A simple Question: Are you happy with the Waterfront Apple iStore? Have they offered you excellent service or do you call Waterfront iStore #Fail?
Please comment bellow and tell your story, good or bad, about the Waterfront iStore.
I am sure Apple can improve the service of the V&A Waterfront iStore. i <3 Apple just not the Apple iStore at the V&A Waterfront. Thank you TED, Google and AMD for my beautiful Macbook Pro. Apparently the staff at the iStore thought Your Web AddiCT stole it somewhere. Really, can you say stereo_type?
How was your experience?
Have you read these yet?
Win an Apple TV by designing the SA blog awards logo.
MacBook Pro fit for a TED fellow
RJ van Spaandonk, Core Group
How to control Powerpoint with Apple Remote
Digicape & Project 3 join forces
Firstly, I switched to Mac over a year ago… I <3 Mac.
…But.. I hate Apple iStore at the V&A waterfront in Cape Town.
They are *so-not* representative of the Apple brand.
I dealt with them 3 times on support or purchase issues in the past 12 months…and each time they were plain pathetic.
And, not only did they treat me badly – while I was in the Apple store WAITING to be serviced (while they goofed around with each other)…I saw the sales people and (even) managers ignore or talk down to other customers as well.
I’ve heard similar complaints from other Mac users as well… (…the lousy service @ iStore V&A is a great conversation starter with other CPT Mac users at coffee shops btw.)
Apple iStore V&A Waterfront really need a serious wake up call.
When i went to the Apple istore and was having a look at one of the macbooks I was told I may not test it. What happen to touch, feel and experience the Apple products? They treated me like crap.
Could this be the rotten apple… iStore?
Guys, guys, you clearly have not dealt much with the Core Group who is the sole distributors of Apple in ZA. What both you guys said here sounds like a dead ringer to describing Core. Could it be that snotty behaviour towards customers is a requirement of Core? Maybe iStore is owned by Core? Or maybe, Core trained all iStore staff? There are some really on-the-ball resellers out there like C3 in Cresta, but sadly, the sickness of Apple starts at its “Core”
The iStore Waterfront has a very high staff turnover resulting in new staff leaving before they are properly trained or experienced. They therefore have to be replaced by new staff who still need to be trained, and the cycle continues.
There are however some very helpful, knowledgeable people working at the iStore and I have never had a bad experience. I get excellent service every time I go there.
Yea – must admit to not having great experiences there.
On the one hand they HAVE fixed both problems I went there with (including ordering an expensive part from overseas under warranty)
But it felt like pulling teeth. Lots of stressed customers, lots of goofy kids wandering around in Apple T-shirts, nobody really taking charge.
Sorry guys – I want to love you – but you’re making it hard…
When I took my earphones into to be fixed they were extremely professional and helpful, the service was amazing!
However when I went to check up to see if they were done (still hadnt received a call after a over a week..), the woman was so rude, not only to me, but completely dismissive to a tourist who was clearly extremely eager to purchase an AirBook! There must have been at least 20 possible clients looking around, and yet the 3 people on shift were talking to each other and be so unhelpful..
Yet when they did call me and I went to fetch my earphones they were really good and professional to deal with.. clearly they need to be more consistent in their service..!
So glad you raised this. I had one of my worst EVER service experiences with the Apple iStore at the Waterfront:
I went in at 9:00am to catch them as they opened. I had a presentation to give at 1pm and needed a new AV adapter for it. They were milling around inside while I waited outside, all the surrounding stores had opened on time, but not the Apple iStore.
When they finally opened the store, 20mins late, I asked for the cable. The assistant had a look at a locked cabinet from the outside, and informed me that there weren’t any in there – they needed to go get one from “upstairs” (their storeroom I presume). I was told that this would take 15 – 20mins.
45mins later, hanging around the store and still no cable. I asked what was happening. The manager who was supposed to be helping me said she “forgot” (despite seeing me there the whole time). She told me to wait another 15mins.
Long story short – I eventually ended up leaving my number with them while I went to get a coffee and do a bit of prep for my talk.
2 hours later I returned back, no call yet. She said the cable wasn’t “upstairs” (so why no call!?), but she’d have another look in the cabinet “in-case” it was there.
Lo and behold, the cable I needed was in the cabinet the whole time – they just hadn’t bothered to look properly!
I am glad that you wrote about this and I agree wholeheartedly with S Gray saying that the V&A iStore is not representative of Apple.
I have walked into Apple stores all over the world (New York, Palo Alto, London to name but a few) and the level of know-how and professionalism I experienced was amazing. The ability to use any product in the store is the hallmark of the apple merchandising experience.
In stark contrast, I went into the V&A iStore to find out about a optical audio cable for the Mac mini (which is becoming most popularly used as media centre) only to be asked what an optical audio cable was, and then to be told that such an input does not exist on a Mac mini. I was adamant that one existed and had to log into the APple website and pull up the specs of the product to show the sales attendant. Even the resident “Apple Expert” did not know about this.
Ive often walked into the store to browser and asked questions, and found that none of the sales attendants know whats going on, and MOST IMPORTANTLY are not passionate about the product that they are SELLING! Again if there is anything one can say about Mac users, is that they are like zealots when it comes to using Apple.
I must say that my organisation has often bought from Project 3 in Claremont and so far that store has given us no issues. Even when we have had to send Macbooks back for repairs.
I have to disagree with you guys. They do have a few employees who are passionate about ze Apple product.
I’ve never had a problem with zem guys; they’re always happy to help me. Even though I’ve never bought from zis new store, only from ze old one.
But John et al, it is possible that I’m the exception; it must be ze cleavage. Complain to Apple. Blog more about it. Someone, somewhere will notice. Or be forced to.
Rafiq, next time they do that, ask to speak to their manager. That is not customer service.
When I was still a Green Point resident, I’d go to their store and use their machines to check my mail, do some browsing and facebook. No-one has ever given me hassles.
Speak up and demand better customer service.
Joy-Marie, whats with the French accent ? Vous ne devez pas taper avec un accent français
Yes. Shit service.
Staff seem to find their jobs a little boring and don’t really like to problem solve. I bought a macbook from them last year and software. I had some problems and there service was poor. They don’t know much about apple the company and their products. I love Apple. I rave about it. Pity that that Apple hires ppl and doesnt train them enough to be good brand ambassadors. My staff are soon to be all put on macs and I won’t do my shopping there. Unlucky.
I know the original poster. He’s a fucking weirdo. He’s a drug addict too.
I recently visited the store looking for a few accessories and had to pace through the entire store to try to find what I was looking for while all the “staff” stood around and ignored the fact that I was there.
I usually don’t ask staff if they have specific items unless I’m really desperate but would have appreciated someone to say, “Can I help you?”
I also found the store a little empty, not much available. #Fail in my book, I went and bought a few things from Project 3 in Claremont instead.
Thank you joe blog. I am a Web AddiCT, would you like to take me for a drug test?
with pleasure bring it. I have nothing to hide.
Innovation is sometimes considered weird. What i find weird is that you cannot use your real name in the comments. Some might call you spineless, others not. I cannot comment about your morals or ethics.
If only the real waterfront apple istore people would respond with real names, real email addresses and address the real issue, waterfront apple istore lack luster service.
Again, Thank you for your comment
I went to the iStore at the Waterfront on Saturday for some support (was having an issue synching my Blackberry with my Macbook).
Other than having to make an appointment to come back later – I found the staff very helpful. I didn’t have to wait at all when I walked in for the appointment, and the woman I dealt with was very pleasant and helpful. More importantly the issue was resolved.
Not sure if this is an exception to the norm, but I was perfectly happy by the time I left.
This is not the exception to the norm, at least when I work. Nasheena and I assisted you.
You were the person I helped set up your Blackberry as a modem?
Excellent Dexter. Could you tell me why there was a note with my macbook pro to check if it was stolen then?
I’m not allowed to comment on this incident. All I can say is that we make 100% sure that machines are not stolen when they are booked in.
I ordered a DVI to S-cable adapter to link up my tv set. Digicape got it in 2 weeks, After 2.5 months I get a phonecall from the iStore, saying they have it in stock now. Absolutely ridiculous. Digicape by far! They have been around before the Apple boom (Before the iPod) helping designers and creatives servicing their machines and maintaining the Apple brand image with an edge.
Big up Digicape, iStore, get some Apple quality service, please. It embarrasses the Apple brand forsure!
Wouter
Any other place to go for Apple stuff than iStore or digicape? I’ll need the new LED cinema displays as soon as they’re available…
Well I thought they were great. Live in Mossel Bay. The Apple helpdesk Joburg gave me wrong info so my mac was totally messed up. Phoned i store CT. The same afternoon my mac was fetched by a koerier, everything was fixed and it was brought back and all service of Apple. The service could’nt have been better.
Well, I am happy with the service I have received so far from iStore waterfront. Maybe I am all enthusiastic when I get there, but I’m never disappointed. The only thing that I will be delighted to see improved, the accessories. I love to pimp my machine but there are a few things in stock to choose from.
But in any case, I love the service
fortunately apple makes amazing products that speak for themselves, because if it was up to the service at the apple store at the v&a waterfront, apple would be out of buisness. its impossible to get an employee to pay attention to you. they never pick up their phone, so you can’t ask a question without driving down. i almost bought a new macbook, but due to the littany of requirements to get the student discount, i gave up. to be fair, i have found two of their employees to be relatively knowledgeable and very courteous, but its just such a pain in the butt to do anything there that i can imagine people tentative about switching to mac to be immediately turned off. that being said, switch to mac anyways! don’t let this place deter you, apple is so great you won’t need their help.
I sent my one of my high end cameras into Sony for repairs. The very first thing they do at the front desk is scan the serial number and check if it’s registered as stolen against a global database.
It is normal for companies to check high end goods.
What a kak store – they never have any REAL accessories and they are always out of stock of whatever you need. Also, the staff are a pathetic bunch of acid-induced morons. I had a frustrating ordeal with a nitwit who had no idea as to how to go about using touch screen dropdown menus is his web browser on the macbook. I hate this store. It sucks.
I had amazing service at the iStore Waterfront a few days ago. The staff are professional and they sorted out the issue I had with my Macbook in no time.
Thanks!
Chrostmas 2008 and I want an iMac. Go to Digicape. Get the full spec. Take a luch break to decide/mull it over…get back to Digicape and they are sold out on the 24″. Phone iStore. they have 1 avaiable and I bought it. Service great up to this point.
My wife walks into the store a few days later, just to get some idea of how Mac software works when compared to Windows Explorer. The attitude the sales lady had was shocking! “Sorry you’ve got to book a training session. What is Explorer? I don’t know Windows.” They had 1 other customer in the store. I just spent R25k with you and you expect me to accept your service?
Oh, last rant…they don;’t answer their bloody phones!
I also spend a tip over R25 000 at iStore menlyn. After almost a year the motherboard of my mac pro failed and i took it back. After a month of waiting, I had to phone them. When I went for the pick-up I asked the rep if he was sure that it was fixed… he said that they tested it a few seconds ago. It turned out they didn’t!! So I went back AGAIN (this was during exams off coarse)… Now tell me that if I want it fixed quicker I should take it to the repair centre myself, so I did… A lot of phone calls (on my bill), and a month and a half later they said I can come fetch my computer. I told them I want it delivered the next morning. They said OK. Next morning comes, no mac delivered. I went and fetched it myself. Luckily it’s sill working now.
1) In my life I have never experienced such bad service.
2) The reps don’t have a clue what goes on inside a computer.
3–and this is almost corrupt. On a 4Gb ram upgrade iStore is an astonishing R10 000 more expensive.
Come on iStore, I mean jeeesh!!
Guys guys guys… please.. you have not experience a pathetic, useless and utterly ridiculous brain sapping experience until you have been to the iStore in Menlyn Park Pretoria.
I have been a Mac user for 15 years… I wish that Steve Jobs could do a tour of South Africa and grab the iStore mangers and personnel at the short and curlies.. he is oblivious to the damage that the brand is suffering from mismanaged staff employment…
Jobs are given away without proper training… maybe we should rather focus on selling the awesome products that to create work for everyone.. the products are great but expensive… so you need qualified sales personnel, friendly service and speedy help to entice potential users to fork out the extra cash.
Dont get me started on the Core group.. I have canceled R250.000.00 worth of purchases just because of useless unintelligent, rude sales persons.. oh.. and this is when or if you get hold of someone that can speak or understand English at all.
To say Im disgusted with any Apple reseller is putting it mildly… Apple should fire them all.. no sorry.. Steve Jobs should send some money and sponsor them all for attitude and brain transplants… all you guys are pathetic… a great brand being slammed down because of mass job creation and total disregard for client service..
Buddy get a life…………makes me wonder if you actually mistreated the guys at the store…..I have purchased quite a bit from them and received really good service ever time…….
istore waterfront have the best staff and best service ive seen in a long time. you guys that are bad mouthing them are idiots coz you cant get anything right with your mac thats why you have to hate on them.
Fail. I could write a really long story of why, but let’s just say I had to keep taking my MacBook back repeatedly for the same issues and even got it back from the workshop once with my machine having not put back together properly – gaps here and there! I found that quite scary. I don’t feel safe leaving my machine there.
I visited the store a few times, looking for hardware. Every time the same answer “you have to wait 6-8 weeks for it” or “try someone else” if you’re looking for a proper mouse pad. The place is like a cul de sac.
I bought 2 very snazzy mighty mouses for R600 each. Less than a year later the the wheels on the inside are all clogged up with dirt and now the scroller doesn’t work anymore, and yes, I wash my hands before i start my 18 hour shift in front of the machine.
My business partner just a bought a PC laptop, to replace the 3 apple powerbooks he had. 2 of them motherboards packed up after a year, and one’s screen cracked. Hey, guess what, both of which is not covered in the warranty or guarantee. His pc is fully covered.
Our landlord just replaced her apple g4 notebook with a new ibook after the motherboard packed up. Some people never learn.
Both my G4′s packed up after 2 years. Maybe SA gets too hot for the machines.
Sorry apple. They look nice, but my Acer of 5 years is running better than ever. For the most advanced operating system as they claim, I would expect the apple to last longer with whatever i do on them, like I do with my laptop, including dropping a few times. Hey, its laptop, you carry it around and things happen.
Justin and Mr Apple, I bet you look nice as well, hence receiving such good service from them. As for the rest of us…
Good luck with your blog!
Firstly Mr Mac…….I priced their Mighty Mouse and the price is R711 not R600, were lou in the right store….. trying washing your desk and not your hands!
There is no retailer that is going to replace a cracked screen! Apple stopped making Ibooks a long time ago….get your facts straight………..
As for looks……buddy really try another excuse!!!
if you read, the mouse was R600 less than a year ago, its called inflation
did you know the mighty mouse’s wheel is on the topside? Must be irritating working with that light in your eyes all the time
thanks for correcting me on the ibook, but with past experience from 4 people in this office, I doubt a name change will give enough reason buy it
I’ve only heard about mac’s with cracked screens… still asking pc notebook owners, no luck yet
i think that compared in general, customer service in cape town is more laid back than anywhere else..hence the frustration if you need something fixed ASAP.
on the other hand, i called iStore to have something returned, was asked to come in and was processed smoothly then was offered a call if the thing i need ever does come in. i received a call less than 2 weeks later and got exactly what i wanted.
maybe Mac PCs just suck in general?
I won’t go into all the gory details, but my feelings about the Apple shop at the Waterfront are pretty ambivalent. I have received good (not excellent) service in the past, but after my last visit I decided that I would not not be spending any more of my money there. I’m hoping that the online za store is more efficient – and better stocked.
What a shocker! Calls never returned, broken promises, no-one answering the phone, cut calls, computer delivered to wrong address … you can bet your bippy I won’t be spending another cent in this store. If anyone can recommend a better Apple retail experience in Cape Town, let me in on the secret?
Bad language . . . that is my usual problem with ALL computer world communication including the APPLE world (and I have been using Macs since 1990!).
They simply cannot communicate the most basic thing in a clear and understandable way. Take the words APPLE RESELLERS . . . it sounds like it is a second hand computer shop. I, here from London at the moment, trying to decide whether to buy a laptop at London’s Regent street shop or to wait till I get back to SA, went onto the site to see what the costs are for comparison. After 1/2 hour of searching and going around in circles I still do not know how much I will pay for a Mac pro 13″ in SA . . . so on an on I go. And we complain and complain and Mac does nothing about its bad language . . .its inability to communicate the most basic and simple things in a clear way!!! All the wonderful speed of the Mac is wasted . . . the time saved all gets used up by unclear language.
I must say too that I have had endless problems with my Mac laptops in the last 4 years . . .and yes, I think they were not designed to take the heat of SA . . . yet users had to pay for the extra heat shields . . .
yeh! I too have had endless motherboard problems. I do think the Macs cannot take SA heat and I had to pay for a heat shield on my last laptop (why did Apple not pay for that???). My Macbook battery was faulty (a whole series were) and they replaced it free of charge. But then it stopped being charged up . . . the charge only went down. I paid nearly R1000 for a part which only TESTED the motherboard . . .i.e. if it did not fix the problem I would have to bear the cost. It did not fix the problem . . yes, my motherboard no longer is able to charge my new battery . .. so now I have a Macbook where I can only charge my battery on other people’s laptops. My DVD player also does not play movies well . . . keeps sticking, while my girlfriend’s steam-driven computer always plays them perfectly. Are we being cheated by this great money-making company. In spite of the fact that they are making great products, I feel they are abusing their riches and failing to provide as much service as clients deserve . . .as many of the problems are Apple’s fault, not the clients, but Apple does not take responsibility.
Was very satisfied with their service. Wanted to return a product and they did it in a flash, no grumpy faces etc!
I stumbled across this site while furiously surfing google in search of the contact details of the iStore Waterfronts owners or management.
I need these details so that I can plead with them to replace every single one of their employees in this store. They should send them all off to apply for a job at Mr Price where they are not responsible for anything more than picking clothes up off the floor and rehanging them.
It makes me ill to think that these guys are paid to daily display absolutely no knowledge for any of the wonderfully crafted Apple products. I have on numerous occasions recieved completely the wrong information on their products for different sales team members only to read up for myself on the Apple site to find completely different information.
My girlfriend just upgraded her macbook to the pro and she had to take it in 3 times because the messed it up the migration each time she went back.
The reason I use Mac is because it saves me time in its efficiency, but the iStore Waterfront team are inefficient and give the Mac product a bad name.
So from now on I will be using Digicape.
Apple employees of the waterfront store have got to be the most uninformed, uneducated and disrepectful people i have ever dealt with. their service is absolutely shocking. i have bought two macbooks, an ipod and an iphone and have been treated with equal stupidity and disintrest each time. after booking an appointment with one of the tech guys, i arrive only to find out he wont be coming in, and they didnt even inform me. if i didnt love Apple products so much, i would never step foot in that store again. actually, i will never purchase something from the waterfront store ever again. i will buy from digicape or go overseas. pathetic
You guys are lucky you got any service at all! I went into the store with the intention of buying a Macbook Pro and accessories. I wondered around for nearly 30 min trying to get someons attention to no avail. It's not that they were busy either, I was one of two people in the shop and the other person wasn't having any better luck. Went to project 3. In and out in 15 minutes with my new laptop – what a pleasure in comparison.
Istore Waterfront Cape Town is the pits! As happy as I am with my Macbook Pro, I was frothing at the mouth yesterday when I booked in my laptop to be upgraded. You walk into the store, and everyone working there tries their damndest NOT to make eyecontact with you. You say to one employee “…excuse me..” and, before I could finish, he firmly stated: “..I'm busy with another client”. A simple “I'll be right with you..” would've sufficed, but no. You ask why there's 3 employees huddled with one client and the answer is: “they are in sales, they don't book in..”! After quite a long while someone at last gave their precious attention to me, only to start searching for the forms to book my laptop with. No forms printed, she had to ask one of the other employees to find it for her on their laptop.
Oh, and the backroom is VERY popular. The one moment there's a lot of employees, the next moment poof! All in the back. No reason given.
Everyone that walks into the store stands around, hoping and praying someone would help them. There's no system there. If they had someone central where all clients can report who they are and the problem, that person can then refer to the correct person, and notify the employee who's next. Geez, it's that simple!
Whoever the mysterious owner of the franchise is, obviously pays no attention to what's going on there. Pathetic.
I called the Waterfront istore recently to enquire about expected delivery dates for the iPad. The response I got was “Sorry sir but we are currently out of stock at the moment.” WTF!!!? After saying that no one has stock yet, the assistant then admitted that she didn't know what I was talking about?
Have been waiting for them to return my call for two days. Really pathetic service. There is an obvious lack of brain power at this branch, I am sure most technical issues probably get relayed to one or two people at the back.
I often visit the Waterfront, tried to compare the iStore to the Mac store in London.
Surprised to find that when visiting the iStore in the Waterfront, they don't have the mat/carpet on the floors to protect your knees when you enter and have to go on your knees, clasp your hands together and do abeyance to the staff for allowing you the wonderful privilege of entering their store.
I have never experience such a load of idiots who represent a company like APPLE…….. but then this is Africa I suppose?
I would recommend Digicape for Mac products, not just because of who they are, but the knowledge base and true interest I have found in the past in their clients and their welfare.
I don't expect APPLE to do anything to the iStore – maybe they just use them as a tex-deduction and don't care about sales and image!
Apple Waterfront has the most arrogant, inexperienced staff. Only one guy in the entire place could answer my most simple questions. Pick n' Pay wouldn't employ them. I've written to Apple California about this store that is destroying their reputation in Cape Town.
Arrogant they are and more….it is very sad that in my experiance I found technology to be astronomically priced in South Africa as to the salaries payed out (unless you own a company) so not every tom dick and harry can afford a laptop,espeacilly a MAC….hense the arrogance off people working at that store,they think being assosiated with the store makes them glamorous,special and above an average joe,although they can't afford to buy their own products,pathetic….ISTORE AT V&A IF YOUR LISTENING: CUSTOMER PAYS YOUR SALARY FOOLS,NOT YOUR OWNER,LEARN THE CUSTOMER SERVICE LINGO,BODY LANGUAGE AND YOUR PRODUCT….U S E IT !! p.s. also overseas owning a Mac is like owning a toothbrush,most people have it…not special ……