Complaint: AppleCare Service and Two Missed Appointments – Case ID ***

My experience with AppleCare has been extremely disappointing and, quite frankly, a joke.

I booked an appointment at an Apple Store for 5 October. When I arrived, a staff member scanned my QR code and asked me to wait at a table. However, I waited for 30 minutes, and nobody came to assist me. As I have a very busy schedule, I eventually had to leave and contact Apple Support by phone to reschedule my appointment.

The person I spoke to on the phone rescheduled my appointment for 12 October at a different Apple Store. Unfortunately, exactly the same thing happened again. I checked in and waited for 30 minutes, but once again, nobody came to help me.

At this point, I asked to speak to a manager, only to be told that I had been missed.

Is this really the level of service Apple considers acceptable? What is the point of booking an appointment for a specific time if customers are left waiting for more than 30 minutes without receiving any assistance? This has now happened to me twice, at two different Apple Stores, despite following the correct booking and check-in procedures.

I find this experience unacceptable and extremely frustrating. Customers make appointments because they have commitments and expect their time to be respected. Having to rearrange my schedule twice, travel to two different stores, and still receive no service is simply not good enough.

It is particularly disappointing that customers can receive plenty of attention when they want to purchase a new device, yet when they need support after purchasing an Apple product, the level of service appears to be completely different.

I would like this complaint to be formally investigated and escalated to a senior manager. I would also appreciate an explanation of why both appointments were missed and what Apple intends to do to address this unacceptable experience. Case ID: ***

[Edited by Moderator]