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Clinton P

1 reviews | Active since Jan 2019

29 Jan 2019, 15:49

Poor Service - iStore Mall of Africa

Took my phone in for repairs on 23 Jan 2019. I was told the repairs would be completed in 3 to 5 working days. Had to pay my R250 just to hand the phone in.

I was told that i would be updated on the process as to how the repair was going and would be given regular updates via email as well as my alternate contact number.

On the 24th of January I received confirmation that my phone was being assessed. On the 25th i received the quote at 8am and i gave the go ahead via email at 10am. Up to this point all was looking good and on track.

On the 28th i then try get in contact with someone as i have had no further updates and get told that i will receive an update the next day.

The next day (29th) i receive an email asking if i accept the quote, however the systems are offline so even if i accept the quote they cant go ahead? I had accepted the quote 4 days ago, which means that my phone had been in for 6 days and the service hadnt even started. And on top of this the quote was R5k to fix it.

The technicians at the iStore at Mall of Africa are not even in the loop and have no idea as to the current progress of the repair. So you hear one thing from the Core Group (which is where the phone gets fixed) and another thing from the iStore. I was told on the 28th that i would receive feedback the next day, but i just waited and waited and waited.

You would think that a company in the technology space, would have automated, slick processes in place. Its not even close to slick and efficient. Its as far from slick and efficient as you can imagine.

If you want to be stuck without a phone, get zero feedback and pay the earth for your iPhone repair, then iStore Mall of Africa is the place to go.

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CP
Clinton P's update06 Feb 2019, 12:31
Reviewer Update
I finally received my phone back 10 days later, after i was told it would take 3 - 5 working days, and as expected only half the issue had been resolved. I had to go back to the store the following day, where they told me that they would have to send my phone back to the workshop to repair the wifi issue. I was told that if i came to the store the following day they would have a spare phone that i could use while the repair was concluded. So i then took my 5th trip back to the store the following day to hand the phone in and get the spare phone. After standing in a queue for an hour (as a result of their pathetic non-existent processes) just to hand my phone in, i walked out as i could not deal with these *****s any longer. I went down the stairs to WeFix where i was greeted with a smile and was helped immediately. Furthermore, i was told that the issue could be repaired in 2 hours for a 5th of the cost. Unbelievable. iStore is a *******, they are useless, their processes are pathetic and it is just the worst customer experience that you will have as a consumer. Rather go to WeFix. Their parts are legit, their service is a million times better, and your waiting time is hours as opposed to days. If i had initially gone to WeFix, i would have had my phone repaired on the same day for a fraction of the cost. I would have saved so much time, money and i would have been a lot less frustrated. iStore SUCKS!!!!!