Kenyan Shop Response To Claims Of Selling Substandard iPhones Backfires

iPhone Street Kenya, an iPhone shop which has been attracting backlash on social media for various reasons, issued a statement on Monday, October 2 in response to claims that it was selling substandard iPhones from Apple and being unresponsive to clients who raise issues with the gadgets.

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.

Here is the video:

@lordhezion Due to public demand. Where else have you lost money buying tech? If it has "street" next to it, AVOID. #CapCut #kenyantiktok #lordhezion #relatable #fyp #tiktokkenya @Hez ♬ original sound - Hez

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.

However, Kenyans on X (formerly Twitter) were less than pleased with their response, some claiming that their statement was not genuine and could have been generated by Artificial Intelligence (AI) platforms such as ChatGPT.

"An apology must have an admission of burden, a rationale of what went wrong, an expression of remorse, an offer of restoration, a tenet of repentance, and a plea for forgiveness," Conrad Kulo argued.

iPhone Street Kenya has been at the forefront of social media after spending on big influencers and 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'.

Selling refurbished iPhones is not relatively the wrong thing. Some online platforms that do so sell the devices at relatively cheaper prices than new ones which saves Kenyans money.

The issue however is allegedly selling refurbished iPhones as new ones as this flouts the transparency about the condition and history of the product which can damage customer trust in retailers.

How to Check if an iPhone is Refurbished

1. Find Your iPhone’s Model Number: Open the Settings app and navigate to General > About. Once you tap on About, you’ll be presented with a list of important information about the iPhone, including the device’s name, its software version, and a model number.
2. Check the First Letter of the Model Number: If the model number starts with “M”, it was purchased new from Apple. If the model number starts with “F”, it was refurbished by Apple or a carrier.

The saga surrounding iPhone Street Kenya, which terms itself as a certified dealer for Apple products such as iPhones, iPads and MacBooks, comes amidst the government's plans to implement a Blank Tape Levy which risks pushing up the cost of mobile phones imported from foreign manufacturers.