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An Entity of Type : rev:Review, within Data Space : foodie-cloud.org, foodie-cloud.org associated with source document(s)

Attributes	Values
type	rev:Review
dateCreated	2017-06-14 00:00:00 (xsd:dateTime)
itemReviewed	Apple Store
http://www.openvoc.eu/poi#funnyReviews	0 (xsd:int)
rev:rating	1 (xsd:int)
http://www.openvoc.eu/poi#usefulReviews	0 (xsd:int)
rev:text	5/30 Tuesday went into Apple regarding speakers - dropped off to get fixed. Picked my phone up later on the evening speakers worked so much better. Later that evening phone crashed. 5/31 Wednesday went back to Apple Store tech verified hardware was bad offered to replace phone but did not have in stock had to go to store at Fashion Show Mall to pick up. 6/05 Monday went to fashion at 6:30pm to swap out phone iCloud could not be backed up onto new phone. I was there until 9pm just to be told sorry we can't help you. But I can offer you to take home the new phone and you call iCloud support. Wait aren't these techs called geniuses? If they can't figure this out how in the world would I be able to? 6/12 Tuesday went back to Town Square store to attempt to retrieve a new phone again and was now told Fashion store did not return phone in system correctly so the phone in my procession is not in their system. Now they have to request for an "expedited deactivation process" that might take another day. Again being inconvenienced for something that isn't my fault. I now have been to Apple more than 3 times and spend over 5 hours for this same issue. After insisting on speaking to the District Manager, tech Eric went to the back to speak to a "lead" then miraculously he was able to give me a replacement phone immediately without having to wait for the deactivation process. However still didn't have a number to the district manager? I get it, I train my employees to not give away upper management information when a customer is upset. However would it be the right thing to do at this point to offer for a "lead" or perhaps a store manager to speak to the upset customer? While we were still waiting at the counter another employee said "Oh, there's the store manager just standing over there talking to another employee." The appropriate thing to do in my stand point of customer service is to get a member of management to speak to an unhappy customer to help them resolve the issue so it doesn't have to get escalated (i.e.: like this situation right now). Kids were getting restless so I couldn't spend another hour waiting in the store while they were "trying to find" the district manager's number. At this point still no offer on speaking to anyone in management.... Then I tried calling Apple care asked to be transferred to customer service to address my concerns I waited on the phone for over 10mins to be connected to a senior advisor named Antione who I was trying to convey my store but some odd reason I lost him on the line but my call didn't not drop? Maybe this was his way of not having to deal with me, I don't know? But again another service failure. I did give my mobile number and email when I called 800-my-Apple but have yet to hear back it's been over 45mins at this point. So I'm not quite sure how you pride yourself on customer service when you have failed on so many levels. Very disappointed as I have been an Apple customer for over 10 years and never had any issues and the one time I did this is the level of service I received. I get the techs didn't created the products they just trouble shoot it to the best of their abilities but the service recovery aspect of your business should be improved. Again your products aren't cheap works great when things doesn't fall through the cracks. Unfortunately not every piece of Apple product is manufactured perfectly so need to have these service recovery steps in place so that you don't have unhappy customers with experiences like myself. Most likely won't hear back from anyone from Apple since that is the impression I received over the last 2 weeks and will definitely reconsider my choice of electronic products moving forward, not worth the headache and time.
http://www.openvoc.eu/poi#coolReviews	0 (xsd:int)
rev:reviewer	ToMi

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