My Apple Store Experience

Dear Apple and the Support Forum,
I am appalled by my recent experience with my Macbook Pro. I have been an avid apple customer for many years now, where my family and I have purchased 2 top of the line Macbook Pros, countless iPods, and countless Apple accessories.
Through the lifespan of my Macbook Pro I've had to replace several parts of the computer, including the internal fans, the logic board, the keyboard, the superdrive, and more.
Recently my laptop began showing several hardware issues once again. The superdrive was broken, my hinge lost all of its abilty to keep my screen up, my battery lasts as little as 20 minutes (while the computer tells me its still at 50% capacity), and graphical errors sparatically arise. Like the many times in the lifespan of my laptop I took it to the apple store for repair. When I got my computer back last week I was appaled to see that the hinge was not fixed (when I was told it was) and the enclosure was damaged in the repair process. The superdrive has many cuts along the entrance now. For a company that prides itself on the aesthetics of their products, to have little cuts on the case created by their repair is ridiculous. So now I have to take my computer in for repair AGAIN, and go days without my laptop for the hinge. Which is a huge inconvenious as a laptop is a requirement for my university program.
Any thoughts...
Message was edited by: Anastasios

As mentioned by the others, your best bet might be to elevate this concern by contacting Apple Customer Relations at 1-800-767-2775.
Firmly yet politely tell them what you have written here and have them open up a case number and track the repair of your machine. Be advised these are the folks that oversee your satisfaction and not AppleCare or Apple Service.
Luck-
-DP

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Where can I start a topic about terrible Apple Store experience in here?

Dear Forum User,
I was wondering whether I could start a topic about the Apple store experience in this forum? Please guide me in proper direction.
I have been a faithful Apple customer for almost 3 years and use the whole Apple ecosystem for home and business. Up to few months ago I had never seen anything from Apple but professionalism and quality. However, waiting in front of the Apple store at 6am in Montreal and then facing extremely rude Apple employees who treat customers with humiliation and disrespect, I thought I somehow need to find a way to complaint more effectively.
I think it would be appropriate to have a topic in this forum to discuss the horrors of the Apple store.
Best Regards
Esfandiar Amir Rahimi

You know we are just other Mac users. Not to excuse what happened, but I have been reading that the Apple Store employees have been asked to work overtime and they are deluged with work and crazy hours.
You could write something here, which will go to Apple directly -- don't know really, how much attention it will get, though. In addition, I would get the store manager on the phone and give him or her an earful. That might be the most effective option.
http://www.apple.com/contact/feedback.html

My Iphone 5 and apple store experience

On the 13th of Jan I visited the Apple Store in Covent Garden. I would say it is perhaps the worst customer experience I have ever had. It has damaged my view of the apple brand as a whole.
My Iphone 5 was no longer turning on when charging. It would load the apple logo and shut down. it was unusable.
This was my second Iphone 5 after the first had been replaced in September - that phone was turning itself off randomly, constantly crashing and the screen was going blank and freezing in that position rendering it unusable.
When I arrived at the store, I was told that it was a "software problem", there was nothing I or they could do, and that "I would have to buy another one".
Thre was no remorse or even a display of sympathy from any of the apple staff I dealt with. This phone was only 5 months only, and was only 10 days outside the original warranty of the original phone purchase on the 3-Jan-13. The idea that you can simply "buy another one", when we are talking about a £200 cost was said as if cost was no matter, and as though a software problem was solely my fault.
To have had to go through the inconvienice of replacing 2 Iphones within a year is a massive incovinence. There is no Apple store near where I work and it is therefore not a simple task to book an appointment at the apple store. What is worse is having to pay £200 to replace a faulty phone that it itself in now 5 months old.
I do not view this as acceptable.
What is more, the manager of the store acted particularly rudely. He discussed well within earshot about "why I was taking so long?". He then interjected and repeated that I would "need a new one", continued to discuss with the staff member who was currently helping me that she could leave as her shift was over, and that he would "sort me out" while I overheard him criticising me for being "awkward" because the person who was service me was supposed to have finished her shift.
I did buy another Iphone. I want a smartphone and enjoy the connectivity that the Iphone has with my other apple products. The manager however disappeared as his conversation had finished, leaving me to set up my own Iphone at the store. I walked across the store asking for some advice on open ended questions when setting up my Iphone, I was informed by him that I should "follow the instructions" and he walked off.
This experience has, on reflection, shattered my confidence in the apple brand. I always thought that one of the things you were paying for with apple was the customer support. This customer service appears to be extremely lacking. There was no thought that such a performance from an apple product was unacceptable. Just blind adherence to warranty guidlines coupled with rudeness. I am now left wondering how long my new phone will last. With an average lifespan of 6 months, I am left thinking i could well need to shell out a further £200 at some point in July.
In summary, I was left out of pocket, my view of the apple brand damaged, and insulted at the rudeness of your staff. I leave it with your customer service team to ponder this sitatuion described above and respond accordingly.

Hi mate. I had a very similar experience to you. I'm on my 3rd iphone 5. First one, the power button broke. Second screen was loose. And now this one does not get a phone signal. I did everything apple told me to. Anyway as I'm now over my year warranty, they weren't interested. I'm not letting it go though. If you want to join up in the email correspondence between me and Apple. I want to get as many people like you and me. Nothing to lose!
<Email Edited by Host>

NEW MBPr keeps shutting down on sleep, Not mounting Ext HD + AWESOME Apple Store Experience. :)

I've been using apple products for almost 10 years now (from iPods to iPhones and MBPs). I just got a BRAND NEW MBP Retina last December (2012), I was supposed to use it for school this January, because of it's claim for speed and graphics. I even had it customized!!! Thinking I'd get BETTER performance,I upgraded the Memory and the Processor!!! I wanted to do the HD too but it was too pricey (But of course, they dropped their prices recently. For the same amount I paid in December, I could have gotten better today. *censored curse words here*)
By the time I used the MBPr in January,THE THING KEPT SHUTTING DOWN ON ME!!! Whenever I'd put it to sleep, IT WOULDN'T COME BACK ON!!! I'dlose all the information and files I've been working on for hours! Not only would I have to do them again, the MBP would give me such a DIFFICULT time trying to switch it back on! And when it finally would, it would say something like "Your computer shut down unexpectedly. Would you like to open the programs that were on before it shut down?" Even if I'd click yes, none of my files were recovered.
In addition, 3 out of 10 times it wouldn't mount my External Hard Drive!!! And of course it has to be the times when I'm in a hurry to access important files. To me, this IS an issue. A BIG one. NOT fun, trust me. I know the problem isn't with my External HD because I still have my old MBP (late 2009) and it works fine there, I've repeatedly used it on my sister's and mom's MBP too and there's been no problem whatsoever. It's just with this supposedly "new" MBP Retina.
So I went to the Apple store on 5th Ave, and they scheduled me an appointment about an hour and a half later, which was alright, but for the first time (EVER) the lady who scheduled my appointment gave me some attitude. She set me up for an appointment at 1:45, so just to make sure, I repeated it to her "I can wait around. So that's 1:45?" And she looks at me and says "What? Did you want it LATER? Huh?" Power tripping much? First time I've encountered that kind of customer service, from an apple store, no less.
Anyway, the appointments are their form of "organized chaos", so I didn't mind waiting my turn. The place was pretty packed, as it always is, but I decided to wait it out. My appointment time came around so I checked in on the Apple Store App and again with one of those in blue shirts with an iPad, and he told me to wait for a chair to open and to grab it and someone will come check my MBP. It took a while before a seat was made available, but when one came, I took it. Fast forward, 15 minutes AFTER my appointment time, not a single Apple representative bothered to even make eye contact, ask what time my appointment was or if I needed any help at all. I tried talking to them/calling their attention, but it was as if I was invisible. Just perfect!
Someone FINALLY called my name.. Thirty minutes AFTER my appointment time. I didn't mind waiting an hour and a half for my appointment because I understand that's how the system works. But when my turn comes around, I expect them to keep their end of the bargain too. But I guess that was too much to ask. So anyway, this guy/genius checked my laptop and ran diagnostics on it, I think he used the loghog(?) and it was all there. It had the exact log of how many times the **** thing shut down on me!!!! He said they'd need to do further tests on the MBP, which seemed logical. But he went on to tell me that if they find anything wrong with the hardware, I'd have to be okay with them replacing it with REUSED parts of other laptops!!!! ***?!???? I bought that with hard earned money! Blood sweat and tears. I saved up for that for soooooo long to get something brand new, and here you are telling me, "It's out of the 14-day warranty period, so if we find something wrong with it, you'll have to be okay with us replacing it with USED PARTS!!!" (Non-verbatim, but yeah, he gave me some sugar-coated version of THAT!) I mean, WHAT THE **** IS THAT?!?? Is that what Apple has been reduced to now?!??? Like I said, I've been with them for almost 10 years, and I've influenced my family to use Apple products because PRIOR TO THIS, my experience with them has been EXCELLENT. They've always been superb. I've never had this kind of problem with them when it came to all my (our for that matter) apple merchandise. But now?! I can't believe it. Not only the quality of the laptop was unacceptable, now, even their service is too apparently!!
Way to go Apple Customer Sevice!
Have any of you had the same problems with your MBPr? How were you able to fix it? I paid hard earned money for this, and I really really would still want it to work. I called customer service and instead of apologizing for giving me a lemon, and unacceptable quality, the customer service rep, passed me on to a senior manager who told me exactly this:
Me: Ma'am, I bought this customized and BRAND NEW. I think the quality that you've given me is unacceptable, and I hope you understand that.
Senior Manager: Well, you know, it's a machine. It's like buying a car. It breaks.
Awesome, huh? In any case, my MBPr is with them and here's to hoping I at least get the MBPr life span than that I paid for, even if they do give me subpar quality and service. Has anyone had the same problems with their MBPr? Is this a common problem with them or was mine really just a lemon? Any input will help. Thank you!

same problem, it's been happening to me for a week or two now i'm thinking about backing up my documents and just wiping it completely, see if that works. Has anyone else tried this? I'm loosing time and have already lost a good few hours of work as it just crashes randomly. need help!!!
- saving these threads on my favourites cause i'm about to crash . . .

How to lodge a complaint for bad Apple store experience

Hi
I had the worst experience of the lifetime with Apple store in Castle Hill Tower Sydney on 23/4/15. The Manager on duty (Mr Steve who refused to give his last name or employee number) was very arrogant and gave very insulting treatment. When I asked that I want to complain about him, the Manager behaved as if nobody was going to take any action against him (welcome this is Apple - sic)
I want to know how to lodge a complaint against Apple bad customer service.I checked Apple website which to my astonishment did not give any easy option for mailing complaints.
Can anybody tell me where to lodge complaints. Thanks.

[ same as the 'long thread' answer ]
Apple
PO Box A2629
Sydney South NSW 1235
133-622
https://www.apple.com/au/contact/
ÇÇÇ

3rtd generation iPod touch 'bent' - an unpleasant Apple Store experience...

Hi,
Over the last two days I had two fundamentally different experiences in the same Apple Store in the UK.
Background: My iPod touch 32GB (purchase date Sep 22nd, 2009) slightly bent. I don't know how it happened, however, I realized it about a week ago and it does neither look good nor do I like the sound of pressing the display into the back of the device. Also, gradually the battery life deteriorated over the last couple of months.
I walked into the Apple Store yesterday in order to ask for some guidance on what to do. A nice guy explained to me (after typing my serial number into the system and checking the applicable status of my device) that I could get a replacement right away - he then advised to backup the data and come back the following day. I did as I was told, and went to the store again about one hour ago. The whole conversation (and the nice Apple employee), however, have changed entirely. Apparently the situation changed over night and the store does no longer want to replace the iPod. Very unpleasant... most of all in the light that I could have just grabbed a new iPod the day before.
Could anybody tell me what to do about it?! What hotline to call or which email form to fill? Would really appreciate an opinion of an Apple employee as well - most of all on the inconsistency in communication I experienced.
Thanks,
Daniel

If you're still under warranty, and your Touch doesn't function, Apple will usually replace the unit - presuming you didn't physically damage the unit (droppage, water damage, dents or cracks).
I have not personally heard of a Touch that "gradually bend(s)," but in this case, it would be in your best interest to scour support forums for similar incidents, and base your case on this. You might want to base your complaint on posts like these:
http://forums.macrumors.com/showthread.php?t=672886
Note, however, that the Apple rep has no doubt left a customer service note documenting your complaint. If you're certain you're correct, contact your Apple Store/Genius Bar with your research.
< Edited by Host >

Apple store experience

I went to the apple store yesterday because it had reception problems. Now they told to go to AT&T store and swap the sim card. When I was about to leave I wanted to make a quick call and to my surprise the touch screen stop working and I went back up said that it work anymore. I got another refurb, #2. All was well when I got home and I saw scratches on the glass. There only about 1-2 cm long and its only two of them. One on top one on bottom. You can't see the scratches unless you look for them up close to your face. There only micro scratches so you can't tell that their there. I have no problem with it but could I go back and complain or there is nothing that can be done? Thanks

Update: i just got back from apple store and i was serviced by the guy next to one who serviced me yesterday. he remembered who i was and agreed to my dilema. he talk to the supervisor who in turn was the guy who serviced me from my very first visit and agreed to give me a replacement. overall this last experience was excellent. i got a new phone without scratches(i vigorously checked it) and to take precaution i went ahead and bought the screen prtectors which that same genius bar associate put it on for me. my new phone now has a way better screen. its still a 7 series but this one doesnt have any negative blacks, discoloration, and above all the brightness is higher than before. i am very happy that everything turned out okay. Thanks everyone for your help. i really appreciated the support. thanks

Funny Apple Store experience. Must read.

Ok so I went to the Apple Store to buy an iPhone 3G S and I got an employee who was helping me and everything went fine but when I went to sign his mobile check out device, it was very slow and lagged a lot. He then told me "Shhh don't tell anyone but I think I know why it's so slow." At which point he flipped it over and on the back was a logo that read "Windows Moblie." Never have I laughed so hard in public.

I love how MAC people blame the PC/MS for everything. I switched from PC to MAC just over a year ago. Without doubt it is a great machine and I love my MAC. BUT ladies and gentlemen, please stop kidding yourselves. PC's have to support 90+% of enterprise desktops and have a bucketload of backward compatibility issues and bad development to support so give the PC some credit.
My Iphone is riddled with bugs. Since the last MAC update (10.5.7), the things I loved my MAC for are broken. EG. It won't always come back out of sleep mode (Acknowedged bug). MY VodaFone wifi card keeps disconnecting me (it never used to) and is very slow. My bluetooth mouse would stop for no reason (Acknowledged bug), Safari crashes twice a day (Acknowledged bug). My Iphone; well I keep making excuses for the number of bugs and holes in the Iphone because it's a very innovative device.. HOWEVER, since the 3.0 update and judging by these forums for 3G and 3GS it's about time you realized, the more customers you get, the more holes keep appearing. Apple is getting like MS, releasing s/w too soon and not properly tested. SAD. But true.

Apple Store experience tonight

So, as I said earlier, I packed up my new iMac and returned it to the Store. They were pretty gracious about taking it back... after they made me wait 20 minutes for a manager. I explained to Matt that the reason I'm returning it has nothing to do with the iMac but everything to do with the iPhone price slash. I told him that the $200 isn't that big of deal monetarily to me, but it's more about the slap in the face way they did it to early adopters of this product. He seemed confused by that but still took the iMac back, without a restocking fee.
So, that's $1700 they'll eat to my $200.
I was never a hardcore Apple user so it won't be too hard for me to never use their products again. I'll continue to use my iPhone and use the iPod portion of it too. However, I've never bought more than 10-15 songs from iTunes and I plan to never buy another.
I also explained to the Store manager that I am dumping my Apple stock tomorrow morning when my brokerage opens. I explained that it's about what I perceive as a dump business decision. Why cut the price on a product that was selling well and give up all that potential revenue? Why alienate your core customers? He didn't care.
I suppose neither does Apple in general, but neither do I anymore. There's plenty of places to take my business.

nickshred wrote:
I also explained to the Store manager that I am dumping my Apple stock tomorrow morning when my brokerage opens. I explained that it's about what I perceive as a dump business decision. Why cut the price on a product that was selling well and give up all that potential revenue? Why alienate your core customers? He didn't care.
He was playing dumb. This whole price cut was actually his idea. He and Steve stayed up late last night schemeing up a storm in Steve's underground bunker in Barbados.

Awful experience in Apple Store...can't find how to complain

Hi everyone.
I had a terrible experience in an Apple Store tonight and I'm not sure where to go on this website to get it rectified. Maybe someone can point me in the right direction.
I had a Genius Bar appt at 7:40 to look at my phone. I went around 7 because I had a little shopping to do first. I went to the store and asked if there was an earlier slot I could take. The gentleman said I could have a seat and the girl would wait on me. I wasn't sure who to sign in with so I went to the bar. I had my mother with me who is on chemotherapy. We both sat and waited. We figured out we were sitting in the wrong place and after asking the check in guy again, sat at the right table. The girl who was working on the phones said nothing to me or my mom and kept working on everyone's phone. I told her I could come back at my appointment time, and she rolled her eyes and said "you can wait".
After about 20 minutes, she took a person who came to the table after me-and then I asked to speak to a manager. The girl laughed, walked in the back and pointed to my mom and laughed with a coworker, and came back with a new phone for someone.
We waited ten minutes and no manager. I tried to ask another worker, but they must be trained to ignore you. We ended up leaving because my mom couldnt stand that long. Now I am out the forty mile drive, the gas, and the time it took for me to wait for a college kid to decide they didn't want to hep me because I was with an advanced stage cancer patient.

Sorry hear about your bad experience! Go to http://www.apple.com/retail/feedback/ to give feedback to apple. Have a great day!

Unpleasant experience at a local Apple store

Hi
I'd like to share my experience at a local Apple store. I am not sure this is the right place to initiate this but I couldn't find an email link for complaining about the Apple customer service.
My wife has a Iphone4 and she has cracked panels for both front and back side. She's been to the Apple store at Bethesda, MD and one of the staffs told her she should pay $29 for repair the front side panel and also she offered her a free phone replacement.
At that time, she didn't backup the phone. So she did a backup and visited other Apple store at Tysons Corner, VA. The staff told us we have to pay $140 something for repairs and there is no replacement policy for her phone available. That's fine. Why each Apple store has different policy? OK. That's fine.
The worse thing happened was the staff was very unkind and unprofessional. We felt like he looked down on us. Even he said why we did not fix the phone at the Bethesda store. He made fun of us saying just bring the phone to there. He kept making sneering smile on his face and talked with the other staff about the situation. They laughed at us.
I was so unpleasant and asked him to call his manager. And the manager kept saying the different policy and never mentioned about his wrong and arrogant attitude toward customer. I can't understand this situation and I strongly appeal this to Apple customer service dept.
I need to have a reasonable apologies from him and the manager which they refused to tell on the day. The address of the Apple store is
1961 Chainbridge Road McLean, VA 22102 (703) 336-8450.
How can I report this to the customer service representative?
Thanks.

Screen Damage
Accidents happen. Sometimes a screen can get cracked or shattered. We’re here to help.
Request iPhone service
You can mail us your iPhone, make an appointment with a Genius at an Apple Retail Store, or click or tap below to start a service request and see more service options.
How long will it take?
Service at an Apple Retail Store is normally completed on the day of your appointment. If you send in your iPhone for service, you’ll receive a replacement or your repaired iPhone in three to five business days. A replacement iPhone will be new or equivalent to new in both performance and reliability.
How much does iPhone screen repair cost?
Repair and replacement costs depend on your iPhone model and your AppleCare coverage.
When you request screen repair online or by phone, Apple will place an authorization on your credit card to cover the iPhone out-of-warranty cost. We’ll charge this amount if your iPhone has additional damage and is eligible for out-of-warranty service. If your iPhone has no damage other than the screen, we’ll charge the amount below. Learn more.
iPhone 6: $109
iPhone 6 Plus, iPhone 5s, iPhone 5c, iPhone 5: $129
Plus a $6.95 shipping fee. Fees are in USD and exclude local tax. Pricing applies only to screen repair by Apple. Accidental damage isn’t covered under the Apple One Year Limited Warranty.

Do Apple stores do Year 10 work experience?

I wanted to know whether Apple stores do Year 10 work experience in the UK, I've asked in a lot of places but I haven't gotten a straight answer. (Sorry if this is posted in the wrong area)

I don't see any mention of it on Apple's employment pages. But you can contact the store manager at your local Apple Store and ask.
Regards.

What a depressing experience I've had trying to upgrade to Maverick. I have the minimal requirements 10.6.8 Mountaim Lion,.. It is a continuous rerouting from Itunes store to Apple store. I have not purchased anything from the Apple store in the past and

What a depressing experience I've had trying to upgrade to Maverick. I have the minimal requirements 10.6.8 Mountaim Lion,.. It is a continuous rerouting from Itunes store to Apple store.
I have not purchased anything from the Apple store in the past and it is not allowing me..upgrade to Maverick
I have even went so far to purchase a credir card hoping I could purchase an item and get an upgrade in return.
I'm in Taiwan and have tried to be faithful to the apple brand ..***?

This Apple ID has not yet been used with the App Store. (also will not let me download even free apps.)
Apple ID creation is not currently available on the Mac App Store. says: (go to itunes on your computer or ios device)

Experience with Apple Store in the Woodlands, TX.

The staff were very friendly. I had two week 37 units I had purchased at another location and over the last two days they exchanged both of them for me and went out of their way to hold a week 38 model.
I did have to register to see an "Apple Genius", but after seeing the problem he did not argue and agreed the blacks look reflective. We now have two week 38 models and they both look great and pass the contrast, gamma and white saturation test that you see failing here:
http://jdeats762.bravehost.com/iBadScreen.htm
I was not charged a restocking fee on either unit. I was also told by the staff that they had heard about problem from other stores, but did not elaborate. He said the rumor is "Apple is probably going to make an announcement and have us pull the week 37 units so they can't be sold". He didn't elaborate beyond that.
But buyer beware until that announcement and order comes from Apple Corporate, the Apple stores are still going to sell week 37 units, this isn't the Apple Store's fault, it's just the way they have to do business, even the managers hands are tied until Apple's corporate office puts out a statement and issues a command.
My experience with Woodlands, TX store was excellent.
Message was edited by: Ramzy76

The Walnut Creek store does at least some in-house repairs. (I had the top case replaced there once.)

UK Apple Store Priority List Wait - your experiences?

*GOOD NEWS* So, I dropped my iPhone 3G down the loo a while back. Insurance paid out though. Yeah!
As iPhone 4 on it way, I've held onto the cash. I also don't want to start another expensive contract with O2, just want to keep the Simplicity £20-25 a month jobbie going, I decided to buy a new iPhone 4 32GB from the Apple Store direct.
Went on Priority List at Brent Cross store three weeks ago today – 7 July. I asked if should I order it online, they said "No – do it from here!". They did say it would take three weeks, admittedly. But…
*BAD NEWS* No email yet, no idea how long I have to wait, no emails that some of our American friends on this forum have received saying that they have moved up the list. No contact at all. As I am spending nearly £600, I'd have thought their customer service would have been a bit cannier.
As I have a G4, at least four iPods between myself and my wife, I am starting to feel rather taken for granted now.
If you are in the UK and have ordered a 32GB iPhone 4 instore and received it, can you please tell me how long you waited – especially if you went on the Priority List around the same time as me?
Many thanks in advance.
Message was edited by: The Lateral Matador

Well I have one year left with Vodafone, and I am paying 25 quid a month (this contract was with an LG transparent handset)anyway I have given it to a family member and they put a PAYG sim in all I done was rung up Voda and they sent out a micro sim and I added an internet bundle for 5 quid a month not bad, but as you said if you want a 32g IP4 free on contract you are looking around £65 quid a month and yet stupid people pay it, If people can afford to pay that on a phone for 2 years they shouldnt need to get the phone free they should have enough money to buy it out right lol.

My Apple Store Experience

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