Apple Retail Store Pasadena California
This is to bring to your attention about the regretful
experience I had at this Apple store this evening. Specifically, one
of your store associates, Meagan M., was disrespectful, rude, and
completely refused to help me.
I visited your Apple store in Pasadena around 7:00PM on Sunday, August
17th. I went to the store to seek help regarding the seemingly low
battery life (i.e., one percentage drainage per 1 minute usage) of my
newly purchased iPhone 5. As I entered the store, I encountered
Meagan M. and told her about my problem (i.e., the unusually low
battery life of my iPhone). She informed me that since the store is
closing in 1 hour and that all the technicians are booked for the
evening, I would have to make an appointment online for consultation
with one of the technicians tomorrow, August 18th.
Then, she directed me to one of the laptops and told me to enter my
Apple ID to make an appointment online. I asked her whether it was
unusual for a newly purchased iPhone 5 to lose batter life at the rate
of 1 percent per minute for standard iPhone usage. She respond, "I
cannot answer your question as different types of iPhone activity uses
varying degrees of battery life, so use the laptop and log in with
your Apple ID to make an appointment with a technician." Then, I
asked her again, "On average, for standard iPhone usage activity, is 1
percent of battery drainage unusual for 1 minute of use?" She refused
to answer my question, and again stated, "Log in with your Apple ID,
and a technician will answer your questions tomorrow." I asked her
three or four more times the same question (i.e., whether it was
common for a new iPhone 5 to drain 1 percent of battery life per
minute of use), and every single time I asked, she responded, "Log in
with your Apple ID to make an appointment, and a technician will be
able to help you tomorrow". Then, I told her, "Can you please stop
telling me the same thing over and over and over? I know you want me
to log in and make an appointment, and I will do so later.
Frustrated, I told her, "I don't understand how you, an Apple Store
employee, cannot answer such a basic question (i.e., battery drainage
rate)." To my surprise, she disrespectfully responded, "I am
knowledgeble regarding Apple products, but you cannot communicate well
and your questions do not make sense." After she said this, I
immediately told her that I wanted to speak to a supervisor (Justin
Morissette), and he was able to help me and answer my questions, which
allowed me to determine that it was worthwhile to make an appointment
an return tomorrow, instead of returning iPhone to Apple's online
store.
Overall, I am deeply disappointed with Meagan M.'s refusal to help and
answer my questions. I feel she wasted my time by telling me over and
over and over to log in and make appointment with a technician, while
she completely ignores my questions as I was talking to her. In other
words, she willfully decided to tune me out and ignore all of my
questions, while she willfully decided to disrespectfully answer all of my
questions with the following, "Log in and make an appointment with a
technician who can answer your questions." It took me more than half
an hour to drive to your store (and an additional 15 minutes to find parking),
and Meagan M. cannot answer even only one of my questions?. When I
make a visit your store, is it too much to expect more help than what Meagan M.
did to me? To say Meagan M. provided poor customer service would be
understatement. I could have logged into the online system to make an
appointment myself at home. I didn't need her or any other Apple store
associate's help to do this basic task.
In my opinion, Meagan M. show a rude and disrespectful approach towards
customers, a lack of willingness to help customers, and a lack
of empathy for customers. I find Meagan M. to be very disrespectful,
rude, unhelpful, and immature. She represents Apple in the very worst way,
and if she continues to be employed by Apple, I firmly believe she will
continue to do undue harm to the reputation of the Pasadena Apple store.
That said, I believe your Apple store can benefit from having managers
actively and closely monitor the front door associates, such as Meagan M., to
ensure at least minimally adequate customer service (something Meagan M.
willfully refused to provide me), and ensure that good customer service are
consistently being provided to customers who walk into the store.
This email is to bring to your attention about the regretful
experience I had at your Apple store this evening. Specifically, one
of your store associates, Meagan M., was disrespectful, rude, and
completely refused to help me.
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