We bought our very first Apple phone from the store and it wasn't anything extra ordinary. I mean the associate knew what they were talking about, but at the same time we knew what we came in wanting to buy. So it was a quick exchange of words and we just purchased it. Nothing bad or going above and beyond. The prices are expensive at Apple, but that isn't anything new or we did not know about.
I am a Mac owner and user and my experience purchasing my MacBook at the Apple store was HORRIBLE.
First, since I was a student wearing backpack (which apparently means that I'm not a serious buyer) I had to search out an employee who would help me (which took 15 minutes). And then after choosing the laptop with the associate, she proceeded to attempt to sell me the AppleCare program, which I declined BECAUSE you have 1 year to buy it from the day you purchase your Apple product, so I wanted to think about it. After turning down her offering her whole attitude changed, she was not impressed and I could tell. (This may have something to do with the fact that, like most non-commission electronic stores, associates only make money off of the service plans they sell) So then she leaves me mumbling something about 'they're getting your computer from the back...get in line...' and goes to help another customer.
I get in line and wait 20 minutes (which is ridiculous in itself) only to get to another 'helpful associate' who offers me AppleCare a second time. Her response to my decline was much like that of the other woman, not impressed. She rings me through and I'm done, FINALLY. At this point, I'm not impressed at all with my purchase, but mostly because of the way I've been treated, I even consider returning my purchases, however...SURPRISE! when I look at the reciept it tells me that IF I want to return my Apple product it will COST ME MONEY?!?! I understand 're-stocking' fees but they want to charge me $120 to RETURN my new MacBook.
Being a student, there is NO WAY I can justify spending $120 to RETURN something. So here I am writing this review on my MacBook with a bitter taste in my mouth thinking about the horrible service and ridiculous rules at Apple.
There is a lesson here and it is: if you want to buy a Mac, buy it at FUTURESHOP where they take back products that you aren't satisified with FREE OF CHARGE for 2 weeks after purchase even after it has been opened.
I've been a mac user since I started using computers because thats what my parents had in the house. I am a strong believer of the product but since Apple has become so popular, their service has gone downhill.
I stand by Apple products but if you really want service go to an independent Apple retailer in the city. The service is quick, they have the same prices and selection and they are very knowledgeable. Not only is the Apply Store more expensive for service, it takes them much longer to get you your computer back.
I couldn't agree more with Artist. Alex and I both have Macs and other Mac products so we're here all the time. Though their products are cool, the service is horrendous. Hardly anyone knows anything there and the whole appointment making to ask a simple question is extremely annoying.
Once we came here to get an adaptor for a PowerPoint presentation. We showed them which laptop it was for and they told us which adaptor to buy. Turns out it was totally wrong. It didn't even fit. Worst of all, we bought it specifically for a presentation to a group of investors that day who must have thought we were morons. When we went back to the store we were helped by a different sales person who said most of his colleagues didn't have a clue what they were doing.
When I had to get the casing replaced on my Mac because I had one of the dirty ones, I had to make an appointment to drop my computer off. I was so annoyed. They make you book your appointments online which I had to do on their computers in store then go walk around the mall for 45 minutes before my appointment just so I could drop off the computer.
I just think they've really dropped the ball on customer service and as soon as other technology companies catch up to their coolness they'll get buried if they don't improve the service.
Apple products are cool, but I DETEST the service given at the stores.
Though they make amazing products, their prices and service compare waaaayyy lower to their merchandise! I hate how this place is always so busy! And the staff? Definitely not very helpful. The worst is the so called "Genius Bar". If you need something fixed, whether it is a laptop or Ipod, expect to wait a few hours with tons of angry people waiting in line just to talk to one of the two "Mac Geniuses". That is one of the things I find totally ridiculous. There are only 2 people working at the bar at once, all to service at least 30 customers at a time. Also, there is no such thing as walk in service. You have to make an appt online first, before you even go to the store. In fact, you cannot even call the store to make one.
When I first bought my laptop, there was something wrong with the speakers, so I brought in to be fixed. Not only did I have to wait 45 minutes just to talk to the Mac Genius, I had to leave it there and come back. This isn't even the bad part, it took them 5 weeks to get the parts and fix it, and even though they apparently did, the problem was not fixed. They ended up having to give me a new one anyway. All that waiting for nothing!
After that experience, I am much less of an Apple fan. I love my laptop, but I'm skeptical about buying anything from their store from now on.
I love the design of Apple, but their service can definitely improve. Another problem is that their products are cheaper because they are manufactured in China. This brings the quality down, my laptop had problems with it right away and I only had it for a week! I think you are better off going to an authorized Apple reseller. They are always less busy, and the prices are mostly the same. They will give you better service, that is for sure. My friend works at Carbon Computing on Queen St E and it totally is a different enviroment there.
These reviews are the subjective opinions of ChickAdvisor members and not of ChickAdvisor Inc.