Apple Jungfernstieg — Local services in Hamburg

We encountered an issue with my iPhone X sustaining water damage, despite it not being under warranty. While I can distinguish between the store's service quality and the product itself, I must highlight that the service and store were commendable. However, the product did not live up to its promised durability, as advertised. During a vacation, a small amount of water came into contact with the phone in the boot, which initially seemed fine but became impossible to hold barehanded upon returning to our room. Despite no overheating warnings, I suspect the combination of heat, water, and humidity caused the damage identified by the technical team as liquid damage. My primary concern was the potential for an explosion, given the device's condition. The technical team insists on charging for the damage, attributing it to user fault, whereas I perceive it as a case of misleading advertising. Fortunately, we had insurance for such incidents in Germany. Despite promptly informing three different employees at the store, it seems our trust in the customer service at the Hamburg Jungferstieg store has waned. While our initial appointment was efficient, subsequent complications arose, including being told the repair would be under warranty only to later be informed of charges.

In an update on September 11, 2019, our phone returned to service due to a misenrollment. Opting to utilize our insurance, we were advised by a Genius Bar representative to select the "we want our phone back unrepaired" option, which exacerbated the situation. Despite their assurance, we were informed by Supervisor Fabian that it wasn't their fault we chose that option. Attempts to rectify the situation through technical support proved futile, as they claimed it was undoable. The suggestion to revisit the store for resolution only added to the frustration. Ultimately, we faced another lengthy wait for the phone's return, highlighting systemic issues and organizational shortcomings.

As of October 23, after nearly two months, the phone has finally returned. What was supposed to be a quick 15-minute process turned into a prolonged ordeal. Despite the challenges, Apple Jungferstieg team is not compatible in resolving any issue. Management...

The most disgusting and humiliating experiences in my life, don’t buy anything here!

I came to buy AirPods, new iPhone and Apple Watch for my birthday, 40 minutes I was trying to attract attention of any manager who pretends to be very busy and don’t look at clients at all on both floors! Eventually I interrupt talking of 2 managers and ask if I will buy in their shop, do they work with GlobalBlue? Arrogant manager chewing bubble gum, listening music in his headphones even didn’t turn to me and answered with laugh: “To use GlobalBlue, first you need to buy something!” And turned away from me even didn’t ask if he could help me or what I wanted to buy! What??? I was staying with bunch of cash money on my birthday trying to spend around 2,500 euro and I literally can’t! Nonsense!

First time in my life I see such awful attitude and absence of elementary service, I cant believe Apple in the center of Hamburg is like this! So I decided to not waste most of money here, went to another "very busy" manager and took only AirPods with receipt for GlobalBlue (also no help or assistance with it), cause I wanted rare green color and I can’t buy it at my hometown, and now every time I use my headphones, I remember this awful experience, no joy from buying and using. As I see from reviews, I’m not the only one(( Buy online, but at another shops,...

Dear Store Manager's Name,

I am writing to express my deep dissatisfaction and disappointment with the service I received at your Apple Store in Hamburg. As a long-time customer of Apple, I am extremely disappointed in the treatment I received during my recent visit.

I have been experiencing issues with my Apple Watch for several months now, and despite multiple visits to the store and sending it in for repair, the issue remains unresolved. During my most recent visit, I was met with a genius who seemed dismissive and uninterested in helping me resolve my issue. He suggested that my Apple ID may be faulty, which I find hard to believe, as it has never been an issue before.

As a result of this experience, I am left with a faulty Apple Watch that is of no use to me. This is unacceptable from a company that prides itself on quality products and customer service. I am extremely disappointed in the way I have been treated and the lack of concern shown for a loyal customer.

I urge you to take immediate action to resolve this issue and provide me with a solution. I expect a serious apology for the treatment I have received and a resolution to this issue.

Thank you for your attention to this...