I am very dissatisfied with this company. I found the sales reps to be misleading in their communication, lacking in knowledge of their products and the management does not have a solid understanding of the concept of customer satisfaction. On April 29th I went into the store with my 15 year old daughter because her IPhone 5S stopped working. After they looked at it I was told it was broken, out of warranty and the sales rep presented me with a few options. Basically I was told I could buy the same model or upgrade to a SE or the 6S. Since I was not prepared to take on the added cost of buying a new phone, thinking all she needed was a new battery, I spent some time communicating via text with my wife as we tried to decide what to do. Still unsure, I was told by the sales rep I had 15 days to return the iPhone 5S. BECAUSE OF THIS STATEMENT, which I relayed via text to my wife, I went ahead and spent the $269 for the new IPhone 5S and left the store while however on day 14, when I decided to exchange the item I was told by a different sales rep that this I was unable to return the phone even though I was told otherwise. I spoke with the store manager David Reynolds who was very rude and arrogant when I informed him I was told by his rep I had 15 days to return the item. It seems he was taught the way to be professional and customer service oriented is to handle a customer's justified complaint by calling them a liar in front of their teenage daughter. When I proceeded to show him proof of the text message between me and my wife where I stated in a text "the rep says we have 15 days to return the item or upgrade it, this did nothing to improve Mr. Reynolds unprofessionalism. Clearly I would have had no reason to send that text to my wife two weeks prior since at the time I would not have known then that two weeks later we would have ultimately decided to upgrade to a more expensive phone. Although I was offended by his continuing disrespectful manner to a longtime apple customer, I nevertheless tried to make my case to Mr. Reynolds however he rudely responded by saying "youre angry so you need to leave the store". Mr. Reynold's level of incompetence is immeasurable. If one is not able to deal with dissatisfied customers, then they are not qualified to be in a management position. The irony is that after my incident I noticed in the Bridgeport store reviews from others that I see this pattern of behavior from this store. When dissatisfied customers complain about an issue instead of working to resolve the issue the go to position is instead to tell the customer they are being too loud and disruptive and are asked to leave the store. Kicking customers out of your store instead of working to resolve the issues that made them dissatisfied is a management style that should serve to close this location or at a minimum require retraining or hiring of a management team that understands the term customer satisfaction. Mr. Reynolds clearly does not.
I have called Apple Care customer service and complained they were outraged however they could not make the store honor the commitment I was originally given. They said the stores have their own agendas and apparently it's not customers. It seems rather evident that the Bridgeport Apple Store does not believe in customer loyalty or customer service. Customers are just a number to them and they are indifferent if they lose your business. I refuse to be nickel and dimed to death by Apple. I have been a customer for many years and its outrageous they have the audacity to not only lie to me but to also call me a lair and to have their representatives and their supervisors argue with me, and to do it in front of my daughter. The disrespect is never-ending. How about treating your loyal customers with some respect? It would seem Apple would be well served to invest in some real customer service reps and become a company that values its customers enough to treat them with honesty and respect and give them correct, timely information from trained competent representatives. My whole experience would have been a positive one if someone had taken the time to really listen to what I was saying and at least pretend to find a solution to accommodate my needs and address my concerns. Shame on you Apple at the very least, act like you care enough to make an effort by being accommodating and stop arguing with your customers! You're products and services are not worth what we pay for. I have spent tens of thousands of dollars on Apple products over the course of the last ten years. I have been a loyal apple supporter. Where did that loyalty get me when I went into the store and expected the sales rep to honor the agreement I was offered? Nowhere. I believe loyalty is a two way street so now those days are over and it is now time to give their competitors a chance.