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Customer Service in Apple retail stores

221 Views 2 Replies Latest reply: Nov 25, 2013 9:46 AM by J.K. ROFLing RSS
ClaireCID Level 1 Level 1 (0 points)
Currently Being Moderated
Nov 25, 2013 8:28 AM

Does anyone think it is acceptable that The Apple Store in Bath Southgate has just sent me away with 2 faulty products (one a brand new iphone) and told me that I need to make an appointment at their 'genius bar'.

 

In any other store when you spend £600 on a product and take it back because it is faulty, they apologise and replace it....

 

Steve Jobs will be turning in his grave.

 

There is no avenue for complaint either which is why I am venting off on this forum.

iPhone 5s, Bad bad customer service and no way
  • varjak paw Level 10 Level 10 (167,195 points)
    Currently Being Moderated
    Nov 25, 2013 8:54 AM (in response to ClaireCID)

    There is a place for feedback about the Apple retail stores, though I'll agree it is not easily found. 

     

    http://www.apple.com/retail/feedback/

     

    Venting here doesn't do much good since we're mostly just fellow users.

     

    Regards.

  • J.K. ROFLing Level 4 Level 4 (1,220 points)
    Currently Being Moderated
    Nov 25, 2013 9:46 AM (in response to ClaireCID)

    Since you are "venting" and not really looking for a solution, I will take the opportunity to post another viewpoint for your consideration.

     

    It could be acceptable if you just walked in with a defective product or two, if you didn't have an appointment. The others waiting to speak to the Geniuses also have defective products, but they made an appointment before going down to the store and how would it be fair to them for someone who just "drops in"to be put into the queue? Frustrating, yes, but they have an appointment system for a reason. So, make an appointment and when you come back at that time, I am sure they will take care of it for you, either fixing or replacing it for you.

     

    That said, if you pick up a product and find it doesn't work before you leave the store, I would expect them to address the problem before you left.

     

    Best of luck.

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