Complaint: Incomplete Insurance Registration and Poor Customer Service

I would like to log a complaint regarding my iPad purchase on 23 December 2025.

I was initially assisted by a lady who provided excellent service and later transferred to Harry to finalise the sale. I clearly informed him that I was purchasing the device, iCare, and insurance.

After the sale was completed, I noticed there was no confirmation of the insurance. When I raised this, I was told I could register it online. I explained that since I was already in-store, I preferred that it be done there. I then emailed my documents as requested.

Harry advised that he needed to step out briefly and transferred me to another staff member who was busy with a client. We were willing to wait. When Harry returned and realised we had not been assisted, he told us we could leave, assured me that he would register the insurance himself, and took a copy of my ID.

I later received confirmation for iCare but no insurance confirmation. I followed up via email on 25 December 2025, only to be informed that the insurance had not been registered and that I should do it myself online.

My concern is not about completing the process online, but that I was explicitly told the insurance would be registered, which led me to believe I was covered. Had I not followed up, I would not have known otherwise. This feels misleading and left me without coverage during that time.

This experience was disappointing and unacceptable. If assistance was not possible, I should have been informed honestly or assisted by another staff member.

I would appreciate feedback on this matter and how it will be addressed.

Thank you.