Former Starehe Member of Parliament Charles Njagua, better known as Jaguar, has pledged to hire a new customer service team after his company, iPhone Street Kenya, was accused of selling refurbished iPhone products disguised as brand-new devices.
The company, which is located along Kenyatta Avenue, Nairobi, was also alleged to have hired high-profile influencers and celebrities to target unsuspecting consumers.
In a statement, Jaguar took full responsibility for the matter and acknowledged that his team would rectify the issue.
"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 on what happened," he assured.
"I commit to put in place a new customer service team for clear product information and dispute resolution to mitigate any issues moving forward."
The company also released a statement on the matter and promised to set up a dedicated hotline to respond swiftly to customer complaints and concerns.
"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," the statement read in part.
"As a company grows, it can only be measured by the ability to accept criticism, both positive and negative. We've contacted the affected clients to come up with the best solution that guarantees their satisfaction," Jaguar added.
The company also addressed the concerns regarding remote locking software placed on the iPhones to prevent users who default in payments from using the device. They said that the software aims at protecting the customer and the 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."
Jaguar has shied from the limelight following the 2022 General Election, where he lost his bid to retain the Starehe MP seat.
In March 2023, he was later nominated by President William Ruto as Chief Administrative Secretary (CAS) in the Sports docket. Following the nomination, the positions were, however, ruled unconstitutional by the High Court.
