Apple Southland

I had an appointment at Southland a few days ago regarding the clock changing to a green to pink have been for the same problem before. I met up with the first technician he said there’s not much that they can do. It’s a software see how you go just about to sweep out the door.
I said I’m not put up with this as the phone cost me for the next two years, $1.600.
He left a desk and came back 10 minutes later, with I assume a manager the manager came very close to me. I told him to please move back. He started to intimidate me. I told him mate all I want is this problem to be gone? I’m very concerned he then had a high pitch and said I am offended by you calling me mate! I then told him I would like to call your brother.he didn’t introduce himself nor his name. He said, I’m very close to you because that person is very loud, he threw his own employee under the bus!
I told him of the issue he’s suggesting was what do you want? Do you want a new phone? What is it? Did you want? I will make this hard for you.his belittling inappropriate behaviour towards me.
I shut down.
He proceeded to scroll in my wallpaper and said why are all these? Wallpapers open.
He then manually added extra white to the wallpaper, Took A snapshot picture after he altered, the colour tone pretty much he was done, which is not factory standard.to me again, that was concerning.
After his bully techniques, he suggested that I take a basic class to operate a mobile phone?
Walked away and went to see other clients.
Next morning, I rang Apple support and told of the incidents that I will not be returning to Southland Apple Store again.
Apple support, made an appointment for me to see a technician at Chadstone shopping centre complex.
I saw a fellow called James. It felt like I went to another company. Well, educated, well mannered, well presented and well spoken.
James understood the issue and immediately had a plan which could of have been rectified on the first point of call James proceeded within an hour I was out of there
Thank you Apple support on Phone and thank you to the Chadstone Apple support team for taking care of your client.

I have had recurring issues with my AirPods Max and went to this store to attempt to resolve them. As a lawyer, I understand Consumer Law very well and was quite shocked when the Apple Specialist called over a manager who proceeded to tell me that Apple had reached an agreement that all Apple products would only be covered for 2 years under the ACL; a statement which is highly vexatious and misleading as the ACL does not use timeframes as its primary form of analysis.

The manager then proceeded to insinuate that I was lying about the issue and attempted to educate me on consumer law of which none of his information was sufficiently accurate. Perhaps this is the fault of a lone manager or Apples system of education to its employees but I doubt they would tell their employees to say such things as an attempt to what I can only assume, shoo away customers. He gave me a brochure for the ACL and said “give that a read”. I felt like I wasn’t listened to and was given a cold attitude from the moment he approached me even though I was very calm. It was also quite clear to me that his knowledge did not even satisfy the bound of the brochure that he gave me.

I contacted Apple support and was assisted by a senior advisor and the Consumer Law Division of Apple Australia over the course of 2 weeks by using the argument that AirPods Max should last longer than 3 years to which they agreed. I was given a case number and could pick whether to return to the store to claim my new pair or send my current ones in and receive them in the post.

I elected to go back into store and the person that assisted me told me that the case number I provided was not sufficient to look at any case notes even though I watched him not even attempt to input it into the relevant section in his iPad. He said that he can’t help me so I rang Apple support again. By the time they answered Apple Southland had shut and they said to go to another store if I wish to the next day in order to get my replacement.

I went to Apple Chadstone and was immediately assisted with a sense of care. I only wish I got the employees name. He put in the serial number of my AirPods and pulled up all the case notes and discussed with me that the employee at Southland can and should’ve tried to do that. I do understand it is not a typical situation but both he and the managers at Apple Chadstone were prompt and were completely willing to help. I was in there for 10-15 minutes and was out with a sealed pair of AirPods Max which work great.

This is of course a reflection on the professionalism and courtesy of staff at Apple Chadstone and the absent minded, misleading staff that I dealt with at Apple Southland. Going back and forth to this store without a modicum of sense as to their willingness to help combined with an employee misleading the ACL in such a blatant and unprincipled manner. This sort of behaviour towards consumers is why so many people hand out extra cash for new products when they don’t need to or have an expensive brick lying in their homes. This is very serious conduct and in contrast with the service I received at Apple Chadstone, this almost felt like a different company.

Really disappointed in Apple at all.

I have my camera lenses broken, and they said to me, that is the only part which cannot be replaced.
When I applied to them on their app, there was not this option, there was an option to replace the whole camera, and it would cost me $309 (according to their official service).

Really disappointed in this company and it’s service. I spent an hour driving here!

Guys, who knows any recommendations about where I can change those lenses?

Normally very impressed with apples service but today I went in as my Apple Watch band broke (only had for a month). I explained this to a customer service member who advised me that he had to ‘book me in’ with someone to discuss further and then it may or may not need to go to Genius Bar. After waiting 10 mins (despite loads of the CS team standing around) I left. Too many hurdles for a simple watch band replacement! Frustrating!

Excellent service from start to finish. Love the fact that I can call Apple help centre at any time and have my problem solved over the phone. In store extremely helpful with my purchase and transferring of data.

Time wasters. Left standing while my Genius (now THAT’S a joke!) Bar person (Tara) disappeared, telling me they’d be back in a minute. Asked another member where she was and was told she had gone “off site”. Totally rubbish service, and this was not the first time. As others have said, lots of t-shirts mostly talking amongst themselves.

Amazing service from maddie.helped me with being hacked to feeling comfortable, safe and secure again.answered all my questions & more.thank you so much maddie! ️

What you notice the second you walk into the store is that the staff really understand the Apple products. Very responsive, very informative, and the benchmark in customer service.

We’re always impressed with the smiling, helpful and knowledgeable staff at Apple Southland. We recently bought new iPhones and were delighted with the thorough, warm (and patient) assistance we received from Guy and Andrew. Thank you!

This was a terrible experience. I went in to buy an iPhone 14. The place was teaming with staff. They have spotters who take your name and then you have to wait for someone to tend to your sale. One lady came up to me - asked my name, checked her iPad and then essentially walked away. They must have specified teams working specific areas. I waited for a couple of minutes - no one came up to me. I walked out and went to JB hi fi downstairs. They had a lot less staff but when they approach you they actually stay with you and finish the sale. The deal was done in 3 minutes. PS. Apple Store all sold out of iPhone 14 Pro in black. Plenty of the other colours. Simple fix. MAKE MORE IN BLACK!

Really thankful to the man who served me today and ensured my laptop was repaired within just a few hours to ensure I could continue with my studies ASAP. Greatly appreciated.

Identical to every other APPLE Store. I just don't understand why we pay more for apple products in AUS. & no it's not just the $ exchange rate difference.

Worst customer service I have ever experienced. Kept me waiting for 25 minutes after I already had to book an appointment. Entire appointment system is so frustrating and can’t walk in or book over the phone and staff are utterly useless.

Service here is 100 times better than Chadstone store.
Came here to get my Airpods replaced because the charging was faulty and Chadstone did basically nothing about it. Southland was able to find the problem and fix it.

Also came for my phone to be looked at, the lens had a weird grey dot that came up in photos. Andy, the man who helped fix everything was wonderful. He was able to get my camera lens replaced in less than an hour AND replace my AirPods for me.

All good in-store until you receive a dead iPhone. It wont power up or charge straight from the box. Now I've got a $2500 brick that wont turn on and no one can find my order details from the purchase at Apple Southland yesterday.

Online support, sales, tech teams all can't find my order in their system. So called the store direct, Angela is a 'specialist' but also doesn't have access to look up my order details. Asked to speak with the manager, apparently not available. Waiting on a call back to resolve this still. Was also told I could not have the name of the 1IC store manager.

Would be easy to bring back to store to exchange, however I live 4hrs from the store and the store also says they now don't have stock of this exact model until sometime next week. So not worth the 8+ hours return trip to just visit the store.

I should have purchased online, at least then the order details would be in my apple account (no record of this order from in-store anywhere apparently). Online orders ship for free, so this would have meant a replacement would also be shipped to me, avoiding having to visit the store again.

All good and quick service when you know exactly what you want, quick to take payment and send you out the door. But if you have an issue, it's a pain to sort it out.

Absolutely useless. Jade and her boss, Hannah, should both be sacked. Don't know their jobs and completely useless and unhelpful.

I must say that today when I went to Apple I experienced the most efficient and seamless transaction I’ve ever had. They have the systems down pat and the salesman was a totally professional.

Great experience couldn’t ask for anymore. Replaced my faulty iphone no questions asked. Shania was 10/10 with great customer service a credit to Apple. I will definitely be back.

Always a great experience with great customer service. My thanks to staff members for locating ONE of only 6 Ipod Touch left in the market. Bought that at Officeworks. Returned to Apple and again very supportive re a case and screen protector. Brie, many thanks for your customer service and professionalism. 5 stars to a very busy shop.

Charlie went above and beyond for me at Southland Apple. Not only was my phone not working, my computer started to slow down too. He kept high spirits and I completely trusted his ability to restore my devices and keep my data. Charlie was 10/10 Genius and I’m grateful to him. Also shout out to Tara for her help, her skills and her equally kind personality. Overall fantastic result and wonderful customer service.