Apple ifc mall — Attraction in Hong Kong

I am writing to express my disappointment with the service I received at your Apple Store in Central, Hong Kong, during a recent visit. I have been a loyal Apple customer for many years and have always appreciated the focus on customer satisfaction and product quality. However, my recent experience fell far short of these expectations.

Recently, my iPhone 8 Plus—after years of reliable service—stopped working while I was in Japan. I purchased a new iPhone 13 at a local store, but over time, I noticed the image quality was subpar. While in Hong Kong mid of August, I decided to upgrade to an iPhone 15 Pro at the Central store, along with other items such as another Iphone 15 for my mom, a MacBook Pro, two sets of airpods pro, and additional accessories. (total bill: 32 394 hk$).

The store staff offered a trade-in for my iPhone 13 at a minimal value, which I accepted. In hindsight, I wish the staff had advised me to keep it or perhaps suggested giving it to someone else, considering the trade-in value for such a recent device. However, this issue is not my primary concern...

The real problem occurred when I discovered last week—while in Switzerland and attempting to use an eSIM for an additional line—that the iPhone 15 Pro model sold in Hong Kong does not support eSIM. This was a major inconvenience, as my iPhone 13 had this feature. The staff knew I was a traveler and, being French (whilst still being HK permanent resident), it would have been more than helpful if they had informed me that this model only supported physical SIM cards, unlike other models that offer eSIM functionality or both options. I had assumed that all iPhones shared the same features globally and did not even think to ask about it...

This lack of crucial information left me feeling misinformed and dissatisfied with the service. I regret having spent my money on these two Iphones, as the staff failed to provide the level of customer advice I have come to expect from Apple. While I remain an advocate for Apple products, I will not return to the Central Hong Kong store, nor will I recommend it to others.

I would appreciate knowing if Apple offers any solution to exchange the phones for a model that better suits my needs, particularly one with eSIM capabilities.

Thank you for your attention to...

Apple Customer Support** IFC Apple Store Hong Kong SAR

Subject: Misleading Water Resistance Claims – Apple Watch Series 5

Dear Apple Customer Support,

I am writing to formally express my frustration and disappointment regarding the misleading water resistance claims of the Apple Watch Series 5.

When purchasing my Apple Watch Series 5, I was assured by Apple staff at the IFC Store that it was safe for swimming. However, after wearing it in the pool twice, the watch immediately stopped working, despite following all recommended usage guidelines.

Upon returning to the store, I was informed that water exposure shortens the watch’s lifespan—a fact that was never disclosed at the time of purchase. This contradicts Apple’s marketing, which explicitly promotes the Series 5 as swim-friendly.

I am not alone in this experience. Thousands of users have reported similar failures after swimming, despite Apple’s claims:

MacRumors Forum users have discussed unexpected swim-related failures, with some watches incorrectly detecting swimming even when dry Apple’s own support forums contain multiple complaints about **water damage

Apple’s refusal to repair water-damaged watches forces customers into buying replacements, raising concerns about planned obsolescence. If Apple acknowledges that water resistance degrades over time, why does it continue to market these watches as swim-safe without proper warnings?

I request a full refund or replacement for my Apple Watch Series 5, as I was misled about its durability. Additionally, I urge Apple to revise its marketing to clearly disclose the risks of water exposure.

If Apple fails to address this issue, I will escalate my complaint to consumer protection authorities and public forums to ensure transparency for future buyers.

I expect a prompt response regarding my...

Went in today to ask a quick question regarding swapping out hardware and received probably the most arrogant and terrible service I've ever had in an Apple Store (only to be topped by the Apple Store on Ku'Damm in Berlin). When I mentioned that I was planning to replace the old hard drive in my Macbook with an SSD, I received a rather passive-aggressive and arrogant "Good luck with that", only to be topped by the fact that not only could the staff member not answer any of my questions (wouldn't try to apologise or get help from someone else), but he also evidently completely lacked any knowledge about MacBook Pro hardware. He claimed that the MacBook Pro hard drive sits underneath the CD drive and is thus hard to remove – when I know from previous experience of upgrading the RAM that this is not the case. Despite correcting him and explaining I had previously fixed my MacBook myself and knew the insides of it very well, he wouldn't budge and insisted on not answering my questions regarding back-up from Time Machine and equipment needed. Terribly disappointed and unfortunately this is not the first time I've been treated like this in the past year. Sad to see Apple Service has gone down so much – it used to be a major reason for me to stay loyal to the brand. Now I'm not so...