Poor Service

During the middle of 2017 I sent in my Macbook Pro to have the screen replaced by the service company – Core Group. On receiving the Macbook back after the screen was replaced, all look fine and seemed correct with my Macbook except for the fact that one of the technicians/staff had used my Macbook to back-up/charge/update their phone as their details were found on my Macbook (which I erased with the suspicion of them trying to ***** information).

Whilst on course recently it was pointed out to me by one of the other course attendants that the screen was not flush with the body of the Macbook when it was closed. I then took my Macbook in to Eastgate iStore to send it back to Core for the screen to be adjusted and corrected. Within a week I had my Macbook back and noticed that in servicing my Macbook, Core had damaged the Apple logo on my new screen with a scratch, as well as scratching the body of my Macbook in the process of their screen adjustment.

I then Had Eastgate iStore send the Macbook back to Core for them to correct the damage that they had caused when they were correcting their initial poor workmanship. I then received my Macbook back and Core had only corrected the scratch to the Apple logo and not the damage to the body that they caused.

I have now resent the Macbook back to core for a third time in the space of a month for them to correct the damaged case caused by their shoddy workmanship.

This entire issue could have been resolved when the Macbook was originally sent in to Core for the screen to be replaced early in the year, had the technician done their work correctly and Core quality control done their job correctly and identified that the screen was not aligned properly.

There seems to be a problem in Core quality control department because they could not identify the misaligned screen nor that the technician had damaged my Macbook with the scratch on the screen and body and’ neither did they pick up that the technician did not complete their job card - with the scratches on the body not being corrected.

I find the work that Core has performed on my Mackbook sloppy and unacceptable to the standard maintained by Apple. I might send my Macbook in with finger prints on the casing and screen but the very least Core can do is clean the Macbook where the technician has left finger prints or dirt due to them working on the Macbook. Phone calls to the service center managers Lindsy Chulu and Elizaan Swardt were not answered and even emails sent by the receptionist Matsepo with my details on were not even responded too. Maybe they were not in the office or they were on leave on the 24th December 2017 but after being told that they were in the very least they could do is return my phone call. They must be setting the standard for the quality control department.

All this poor service and workmanship has left a sour taste in my mouth. I have now reached a point where, should there be another issue with my Mackbook, I will be billing Core at a rate of R500 per hour for loss of income. The onus is on Core quality control to get their act together and ensure that the machine that they are sending out meets the standard set by Apple. So far what I have been getting is nowhere near the standard set by Steve Jobs from a quality service point. If Quality control at Core can’t even ensure that the work on the job card is performed correctly how are consumers/customers of Apple supposed to have faith that their machine that they send in for repairs will be repaired correctly. What standard of quality is Core setting for the South African market place?? I can definitely tell you what I think of the service.

Before my Macbook is returned to me I expect the service manager to sign off on the quality control check and make sure that they are returning a product that meets Apple standard.