Mac Made Easy - Hilo — Local services in Hawaii

I have no issue with the sales staff on my initial visit to the Mac Made Easy, Hilo location. I stopped by when when I thought my iPhone charging dock was being finicky. (Turns out nothing was wrong. My phone charged normally after my store visit. Ah technology.) But, I still decided to upgrade my iPhone while I was at the store. The prospect of a phone with an amazing camera was exciting. Both employees were friendly and helpful.

It was my second visit that went awry. I returned to receive a promotional upgrade credit within 14 days of purchasing my phone. The promotion started two days after I bought my phone. I, however, am entitled to this credit because of Verizon’s price guarantee policy. I even checked with a Verizon customer service rep before driving an hour back to Hilo.

As one might imagine, I was pretty flabbergasted when I was told that the promotion couldn’t be honored to protect Verizon from ‘fraud’. I even spoke to a supervisor on Oahu who reiterated the same information. Both employees, though somewhat apologetic, would NOT waiver. I still do not understand why I could not return my phone. No employee outright accused me of committing fraud, but the implication was very hurtful.

I then called Verizon, per the supervisor’s recommendation, and was told that I was within my right to return my phone for any reason within 14 days and receive the promotional credit per their price guarantee. And no one that I spoke to at Verizon ever told me that a fraud clause even exists!

Now I wouldn’t be writing this review, in fact I’ve never written a Google review, if not for the fact that Mac Made Easy is an ‘authorized Verizon retailer’. So I truly hope that the staff, from the person who greets you to the lead store supervisor, receives PROPER training. I realize we are an island in the middle of the Pacific, but protocol has clearly fallen apart.

In the end, Verizon made it right. So I HIGHLY recommend going to their corporate stores until training improves.

My response to the owner: Apologies for my late response. I have a full work schedule, which is why it was all the more aggravating that I spent my weekend trying to remedy the Verizon price guarantee over the course of two trips to Hilo to the tune of four hours in the car.

The statement that I did not return to your store within fourteen days is a lie. I do not appreciate being called a liar. My receipts show that I purchased my phone on April 3rd and I returned on April, 16th. AND I actually tried to return my phone to the Mac Made Easy, Kona location on April, 10th and was told that a return could not be made because of inadequate training. (I appreciated the honesty but not the confusion.) The Kona location even called the Hilo location and I was subsequently told that I needed to return to the Hilo location to return my phone. I was also told by a Verizon representative that I needed to return to the Hilo location to return my phone. All of which is precisely why I returned to Hilo to return my phone!!

All I hoped for in writing my review was an apology for the implication that I was doing anything fraudulent. (Again, there is no 'Verizon fraud clause'.) A best price guarantee is put in place to encourage consumers to inquire and benefit from company promotions, thereby creating consumer loyalty. At the very least, all employees should be trained on how to make a return. A consumer may want to return a device for any number of reasons within fourteen days. This is a basic principle that should be honored. Do the right thing and empower your...

Absolutely offended! I was waiting patiently behind three customers, not complaining! They were busy. One at a time right? When it came to my turn, this girl that was helping me, offended me because in the middle of helping me another customer walked in, so she immediately greeted her and started to help this customer. I thought that she would have said "hi" I'll be right with you. Nope, she kept on helping her as if I wasn't important. I was there to purchase a laptop for my wife for Christmas. So, I walked out! WOW! I'll called back to address my concerns, Evan (the manager) answered. I told him what happened and the first thing he does is defend his worker and say they were busy. He said to come back and he'll help me personally. What they didn't understand is that I was offended that I got pushed to the side. Before that, nobody pushed the customers before me aside to help me. I said I'll come back in if he would help me on the price of the laptop I was trying to buy because I got treated wrong. He said no, I don't give discounts. I'm here to earn business. Lol! Ok, keep offending more people, and not make things right. I would love to see how long you will last. I guess I'll buy one someplace else! These days, we have more options than just you. Lucky we have the internet! To all my friends and family who reads this, I think it's time that we need to stop shopping at places that doesn't really care about customers. One day these types of business will understand that the owners of their companies don't write their checks, we do! Zero customers equals zero profit. Ask your owner to write a pay check then! This is why online will always be around!

1/7/16-Sorry, I bought one somewhere else and I stopped 4 of my friends also from buying from you guys! And you wasn't nice on the phone either, you was pretty cocky! Through the phone you said that you'll help me personally but I didn't feel like you meant it! That's 5 deals you lost! And believe me there will be more. You should have worked out a price with me for offending me. That's worth something. Look you had another bad review, i'm sure you'll get more because you're there to earn business right! I don't hate you because I don't know you, but you should take this as a WAKE UP call. This review is negative, yes. But, this is actually positive if you change the way you treat your customers. I hope it changes and I hope I see better reviews in the future. I don't want any business to close, but I don't believe in...

OK, so I went to the mac store to take advantage of the battery change for 29$’s. The service was ok, there was 1 customer that was being assisted when I arrived. I was assisted after a 5 minute wait. I was told he needed to do a diagnostic check first. It was confirmed I needed a new battery, I already knew that because my battery could not hold the charge after it was disconnected from the charger. I answered all his general questions and was told it would take 5 to 7 days. UMMM ????? Why so long to just change a battery? His answer was they were back logged. OK so I agreed to be without a phone for 5 to 7 days, now comes the kicker. Upon further inspection ( with his micro scope eyes)he tells me that my phones glass has a minute misalignment and due to APPLES requirements he is unable to replace my battery. So I look at him and says are you serious. Then he goes into the whole salemanship thing that because its APPLE’s policy he can change my battery BUT he will have to charge me the regular battery change price of $80 and it could also cost me up to $200. Then he goes on to say if I wanted to switch carriers to Verizon because duh they are a Verizon affiliated Mac Made Easy store. My reply was, give me my phone and I walked out. NOT HAPPY:( So I went to the “BIG ISLAND IPHONE REPAIR SERVICE” located in downtown Hilo upstairs in a nondescript office with just a counter and 2 chairs. The gentleman asked me what I needed help with and I explained I need to change my battery from my Iphone. He took my phone, asked us to sit, it will take a few minutes he said. The time it took to “get help” at the Mac Made Easy Store my phone was done, battery changed, just like that,easy No drama no BS. A HAPPY CUSTOMER. I will preach to whoever will listen to me, if you have issues with your Iphone Do Not Hesitate, go see these guys, they will make life so much easier. I...