iPhone XS Max ignored at genius bar; apple complaint number?

Discussion in 'iPhone' started by JWATT, Apr 17, 2019.

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  1. JWATT macrumors member

    Sep 12, 2018
    I went to a local apple store looking to buy an XS Max and trade in my iPhone 7. They wanted to take a closer look at my iPhone 7 to gauge the value since the camera was cracked and asked me to make a genius appointment.

    I show up on time, they sign me in, and tell to wait at these little cube seats with everyone else. 30 minutes go by and no one helps me despite me sitting there forever. I ask the worker what's going on and she simply says, "oh, that's weird" and continues working while ignoring me. No one else tried to help.

    Can I file a complaint and what number? At the very least, I should get a gift card.
  2. ross1998 macrumors 6502a

    Jan 10, 2013
    So after you were ignored again you didn't bother talking to anyone else or asking for a manager there?
  3. JWATT thread starter macrumors member

    Sep 12, 2018
    The other woman was getting an attitude with two other customers, so I figured this whole store was a bit of a mess. One of those places where all of the employees don't like their jobs.
  4. bruinsrme macrumors 603


    Oct 26, 2008
    It happens for a number of reasons.
    When I checked people in I tried to make sure they were helped in a timely manner. If not I would radio to have someone check on them.
    There were times I accidentally deleted the appointment or failed to complete the check in.

    Why didn’t you ask for a manager?
    It would have taken you less time to speak with a manager than type the post.
  5. JWATT thread starter macrumors member

    Sep 12, 2018
    this is why
  6. bruinsrme macrumors 603


    Oct 26, 2008
    Cracked camera reduces the trade in
    Having dealt with many cracked cameras for trade ins something doesn’t jive with your story. The trade in criteria is as black and white as possible.
    Does the camera work Yes or No.
    Cracks are still accepted.

    Any uncertainty about the policies is directed to leads.
    The only reason the Genius Bar should be involved is for repair.

    Those manager put up with an amazing amount of crap on a minute to minute basis, mostly people looking for something for nothing. There are those circumstances where not a single star aligned. Your issue would have taken 2 minutes to resolve.

    Now its Turning into hours.
  7. JWATT thread starter macrumors member

    Sep 12, 2018
    Um, no, THEY told me I needed a genius bar appointment. Yes, they accepted the phone, but I asked how much the repair cost would be.

    You're so eager to defend other Apple Store employees that you are not even really listening to what I am telling you, and I understand why because I am sure you have dealt with ridiculous customer complaints, but I only did what they told me.
  8. Böhme417 macrumors 6502a

    Mar 11, 2009
    Um, no.

    I’m not sure why you think you are entitled to a gift card for waiting.

    After 10-15 mins, I would have asked about the status of my appointment. Were you ever seen? Did you just leave? As others said, why didn’t you ask for a manager if you were that upset?
  9. JWATT thread starter macrumors member

    Sep 12, 2018
    If you're going to come in my thread and be presumptuous, at least read please. K? :)
    --- Post Merged, Apr 17, 2019 ---
    Why not? I've worked in retail and we've given customers discounted or free things if they had to wait extremely long. Done.
  10. pika2000 macrumors 601

    Jun 22, 2007
    Which Apple store?
    It happened to me before, having to wait for my genius appointment because the store was fully booked. It's difficult to schedule support as one customer may take a few minutes while another may take hours due to complex problems. But yeah, it happened to me before (In Apple store Melbourne and Singapore), although the Apple employees in those stores were emphatic and accommodating.
  11. JWATT thread starter macrumors member

    Sep 12, 2018
    Were you waiting for your appointment time or were you waiting after your appointment time? I had 2:35 appointment, checked in at 2:35, was told to wait for a genius employee, and no one came.
  12. pika2000 macrumors 601

    Jun 22, 2007
    I came right at or slightly before my appointment time, and was checked in. Similar situation, nobody came. In both stores that I went to, it was quite obvious that the genius was busy, but the Apple employees handling me were polite and accommodating after I asked them about it.
    Do tell us which Apple store you went to. It's a good thing to mark some potentially "bad Apples."
  13. C DM macrumors Sandy Bridge

    Oct 17, 2011
  14. JWATT thread starter macrumors member

    Sep 12, 2018
    It was the Apple Store at 6600 Topanga Canyon Blvd, Canoga Park, CA 91303

    How long was your waiting time between making your appointment and the actual appointment time? I only had to wait about 15 minutes and the store did not appear to too busy, about the normal crowd size of an Apple Store. And when I asked an employee, she likely would have told me they were busy, but instead she said it was odd that nobody helped me.
    --- Post Merged, Apr 17, 2019 ---
    There's no customer service number here, just tech support and other miscellaneous lines but thank you.
  15. niji Contributor


    Feb 9, 2003

    this is great info. appreciate it the insider look. thanks.

    the "check in" process is indeed the most important key to getting attended to.
    and this process, in my experience, is quite haphazard, depending on so many factors, including the ones you mention, and other factors such as if that key check in staff is actually there standing at the elevator or top of the stairs when you get to yr floor.

    apple also has an aversion to signs in its retail stores that could be used to instruct customers what the process is and where to wait to get checked in, etc.

    and especially for walk-in, off the shelf purchases (cables, etc) there is no visual clue who to ask to make the purchase even the cash registers are hidden in/under the tables themselves so you dont even know where the cash register location is to stand near it).

    according to angela*, we are supposed to flock / congregate to apple stores, to meet up there.
    that by itself is a wonderful and new age and fulfilling experience.

    *god bless her multi-million dollar sign-on bonus.
  16. TheIntruder, Apr 18, 2019
    Last edited: Apr 18, 2019

    TheIntruder macrumors 6502a


    Jul 2, 2008
    Unfortunately, with the way Apple Stores operate, people can end up falling into the cracks; I've been there myself, and have witnessed a store emptying out and closing around me while I waited at a table looking like the rest of the furniture, I guess. There was one other poor soul in the same boat, which spoke to the chances of such occurrences.

    However, as others have suggested, the first step would be to ask for the store manager, who would have been able to assess the situation, and provide an immediate solution. That person may or may not been helpful, but it's an avenue that should have been pursued, and verified to be fruitless, or not.

    When I had trouble, after hitting a wall with the Genius and the rest of the staff, I was ready to do the same and pursue a complaint with corporate, but happened upon the manager, who made things right. It was evident that I had reached the limits of what Geniuses are allowed to do (as well as the limits of that person's logical reasoning), but no such issues with the manager.

    In the followup surveys about the service visit from corporate, I gave the store horrible ratings and invited them to contact me. They never did, which I took as a sign about how much they would have cared about any complaint I would have made had I not been taken care of by the manager.

    That experience taught me not to return to that store for anything but an easy, straight transaction, and certainly not for any sort of repair. I will go out of my way to go to another store that is farther away.

    Sadly, more recent experiences have taught me that, even for such simple needs, Apple's store processes still need improvement, and that the quality of the staff is continuing to decline.

    The number one rule if one needs help is to find the elusive traffic cop with the iPad, check in and get in the queue, no matter if the store is packed, or empty (the stores really need one of those "Take-A-Number" dispensers, because that's how they actually function). I don't care if they ignore me if the store is busy, and I'm just browsing, as happens most of the time. But if I go in, with the intent to buy, and am ignored in an empty store because I didn't check-in, then something is fundamentally wrong.

    In the latest instance, at a different store, the Watch table was the only one with any potential customers (bad weather meant very little foot traffic), including us, and had only one Apple employee trying to assist. Everyone else either walked by, ignoring the situation, or were engaged in some seemingly important busywork, oblivious to the need, including one of the non-drones with an iPad and radio. I had to hunt down the check-in person halfway down length of the store (it's one of the larger ones), and make it a point to check-in with them before they summoned additional help. That not how purportedly high-end retail is supposed to work.
  17. Relentless Power, Apr 18, 2019
    Last edited: Apr 18, 2019

    Relentless Power macrumors Penryn

    Relentless Power

    Jul 12, 2016
    Just a few points:

    1.) I won’t reiterate what others have already posted about contacting a manager, because that’s just common sense. If you still want to file complaint, contact customer relations from Apple directly either online or on the phone. Then you’ll have someone follow up with you at a later time/date to find out specifically what happened and a resolution.

    2.) Even though you were inconvenienced, you’re not entitled to a gift card or any type of compensation. Now, if Apple chooses to provide you a discount or gift card, that’s at their discretion, you’re not in a position to believe that you’re entitled to a gift card because your precious time was wasted. If anything, Apple should follow up with you, find out specifically what happened, offer you an apology in the least and remind their store staff to be more diligent with their customers waiting.

    Apple isn’t perfect, even though many believe that they should be, it’s just like any other retail business, they make mistakes. I don’t agree with your mindset that you should expect a gift card because of the inconvenience, nor should Apple issue you a gift card unless they decide to, which in this case, I don’t think necessarily it calls for that type of situation because you had to wait longer.
  18. kazmac macrumors 604


    Mar 24, 2010
    On the silver scream
    It so happened that my phone issue came up while a sales person was helping me. She asked if I had time to wait and booked the appointment (It was quite early in the a.m.), but the “genius” came over at the appointed slot. I also mentioned I was free until a certain time.

    I would have asked for a manager, stat.
  19. bruinsrme macrumors 603


    Oct 26, 2008
    Eager to defend.
    The process is quite simply.
    Stores have many people floating around the can help.
    You asked one.
    Seemingly you do not value your time.
    Whether or not the manager was prissy, jovial, frustrated or had an attitude it’s their job to resolve issues.
    You chose to walk away, then put the onus on apple, and turn around asking for compensation.

    I can tell you your complaint will not go anywhere. Not because they will purposely ignore it but because you chose to walk away without an adult interaction.
  20. noobinator macrumors 603


    Jun 19, 2009
    Pasadena, CA
    Congrats you deserve a free iPhone XS max! You hit the lottery!
  21. JWATT, Apr 18, 2019
    Last edited by a moderator: Apr 18, 2019

    JWATT thread starter macrumors member

    Sep 12, 2018
    1. Were you ignored AFTER you checked in?
    2. How did the manager make things right? I just spoke to the store manager and he told me to come back in.
    --- Post Merged, Apr 18, 2019 ---
    Wait a long time at Papa John's for example and they will give you a free or reduced price pizza, that logic should apply here.
    --- Post Merged, Apr 18, 2019 ---
    False, I asked an employee for help. Notice how you still cannot explain why I was ignored.
    --- Post Merged, Apr 18, 2019 ---
    I ask for a free gift and you guys act like I want a million dollars. Go to any store and tell the manager you've waited a long time, and they will likely give you a discount.
  22. bruinsrme macrumors 603


    Oct 26, 2008
    In your initial post you implied the specialist referred you to the Genius Bar to look at the phone further.
    You were ignored and instead of talking with a manager you chose to cast a perception over the entire store.
    One thing Apple doesn’t do is hide the cost for repairs. It’s on their support website, you ad 30 minutes to look it up on one of many devices in the store.

    Apple weighs the importance of their customers with a big = sign.

    The CEO for a leading office supply corporation pops into Apple stores for service. This person receives the same greeting and service as the next person walking through the door, Zero difference.
    I have seen your situation 100’s of times.
    There’s a number of things that can happen in such a dynamic environment.
    My recommendation to you is to value your time, ask other specialists/Genius Bar tech or managers if you don’t get an adult answer, and afford the manager an opportunity to resolve the issue.
    You surely won’t resolve the issue here.
  23. JWATT, Apr 18, 2019
    Last edited by a moderator: Apr 18, 2019

    JWATT thread starter macrumors member

    Sep 12, 2018
    They told they can't quote a repair price without a genius bar appointment. I made one, checked in, and was not helped after waiting 30 minutes. I just called the manager and he told me the same thing, that they always require a genius appointment to go over repair options.
  24. pika2000 macrumors 601

    Jun 22, 2007
    My wait time was up to 30 minutes if I remembered.
    The stores themselves might not look busy, but there are only a certain number of genius staff, and some customers may take more time to be helped than others. I can totally understand it. But of course, the lady that “helped” you could’ve done a better job. For my experience, I asked the person who checked me in so they can check the queue right away, and they were quite accommodating (ie. Apologizing for the wait, radio another staff, etc).

    LA huh. Good to know.
  25. Weaselboy Moderator


    Staff Member

    Jan 23, 2005
    Moderator Note:

    I think the topic has been covered adequately. Thread closed.
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