Apple Australia

⭐ 1 star: Poor service, conflicting information, and a manager (OLIVIA) who wouldn't listen I've used Apple products for almost 15 years and have lived in Australia for over 10. I've never had an experience like this. I booked a repair appointment at Apple Doncaster and told them in advance that my phone's charging port was faulty, it wasn't… Read more

charging, and it was overheating. When I arrived, staff confirmed it needed repair but said it couldn't be done today and I'd have to come back tomorrow before 9am.

I explained that I'm a support worker with a shift tomorrow morning and need my phone for maps, contacting people, and the work apps I use to clock in. I also live in Pakenham, over an hour away, and can't get home without a map. I asked for the repair to be done today, or for a loan phone, or for the faulty phone to be replaced outright.

The staff member told me they didn't have a loan phone today, which suggested one might be available tomorrow. When I asked the manager, OLIVIA, whether I could have a loan phone if I came back tomorrow, she abruptly said they don't offer loan phones at all. I pointed out that this contradicted what her own staff member had just told me, and she didn't address it. I still don't know which answer is true.

OLIVIA didn't listen to my situation. She repeatedly cut me off, kept saying she couldn't help me "individually," and smiled while making it clear she wouldn't change her answer. I asked her to imagine needing a phone for work and what she would do in my position. Her response was, in effect, that she didn't care about me. When I asked what she meant, given that I have a job and a client I'm responsible for tomorrow, she offered no explanation and no solution.

When I said I was so upset with how I was being spoken to that I wanted to speak to another manager, OLIVIA refused, saying I could only deal with her. I was left with no way to escalate in the store. I felt dismissed and disrespected, and as someone who values how diverse and welcoming Australia is, I felt the way she spoke to me was racially biased.

Good customer service means listening, giving consistent information, and trying to solve the problem. None of that happened here. I've escalated this to Apple customer service, and I'm posting so others know what to expect. A manager should treat every customer with respect, and a customer should be able to ask for another manager when the first one isn't helping.

Purchased a new iPhone 18 recently via Afterpay 24 month plan and the process was fairly simple. Only thing that prevented me from giving 5 stars was that with the Afterpay option, you can only use a debit card for the monthly payment and not a credit card. A bit of fumbling later, I worked that out and had a debit card on hand luckily. The… Read more

pickup at the physical Apple Store Perth was seamless. However also note that the selection for pickup days run on a 3 day cycle so if you see your future date that you want to pick up unavaiable, come back the next day to order. The email to confirm pickup time and date came the evening/night prior to pickup. Upon arriving, I was met and directed to the pickup counter where a staff member handed over the new phone after a short wait. I did not use the Genuis Bar to transfer from old phone to new phone as this was a relatively simple process.

Laptops (standard models) not in stock, lead time 2+ weeks, delivery service via DHL marred by inconsistent communication and dead ends, such a waste of time and stress. Apple phone team were empathetic but didn’t really modify the outcome. Show details

The Apple Store Booragoon business model appears to have changed. I rarely go there because I can usually sort out my own issues. However if I ever… Read more

had a minor issue that I couldn’t resolve, the greeter would be more than happy to fix the issue in seconds. On two occasions recently, I have had a simple question to ask the greeters about an issue I was having. There was absolutely no interest displayed. The quite aggressive response was ‘where can I direct you to a product related person’? Clearly it’s all about selling. I have directed so many friends of mine there but won’t now. What a shame. I probably will go elsewhere to make my purchases too from now on.

Appreciate that saying HAVE A NICE DAY is void of any sincerity and is very condescending when your dismissing a customer - do I have to tell you that? I recently had a deeply disappointing experience at the Apple Store Bondi Junction Genuis Bar… Read more

when trying to resolve a fault with brand new AirPods Pro 3 (purchased from JB Hi-Fi at Sydney Airport). From day one, the volume control on the stem was faulty. Following Apple Support’s advice, I booked a Genius Bar appointment, expecting straightforward service and a solution.

Instead, the technician admitted there was a visible problem but said diagnostics reported “no fault.” When I asked him to confirm this obvious fault to the manager, he seemed intimidated and would not repeat his statement. The store manager, Ms Gabrielle, refused to let me demonstrate the issue—declining the opportunity to see the problem firsthand, and saying I should wait hours to see another technician or make a new appointment into the following week. Not interested in seeing the issue in a 10-second demo. So arrogant and dismissive - she was enjoying it a bit too much.

I was left feeling completely dismissed, stonewalled, unsupported and antagonised with a sarcastic "Have a nice day". Customers should not be treated this way, especially when the fault is evident and easily demonstrated. Apple’s reputation is built on trust and service, not dismissal and corporate stonewalling.

Apple, please take note—this is not the standard your community expects or deserves.

#Apple #CustomerService #AirPodsPro #AppleBondiJunction #Disappointed

I purchased an iPhone 16e from Officeworks Osborne Park in February 2025. From the very beginning, the device had persistent network and connectivity… Read more

issues.

I took the phone to an Apple Store in March 2025. Diagnostics showed no fault. I even allowed remote screen sharing for further diagnostics, but they still claimed the device was fine.

Following Apple’s advice, I changed my mobile provider, but the problem remained. The same SIM card works perfectly in iPhone 7, iPhone 12 mini, and Android phones — only the iPhone 16e is faulty.

In April, Apple sent me a replacement device, but the same issues continued.

In July, I returned to the Apple Store. They tested the phone again and told me “there’s nothing wrong.” They refused to offer a new replacement or a different model.

Apple claims they are still investigating the issue — but it’s been over 5 months.

I even contacted Apple’s executive team ([Name Removed]) requesting a different iPhone model — but received no response.

After 15 years as a loyal Apple customer, I am deeply disappointed. Apple failed to take responsibility and provide a proper solution.

Rundle Mall Adelaide for Battery Replacement iPhone 14 Pro. $169 cost including gst X 2 units over two days. Only 3 hours wait each day but with appointments made day prior via Apple Service App. Very good work for both my phone and my wife’s. Very timely and effective. A new battery for each iPhone 14 Pro was installed. The batteries are both… Read more

going excellent like the phones were when new. We have replaced these batteries at 3 years phone age for both. Great customer service skills and genuine and helpful delivery by all employees. Highly recommended in my opinion and would definitely return in the future. Well done Apple Australia!

Big plaudits for the Apple Support line after I stuffed up our Apple TV. Not only was my call answered really quickly and the AI assistant made sense, the human woman I ended up speaking to was really clear and really helpful. While I hope I (or you) never need to use Apple Support again, it's an excellent service! A rarity. Show details

I dropped by the Canberra City Apple Store to sort out a minor problem with my iPhone 17. John (from Manila) greeted me with a smile, listened attentively to the problem, and fixed the problem in five minutes. This guy was simply magic and deserves to be nominated as the employee of the year! Thanks John!!! Show details

I rarely leave negative reviews, but my experience with Apple Doncaster over the past several months has been extremely disappointing. I originally brought my MacBook Air to the store for an intermittent trackpad issue affecting only the lower-left corner of the trackpad. The device was fully usable and the issue was relatively minor. After… Read more

assessing the MacBook, Apple advised that the trackpad would be replaced free of charge and asked me to leave the device with them. What made the experience even more frustrating was that Apple retained the MacBook for over a week, advised me that the repair was progressing and that collection was expected the following day, then on the agreed collection date informed me for the first time that liquid damage had supposedly been found and that the previously approved complimentary repair would now cost AUD 300.

As the MacBook was over three years old and remained fully usable, I decided not to proceed with the paid repair.

However, when the device was returned to me, the trackpad condition was noticeably worse than before. The issue was no longer limited to the lower-left corner and had begun affecting other areas of the trackpad.

I returned to the store and raised my concerns. The store manager acknowledged that the issue appeared more widespread and offered additional cleaning. After collecting the device again, the situation deteriorated significantly further.

The original issue had been a minor intermittent fault in one corner of the trackpad. The MacBook was now registering unintended clicks across the entire trackpad surface. Even simple cursor movement or light touches were sometimes interpreted as click actions. Files and folders were accidentally selected, dragged or moved during normal use, making the device extremely difficult to use.

What I found most frustrating was the response. Multiple staff members verbally acknowledged that the trackpad behaviour was now different from the original issue, yet no practical solution, repair, compensation or goodwill assistance was ever offered.

I later sought an assessment from another Apple Authorised Service Provider, who verified that the fault affected the entire trackpad surface. Even they appeared surprised by how the matter had been handled. The difference between the originally documented issue and the final condition of the device was also reflected in the service records.

I subsequently escalated the issue through Apple Customer Relations and followed the process all the way to a final decision. Despite the original issue being documented as a lower-left corner problem and the current issue affecting the entire trackpad surface, Apple ultimately declined to provide any remedy.

What disappoints me most is not that Apple declined the repair. It is that I provided Apple with a MacBook that was fully functional for everyday use and received it back in a significantly worse condition, yet nobody was willing to take ownership of the outcome or restore the device to the condition it was in before Apple retained it.

Apple Doncaster currently has one of the lowest review ratings among Apple Stores in Melbourne. Based on my experience, I can unfortunately understand why many customers have felt dissatisfied.

Communication was inconsistent, expectations changed throughout the process and despite multiple visits, escalations and an independent assessment, I was left with a device that is substantially less usable than when I first brought it in.

As a long-term Apple customer, this experience has genuinely made me question whether I want to continue investing in Apple products in the future. What concerns me most is not the technical issue itself, but the apparent lack of care, accountability and common sense shown throughout the handling of the matter. When a customer leaves a fully usable device with Apple and receives it back in a significantly worse condition, I would expect somebody to take ownership of the outcome and work towards a fair resolution.

I cannot recommend Apple Doncaster based on this experience.

If I could give 0 star review it would be more than what they deserve they take your money and play games with your order treats their value customer so bad wasted 2 days only waiting plus not sure how much longer I will be waiting for to receive the order and they have no answer all you need to do is wait for updates bc their team are unsure to answer simple questions plus they lie

Apple has done it again. As most Apple users know, upgrading its software is essential. However. this time it would appear Apple has made a huge blunder which is affecting millions of global Exchange users. Is it deliberate? The blunder involves… Read more

the fact Exchange hotmail.com email addresses must use is no longer working post its recent upgrade. Apple has cut our lifeline, making it impossible to connect with Microsoft Exchange by removing our ability to send and receive emails on our computers. Furthermore, Microsoft willl not allow those using Apple Exchange to log in to attempt to fix it. Everything was fine until I upgraded 27 today at the Apple Store and it was not until I returned home, that I noticed the problem Oh Yes, those of us who use Personal Hotspot cannot use their data to upgrade software any more (another Apple blunder). After this upgrade I can no longer send or receive emails on my MacBook Air. It is devastating. I worked most of the afternoon with AI, in tears trying to fix it and it proved impossible, Ai has confirmed it is a global problem. My question to Aoole is: Why did you not warn your loyal customers you were cutting our lifeline? Why is it taking so long to fix the blunder with an urgent patch? Perhaps this is intentional. Apple please do something to urgently fix it, as your support workers are blaming the other side..

They quoted me $1400 to fix my 2021 M1 Pro 14 inch, after it failed to turn on after a shut down. They wanted to replace the motherboard, battery, touchpad, keyboard, and the SCREEN for no reason at all. I got a third party repair done at a fraction of the cost, and all they had to replace was the power IC chip. There was nothing wrong with the… Read more

battery.

There was nothing wrong with the trackpad.

There was nothing wrong with the keyboard.

And there certainly wasn't ANYTHING bloody wrong with the screen. At the Apple store the "genius" told me that in repairing my laptop they might brake the screen so it will need to be replaced? What on earth?

To make matters worse, when the third party technician first opened the machine, they immediately noticed that the locking clip on the ribbon cable for the battery had been broken. At the Apple Store, they took it out back to diagnose, when they came back they said it powers on with the battery unplugged.

So the "genius" at Apple broke my bloody battery ribbon cable! This isn't even something that can be fixed, so now I have tape holding that cable in place. Ridiculous.

It is incredibly environmentally irrespsonsible to "repair" a machine like this in the way that Apple suggested. Wanting to throw away and replace every single internal component as well as the god damn screen for no reason.

It is completely unfair and in my opinion malicious towards the consumer that Apple wanted to charge me $1400 for a simple repair that was eventually done elsewhere at a fraction of that cost, and without replacing anything except the one part that was ACTUALLY broken, the power IC chip. And to top it all off, irreparably damage my machine in the diagnostic process.

It is obvious to me that Apple has these insane repair policies to insentivise purchasing a brand new machine, instead of overpaying for the "repair."

I should also note that had I paid the $1400 for the "repair" I would have lost all of my data. Even though they said themselves the system powered on with the battery unplugged, they will not make any attempt to recover data from the drive.

This has firmly lead me to swear never to purchase an Apple product again, and to recommend everyone in my life to avoid Apple at all costs.

I have purchased my last iPhone - I’m done. After signing-up to a free trial on Gramarly on my iPhone only, Gramarly has tried to charge $219 annual subscription fee against my bank account. As I was unemployed, there were no available funds to cover the annual subscription fee, so Apple have blocked my ability to upgrade my critical everyday apps… Read more

( which were the original features and benefits of having an iPhone), essentially rendering my iPhone useless to me. When trying to obtain support from both Grammarly and Apple, I have just gone around in circles. The fact that Apple can just block access to the Apps on your phone due to a charge you were not expecting is ridiculous. Especially when the whole premise of the phone is to rely on the Apps. This is the final nail in the Apple coffin for me, I will be moving on to another phone and severing my decades long relationship with Apple!

Could not be unhappier. Worse customer experience from Apple. I bought a new iphone 17 pro max online. Camera had issue so organised repair via australia post as i live in regional, vic. I sent in my iphone following their instructions and their shipping label. The auspost tracking said it was delivered a few days later. That was over 2.5 weeks… Read more

ago. My support ticket was never updated this whole time and now they can’t find it and all I get told is just wait and keep waiting and wait some more with zero update on where my phone is! Even the “customer relations” person my escalation is being dealt with can’t appear to relate to a customer. What a shame- Apple used to be excellent back in the day. Now it seems they are great when you buy something expensive and sparkly but forget it if you have any issue with a device. You can’t get any answers! You can’t even speak to someone that appears to understand anything about your case. This experience makes me feel like I’ve been victim of some shady scam company wanting to steal your iphone and quite frankly theres no reassuance from anyone that has put my mind at ease about it not being one!

Couldn’t buy the watch and got trapped in Apple’s automated support loop I tried to purchase an Apple Watch that appeared online, but both delivery and in-store pickup were unavailable. The website did not clearly explain whether it was out of stock or unavailable in Australia. When I contacted Apple through Messages, the automated assistant… Read more

repeatedly sent me back to the same purchasing page instead of answering whether the watch was actually available. After wasting considerable time going through the same loop, I was only told that live chat was closed.

Apple’s online shopping process was confusing, frustrating and unnecessarily time-consuming. I eventually gave up and purchased the watch from another retailer. Apple needs to show accurate regional availability and provide customers with a straightforward way to reach a real person.

A senior advisor Andrew finally realised that the problem could have been avoided with a new adapter and a new cable , he was spot on as a replacement sent to me has solved the problem of my iPad not charging , this could have been fixed ages ago but it has taken nearly 12 months of negotiations Show details

They don’t have any human recovery team. So they control your data the way they want-don’t use apple. I am going to start using android from now on. Also I have only ever used IOS my entire life and can say it is getting worse day by day.

Went into Apple Penrith store on Wednesday July 8 to ask a range of questions about Mac’s and iCloud amongst other things. We were greeted by Tara who was extremely knowledgeable, helpful and patient with us when she had to explain things several times. Our experience was first rate and we left with the Mac that was going to best suit us. Tara was delightful, full of personality and encouraging, all of which helped to make our visit positive. Show details

I went into the Robina store intending to buy an Apple Watch Series 11 (46mm Natural Titanium). I had previously spoken with Apple Online support about a price match, as JB hifi had it $1159 and was told they can match to $1206. They ask if I wanted… Read more

to order, I asked if how long and they said it will be 1-2 days, then I asked if the watch is stoked in apple stores to which they replied all stores have apple stock, so off I went to the closet one, Robina. Only to then find out they can’t price match to the quoted online store value, though there may have been a misunderstanding on the phone about whether the physical store could honor the online quote, the in-store handling was very frustrating.The store manager explained that because the competitor's deal was "online-only," their computer system strictly blocked them from matching it to the online price, He told me it would be better to just buy it from the competitor instead. He even pointed out that they had the watch in stock right then, and that I could buy it at full retail price if I didn't want to wait for shipping.It felt incredibly greedy and indifferent to tell (me) a customer to either pay full retail price or leave empty-handed.Their absolute lack of flexibility ultimately forced me to leave and order online. So they lost a sale. I ended up purchasing the exact premium 46mm Natural Titanium watch online through Woolworths instead for just $994.75. Even though I had to wait a few days to get the product delivered, it was completely worth it to save $344.25 compared to Apple's in-store price. Or the online quote, If Apple’s own stores Managers are going to actively advise (me) a customer ready to buy, to buy elsewhere rather than solve a customer service issue, it really does make more sense for one to give your business to other retailers that sale the same product (as you get same warranty). Apple your sales logic makes no sense other than exploiting a customer an being greedy as this premium product from any other supplier is online order only (not stocked) but they can order and sell cheaper then the actual store.