Unbelievable! Just unbelievable! Horrible experience every time I go to the West location.Try to get a battery replacement is like pulling teeth.December of last year, my sons iPhone 6 was developing battery problems. (Surprise! Not) Brought it in and they REFUSED to swap out the battery. I was wanting to give them my money in exchange for them to replace the battery! I was told that because they couldn't guarantee it was a battery issue. So the only option I was given was to buy a new phone. Nice apple, Gouge your customer for more. Left very unhappy.I called Apple to voice my concern and was told that there was nothing they could do and the best info he could give me was to get a 3rd party to replace it.I went to a party in the same mall and within 30 seconds he had a battery in it fully working and charging! I went back to the Apple store to show the manager and she said there was nothing she could do.The phone worked great for 10 months without issues. Battery has flaked out again. Not surprised with using a 3rd party battery.Anyways, I went in to get a replacement battery today, (especially now that Apple fessed up to the battery issues at the beginning of the year, not even 2 weeks after I went in). And I was once again denied. This time you ask? Because it had a 3rd party battery in it! Guess what Apple? if you would have replaced the battery when I asked and was willing to pay for at the time, I wouldn't have a 3rd party battery in it like YOU told me to do!Apple, I thought you cared about your customers...At Apple, our customers trust means everything to us. We will never stop working to earn and maintain it. We are able to do the work we love only because of your faith and support and we will never forget that or take it for granted.For the amount we spend on these phones, when we ask for a battery to be replaced and are willing to pay for it, DO IT!Feeling like I was kicked in the teeth by Apple and we will be seriously taking an in depth look as to why we should continue to spend our hard earned money on products that you refuse to service.All of this because your "techs" and I use that term very loosely, are unable or unwilling to properly diagnose the phone.
I had the BEST support experience from the very kind people at the Apple Store a few weeks ago. My MacBook Pro monitor suddenly crashed while I was visiting Edmonton and couldn't be without my computer because I was working remotely. Within hours I had an appointment and a completely new monitor was replaced within 24 hours! Staff was prompt, friendly and very skilled at what they do. They saved my butt so I am forever indebted!
Went to the Apple store to buy a new iPhone Xs max 512 for hubby for a gift. The sales staff was totally underwhelming and actually talked us out of the new phone. The old phone still under Apple care required a new batter so we decided to get that replaced while we were there. We were given an appointment that was 1.5 hours later. We showed up at the appointed time and then waited an additional 45 minutes to see someone to determine if they replace the battery. They then got the parts and said it would be another hour to get the phone back. There has to be a more efficient way to help your customers than this. Do not come to this store unless you have nothing but time on your hands.
Desirae and David were great. Desirae was training David as hes the new addition to the Apple store in West Edmonton Mall. She let him approach me and strike up the conversation, when he got flustered or paused she would step in and enthusiastically lead the conversation. They explained exactly what I wanted to know, got me exactly the product I wanted know, processed my sale and I was out the door quickly and efficiently. I dont like going into malls and shopping very much but this was as pleasant and exercise as I could possibly consider any shopping to be. They were both polite and pleasant, sensed my impatience when we were going off topic. I really think that they have the sales person thing down to an art and a science
The first time I went to this store it was really busy and I got excellent service. Today? Not so much. Came at about 345pm on a weekday - store not very busy. Lots of employees in the sales and tech support side available. First I approached an employee who then directed me to speak with one of the Tech Support staff and noticed that there were 3 of them standing around looking at their own iPads and joking around. Let me be clear, I see nothing wrong with employees enjoying some camaraderie. It was the part that followed this that demonstrated poor etiquette and terrible customer service. When I approached the coordinator, he and his two colleagues split apart and the other two wandered around asking other people if they needed help appearing to look busy. It is what it is. Ive worked retail. I told the Tech support coordinator about my iPod that wasnt working. He told me I would need to set up an appointment. He looks up on his iPad he approximate wait time and tells me sorry it looks like it will be 3 hours. I tell him I came a long way to see someone and point out that two other Tech Support staff dont seem busy. There were about 40-50 customers max milling around in the store and most of them were speaking with someone about purchasing product. So I point out the 2 techs who dont seem to have appointments. He gets extremely defensive and changes his tone to condescending telling me he is extremely busy coordinating appointments and the other 2 have appointments coming up. I ask about a cancelation list and he tells me there isnt really one. I ask if I can leave the iPod and someone can call me after its looked at and I can come back another day (I live far from West ed and cant just hang around the mall for 3 hours when I have other responsibilities - dogs at home that havent been let outside yet today). No can do, and no explanation why. Now he is continuously explaining that they are booked solid and everything is done remotely by sending you a text when it is your turn. Still in a very snotty tone. Doesnt mention how I can request online support and/or send my iPod away instead as an option. Just repeating how busy it is when its clearly not. I move to another table to use wifi on my iPhone to try to access online support and another employee in a snotty tone asks if I need help. When I say Im waiting he tells me in a very dramatic tone that hes going to need me to move because he needs the entire workspace Im standing at to talk to customers because it is going to be soooooo busy. I went to another corner to finish what I was doing and watched all of the employees I spoke to not being super duper busy at all. Super disappointed in the Tech Support Coordinators lack of ability to explain the situation and poor customer service of both employees I spoke with. This definitely makes me wonder if they are being trained to make everything seem so demanding. Crappy way of welcoming your customer who doesnt need to know that and besides. IT WASNT BUSY!!! If I really need to speak with an Apple employee in person I will drive to Southgate Mall Apple Store to avoid this dumpster fire. Will not be recommending this store or returning in the future.
Apple is a Canadian Electronics Store based in Edmonton, Alberta. Apple is located at 8882 170 St NW, Edmonton, AB T5T 4M2, Canada.
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