Apple The Exchange TRX — Local services in Kuala Lumpur

RUN FROM HERE! The screen on my mac (3 years old in mint condition) went dark while traveling. I arrived at opening on a Sunday morning and was assigned a young women to assist. After much conversation/testing she advised that it was the screen and provided me with an estimate and said it would take a week to repair. I agreed and then advise here multiple times that I was leaving the county the following week and that should they need to contact me for any reason they needed to do so via email/messaging and NOT a phone call as my phone silences unknown callers as well as my eSim doesn't include local calls (data only). Late the following Wednesday evening (4 days later), I noticed that I missed 3 local calls from Apple Store. Since I couldn't call them I contacted apple support online and after a lengthy messaging session they advised that I needed to approve the work! I had already done so so the next morning, first thing, (5 days after I dropped it off) I returned to the store, again, only to be ignored at first, then no one knew what was going on. Eventually a CSR checked and it wasn't the screen but the motherboard. He advised me that the repairs would wipeout all of my data! Then a manager joined us as I was becoming animated. I shared with her everything that had transpired in the last 5 days and that when the first CSR tested my mac she hooked it up to a, external screen were we were able to see everything and that if we could see my mac on an external screen why couldn't we back-up/transfer my data that way before repairs were made? She agreed. Wait, what? Didn't the CSR advise me that I would loose all my data!! She assured me that she would book an appointment for the following morning (day 6) first thing to review the issues that arose after they finally opened my mac, back-up and then repair. I arrived the next morning and what did I find? The Manager who assured me that she would personally schedule my appointment LIED and did not. After much conversation and frustration with the staff I was assigned Genius Bar Support persons, Takuji and his manager, Ramu. They both turned out to be a gift. They were professional, respectful, knowledgable and fantastic and did everything they could to assist me. After much discussion, Takuji was personally going to handle the repairs. I was relieved delighted. We scheduled another appointment for the next afternoon to give him time to make the necessary repairs - once he had a chance to look inside himself. When I arrived the next afternoon he advised that there was a more serious issue and that the best course of action was a new laptop. Takuji and Ramu then offered me an exchange with for new laptop due to the week of lies and lack of service/support and I agreed. At this point I had spent over 13 hours of my time here - and NOT exploring KL. As the hour was getting late Takuji and Ramu scheduled an appointment with another CSR, Akmal, who they assured me was fantastic as well for the next morning. Upon my arrival, Akmal was ready with an external drive and screen and we backed-up all my data. His manager arrived and they had a discussion (in english standing across from me) and they were hesitant to make the exchange. As they read the notes they saw that as a precaution, Ramu had placed a new Mac on hold just in case I had to purchase it new and all efforts for the exchange halted. I was done, I agreed to purchase a new laptop (clearly they were only looking to boost their sales numbers) and Akmal assisted me with the transfer of data and set-up and wiped my old laptop. They gave me the external drive free and I left with my newly purchased Mac and I hope to NEVER see this place again. Rotton service by everyone EXCEPT Takuji, Ramu and lastly Akmal. If you must come here for service may I suggest that if they cannot guaranteed any of these three employees you go elsewhere. if could give Takuji and Ramu 10 stars I would. If I could give ZERO starts to this store and its...

Hi Apple,

On Wednesday, 3rd September around 12pm, I visited the official Apple Store at TRX, Kuala Lumpur. My purpose was simple: I needed advice about my broken iPhone 13 mini, which had suffered water damage. At the same time, with the upcoming Apple event on 10th September, I was also hoping to get some clarity about whether it was wiser to repair my phone or wait for the iPhone 17.

What should have been a normal consultation turned into one of the most unpleasant retail experiences I’ve ever had.

Upcoming Apple Announcement

I began my questions casually, asking whether the iPhone 17 would be available immediately after the announcement. Instead of a polite, informative reply, the staff assisting me, a woman named Michelle, reacted with unnecessary sarcasm and disbelief. She kept repeating that “there’s no guarantee the iPhone 17 even exists” and lectured me as if I were ignorant.

I wasn’t asking for insider secrets, I was simply asking a reasonable question any customer might ask before deciding whether to spend money on repairs or wait. Instead, I was made to feel small, as if I had asked something ridiculous. She even said, sarcastically, “If you’re really an iPhone follower, you should know new iPhones don’t come right away, earliest is a month later. Even Apple US never come right away a day after” That was not just unhelpful, it was insulting.

Repair Scheduling

Trying not to escalate further, I let it slide and switched topics and asked about repairing my iPhone 13 mini. I asked whether in some cases the motherboard could be repaired instead of a full replacement, since I’m on a tight budget. She immediately brushed me off, saying “I’m not a specialist, you need an appointment.”

Of course I know that, I wasn’t asking her to repair it on the spot, I just wanted to know if such cases ever existed

When I rephrased the question, hoping for a little guidance, her tone turned even more aggressive. She cut me off, repeated that she wasn’t a specialist and rushed to register me for an appointment as if she couldn’t wait to get rid of me.

When I asked if I could at least choose a time that’s convenient for me, she snapped back “So what date do you actually want?” Her tone was sharp, cold, and very dismissive. By that point it was completely emotionally drained me.

A Better Staff Experience

Thankfully, I later approached another staff member with the same questions. The difference was night and day. This person listened carefully, explained my repair options with clarity and even gave me a clear understanding/clarity abt everything. He showed empathy, professionalism, patience. Exactly what you’d expect from Apple staff.

I wish I could write in detail about how helpful he was but to keep it short. He was everything Michelle was not. Opposite.

Details of the Staff Who Treated Me Poorly:

Name: Michelle Gender: Female Hair: Long, curly Wore spectacles

I really didn’t expect to walk into an Apple Store and be treated with sarcasm and attitude. I came in as a customer looking for guidance and left feeling humiliated. I hope this feedback reaches the right people because no customer deserves to be treated that way.

To the other staffs that helped with such compassion and empathy attitude. I wish you two the best in...

Disappointing Pickup Experience at Apple The Exchange TRX - Needs Improvement My recent experience with order pickup at the Apple Store in The Exchange TRX was unfortunately quite frustrating and left a sour taste, despite a positive initial interaction. I placed an online order for an iPad Air 13-inch and an Apple Pencil through the official Apple website on April 2nd, 2025, and the transaction was successfully processed on my credit card. I received a reminder email to pick up my items at The Exchange TRX. On April 7th, I visited the store and was able to collect the Apple Pencil although we waited for someone to attend to us for 20 minutes. I left the TRX at approximately 4:30 PM. To my surprise, at 4:56 PM on the same day, I received another email stating that my iPad was ready for pickup – after I had already left the location and was on my way home. While this was inconvenient, I must commend the customer service crew member, Danial, who assisted me during the initial pickup. He was genuinely friendly and polite. However, my return trip today, April 9th, 2025, to collect the iPad was met with significant disappointment. The customer service crew member, Shaq, who attended to me was unhelpful and frankly, concerning. After scanning the QR code from my email and checking my MyKad, he stated that my information was incorrect for collection. I was understandably surprised and attempted to clarify the situation, explaining that I had already picked up part of my order and had received a separate email confirming the iPad was ready. Shaq was dismissive and inattentive to my concerns. Instead of trying to understand or investigate the issue, he simply told me to call the official Apple phone line to "reset my data," without providing any clear explanation of what that even meant. While I was trying to process this unclear instruction, his attention was diverted to another potential customer whose credit card payment was being declined. I was left standing there, wasting my time, waiting for him to return his focus to my issue. Thankfully, another crew member, Hafiq, noticed my predicament and stepped in. He efficiently scanned my QR code and checked my MyKad, and the process went smoothly. It was immediately clear that Shaq had been incorrect in his initial assessment. He did not acknowledge his mistake, which was disappointing. As a loyal Apple user and a paying customer, I was extremely displeased with Shaq's service. To be wrongly denied the item I had already paid for and to have my identity and Apple account seemingly questioned due to his error was unacceptable. His lack of attentiveness and unhelpful demeanor were a stark contrast to the positive experience I had with Danial. To the management of the Apple Store at The Exchange TRX, I urge you to provide more thorough training for your staff. They are the face of Apple, and inconsistent service like this damages the brand image. Shaq's mistake and his subsequent lack of accountability were deeply frustrating and a significant waste of my time. Please ensure your team is well-prepared to handle order pickups efficiently and accurately, and that they prioritize attentive and helpful...