DionWired offering services that they are not able to execute

I bought a MacBook Air at Dion Wired in Cavendish, and was forced to take it back in for repair as it stopped working after just one year. I took this MacBook in on Saturday 31 March. I find it completely unacceptable that after almost three weeks, you guys are still not even able to tell me what’s wrong with my machine as it has not been looked at yet (as a matter of fact apparently it’s still with a courier company).

I have raised my concerns on Twitter and my case was just handed back to Dion Wired in Cavendish who gave a very unsatisfactory response indicating that I will receive my MacBook within “the reasonable timeframe”. I’m afraid that this response just does not cut it. What is a reasonable timeframe??? Is it the 21 days you refer to in your service receipt?…Well that 21 days is fast approaching and you have not even managed to get my machine to a technician that’s knowledgeable enough to work on a MacBook.

As a contracting software developer, this machine is the tool that I use to earn money. I have been without an income since taking my machine in and also lost a client.

Here is a summary of the timeline: 1) 31 March - Machine which is still under Dion Wired warranty taken to Cavendish branch; 2) 4 April - Dion Wired realises that they need to send it to their technicians in CPT; 3) 6 April - Dions Wired technicians in CPT realise that they don’t have the s****s to work on MacBooks and that they have to send it to JHB; 4) By this point I have phoned Dion Wired in Cavendish 3 times; 5) I tried to reach out to DionWired on twitter, but my request got handed down to DionWired in Cavendish which seems to be quite central to the problem; 5) After realising that Dion Wired in Cavendish has no ability to understand my concern, I asked for the technician in CPT’s number. I phoned them more than 5 times but they also don’t seem to know much about what’s going on with my machine; 6) Fast forward to 17 April. After phoning the CPT technician again, they confirm that my machine is still will the courier company and has not even reached the technician in JHB. It has been 17-18 days. Nobody has even looked at my machine.

Dion Wired really has given me the worst customer experience I’ve seen in a very long time. Charging premium prices obviously does not mean that Dion will provide premium customer service. Definitely will not be buying anything from you again and will make sure to make my grievances known in my circle of acquaintances and on every social channel I can find.