Worst Customer Service at Beverly Center Apple Store

Tcache

macrumors member
Original poster
Jun 7, 2012
37
0
Los Angeles, CA
Whats up MR,

I just thought I'd spread the word on this excuse of an Apple Store located at The Beverly Center in West Hollywood, California. I apologize if this is in the wrong section but it needs to be seen and it does involve the iPhone.

This review is to warn anyone who is seeking good customer service & the real Apple Store experience, because you will NOT find it here at the Beverly Center...

When I have made genius bar appointments previously I always arrive about 5-10 mins early. Don't even bother coming early b/c you will be waiting at minimum of 15 minutes after your appointment time, but more on the new "policy" in a minute.

My iPhone 4S has been acting up for months but I've just brushed it off b/c I don't have much time to make an appointment for (in my opinion) small petty issues that I could probably resolve at home. At my last genius bar appointment for my laptop I also told them that my iPhone has been acting up (freezing, super slow, etc) & was given the "restore" speel. I went along w/ the already known software troubleshooting "solutions" knowing I would return again another day for a replacement.

Hardware issues are grounds for replacement as long as there is no foul play, and all software troubleshooting solutions have been stressed.

This last month my iPhone has been worse (randomly shutting off, freezing all the time, etc) and I have AGAIN tried all possible software solutions. I prefer the Apple Store in The Grove but they did not have an appointment open until tomorrow and The Beverly Center had one appointment available at 8:50pm. It's 8:40pm and I call the store to tell them I'm running 5 mins late, the associate tells me that the appointment will cancel itself out if I'm not checked in past 5 minutes of the appointment but if I make it to the store by 9pm (closing time) they will see what they can do. I arrive inside the apple store at 8:53pm, 3 minutes after my schedules appointment.

Here's where it went south...

First off, there are approx 6-8 customers in the store and no employees to check me in for my appointment, even if I was on time, it looks to me as the system would have cancelled my appointment regardless b/c everyone was occupied w/ the whopping 8 customers in the store already. Who wants to come on time anymore when this store clearly has always been notoriously late w/ genius bar appointments. At 8:57pm an employee asked if I needed any help, I said yes I'm here for a genius bar appointment that was at 8:50, he says it's now 8:57pm and you will probably be cancelled out my the system already. I went on to tell him that I was here 4 minutes ago but nobody was available to check me, he replies that they will figure something out. Next the female manager named Ellie comes out and without introduction rudely tells me about the 5 min late deal and asks me what's wrong with my phone in the tone as if she just wants me to turn around and walk out of the store because she has more important things to do than help someone who contributes to her salary.

I explain the situation of no one being able to check me in so my appointment was cancelled by the system & she replies w/ no sympathy that she has no employees to help me out & that they all MUST be off the clock in about 20 minutes. LOLWUT?! She obviously could not find one **** to give tonight.

Intermission: I'm writing this b/c I care about Apple and their products are phenomenally innovative. I've just never encountered this disservice w/ Apple in the 7 years that I've been a customer. It's disheartening and almost as if your now grown child that you've invested in is talking back to you and telling to you piss off.

Five minutes later I'm at the genius bar after Ellie ordered one of her employees to be as quick as possible. I won't name the associate b/c I understand he's just following protocol. He hooks the phone up and is running a hard restore putting it in recovery mode resetting it completely. (I have done this a few times already but I guess they have to do it to say they did it in the notes) I go on to explain that the phone has been acting up like this for months and I am ready to just swap it out for another one because none of the software solutions work. He then says that unless they see the problem happen in person that they can't replace it, now, part of me understands this completely as they don't want people just trying to swap out phones all the time but I told him I could care less if it's a new or used one, I just want one that works properly. I'm told to take it home set it up again as a new phone and in short, "hope for the best."

Meanwhile in the background while I'm still in the store, Ellie is using an loud outdoor voice telling her employees to hurry up cleaning because they need to get off the clock in 10 minutes, unbelievable. I'm not a snob or an a**hole, I kept this as rational and realistic as it happened. Whether you're a first time customer or you own 10 machines, nobody deserved this kind of disservice.

The Apple Store at The Beverly Center is an insult to the Apple Brand, the worst customer service nationwide. I've been to Apple stores around the globe and this impostor of a store basking in peasantry needs to be closed, or at the very least Ellie should be fired for being a poor leader.
 

Superbbrr

macrumors member
Oct 15, 2011
61
0
Leave a customer review on Apple and give all 1 stars. Guarentee someone from Apple will be contacting you.
 
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Power Macintosh

macrumors member
Jun 5, 2012
63
0
Wow. Apple is known for great customer service. I guess this is an exception.

I, too, am annoyed at the Express lane. I was looking for support for iCloud (which is not hardware) and yet it asked me for hardware. Sadly, my Mac is out of warranty. I wouldn't pay for an iCloud issue.
 
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\-V-/

Suspended
May 3, 2012
3,155
2,688
The Genius Bar is a hit or miss anyway. I don't know how some of those people get that job.
 
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gmikesell

macrumors regular
Aug 31, 2009
228
22
I know what you mean!

I tried to call a local Apple store and 3 times, I ended up getting transferred to the Applecare line, each time, they told me I would need to talk to an Apple store. All I needed was a price for replacing my iPhone 4S back plate. I finally got ahold of someone in the store and was told that only the Genius Bar could answer my question and in order to talk to them, I would need to make an appointment. I told them I needed to know how much it would cost before I made the 75 mile trip and she said sorry, she didn't know and the only way I could find out was to make an appointment and come in. So frustrating! Seems Apple really is moving toward a traditional, corporate response system of doing as little as possible for customers.
 
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Tcache

macrumors member
Original poster
Jun 7, 2012
37
0
Los Angeles, CA
Leave a customer review on Apple and give all 1 stars. Guarentee someone from Apple will be contacting you.
Is this the one they email you afterwards about how the visit went? I've left the review here, yelp, and the feedback email they sent linking the to the yelp review. Call me crazy but for how this whole situation went down I want to rank the review on the first page of google for "Beverly Center Apple Store."

Steve would be very upset with this store.
 
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apolloa

Suspended
Oct 21, 2008
12,318
7,796
Time, because it rules EVERYTHING!
Leave a customer review on Apple and give all 1 stars. Guarentee someone from Apple will be contacting you.
I'll remember this because I have had pretty bad service from the store in Southampton UK before, they replaced the power supply board in a MB Pro once and made a pigs ear of it, mind you I called Apple and they arranged for me to go to a closer Apple Reseller and have them repair the work properly for me.
I guess they can't all be great I suppose but it is surprising to hear or experience bad customer service from Apple.

I would say though that I feel sorry for the staff sometimes like when a new iPhone is launched due to the constant calls (from me for one) and people visiting to ask when they can have one! They can be troopers sometimes for that.
 
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lordofthereef

macrumors G5
Nov 29, 2011
12,902
3,475
Boston, MA
If I understand this right, you had a poor experience one time at a certain store, yes? Obviously you have the right to do whatever you want, but I hardly feel like there is a need to write a lengthy post slamming the store. First off, most of the people that read this will probably never visit the store. Second, it seems like an official complaint would get your further than this one. (You did that, good for you!) JMO OC. :)
 
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cyks

macrumors 68020
Jul 24, 2002
2,090
7
Westchester County, NY
Not saying you shouldn't have been treated better, but this is why you don't make appointments 10 minutes before a store closes.

For all you know, the manager had a hard day, was there for 12+ hours with minimal breaks, and has hq down her neck to keep the hours down by not letting anyone stay late.

Again, not saying they were justified in rushing you that way, but, at the same time, you made the appointment for right before they closed- and were late to boot.
 
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Tcache

macrumors member
Original poster
Jun 7, 2012
37
0
Los Angeles, CA
Not saying you shouldn't have been treated better, but this is why you don't make appointments 10 minutes before a store closes.

For all you know, the manager had a hard day, was there for 12+ hours with minimal breaks, and has hq down her neck to keep the hours down by not letting anyone stay late.

Again, not saying they were justified in rushing you that way, but, at the same time, you made the appointment for right before they closed- and we're late to boot.
I've seen people stay 30 minutes past closing time at the genius bar until the problem was fixed with no rushing. If it's this big of a deal they should not allow a genius bar appointment 10 minutes prior to closing time, right? If you go to a decent restaurant 10 minutes before closing, they will serve you, they may not be happy about it but you will get your food. Also they are required by law to take breaks, I have a family member that is an ex-employee and I know the in's and outs of the retail operation. With your last statement, being 3 minutes late should not result in this treatment.

Could we get a tl;dr please
It's really not that long, should take you about 2-3 minutes to read, don't be lazy. :)

If I understand this right, you had a poor experience one time at a certain store, yes? Obviously you have the right to do whatever you want, but I hardly feel like there is a need to write a lengthy post slamming the store. First off, most of the people that read this will probably never visit the store. Second, it seems like an official complaint would get your further than this one. (You did that, good for you!) JMO OC. :)
Yes but this isn't the first time I've had issues with this store but it was never serious enough to have me write a review about. Their reviews on blogs and yelp are terrible on the customer service side of things.
 
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cyks

macrumors 68020
Jul 24, 2002
2,090
7
Westchester County, NY
I've seen people stay 30 minutes past closing time at the genius bar until the problem was fixed with no rushing. If it's this big of a deal they should not allow a genius bar appointment 10 minutes prior to closing time, right?
...and the manager has obviously been since spoken to about keeping everyone on for an extra 30 minutes and was told that she can't do it again.

Stopping all appointments for 10 minutes prior makes no sense as most people would simply list the ailments and leave their computer with them to check first thing in the morning.
 
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Tcache

macrumors member
Original poster
Jun 7, 2012
37
0
Los Angeles, CA
...and the manager has obviously been since spoken to about keeping everyone on for an extra 30 minutes and was told that she can't do it again.

Stopping all appointments for 10 minutes prior makes no sense as most people would simply list the ailments and leave their computer with them to check first thing in the morning.
Everyone who has ever made a genius bar appointment knows that it will take at minimum 10 mins. Nobody drops iPhones off over night, so again if this was going to be an issue, they shouldn't allow iPhone appointments 10 mins before closing time.
 
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cyks

macrumors 68020
Jul 24, 2002
2,090
7
Westchester County, NY
Everyone who has ever made a genius bar appointment knows that it will take at minimum 10 mins. Nobody drops iPhones off over night, so again if this was going to be an issue, they shouldn't allow iPhone appointments 10 mins before closing time.
Everyone? No.

I could walk into an Apple Store with an iPhone with severe water damage or cracked screen and simply want to pay for an out of warrantee replacement. Total time would take 2-3 minutes. Heck, if your problem was reproducible, it may take the same amount of time. There no way for them to know how long it would take when you're first signing up. You did...and then you assumed that they would simply stay as late as needed to solve your problem.
 
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lordofthereef

macrumors G5
Nov 29, 2011
12,902
3,475
Boston, MA
Yes but this isn't the first time I've had issues with this store but it was never serious enough to have me write a review about. Their reviews on blogs and yelp are terrible on the customer service side of things.
http://www.yelp.com/biz/apple-store-los-angeles-2

Am I looking at the wrong thing? Their average rating is basically on par to other Apple stores. Reading through some reviews I see just as many positive customer service experiences as negative ones. Some of them are one star because the customer didn't get the outcome (out of warranty and unhappy they didn't get free help, had to leave their machine there, had to restore their phone and lose all information, etc.) they expected (which is a pretty typical 1-star rating on yelp unfortunately).

I am not trying to defend the store. I am originally from the area (relatively), though I have never been there. But people have a tendency to over exaggerate (not saying you did this) and only focus on the bad things or things they perceive are bad. Out of curiosity I searched my own local store. It had the same average rating, though fewer reviews since it is newer. I have been in multiple times, always greeted with a smile and always helped. They even replaced my iPhone 4 the day after launch for $100 instead of $200 when I ran it through the wash (oops!)

At the end of the day, they certainly could have been more candid about telling their workers to hurry up. Fact is we, as customers, have become accustomed to just not wanting to hear those things. Had you not heard that would you have felt better? I am guessing yes. Would it have made a difference on how much time you were actually dealt with? No, it would not. So at the end of the day, it sounds like they were just being honest. There wasn't time left in the work day to get more in depth with your problem. That truly is unfortunate. But again, and all I can do is offer my opinion from a vantage point that is simply a recollection of how things went down by an unhappy customer, it seems this response is just a hair over the top.
 
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Russiaone

macrumors 6502
Jun 7, 2010
421
140
Ya know, I used to be an ******* like Ellie. But then I realized I was an ******* and changed course pronto. Hopefully she has this epiphany sooner or later.

Do what a poster above me said and leave a complaint. I'd actually go back to the store and tell Ellie off to her face.

Ya know, I think that's when I stopped being an *******... when someone told me I was being one. And now, know what? Being a polite, courteous, gentleman is the best thing ever happened to me.

Good luck.:)
 
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sulpfiction

macrumors 68040
Aug 16, 2011
3,058
573
Philadelphia Area
I don't really see the "huge disservice"..

You made an appointment and you were late...3 minutes or 30 minutes.. You were late for a scheduled appointment. if you were there 3 minutes early the whole "cancelled appointment" thing doesn't happen.

And you also made the appointment right before closing. People want to leave their job when their shift is done. Simple human nature. People want to go home.

Lastly, your phone wasn't showing any signs of problems to the genius. Do u realize how many people bring perfectly good phones to the genius bar because they don't know what they are doing, or they're obsessing over a tiny scratch and just want a replacement? It's a lot. So just because you are aggravated that they wouldnt swap it out, it's not the stores fault. Your phone was working as advertised when the genius looked at it.

I understand that u are frustrated. But your story really doesn't warrant the kind of rant you gave. Just relax and make an appointment earlier in the day, show up a but early, and make sure your phone will replicate the issue. Guaranteed you get treated nicely and walk out with a replacement device.
 
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noteple

macrumors 65816
Aug 30, 2011
1,407
328
You could file a complaint but the same manager will be handling it.

Your lateness will be their cop-out within the system.

I would write it off, some stores just are not all they should be.

Then again if you ever worked in one neither are some of the customers.

Try another store, and never make an appointment at or near close of business.

Best success.
 
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twigman08

macrumors 6502
Apr 13, 2012
478
1
I don't really see the "huge disservice"..

You made an appointment and you were late...3 minutes or 30 minutes.. You were late for a scheduled appointment. if you were there 3 minutes early the whole "cancelled appointment" thing doesn't happen.

And you also made the appointment right before closing. People want to leave their job when their shift is done. Simple human nature. People want to go home.

Lastly, your phone wasn't showing any signs of problems to the genius. Do u realize how many people bring perfectly good phones to the genius bar because they don't know what they are doing, or they're obsessing over a tiny scratch and just want a replacement? It's a lot. So just because you are aggravated that they wouldnt swap it out, it's not the stores fault. Your phone was working as advertised when the genius looked at it.

I understand that u are frustrated. But your story really doesn't warrant the kind of rant you gave. Just relax and make an appointment earlier in the day, show up a but early, and make sure your phone will replicate the issue. Guaranteed you get treated nicely and walk out with a replacement device.
I agree with you.

I'm all about great customer service and that you should always treat to customer with respect. I'm not saying what happened at the store was correct or good customer service, as it wasn't. Though I don't see how this deserves a rant like was given. You had a bad experience with a Apple store, a company that is known for great customer service and you automatically make this rant? Mistakes happen. If I had the same expierence you did I would just write it off and ignore it. It happens.

People act as if Apple can't ever make mistakes or something and if they do then it is absolutely terrible, no matter how "minor" it was (I do believe this issue is pretty minor). Apple made one bad customer service mistake with you and deserves this? At most other companies this is the way it is for EVERY store and every customer.
 
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