not interested in delivering service

<p>I had a rather disappointing experience regarding the service provided by FITBIT and iStore Menlyn (Pretoria). The rubber of the band of my Fitbit (bought in January this year at the Menlyn iStore in Pretoria) is loose, clearly a warranty case. So I retuned with my FITBIT to the iStore to hear that they can send it in but they need the original packaging. Well not really logical in my opinion why that is needed but fine it is stated in the warranty conditions that original or equivalent packaging is required. So I returned four days later. After confirming 5 times that it is a model which can be send in, after waiting for another 40 minutes to get service and after filling in forms for another 25 minutes I was told that they cannot send it in because I didn’t have the charger with me.<br />The argument was that it is company policy, first question if it is company policy why is the staff in the iStore not informed and up to date? Second the warranty booklet states original packaging or equivalent, so the iStore is making their problem the customers problem. iStore is not a junk shop and as a customer one can expect that it has not only quality products but also quality service.</p> <p>As another note on bad communication, iStore staff failed to inform the customer (at least when I was inquiring about the Fitbit) that Fitbit and it associated software do not have proper units to measure energy (e.g. the option for Kilojoule) therefore it is of substandard quality and pretty useless in my opinion.</p> <p>Regards<br />Capensis</p>