iStore Canalwalk a huge disappointment!

I went into iStore Canalwalk to upgrade my existing Vodacom Contract.

I was issued with a new iPhone 7. Upon arriving at home, I realized that the handset was faulty and didn't even want to switch on. I went back the next day.

First, I had to stand in line for the Customer Service Desk.

One of the consultants took the new phone and tried to reload software but it failed. It was explained to me that the handset had to go in for repairs. Bear in mind that this is the new handset that was issued the day before. They didn't offer to replace it. I was told that I have to wait 5 to 8 working days.

I told the manager that it was unacceptable at which he shrugged his shoulders and said that unfortunately this was their process. There was no effort made to lessen my frustration and the inconvenience caused. The fact that I have to return for a third time without any effort to please me as the customer just really gets me upset. What happened to customer service? What happened to keeping the customer happy?

I complained by sending an email to ********** - A consultant responded by asking the reference number for my upgrade/purchase and I was promised feedback soon. It is now 4 days later and no response. I have received various sms's to tell me that my handset is in for the repair and that I would be updated.

I even received a message saying that my handset was back on its way to the store from the service center. Then two days after that I received a message saying my handset has been received by the repair center.

My issue is this - This is a new handset. I have never used it. It came out of the store faulty. Now I as the customer have to bear the frustration. I have to drive to the store and back. I have to patiently wait for them to do an assessment on their own faulty stock. This is not fair. And this is not the kind of service that I have come to expect from Apple or iStore South Africa.

I asked the Store Manager to escalate the issue at which he handed me a card with the customer service email address. Why can't a higher authority be reached? Unacceptable!

So disappointed in their poor service.