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| - It's fine to go here if you want to buy an Apple product. But if you have to have a repair -- beware! This has to be the worst managed Apple store I have ever encountered!
I have owned Apple computers since 2006, while living on 2 continents and many cities. Because my 2006 Macbook was the first version out, it needed many repairs. It was repaired in Bratislava (top case and motherboard), Vienna (heat sink), New York (top case) and Boston (fan). In every single case, it was repaired while I waited. My next macbook, an 11" Air, needed no repairs in the 4 1/2 years I owned it.
In January of this year, I bought the new 12" 2015 macbook. Again, the first version of a macbook, but because of my prior repair experience, I wasn't worried. But within a few weeks, the cursor started jumping out of place while I typed. Then I felt an electrical buzz under the palm rest once or twice. Then the trackpad stopped working altogether and I had to restart to get it working again.
At that point, I brought it in to Sherway Gardens and was told it needed a new top case -- AND that this would take 3-5 days even though the piece needed was in stock.
I was upset. Like many people, I use this computer for work, and to be unable to work for 3-5 days is absolutely unacceptable. But this is the thing that REALLY made me angry: when I told the manager that this length of time was unacceptable, she raised her voice so that other customers could hear her, and proceeded to tell me that I could not jump the line - I had to wait my turn like everyone else.
I never said I wanted to jump the line. In fact, my point was that the Sherway Gardens store needs to hire more repair technicians! This seems especially clear given that she told me the 3-5 days was among their SHORTER waits for a repair. But she addressed me in such a way as to make other customers think I was being unreasonable. I actually remember witnessing such a conversation in this store at another time - and believing the customer was, in fact, asking to jump the line. It was a dirty trick.
I had to leave the brand new computer -- I need it for work, and it is unusable when the cursor jumps around from line to line. But I will move heaven and hell to find another Apple Store to patronize -- hopefully one that invests in repair techs so that Apple Customer Service can continue to deserve its excellent reputation.
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