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Andre A
1 reviews | Active since Apr 2010
11 Feb 2020, 14:27
iStore stadd deny knowledge of known and publicised keyboard, USB-C and trackpad issues on Macbook Pro
I currently own 8 Apple computers (1 x iMac, 1 x Mac Mini, 3 x Macbook Air, 2 x Macbook Pro) but following months of SHOCKING denials from their South African staff regarding known issues on the Macbook Pro keyboard, USB-C ports and touchpad I might find myself quickly replacing these with better supported Windows machines.
I have visited three separate iStores - JHB Mall of Africa, JHB Sandton and DBN Gateway, all of whom have completely denied any knowledge of the well publicised issues regarding the Macbook Pro. As I am now looking to upgrade several of my staff computers due to these ongoing problems, I am now at my breaking point regarding these denials and fully intend to (muck like consumers in the US) raise a class action suit against Apple to have these machines replaced and / or be refunded.
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Replies (4)AA
Andre A's updateReviewer Update
11 Feb 2020, 14:28Oh look... a keyboard issue in my actual report. How surprising!
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Andre A's update11 Feb 2020, 14:28
Reviewer Update
Oh look... a keyboard issue in my actual report. How surprising!
AA
Andre A's updateReviewer Update
14 Feb 2020, 12:51Core, iStore and all South African agents for Apple products completely deny any knowledge of KNOW and PUBLICISED problems with the Apple Macbook Pro. Now nearly 30 months later after hundreds of emails and calls Apple in Ireland are having to take steps to "hopefully" resolve my ongoing problems.
Hardly the service you would expect from "the world most valuable brand", but having browsed a number of forums, user reviews and customer service websites is seems the global norm for Apple:- deny, deny, deny.
---------- Forwarded message ---------
Date: Fri, 18 May 2018 at 10:32
Subject: MacBook Pro (13-inch, 2017, Four Thunderbolt 3 Ports)
To: <***>"
To whom it may concern:
I recently visited your Gateway iStore regarding a problem I am experiencing with the above mentioned Macbook Pro [serial #: C02VL126HV2M]. I am experiencing the following problems:
1. The USB-C port on the left hand side of the laptop does not always connect / work with the power cable - it does not charge the laptop.
2. The ""j"" key on the keyboard seems to have a malfunction in that it often does not work when depressed, and then moments later multiple ""j"" letters will appear on the document.
On visiting your Gateway iStore and mentioning the above problems to the support staff (following a 40min wait to get anyone's attention) the staff were completely dismissive of the problems, merely advising that they would have to sent the computer away for an undisclosed amount of time in order for it to be inspected. Given the high cost of this machine and its age, I would expect far more in regards to customer support, and I would like to enquire who / how I can contact senior customer service management in this regard?
^^ three consecutive follow-up emails, dozens of calls, subsequent visits to Gateway, Mall of Africa and Sandton iStores and still not a word. How is this acceptable?!
Hardly the service you would expect from "the world most valuable brand", but having browsed a number of forums, user reviews and customer service websites is seems the global norm for Apple:- deny, deny, deny.
---------- Forwarded message ---------
Date: Fri, 18 May 2018 at 10:32
Subject: MacBook Pro (13-inch, 2017, Four Thunderbolt 3 Ports)
To: <***>"
To whom it may concern:
I recently visited your Gateway iStore regarding a problem I am experiencing with the above mentioned Macbook Pro [serial #: C02VL126HV2M]. I am experiencing the following problems:
1. The USB-C port on the left hand side of the laptop does not always connect / work with the power cable - it does not charge the laptop.
2. The ""j"" key on the keyboard seems to have a malfunction in that it often does not work when depressed, and then moments later multiple ""j"" letters will appear on the document.
On visiting your Gateway iStore and mentioning the above problems to the support staff (following a 40min wait to get anyone's attention) the staff were completely dismissive of the problems, merely advising that they would have to sent the computer away for an undisclosed amount of time in order for it to be inspected. Given the high cost of this machine and its age, I would expect far more in regards to customer support, and I would like to enquire who / how I can contact senior customer service management in this regard?
^^ three consecutive follow-up emails, dozens of calls, subsequent visits to Gateway, Mall of Africa and Sandton iStores and still not a word. How is this acceptable?!
AA
Andre A's update14 Feb 2020, 12:51
Reviewer Update
Core, iStore and all South African agents for Apple products completely deny any knowledge of KNOW and PUBLICISED problems with the Apple Macbook Pro. Now nearly 30 months later after hundreds of emails and calls Apple in Ireland are having to take steps to "hopefully" resolve my ongoing problems.
Hardly the service you would expect from "the world most valuable brand", but having browsed a number of forums, user reviews and customer service websites is seems the global norm for Apple:- deny, deny, deny.
---------- Forwarded message ---------
Date: Fri, 18 May 2018 at 10:32
Subject: MacBook Pro (13-inch, 2017, Four Thunderbolt 3 Ports)
To: <***>"
To whom it may concern:
I recently visited your Gateway iStore regarding a problem I am experiencing with the above mentioned Macbook Pro [serial #: C02VL126HV2M]. I am experiencing the following problems:
1. The USB-C port on the left hand side of the laptop does not always connect / work with the power cable - it does not charge the laptop.
2. The ""j"" key on the keyboard seems to have a malfunction in that it often does not work when depressed, and then moments later multiple ""j"" letters will appear on the document.
On visiting your Gateway iStore and mentioning the above problems to the support staff (following a 40min wait to get anyone's attention) the staff were completely dismissive of the problems, merely advising that they would have to sent the computer away for an undisclosed amount of time in order for it to be inspected. Given the high cost of this machine and its age, I would expect far more in regards to customer support, and I would like to enquire who / how I can contact senior customer service management in this regard?
^^ three consecutive follow-up emails, dozens of calls, subsequent visits to Gateway, Mall of Africa and Sandton iStores and still not a word. How is this acceptable?!
Hardly the service you would expect from "the world most valuable brand", but having browsed a number of forums, user reviews and customer service websites is seems the global norm for Apple:- deny, deny, deny.
---------- Forwarded message ---------
Date: Fri, 18 May 2018 at 10:32
Subject: MacBook Pro (13-inch, 2017, Four Thunderbolt 3 Ports)
To: <***>"
To whom it may concern:
I recently visited your Gateway iStore regarding a problem I am experiencing with the above mentioned Macbook Pro [serial #: C02VL126HV2M]. I am experiencing the following problems:
1. The USB-C port on the left hand side of the laptop does not always connect / work with the power cable - it does not charge the laptop.
2. The ""j"" key on the keyboard seems to have a malfunction in that it often does not work when depressed, and then moments later multiple ""j"" letters will appear on the document.
On visiting your Gateway iStore and mentioning the above problems to the support staff (following a 40min wait to get anyone's attention) the staff were completely dismissive of the problems, merely advising that they would have to sent the computer away for an undisclosed amount of time in order for it to be inspected. Given the high cost of this machine and its age, I would expect far more in regards to customer support, and I would like to enquire who / how I can contact senior customer service management in this regard?
^^ three consecutive follow-up emails, dozens of calls, subsequent visits to Gateway, Mall of Africa and Sandton iStores and still not a word. How is this acceptable?!
AA
Andre A's updateReviewer Update
17 Feb 2020, 13:235 days and still no reply from Core, iStore and Apple
AA
Andre A's update17 Feb 2020, 13:23
Reviewer Update
5 days and still no reply from Core, iStore and Apple
AA
I have now lodged a formal complaint through the National Consumer Commission.
Andre A's updateReviewer Update
24 Feb 2020, 17:27Dozens of emails later and the following:
- Shane Barton, Executive Liaison, Apple Executive Relations EMEIA Ireland - outright refuses to give any information / confirmation in writing as to my claim stating that it is "policy".
- Not a single response from Core Group Africa - Linda Dean, Michelle Short or any other representative.
- Not a single response from iStore Gateway, Mall of Africa or Sandton stores.
- A ticketed email response from Apple technical support line simply stating I must present the unit in store for it to then be sent to the repair centre, inspected and if possible repaired [no indication or confirmation of time, cost or the availability of spare parts to complete the repair]
- A kind response from FNB stating they are unable to assist as it is an Apple product. [FNB, though I appreciate the response, I do not feel this is acceptable given you were in fact the company who sold me the faulty device]
I have now lodged a formal complaint through the National Consumer Commission.
AA
Andre A's update24 Feb 2020, 17:27
Reviewer Update
Dozens of emails later and the following:
- Shane Barton, Executive Liaison, Apple Executive Relations EMEIA Ireland - outright refuses to give any information / confirmation in writing as to my claim stating that it is "policy".
- Not a single response from Core Group Africa - Linda Dean, Michelle Short or any other representative.
- Not a single response from iStore Gateway, Mall of Africa or Sandton stores.
- A ticketed email response from Apple technical support line simply stating I must present the unit in store for it to then be sent to the repair centre, inspected and if possible repaired [no indication or confirmation of time, cost or the availability of spare parts to complete the repair]
- A kind response from FNB stating they are unable to assist as it is an Apple product. [FNB, though I appreciate the response, I do not feel this is acceptable given you were in fact the company who sold me the faulty device]
I have now lodged a formal complaint through the National Consumer Commission.