Apple Canberra in Canberra | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

During a recent visit to the Apple Store in Canberra, I had a deeply unsatisfactory experience. I’m not certain if the store manager’s behavior was influenced by racial bias, but the way he loudly accused us and the overall tone of the interaction made me feel uncomfortable and unwelcome. This has left me questioning whether we were treated differently because of our background.

Initially, we inquired with the manager about price matching, and he informed us that they could only offer a maximum discount of 10%. However, after checking with JB Hi-Fi, we found that their price matching offered a better deal, but they didn’t have the pink version we wanted, so we decided to return to the Apple Store.

Upon returning, we didn’t see the manager, but the staff member at the entrance greeted us and asked if we needed any assistance. Taking the opportunity, we asked her about the price matching policy. She explained that as long as the websites had physical stores or if Amazon had the item in stock, they could match the price. However, her explanation was unclear at first, so we had to confirm several times. It was only after we identified a store’s physical address of a website that she informed us that the store needed to be within the ACT region for the price match to apply.

As we were finalizing our decision, the manager suddenly reappeared and loudly accused us of trying to get different answers by asking different employees. His voice was so loud that it attracted the attention of everyone in the store, and other staff members came over to ask if we needed assistance.

I was extremely upset by this unjustified accusation. First of all, I asked different employees simply because they were available and had greeted us; I had no intention of “playing the system.” Secondly, as a customer, I don’t understand why I shouldn’t be allowed to ask different staff members for clarification. Is Apple’s employee training so inadequate that they believe different employees would provide different prices?

When we questioned why we couldn’t ask other staff members, the manager reluctantly offered an apology, but his tone was sarcastic and insincere. We did not accept this apology. In the end, we chose to leave and purchased a blue version at JB Hi-Fi instead.

This experience left me extremely dissatisfied with the service at the Apple Store. The manager’s behavior was not only disrespectful but also entirely unacceptable. I hope Apple takes this issue seriously, improves their service processes, and ensures that their staff training is thorough, so that other customers do not have to endure a similarly unpleasant experience.

Worst experience…

My appointment was at 1:40 I arrived 10 minutes earlier and I reported with an employee at the entrance (who later I knew is the manager) she scanned my appointment code in the genius bar, she told me to go to the back of the branch and take a seat and that someone would attend me soon, when I arrived I was the only one waiting for attention at the bar, a few minutes later more customers began to arrive who were attended before me, at 2:05 I asked an employee that how many people were in front of me because already I had 35 minutes waiting, she showed me the iPad and I saw how apparently I was the next and to the right of my name said 35 min. to which she said an apology for the wait but you are the next one, I thanked her and returned to the bar to wait, at 2:35 I heard how another employee said the name of someone else (not my name when I was supposed to follow) so I spoke to her and explained the situation, she asked me my name and asked me if I cancel the appointment, and I see on the iPad that says my name and to the right (where before it said the time I had waiting) now it said CANCELLED, my answer was: no, as I’m going to cancel it if I’ve been here for 1 hour, she assigned me a new waiting number and told me don’t worry you’re the next one and today you’ll be attended, and I saw the iPad and it wasn’t the next there were 2 people in front of me after she reassigned me a waiting number, I told her I’m not the next one, I’ve been waiting for 1 hour, she said that she would talk to the manager and went to the entrance with the employee who initially scanned my appointment code, the employee returned and told me an apology for the wait but today i will be attended and she went to attend to the client she had mentioned before. Approximately 5 minutes later I saw how the manager walked to one of the employees talked to him, she showed him the iPad and the employee came to me, he apologized for the wait and proceeded to attend to me, they replaced my product because it was defective, it took 7 minutes.

The manager never came to explain to me why someone canceled my appointment or to apologize,she send her employees for that, I consider that if she knows that there was an error on the part of the system or from them she should come and explain.

The worst thing about all this is that in Canberra there is only 1 Apple Store, I think they should consider just that, which is the only store and therefore they should give a much better and more organized service.

If I could give them 0 stars, then I would.

Couldn’t believe this is Apple’s service. This Fri my mac pro died after software updated,I tried to call the apple store but no one answered the phone.I went to the store then they told me I have to reserve an appointment at the next day.
When I ask them why no one answer the phone they act like its normal it just happened.
The next day I went to store again and this time the repair lady tole me I need to spend more than a thousand to replace the memory, I don’t understand, I bought this laptop 5 years ago, this is a pro and I only use it to browse websites. Why the memory just broken? (And this is not the first time) They been like oh it unusual but we can do nothing unless you pay to fix. They also refused to trade in because this laptop is died. I asked is this mean I should not expect Apple’s device can live longer than 5 years. They said I should buy apple care. Why I should pay extra just to prevent your blackmail when your trash not working? I spent about $5000 to buy this 5 years ago, and you guess why I choosed to spend this much for this brand? I trusted you but you act like its my mistake to use your device and I deserve this. The repair lady even said: I tried to help you… Come on is this my mistake to make this laptop not work? You are not help me, you are fix your own problem and you refuse to do that, even not a good attitude. I even didn’t hear one, at least one staff say sorry to me. I mean I can do nothing since this is Apple, you are big enough so you don’t care me as a small customer. What I can do is just throw my macpro, leave a one star review and never use any of your services. But I believe the karma gonna come and you will see. You can not live long when you refuse to think for your customers.