Apple Line (aka Tradeline) Egypt are the pits

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When I was in England in August 2009, I finally managed to save up and buy a macbook and ipod touch, which I was wanting to buy for ages. Although I have been impressed with the macbook, I cannot say the same with my ipod touch. Officially the battery on my ipod should last for 28 hours continues play for music only. However since I have had the ipod touch, it only lasts for maximum 6 hours. I rang Apple support in England to find out what I could do few months ago. Apple support UK gave me a few numbers to contact in Egypt.

On top of the list was Apple Line (Trade Line). I rang Apple Line and I was informed that I have to take my ipod touch to their Mohandesin branch to be fixed. So I managed to go all the way from New Cairo to Mohandesin, only to be told that there is nothing wrong with the ipod touch although it only plays maximum 6 hours of music. I was then told to contact Apple Line HQ in Down Town at Kasr Al Aini St. I rang the HQ of Apple Line and one of the first things I was informed by Mr Alaa Yassin (Support Supervisor) was that I should try another service center (It seemed like, OMG I have to work, please try another place before you come to me). I had started the procedure with Apple Line, so I insisted that I wish to stay with Apple Line. Mr Yassin then informed me that I have to pay 75% of the related charges in-order for them to fix the problem. This does not make sense as I am not one that broke the ipod touch; It was a manufacture fault. Anyhow, I was not happy so I contacted Apple support UK and they insisted that my ipod touch is covered by the global warranty and if the ipod touch has been checked by one of the engineers then Apple Line should replace without charge. I was annoyed to hear this, so I went to Apple Line HQ. What did I find there? OMG. 12 people cramped in a small room which was dirty and needed some TLC. I spoke to Mr Alaa Yassin. He reassured me that this is the policy and every other service center in Egypt has the same policy. I asked Mr Yassin to provide the list of other service centers in Cairo. He did and I rang. What do you think happened? I rang iSHOP and explained the whole situation and they agreed that it should be replaced without charge. I went back up to speak to Mr Yassin. He denied that this is the case and instead of owning up, he calls his boss Mr Mohammaed Ahmed (Manager of Support for Apple Line Egypt). Here is how the conversation between me and Mr Ahmed went.

Mr Ahmed: What you want?

Me: I want my ipod touch to be fixed.

Mr Ahmed: We don’t fix it.

Me: But it is covered under the global warranty and I have contacted the UK for…

Mr Ahmed: I don’t care. You can complain. I have spoken to Apple UK.

Me: Do you have a reference number when you spoke to Apple UK.

Mr Ahmed: I did not speak to them.

Me: But you just said you spoke to Apple UK.

Mr Amed: I did not speak to them, I sent them an email.

Me: Ok do you have reference number related to that.

Mr Ahmed: No because Alaa Yassain has sent you all the information.

Me: So you have no proof you have spoken, or emailed Apple UK and you are not willing to help me.


Me: Thank you for wasting my time.

Mr Ahmed: Thank you and no problem.

Well I was annoyed so the only thing I could do was to go to ISHOP in Zamalek. They took my receipt and my case number from the UK support and said they will contact Apple and will get back to me shortly. This is what should have happened with Apple Line.


Why do people lie so much here in Egypt? Why do they not want to work? What is it? Are they lazy? Is it a language issue? Please help me understand.



10 thoughts on “Apple Line (aka Tradeline) Egypt are the pits

    Jasmine said:
    February 27, 2010 at 4:10 AM

    Tell me about it! I couldn’t find a number for Apple in Egypt, so I took my ipod classic to Radio Shack in Dokki and they told me that it “died a natural death” and can’t be fixed.. I think it is laziness!

      wasapnin said:
      February 27, 2010 at 10:35 AM

      Well if you want the list of all the Apple service centers in Egypt, I can provide. I can’t believe there is no concept of customer service here in Egypt. It is as simple as, if the person does not want to work, there is nothing you can do about it. In some cases, friends have told me you really have to praises them before they even start working. ERRGGHHHHHH
      Just really frustrated 🙂

    Ahmed Nabil said:
    March 24, 2010 at 7:51 PM

    Dear wasapnin,

    This is very funny. I am very sorry to know that this happened to you, but I must admit it made laugh 🙂

      wasapnin said:
      March 27, 2010 at 3:43 PM

      Thank you Ahmed 🙂 I am glad it made you laugh. I suppose after the experience you gotta look on the bright side of things and just take things as they come your way 🙂

    globalnomad said:
    June 13, 2010 at 6:30 PM

    It’s a true shame but this is Egypt. This country could have been 100x better than Dubai. It has land, sun, beaches, resources and labor. But it’s the labor that is killing this country. People are too lazy to work. not loyal to any company. and too many thieves! this country will never get anywhere unless the people change!

      wasapnin said:
      June 18, 2010 at 2:57 PM

      I would add that it is about having decency in the surroundings that we live in. I would not do that anywhere in the world. The amount of people I see piss on the streets in Egypt is unparalleled to none. This is such a shame.

    zeyad said:
    June 27, 2010 at 12:23 AM

    and did it finally work , did they fix it ?

      wasapnin said:
      June 27, 2010 at 10:32 AM

      No they did not Zeyad. I am well gutted. Will have to take it back to UK when i go this summer and complain. The international warranty is really rubbish.

    Youngi said:
    October 20, 2010 at 1:15 AM

    That is so true. When I got a new ipod G5 4 years ago from KSA, i got some troubles getting it to turn off. So I called apple line and they said what warranty r u talking about, if u didnt buy it from us then we dont know u. They said i have to pay full charge and an initial checkup fees. Good thing the issue was fixed by itself.

    Khaled said:
    December 26, 2012 at 2:09 PM

    I am really sorry to hear your story. Honestly I am facing the same situation now and I don’t know what to do. I thought to email apple to complain about TradeLine but I could not find an proper email for this purpose. The screen of my iPhone 4s broke and there is no spare parts since over a month !!!

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