Apple CAP 3000 — Local services in Grasse

I’m used to very good quality customer service in Apple stores. That’s actually one of the reasons I’m a Apple customer. Sadly, in this store customer satisfaction is not exactly the priority.

I had a problem with my AirPods (bought in March 2022): they were daily full of a sort of magnetic powder. I didn’t manage to close them properly and it was quite a problem in terms of daily usability.

It took me one hour and a half to convince the Apple employees that maybe, given that I was extremely dissatisfied with my daily use of my AirPods, it would have been a good idea to substitute them.

Throughout this hour and a half, they told me that I was simply supposed to clean my AirPods better, that I was clearly opening and closing them too much (is there a limit?), that it depended on my environment and not on the AirPods.

In the end, they manage to substitute the earphones, but they didn’t want to substitute the case, which was indeed my core problem.

I had to insist even more to get a new case as well. They made me feel like I was scamming them, talking between them for me not to understand, and acting somehow as if they were taking personally my complaints.

The very last funny thing is that the AirPods they gave me have problems again. After one week of trying to make them work / Charging them / disconnecting and reconnecting them, only one earphone actually works. At least though, no problems with magnetic powder in sight for the moment.

Would I go back to tell them that the AirPods don’t work again? No, because they would probably treat me poorly again. So I’ll wait to be back in my hometown, where by experience I can tell that they value much much much more customers’ satisfaction.

My core message is: even if you really cannot do anything to help (even if there is clearly always room for helping more, given the results I got after I insisted), at least pretend to be understanding, polite and don’t minimise a problem I’m...

Had my phone stolen last week whilst on my travels and was locked out of my iCloud- this Apple Store was beyond rude and unhelpful. Just kept saying “Well yeah there are pickpockets here” as if I haven’t lived in a city (London) that has prolific theft rates. They offered no list of solutions that could help protect my info aside from iCloud. When I got back to England they helped me thoroughly. My advice is: don’t treat foreigners like crap and kick them when they are down and belittle them. Here are some solutions I found out after the fact that could help others- so here I am doing your job: tell them to cancel their SIM card and report the phone as stolen to your phone company, assure them that putting on lost mode in a couple days will still not allow thieves full access to phone, suggest getting another SIM card from phone carrier and offer to put in a tester phone to assist with recovery (phone authentication), offer to call apple care for them if they clearly don’t have an available phone (you know, because it was stolen). I’m not here to aimlessly bash this store, there are definitely aims for improvement and my suggestion is basic customer empathy to start before you work on any other of the helpful points. Rudeness is not good...

Today, I visited your store at Cap3000 and encountered arrogant and rude staff. The first was a girl, the only one present at the time, who acted arrogantly, chewing gum during work hours as if she were on the street, and refusing to speak English, saying, “Why don’t you speak French?” The second was the “team leader” on duty today, who didn’t understand me at all and responded to every question I had with, “That’s your opinion.” I didn’t receive any solution for the issue with my phone, which I purchased a month ago and is already showing signs of discoloration. I asked him to use a damp cloth to test it, but he didn’t even bother. His response was the usual: “This hasn’t happened to anyone else, and Apple doesn’t take responsibility.” I’m disappointed after spending €1,300 to buy an iPhone. Choose another store—I do not...