K-tuin Palma Sindicat · Apple Premium Partner y Servicio Técnico Oficial — Local services in Palma

We went in to buy two products - Apple Airpods and a cable. We didn't need assistance, consultation anything, so that's what we clicked when "pulling a ticket" (which you have to do in order to be attended at all). There were 7 service people tending to 7 customers. The same 7 customers the whole time we were there - very slowly and relaxedly. No one was rushing for anything. We were in the store with a baby on our arms and waited 40 (!!!) minutes, just to be able to pay for those two things. Asked multiple times if there was just a cashier, that could help us - the personnel seems absolutely unimpressed, said "you need to pull a ticket and wait your turn" which YES - we understand, but why don't you people have a fast lane for people who just want to pay?? Cherry on top was we bought the things finally, I compared the airpods with my old ones I bought in an Apple store in Germany (in 2017) and thought the new ones were very cheap looking and all parts felt wobbly. Felt like it was a rip-off of Apple or maybe products that were b-grade. In any case - the airpods started malfunctioning from day 1 (the right one would work, then not work, work then not again - ever 30 seconds it would go on and off again). A week later that right pod gave me an actual electric shock in my ear, zapped and stopped working completely. My husband went to return them to the store and asked for money back. Here the drama really starts. Again he had to wait ages, the personnel seemed unimpressed and said they would not reimburse us the money. Company policy, they said. After some back and forth he gave up and said ok please exchange them at least then, as you suggested. Here the circus really begins. The women working there are an absolute nightmare. The girl he asked to replace them first tried to convince him she can’t after all, because apparently they were bought in August and that’s too long ago. He shows her their original receipt where it says 11.11.2023 ON THE RECEIPT. Then she says “oh weird, my system is telling me otherwise. Well ok but we can only replace them if you have the original package it came in. The cardboard one”. Whattt?!! He asks for a manager - they told him there was no manager present. Come back tomorrow, they said (but we live an hour away). He raises his voice - she then just starts aggressively speaking to him in spanish and making grimaces at him, he says he doesn’t understand spanish and then she storms off. Another girl comes to him. He tells her the whole story. She then says “well you can buy a single AirPod for €100”. My husband says he felt like he was in an insane asylum. Finally a guy turns up from the back office. He says he is the supervisor - my husband depicts the problem to him again. He was the first professional employee. He apologized, said unfortunately it’s company policy not to return the money, but he will try to help at least exchange the broken AirPod. If we don’t have the original cardboard box, they can’t exchange the set. First he wanted 2 hours to do the exchange. My husband explained he already waited for so long and has a one hour drive home. The guy says “ok let me help you - I will try to exchange the pod in 30 mins”. It takes 40 but finally at least they did that. The only helpful employee in the store. And another guy that he picked the repaired pods from was friendly too. But. All in all - If you have 2 out of 10 employees, who know what they are doing and understand what service looks like, that’s not a good look. And if your company policy is so damn weak, that you can’t even reimburse a customer because of a product that literally burns up inside the ear - that’s just crazy. We haven’t ever experienced anything like this before. And we cannot recommend this store at all unfortunately. The experience cost us a lot of time and nerves and it could have and should have been solved so much quicker and smoother (as actual experiences in real Apple stores are always solved). We would not...

THESE PEOPLE WILL TRY TO RIP YOU OFF! DON’T FALL FOR IT!

If I could give this negative stars I would. My iPhone XS died the other day, with no apparent reason. Phone is 2 1/2 years old, had never been opened or serviced on before. I arrived, explained my situation and left empty handed.

To sum up the experience, they refused to do absolutely anything with my phone. The chubby dude tried giving my phone some charge, and it wouldn’t turn on. He didn’t even pick it up to look inside the charging port to see if anything was crammed inside. Went inside their staff room, and came out in a mear 2 minutes saying I had no other option than to spend 589€ ON A NEW DEVICE.

There is a third party repair place next to the Plaza Mayor Burger King that was able to fix the problem (something was partially disconnected from the motherboard) and now I have a fully working phone again instead of getting ripped off from a bogus Apple Store.

Shame on your business practice and shame...

Worst customer experience I’ve had in the last 10 years. I honestly don’t understand how Apple allows such unfriendly and unprofessional staff to represent their brand.

I waited 25 minutes behind an employee, assuming I was in the queue. When it was finally my turn, I was abruptly told I needed to scan a QR code to check in—something no one had mentioned. After registering, I waited another 40 minutes without hearing my name. When I asked what was going on, I was told I had to sign up again. Meanwhile, a few others—who seemed to be friends of the staff—were conveniently allowed to skip the line. That meant another 45-minute wait.

Absolutely insane. I spent 2 hours in that store. And after all that, they didn’t even have the iPhone I needed in stock.

Zero care for customers, no guidance, and completely disorganized. Truly disappointing for a...