Apple Southland

A HUGE thank you to the incredible Charlie on the Genius Bar for the most amazing customer care. After being the victim of a computer hack, Charlie was my knight in shining armour. He spent over a day and a half patiently taking care of all my concerns from the computer wipe, reinstall and many other issues. Despite my utterly stressed out state, he was able to reassure and calm me and never ever hurried me or patronised me. Thank you Charlie. You are one in a million!!

Some weeks ago my Airpods had become problematic, specifically the left Airpod would die of battery in under 30 minutes. I purchased this from the Apple store in Southland (as I have done previously on thousands of dollars worth of Apple products), thus I returned to have the issue resolved.My first visit was March 25th. The service rep inspected the hardware every which way, and eventually told me to take screenshots of the Airpods in use to verify the issue as he could not verify the issue himself despite his efforts. I obliged and took the screenshots following this interaction.My second visit was April 30. I arrived with my screenshots, was passed around to three staff before eventually landing at the Genius bar with someone I assume was a new employee, or frankly, an incompetent one. I asked him how long Airpods should last on a full charge - what I assumed was one of the most basic facts to know to work at an Apple store - only for him to Google the answer in front of me. This same employee after some deliberation and a half dozen questions thrown my way then swapped the single left Airpod for me with a replacement. He told me to go home, reset the Airpods and all will be well. Not the case though. A message appeared on my phone saying the new replacement (left) was 2nd gen, the existing Airpod (right) was 1st gen.I then called the Apple support line that same day, 5.06pm. The customer rep told me to return to the store for “better service” and that if I was not happy with the service, to escalate the situation, which is what I am doing now.I returned to the store today, May 1. I meet another Apple employee who understood my frustration at having to visit three times just for an Airpod replacement. He first promises he will replace the set for me. He then speaks to his Manager, William, who via his colleague tells me I have to buy a replacement pod for the original, functional Airpod so that they are both 2nd gen. I refuse.Eventually, William approaches me directly. In an effort to squash my request, with no interest or care whatsoever at the hours and visits wasted to this store, no questions asked etc, he loudly tells me so others around me can hear clearly, that the 1st gen Airpod does not belong with the rest of the set. OK, understood. I have no idea how this happened, nor do I know why my Airpods worked fine for 14 months anyway, but inHere are my questions/frustrations: why did I have to visit three times and meet multiple staff only for someone to rudely and bluntly imply I’m a fool for even being there to discuss this? There is a lot of accountability on those staff to check serial numbers etc, this could have been concluded much earlier, thus not wasted so much of my time?Why does William feel it’s fine to override his colleague’s decision to look after a long term Apple customer, and instead berate me for being frustrated at the situation?This is one of the worst retail experiences I’ve ever had, definitely worst at an Apple store. To top it off, I went to JB Hi Fi 10 minutes later and bought a new pair of Airpods (on sale i.e cheaper than the Apple store). Transaction took 30 seconds and I was on my way.Considering all of this, why should I ever visit an Apple store again, especially this one? I used to live in Cheltenham so I know many that frequent that store. Why should they?Can I suggest William undergo some soft skills training. This is not how retail staff should operate and frankly a retail staff member should not behave like a small business owner. He represents the brand, he did not create it nor does he own it.In addition, can I suggest training for some of the staff there too. EVERY Apple employee should know how long Airpods last on full charge. EVERY Apple employee should spot the mismatched Airpod issue from the get-go, rather than waste a customer’s time.Frankly, the most disappointing thing is how easily I was dismissed as if I was wasting William’s time, despite all the time wasted of mine. I've escalated this with Apple. I'm just sharing this for others.

I have been really happy with the service I have received at the Genius Bar on the 2 occassions that I have needed to use it. The staff have been really friendly and explained what was going on. I have been seen promptly at my appointment time and my phone was fixed and ready at the time that I returned. I'm really grateful that the service exists!

I am beyond impressed with the professionalism and assistance I received from staff member Tara. I had booked in for a 4:50pm consultation in regards to my iPhone not turning on. Even though it was the end of the work day, Tara welcomed me so very warmly, was highly knowledgable and paid attention to all the small details. She seamlessly addressed my concerns and updated me throughout my visit. The other staff were also very friendly. The store was impeccable and easy to find. Thank you so much for such a great experience; I left, tearing up in gratitude. Please pass this feedback onto Tara and her manager.

Show up, make a booking, come back later oh! Bookings missing. Wait. Wait. Served. Wait wait. Setting up new phone. 4th server had to ask colleague 3 times to answer my question. About 2 hours later walk out. Monstrous corporation, some staff dead and not motivated. That’s 2023 for you.

My ear pods were causing me some grief, served by John who helped me get them tested and replaced. Very impressed by John's customer service skills. He was very helpful and friendly. Great Job Apple, you never disappoint.

Came here to buy a new iPhone case. Was served by Les who was very patient and friendly. He was able to help me find the exact phone case I was after after recommending a few different styles and materials that the store offered. Great customer service, and I will be coming back to this Apple store. Cheers Les :)

Quite busy my assistant mubbled threw his mask and more interested in getting back to the room. He kept telling me to go home and finish myself, if I could resolve I would not have come. On the way out another staff member couldn't have been talkative and helpful, he should be teaching customer service.

Definitely the worse retail store I have ever experienced. On the initial visit while purchasing a phone I was 3 hours waiting to get all of my data transferred to my new phone via I cloud and I was assured all my data was stored on the cloud. The phone turned out to be faulty 4 weeks later and I needed a replacement phone. Instead of giving me a replacement phone right away like they ended up doing anyway they decided to delete all the date without providing the appropriate information to me. Eventually they replaced the phone andin the process deleted 4 years worth ofimportant family and business information that I will never get back. All of this came about due to the lack of professionalism and knowledge.