Reviewer Photos & Videos
Poor customer service
I booked an appointment to buy a new iPhone at the Maribyrnong Highpoint shopping centre last Saturday. My appointment was at 11 o’clock for a 15 minutes slot. I was on time and they made me wait for 25 minutes before I was let in the shop. Once in a guy by the name of Jay approached me. He was not welcoming, nor smiling. I said I wanted to buy an iPhone, he replied very coldly : there they are. I said can you talk me through them. He replied
they are all the same the difference is just in sizes. I felt like every question I asked him he had...
It doesn't need to be this way
The easy part was placing the order for an iPhone online and opting to pick up from the local store. Chose the 15 minute slot before 5pm, and now wait for the text/email telling you it's ready to collect. Store closes at 5:30 and still no text at 5pm. So, hoof it down to the store. The "greeter" on the door can't help but make a clever remark as he asks for photo id. You're told to wait outside while they go get your new iPhone. Some welcome eh? Out comes the guy with the phone. Hands it to you, no words of thanks. Off you go mate.
At 6:30 ...
Superbo service with Ben
Couldn’t have been happier after my visit to the Highpoint store in a wheelchair this morning...had an appointment, wheeled straight to desk with Ben and my old clunker iPad from Vietnam, prompt diagnosis, super friendly and laughed at my Baby Boomer jokes and made light of my expertise.(lack of !). Out in a flash and had lunch at a great joint he recommended as a personal fave....no kickbacks ! What’s not to like ?
Worse than Telstra
Visited Apple Store Carindale with damaged product (covered by AppleCare).
Advised that an appointment was needed (no specification as to the type of apptmt) and also advised an incorrect price for replacement of ipad.
Went home, made on line booking for a new ipad because thats what I wanted and there was no obvious option for replacement (its not a repair, but later i was to find out that this was the option I should have selected- silly me its replace, not repair but duh)
Showed up at apptmt time and waited 15 minutes to be served. Upon bein...
In app purchases
I downloaded a free app for my son, however, it had in-app purchases which he accidentally clicked and bought. I rang apple store, but after spending 1 hour on the phone the customer service person couldn’t find my apple id. He told me what reason to select from the dropdown box and submit. It got declined the next day. When I rang customer service to put a complaint, they couldn’t find my record. Shame on you Apple! Some of your online staff are STUPID!
Complaint Apple Highpoint Store ( Maribynong) VIC
Apple store complaint
I visited the Apple highpoint store in VIC on the 28/Jan around 3.30 PM in regards to iPhone 12 Pro silicone case exchange warranty issue.
Was served by a lady cacusaian medium hair length blonde. Approached and advised the case was bought on the Jan 05 /2021 and started to show signs of failure within the case in particular splitting and volume up and down button area component protruding bit outside which is abnormal . I explained that this is unreasonable quality and a manufacturing defect , the lady replied, this i...s normal wear and tear, how can it be wear and tear and normal as it has only been used under 30 days and does the product in this instance (iPhone case) does not come with reasonable quality and should be lasting a reasonable period of time not 30 failure within 30 days? She had a quick chat with the manager -male , came back and told me nothing they can do . I said fine, can I at least talk with the manager to explain bit more in-depth explanation, she refused, gave the same answers back and in the end did not even ask the manager. She said she cannot help me and ask me to leave the store , this is a very rude and bad customer service , have I offended anyone here? , I have not sworn or say anything to anyone , all I request is reasonably to have a quick chat with the manager in charge. She said im wasting everyone’s time , with the amount of products I have purchased from Apple store before I am very appalled by the negative experience this sales staff has replied to me in. I don’t blame the manager as he is doing his only thing, but at the very least the lady serving me needs to learn some people skills and learn to have empathy towards customers. I said okay no worries, I will have a chat with ACCC and make a formal complaint, I kindly asked name of her and the manager’s name but did declined. Hence, I walked out of the store and the lady spoke to the security guard and said “ do not let this guy come again, they are all like this “ . At this point I am very upset and have left the store and I felt racially discriminated as why does she need to use the word “ They are all like this “, don’t let him in again” . As a customer, I have not even shouted or yelled at anyone, but spoken in a reasonable way, I am very upset by this and wants the store manager in charge or Apple to get in touch with me directly to solve this complication. I went home, talked to apple advisor, sent them a pic of the phone photo, they will mail the iPhone case out due to warranty defect, where is Apple’s customer value and pride is this how everyone should be treated especially by this lady , representing the “APPLE brand” ??
Zero online service
I ordered an iPad online on 22/12/2020 (although Brisbane city store is 3km away from my house) due to covid restrictions. In fact it’s for my son for his school as his school starts on 27th January and school uses iPad only. During the order it said it comes within 3-4 weeks.
Today is 23rd January and I haven’t received it yet. However I got an e mail saying its was shipped on Wed, Jan 20th and its coming from Nanjing-Jiangning, China and will be delivers 02/02/2021 by Standard Shipping. Seriously from China when the store is 3km away??????
Why make an appointment
Made an online appointment 1 week ago, arrived early but told to return 5 mins before, have now been waiting over 20 mins past my appointment- unacceptable service. Come on Apple!
Shipping and complaint handling
Bought apple product online , but was shipped somewhere else , I had to follow back myself and had to go to the depot to collect myself instead of rescheduling it, seems like downfall of apple has begun
Super fast when buying, non-existent when you require support
i bought a macbook pro and within the first 6 months I had to replace the screen and the keyboard
when the screen failed for the second time I complained and they agreed to a replacement.
Before doing that they made me spend an hour online with a technician followed by an instore examination of the computer to confirm the fault.
Following that I spoke to 3 different "senior advisors" at Apple, each time having to explain what the situation was.
They promised a courier would come to collect my MacBook in a week's time (on a Friday).
Do Not buy Engraved Devices from Apple online store.
I Have ordered an Ipad with free engraving on 16/12/20. The apple online store estimated it would arrive on 8/1/21. I was fine with all of that, comes the 11/1/21 I called tracked the package is still stuck in china as per the tracking. I lodged a case with TNT apple's courier and they could find out where the package is. In the meantime, Apple tells me it is stuck at customs. I have lodged an investigation with apple and apparently, they will get back to me. Unfortunately, no one from apple and TNT got back to me I am always chasing them. They...gave $150 off the price but it does not change the fact that no one knows where it is and when will get to Australia. The devices is need to the school year which I am sure it wont be here by then. There is no one to handle real customer issues both organisations that actually helps. There isn't even a complaint manager to handle my query.
They took away the pinching fingers emoji therefore this is horrible
I haven’t been able to navigate anywhere
It was ok would have been amazing if the emoji was still there
The reviewer stated that an incentive was offered for this review
Apple Chat Support
tl;dr - don't use Apple TEXT CHAT SUPPORT service. Soooo bad.
The reason I'm writing a review about Apple support txt CHAT (as opposed to Phone call support) service is because I am just so gobsmacked how poor it is in comparison to Apple's historic excellent service levels.
For the simple replacement of some AirPods, I was disconnected three times and then was finally put through to a supervisor – which made it the 4th Apple representative I had to speak to. The process took over 2 hours and then they said someone will call you back and just disconnected. Unbelievable. Whats up Apple???!
- Physical store
Apple Canberra is terrible
I booked a shopping session on Saturday, 2 January 2021, 11:45 am - 12:00 pm to trade in my iPhone X and purchase iPhone mini. The sales assistant did not know anyting and had to ask everything someone else and he looked like he wanted to get rid of me, but he couldn't find the reason. Finally he found one, he asked me if I had physical driver's licence that they needed for a trade-in. I said that I have digital licence, he then looked happy and relieved and said that unfortunately they cannot do a trade-in without physical driver's licence. In...other words, Apple do not accept valid form of digital ID. Apple Canberra wasted my time as if it was nothing. They did not mention during booking process that they will require physical licence for a trade-in and that Apple do not accept digital driver's licence. Shocking!
Worst Customer Service
I don't know where to begin from but apple have the worst customer service in this world. They are liars and mislead people so much by providing incorrect information. I bought Iphone 12 128GB which later i wanted to swap with 256GB(within 14 days). I made number of calls and was given completely incorrect information from day one. I had to buy new Iphone12 256GB as apparently they had no option for me to swap the phone. Now i am trying to return 128GB and they are treating me like animals. Its been more than a month and i am still no where near getting my money back. Worst worst customer service in the history. Shame on you Apple
After filling up my details and iPhone details , my preference on date and appointment time for collecting my order was changed to a post office.
This is the second time I spent too long time trying to buy a new phone.
There is no an email address to reply.
Very disappointing, especially for seniors that need a bit of support
Child Mistake cost $926 - Partial Refund
On the 12th December 2020 my son had a few kids over for his birthday. Unbeknownst to me they worked out my Apple ID and made over $900 worth of purchases (50 different purchases) between 11am-5pm. I 1st noticed at 5.15pm and immediately made a dispute as it was obvious it was a mistake! There were around 50 transaction made in that time frame!
After hours on the phone I got nowhere! I though that by explaining to a human, they would understand the story is legitimate mistake.
Apple has pretty much stolen $631! It's criminal behaviour. I've bought over 20-25 devices from these people and this is how I get treated for product loyalty!! Not to mention I use them in my business!! Terrible!!
Apple Support - impossible to access
My Mum is an elderly person in aged care and needs some help with her Apple iPhone. While the online support people have been kind and courteous, they have not resolved the issues so I wanted to book an in-person appointment for her at an Apple store. Firstly, it was very difficult and time consuming to find a phone number. Then, when I spoke to the person they said they could not book the appointment as there were none available in the current week and they couldn’t access the calendar for the following week. They suggested I call back again n...ext week and try again. I suggested that since I had already phoned, perhaps they could call me back once the calendar opens up to help schedule an appointment. They took down my details but have not called back. It seems that as they have their money already, there is no need to provide accessible support. This is not sound business practice as Mum would have bought a new phone if she could get support for transferring her contacts and photos etc. Why have a Genius Bar if people can’t get an appointment to access it? Then Apple sent me a customer satisfaction survey with no space to write my concerns or suggestions so all they could learn was that I was dissatisfied but not what the problem or potential solution was. What a waste of time and resources.
I bought a new iPad Mini 2 and I am still waiting for it after 5 weeks! Very poor service, Apple really needs to step up its customer service. Very disappointing! Please step up your game!
Products overpriced and do not match advertisements
After years of being a loyal customer, I am amazed at how the store responds to faulty products. I brought a brand new Apple Watch which was advertised showing a drill on the glass and not scratching. I went in the creek and somehow the face had numerous scratches to it. Took it back to the store to say it is meant to be scratch resistant and was just told, okh you hav scratched it and Refused to swap or repair. Also, my battery expanded dangerous out of warranty and was told just get a new phone. Terrible response to faulty products.
Questions & Answers
Will Apple users be so broke from their faulty Apple products that they will soon have online help groups where they swap parts and cry into each other’s coffee about being suckers?
Don't get sucked in by Apple's Interest-free option of "Latitude". It costs $4.95 a month in fees. I am so disgusted I'm going to the Ombudsman about it.
The loan is interest free, however the monthly fee of $4.95 is commonplace in the finance insider for all loans, both small and large (even zipper do this).
Perhaps read the terms and conditions below complaining.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.