Apple Passeig de Gràcia — Local services in Barcelona

Incredibly rude staff. I am just in town for some personal business, traveling thru different countries in Europe and needed to have my iPhone repaired. I made multiple attempts to make an appt on Genius Bar beforehand but wasn’t successful even after changing the “region” on my iPhone to Spain. Arrived at the store. Had to get in line to get in another line. Staff was rude, “do you have an appt? if not get in line!” Finally I talked to someone, made an appt. for 3 hours later. Came back 3 hours later, yes we can fix your phone, it’ll be ready in one hour. I was surprised at the quick turn around but was reassured that it’d be ready in an hour. Returned to Apple Store an hour later and was told phone was not ready yet. No problem I was sure it’s just a few more minutes. Well a few minutes turned into almost an hour. While several other customers have come to pick up their repairs and left, I continued to wait for almost an hour. During this time, nobody came to give me an update. It’s fine if you want me to keep on waiting but at least let me know how long so I can go use the toilette, get some water and come back later. Since no one came to talk to me, I inquired with the staff. I don’t think he understood because he said to me, that’s perfect, just go back there and wait more. Ok… When I pressed, he said no more than 5 minutes. Finally a young female employee came out with my phone. I asked if I could see it, she flashed me the phone. But refused to let me take another look until I signed and paid. I am American and have never seen such behavior at an Apple Store in USA. Mind you, I am spending close to $700USD for the repair. Someone I know recently went to Apple Store and was given incorrect info about his phone. So I really wanted to make sure everything is alright with my phone. So I clicked and signed and took out my credit card. Then I asked to see my phone again, just to make sure everything is a-ok before I made the payment. This young female employee really was very rude. She spoke something in Spanish to her colleague right in front of me and after about 10 seconds she shoved the payment machine in my face and demanded payment. Are you seriously kidding me? First you scolded me for not making an appt (without knowing my circumstances), then made me wait close to an hour after the agreed time without updates, and now you’re demanding immediate payment. Like I’m going to grab my phone and run for the door without paying?? If I go into any store in the world and spent $700, I believe it’s my right to inspect the product before making a payment. But no, she demanded immediate payment and was visibly angry when I asked to inspect the phone first. After she took my payment, she mumbled something and just stormed away in anger. ABSOLUTELY UNBELIEVABLY RUDE. I don’t know who this employee thinks she is to treat a customer like this?!!! I’ve been to Apple stores all over the world and have never encountered such rude behavior. You have no idea who I am or who i am friends with. Maybe I know the global head of HR at Apple. Regular people don’t spend $700 to repair their iPhone screen when they can take it to any ubreakifix. I spoke with the manager and explained what happened. The manager listened and seemed to feel bad. She kept on apologizing and offered a free glass cover for my phone. While I appreciate the gesture, it does not make up for the incredibly rude behavior from the employee. The two star is for the manager though. But I am still very upset with the whole experience and will be telling all my American friends about...

I visited Barcelona Apple Passeig de Gràcia this week to get help with my very new Iphone’s dysfunctional camera. I’ve been told to go home and call support to get help or to arrange an appointment. I’ve been on the phone for almost 2-3 hours to fix the camera but had no luck. So they arranged a meeting at the Barcelona Apple Store for 2 September.

I was at the store 15 minutes before the appointment. First, someone at the entrance told us to go and wait at the tables and come back to him 15 minutes later. We said ok and while we waited at the tables, the floor manager came (he later said he is the floor manager while he was ranting at us rudely) and told us “this table is not for you, go and wait in the corner”. We said ok, went to the corner and started to wait.

When it’s 13:30, we went back to the first guy as he said so. First guy kindly checked our meeting qr code and told us to wait in the corner again. While we were headed to the corner, the floor manager approached us and started almost yelling at us “I told you to wait in the corner, didn’t I tell you? Why do you walk!?” We told him we had an appointment and the first guy told us to go back to him so that’s why we were walking(!). He started again “I am the manager here, when I told you to wait you wait.”  we told him “You only told us 'you can’t wait at this table, go and wait in the corner. You didn't tell us if you're sending support to us or not. You didn't tell us if the first guy doesn't want us to return to him anymore. How can we know these things if you don't tell us?” He didn't change his attitude. He didn't say he misunderstood, he didn't say he had miscommunication with his colleague, he just kept talking the same way like we are children. I am %100 sure that me, my mother and my husband did nothing abnormal to deserve this disrespectful treatment. Please check the cameras around 13:30.

Why would I specifically want to wait at the tables? We were only there because the first guy told us? What makes him angry this much? Why would I want to wait and walk in the Apple store other than willing to fix my never ending problem with my iphone camera?  What does he exactly think and get angry at? Plus, there are items for sale around, can't I be curious to check what's new while I wait? (I wasn't checking items, I was only focused on my appointment. What I was doing was only following instructions. Nothing else.)

After this unexpected scolding from the floor manager, I wish at least my phone could be fixed but no. Someone came and ran diagnostics but we were told that this camera problem can not be fixed because the faulty part can not be changed. They said it's name is...

Update two years later — needed a battery replacement and made an appt.checked in on time and 30 min later still sitting here waiting. Have seen about five people on Genius Bar floor without customers milling about. Went and confronted the guys politely and they claim the check in must not have taken, then blame my initials instead of my name on my Apple account — they could have asked my bame at checkin, yelled for the initials or noted the person had a dog. Totally inexcusable. Left, after spending more than 45 min and in full an hour and a half getting there and back with no service rendered at all. As it’s several years after my first terrible experience here, you’ve got to wonder about the local management.

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As many others have said, the staff and interaction with customers is terrible here. There were two people (a young woman, and a guy from New Jersey working in the genius bar) who had good attitudes and tried to help, but there were clusters of employees huddling up over one small issue that shoudl be able to be solved by a single employee, inflexibility, unhelpfulness-- just a terrible experience. After making an appointment ahead, I still had to wait in a queue first thing in the morning, and then the rep triaging me to a sales person told me I needed a support appointment instead, then refused to look if any were available right then (later, the helpful young woman did look, and found me an appointment right away)--just friction at every point: significant wait despite having an appointment first point of contact man told me to go home and book a different appointment for another day despite that he could have booked one for me right then, for the same moment genius bar guys avoided eye contact with me, refused to use my online order number to service my manlfunctioning hardware genius bar staff couldn't explain how to find an invoice number that they needed despite being "geniuses" --i found this on my own, thus forcing them to help me which they seemed uninterested in doing, despite that three of them were standing around without any customers at that moment they couldn't just hand me a new adapter, so instead, i bought one, which will be returned (their recommendation!), super wasteful, while waiting two weeks for the same thing to arrive from their used warehouse, for which I hvae to return again to the shop to pick up, because they "don't have a local delivery service" which is BS, because I"ve had their within BCN delivery guy bring stuff before huge waste of time bad policies and bad training

Apple isn't what...