Two Defective iPhone 16 Pro Max Devices in One Month – Appalling Service at iStore Canal Walk

I am appalled by my experience at iStore Canal Walk. I want to bring to your attention the ongoing issues with the iPhone 16 Pro Max devices and, even more concerning, the unacceptable after-sales service at your store. My recent interactions with store management have been frustrating, dismissive, and highly disruptive to my business, as these devices are tied to business contracts. This matter requires your immediate attention.

1. Device Issues Overview 1. First iPhone 16 Pro Max – The device experienced battery failure within 24 hours of purchase. Despite being replaced, I was not provided with a detailed diagnostic report, leaving me with unanswered concerns about the device’s reliability. 2. Second iPhone 16 Pro Max – The USB-C port malfunctioned, and the device overheated, rendering it unable to charge via cable during international travel. 2. Dismissive and Unprofessional Management My attempts to resolve these issues in-store were met with a dismissive attitude from technical support and store management. I must ask—is this how all your customers are treated? • The store manager displayed an unhelpful and indifferent attitude, making no effort to assist in resolving the issue. Instead of engaging in meaningful problem-solving, the manager was uninterested, condescending, and unwilling to listen. • When presented with the second faulty device, the manager refused to book it in for a diagnostic assessment, instead citing the charger as a factor. He claimed that Apple required them to test it, yet no alternative solutions were provided. Instead of taking responsibility and adhering to appropriate customer service protocols, my concerns were dismissed outright, and the blame was shifted onto me—as if I was merely attempting to obtain another new device. • Blaming a customer for faulty devices is a new low for iStore South Africa’s reputation. This directly contradicts Apple’s own mission and vision statements: o Mission Statement: "To bring the best user experience to customers through innovative hardware, software, and services." o Vision Statement: "To make the best products on earth and to leave the world better than we found it." However, my experience has proven otherwise. This situation reflects a serious lack of accountability, professionalism, and ethical responsibility.

3. Violation of Consumer Rights I was forced to make multiple trips to return your defective devices, only to be met with the unreasonable request to provide an Apple-approved charging device—which was not included with the product but is already in use for my multiple Apple devices. This wasted billable hours for my business. As a small business owner, I cannot afford to lose money due to iStore’s negligence. Furthermore, this experience is a direct violation of the Consumer Protection Act (CPA), which guarantees customers the right to recourse when purchasing defective products. Instead of honoring this legal obligation, the store manager prioritized protecting the business over ethical and legal consumer rights.

4. Questioning Customer Integrity and Ethics The way this matter was handled undermined my trust in iStore South Africa and Apple as brands, which I have supported for years. The lack of cooperation and accountability has significantly disrupted my business, causing a loss of productivity and potential revenue.

5. Final Decision and Expectations As a result of these experiences, I will never purchase from iStore again and will actively discourage others from doing so. Your values statement—"iStore offers the best possible Apple experience through expert advice and a wide range of exclusive services that ensure you get the most out of your Apple products for your personal, business, and education purchases and upgrades."—is meaningless. My experience proves that these words are nothing more than a marketing gimmick. Selling defective products and refusing to provide proper after-sales support speaks volumes about iStore’s lack of commitment to customer service. I was ultimately forced to take my faulty device to DigiCape Service Centre, an external Apple-authorized repair center, because iStore staff refused to assist me—at my own cost. DigiCape successfully diagnosed the issue, ordered the necessary parts, and is willing to repair the device—something iStore should have done from the beginning.

6. Demands for Immediate Action 3. A formal apology for the poor service at iStore Canal Walk. 4. A detailed diagnostic report on the first faulty device. 5. A review of store management’s conduct and an improvement in service quality. I will also be sharing a detailed account of my experience on social media and filing a formal complaint with the Ombudsman and Consumer Protector for violating my rights to recourse.

I expect your immediate response and corrective action.