What would you do in my situation?

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Beavcoon

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So how's this:

I ordered a custom MacBook Air last year and was told that it would be here within 6-8 weeks, as are all custom orders. I have been requesting status updates on my order throughout this period and the iStore (Gateway) manager kept on telling me that he will get back to me.

On the 9th week of my order, I emailed the manager again to ask where my order is. He didn't respond for a week, so then I emailed customer care on the 10th week.
On the 11th week, I received an email telling me that they had to reorder my custom machine today and that they are very sorry. They did say that a loan machine will be made available to me in the mean time. The iStore manager has still not contacted me in any way.

After this, I telephonically contacted the Core regional manager and he found out for me that my order did arrive at the iStore but they sold it to someone else! This is simply ridiculous especially given the fact that I had given them an R8000 deposit at the beginning!

The regional manger told me that he will give me a 10% discount on my original order price. However I was getting 10% anyway due to student discounts and right now the iStore are having a 12% discount on orders purchased between December and February! This is all the compensation that Apple is willing to give me.

Do you guys think that it is fair what they are offering me or much too miserly?
What would you do?

Thanks.
 
Beavcoon said:
So how's this:

I ordered a custom MacBook Air last year and was told that it would be here within 6-8 weeks, as are all custom orders. I have been requesting status updates on my order throughout this period and the iStore (Gateway) manager kept on telling me that he will get back to me.

On the 9th week of my order, I emailed the manager again to ask where my order is. He didn't respond for a week, so then I emailed customer care on the 10th week.
On the 11th week, I received an email telling me that they had to reorder my custom machine today and that they are very sorry. They did say that a loan machine will be made available to me in the mean time. The iStore manager has still not contacted me in any way.

After this, I telephonically contacted the Core regional manager and he found out for me that my order did arrive at the iStore but they sold it to someone else! This is simply ridiculous especially given the fact that I had given them an R8000 deposit at the beginning!

The regional manger told me that he will give me a 10% discount on my original order price. However I was getting 10% anyway due to student discounts and right now the iStore are having a 12% discount on orders purchased between December and February! This is all the compensation that Apple is willing to give me.

Do you guys think that it is fair what they are offering me or much too miserly?
What would you do?

Thanks.
Click to expand...

iStore isn't Apple

If I lived in SA, I would never buy a Mac. Maybe an iphone.

Having said that I own a MacBook here in the UK. Best laptop I have ever owned. But I wouldn't buy one in SA.
 
zippy said:
iStore isn't Apple

If I lived in SA, I would never buy a Mac. Maybe an iphone.

Having said that I own a MacBook here in the UK. Best laptop I have ever owned. But I wouldn't buy one in SA.
Click to expand...

Yes we are all well aware of this. It just beats saying 'official Apple distributors' each time...

Would you only not buy it because of potential situations like mine?
 
I would be furious.

Demand your money back. Demand that it be in your account by COB today. Seriously, I dont know what customizations your macbook would have had, but this is not worth it. You are also rewarding bad business practices. You are telling them it is okay to treat you like dog poo. They sold it to someone else? Seriously? It was custom!

Tell them they have two options: either fly someone to the States to get it for you by the end of the week, or refund you by COB. Then take your money and go buy a standard Macbook elsewhere.

Yes I know Core will still get your money, even if you buy from Incredible Connection. The point is that they wont get as much and its the only way that corporates listen.

EDIT: Print out a copy of the relevant section of the CPA and take it with you. Demand a refund.
 
That really is a tough one! I was also considering ordering a custom MB Air last year, but the iStore's reluctance and service put me off. Also, I knew that I wouldn't be able to wait that long, so I just got the 256GB 13" with student discount.

If I was in your shoes, I would just cancel the deal and get my deposit back, but I have no idea what your requirements are and whether you'd also be satisfied with the stock model like myself.

Good luck though!
 
Beavcoon said:
Yes we are all well aware of this. It just beats saying 'official Apple distributors' each time...

Would you only not buy it because of potential situations like mine?
Click to expand...

I mentioned the difference because you referred to :
This is all the compensation that Apple is willing to give me.
Click to expand...

And yes. That's the only reason I wouldn't buy it. In my experience Apple support has been better than most providers I have bought from. And for the price of a Mac, I would expect that support. There are also Apple resellers in the UK. In fact, there is an Apple reseller that's closer to me in Canterbury. I still drive the extra 20 miles to go to the Apple Store, or order directly from Apple. I ordered my ipad from Apple. I drove to the Apple Store to buy my MacBook.

There is always a chance you end up with a dud. Doesn't matter what you buy or from who. For the price of a Mac, I expect the after sales service to be top-notch :D
 
zippy said:
If I lived in SA, I would never buy a Mac.
Click to expand...
Cutting off your nose to spite your face.

Beavcoon said:
The regional manger told me that he will give me a 10% discount on my original order price. However I was getting 10% anyway due to student discounts and right now the iStore are having a 12% discount on orders purchased between December and February! This is all the compensation that Apple is willing to give me.
Click to expand...
In that case I'd choose one of two options - 22% off, i.e. the 12% you'd get if you bought it now, plus the additional 10% or they refund your money plus interest at the maximum rate allowed by the National Credit Act, i.e. 2% per month. I'd go with whichever is the most profitable for me. There is no way I'd accept just a refund.
 
Ancalagon said:
I would be furious.

Demand your money back. Demand that it be in your account by COB today. Seriously, I dont know what customizations your macbook would have had, but this is not worth it. You are also rewarding bad business practices. You are telling them it is okay to treat you like dog poo. They sold it to someone else? Seriously? It was custom!

Tell them they have two options: either fly someone to the States to get it for you by the end of the week, or refund you by COB. Then take your money and go buy a standard Macbook elsewhere.

Yes I know Core will still get your money, even if you buy from Incredible Connection. The point is that they wont get as much and its the only way that corporates listen.

EDIT: Print out a copy of the relevant section of the CPA and take it with you. Demand a refund.
Click to expand...

It's not a seriously custom order, just a 4gb ram upgrade, which is imperative to me.
I'm seriously considering asking for a refund and just going with a non-Apple product, but silly me has already bought a lot of accessories for it already.

They have told me that they will get it here within 3 weeks.

I'm just hoping for a better offer. This is a seriously bad situation for them and they are trying to get out of it with minimal damage to themselves. I blame iStore gateway. I've had terrible experiences with them in the past and I should have went with another iStore.

LizGroen said:
That really is a tough one! I was also considering ordering a custom MB Air last year, but the iStore's reluctance and service put me off. Also, I knew that I wouldn't be able to wait that long, so I just got the 256GB 13" with student discount.

If I was in your shoes, I would just cancel the deal and get my deposit back, but I have no idea what your requirements are and whether you'd also be satisfied with the stock model like myself.

Good luck though!
Click to expand...

Thanks! I actually need more ram rather than space, so this order is important to me. I would go for the new MacBook Pro which comes with 8gb (I think) but it's far too expensive.

Another thing is that I've bought all my accessories for it already.

zippy said:
I mentioned the difference because you referred to :


And yes. That's the only reason I wouldn't buy it. In my experience Apple support has been better than most providers I have bought from. And for the price of a Mac, I would expect that support. There are also Apple resellers in the UK. In fact, there is an Apple reseller that's closer to me in Canterbury. I still drive the extra 20 miles to go to the Apple Store, or order directly from Apple. I ordered my ipad from Apple. I drove to the Apple Store to buy my MacBook.

There is always a chance you end up with a dud. Doesn't matter what you buy or from who. For the price of a Mac, I expect the after sales service to be top-notch :D
Click to expand...

That's true. Given the price of these products I should expect much better service. I hope that the service I have received is limited to iStore gateway.

I will really consider another brand when purchasing my next product, due to this horrible experience.

noxibox said:
Cutting off your nose to spite your face.


In that case I'd choose one of two options - 22% off, i.e. the 12% you'd get if you bought it now, plus the additional 10% or they refund your money plus interest at the maximum rate allowed by the National Credit Act, i.e. 2% per month. I'd go with whichever is the most profitable for me. There is no way I'd accept just a refund.
Click to expand...

I really wish that that would be possible. They aren't budging.

I really wish I hadn't bought accessories for it so eagerly..I would most likely ask for a refund.
 
Beavcoon said:
Lol, to be fair, I did mention core and iStore (which it is) and only mentioned Apple once.
Anyway, what's your take on this?
Click to expand...
tough call - depend on how badly you want the laptop. Are they're willing to give you 10% back on what you paid for it?
 
I think you need to go bigger with this. In fact, I'd try to contact Apple US about it. They wont be happy that their brand is tarnished like this. Seriously, do it.

Also post on Facebook and Hellopeter. Sadly, these days, the best way to get action is to embarrass the company. Then suddenly they want to help.
 
bwana said:
tough call - depend on how badly you want the laptop. Are they're willing to give you 10% back on what you paid for it?
Click to expand...

You see I paid a 50% deposit and will pay the additional 50% when I collect the laptop. Only then will they take a 10% discount on this total.

My problem is that their penance for this outrageously bad mistake is that they are willing to give me 10% off on my order, which is what I was getting anyway for my student discount. What makes it worse is the fact that they are having a 12% discount promotion right now.

Why should I get the same discount as everybody else who has had a pleasurable experience with them. They are basically saying that my problem means nothing to them and that they didn't do anything wrong, in offering me the same discount that was already rightfully mine. It makes no sense.
 
Ancalagon said:
I think you need to go bigger with this. In fact, I'd try to contact Apple US about it. They wont be happy that their brand is tarnished like this. Seriously, do it.

Also post on Facebook and Hellopeter. Sadly, these days, the best way to get action is to embarrass the company. Then suddenly they want to help.
Click to expand...

Yeah I think I will do that, thanks.

The last time I live chatted with a US consultant, they cut the call as soon as I mentioned 'South Africa'.

I take it that they will not do much, let alone contact me back.
I will give it a try though..
 
Yeah, they probably will, but it cant hurt to try. Also post this far and wide. Spread the word.
 
That sucks. I would go viral. Quote frankly, that's horse-s$@t. And not even an email from the actual iStore? Pfftt.

Aggressively-stupid people deserve to be called out. I'm getting wound up just writing this.
 
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