One NZ Hornby — Local services in Christchurch

Thank you so much to Jeremy and the lady working with him on in the evening 11/07. After a bad experience with a store in Auckland it was such a nice surprise to be treated so well here. To explain, I had bought a new phone at One after mine got stolen in Auckland. After using the new phone for a couple of days, I noticed that a microphone wasn’t working (wasn’t picking up my voice on speech to text, was only recording white noise on videos on Instagram, Snapchat, Voice Memos, etc.). To cut a long story short, I went back to the store it was purchased from twice and happened to deal with the same lady twice. She outright refused to replace the phone that had been bought literally a week before, telling me that the only thing she could do was send the phone to Apple for them to assess it. She didn’t check the issue out for herself, and even made a comment saying that they didn’t have a replacement of my phone in stock even though she didn’t know what phone it was. I had to go back to Christchurch for uni the next day so decided that if my only option was to send the phone to Apple that I would do that at a store here. After originally speaking to a lady she told me that I would had to send the phone to Apple, but since it was bought under my Mum’s number that I would have to be added as an authorised contact and she gave me the number to call. I left the store but she actually called me and told me to come back. She had looked into my purchase of the phone and saw how recent it was, then talked to Jeremy. When I got back to the store, he reset and rebooted the phone because that can fix basic software issues. After he did that he checked the issue again, and when the problem persisted he told me that he would be replacing the phone for me right then. I was shocked and told him about my experience in Auckland and he apologised and said that it shouldn’t have happened and that he can definitely replace the phone for me. From there the switch was very simple and I left with a huge smile on my face. Thank you so much to Jeremy and the lady (who I unfortunately didn’t get the name of!) for helping me and for replacing the phone. The interaction and experience really...

Downgrading my rating for this branch. Asian staffs are very helpful and accomodating which Im very pleased and happy. After that pleasant experience i came back again for another help but this time this kiwi lady didnt do a good job at all. I felt she didnt even try to fix my billing issue and obviously wasnt knowlegdable at all for this job. Even the supervisor was useless. They didnt try their best at all!!!! even though its only 10AM! and they even look annoyed and tired. How come this asian staff manage to fix my bill issue and this kiwi lady dont? service is inconsistent on this branch. I'll visit this branch when your competent asian staffs work. Not try being racist but the work performance between them has...

This store could greatly benefit from enhanced customer service training. I noticed some staff members engaged in activities like playing with paper planes and painting nails, which can detract from the overall customer experience. Improving training in these areas could help increase customer satisfaction and boost star ratings. I encourage management to consider a retraining program for the staff.he overall customer experience. Improving training in these areas could help increase customer satisfaction and boost star ratings. I encourage management to consider a retraining program for the staff at the...