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2029 Views 9 Replies Latest reply: Jan 21, 2013 8:28 PM by Meg St._Clair RSS Branched to a new discussion.
AndreaApple Calculating status...
Currently Being Moderated
May 11, 2011 5:54 PM



I recently came across many phone problems with the Apple iPhone. In short, my phone speaker was not working so I could not hear people on the other side and the screen touch pad did not respond, not to mention the phone constantly cutting out.


I made a booking online as their phone operator services are unable to assist you with a booking. As directed, I proceeded to book into an apple store.


I made the appointment with Castle Hill (Castle Towers) Apple store. I booked in for a certain time, however, I waited 20mins longer than my appointment time. Please note the technitian that I was served by in store was lovely, however failed to check if the "NEW" replacement phone that I was given was working properly.


After the hour drive home, I realised that I was yet again faced with ANOTHER faulty apple product. I proceeded to call the customer support, who was unable to assist with the product.


I then went on to call the Castle Hill store. I questioned the operator Kristina, why the iphone was faulty and if the iphone was infact a new handset as I was told. She then proceeded to reply that the iphone I received was NEW, however was made from recyclable materials. Recycling is infact using old materials. Kristina was very blunt and was not willing to assist with my phone enquiries. She did not direct me to an alternative contact or a resolution.


Along with Castle Hill Apple Store's poor customer service I am left with another long 1 hour journy to the nearest store in order for the issue to be resoved. And the question is, will this be resolved? I am thinking no from past experience with their so called "New replacement Phones".


After several phone calls, hour long drives, poor products and poor customer service, I am left thinking Apple is in need of an immediate overview.


I strongly reccomend that any users with iphone problems, do not choose Castle Towers as a point of contact as you will come across poor customer service like Kristina posessed. Not only does this add the the poor quality of the product it also puts a bad name on to the Apple brand.

iPhone 4
  • gdgmacguy Level 6 Level 6 (18,405 points)
    Currently Being Moderated
    May 11, 2011 6:28 PM (in response to AndreaApple)

    Per Apple policy, exchanges under warranty will likely be with a refurbished phone (NOT recyclable).

  • roaminggnome Level 10 Level 10 (89,290 points)
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    May 11, 2011 9:52 PM (in response to AndreaApple)

    The Apple staff nor you should be able to tell the difference.


    The service units come in a different box.  There is no way they would know if it was new or refurb.

  • adairace7 Calculating status...
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    May 11, 2011 10:13 PM (in response to AndreaApple)

    Do you think that they would honestly staff technicians to answer phones?  That's why they have AppleCare which is their over the phone technical support.  That's your option.


    I think a lot of people who come on here to complain simply can never be satisfied.  If you purchase a Droid, where do you take it if it isn't working properly?  Do you get a replacement phone on the spot or do you have to deal with sending it in, waiting on a replacement, etc?


    Apple's customer service is pretty stellar from my many trips to the store for sales as well as technical support.  If they had poor customer service across the board, would they be doing as well as they are?  Doubtful.


    Perhaps the iPhone just isn't for you.  I'd say get a Droid, hope nothing ever goes wrong with it, and if it does you'll come back to the services offered by Apple.

  • chrisfromshrewsbury Calculating status...
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    Jul 21, 2011 2:32 AM (in response to adairace7)

    I disagree with what you have said.


    I think Apple actually have very poor service. I bought an ipad 2 BRAND NEW and found a dent on it that was clearly something that happened where it was manufactured, I say this as the box I bought it in was sealed. I contacted apples customer service who shrugged it off down the phone and pretty much blamed me for it. I then had to write a letter to apple and I had another customer service rep contact me and say he would contact me via e-mail and return phone calls. More specifically I was told I would be contacted the next day.


    It has now been almost three weeks and I have sent three e-mails asking what is going on and still heard nothing.


    I bought the iPad as an e-reader for comics to replace my iPhone 3GS (which I was using to read comics on) that started to switch itself off when I was in the middle of phone calls with other people. This began after apple updated the software to the IOS 4. It is also a common complaint for slot of 3GS users that have had their handset made redundant due to this error. I replaced my phone with an android one and bought an iPad 2 to be an e-reader.


    It is now almost two months old and my iPad 2 has already started to show signs of screen bleed, again another common complaint.


    Apple customer service from my experience and from the experiences my other friends have had with them can be either fantastic or pretty **** terrible. I think turning around and telling someone they are simply a moaner isn't the most sensible response. Of course that is your opinion and you are welcome to it but that shouldn't detract from the initial post where someone has had terrible customer service

  • Melvinhyper Calculating status...
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    May 11, 2012 2:42 AM (in response to AndreaApple)

    I hate the service from Apple, you get mucked around by the staff in Singopore until the unit is out of warranty.

    You then get told after spending $6,500 on a MacBook Pro that we wil give you 20% discount off your new product........ What a joke! Come on Apple support your faulty products

  • Meg St._Clair Level 8 Level 8 (37,520 points)
    Currently Being Moderated
    May 11, 2012 5:01 AM (in response to AndreaApple)

    This is a user-to-user technical support forum. No one here would be able to help you resolve your issue with the store and really, it's not the appropriate venue. If you believe that you did not receive the service you should have in the store, you should discuss it with the Store Manager. If the manager fails to address your issues, escalate the issue to the district or regional manager.


    Best of luck.

  • withjosh Calculating status...
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    Jan 21, 2013 2:25 PM (in response to AndreaApple)

    I would just like to express how irritating it is that the rep or "genius" that assisted me this afternoon wasn't willing to take the time to look at my phone and it's specific issue and instead prompted an reset to default settings. As it asked for my password he asked me to put the password in. Before doing so I asked him what was going to change when we did this, he assured me that nothing would be deleted, when I asked him what settings I would have to put back in place to get it to the way I have it now, he said, and I quote..."only the wifi password."

    First of all how would he know this was true without seeing what settings were going to be changed.

    Second, of course it was not true, as soon as my phone came up, the background picture was a default...he then said..."uh, oh yeah...also the background picture will go to default."

    I asked him if he hoped that resetting my defaults would correct the issue I had come it with. He said that he did not believe that it would correct it. I asked him why he did it then, and he didn't give me an answer, just moved on. As it turns, out I am having to discover all kinds of things that this little genius' automatic check the block action of "reset" did and try to configure my phone back to functional. Unacceptable. The solution is spending just a little more time and care with the person who has spent the money to have this service provided in that manner.

    Apple support has not been what I would call "service" recently. I have called in and spoken with customer support and have been told completely wrong they cannot help me with a Apple Numbers App issue because it was a third party app. I said it was an Apple app, and that it said so on iTunes, she said I was wrong and needed to contact the makes or the Apple Numbers App...I laughed and said I did, it's you guys. She then asked if there was anything else she could help me with.

    Apple has definitely lost my excitement and enthusiasm. Get it sorted out guys. 

  • Meg St._Clair Level 8 Level 8 (37,520 points)
    Currently Being Moderated
    Jan 21, 2013 8:28 PM (in response to withjosh)

    This is a user-to-user technical support forum. No one here would be able to help you resolve your issue with the store and really, it's not the appropriate venue. If you believe that you did not receive the service you should have in the store, you should discuss it with the Store Manager. If the manager fails to address your issues, escalate the issue to the district or regional manager.


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