Apple Highpoint

Poor customer service!

I been using the Apple phone since 12years, I never ever seen this kind poor service anywhere for a company like Apple!

It’s not even worth to give one star!

Profesional genius aproach, well motivated and solution oriented team! They change our faulty 2 weeks old mac without a question. Will definetely go buy from here next time!

Super friendly customer service however queues are long and wasn't able to get a get a reset done on my iPad. Regardless clean store.

All the Apple Stores including this one discriminate against people who have lawful medical exemptions due to the mask policy

Very unmanaged and rude staff. Had to wait more than hour just to get my charger fixed when initially they informed the wait was going to be 30 minutes or so. Poor service.

Got a wonderful dose of discrimination here today when a security guard tried to bully me about my not wearing a face mask due medical condition. Had to leave the store due to the discrimination. Pathetic

I made an appt to buy an iPad for my daughter. I spoke with the sales rep called “Jay” which showed a careless and arrogant attitude throughout the entire shopping experience. I would suggest the store manager to hire staff that care and provide appropriate training to give good customer service. After taking time to book and appt, the minimum expectation any customer has is to be treated well. Very disappointed in the service provided by “Jay” (if you don’t like customer service than find a different job)

Had my iPhone battery replaced. The wait took twice as long as expected mainly because of COVID Restrictions. Thats not really my problem though. The real problem was that when they replaced my battery, they didnt reinstall my screen properly which caused quite a bit of damage causing quite a hefty price to fix. As an authentic Apple store, they made mistakes that even third-party repair stores wouldnt make. Not happy at all.

I forgot to make an appointment but they managed to squeeze me in at the end of the day. Got my Apple remote replaced free of charge. Staff were very friendly and professional. 5 stars!

I really enjoyed my shopping session thanks to Santiago:) (Sorry if the spelling is wrong). He was really helpful when I bought Ipad pro and kept talking to me that I didn't feel awkward at all! He was very friendly and I really appreciate that he took time for me and helped me. Thank you!

Worst experience to dealing with one of the staff 'Jay'. He thinks that I donot know what is warranty means in apple & warranty coverage.
He is forcing me to take apple care & when I denied then He was showing me the cost if iphone screen is damaged & so on. He asked me 2nd time that what it warranty means & definition? I am currently working as warranty supervisor & this is my 3rd iphone so please apple tech this guy some respect & tell him that donot judge person from his IQ level
Not happy at all. Also he is not helpful as he is not interested to showing me any product & features.

Dont call yourselves genius' when you all are nothing but robots regurgitating apples website verbatim.i can read, i dont need you to tell me what your website already states.apple please train your robots to recommend something other then for me to go see a "third party specialist so they can recover you data with a microscope"

I had an appointment today to change my battery in this store and was there 5 mins before my appointment. They asked me to stand in the queue and it took me 45 mins to enter the store. At the end, I wanted to speak with the store manager about what’s the point of getting appointments and why I had to stay in the queue for 45 minutes. But it seemed to me that they introduced someone else from staff as the store manager! She was very rude and said I should have gone to Apple care on a weekend instead of coming to the store! This obviously doesn’t explain why did they make the appointment and the huge delay.

Very unhappy with the staff and this store’s service! Didn’t expect this from Apple brand!

RUDE CUSTOMER SERVICE by the store staff - will be lodging official complaint

Apple store complaint

I visited the Apple highpoint store in VIC on the 28/Jan around 3.30 PM in regards to iPhone 12 Pro silicone case exchange warranty issue.

Was served by a lady cacusaian medium hair length blonde. Approached and advised the case was bought on the Jan 05 /2021 and started to show signs of failure within the case in particular splitting and volume up and down button area component protruding bit outside which is abnormal. I explained that this is unreasonable quality and a manufacturing defect, the lady replied, this is normal wear and tear, how can it be wear and tear and normal as it has only been used under 30 days and does the product in this instance (iPhone case) does not come with reasonable quality and should be lasting a reasonable period of time not 30 failure within 30 days? She had a quick chat with the manager -male, came back and told me nothing they can do. I said fine, can I at least talk with the manager to explain bit more in-depth explanation, she refused, gave the same answers back and in the end did not even ask the manager. She said she cannot help me and ask me to leave the store, this is a very rude and bad customer service, have I offended anyone here? , I have not sworn or say anything to anyone, all I request is reasonably to have a quick chat with the manager in charge. She said im wasting everyone’s time, with the amount of products I have purchased from Apple store before I am very appalled by the negative experience this sales staff has replied to me in. I don’t blame the manager as he is doing his only thing, but at the very least the lady serving me needs to learn some people skills and learn to have empathy towards customers. I said okay no worries, I will have a chat with ACCC and make a formal complaint, I kindly asked name of her and the manager’s name but did declined. Hence, I walked out of the store and the lady spoke to the security guard and said “ do not let this guy come again, they are all like this “. At this point I am very upset and have left the store and I felt racially discriminated as why does she need to use the word “ They are all like this “, don’t let him in again”. As a customer, I have not even shouted or yelled at anyone, but spoken in a reasonable way, I am very upset by this and wants the store manager in charge or Apple to get in touch with me directly to solve this complication.

I went home, talked to apple advisor, sent them a pic of the phone photo, they will mail the iPhone case out due to warranty defect, where is Apple’s customer value and pride is this how everyone should be treated especially by this lady, representing the “APPLE brand”?

Apple Highpoint! Absolutely disgusting service. I’ve made an appointment to purchase new items with which I get told to line up! Hour later and I’m still waiting. But yet, there are multiple team members walking around talking to each other where they could be put to better use. I’m not the only one that are expressing there disappointment!

Serve by two staffs today, one looks like from local (repair), one is from India with long hair? The Indian staff was very helpful, patient and friendly even I stay a long time. The five star is for him

Visited the store today with the same issue I had a week ago regarding battery life and phone getting hot. That's 4 hours wasted not including travel! Excuse given it's a software problem. If it's a software problem, it should not be my problem. Would expect them to replace the phone given its only 3 weeks old. Now have to wait another week for further testing. Disappointing given the price of the iphone 12 pro! Manager not willing to do more then just the bare minimum. Standard "explanation" just to shut you up. Very poor customer service for a large corporate company.

Not enough staff & poor top down management. They told me I had to wait over 4 hours to get my phone (that’s under warranty) looked at by a tech. My phone is physically really hot and is having heaps of issues & my work consistently relies on it.
Last straw with Apple. I’m swapping platforms. You’d think considering how much money comes through the doors that they could sort this stuff out.

Historically I’ve despised apple for its anti-repair approach however I just had an excellent service experience. Although they were busy, their waiting text system worked really well.

I was a bit stressed but a specialist Aaron really looked after me and made the experience much more pleasant than I was expecting!

When its busy and you want to go to the main register to speak with an assistant and you realise there is no register and your standing in the middle of the shop looking lost. That's always fun.