Category: | Computer Store |
Address: | 5508 Walnut St, Pittsburgh, PA 15232, USA |
Phone: | +1 412-316-2460 |
Site: | apple.com |
Rating: | 3.9 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–6PM |
YI
Yi Xiao
In general most of the staffs here are very friendly and attentive. But I do have a very bad experience in this store. I had been an apple fun until I got my iPhone 6 Plus. The screen cracked for many times and I have changed screens for several times and swapped phones for at least 3 times since Jan 2015, of which many of them were performed in this store. Not long after I swapped my phone for the first time (screen cracked and device running slow within 1year), I need to swap it again within couple months of replacement, because the phone totally went dead(over heated and does not power up any more). I brought my phone to the store, the guy told me that its out of warranty. Even if i just got the newly replaced phone couple of months ago, since replacement phones only have short warranty. Even if the phone is defected, they cannot replace it for me....then I pay replacement cost again to get a new phone. 4 month later my screen is cracked again. I brought my phone here for screen repair. After my screen was replaced, I unlocked my phone. Suddenly there was some phantom touching going on. I did not touch the screen, but apps were opened and notification menu pulled off automatically. This issue has never happened to me before.Then a person came to assist me. The old guy doesnt want to admit this is caused by the screen replacement nor hardware defect. He kept saying that this is intermittent and I cannot reproduce it. By the time of phantom touch, another genius was sitting in front of me and he saw the whole false touching thing and he testified it for me. But the old guy still didnt want to admit. He then said this must be software issue. He asked me to erase my phone and set it up as a new phone. Dude, do you know how long it takes me to synch a phone from my iCloud backup?! If the same issue persist, you would probably say I walk out of the store and might have done something to the phone( he assisted me before and said similar thing to me when I refused to provide passcode for screen repair, and they dont guarantee quality if I insist doing so. This time I provided passcode). Then I asked him what if the issue persists after reinstalling the system, he did not give me any answer. I asked him to write me a statement if the issues persist, then Apple should be responsible for it. He didnt answer me. I was very angry and upset..Then I insisted I want to talk to the manager and then the old guy talked to the manager and they agree to replace a phone at their cost. While I was waiting for them to get the documentation thing done on tablet, my old phone screen started false touching again... How funny!!!!!! Somehow I think those replacement phones are refurbished phones as I noticed that there are minor marks on the phones. I noticed it for two times. This could probably explain why those phones become defective so easily?
MA
Mavis Kung
Poor service and long wait. Was very disappointed by the experience. I had an unfortunate event - a dropped cell phone with damaged screen. I went in with the expectation that it might be repaired. Unfortunately, that didnt happen. This isnt anyones fault, but mine. However, the poor service and long wait just added a lot more frustration. I had an appointment at 7pm on a Tuesday night. The store was not too busy at the time. Bob, however, was multitasking, signing me in and got my phone into the back store for repair while he was trying to help another frustrated customer. Needless to say, multitasking isnt a proficient strategy here. It took Bob 20 minutes to get the phone signed in and get to the technician for a repair job that might take another 30 minutes. 40 minutes passed and the other service agent came over to help out. Jason informed me that the phone itself was also damaged so the new display would not pass the test. Okay, Ill have to fork out more money. Not a good news but it is what it is! Jason brought over a new phone. He then left and said he was going to touch base with Bob to see if he can finish up the wrapping up things for me. Then, there is more wait. Jason never talked to Bob. I had to go over to Bob, who was talking to his colleagues about how to help the first customer who was there before my appointment. Bob was surprised that I approached him and said "Wasnt Jason helping you?" Since Bob was so busy, he solicit help from another associate to help get my new phone set up. By the time all was done, it was 8:30pm. If they just had paid enough attention to provide good customer service, I wouldnt need to spend extra time. (Btw, I had a toddler with me so 1.5 hour is really tapping her patience!!) It is beyond me why I would need to spend half hour just waiting for someone to help me get a new phone ready to go. I also do not understand why I would need to spend 20 minutes to just get my damaged phone looked at when I had an appointment and arrive on time. The store clearly lacks a good organization and structure for service agents to work efficiently. If you go into this store, be sure to be a "hawk" to watch their work - because they might totally forget about you while they attempt to help multiple customers, thought they have delegate the task to someone else, or simply being ignorant about what a good customer service is.
MA
Marta Lewicka
Absolutely horrible customer service at this location each time that I (regretfully!) choose to use them. They employ a condescending, self-important bunch of students who treat customers like a children. Among other things: I was *buying* a new duckhead adapter and the rep requested that I give him the old one. I refused, saying that I paid for both, so I am going to keep what is my property. Then there followed a loooong preaching how he cares about my safety and how the older adapter would not work properly (did I say I am going to use it?) so "he does not want to see me hurt" and that he insists that I surrender the old adapter out of "care for me" etc. I am an adult, and some 20 years older than him! I was repeating that I am not going to give away my old adapter so does it mean that I cannot buy a new one. Still, we had a 10 minutes argument and in the end he asked me where I work and what I do, because he recognized my e-mail address. He would not stop preaching and basically he was not listening to me at all, because I had to repeat everything (eg that I am not surrendering the old adapter) five times. When I complained about the whole process (of course in the end I did pay for the new adapter and I did keep my own property) the manager then said that the rep was "just trying to chat and asked where I work in order to serve my needs better". The whole thing was simply unacceptable. I only wanted to buy the new part, and it should have taken 5 minutes, not 20, with stupid conversation and condescension from a twenty-year old all along. Since when do you have to argue your way out in a store when all you want is to simply buy a needed part.