Apple Retail Store

Best customer service I’ve experienced ever and this is not the first time in this store. Today it was Connor who was informative, efficient and friendly, but everytime we come to this store we leave questioning why all shopping experiences can’t be like this. Keep up the good work Apple! We’re even bigger fans now!

Well that was a waste of time. I asked if they had a USA plug for charging USB stuff and was greeted with a laugh as if I had made a joke. Only Australian plugs and I would have a better chance at the airport Good grief

Ah the Apple Store. Where the WiFi is free, devices unlocked and customer service is everywhere. But at the Castle Towers Apple Store the blue shirted sea of Apple Staff has the look of confusion and bewilderment.
We rocked up at our appointment time, told to sit at a table and waited… a few times we asked a random blue shirt what the deal was and we were told that everything was fine. An hour passed and finally the original lady said there was mistake and the technician couldn’t find us (we hadn’t moved) and asked if we could wait at another table (the table next to us… not sure what each table represents). Eventually we were seen to only be told that the iPhone screen couldn’t be repaired (device was slightly bent) and were offered a new phone for ~$ 430. Oh well, either I will bend the phone to be flat or just go to a 3^rd party…
While waiting I overheard a bunch of people complain about the wait times, so it was either a super busy Thursday or this is just normal.
If you want to get some free internet and play with shiny devices then this is like any other Apple Store. But make sure you make an appointment during non-​busy times (not sure when that is).
Update: Went to another Apple Store and they fixed the phone with no issues (the phone was in the same condition). Although this Apple Store is on the other side of the Pacific Ocean (San Francisco) so not sure if it is a country thing or if the dude at Castle Hill was being too picky.

Came in 45 minutes earlier than my scheduled time and decided to sit at the «bar» area to observe the store and fiddling with my i-​phone. Informed the tech team upon arrival.
While waiting, I noticed that the tech teams are extremely knowledgable to the products and most of the customers (even those who has language barriers) keep thanking the tech team profusely after they aided them in whatever questions/​supports the customers needed.
It was almost my time to be seen. As no one came to approach me as of yet, I decided to approach one of the staffs at the side to let her know I was there. Punching into the tablet that she carried, she told me that someone will be with me shortly. And shortly enough, I was seen by a «genius».
Told him about the advertisements which had been popping up quite a bit recently and he went adwaremedic to download the necessary files. Then within a minute, it worked. After that, I told him about my MacBook Air’s problem — getting heated up very easily and he told me he will take care of that and brought my laptop to the back room. He also noticed that my laptop had been bent and I told him, yes, I did dropped it quite awhile back. Within 5 minutes, he came out and said that he cleaned the fan and hopefully that problem wouldn’t persist. I spent less than 15 minutes to get my problems fixed.
The downside about here, you would need to make an appointment before coming in for service and the kids area was not kids friendly as one of the three siblings who visited did not figure out that he need to pull out the beanbag before he could sit on it and made the fuss while he was at the store.
I am extremely thankful that it took me less than 15 minutes to fix the laptop as I would not want it to be haywire during the period of my internship. Definitely a good store to pop-​by or do Apple-​related service.

The team in apple are so helpful and supportive. They act like no customer question is too dumb. Who knows? Maybe they roll in the floor laughing when they are out the back!
The team has a vast wealth of knowledge & the tutors show great skill in guiding customers to get the most from their apple devices. As a One to One member I can book into sessions for an hour to sort out my questions and learn new ways to use my devices. I often book an 8.00 time slot so I can continue on to work after my session.
Before trips overseas the guys there have helped me sort out noise reduction head phones & more recently a juicer that recharges my phone on the go! Was SO good when overseas and using my iPhone to capture moments through the day. Won’t tell you how many photos I took!!!
I always enjoy the instore experience here.
Great work apple!