Retail Store Customer Service - Halifax, NS, Canada

My first trip to the new Apple Store in Halifax, NS Canada was such a deflating experience. I've been a huge Apple fan for decades. I've convinced many folks to switch to Apple and have bought only apple computers/phones for quite some time. However, I'm just one customer. So, maybe it doesn't matter. We've been waiting for this store for a long time, and then to be so disappointed by their customer service is just so sad. Sigh!

Yep, I dropped my iPhone 4s without it's case onto asphalt. Smash! My back plate was broken. The Halifax Store was about to open, so I thought I would wait. I taped it up. It was during the summer Olympics that I got feeling patriotic and bought myself a Canada Flag back plate and put it on. I didn't like the quality and really felt I needed to have a 'real' apple back plate. I read online where you could get a "Genius" at an Apple Store to replace your back plate while you wait. NOT for free of course. I was willing to pay the full cost of the plate and service. This wasn't a warranty issue... I broke it, I was paying to replace it.

So, while at the store I bought a new case and told the young man that was doing that transaction that I would like my backplate replaced. He made an appointment for me... in about an hour. So, I decided to wait. After an hours wait, I headed to the Genius Bar and waited for someone to finally ask me if they could help. When I took out my phone and handed it to him, you would have thought I handed him a hot potato. He had a hard time explaining why he wouldn't replace the back. I honestly couldn't believe he hardly wanted to touch the phone and then very poorly... let's say he was a ... hmm... smartass, yeah, that's it. And while he's doing this, the "Genius" who was helping someone next to me with a laptop...this guy reaches over and pushes a plexiglass frame with the iphone Software Policy in it towards me. Really?? How rude. I'm in disbelief that they actually want me to go home and get my broken back plate to give to them... only if I put it back on my phone... so they can then take it off and SELL me a NEW, FULL PRICED back plate. Really? I've waited an hour for this? So he says he can get the manager. Great!!

While waiting for the Manager... longer than five minutes... I saw him and the kid who was serving me head into the back moments after he went to get him. So while I'm waiting I notice that there are now a cluster of Blue Shirts, Apple Employees, all in my general area. Really? Looks like they are doing the old intimidation factor or perhaps it was a "learning" experience.

Just a note... where are the women? Why are there only 2 women out of about 20 employees? Really?

Anyway, the kid comes back to explain and I, yes, interrupt to ask am I only waiting to hear the manager tell me the same thing? This kid, I mean Genius, actually uses my name in the sentence... saying something like "Well Ann, if you let me explain..." Oh boy!!

Anyway, the manager wasn't any better. He offered me nothing to solve this problem... if there was an apology in there, it too was stated in a very smarmy manner.

I was an annoyed customer and they made me a mad customer.

I love APPLE and their products. I've been waiting anxiously for years for a retail store to open here in Halifax. What a disappointment. Remember, I understand their policy about the backplate, but no thanks to them. I'm disillusioned.

Sincerely,

Ann Morrison

Halifax, NS, Canada