Welcome to MacTalk Australia

the largest Australian community for Apple discussions and topics

Join the discussions, Register Now!
Results 1 to 17 of 17
  1. #1

    Join Date
    Jun 2011
    Location
    perth
    Posts
    11

    Default dissapointing Perth Apple Store experience rant

    hey all. long time apple fan but first post here.

    had my iPhone 4. babied it and covered it with all sorts of possible geeky protective paranoia accessories (genius noted that it was pretty intense). anyways. had that for 3 - 4 months and walah. being the genius that i am, i was being all chilled on the chair and the phone slid out of my had to fall on my carpetted floor at an angle (about 20cm) and crack. the sound every iPhone fan-person dreads.

    brought it to the apple store feeling pretty positive. tried to be extremely nice and polite about it (i know, it is my fault after all) and tried to get a bit of a discount for replacing it (thinking that it shouldn't be too much to ask seeing as how some people get a free replacement sometimes). all the genius said was, "nope. it's your fault. it's $250 to replace it. your call". being a little bit dissapointed, i commented, "it's a bit fragile isn't it" to only get a retort of "well, yeah. $250'll get you a brand new one"

    so fine. maybe that's my luck. a few months later. decided to get a MacBook Air 11". purchased it fine and all (a friend offered to use his credit card as he owed me the money rah rah rah). so that's cool. used it for about a week and thought maybe i needed to get the one with more hard disk space. brought the unit in to upgrade, staff members said ok and just decided to confirm with the manager as to the process for it. little did i know, i start getting the "criminal" treatment. "nah, mate. credit card's not under your name. we couldn't tell if it was stolent or something". me: "would a thief bring a stolen item in to upgrade it? i have the receipt with me". manager: "nah. can't do it. it's for the safety of our customers. can't do it"

    long story short. i got my friend to write a note and sign it saying that it was bought for me (as he was away on holidays so he couldn't come in with me) and went back. i met the staff members and they were happy to do so. as they were processing my purchase, darn manager saw me and quickly swooped by to see what's going on. he had a dismayed look that the sale had already gone through and just went, "it's just this time you understand?"

    i don't get it. i treat them nice. i talk to them politely. i never argue. anyone else had such experiences before? i've heard some people walking in saying "phone got caught in the rain". "tadah. here's your brand new one". puzzling and mind boggling.
    Last edited by 19101984; 30th June 2011 at 04:45 PM. Reason: thread title modified to be less "harsh"-ish:p

  2. #2

    Join Date
    Jun 2005
    Posts
    767

    Default

    Maybe you look like a criminal or a conman or something, lol. If you look like you walked off the first fleet then no amount of charm will help you. Are you a bit rough around the edges?

  3. #3

    Join Date
    Nov 2006
    Location
    Wait Awhile
    Posts
    267

    Default

    I've had mixed experiences with the Apple Store, some terrible service when buying things and waiting for things. But my iMac got fixed in under an hour before I had even left the CBD. Not bad I'd say.

  4. #4

    Join Date
    Jun 2008
    Posts
    508

    Default

    Sorry read it wrong

  5. #5
    Lutze's Avatar Lutze is offline Yatta!

    Join Date
    Mar 2007
    Location
    Ellenbrook, WA
    Posts
    6,102

    Default

    Apple policy is to offer a replacement device at $250.

    The store and staff member has done *exactly* what he / she is meant to do.

    If you don't like it I'd love to hear from you about similar getting any other smart phone device replaced by the manufacturer. Oh wait... you can't got into any other manufacturers stores and get DIRECT service from them - you need to send your phone away for weeks on end to the *network* provided repair centre where they will tell you it's broken and you need to buy a new one.

    You are complaining about breaking something that costs ~$800 to buy and being offered a replacement for just over a quarter of the price.

    Laugh? I nearly shat.

    As for anyone else that get's their device replaced FOC after they broke it - I'd bet that most of them fibbed about how it got broken.
     iPhone & iPhone 3GS, Macbook Pro 17" C2D 2.8ghz. iMac alu. 20" C2D 2ghz. iMac 20" CD 2ghz & Cube 450mhz. Website

  6. #6

    Join Date
    Jun 2011
    Location
    perth
    Posts
    11

    Default

    @steeley admitedly, i wore casual (maybe slacker-ish clothes at my first try with the MacBook Air). lol. it was full on work clothes and the go for my iPhone and subsequent MacBook Air thingo though!

    @lutze staff are also given the ability to waive or discount the $250 fee for replacements (according to what i've read extensively about the subject matter). most of the stories i read did not involve anyone fibbing about it and 2 cases of what i know of involved friends who just walked in saying, "i broke the screen. what do i do?" (that's a very judgemental thing to say btw. which is exactly the treatment i got at the apple store). i'm complaining about the service in general and not just about the iPhone screen breaking. notwithstanding that, it is a fragile device. 20cm drop to a carpetted floor. i've seen toughter tofu in the block! (i kid)

  7. #7

    Join Date
    Sep 2008
    Location
    Melbourne
    Posts
    567

    Default

    Quote Originally Posted by Lutze View Post
    Laugh? I nearly shat.
    I know this is off topic... but I love the Derek and Clive quote.
    | Alumimum iMac - 20" - 2.66Ghz | 13" MacBook Pro - Unibody 2.26Ghz | iPad2 32Gb WiFi | iPhone4 16GB | iPod: 2G Touch 8Gb, 2G Shuffle, 4G 20Gb | AppleTV |

  8. #8

    Join Date
    Jun 2008
    Location
    Perth W.A
    Posts
    647

    Default

    Quote Originally Posted by Lutze View Post
    Apple policy is to offer a replacement device at $250.

    The store and staff member has done *exactly* what he / she is meant to do.

    If you don't like it I'd love to hear from you about similar getting any other smart phone device replaced by the manufacturer. Oh wait... you can't got into any other manufacturers stores and get DIRECT service from them - you need to send your phone away for weeks on end to the *network* provided repair centre where they will tell you it's broken and you need to buy a new one.

    You are complaining about breaking something that costs ~$800 to buy and being offered a replacement for just over a quarter of the price.

    Laugh? I nearly shat.

    As for anyone else that get's their device replaced FOC after they broke it - I'd bet that most of them fibbed about how it got broken.
    Mate have a bit of compassion.

    It's pretty obvious that the OP cares about the phone. I have heard of plenty of stories - and seen it with my own eyes where people have gone into an apple store with more that a crack on their screen and had their iPhone replaced for free.

    My mother for example had hers replaced at the Perth store free of charge (FOC - for those who weren't aware) because she was honest about how she cracked the screen (as I note the OP was honest also).

    Genius' don't always do *exactly* what they are meant to do. It's called discretion and good customer service. Unfortunately the OP got a Genius that seems to be (as you are) a pro literal interpreter of the rules. The OP wasn't complaining about not getting a free replacement.
    iPhone 4 32GB
    iMac 24" 2.4Ghz 2GB

  9. #9
    Lutze's Avatar Lutze is offline Yatta!

    Join Date
    Mar 2007
    Location
    Ellenbrook, WA
    Posts
    6,102

    Default

    "Perth Apple Store is Horrible"

    No, not complaining about not getting it free at all.

    So far I've dropped my naked iPhone onto concrete, metal and tiles. It still has no cracks. I have a person at work who has dropped his company provided device 4 times. Each time it's broken. Once with a very stiletto heel type crack.

    The rules are there to protect you the consumer and them the retailer.

    My MacBook Pro SuperDrive appears to have crapped out. It's now 6 weeks out of warranty. I'll ask in store what the go is, but don't expect me to post a cry baby story on the forum about how they are horrible.
     iPhone & iPhone 3GS, Macbook Pro 17" C2D 2.8ghz. iMac alu. 20" C2D 2ghz. iMac 20" CD 2ghz & Cube 450mhz. Website

  10. #10

    Join Date
    Jun 2008
    Location
    Perth W.A
    Posts
    647

    Default

    I suppose you are very lucky!

    I've had my phone replaced twice under warranty - for which apple could have easily sent my phone away for repair.

    I do agree that the rules are there yes to protect the consumer and apple themselves. I was posting to highlight that as far as I am concerned with my experiences and my friends experiences it seems to be the norm that if you are honest and friendly (don't go in raging about how you want a free replacement) then you will most likely get a free replacement.

    And yes it seems this thread was created for the purposes of a bit of a whinge.

    I bet Lutze if you don't even mention a free replacement for your super drive - and you act like a normal person, that you will get a replacement.

    The staff at the Perth store have always been friendly and more than accommodating for me. I suspect they are like that for most because Apple prides a good customer service history.
    iPhone 4 32GB
    iMac 24" 2.4Ghz 2GB

  11. #11

    Join Date
    Jun 2011
    Location
    perth
    Posts
    11

    Default

    @lutze it is a whingy thread admitedly. but as lama323 pointed out. i'm not complaining about not getting it free but on the overall experience that i received from both the incidences for my iPhone 4 and MacBook Air. you seemed pretty fixed only on the iPhone issue? with the iPhone 4, i didnt expect the genius to empathize with me or anything. i was just hoping for some leniency considering so many people get it foc (i was, as mentioned, just expecting a sorta discounted rate on the $250 fee considering that i essentially only needed a glass screen replacement. they took my old iPhone 4 and probably replaced the glass and made $ selling it refurbished).

    mainly boils down to the fact that why so many people gush over apple store's service. they go beyond the call of customer service. which i guess, was what i expected to an extent. leniency and not to be treated like a criminal when i wanted to spend more $ with them (ref MacBook Air). i don't think anyone will go ballistic over their customer service had all of them only been going, "policy says this, so that's how it is. you broke it? too bad mate".

    you're very lucky indeed to have never cracked your iPhone upon dropping it to concrete, metal, tiles etc. i'm assuming it's not an iPhone 4 as i've never read anyone not having a smashed screen upon dropping it on concrete.
    Last edited by 19101984; 29th June 2011 at 12:56 PM.

  12. #12

    Join Date
    Jan 2004
    Location
    Perth
    Posts
    2,998

    Default

    Yeah, I'm pretty sure that most people who brag about having dropped their iPhones without damage are lying or at the least exaggerating. The screens are pretty fragile, if they get hit with any amount force then they're gone.

  13. #13

    Join Date
    Mar 2006
    Location
    Western Australia
    Posts
    967

    Default

    I actually managed to drop my iPhone 4 from waist height onto a tiled floor. I went to slip it in my pocket but obviously being careless and missed. No idea what angle it landed but it was face down on the tiles and went to pick it up KNOWING it was cracked. Picked it up and it was fine. I can't even spot a dent on it??

    Slightly off-topic but they can take hard hits and not break and apparently take softer hits and break...?

    In response to part of the original post - if the laptop were stolen, you were a criminal and it was your credit card or original payment what would you say if the Apple Store let the transaction go ahead? It's an odd situation and they were right to be suspicious/careful about it.

  14. #14

    Join Date
    Jun 2011
    Location
    perth
    Posts
    11

    Default

    @macman142 you have a valid point in regards to the stolen laptop issue except that i have the receipt, box, everything as it should be. only difference is the purchase was done by a credit card which i have an email verification from the owner of the credit card saying, "yes, it's cool. he's not a hobo thief" (written in a similar format somewhat)

    oh. and another thing (not a jab at ya, steve). apple receipts often have your email address on it. the email address which i subsequently showed to the manager on my iPhone as mine. and even that was not a valid proof. go figure :S

    swinging the whole issue to perspective though. if the receipt and email that i held is not a valid form of proof, that's like going into a shopping mall for a shirt that was gifted to you as a present. assuming that the person is cool with you knowing the amount (especially if it's an expensive item;P), how likely will you expect the staff to say, "nope, credit card is not in your name"?

    turning it up a notch further. what did they solve by trying to deny me the ability to upgrade? if i was a thief, i'd still have the stolen laptop. the victim would not go, "at least i know that should the thief want to upgrade the laptop, apple will deny it. you go apple!". their stance did nothing but dissapoint a long time loyal apple user. especially when i have evidence and facts backed up.

  15. #15
    bennyling's Avatar bennyling is offline Resident News Monkey, Lover of Chocolate Cake

    Join Date
    Dec 2007
    Location
    Hobart, TAS
    Posts
    6,421

    Default

    Quote Originally Posted by 19101984 View Post
    turning it up a notch further. what did they solve by trying to deny me the ability to upgrade? if i was a thief, i'd still have the stolen laptop. the victim would not go, "at least i know that should the thief want to upgrade the laptop, apple will deny it. you go apple!". their stance did nothing but dissapoint a long time loyal apple user. especially when i have evidence and facts backed up.
    Look at the upgrade scenario from their perspective if you really were a thief, you would be swapping your week old machine for an upgraded model BNIB for a tiny, tiny price.

  16. #16

    Join Date
    Jun 2011
    Location
    perth
    Posts
    11

    Default

    @bennyling from their perspective, all i can see is, a) they make $300 more for the upgrade OR b) they don't make the extra $300. i'd like to re-iterate. the action that they did, has no imperitive on either apple as a company or the "victim" of theft (had i actually stole it from someone). either action that the manager take, the thief would still have a brand new MacBook Air, the victim would still be without his/her MacBook Air. if the manager had actually wanted to make a "difference" and go out of limb instead of just saying, "no" thinking that he solved a major crisis, he could've just get the cops to investigate. IF he had such a great concern.

    still goes back to the evidences that i presented to the manager that imho, is justifiable and concrete evidences of ownership. i'm not trying to apply for a home mortgage, i dont think i need my x amount of credit checks. i've provided adequate proof. maybe it's me but i felt that the manager was just trying to be difficult for the sake of being difficult.

    ps: out of the topic, but i love your "Computers are like a bicycle for our minds." quote on your website

  17. #17

    Join Date
    Dec 2016
    Posts
    1

    Default

    OK.This place should be shut down asap.
    Have apple care current.
    Short story,MagSafe 2 failed me on mid 2015 today,just recently spent almost $10k on iMac 5K,MBP mid 2015 15",iPhone 6,iPhone 6s and 2x iPhone 7's
    Previously had 2x iPhone 3 and one iPhone 4s.
    For the first time needed help ever.
    Front door guy was very polite and nice asked me to go and pick up new one for free and see guys in Genuis bar.
    Asian apple store kind of supervisor told me i can't do that need to go to another area.
    Waited then another apple guy told me that they can't help me as they don't have technician to look at my charger today!!! Yes!
    i explained,it is not working,thats all need new one replacement.
    He insisted if I checked if it was charger,so he needed tech so asked me to check one of their chargers,so i did and it worked.I returned he said I ll need to buy new one cos I bought my laptop in Sydney and not in Perth.
    I insisted I have current Apple care.He then replied no it needs to be looked at by technician first and he is not here but we can not replace it.
    So I went to front door and explained to front door person and he said he was sorry and he is with me,but he mentioned apple care won't cover everything.
    It covers cracked screen and physical damage but not other stuff,i insisted no it doesn't cover cracked screens on mbp but on iPhone instead...by then i had enough....
    Complained at Apple support online and they said it needs technician to determine if my my MagSafe charger was damage in away that was covered by warranty even if i had apple care.
    I explained that it is obvious there is no physical damage,but asked what does Apple care cover then??
    He said it depends on technician opinions....
    What can i say....to me this people are pure peasants and amateurs it is disgrace for Apple...
    Before I hung up i mention if i paid $10 for toaster in any Kmart store I would have been way better looked after then for spending over $10K in less then year...
    The worst experience ever...it is genuine complaint and my serial number of my mbp is C02QJ6LTG8WP

    I went to Apple last year cos all the hype about service etc now any Windows kicks its ass and Android phone...and this kind of service is not great sign of Apple at this day and age.
    And Asian supervisor lady she was way to rude even for the Asian standards.

Tags for this Thread

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •