Replacement batter issue

COMPLAINT RE: EG103978

I am very upset with the service that I received from the East Gate branch.

I booked my Apple 12 Pro Max in for a battery replacement on Thursday. This after I repeatedly requested assistance via your whatsapp line which went unanswered. I eventually tried myself.

On Thursday the 4th of May the phone was booked in for the replacement battery on Monday morning at 09:00 fully aware of the cost.

I arrive at the store, they completed what was needed, assisted to clone the phone, and confirm back up done prior to arrival.

Once all checks and balances are done, they confirm that there is no stock. Considering that I believe I have accepted their T&Cs for booking the phone in and stock will be available for the replacement on Monday. No ways it can’t be that easy!!! I’m then informed that there is no stock and the battery will be available within 3-5 days. It shouldn’t work like this!!! You are a premium brand, Apple – where is the “premium service to accompany that? Non-existent!

Yesterday, being the third day, I send email requesting feedback. 24 hours later, no response… I call some random Apple number, get transferred from one person to another, to another, then get informed that I will be called back. I am extremely upset by now and demand to be called within an hour. I get informed today that I should have confirmed the order…

Im then called by a technician who confirms there is no stock and stock will arrive in another 7-10 working days. Well, that’s it, what the heck??? I then ask to be called by a manager and that this circus show is escalated. I’m called shortly there after by an assistant manager – tell her the entire story, blah, blah, blah. She’ll phone me back… She calls back within an hour, “oh, we are well within our service agreement (SLA) and what is the issue. If there is a delay by tomorrow (the 5th day), we will call you – that’s that – cheers…

1. My WhatsApp requests for assistance were ignored. 2. I received inaccurate information regarding the turnaround time (3-5) days. 3. I sent an email requesting an update, not demanding the device returned. a. This was ignored, hence the reason for the call. 4. Once I called and after being given the round around, I became upset. 5. Furthermore, after being informed that there is still no stock and the shipment hasn’t arrived and then being informed possibly another 10 days is unacceptable!

Apple, c/o East Gate iStore have failed, you have let a loyal client down! You should be ashamed of yourselves, everyone! I expected so much more, perhaps that’s the issue...