Quick story.
Bought my Daughter an iPhone 5S for Christmas as I'm a sucker. Last week started to lock up with a blue screen and not able to reboot. Went to Apple store in Cambridge, as I bought it from them, but had to wait half an hour to get an appointment at the 'Genius' bar. Anyway, they got it going again by making it download IOS again and after a while phone was fixed.
Cue Saturday. Phone locks up again at least 5 or 6 times, but we manage to get it going each time but obviously broken. Decide to go to store on Sunday, so arrive early at 1030 as they don't open until 11. Second person in the queue. Told I have to make an appointment and the earliest is at 12. Really hacked off as it obviously needs replacing. Anyway back at heaving shop at 12 and after about 30 seconds with the phone the helper agrees to change it and within about 15 mins I am walking out with a new phone for my daughter. All good yes?
No.
If I have a device from any other store, and I go back with a problem, I am seen as soon as possible. John Lewis, Pc World and any other store would not do this. Why did Apple. Note the used of did. I was sent a 'how was your experience today?' questionnaire. So I complained about the system.
I was phoned today by the store manager. He apologised and said that I wasn't a lone voice in the UK or indeed worldwide. And Apple are changing the system. So if you walk in with a broken device you should be seen quicker. So a slight well done Apple for realising that treating people in this manner is unacceptable. The only reasons I could see why they did were a need to keep costs low by employing less staff (although there were loads around on Sunday) or do they get a lot of machines needing support? Don't know but at least they did listen.
God that took longer than I thought.
