Apple South Coast Plaza

Reviews 3

A

A Private User

F- FOR THE SERVICE AT THIS STORE- Scheduled an appointment online, arrived ontime, waited 1 hour, accidentally skipped and apologized, still waited another 15 minutes. Our family owns many apple products and have always loved apple products. The service at this store is changing our mind. The worst example of customer service from their regular employees to their managers. We had a problem with one of our Ipads, it was still under warrantee, but because the ipad had a small damage on the side, they said it would void the warrantee, we would have to pay $419 to get another "refurbished one". We tried to explain that we understand that theres a damage on the side, but it also has a warrantee issue with the circular button not working and properly going back to the home page. They explained that they will take care of the warrantee issue after we pay and they replace it, now that makes sense doesnt it?, well fix things under warantee after we replace it for another and you pay $419. They were clear that this is company policy. I contacted the apple headquarters and they told me that it is not company policy and the store manager can make the decision its at the discretion of each store, they suggested I call back and speak to the store manager. While my husband was at the genius bar, I called the apple store and asked for the manager "Nick", I explained the situation, I also told him that I have confirmed that decisions are made by the store managers based on what the corporate office told me. They can take care of our issue if they choose to do so, he very kindly asked me if he can place me on hold while he went out and took care of the situation with my husband. Instead of him going out to do as he promised. My husband called me and explained that this "Nick" went out and was aggravated as to why I have called and theres no need for him to deal with multiple people. When my husband tried to explain, he shut him down and told him he would rather speak with the apple employee "Christine". Meanwhile, I was waiting on hold to see what this manager "Nick" had promised me he would do and come back to the phone. He actually never came back to the phone, but he sent the worker in his store to tell me that my husband has left. Thats nice, "the purpose of my call wasnt to keep track of my husband was it?" Its astonishing to me that in this day of advancements and training, managers and workers are hired to not value the customer or give them enough respect to at least come back to the phone after theyve placed someone on hold. I decided to call again because I never received a response from the nick that placed me on hold and asked for him. He answered the phone and I had a simple question "did you have an issue with at least responding back to me when you placed me on hold, his response was as bland as his service "No". I asked him if he relayed my message to the manager assisting my husband "Its at the discretion of the store to replace an ipad under warantee even if it has small damage", he said "NO", so basically my entire phone call and conversation with him was a waste of time. I will follow up with the store manager Steve Jones to see if he is able to correct the utterly disappointing service this store is providing and will update you on my situation, but my suggestion would be to find another place thats a little more professional.

A

A Private User

I went in this store a few days ago to buy a new ipad and swap out my defective iphone4 . This particular store recently had changed my original iPhone 4 to a "new" one ( which came out of a referb. Cardboard box) because of software / firmware issues. After I left the store I realized the screen for the back camera was completely scratched. Now all my pictures come out blurry. So as anyone would do, I took my phone back to get a new one. The associate that checks you in for an appointment immediately denied any fault on their end for the damages to my phone. He was directly implying that I had done it, before I could even talk to a "genius" . Not only was he very objective, but he turned away and completely ignored me. I was very disappointed by this and requested to speak with the manager. After 15 minutes the manager decided to come and finally talk with me. , after explaining the situation, he agreed that because of the shape and perfect condition of my phone, that it would be highly unlikely that i could have scratched that area only, and he hadnt seen that before; However not only did not apologize for the rude conduct of his employee but thereafter he concluded that I must pay for the measly 30 repair and it wasnt his problem ! He then handed me off to a new assosiate and walked off... no thank you , and no sorry. I still bought my iPad but I definitely did not feel the vision and vibe of Steve jobs Any longer. I would never go back to this store again, I even returned the apple tv I purchased with the pad right there , and bought it from amazon for $20 less! Go spend your money at a store who appreciates your business. If any of you people I'm corporate read this " Figure it out ! "

A

A Private User

I have been a faithful Apple fan as far as I can remember. I am an avid user of the products and they are part of my everyday life. Today all of a sudden my iPhone stopped functioning after going to the gym. I go to the apple store after I try to charge it because it wont power on so I thought maybe the battery died but it wasnt the case. It turns out that the phone had "water damage". I explained to the genius that I had been to the gym earlier and was in the steam room for a short period of time. He said that was probably it and that I could get an iPhone repair for 300 dollars. He also explained that sweat could trigger the water sensor. So my question is why do they even advertise their phones while working out? What kind of false advertising is this? I also explained that I have an iPad in my bathroom and there is steam from the shower every day and I have never had a problem. He pretty much told me that I had NO COMMON SENSE. I dont care if I am in the wrong, you dont tell a loyal customer thing. The genius name was Brian and he asked me if I wanted to talk to a manager which I agreed to. Richard was very pleasant and apologized for the blatant insult. He explained that he could not do anything for me because of the water damage which I know he could have switched the phone and kept a customer happy for many years to come but here I am upset and feeling betrayed by a brand that I love. After I walked out of the store I happen to remember an ad for an iPhone that shows it being used in the SHOWER. What kind of advertising is this??? I will be writing to apple corporate and posting in several tech blogs about this. The last thing apple needs is more negative customer service but they should teach their employees some manners. They have a brand image to uphold.