that was lost was replaced.
 
StbA said:
If digicape had been negligent as in the case with sackboy's photo's then I would think they should offer something more for the inconvenience, however, they were robbed of their own equipment as well as customer equipment, this is not negligence and hence my argument that they should not have to give her extra stuff, the hardware that was lost was replaced.
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I think the problem is that you take a laptop in with a very minor problem like a jammed CD drive, expect it to be sorted it quickly. Then, not only does it take an age for anything to be done, but the lappie is stolen while in their possession.
 
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.
 
macfanatic said:
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.
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Thank you for this reply.

Please do not hold it against the mother of my gf. She did not put me up to this post at all. I was just surprised at the whole situation really.

It seems that, given the fact that the old machine was out of warranty (which I did not know) and that it was replaced with one that still has full warranty, it was not so bad after all.

I shall ask the mods to change the title of the thread. :)
 
It depends on how busy they were, if the workshop was fully booked then it takes as long as it takes, she could have asked them to book in the macbook but let her keep it until they were ready to pay attention to it, bring it in, have a lunch down the street and pick it up an hour later.
 
Thanks hj2k_x. We would never hold it against your gf's mother. Changing the thread would be greatly appreciated though. :cool:
 
macfanatic said:
Thanks hj2k_x. We would never hold it against your gf's mother. Changing the thread would be greatly appreciated though. :cool:
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Cool.

I have asked the mods to oblige so it is up to then to make the change. Should not take too long, though.

Thanks for the feedback, though.

Teach me to meddle with Mac affairs with which I am not proficient :o
 
macfanatic said:
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.
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I thought it a bit unfair that the laptop be replaced with one "lying around", especially if insurance would be paying out for the stolen one. However, on hearing about the 1 yr warrantee which is worth its weight in gold I gotta say Digi has done right by this.
i doubt you would get similar responses from other resellers..
(I actually know as a fact another reseller who had a fair amount of machines stolen who handled this matter differently...to the detriment of the customer))
 
tau1z said:
I thought it a bit unfair that the laptop be replaced with one "lying around", especially if insurance would be paying out for the stolen one. However, on hearing about the 1 yr warrantee which is worth its weight in gold I gotta say Digi has done right by this.
i doubt you would get similar responses from other resellers..
(I actually know as a fact another reseller who had a fair amount of machines stolen who handled this matter differently...to the detriment of the customer))
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Ya. That is the story that I had been told when last I asked about it - that they were going to see what stock they had in-store with which to replace the stolen lappie. So, I assumed that was what had happened. The fact that it was a new one with a full warranty changes the matter quite a lot.
 
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