Horrible Customer Service + Can't fulfill Apple Recall Programs

Horrible customer service. Came here after university under a recommendation from a friend. I went to Digicape to exchange my affected duck head adaptor under Apple's Service Repair Program. The staff member who consulted me, looked bored and unenthusiastic with my presence after I politely inquired about the exchange program.

He inquired with his technician about the plug and the program. The technician, said that it is not applicable to South Africa, which is completely wrong as Apple listed South Africa on their website for the program and that the affected adaptors can be used in other countries, besides the standard countries, like the US, Continental Europe, etc. Furthermore, the program is still valid as it is still part of Apple’s current service repair programs. The technician quickly glanced over my duck head and looked at the markings. He said it is different to the affected ones (based on the example illustration) and it is not applicable. He insisted that he is right and emphasised based on his body language that I should be on my way.

But I said to him, that it is still affected as according to Apple, “An affected wall plug adapter has 4 or 5 characters or no characters on the inside slot where it attaches to an Apple power adapter.” I further kindly said that they can run and check the serial numbers on the Magsafe adaptor and on my MacBook Pro as well. I had my power adaptor at hand and pictures of my MacBook Pro with serial number + student card in front of it (I had to leave my MacBook Pro at UCT as it was busy running an algorithm for my engineering course at the time).

The technicians refused to check my serial numbers. They said that for the program, they need to take my MacBook Pro and my Magsafe charger to be check at their service centre in Pinelands. Which sounds absurd as it is just a duck head adaptor that needs to be exchanged. They can easily access Apple’s servers and run a check on the serial numbers. The technicians went back into their staff room with my magsafe charger and I heard some fumbling noises like draws being opened and closed. They went back outside and gave my magsafe charger back, declaring that the adaptor is exchanged. (Which is weird as they didn’t even check my serial numbers)

I inspected the duck head and saw that it wasn’t the EUR one, it was an old and another affected one, without the markings! So, they took my original affected one and replaced it with another old dirty affected one! This is as if to just shut me up and send me on my way! Very rude.

I kindly inquired again that this is not the correct replacement and that it is another affected one. Also, that why did they give me an old dirty and definitely used adaptor as well?

They looked unenthusiastic at this point and just took the plug back and took another one out of the draw and handed it to me. I looked at it. It was a EUR one. But it was used and old, with what looked like ****roach **** on it. That is not how you treat customers! I kindly asked for my original back as this is disappointing and shouldn’t be difficult. The technician said that this is a EUR one and the right one.

But you as an Apple Authorised Reseller and Service Provider, don’t give out to customers in service repair programs, old used goods! I said to him, it is an old and used one. That this cannot be my replacement one. A lady technician went out and handed my original back. She then said that I should bring my book my Macbook Pro + Magsafe charger for repair and that I should be on my way.

This is utterly ridiculous, disappointing service and shouldn’t represent Apple’s customer service. This further is not how a company treats customers as well. Should not be difficult for a simple Service Repair Program even. Did not meet my expectations of the store and I will not be booking my Mac. Will not recommend it Digicape and will take my business elsewhere. Thank you.