![]() ![]() I travel a lot, when I make an appointment I expect that to be honored. I called Apple Care and they said this isn’t normal, its odd to this store. I don’t have time to make appointments to make yet another appointment. I was told that the appointment was to see a technician only, not the replacement. I asked why they would not replace the battery immediately since I had an appointment specifically to do so. He then told me that I would have to wait about 2 hours to get the battery reaplaced. I arrived, I saw a technician and he agreed that I needed to get the battery replaced. I made an appointment to specificly replace the battery in my phone under the Apply battery replacement initiative begun last year. If you have other options, go somewhere else. To Apple I know you have a culture of accountability - make sure it extends to your customer support staff and it's consistent no matter where I go.īUYER BEWARE!. Make sure your customers want to come back. To the staff at the Apple Store in Chandler, you have one job do it. So why pay for something I can't get the most out of? And if the staff is unable to discern this from the body language across the room, then I question their ability to serve the customer base that Apple has built with their products.Īs a technologist, I appreciate the products that Apple produces, but if I am unable to receive support from the team when I need it, then I won't be able to get the most of the product. I might add that I was not the only person waiting confused and irritated. Instead, the failure of sharing this information until I asked, made for an irritating experience. Sharing this bit of information would have set a clear expectation upfront when I arrived at the store. Really?!? There is no process for notifying the person sending people to the back on the current wait time? If it's too much to text him or walk over 20 feet to relay this information, you could write it on a whiteboard. ![]() "Why couldn't the person upfront notify me of this delay when I arrived?" i asked. ![]() One responded saying that they were in fact running 20 minutes or so late. After waiting for 10 minutes with no acknowledgement from any of the staff in the area I assumed in must be doing something wrong, so I approached three Apple employees just standing around, chatting with each other. I imagine there is some order (i hope?), but as a waiting customer, I had zero guidance as to where to wait, or what to expect. Just what's appears like a lot of other people wait. I thought that was pretty vague but figured there would some instructions once I got to the back tables. One of the Apple Store reps out front acknowledged my arrival for the appointment and asked that I "head to the back and someone will assist you". I arrived just a moment early and I checked in at exactly the time scheduled. My personal experience involved a scheduled appointment. I would hope the level of incompetence I observed is limited to this Chandler mall location. I am amazed how Apple can be so innovative in tech and yet is unable to execute basic customer service operations. We had no idea why apple even need those human staffs presenting in the store then. Then my friend gave feedback on the spot that why they dont tell more info to a buying customer, they said it is all shown in the phone already. I found this brief reaction to a customer’s intention unprofessional and lack of competence. so i came to ask one of them if they could help me, one girl then turned to me, but we didnt have a kind of conversation but Q&A interview type, I ask and they answer briefly, at the end I made my decision to buy the phone and she just simply said ok, then she keyed in her mobile device and turned away to continue talking to her friends (2 other staffs) without telling me how much it is and that please wait a bit for them to bring the phone out. I made eyes contact when standing at the table checking the phones with 3 different idling staffs and none of them came over, note that the store was not busy as it’s an hour from closing. ![]()
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