Apple Manchester Arndale — Local services in Manchester

Subject purchase of Apple 10 watch on Saturday 18th January 2025 Having explained when in shop that being over 60 years old and knew nothing about the apple watch we needed technical help and advice to decide which watch would be most suitable to purchase. Our experience and observations being as follows. The person whilst very friendly and pleasant on more than one occasion gave us incorrect information. We asked how the apple 10 watch was charged and was told that the charger was included in the package, we enquired that could we use the plug used to charge the XR mobile phone we had already and was told that yes that would be compatible and did not need anything else.On returning home to charge watch this was found to be not correct since the USB A on plug was not compatible with the USB C on watch charger. Prior to purchase we were offered 2 year accidental damage insurance for £49 we enquired so if the watch got damaged by the person falling over it would be repaired for no charge what so ever to us and this was verbally confirmed to us as correct and their was no limit to the amount of claims under the policy. Due to the above it was decided that it would be worth paying the extra £49 in addition to the price of the watch. It was when we agreed that we would proceed with the purchase of the watch and insurance inaccordance with the above and we're ready to pay. It was then that the person that had told us the prices apologised and said sorry she had told us wrong the insurance would be £79 not £49.I asked to speak to the Manager who offered us a free plug due to the sales error agreement but I said we already had a plug for the reason previously mentioned above which we subsequently found out to not be compatible as mentioned above. The Manager agreed to therefore allow the purchase of the watch and insurance for the original total price that we had been quoted. After returning home we were astounded to find out that we had been incorrectly been advised at the point of sale that repairs would be free under the policy when an an excess of £55 would need to be paid for every repair carried out. Inaddition to the above we subsequently found out that an adapter was needed to connect watch charger lead to plug which had an USB A connection not C . On the 20th January 2025 a I phoned the apple shop Arndale Manchester where the purchase was made and requested to speak to the Manager I was advised that my messaged would be passed on and it could take up to 48 hours for my call to be returned by the Manager because the Manager only had one hour per day allocated to return customers calls.Todate 23rd January 2025 I have not received any return phone call whatsoever as promised. For such a reputable company I am sure that our experience with the apple store is hopefully an isolated case and falls below their usual high standards of customer technical sales and service but never the less has been a very disappointing experience for us on this occasion. I hope that I do receive a phone call from the Manager from the store so that this matter can be resolved amicably without it being necessary for me to make the journey back to the store which would further inconvenience me. Further to my original review and subsequent telephone conversation with the store Manager I am pleased to increase the rating due to an amicable resolution regarding...

Where do I start. The starting point is to mention a member of staff by the name Elliot, who was indeed the one and only pleasant experience we have had in our multiple visits to this store.

As a loyal Apple customer I have purchased many products over the years including about 5 phone, 2 pair air pods, Apple Watches and iPads, and I can well and truly say that I do love these products. However this store will never see me again, I will be visiting the Trafford Centre store (which is further for me to travel to) if it means I get some ounce of decent customer service from the staff.

To begin my experience, I purchased the iPhone 14 pro max on release day, this was done via pre order and since I’ve received the device I have had NOTHING but trouble with it. I’ve been into this store in hopes they might be able to fix the issue of my phone shutting down completely whilst fully charged and having to plug it in to a power source to troubleshoot, I was greeted by the rudest individual who couldn’t be less interested in the faulty phone, I checked my schedule to book an appointment at the Genius Bar to which I was shoved aside to the line “I’m going to serve this customer behind you” before he had even book The appointment.

The second experience related to the same issue I went it a week after in hopes that another member of staff would be able to help and book an appointment for us, to which I was greeted with an eye roll, huff and puff, and the dullest expression on the member of staff’s face. When I mentioned, I had a faulty phone. The phone it’s not safe when I’m out and about it will shut down. If I have an emergency I cannot make any calls lost. My phone is completely shut off for the record. This issue still is ongoing and they were still refused to look at my faulty phone.

I went into the Apple Store today in hopes to purchase the Apple Watch ultra as my current Apple Watch does not have the cellular option and as I have a faulty phone this would work as a safety net in case it shut down when I was out and about for the means of an emergency. 25 minutes, and we were still waiting for someone to see us, which we were greeted by a young lady who couldn’t be more uninterested in helping, as I explained the problem, and I was looking for a watch and as I have the series 7 currently I didn’t want the series 8, as I didn’t see the point in such a small upgrade and as I do a lot of running, I would like to invest in a watch which was last me years in the future, this lady didn’t even try to sell us a Watch. She didn’t mention any of the benefits of the watch neither did she let us have a look at it properly. She simply said “ do you need it? No. I wouldn’t recommend it” what kind of pathetic customer service is that.

I will be going and ordering this watch from the John Lewis website as I did my previous, who offers much better level of care than these Apple Store workers. Three times so we can have walked out in the past couple of months with our heads hung in shame.

Please avoid this Apple Store at all costs if you have any respect...

My AirPods had some manufacturing fault 5 months ago so I went to the Apple store and they replaced it 5 months ago. I recently had to go back to the store as there was a faulty with the speaker/sound making a crackling nose and it was not processing audio well. I went to the Manchester Arndale store after work, close to their closing time. I spoke to one of the representative who stated she couldn’t do anything about it and referred me to her manager Callum. Callum was not interested in listening to me and kept repeating that there’s nothing to do other than buying new ones at £79 each EarPods. I attempted to express how unfair it is as the faulty speaker on the replacement AirPods wasn’t my fault and that it should at least be investigated. When I asked why it does not seem to process audio and if they had reports of similar cases, Callum kept repeating that they had already replaced a pair 5 months ago and tried rushing me out. I was quite flabbergasted at the customer service I received. I was not sent the feedback form via email I normally get on each visit to the Apple Store.

I am really disappointed with the poor customer service received from Apple Store Manager. Callum was not interested in what I had to say, completely dismissed me and appeared only to want to get me out of the store to go. Callum is suppose to be the role model for other staff as the manager but the service he displayed in front of the other staff was absolutely appalling. I have had a look on the reviews for this particular shop and it appears that a lot of customers have reported rude staff that have no sense of customer service.

The AirPods that was replaced with the original ones I bought were AirPods Pro manufactured 2019 and I can see that Apple reported this very issue I am experiencing with these AirPods and was running a scheme to replace these for customers. As I’ve got mine 5 months ago, I don’t know why this is not being looked at!!!!

Surely if there’s a fault with a product then it should be staff priority to investigate this and report it but Callum was not interested at all. And that’s the precedence he’s setting for other staff....