iStore after sales / repairs

J

jnvdh06

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I purchased an iPhone 8 at the end of February from the iStore here in Bloemfontein.

A month in the camera became faulty, so I took it back to the iStore to have them check it out.

Since I'm from Bloemfontein, they had to send it to the Sandton branch for their technicians to have a look at it. Turns out it is a hardware fault, which they notified me about on Monday.

The catch is they now have to order the part from Europe / UK which can take 5-10 working days. So which basically means I'm going to be without a phone for 2 more weeks, besides the week I already had to wait for them to determine the fault.

So I'm gonna basically be without a phone for almost a month.

I just really find it unacceptable that I have to wait this long for my phone to be fixed. In my opinion they should have replaced it with a new unit on the spot as the phone is less than 6 weeks old.

I have contacted Apple Support as well and they are looking into the matter for me. It just feels to me that if I were in the US with this matter, it would have been handled properly since I have only read great things about their service they provide.

I just feel if you pay this much money for a phone, you must get the service to match it.

At the moment I regret it for supporting the iStore in the first place.

I also wanted to ask some of your opinions and experiences you have had the iStore and with their after sales and repairs.
 
That's what happens when you buy an IPhone and one supplied by Core.

What the heck does it take the official agents 10 days to get a common iPhone part for one their most widely sold devices?

I reckon if you push them hard enough they'll swop it with a new one. If not then at least a loaner phone.
 
airborne said:
That's what happens when you buy an IPhone and one supplied by Core.

What the heck does it take the official agents 10 days to get a common iPhone part for one their most widely sold devices?

I reckon if you push them hard enough they'll swop it with a new one. If not then at least a loaner phone.
Click to expand...
Yes definitely trying to push them.

I feel if I bought it from MTN or Voda or any carrier they would have replaced it for me on the spot.
 
Since when do they even fix phones now? I know they change screens but usually when your phone is faulty they just give you a “new” one.

I also bought an IPhone 6 Plus from the istore in Bloemfontein in 2015, then 13 months later it shows grey lines on the screen and they tell me it’s a known hardware issue but they still wanted me to fork out R6000 for a new phone that would
Include a 3 month warranty. I said no thanks.
 
epah said:
Since when do they even fix phones now? I know they change screens but usually when your phone is faulty they just give you a “new” one.

I also bought an IPhone 6 Plus from the istore in Bloemfontein in 2015, then 13 months later it shows grey lines on the screen and they tell me it’s a known hardware issue but they still wanted me to fork out R6000 for a new phone that would
Include a 3 month warranty. I said no thanks.
Click to expand...
Exactly. Sounds like total BS to me.

I want a new phone and I should get a new phone since it is still basically brand new.

I got a faulty device. Out of box. Period. And they should replace it no questions ask.

Definitely the last time I'm buying from them.
 
jnvdh06 said:
Exactly. Sounds like total BS to me.

I want a new phone and I should get a new phone since it is still basically brand new.

I got a faulty device. Out of box. Period. And they should replace it no questions ask.

Definitely the last time I'm buying from them.
Click to expand...

You definitely should be getting a new phone. Try to escalate the issue with someone
 
Yep, they're trying to pull a fast one on you. Had 6 Plus replaced last year.
 
epah said:
You definitely should be getting a new phone. Try to escalate the issue with someone
Click to expand...
I have spoken with Apple Support international and they will escalate the matter for me. I am also following up every day.

I am so frustrated.

Even if they can "fix" it will it be good as new? Will it still have ip67 water resistance? I dont think so!!
 
jnvdh06 said:
I have spoken with Apple Support international and they will escalate the matter for me. I am also following up every day.

I am so frustrated.

Even if they can "fix" it will it be good as new? Will it still have ip67 water resistance? I dont think so!!
Click to expand...

Hopefully you get it sorted. Goodluck
 
jnvdh06 said:
I purchased an iPhone 8 at the end of February from the iStore here in Bloemfontein.

A month in the camera became faulty, so I took it back to the iStore to have them check it out.

Since I'm from Bloemfontein, they had to send it to the Sandton branch for their technicians to have a look at it. Turns out it is a hardware fault, which they notified me about on Monday.

The catch is they now have to order the part from Europe / UK which can take 5-10 working days. So which basically means I'm going to be without a phone for 2 more weeks, besides the week I already had to wait for them to determine the fault.

So I'm gonna basically be without a phone for almost a month.

I just really find it unacceptable that I have to wait this long for my phone to be fixed. In my opinion they should have replaced it with a new unit on the spot as the phone is less than 6 weeks old.

I have contacted Apple Support as well and they are looking into the matter for me. It just feels to me that if I were in the US with this matter, it would have been handled properly since I have only read great things about their service they provide.

I just feel if you pay this much money for a phone, you must get the service to match it.

At the moment I regret it for supporting the iStore in the first place.

I also wanted to ask some of your opinions and experiences you have had the iStore and with their after sales and repairs.
Click to expand...

Log a complaint with the NCC. As per the CPA, any defective products within 6 months can be exchanged, repaired or refunded, whichever the customer prefer. Not what the supplier decides.
 
bashan said:
Log a complaint with the NCC. As per the CPA, any defective products within 6 months can be exchanged, repaired or refunded, whichever the customer prefer. Not what the supplier decides.
Click to expand...
Thanks for this. I will definitely use this to my advantage.
 
bashan said:
Log a complaint with the NCC. As per the CPA, any defective products within 6 months can be exchanged, repaired or refunded, whichever the customer prefer. Not what the supplier decides.
Click to expand...
That's a good point, I wonder how many cellphone providers honour that?
 
Aquiva said:
If they do replace it, check the serial number on Apple's website to confirm that they didn't give you another refurb.
Click to expand...

The CPA does not stipulate it needs to be new. Thats why in certain instances it is better for a refund. Then you go buy a new one. MTN, Vodacom and CellC all replace with new devices within 6 months provided you ask for a warrantly assessment within the first 6 months of a new handset/tablet being faulty. Also remember this does not cover software but hardware faults.
 
bashan said:
Log a complaint with the NCC. As per the CPA, any defective products within 6 months can be exchanged, repaired or refunded, whichever the customer prefer. Not what the supplier decides.
Click to expand...
Bringing up the CPA worked like a charm and I got the phone replaced with a brand new unit. Thanks so much for the tip.
 
jnvdh06 said:
Bringing up the CPA worked like a charm and I got the phone replaced with a brand new unit. Thanks so much for the tip.
Click to expand...

Thats great!!! Happy to be of Assistance. Enjoy your new handset.
 
Glad it worked out for you.

I just wanted to add to this thread that the problem with Apple in South Africa, is Core group. They bring everything that is bad about Apple to the consumer in SA.

Case in point -

The recent iphone 6/6s slow down debacle ended up with Apple offering "discounted" batteries on the iphone 6 and 6s. However their is a catch. The phone has to be sent to some service centre for the replacement, and according to the pompous and arrogant service staff at iStore Tygervalley, it takes 15 working days to have the battery replaced.

Now if this isn't an obvious ploy to turn people off having the battery replaced in the first place then I don't know what it is... but it certainly does not take 15 working days to get a phone sent to the foreshore in Cape Town from Tygervalley and back.

Thanks for this CPA tip. I think I'll submit something about my situation and see where it goes.
 
Last edited:
JFT96 said:
Glad it worked out for you.

I just wanted to add to this thread that the problem with Apple in South Africa, is Core group. They bring everything that is bad about Apple to the consumer in SA.

Case in point -

The recent iphone 6/6s slow down debacle ended up with Apple offering "discounted" batteries on the iphone 6 and 6s. However their is a catch. The phone has to be sent to some service centre for the replacement, and according to the pompous and arrogant service staff at iStore Tygervalley, it takes 15 working days to have the battery replaced.

Now if this isn't an obvious ploy to turn people off having the battery replaced in the first place then I don't know what it is... but it certainly does not take 15 working days to get a phone sent to the foreshore in Cape Town from Tygervalley and back.

Thanks for this CPA tip. I think I'll submit something about my situation and see where it goes.
Click to expand...
Yes, I have only read good things about Apple oversease, where you deal directly with Apple.

Even when I contact Apple Support they were very helpful.

It is the Core Group that takes their customers for a ride and think tbe customers are stupid.

Regarding the battery issue, I have read stories of Apple US that they will even replace your phone if they don't have batteries in stock.

I have read similar things about even Macs with hardware issues that they replace no questions asked.

Apple US prides themselves in providing great customer service whereas Core does not care.

It is completely unacceptable to wait 15 days to get a battery replaced. The Core Group should already have enough in stock so it can be replaced almost immediately.
 
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