Apple La Cañada — Local services in Marbella

About a year ago I bought an iPhone XS and was advised to buy Apple Care, which I did. A coverage for 2 years, supposedly. Recently a crack appeared in my screen without any bash or drop to justify it. I called Soporte Técnico, explained, described and even offered to send a picture which the lady said wasn’t necessary and confirmed that the Apple Care would cover for the reparation but I would have to wait 5 days for a Genius Bar appointment. Naturally after 5 days this 1cm crack in the middle of the screen turned into a 7-8cm one and that gave the Apple Store Marbella the right opportunity and excuse to refuse covering for the reparation. I have been demanding a copy of the recording but it has conveniently disappeared. After a few emails exchanged with the Privacy department I receive a letter from Apple Store in Marbella refusing mediation and leaving it clear that Apple Care is smoke and it is a waste of money and time. Like many other companies, specially insurance companies, so does Apple refuse to comply with the policy, purchased and paid for. Apple store in Marbella is probably not an accurate or honest representation of Apple Inc. so be ware and DO NOT waste your money buying their policies. If you have the right to use it, they’ll shower you with letters and emails claiming that NO YOU DON’T! In other words, Apple Care is just another dishonest way of ripping off the clients. After years of buying phones, iPods, iPads, iMacs, MacBooks and plenty of accessories I will never spend a dime more in this company and I recommend everyone to do the same. They managed to seduce the first clients with the option of free calls and free texts but they all do that now and there are a myriad of apps as well. The fact that Apple is seen like a cool brand is only to do with their powerful marketing but know that equally powerful is their ability to run away from responsibilities and let down their customers. They lost a client that is actually in a position of influencing a few companies and an order of a few thousands of euros has just been cancelled, much for my delight. @Apple, enjoy the opportunity to dishonestly take advantage of your customers while you have it. And do carry on investing your corporate money in more lawyers instead of in honest Customer Service and Technical Support. Can’t wait to see you being the latest “Nokia”. Oh! I nearly forgot, the day I filed the complaint, instead of buying more gadgets there as I was going to, I went to Bang&Olufsen in Puerto Banus and had the best service and a very nice discount. Someone is happy to see Apple loosing its customers. And I am even happier to spend my money - and to influence certain companies I work with or for - elsewhere! Enjoy the rip off!! See you...

This store is the absolute worst. Apple Store clearly has no idea what customer service is. Even with an appointment, you have to wait and wait and wait. Everyone around you seems to be attended before you and then they tell you you were waiting for the technician that can solve your problem. Then the technician tells you to leave the equipment so you don't have to wait any longer and you will soon have your equipment back but then there are no updates available on-line, no one, but no one answers the phone calling four to five times and it just rings and rings until it doesn't, but still no one answers the phone. No one answer the phone in Apple La Canada. When I surprisingly had someone answer the phone, that someone then told me there is no information in the system about the repair and he will have to ask the technician to call me back. Is that really going to happen? The technician who does not bother to complete online updates so you can track what is happening to your device and when it might be ready???

Apple Store La Canada IS THE ABSOLUTE WORST FOR CUSTOMER SERVICE, so unorganised, the employees all seem to be busy with something but there is no order to anything happening in that store. Not once or twice have I experienced this with this store, but EVERY SINGLE TIME I HAVE SET FOOT IN THIS STORE since it opened, it is the same, horribly disorganised.

When you arrive with an appointment, there is no receptionist per say, you are advised to go stand and wait "there between those four tables". Really? That is the way you service customers with appointments, "go stand over there and wait for that person to attend you"? Eventually that person asks what is your name.... ok go sit at that table over there and someone will be with you soon". Soon? how long is soon? Does not happen. I had to go and ask the same person again (who appeared ANNOYED to be asked again) when will be I attended, I've been waiting for 30 minutes for my appointment!! And the response is, "oh, the technician isn't with you???" That is how aware they are of what is going on right in front of them. They all seem to be LIGHTS on NOBODY home.

Makes one think that perhaps Apple is not all it says it is, certainly its customer service in Apple Store La Canada needs a serious re-think on how they operate because I have never experienced worst customer service from an AMERICAN COMPANY ever anywhere...

Went in with a problem on my iPhone X.

The mint condition phone refused to do the latest software update and had locked me out of my Apple account until I'd done the update (meaning I couldn't iMessage, use app store or apple music etc), it also refused to update through iTunes when plugged into my Mac or even back up.

After 3 hours Apple 'Geniuses' couldn't figure out what was wrong with the phone, and said their last resort was to reset the device. I SPECIFICALLY said I DONT want to loose any of my photos or work and university content. A problem as the phone wouldn't back up, so how could the material be saved before the reset?

After plugging into their stores Mac they said 'there is an iCloud back up from January 18th for this phone, so we can save your photos from post January 18th to our computer to put back on your phone after the reset then you can download the rest of the photos from this iCloud backup' I SPECIFICALLY questioned that it was January 2019 and they said 'Yes, 2 weeks ago'.

After they reset my phone it did the update and worked. Once on my wifi at home I proceeded to download my material from my January 18th 2019 iCloud backup as they instructed me. Only to my SURPRISE to realise it was a JANUARY 2018 BACK UP AND NOT 2019 LIKE THEY HAD PROMISED ME!

I have lost over a years worth of content and photos: university photos, Paris trip photos, summer photos, wedding photos, Marbella trip photos, Ibiza trip photos, Cardiff photos, Christmas photos, Photos of my new born Neice and not to mention evidence photos from my car crash which will now have a massive effect on my Insurance claim as well as countless university studies and work materials.

A years worth of prised, sensitive and important irreplaceable material has been lost all through no fault of my own when I specified not to tamper with them. I am devastated, angry and upset so much so I've had to leave work today being unable to focus on work I'm so distraught.

Thanks a lot Apple for erasing the past year of my life. Absolutely unacceptable for a company I invested in and trusted as well as staff I'd been led on to put my trust into also. I'd love to sue if I had the resources or could actually win.

The next phone I'll buy will not be Apple thats for sure.

Eamonn Shiels. Visited Apple store La Cañada, Marbella, 5th...