Cellucity Winelands

Suggested Google Review Rewrite

I’m honestly not sure if I visited the same Cellucity as everyone else, because my experience has been extremely poor.

I’ve been trying to get the battery replaced on my Apple iPhone 13 Pro Max for about five weeks now, and the process has been nothing but delays and excuses.

Initially, I was told the battery had to be ordered, which was understandable. However, after that I checked in multiple times (at least three visits) over the following weeks and received no communication from the store to confirm whether the battery had arrived — despite specifically asking them to notify me when it did.

When I eventually went back again (still without any communication from them), I was told they couldn’t do the replacement because their laptop was faulty. I was again asked to wait until it was resolved and told they would inform me when everything was working again. Once again, no communication — I had to go back to the store myself to find out the laptop had in fact been fixed.

I raised the issue with the store manager, but nothing changed. I then contacted head office about the lack of service and communication, and was advised to return the next day to have the battery replaced.

When I arrived, I was told my phone had to be put into service mode and I would have to wait an hour due to the security delay — something that could easily have been avoided if the store had simply told me to do it beforehand. After waiting the hour and returning, the technician informed me that replacing the battery might break the screen. I agreed to proceed on the understanding that if that happened, the store would be responsible for replacing it.

However, the process still didn’t happen. I was then told the required software had not downloaded. After another 20 minutes of waiting, I was informed that the technician couldn’t log into the system and needed to call head office for the login details.

At that point I asked the technician to contact me once everything was sorted out so the battery replacement could finally be done.

Today marks another week with zero communication.

This has been an incredibly frustrating experience. The service levels, communication, and management at this store have been extremely disappointing. I was actually excited when this branch opened because I hoped it would mean I wouldn’t have to go to the iStore for basic support like a battery replacement.

Unfortunately, given this experience, it seems that’s exactly what I’ll have to do.