3 reviews of Apple Store UK in English
My wife's iPhone 4S, bought from Orange under contract, had a fault (sporadically turned itself off). After all the usual diagnostic stuff, resetting etc., Apple Support told me it was a hardware problem and should be swapped, so I opted to do it in-store at Covent Garden.
The 'new' phone that I received in-store had a broken microphone (there are two, apparently. The 'other' microphone, which switches on when you are on speakerphone, was fine), so again I called Apple, we established it was a hardware problem, and arranged to swap it at Covent Garden again.
Imagine my surprise when the second replacement phone also had a fault - in this case, it had a greyed-out wifi switch and we couldn't turn wifi on. Again the problem didn't go with resetting and again, Apple concluded it was a hardware problem.
I don't know how long this would have gone on - ultimately, I decided to give up on Covent Garden and go for home delivery, and the last replacement phone appears to work fine.
I wouldn't bother writing this here, but when I asked to make an official complaint, I wasn't particularly happy with the response I got. Initially, I was told to call the store manager. I said I didn't think this would help much, that the problem should go higher than the source. Then I asked what feedback I would get by making a complaint to Apple Support over the phone, whether I would be contacted or receive any sort of acknowledgement of my complaint. I was told I wouldn't, but that I could rest assured that the complaint would get through to the store manager.
I don't really think that is good enough. I don't really believe anything will be done about it, and in fact, an embarrassed apology from Apple for the time I wasted and general inconvenience of resetting broken phone after broken phone wouldn't have gone amiss either. I feel I have given Apple a chance to acknowledge my experience and make amends, but they declined that chance.
Super service. There were so many customer service assistants walking around making sure all the customers are being looked after. I was seen on time and the person that dealt with me was very nice and friendly. Steve would be proud.
I really don't want to hate on the apple store but I am fully prepared to face the i-lovers wrath, as beautiful as this particular store is; I am not impressed with the customer service.
They have on estimate a billion 'experts' in their blue genius tops hanging around on what can only be described as a mass coffee break, but when I turn up 5 minutes late for my pre booked genius bar appointment, pleading that the tube's planned engineering works have nearly driven me to tears, all they can say is that the 'system' has now automatically cancelled my appointment and no one is free to help me, oh I see those people are just paid to wear blue t-shirts and smile inanely then!
My other slight puzzlement is why do they all insist on asking me if my problem is with my mac or my phone? Neither! It's my ipod! Remember those crazy retro things that made you the huge global mega stars you are today?!
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