Exceptionally poor service at iStore Eastgate

<p>My Apple TV stopped working over 2 months ago. I took it into Eastgate iStore as it was the closest store to me. I live in Benoni. When dropping off the Apple TV, I asked what if the problem is the remote. They said to me, that if it was the remote they would swap it in store for me. About 3 or 4 days later I got an sms and email saying the refurbished unit could be fetched. I went in and fetched it. Great service. However when I got home the remote would not work. So I made the trek back to Eastgate expecting to get it replaced. The service agent then told me they could not swap it out in the store but they would need to send it in for a refubished unit. Reluctantly I agreed. I then went overseas and got constant Sms's and emails saying that the unit was ready for collection. I went into Eastgate iStore this afternoon to collect the unit. (Approximately 3 weeks after the first message saying I could collect the unit.) After having to wait close on 20 minutes while they tried to find the remote, I asked to speak to the manager. He goes into the back and then comes out and says he cannot find it. He tells me that because it is over 3 weeks since the first sms that the remote has been sent back to Apple. This is despite me having an sms on the 9th of June saying please collect the unit.</p> <p>They wanted to tell me to come back at a later date to fetch it, I flatly refused and asked why they could not give me a unit off the shelf. This they said they still could not do. I then said they need to courier to me, which they have now agreed to do. </p> <p>A couple of things I would suggest. They need more people on their help desk. The wait time can be 10 to 15 minutes before you are served. They should have a dedicated que for collections. They clearly need to get more organized in their backroom. Instead of just sendiing system generated sms' and emails maybe they should pick up the phone and talk to the customer if they are concerned that refurbished unit has not been fetched. They should offer customers for a fee the ability to have the replacement unit couriered them. </p> <p>I have had terrific service in the past from Applie and the initial service was good on this Apple Tv issue. However at this point I am feeling a little more than ticked off by lack of respect for my time and money.</p>