Apple SA: battery failed at 42 cycles, and I can't even get my laptop back

On 20 October I opened a live chat with Apple Support (case ***) about my MacBook Air M2. I bought it new from Takealot in May 2025 for R16,999. At just 42 charge cycles its battery failed Apple's own Combined Battery Test. Apple says MacBook batteries are designed to keep 80% of their capacity at 1,000 cycles, so mine gave out at about 4% of its rated life.

The advisor noted my Consumer Protection Act point "for consideration". He then told me Apple needs to run its own remote diagnostic before it will escalate. I can't run it, because the laptop is still at iStore Sandton City and iStore won't release it until I pay an unexplained "outstanding" amount. I've already paid them R600 and declined their repair. I've asked them in writing on 20, 22 and 27 October what this extra charge is and on what basis. They haven't answered once. So Apple won't act without a diagnostic, and iStore won't give back my own laptop or say what they want for it. Meanwhile, Apple has not contacted me at all since 20 October.

iStore, Apple's authorised reseller, has also quoted me R5,246.08 to replace a battery that should have lasted years. They call it "out of warranty". They also claimed I left the laptop uncharged, then admitted they have no evidence for that. The matter is now with the Consumer Goods and Services Ombud (case ***).

A R17,000 laptop shouldn't need a R5,000 battery after 42 cycles. Section 55 of the Consumer Protection Act says goods must be reasonably durable, and that applies to Apple as the maker. South African customers deserve better than a chat window and silence.

Apple, I'm still waiting. Please contact me on case ***.