Category: | Computer Store |
Address: | 11750 Fair Oaks Mall, Fairfax, VA 22033, USA |
Phone: | +1 703-251-7400 |
Site: | apple.com |
Rating: | 2.6 |
Working: | 10AM–9:30PM 10AM–9:30PM 10AM–9:30PM 10AM–9:30PM 10AM–9:30PM 10AM–9:30PM 11AM–6PM |
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R M
I brought in my out of warranty laptop last Sunday to have the battery replaced because it said battery needed to be serviced. I received an email yesterday saying to contact the store which I did today. They said that the speaker was failing and needed to replace, that they will do it at no cost to me. I couldnt understand why there was an issue with the speaker because the initial test the person did at the time I brought the laptop to the store did not mention any audio issues. After going back and forth with the person on the phone as to why I was not notified I told him I would be coming to the store. On arrival at the store I spoke with a tech admin and inquired as to why no one called about the issue with the speaker. He said that someone called me this morning and left a message, I do not have any messages or missed calls on my phone which leads me to believe this was a lie. I told him I wanted to take my laptop today and to call me when the replacement speaker is in. I inquired about the replacement of the speaker and he said after running test it indicated it was failing and will eventually stop working. I asked why I was not being charged for the speaker replacement and he said that we saw it was failing and was going to replacement at no cost. At this point Im thinking why would they replace a speaker for free which is out of warranty and then charge me for the battery replacement. It just didnt make sense, either charge me for both of both will be free. My assumption was whoever was replacing my battery, made my right speaker stop working and instead of calling me like they indicated in the note just decided to cover it up by ordering the speaking and saying the speaker was failing. I paid for my replacement battery and left. In the car in the parking lot I tested my speaker. Low and behold the right speaker was not working. My speaker went from working when I brought it in, to failing when it was in the store to flat out not working in the car. How does this makes sense. I went back in the store and ended up speaking with the manager who kept asking, "What can I do for you now". After back and forth with my empathy towards my situation I told her that all I wanted was someone to say is that a mistake was made when they were replacing the battery and not lie and try to cover it up by saying the speaker was failing and made it look like they were doing me a favor by replacing it for free. The manager kept saying were replacing it for free over and over like it was supposed to mean something, not taking ownership of what had happened to me . I asked who did the repair for my computer and she told me she did not know, I asked do you not keep records, she said she didnt look over all my notes. She knew I was escalated and she knew the issue and speaking with her just made things worst. I slammed my laptop shut and left. If the manager cannot see what went wrong here (lack of ownership, lack of communication, last of accountability) then there was nothing left I could say that would have helped the situation. This has made me very upset, the entire experience just got from bad to worse very quickly with no one understanding where the failure was. I expected so much more from Apple but this was the worst experience Ive even had with a company, blatantly lying in my face just to cover up a mistake. I hope someone who can do something reads this because Im still in disbelief.
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M. Hossein Alizadeh
Terrible experience with customer service. The story starts when my wifes phone broke and I stopped by this store to use my Applecare Friday night. I was told there is no appointment available and I should come back the following day or get an appointment for four days after. I couldnt wait that much. I came back Saturday, again I was told they dont look at it because there is no appointment available for that day. One of the asociates told me I have to come 9:15 AM to get an appointment for the same day although the store opens at 11AM!! So, I showed up Sunday 9am with the aim of getting a same day. Finally somebody started to make two lanes out of store. One for the service and the other one for the sale. Then he started to give appointment to them. At 10:30 when he was done I asked why there is no appointment for the service and he explained I can talk with manager. I started explaining to te manager that why I was told to show up early while there is no appointment service at that time. She said she doesnt have any idea and and she is comfortable hear anything about it!!!!!! thats it!! when I asked for servicing my phone she replied not a t all at this store! She called security for me which I was out of store! they showed up and there wasnt any problem with me so they didnt say anythin to me because Im out of store even. Make the story short, I think we as a cosumer has rights which is neglected by Apple. Because we stay in lines in front of stores, the employees think they are the principle and they do whatever they want. Even I asked her name so I can address this when I follow up with the customer service. Even she denied to provide her name!!! Look at this, they think even they have superior power ! Is this power extended by Tim Cook to them to destroy their business! This terrible experience happened while my wife and two kids where there as well as people in line. I just told my family to stop buying anything from Apple. This may not affect Apple sales but at least we keep our dignity as paying customer. I got a hold on Apple customer service, which the man on the line was courteous and heard my voice when I was next to the Apple store. But honestly, what I heard from him is not helping so far. He proposed to extend me a coupon which I refused to accept. The Points for the Upper Management: The customer needs to be taken care of with a dignity. You should train your people to support and be patient with the affected customers. Not give them justification tools. The only way to keep the sale is the right service.
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A Private User
A couple of days ago, I had the great pleasure of visiting this store and I must say all my fears were true. Ok, Im not a mac fan however I have owned an Ipod since the time they were not as popular, then an iphone all the way to the 4th generation. I think that overall the iphone is a top product however when it comes to customer service, at least at this store, is the worse period! - I went in due to my iphone was not syncing with my pc, I had tried restore from back up, clean wipe out, but nothing I could not get it to sync all the songs or apps. So, I visited this store for service, a "associate" guy ask me if I needed help after, Ive been waiting in line for 5 minutes to get to the customer desk, so I said yes, explained my problem (during the whole time he was not even looking at me but at his ipad) and the steps that I had done to get the phone to work so then he answers "you must not be doing it right" and that I needed get a different computer or call the 1-800 number that came in the iphone box but they could not help me - so I asked to speak with a technician to get a second opinion while I was there so his attitude was that they simply could not help me and that most likely I had to mail the phone to apple for service. he place his head down and continue playing as if I was not even there. So what kind of customer service is this? are they doing so well that they dont care if their product fails? to conclude I ended up going to the Tysons corner mall store which, yes it took me 1 1/2hrs to wait for a tech but the guy was able to reset the phone (deleting all its software and re-installing it - a 10 min process) when I came home I was happy that my phone seem to be working again - that was until I connected to the PC and it would not sync. it was the same issue again - finally after some online research I found that my firewall software (Zone Alarm) was the problem! it was blocking the ports that should be open for the Iphone to sync correctly. So to summarize, if you go to the Fair Oaks store youll be aggravated because theyll ignore you, if you go to Tysons Corner they will try to fix the issue for you to their best of their abilities. but sometimes you just need to spend sometime doing your research and youll find the problem and be able to fix it yourself - without any headaches