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.
Mr Ahmed: NO WE ARE NOT WILLING TO HELP YOU. YOU CAN COMPLAIN AND HERE IS MY NAME.
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.