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Level 1

31 points

Complaints to apple about my visit

Hi i am looking for a way to complain about my visit to the apple store mainly an employee dispute and cant seem to find a place to offer this service.

Basically im quite new to Mac and have a frozen pixel problem after less than a month of owning my Macbook Pro and have no idea how the apple store works. I was told to go see a person at the back of the shop by the greeter at the front and upon aproaching him instead of the friendly "hello" i experienced when forking out over £1000 i was greeted with "you got an appointment."

I litterily have no idea how the genious bar works and was kinda asking if i could talk to somone about about my problem so i could understand the protocall i was told "No"

I came to Mac because i heard they were really big on helping there costomers etc and im sick of having problems with my computers. Needless to say i was taken back by the abrupt nature of the employee, i explained i have no idea how things work in apple stores because im new to the 'scene' and he told me that the system has been around for 10 years and i should know by now.

Im not trying to troll i just believe apple need to be a little more supportive of there newer costomers as the company grows as this has actually stunned me slightly and leeds me to question if the company is really supportive of their costomers and if i want a refund rather than replacement.

MacBook Pro, Mac OS X (10.7.3)

Posted on Feb 21, 2012 3:23 AM

Best reply

cbrackpool

Level 1

8 points

Posted on Sep 1, 2017 5:51 PM

And if your issue is WITH the store manager at the Apple Store (Apple La Encantada) 2905 E Skyline Dr, Tucson, AZ 85718), whom do you call? Doesn't sound like I can find a regional or territorial supervisor to whom she reports. Probably won't be able to escalate to a Western VP of Retail...or SVP of National Retail in Cupertino...or Phil Shiller. But SOMEONE should be tracking negative feedback on the steep decline in customer experience at Apple Stores.

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24 replies

Aug 16, 2016 10:45 AM in response to Jimi M

Sorry Jimi. I have a similar issue.

I am an ardent user of apple products and you will notice this from the number of devices registered under my apple user ID (****). I have 4 devices in total -MacBook Pro; iphone 6; iPhone 6 (for my son) and an IPad as I believe very much in the functionality and simplicity of the apple products. But you will agree with me that my high regard for Apple is in no way an excuse to get insulted over its products.

It all started about a week and a half ago when my i phone 6 was unable to connect to available mobile network and it kept searching endlessly. I tried several methods to solve the issue including turning off the phone to no avail. An authorized Apple representative (Amsys Soho W1F 7LZ) recommended that the phone be reset which was done but thereafter the phone could not be restored (Error 50). I therefore booked a Genius Bar appointment at the Apple Covent Garden store in London after also trying to resolve the issue with Vodafone with no luck.

During the discussion with the Apple rep. at Covent Garden, who frankly was very polite and courteous, I was made to understand that I will need to make a payment of £229 to get a replacement which I was quite unhappy with as my phone was only 4 weeks out of warranty and the malfunction was one of the manufacturer's and not due to any fault of mine. I therefore requested that the matter be escalated to a more senior person. This is when Eric **** was introduced. Eric was not only very rude but also very impatient in trying to understand my point of view which honestly might have been wrong but there is a way and manner issues should be handled politely. Eric was trying to prove that I did not understand what a warranty means and was particularly insulted when he stated that 'In his own world, a warranty means........' Which I not only find derogatory but also racist in nature.

I ended up paying the £229 to get a replacement even though I felt a replacement without any fee should have been more appropriate but I also thought it necessary to formally make a complaint about this issue which is quite at variance with other in store Apple reps I have dealt with in the past.

I did make it clear to Eric that I was going to make this complaint when I was leaving the store yesterday (Monday 15/8) and would have copied this mail to him if I had his e mail address.

thank you.

Aug 16, 2016 10:43 AM in response to Altigrags

Altigrags wrote:

I did make it clear to Eric that I was going to make this complaint when I was leaving the store yesterday (Monday 15/8) and would have copied this mail to him if I had his e mail address.

No one from Apple is going to see the complaint here. This is a user-to-user technical support forum. You should call or go see the manager of the store to make your complaint. You can also use the Contact Us link at the bottom right of every page for more information on how to contact Apple.

Nov 17, 2016 4:54 PM in response to Jimi M

Suggestion for Apple folks, why instead of making customers wait to leave an apple product for repair, go through an unnecessary appointment process why not give me a receipt check my Apple product and send me a quote on email, text or call me?

This is worst than going to the doctor, wait and wait some more.......

Customer Service is not just to be polite, in the end if I have to waste a ridiculous amount of time one may think twice before buying anything Apple.

Nov 17, 2016 7:38 PM in response to Mike Being

Mike Being wrote:

Suggestion for Apple folks, why instead of making customers wait to leave an apple product for repair, go through an unnecessary appointment process why not give me a receipt check my Apple product and send me a quote on email, text or call me?

If you want to make a suggestion to Apple, this is not the place. They're not reading here. Use the Feedback link:

http://www.apple.com/feedback

Or, click on the Contact Us link at the bottom right of every page for more ways on how to contact Apple.

Mar 14, 2017 11:55 AM in response to Mina_mody

Worst customer service ever !

Jul 28, 2017 2:56 PM in response to Jimi M

Had a poor experience at the Apple store in London covent garden.... very disappointing... when I asked for the manager the salesperson told me to lodge my complaint online

Jul 28, 2017 3:27 PM in response to Jimi M

My post was directly deleted here, Cutomer is not NO.1 for apple any more. I will email Tim Cooker to complain for you and me.

Jul 28, 2017 3:29 PM in response to ash_ice_test

Your post was removed because it contravened the terms of use of the forum. You basically posted to say good bye to Apple. Consider your post as having served its purpose.

Nov 10, 2017 6:33 AM in response to IdrisSeabright

Come to Frankfurt in Germany, and you will see, they are even arrogant. In Philadelphia too?

Complaints to apple about my visit