Frustration

I upgraded my Apple TV to the 4K version in the Sandton City store. I asked if I could trade my 2nd generation one in and was told to return within 30 days. I walked in this morning at 09:15 and stood at the service desk for 35 minutes. I was assisted at 09:50 and after following the process was offered a R400 trade in. I accepted and then - nothing. There was a system fault and the agent told me that we had to start again. I had a call at 10:00 so I left everything and agreed to return. On my return the same agent started again from scratch. From earlier experience I know that this is a 15 min process and I wonder out loud if it wouldn’t have been more pragmatic to load my details in anticipation of my return.

Even more frustrating was that I intended purchasing another 2 items today, which I was not able to because of the very poor management of the service desk.

My observations :

How can a retail store the size of this one only have two people manning the Service station with a queue of 10 at any one time?

Why would the sales agents, 6 of whom were aimlessly wandering around the store, be empowered to assist customers with basic questions (charging, backing up etc.) ?

Why would you not include trade ins at a separate station, or do it by appointment?

What sort of training are you giving the staff. They do not appear to understand your product ?

Sincerely,

Warwick