Core Group - How to ruin the Apple Brand

Apple products are high quality and mind-numbingly expensive. We all know that. You would think that their authorised distributor and service centre - Core Group, would echo Apple's commitment to innovation and excellence. Not so fast! My request was simple. Please swap these two 8Gb RAM modules with these two 32Gb RAM modules. I could have done it following the Youtube instructions like all geeks do, perhaps 15-20 minutes of novice effort. But sanity prevailed. I thought it best not to open a unit still under warranty. More than a week later and I still do not have my computer back. One technician sent an email asking if they can wipe the Mac Mini to see if the new RAM works (I'm not even kidding). I offered to surrender my password to prevent such a fate, but they said the POPI act prevented that. I asked that they send the unit back to the iStore so I can confirm that the new RAM works. It is now five days later. I have three different ticket numbers for "escalating" the matter but no computer. Everyone is "sorry for the inconvenience caused" but no-one will take ownership of returning my super expensive piece of tech to the iStore. This is just how they roll. No doubt, they will quote you their meaningless customer survey numbers, based on a kazillion light touch encounters where people feel obliged to say something nice. Some of it might even be true, but pray you don't need real service at a reasonable turnaround time! How Apple allows this to continue no-one knows. There is no number to call, just an online chat service. No one to speak to, no one home.