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Mike G.

Contributor Level

Total Points
174

2 Reviews by Mike

  • Apple

8/27/19

Case Number: **************
Formal Complaint Apple Store, Intu Centre Watford, Jason Duty Manager.
Dear Sir,
The above reference number relates to a complaint I logged by phone whilst standing in the Apple Store and standing next to the store duty Manager Jason commencing circa 4 pm this afternoon on Tuesday 27 August.
Jason would not give me his surname or any further Apple ID. He accused me of being rude to him.
I certainly was direct' in my approach, but did not raise my voice or use any bad language.
Apple's whole ethos revolves around customer service. The service I received today, was recorded and was the worst I have ever received in a retail environment. It was arrogant, unfocused, unhelpful and incredulously poor.
I purchased an Apple iphone XR, blue for £799 in person at Apple Store, Intu, Watford on 25 April 2019. Strangely the service I received that day, was impeccable. A technician on hand' to download and change over my data from my old iphone 6.
I have been having experiences' of my new iphone getting hot when it is processing, and on a visit to Devon at the weekend using google maps', it got so hot that I could not hold it. It worried me as it would anyone.
My first opportunity to return the product to store was today. Tuesday after the Bank holiday Monday.
Jason the store manager' / most senior staff member, apparently, took my enquiry. This is how it unfolded:
1) We don't have any technicians here today (3.30pm) to have a look at your phone.
2) You can come in to a walk in tomorrow, with luck there may' be someone to look at your phone.
3) Alternatively we could arrange a fixed appointment, but the earliest possible is Saturday.
4) I was extremely annoyed. Said I'd not paid £800 to get no service. Said my business relied on the product. The product is under warranty. Expressed anger and annoyance; asked to see a more senior person.
5) Was told a more senior person existed' but was not in' or available'
6) In the meantime another customer standing close by had come in and had clearly had a simple diagnostic check on their device, clearly without appointment. Several technicians were happily available when sales' took place. None could be found for me it seemed.
7) My round trip from home/business is 25 miles. My afternoon had now been wasted. When the phone was sold to me I was told to return in store at any time' with any problems and they'll be sorted out immediately'. The Apple warranty is written similarly.
8) In utter disbelief', I asked the same manager, as he stood in front of me for the apple help line number: *******0408. I spent 1 hour and 14 minutes on that support line phone number in The Watford Store with this Store Manager Jason standing in close vicinity, watching this charade unfold.
The two very helpful operatives at apple support centre/overseas, showed complete dismay at the way I was being treated. They raised a formal complaint as numbered above. They suggested this was all they could do in the circumstances. When I handed the phone to the store Manager, (three times), your call centre managers were similarly unable to get any common sense out of Jason.
9) The Manager' Jason made no effort to help or intervene. He even had the audacity to say to his colleagues over the phone that the store was now closing'. I'd arrived one hour and forty five minutes earlier. The Apple support members apologised continuously and profusely for their colleague's behaviour. (Please listen to the recorded call). In addition your call centre colleagues even suggested I could, with their instruction do a diagnostic check with instructions over the phone myself. It didn't work out, but, Jason standing by didn't even offer his help.
10) Finally, I left the store having secured an appointment on Monday. As I left, Jason had the audacity to suggest to me that if my problem' was so urgent', I should take my chances and call in tomorrow morning, on the possibility a technician may' be available. As I'm a pilot with a schedule I said no it won't be possible.
In the interests of safety, if the phone heats again, I will pop my sim card in my old Nokia analogue phone.
Thanks Apple, you've demonstrated a complete and utter lack of product back up.
The staff in my business are almost certainly going to be changed over to other phones. Apple is expensive, because it is supposed to be well supported and guaranteed. This experience has been appalling.
11) Apple: I need my phone tested for safety reasons. I've noticed it is not processing as fast as it did when I bought it AND it's overheating. I also need to be compensated for a wasted afternoon, and the repeat trip which will be a further morning, I also need product repair/replacement if faulty.
I also need to understand why you employ staff like Jason He has completely let the whole Apple Team down. He is a disgrace and should be disciplined. He'd have no place in my organisation, I would sack him without hesitation
Yours Sincerely,

  • Citroen UK

12/9/17

Earlier this week I publicly posted a story about how my Citroen Cactus 1.6 Diesel engine had catastrophically malfunctioned. I'm going to be posting some reviews, u tube videos and other bits and pieces to demonstrate how Citroen's attitude to my problems has surpassed any low I have ever experienced with a corporation.
1) They won't warranty the new engine.
2) They won't inform me if this type of event is commonplace.
3) They have blocked me from their Facebook site as clearly they didn't like hearing the facts. They taken down all posts and links.
4) They have failed to respond to all of my formal correspondence.
5) They will not review or escalate the decision made by a customer services manager, who appears to think Citroen customer focus starts and finishes on her desk. Danielle Quick.
6) They will not release me to take the matter up with the Motor Ombudsman. Thus I have to wait starting a case for 8 weeks.
7) They are not interested in paying any monies or compensation for days I've lost due to the incident
Letters sent to their Managing director have been ignored and remain unanswered. My formal letter written corporate complaints remain unacknowledged. MD is *******@citroen.com try also *******@citroen.com and marketing linda. *******@citroen. Com
9) They state 'component failure can happen at any time'. And if it does imply it's just too bad if there is no warranty. They are unable it seems to put any faith in their own engineering
10) The asset value of my car has been diminished overnight and they simply couldn't care.
I'm going to get rid of my Citroen. My Mother just pulled out of buying a C3 due to this and bought a lovely red Toyota Yaris.
Be ever so very careful, because I think there maybe an investigation on this Citroen 1.6 Diesel engine. Citroen were ever so quiet and helpful with a new unit. But oops wouldn't warrant it second time around under any circumstances
You've been warned.
Michael. MG Aviation

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