Jaguar Acts After His Phone Company Accused Of Selling Substandard iPhones
The company, which is located along Kenyatta Avenue, Nairobi, was also criticised for spending on big influencers and celebrities as well as conducting infamous iPhone giveaways
Marvin Chege 
Former Starehe Member of Parliament Charles Njagua, better known as Jaguar, vowed to Kenyans that he would hire a new customer service team at his company, iPhone Street Kenya, which was put on the spot this week over claims that it was selling substandard iPhones from Apple and being unresponsive to clients who raise issues with the gadgets.
The company, which is located along Kenyatta Avenue, Nairobi, was also criticised for spending on big influencers and celebrities as well as conducting infamous iPhone giveaways, one of them seeing them change decisions on winners of the giveaways on multiple occasions, giving various reasons users termed as 'vague'.
In a statement, Jaguar, who was well-known for songs such as Kipepeo, Kioo, Huu Mwaka among others, acknowledged the gravity of the matter and took full responsibility, promising swift action to prevent a repeat of the same.
A photo of Apple showcasing their latest iPhone 15 models. /APPLE
"As the director of iPhone Street Kenya, it is quite unfortunate that some of our clients have experienced dissatisfaction. I have taken a personal initiative and take full responsibility for what happened.
"I commit to putting in place a new customer service team for clear product information and dispute resolution to mitigate any issues moving forward," Jaguar stated on Wednesday, October 4.
A video surfaced online showing a TikTok user calling out the store, which is reportedly endorsed by multiple Kenyan celebrities, for allegedly selling to him a refurbished iPhone 13.
In the clip which went viral, the user, Lordhezion, complained that the smartphone gadget he had purchased from the retailer was experiencing rapid battery drain, prompting him to investigate the matter further.
Upon inspection, he discovered that his device was originally sold by Apple as a Product Red device. However, it appeared that his phone had been refurbished and sold to him in a new body, Starlight.
To make matters worse, upon inquiry, Lordhezion was astounded to discover that the retailer was avoiding questions he posed regarding the condition of the phone and only responding to a sales query.
The TikToker's sentiments triggered widespread uproar on social media and led to users turning against the retailer before it issued a statement on Monday admitting one of its greatest mistakes.
"First of all, let us begin by acknowledging a shortfall on our part. We realize that we haven't set up a proper dedicated customer service and support centre that can serve the rising number of clients, and for that, we're truly sorry. It's an oversight we take full responsibility for," iPhone Street Kenya stated in part.
iPhone Street further reiterated its commitment to offering its customers a variety of iPhones, including new, refurbished, and used models, expressing pride in its commitment to transparency, ensuring that they have all the information they need about the condition of each device through detailed product descriptions.
"We've also made it a point to provide payment plans to make our iPhones accessible to a wider audience. Our decision to include software for remote locking in case of payment defaults has always been to protect both you and our business.
"We understand that misunderstandings can happen, and we want to assure you that we offer a variety of iPhone options to cater to different preferences and budgets. Our core mission is to provide quality devices and services while being transparent and fair in all our dealings," added the statement.
Responding to the recent concerns, iPhone Street revealed that it was taking swift action, revealing that it was in the process of setting up a dedicated hotline to ensure that its customers' future interactions with them are quicker and more efficient.
"Our team is working diligently to implement these changes and enhance our customer support infrastructure. Moreover, we're reaching out to you directly, our wonderful customers, to better understand how we can ensure your satisfaction.
"Your needs have always been our top priority, and we're wholeheartedly committed to finding more solutions that align with your expectations. As a company grows, it can only be measured by the ability to accept criticism both positive and negative," added the statement.
The retailer added that it contacted the affected clients to come up with the best solution that guarantees their satisfaction.
