Talk About Terrible Customer Service -- Walnut Creek, CA Apple Store
Just a word of warning: steer clear from Senior Manager Phil R! I scheduled an appointment with a Genius today to have my iPhone 4 inspected for some strange battery drain (basically runs from 100% fully charged to ~30% within an hour, despite my monthly recalibration and normal daily charge routine). The associate who tried to assist me initially basically lectured me on restoring my device as new; DFU mode; etc., etc. I calmly but respectfully informed him that I tried everything already. All I really wanted was for him to fix or replace my battery as this is my primary line. I also use my iPhone 4 for work. This gentleman advised me that replacing the battery will cost me ~$79.
However, here is the interesting part. Yes, I originally bought my brand new iPhone 4 directly from AT&T last November. As a mother of two very active preschoolers, I had my hands full, including my phone, when it began raining around noon. That first time, I was ready to shell out the necessary $199 to cover the cost of a replacement as it was my fault for getting my device wet. The associate from that store (Emeryville) surprised me with a new iPhone instead. Unfortunately, that particular replacement had a bad battery that lasted me 1 hour max. So, I had another Genius look into it and he replaced it without charge (I wasn't expecting that as I had the $79 ready to pay for repair). As my luck would have it, this handset continues to exhibit the same defect, and I thought trying a different store will help (thinking that maybe the other store received a load of lemons at the time). Associate at this location--Walnut Creek--performed the usual diagnosis on the battery, which turned out to be 'normal', even though he ironically acknowledged that the percentage was decreasing by 1% every minute I told him he can obviously see the defect and to please just fix my device... as long as it lasts me at a minimum of 8 hours, then I'm fine. I shouldn't be charged for something that is not my fault. Please keep in mind that I did call Apple earlier about this issue, and the lady informed me that I should be able to get a replacement under warranty of a clearly faulty battery, free of charge (she noted it, too). Senior Manager Phil R came into the picture and basically threatened to have me escorted outside by the security, and to never come back to that store again... that I'm wasting his time. Wow... I mean, I was just stating my case as calmly and respectfully as I can but be treated this way? Just wow... never coming back to that location again.
While I have the means to pay their $79 service fee, all I was doing was reiterating what the AppleCare lady told me. I never even thought that a person, especially a senior manager, would treat me so rudely. Whether you have to break some good or bad news to a client, good customer service is the key if you wish to have them coming back to buy more of your products/services. But hey, whatever. I still thanked the first Walnut Creek associate for at least treating me fairly before exiting the store.
I really hope that this Phil R is just having a bad day. If this is really his personality or definition of customer service, then God help him haha.
Last edited by bizfox; 08-08-2011 at 03:58 AM.
- 08-08-2011, 02:00 AM #2
- 08-08-2011, 06:05 AM #3
lol...while i feel for you for your situation with the battery, i've got to ask...were you calm as in "normal human being holding a conversation inside a store" calm? Or calm like "I've got two little kids running around and I'm stressed and IM NOT GOING TO TAKE IT ANYMORE! GIVE ME A NEW PHONE NOW DAMMIT!" calm?
If you were asked to leave...my money's on the latter.
I could have read some Yelp reviews on the store itself and saved myself the trouble with another location if I wasn't so worried about my phone dying on me all the time haha. There was actually a bad review on that particular manager there... didn't know until I collected myself from the initial shock and remembered the same name from his business card.
- 08-08-2011, 08:56 AM #5
Well, if that's the situation, I would probably contact AppleCare again and explain it to them. Since they pointed you to the store, they should know the situation is not resolved and that the behavior of the store manager is probably not to the level they expect from such a position. If the manager has other complaints against him from other customers, I'm sure Apple will address it as they see fit.
- 08-08-2011, 09:20 AM #6
I actually have 2 Apple stores within a convenient distance to me...one is basically in midtown Atlanta, and the other is just outside the perimeter...i scheduled an appointment with the closer location and showed up about 10min. early, but to my surprise they did not have me in the system...i asked the desk to check and sure enough, i wasn't on there...i then showed them on my phone where the appointment WAS showing up, and it turns out they bumped me off the list because they called me 20min. early and assumed i wasn't coming...
Then told me that i'd have to wait until there was an opening or another cancelled appointment...i politely told them to shove it and walked into the other location, explained what happened and they sympathized with me, and took care of me immediately.
After leaving feedback on FourSquare and several other sites online...i noticed a trend...almost EVERY review given afterwards had some kind of issue, and resorted to the other store for better assistance and a more welcoming experience. After about a year...the initial stores ratings drastically diminished and i felt kind of like a warrior who started the battle cry...lol!
Good luck in the future...hopefully another location will give you the service you expect from Apple...
- 08-08-2011, 05:38 PM #7iMore Intermediate
- 199 Posts
I have had unhelpful apple employees here in canada and i have not held back and gotten very heated with them.
I am surprised they asked you to leave. In canada atleast the apple employees are top notch and very easy going and nice.
I would for sure file a complaint with cupertino.
- 08-08-2011, 06:20 PM #8
You're going about this the wrong way. Definitely report him to Apple, or his manager, or just someone higher than him. The entire store shouldn't suffer because of his attitude. Nor is a few people not shopping there going to effect them or their sales (that much).
He needs to be reported.
Last edited by Bias X; 08-08-2011 at 06:22 PM.
- 08-08-2011, 08:28 PM #9
Update (and Thanks!)
I went ahead and posted a review of my experience on the Yelp site this morning, as well as reported that senior manager to Apple. Fortunately, calling Applecare earlier today finally resolved my battery drain problem. The kind lady shipped a brand new iPhone via Fedex Overnight service under the condition that I return my defective unit within 10 business days. She also took care of my store situation by asking her manager to send feedback, regarding that Phil R guy, to their corporate office in Cupertino. Pretty good and speedy service today Can't wait to get a working iPhone in a few hours (I'm using an old flip phone as an alternative, and it's just too weird adjusting to it after having used smartphones for several years lol)....
Thanks everyone for the suggestions! I don't want to get anyone fired, but hopefully, a reprimand from corporate or his other superiors can wake him up to delivering consistently good customer service next time. Good day!
Last edited by bizfox; 08-09-2011 at 02:02 AM.
- 08-09-2011, 07:02 AM #11
- 08-09-2011, 08:22 AM #12
- 08-09-2011, 10:08 AM #13