Apple 銀座 — Local services in Tokyo

I am VERY DISAPPOINTED in Apple’s Ginza store for their services to me (or maybe another customer). I am a long-term Apple products user and this is already SECOND TIMES Apple Ginza Store made me UPSET. Before they moved to the current address, I remember their service was very friendly and helpful: both Japanese and the English-speaking Apple Geniuses are so kind, and they even helped me took my photos with the products I bought. But this time: 1st time, when I bought an iPad pro for my husband. The staff wasn’t a Japanese and he looked a bit stiff and barely speaking Japanese although he was trying. I wanted to ask more about iPad but seems like he wasn’t proactively offer me something or asking me like ‘Do you have any experiences using iPad? Do you want me to help you?’ Nope, not even one word. I even already upset when I wanted to go in because I reserved the entry, and the staff not even bother to say hi to me. They WERE NOT friendly. Second, just happened to me tonight. I came there because I wanted to buy the screen protector—the privacy screen and the adaptor. NOBODY approaches me. Then after wandering a bit, a staff Lady talked to me like she finally realized I was confused, and I asked what I want. Instead of helping me for guiding me to the products I want to buy, she just ‘The accessories is in downstairs.’ and let me walked alone there. In the downstairs, all the Apple Geniuses always busy with other customers and NO ONE asked me for what I’m looking for. I was passing by one of the staff who seemed standing because waiting for his customer finding the products, and he was just saying ‘konnichiwa.’ to me despite asking me what he could help for me, even only for a sec. After I got what I wanted BY MYSELF, I came back to upstairs and feel so devastated because NOBODY, NOT A SINGLE FRICKIN ‘APPLE GENIUSES’ APPROACHING ME. I wanted to buy their products!!!! With my money!!!!! And they ignored me?!!! Until I approached one table where there this big tall staff standing, then he asked me. “Do you want to buy that?” I said, “yes.” “Oh I can process it for you.” FINALLY, I thought. Then I said, “I want to buy a screen protector too. Like this.” (I showed him my old iPhone XS, it meant the Privacy Screen). He even doesn’t look at my XS, he just glanced and said “oh ya ya ya that ‘thing’ right? Ok.” Then He looked at me and I felt like he looked down at me, and he asked me, “for what iPhone?” maybe to make sure if I wanted to change my old Privacy Screen tempered glass or other. I said, “15.” “Oh just 15.” He looked very snobby, then I replied, “No. 15 Pro.” He was in silent for a bit and nodded. I asked again, “Is it possible if you can put it on for me?” “Oh yeah we can do that.” Then without making any conversation, he was waiting for other staff to bring the ‘screen protector’. He didn’t ask me for the double check—while I trusted him he might understand the briefing. He started applying the screen protector on my 15 Pro, and I was a bit irked when I saw the result had a bit bubbles there. Then he said, “well because it’s new and it’s still soft, there’s probably a bubbles staying there but if you push it evenly everyday for 1-2 weeks it will be gone.” I said ok. After paying a very expensive amount, I was happy that finally I can touch my 15Pro screen. But then 10 mins later after I arrived at a restaurant, I realized: HE APPLIED THE WRONG SCREEN PROTECTOR. IT WASN’T THE PRIVACY SCREEN AND IT IS OBVIOUS, HE DIDN’T LISTEN TO ME OR SEEING MY XS’S PRIVACY SCREEN AS AN EXAMPLE.

I want my money back or at least CHANGE this one to the privacy screen. Or I’ll sue this store. I’ve had enough. I’m going for a refund tomorrow first in the morning (it’s written on the receipt even though that staff didn’t frickin saying one word about refunding). Photo: left is that staff who applied the WRONG Screen Protector, right is my old XS with the RIGHT Privacy Screen Protector. That staff is a male, maybe around 50, tall,...

I'm thrilled to share my incredible experience at Apple 銀座, where my wife and I received top-notch service that exceeded our expectations. From the moment we walked in, we were greeted by friendly and knowledgeable staff who went above and beyond to help us resolve our issue.

The story begins with my wife's phone suddenly stopping working, and she quickly called Apple Support to schedule an appointment at the Genius Bar. However, when we arrived, we were informed that the appointment was actually scheduled for the next day. I was worried that we would have to wait, but the team at Apple 銀座 sprang into action and managed to accommodate us on the spot.

Not only did they expedite the repair process, but they also had my wife's phone serviced and ready for pickup in under two hours. We were impressed by their efficiency and willingness to help, and we appreciated the opportunity to use their restroom facilities while we waited.

But what truly sets Apple 銀座 apart is their exceptional customer service. When we returned to pick up the phone, the process was seamless and smooth. But what really impressed us was the specialist who worked with my wife to resolve some additional issues she was experiencing with her photos and iCloud. They took the time to answer all her questions, provide expert guidance, and even spent an extra 20 minutes ensuring that everything was working perfectly.

The level of dedication and expertise displayed by the team at Apple 銀座 is truly exceptional. They embody the Apple brand's commitment to customer satisfaction, and we left feeling grateful and impressed. Whether you're a longtime Apple fan or just need help with a technical issue, I highly recommend visiting Apple 銀座 for an unparalleled service experience.

Rating Breakdown:

Service: 5/5 Knowledge: 5/5 Efficiency: 5/5 Communication: 5/5 Overall Experience: 5/5

Recommendation: If you're in the area and need help with your Apple device, look no further than Apple 銀座. Their team is knowledgeable, friendly, and dedicated to providing exceptional service. Don't hesitate to reach out to them for any technical issues or questions...

Dear other Apple‘s customer

I am a big Apple fan, I have not left every generation of machine since iPhone 4. I came to Japan because of my studies. I had China account and Japan account. to better support Apple .But today, on the first day of iPhone 14 release, I had a very bad and disappointing morning at Ginza Apple Store.

Because I reserved two iPhone 14 units that could be picked up today. the Japanese clerk in the store confirmed my identification information. I was told that I had to use their financial installment app to get them. I was very confused. So they called in a Chinese speaking clerk. The Chinese clerk had a very bad attitude, he first questioned my order source and asked me through what channel I ordered the iPhone, but I provided the order from Apple Wallet. Secondly, he told me that I was ordering a contract machine and I had to buy a contract or use their installment service. I later found out that he took me for a scalper. Once again after switching to a Japanese clerk to serve me, finally, because they said my service communication company, softbank was not working today, for I could only switch service providers to get a brand new iPhone.

Until now, I went from 8:00am to 9:40am. I was late for my job soon because I am a Phd in medicine at Tokyo University, so my schedule was very important. I did talk to the clerk during that time, but I waited alone in my seat for at least more than 30 minutes.

And the Chinese employee with the bad attitude was not wearing a name tag. When we were told that we were not satisfied with his service, he refused to serve us and dragged away the Japanese clerk.

In the end, I had to leave and give up my brand new iPhone 14. I regret this experience because I have always loved and believed in Apple so much and this was one of the worst experiences I have had with Apple and one of the saddest disappointments. I'm sorry I discussed this experience with you, but I hope that consumers are treated with respect, even if many scalpers, but guests should be given a minimum of trust and respect. Thank you very much for your...