Apple Store

They were very helpful, I don't know why others complained so much but I was in and out within 30 minutes when buying my 27 Inch iMac, Very satisfied. Thank You Apple!

My phone needed to be replaced under warranty. The 'genius' agreed. But the same color was not in stock so I would have to wait three days. I asked that it be replaced with another color and was told that was not possible. "Not our policy." I asked to speak to a manager, who was summoned. I waited a good ten minutes or more for her to arrive.



When I again asked for a replacement in any other color, Sam said she simply could not do that. It was against policy. When I repeated asked why, she could only say "it's against our policy" or "that's a very good question", neither of which was an acceptable answer. She offered to reserve a phone for me at the store across the city--they did have one. I was not happy to have to waste even MORE time driving across city traffic to get my phone when GOOD customer service (which this definitely was NOT) would have simply made me happy in the store with another color.



We went round and round on this issue and Sam would not budge. As a manager, she should have the option of breaking policy when necessary to make a customer happy but apparently neither she nor Apple are interested in that. Having heard afterward that a friend in California with a similar issue WAS, in fact, offered a phone in a different color as a replacement, made me even less happy with this entire episode.



In the end, I drove across town to get the phone. Sam did offer a couple token items as "compensation" for my time, trouble and cost of doing so, but it hardly took away the bitterness she created in her unwillingness to make a simple "exception" to a rule that would make a customer happy. This is particularly so when I found that another store in another city DID do what I asked Sam to do.



Apparently Apple is really NOT interested in happy customers. It would have taken VERY LITTLE for her to turn around the problem and she was entirely unwilling to make that effort. It seems to me that Apple needs to re-examine its policy (if, in fact, that IS the policy) as well as giving more training in customer care that will leave a customer happy rather than bitter.



I doubt anyone at Apple who might be reading this will care enough to read it all the way thru and actually do something about it, but I hope I'm wrong.

I called for help the staff was very rude and not helpful at all