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Apple store Marbella

688 Views 7 Replies Latest reply: Jan 16, 2013 4:01 PM by deggie RSS
Val2828 Calculating status...
Currently Being Moderated
Jan 16, 2013 11:18 AM

Purchased iPhone 5 in November.  Immediate connection problems with wifi - need to be within 4 metres of router to search or connect to wifi.  Nearest apple store 40kms away in Marbella and today was first time since purchase that I was able to visit the store.  Arrived at store at midday and spoke to assistant who checked the phone and said it was faulty.  He said I need to book appointment to have it checked again.  Sent to another assistant to be told there was no appointments until the next day which was impossible as I would be unable to visit the store again for at least another 6 weeks.  Asked if I could wait for a cancellation today but was told that every appointment would be attended (at 10 minute intervals).  I was completely unaware that if I was in receipt of a faulty product I needed to book an appointment to rectify their problem and upon explaining this to the assistant, he laughed and said it was my problem and not his.  Requested the manager, who witnessed the assistant laughing at the problem again, only to be told they would not deal with the issue without an appointment.  Am I crazy in thinking that if I made a complaint about a faulty product in any other store in the world, I would have to make an appointment to have it exchanged or repaired. If I had a technical issue or had broken the phone myself, I would understand the system but to receive a manufacturers faulty product and refused an explanation, is farcical.  Needless to say I left the store and now seem destined to have a £500 iPhone 5 with almost no wifi connectivity.  Is this normal Apple service?

iPhone 5
  • deggie Level 8 Level 8 (44,840 points)
    Currently Being Moderated
    Jan 16, 2013 2:06 PM (in response to Val2828)

    It is normal to have to make a Genius Bar appointment at an Apple Store to receive service. The Genius Bar employees can tell from their computers and iPads the number of people ahead of you and the likely percentage of cancellations. They obviously knew they would not be able to complete your service without telling someone later in the day, who made an appointment, that they would not be able to help them that day.


    How would you feel if you had made an appointment and were turned away?


    You could send it in to Apple in the meantime rather than wait six weeks.


    And this is now pretty standard for all repair services.

  • deggie Level 8 Level 8 (44,840 points)
    Currently Being Moderated
    Jan 16, 2013 3:15 PM (in response to Val2828)

    You asked if it was normal and I responded.


    Not going to respond further to someone who equates returning a track suit to Abercrombie and Fitch to getting service on their iPhone. No point in it.

  • deggie Level 8 Level 8 (44,840 points)
    Currently Being Moderated
    Jan 16, 2013 3:28 PM (in response to Val2828)

    Just to be clear, no one participating here, other than the moderators, work for Apple.


    I suggest next time you buy your iPhone from a company with higher rated customer service than Apple.

  • deggie Level 8 Level 8 (44,840 points)
    Currently Being Moderated
    Jan 16, 2013 4:01 PM (in response to Val2828)

    I'm retired, I have no interest in working. Predicting workload, client cancellaions, voter turnout, sales demand, calls for police service by area, etc, etc., etc., is not clairvoyance, it is statistical formulas that are used in airlines, businesses, retail, airlines, train services, bus lines, etc.


    If you decide to switch I believe that HTC has the second highest rating for customer service for small electronics, Samsung 3rd, Nokia 4th. But you should do your own research, which you failed to do when taking your iPhone for service. Before driving 40kms for any kind of appointment I would have called first.


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