Apple ABQ Uptown — Attraction in Albuquerque

This evening my friend and I came to the Apple Store by appointment to receive help getting back into her phone because of a forgotten password and account issues. When first arriving we were sat instantly and help within a few minutes by a lovely lady named Ana she explained to us that it would be trouble some but she would try she said that our best bet that could help us get into the phone would be to take it across the way to t mobile and get a SIM card with her phone number so they could put it in one of there phones so we could help the account issue so that’s what we did 40 minutes later we went back to Apple as instructed and where greeted by a lady named Julia. Julia at first seemed kind but immediately when we sat down to talk and told her about our interaction with Ana she said “well did she also tell you that you need to restore her phone no matter what we do” we explained why we really didn’t want to do that because we had seen other way on the Apple website and where told other ways because we where aware the phone was not backed up. She went to get a phone and took a very long time coming back and was immediately short tempered and annoyed. She told us that “ this is a harsh lesson isn’t it“ and well talking to my friends mom about our interaction with Ana and what she told us Julia stopped mid conversation with my friend and muttered “no she didn’t” very annoyingly. Julia then kept lecturing us instead of trying to do whatever possible to help our situation and was stating things like “I’m going to tell it to you like your mom would you need to buy the storage” she was incredibly disrespectful and rude so we asked to get a second opinion she stormed off and came back with a different man he explained to us that our only option was my friend losing everything on her phone he then left us with Julia again to start the reset process her computer was not working so we plug it into my friends laptop and had a pop up saying that the computer could potentially save contact and photos if we update it. In attempt so show Julia this she completely shut us down did not care to even listen. Instead of being patient and listening she Rudely said “ I’m just going to go get you someone u trust more” my friend told her “ it’s not that we don’t trust you it’s that we don’t appreciate you treating us like we are stupid” she then brought over a very sweet employee we don’t remember there name but they where wearing a black hat and glasses with a fish tattoo on there wrist. This employee was a saving grace we had already been there for 2-3 hours with Julia. This employee went to great lengths to assist us in any sort of recovery and did not give up this employee was also extremely respectful and patient and forgiving. We understand that we are at fault for not knowing passwords but this did not bother the employee as much and they continued to be very polite after hours of exhausting all our options we decided to erase phone. This is an unfortunate situation but a little patience and empathy from Julia could have gone a long way! Do better Apple with your employees and customers service. Do better Julia that was not okay you are not our parent so please stop treating us like you are! So many thanks to the other employee that helped us you...

Apple Mac Corporation 4-13-15

I, Jason R. Yadley and my friend Hiromi Hori, wish to express our deepest gratitude for the exceptional job done by all the staff yesterday at your Uptown Mall location, Albuquerque NM.

Having been a content Mac user for several years myself, Hiromi has as well been pleased with the computer she purchased last August; until last week when her touchpad went out. With relative ease, we made a Genus Bar appointment and set out on the six hour roundtrip trek. Luckily, the problem was promptly and professionally addressed with a quick reset that fixed the issue.

Then, two days ago, her HD took a dive; lucky her info was backed up. She promptly called the Uptown store and was assured the most prudent solution was for us to drive the product back down to the Genius Bar, and yesterday we did just this.

Even though no appointment was available on one of inevitably the stores most busiest days, we were assured that we would be assisted if we took the journey back down. When we arrived, it was determined that her computer was “fried”. With the added complexity of English not being Hiromi’s first language, and with her having two major issues within one week, we were referred to the assistance of Mike Joyner, the store’s Manager.

What a refreshing and positive experience it was to interact with Mr. Joyner. Having been an Operations Manager for a large corporation, I pride myself as a rather skilled and seasoned business person. Mr. Joyner, standing as such an equal, demonstrated advanced skill in effective communication, conflict resolution and keen determination of best course of action.

When Mr. Joyner determined it best for Hiromi to receive a new computer, his staff met our special needs with the most prompt, courteous and professional service! Truly, Apple Mac has come through with the best customer service I have encountered in my many years in business!

Living and owning her business in Taos, Hiromi’s one major concern when purchasing her computer was that the closest face to face service was either in Albuquerque or Denver. Now, her worries have been put to rest. And you have gained two more loyal lifelong customers!

To an exceptional job done and with deep appreciation to all the staff at the Apple Uptown Mall store. We say a sincere and deep thank you! Your team truly stands behind your product!

In closing, I would like to add that I am greatly impressed by the shear volume of customers that must be served at the Uptown location! When I lived in the Twin Cities, I had my choice of five stores each being less than one hours drive from my residence. The Albuquerque store, being the only one in an astoundingly huge geographic area, pulls off a real miracle! These staff members should not only be modeled for setting a new standard of best business practice, they should additionally all receive raises! Keep up the great work.

Sincerely, Deepest thanks and...

Dear Management

I experienced the worst customer service today on July 6th with superviser (Mike) and one other technician. My problem was trying to figure out my iphone 6 battery problem why it is draining 3% every minute. I tried telling the technician what my problem was but first he did not pay attention to what i said AT ALL. After running diagnostics on the iphone the tech told me the battery life is still at 96% Capacity so everything is good there is nothing they can do. Then he checked on my phone settings and told me " look the brightness on your phone is maxed out, that is why your phone is draining 3% every minute" I tried to explain to him I usually have it set at around 25% brightness everyday use, I changed it brighter today before I go in my appointment so that they can see better; but then he didnt pay attention to anything I said... He then tells me that my setting were really messed up, but I have had this setting for 3+ years and never had this problem and explaining to him that the brightness do not drain 3% every minute (ignores) there nothing we can do. I asked for superviser Mike he reinforce part of what he was saying because the way the tech explained it to Mike, BUT the tech never listen to a word I said... I tried telling the tech go to one of your devices in the store and do whatever brightness setting you think can drain 3% every minute and show me because that is what he said is causing my problem. Also pointing out the iphone drains really fast without even being on any app or even having the phone awake. I totally understand that some apps do drain battery fast but I know forsure that wasnt the issue because my phone normally do not drain this fast and overheat. Maybe I am a younger adult 25 but I can clearly see they did not want to take the time to solve my problem nor even attempt to understand the problem. I was heated af when he kept telling me I had my brightness maxed bright because I repeatly tried to explain to him that I usually have it at 25% maybe he didnt believe me? The manager later toke his time and atlease tried everything to help me in a very customer satisfying way, that was when I went back to get the superviser and techs name for this purpose. Thank You very much to the manager, great job to you and appreciated on everything! Even thought I still have to live with my phone draining 3% a minute I can mind less but the customer service from Superviser Mike was horrible and the tech need to listen to the problem If they dont like the job let someone else better to take over the opportunity to keep all the apple fans in Albuquerque. I am not planning on switching my apple anytime, that is why I want management to noticed before the apple customers leaving 1...