Sidebar Sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

Complaint against the Apple Store Sydney

lhlee96 said:
The Apple Store in Sydney is incompetent, and very frustrating.
When I entered the Apple Store, I wasn't courteously greeted or asked what I wanted to do by the only Concierge, who was bopping his head to the music.
I shrugged it off, as I already knew what I wanted to do- I had a faulty logic board, and a screen with dust inside the glass panel.
When I reached the Genius Bar level, a concierge greeted me and asked me if I had an appointment. I told her that I was next in line, and she asked me to sit down- well, there was a small problem- all of the benches were filled with bored people, waiting for their machine to be ready to be picked up.
I waited for fifteen minutes until the next Genius was ready to see me. My original appointment was at 3.30. I had my appointment at 3.45. After describing my issues to the Genius, he took my laptop, and told me that it would be ready for pickup in 3-5 days. Maybe it's just me, but instead of carefully holding the laptop and sliding it into the bubblewrap bag, he held it loosely and the bottom part actually scraped against the desk.

To cut things short, after getting back my laptop, I noticed a small scratch on the bottom left of the laptop, the area where the sleep indicator is. The Genius offered to replace my bottom case, but when it was ready, I noticed another deep gouge on the bottom, near the battery casing. The Genius offered to replace it, but when I got it back, I noticed some staining where the original scratch was near the sleep indicator. He told me he'd replace it again, but when I got it back (again) it was the same bottom case. He told me that all of the bottom case covers that they had in stock had the same stains, but in different places, and that the one they had right now on my laptop was the best one. I also noticed a small scratch on the trackpad and a black dot on the N on the keyboard.

I am very disappointed with Apple and the way they treat their customers. For one thing, I think that the three main Apple type employees (Concierges, One to Ones, and Geniuses) should not be allowed to listen to music on their iPods, as they are easily distracted. Geniuses don't listen to music (at least, most of them), but most Concierges do not pay attention to you and just listen to music, play apps, or watch videos most of the time. Maybe this is the way Apple wants to show the world that 'Mac people' are carefree, but the iPods just make them unattentive. I paid a lot for my MacBook Pro and I think I deserve the utmost best service, and not be given something that is partly stained.

Watch this space- photos soon, but not too soon, as my camera's out of battery and my charger's in Hong Kong.
Click to expand...

What type of Stain? Expecting perfect colour from machined parts is silly.

A black dot on the N? Right.
Youre just knit-picking then.

Maybe you only noticed the scratching because you were inspecting it closely. Ive had many customers like you, each of them he same. I started taking pictures just so they'd be quiet for complaining to me for damage they did.

Each time Ive been to the sydney store, there was no music listening or App playing. The benches were full of people waiting in line for the genius bar.
 
Forward this to Apple. Most the time iThink people are just being anal, but, if you tell a Genius that you are disappointed with something and rather then telling you they cannot fix it in the store even though they caused, and instead go on a random expedition that they know will fail - there is something wrong. Also the iPod thing is absurd. In the U.S. the hiring process is rather rigorous and serious, even if I went into Best Buy I'd be upset that their (normally unhelpful) employees still felt it was okay to ignore me while getting paid.
 
I suggest you take this to Apple. They highly regard their customer feedback, specially negative one. Here, your story will go to waste. With Apple, whatever went wrong will be made right.
 
Remove your email and Serial Number

Glad to see you took our advice. Your remarks at the beginning are sort of incorrect, in reality, the things that get sent to that address are read and dealt with by high level Apple Customer Representatives. Posting it on here, only means people like us read it. That and the spiders that want your email address.
 
Wow that is LONG... Sorry about your top case. Stains suck. I would remove your email from your post before the spiders get you.
logo
 
^^^^edit: beaten by those guys but my post is more comprehensive and friendly ;)!^^^^

Might want to edit your real name, email address, and serial number out of that email lhlee96.
 
Good lord, thats long. For business oriented emails that is too long. Im not sure the "im 13 and have a lot of homework" is going to help things. Since you added that, they will probably dismiss this as a run on rant of a young teen.
 
Sorry to hear about your bad experiences, I do hope that they correct the situation to your standards!

Best of luck,
Andrew
 
0.5 CM scratch....really? :rolleyes:


It sounds like you expect apple not to be a precision lab or something.
 
lhlee96 said:
Well, I'm not that much of a liar.
And anyway, they would look me up on their Mac databases, wouldn't they?
And you're right, I shouldn't have disclosed my age, but I'm just trying to put as much detail as in what really happened in my situation.
Click to expand...
Two words:

Bullet Points.

Executives love them.
 
Honestly when I see emails like this there is always 1 blurb that draws attention. In this case;
1. Drops the comptuer off
2. goes on a weeks vacation
3. picks up the computer a week later
4. things aren't perfect but is upset they are 6 days behind

How was your vacation?
 
jessica. said:
Two words:

Bullet Points.

Executives love them.
Click to expand...

Surly being 13, by now youve had a class where you learned to type business emails. Communicating with customer service is all about the short and sweet. They dont want to read long emails. Only pertinent information and a little of your hardship story will usually suffice.

bruinsrme said:
Honestly when I see emails like this there is always 1 blurb that draws attention. In this case;
1. Drops the comptuer off
2. goes on a weeks vacation
3. picks up the computer a week later
4. things aren't perfect but is upset they are 6 days behind

How was your vacation?
Click to expand...

Ha yah, i thought that exact same thing.
 
What's up with Apple picking on a 13 year old kid like that?!

If the laptop is fairly new and under warranty, they should have replaced it with a new one. They had 4 shots at getting it right and ultimately failed big time. Did you ask to see a manager? Where are your parents? Sometimes having someone older with a bit more authority helps. Good job on emailing Steve, but you'll get faster results by taking your issue directly to the store manager and demanding a resolution. It would be really cool if you could find a big dude with a lot of muscles to stand behind you with his arms crossed staring at the manager while you plead your case.

Good luck!
 
You never know what could happen, I wrote the sjobs address an email when Apple damaged my iPod touch when it was supposed to be repaired (in the end it got sent back dented, scratched and without any repairs taking place). Someone at Apple read it, passed it to the Australian division, and they tracked me down with my Apple ID. Ended up being compensated with the in-ear headphones with remote (worth $110 here) and got my iPod replaced (even though I already had a new one by then anyway).
 
Ivan P said:
You never know what could happen, I wrote the sjobs address an email when Apple damaged my iPod touch when it was supposed to be repaired (in the end it got sent back dented, scratched and without any repairs taking place). Someone at Apple read it, passed it to the Australian division, and they tracked me down with my Apple ID. Ended up being compensated with the in-ear headphones with remote (worth $110 here) and got my iPod replaced (even though I already had a new one by then anyway).
Click to expand...

That really seems to be the norm. Things get responded to and quickly.
 
I feel your pain lhlee96. I had the same problem with a MBP that had a warped bottom case out of the box, causing the laptop to wobble severely on any flat surface. And AppleCare tried charging me $1500 to replace the bottom case when the whole laptop cost me $2000. I had to send it off 3 times and get overrides from the Apple Store manager and Lead Genius before AppleCare would complete a repair that was covered by warranty. Not to mention that while all of this was going on I was working on a degree in Biomedical Engineering and needed my computer for homework every night.

Oh and the first time AppleCare sent it back to me it didn't work. Come to find out the technician forgot to plug in a couple of connectors to the logic board.

I hope everything works out for you!!!
 
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back