Poor Service and Incompetence – iStore The Glen

Frustrated by extremely poor service and incompetency I experienced at your iStore branch located at The Glen, specifically involving staff members Mcebisi Mangvotywa and Theresa. On Friday, 13 June, I brought in my iPhone 13 due to a screen flickering issue. The device was booked in for repair, and I was only contacted on Wednesday, 18 June, requesting permission to clear the phone because you apparently did not have the password. This delay was unacceptable. On Friday, I received an email advising me to collect my phone. However, upon returning home, I discovered the keyboard was no longer functioning. In store, I had been informed that the screen/display had been fixed this turned out to be false. On Saturday, 21 June, I returned to the store, and the phone was booked in again due to the newly developed keyboard issue. Then, on Tuesday, I was sent a quotation of R6,800 for a display replacement, with the explanation that my phone was no longer under warranty. However, I provided proof of a valid warranty. To my shock, on Wednesday, I was sent a new quotation of R12,000, this time stating the phone had liquid damage clearly a shift in narrative designed to bypass the warranty claim. If there had been liquid damage, why was this not detected when the phone was initially inspected over a week ago? This entire experience has been frustrating, misleading, and reeks of unprofessional conduct. I am deeply disappointed in the inconsistency, misinformation, and lack of accountability demonstrated by the staff. It appears the goal is to avoid honoring the warranty and to charge exorbitant repair fees instead. I demand a thorough investigation into this matter and an honest resolution. My phone should be repaired under the existing warranty, and I expect communication from someone in authority to address this situation urgently.