"iStore", “Apple” and “Core Group Service Repairs” abuse of warranty terms – a Disgrace to the Apple Brand in South Africa

I have always shown a strong preference towards Apple products, owning multiple devices spanning over a decade; an active promoter of the brand both in my personal as well as business environments. My recent engagement with iStore (Tyger Valley) and their service provider “Core Group Service” (Amanda Kampie), has tarnished my image of a reputed brand and I am sharing this experience to warn the public of some of the deceptive tactics Apple, iStore and Core Group Service apply to avoid ownership around replacement and repairs on defective products.

I purchased an Apple McBook in 2016. In August 2017, one year later, the devise became faulty. I approached iStore Waterfront on 2017/08/02, device was no out of warranty and the iStore quoted me on a repair: WF060737

Repair on logic board failure, R14’297.23

13 Months later (June 2018), the device showed the same problems. Apple once again referred me to Core Group Service (Kabelo Nethonzhe) who again diagnosed the device and quoted me on the exact same repairs carried out initially. Again, Apple took no ownership as the device was out of warranty, even though, the diagnosis from their preferred service provider revealed a recurring problem, indicating that Apple sold off a faulty device to begin with. Apple simply turned a blind eye on the diagnosis, falling back on the initial warranty period. Such deceptive tactics contravene the consumer’s right to fair value and quality of a product. The large majority of Apple users do not have the knowledge and expertise to diagnose a critical problem on a device. If a problem comes up during the warranty period, we trust Apple (or their reputed service providers) to provide a fair diagnosis, and a sound repair or replacement of the product based on the nature of the risks of the fault. Is Apple proud that any of their products only has a life-span of its “one-year guarantee” and only a 2 month warranty on any repair done, labour or parts?

I ended up covering the cost for the second repair: TV1770 for R9013,27 in June 2018.

That is not where it ended. Believe it or not, the device is currently in repairs for the third time (February 2019), for the same fault, logic board failure. Quote for repair WF070258 now amount to R16’836,79. Total costs for repairs since I bought the unit, R40’147,29 now far exceeds the initial purchase price of R18’000,00. The unit was handed in at iStore Tyger Valley in November 2018. (Every time the unit was handed in for repairs there has been delays with iStore and Core Group Service awaiting spares, with the last repair the delay has been more than 2 months.)

Be very cautious should you experience any issues with Apple products out of warranty and be warned of the cheapjack repairs carried out by Apple, iStore and Core Group Service, who show no accountability for the inferior (and very costly) repairs they undertook. The integrity, standard and reputation of any service provider that repairs and requote the same fault thrice speaks for itself.

I am convinced that the quality of Apple’s after-sales services is doing serious damage to the market perception of the brand in South Africa and repelling loyal customers, who would otherwise need no convincing to purchase any of Apple’s latest products.

Listening to my friends who are very proud Samsung users, they suggest that faulty products are often replaced with a new unit, and the continuous issues I experience on one single unit, is unheard off in the Samsung community. Perhaps I should reconsider Samsung, total cost of ownership on Apple products is just not worth it.