Apple Princesshay

(for context, in July of last year I went to the Apple store in Exeter and upgraded my iPhone 14 to a 15 via a Barclays interest free payment plan, and was able to do so without either my passport or driving licence ) Today, I went to the Apple store at. 12.20 to change my 15 to the new 17 and to trade in my current phone. I knew which phone I wanted and what I wanted to do. The young girl who served me was very lovely but did seem quite nervous and inexperienced. Very early on in the process I had to fill out a form online to check my eligibility for credit. I assumed that therefore this meant the transaction would go ahead and wasn't informed otherwise. And, as I said already, this is what happened last year. The whole transaction then took a considerable amount of time ( over an hour and a half) and the young lady ( I can't remember her name sorry) asked a few different colleagues a few questions. I was very patient, because I could see she was a bit unsure at times, and like I said, her manner was lovely. However , after having cancelled my current apple care subscription, wiped my I pad, chosen a cover, had my phone and my I pad checked for condition I thought I was finally getting out of the store when the matter of the interest free credit application came up again, and , I needed either my Photocard driving licence or my Passport to proceed! I carry neither of those around with me, and, so this 1 1/2 hour transaction could not proceed. The young lady admitted that she should have told me from the outset that I now needed this ID for the application. I was STILL patient. I said no matter, I can come back tomorrow....... but NO! it transpired that the phone could NOT be held until the next day for me, I had to come back later in the day ( which I couldn't, I had already been in the shop way longer than I had hoped) or the phone could be sold on line. It was not possible to hold it until the next day. Now at this point my patience started to wear thin. I asked to speak to the store manager, and an incredibly arrogant lady came over and told me she was the manager ( which she wasn't ) and basically insinuated that I ought to have known which ID I would need. She was quite rude, barely apologetic and quite frankly, I was incredulous. I then had to wait even longer as I had to reinstate my apple care ( though at one point another colleague told me it wasn't possible as I had had my original phone for over a year) and then reinstate the iPad I had just wiped. It was a complete and utter farce, and whilst I was desperate to shout at what an absolute shambles it was ( and admittedly swear at her!) I didn't. I bit my lip and left. TBC....

Nipped in quickly today as hubby had issue with new iPhone…. Spoke with Jake… initially said we would need appointment ( one was available in 30 mins) but on chatting a little more he was able to sort the small issue out himself and we were on our way… Top marks to Jake an asset to the team

Tony is so kind, patient and helpful! I came into the shop with my grandma who doesn’t know the first thing about her phone or how to use it. We were having some issues with it but Tony was persistent in sorting the problem for her. He’s a treasure to your team! Thankyou.

The person who I dealt with was obviously overworked and stressed, however I was told that it was not possible to set up my new device here as they were too busy. This is after spending £700.00. He then made a big deal about asking a supervisor, when I asked again and was obviously not happy, I was reluctantly allowed a set to set up said device. When my husband asked if the genius could check for dust in the charging portal of his phone he was told he would need to make an appointment! We have always shopped at Apple and this was by far the worst customer service experience we have had there. They need to get more employees and schedule less appointments.

Visited the Apple Exeter store for some help with using Apple Maps. We were greeted by a young lady named Millie. She was clear, conscious and so helpful to my wife and myself. A credit to herself and Apple. Well done and thank you Millie.

Unbelievable customer care in Apple today! Face ID had stopped working. Quickly identified that it needed a replacement depth camera. All repairs within warranty and fixed within an hour! Quick, quality service you would expect from a quality tech brand!

I recently faced a major issue with my iPhone Pro Max, which is only five months old. It started shutting down randomly, and I was really hoping for a straightforward resolution from customer service. Unfortunately, my experience was anything but that. When I contacted support, the representative was not only cocky but also seemed uninterested in my explanation. They interrupted me repeatedly and dismissed my concerns without even allowing me to fully describe the problem. It was frustrating to feel like I wasn't being heard, especially for an issue affecting a device so new. Seeking a better resolution, I requested to speak with a manager. To my dismay, the manager was just as dismissive and arrogant. They stubbornly stuck to a single point and refused to listen to my attempts to explain the severity of the issue. It felt like they were more focused on defending their policies than actually helping me resolve my situation. As a customer who has trusted and invested in Apple products, I expected much better treatment. This experience has been incredibly disappointing and has made me rethink my loyalty to the brand. I hope they can improve their customer service in the future, as that is essential for retaining loyal customers like myself.

My trusted phone iPhone 11 had a ear volume issue and I could hardly hear anyone, all last minute, I got a appointment, up to exeter, in, upstairs and technician Lee sorted it out very quickly and efficiently and even no charge !!! Brilliant.