Multiple Apple EarPod warranty claim rejections at iStore Fourways Mall branch

Don’t be optimistic when trying to have your Apple EarPods repaired, or replaced for any issues under warranty (and yes, they WILL fail whilst still under warranty), especially at the iStore Fourways Mall branch.

I had the misfortune of dealing with this particular branch on a few occasions for the very same issue and the service desk agents there (I have dealt with both Mpho Mapeta and Shayur Kisten) are constantly looking for ways to reject claims, with the standard modus operandi being, for them to inspect the rubbers near the remote and lightning connector, which they are fully aware, usually perishes whilst the devices are still under warranty and then reject the claim on the basis of this being customer misuse!

This can end up costing customers R1000’s of Rands over a few months, on the basis of their claims continually being rejected and the subsequent cost of replacing these items. I was offered replacement EarPods at a cost of R947.66, even though I only paid R649 for mine, with the store then claiming that the inflated pricing was because they were replacement units and that I could opt to buy a pair at their in store promotional price of R399 instead, after I raised this concern with them!

I have raised my concerns with both the iStore Fourways Mall store manager - Sauda Omar, as well as Melissa Warren from iStore’s Talk2Us customer care department and they both cite Apple’s policies and warranty guidelines being outside their control.

My suggestion to you, in order to avoid substantial ongoing financial implications, would be to rather keep your new Apple EarPods unused and in their original packaging and buy non-Apple replacements (presumably with good after sales and warranty support), from a store other than iStore and to use those instead.