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

I hate leaving bad reviews but after my poor experience it is patently clear this store could do better.
I booked in for a basic clean of my laptop, was told by the booking agent ‘no problems’.
Arrived at the Genius Bar, met with Kelvin who waffled on and on about the age of my laptop and how I should upgrade. Basically a sales pitch.
I kept repeating I was just there for a clean as per my request because the left speaker was getting a bit fuzzy and vibrating (a sure sign of some debris getting in the way).
He takes it out the back, opens it up, brings it back, says he ‘cleaned it’. Speaker still buzzes, he says it’s too embedded to pull it out and clean.
Ok fine, but the screen is full of dust and grimy. He hasn’t cleaned anything at all. He hasn’t taken the care to do what I asked him to do.
He keeps reminding me I should ‘upgrade’ my OS. Ok fine, which one is applicable? He Googles it, he doesn’t know. Says ‘everything is out of date’. My Google screen prompt says I should upgrade to 10.5? Is that right? He looks at it and changes his answer.
Really disappointed that this whole exercise was basically a waste of my time.
He didn’t even know which external Apple speakers to recommend that would solve the buzzing problem.
Was happy to consider that option and buy them, but I get the feeling staff just want to do the absolute bare minimum.
A basic clean and some advice on a beautiful aesthetic solution would have really impressed me. Not just tell me my computer is old and I need to replace it.

To make matters worse, when Apple sent me a request form for customer feedback, I ticked the option to request a callback at a specific date and time. Never got one till the next day (on a voice message prompting me to call a number). I called it, but it just rang through and no-one picked up the phone.

Had a terrible experience last time I went in. An older tall guy made comments that can be considered racist. And definitely not appropriate as I have never met the guy before that day. He was unprofessional. When I returned home that day I was so upset and a bit traumatised by the way I was treated. I do not think he knew much about the products I asked about either. Apple employees need diversity training so that they know how to treat those of different ethnicities and not make assumptions about a person based on a stereotype. Further , he made me more uncomfortable joking about dropping my iphone. This guys needs training on social etiquette as well. Finally, I would like to say that apple customer service over the phone is much more helpful and knowledgeable than these people in store.

New camera lens required for iPhone 14 Pro Max – made appointment @ Genius Bar, Hornsby & representative advised not worth fixing & they definitely were ‘unable to assist’, not even able to give a ‘quote’ – only solution was to sell a new phone for $1K+ plus GST… Obviously representative needed quickie commission that day

Mobile was out of warranty, so took a short walk to Telechoice & BINGO: new genuine camera lens fitted within 15mins for $99 – great outcome!

Thanks Telechoice, nick off Apple Store… unfortunately zero star rating not an option