Don’t buy your MacBook from Incrediblce Connection Eastgate- poor support and may come back damaged!

I purchased a MacBook Pro at the beginning of 2016 from Incredible Connection Eastgate. At the time the salesman made his pitch by saying that Incredible Connection were capable of providing support should the laptop breakdown.

Of course, just after a year of my purchasing the laptop, I spilt water on my keyboard and the motherboard had to be replaced- my fault. The warranty had expired.

I took my laptop to Incredible Connection on the 29th of June 2017 for repairs to their techxpert division. The technician who helped me was very polite and professional, Tyrone. And I fully expected to have a quote and thereafter my laptop in 15 working days. After getting a quote , which was expensive, I expected to keep my laptop no later than a month.

Each time I called, I was told the repair company they sent it to was waiting for parts. By the time I got a call to pick up my computer, I was given the wrong computer, a MacBook Air not my MacBook Pro. I refused to take it and asked Tyrone to search for my computer. They found it but now I am told their repair company couldn’t repair it. Tyron was very helpful and contacted their second service provider who came back with a more expensive quote which was more expensive, but I was just happy to get my laptop fixed.

Eventually, my laptop came back on the 13th of October 2017 and I picked it up on the 15th October 2017. This was three and a half months since I took my MacBook in.Repairs cost R21000. To add insult to injury, I paid for the repairs , but I was very unhappy that there were deep scratches on the metal surface of my laptop which weren’t there before. (The techxpert staff do a full inspection of the laptop before they accept it for repair).

I voiced my displeasure to the store manager on that day. I sent Tyron an e-mail to voice my dissatisfaction. He forwarded through to his senior manager, Mr David Mohammed, who phoned me and said he would investigate this matter. I sent him a follow up mail and again he sent he would investigate it and look at camera footage of when the laptop was received and when it went for repairs.

I have not heard from him.

It has been over a month since my complaint to him and five months since the start of this exercise. I think he was expecting me to just disappear and stop bugging him.

I had explained to him that I had been a loyal customer since Incredible Connection started. I bought one of my first computers from them and have furnished nearly all my computers , printers, replacement printer and multiple laptops for me and my staff. And loads of consumables..

This episode is the final straw for me as two years earlier, I struggled to find out from the same store how I could get a replacement batter for a Dell i7 XPS I bought from them. ( but that is a story for another day).

Perhaps Incredible Connection has gotten to big to look after their customers?

So to my fellow consumers out there I would say: 1) be careful about buying from Incredible Connection if you’re not sure whether they can service it. 2) avoid high end , top of the range items. 3) their after sales support is shocking

4) take photos of your device before dropping it of with them!

Dr Anthony Yip