My complaint:
i originally had an appt. for a battery to be changed on my AppleX phone on 32722 2:20pm. When we got there we were told by Adam D.they didn’t have some software they needed from Apple. They didnt bother calling me. We rescheduled for 4122 @2:20pm. We went in, waited a bit, then the SAME guy, Adam D., who waited on me last time was there. He looked up the appt. and 10 mins later said when the battery is changed out on Apple X phones, the speakers have to be changed out at the same time. He said I have 2 choices: a) let them HOLD onto my phone for 3 DAYS or b) take the phone with me and not get the battery changed out. I asked for a supervisor. Mark came over around 3pm. I explained everything and as I did his reply would be Yep, thats right with a very sarcastic attitude. And I explained I CANNOT let you have my phone for 3 days (most people can’t, but I also had explained my mom is going thru stage 3 cancer treatment so I NEED the phone in case she calls and needs me!) Mark said Then you will have to go somewhere else. As you can imagine I was pissed off, my reply WTF?!?! This is BS. Mark replied Oh now your swearing so you can just leave the store! I told him imagine if he was in my shoes, I have wasted 2 different days to get this fixed and now im told you have to HOLD MY PHONE FOR 3 DAYS! I told him he had an attitude since he walked over. His reply was Oh, Yah. I had an attitude, heh? with the tone of a man ready for a brawl!
1) There should be instructions that pop up for the Geek Squad agent when a certain Apple cell battery needs to be replaced with any other supplies needed BEFORE they can provide the service! I would have saved the 2nd trip up!
2) setup your system so when an order comes in from Apple for repair YOU GET THE CUSTOMER PHONE NUMBER! SO I could have saved the first trip up!
3) Is this how your management treats customers after YOU GUYS dropped the ball? Twice?!?!?
I MADE AN APPT AT APPLE STORE ON MY PHONE AT 3:15PM FOR A 5PM APPT SAME DAY (APR 1ST)! I HAD MY FIXED AND ON MY WAY ABOUT 7:30PM. THEY SAID NO NEED TO BE HOLDING YOUR PHONE FOR 3 DAYS!
Suggested solution:
1) There should be instructions that pop up for the Geek Squad agent when a certain Apple cell battery needs to be replaced with any other supplies needed BEFORE they can provide the service! I would have saved the 2nd trip up!
2) setup your system so when an order comes in from Apple for repair YOU GET THE CUSTOMER PHONE NUMBER! SO I could have saved the first trip up!
3) Is this how your management treats customers after YOU GUYS dropped the ball? Twice?!?!?
