Tag Archives: service

Disappointed with Apple Store customer service

If you’ve been reading my posts lately, you will have notice I’ve turned into an Apple fan.   I just love their design.

I was really excited when Perth got its first real Apple store.  Awesome!!!  No, I didn’t line up to be the first in on opening day, but I did visit it on opening day.

And so yesterday when I had a day off with the kids, we went into the city and made a pit stop at the Apple store.

Now, recently the mute button broke off my iPhone.  I thought that this would be a good opportunity to ask someone for help.

So I looked around the store.  An army of employees in blue T-shirts.  Most of them seemed busy with other customers.  Others looking busy behind a Mac.  Others seemed to be busy walking from point A to B.   Hmm…  Who do I approach?   There doesn’t seem to be a dedicated general customer service person or location.

So I walked up to the counter where you pay for stuff.   The dude there was busy and I couldn’t even make eye contact with him.  Some other Apple guy came out from the back and talked to him, then walked right past me – I couldn’t even make eye contact with him either!  So far, not so good.  I would’ve expected one of them to say “Hi”, that they’re busy and will get to me soon.

After more waiting and no employee even acknowledging my existence, I had to approach the guy at the counter myself and say, “Hi, I need some help”, explained my mute button is broken and what can I do.

“You need to make a Genius appointment”.

The guy then proceeds to lead me to a free Mac and tells me that I need to make an appointment on the computer and tries to show me how to do it.   Shouldn’t he be engaging me as the customer and booking the appointment for me?   ARGH! 

I’m wondering why couldn’t anyone quickly tell me if it’s something that they can fix or not or what the general fixing policy is or rates are?  Not sure if this is a widespread issue, but it would be nice if the floor staff can handle simple queries without needing to make a Genius appointment.  Now I have to go back into the store a second time 😦