Apple Store

I will start out by saying that I have appreciated the service they have done for me (replaced graphics card and hard drive for free) however I have had even more problems after getting my computer back than I should have. The first time I got my Mac back, the Ethernet port was damaged as well as the wifi. The second time I got it back, the backlight on the keyboard was broken. Like I said, I am thankful for the bigger issues they solved, but I shouldn’t have to keep taking it in for them to fix smaller issues that shouldn’t be an issue in the first place. It is a huge inconvenience for me, as a uni student, to keep making time to come in so I have decided to take my business elsewhere to another Apple Store. If you want quick service, go here, but if you want reliable and accurate service, I would suggest going somewhere else.

This place is always full yet because of the ammount of staff on at any one time you will always get served within a couple of minutes.
It’s a very large store so you can imagine all the products on range from your iPhones all the way to MacBook’s, they also have an extensive variety off accessories for your needs.
If you need to see them about repairs etc you have to make an appointment online first for there Genius Bar.

This is one of the main reasons I continue to buy iPhones! It’s amazing to have somewhere to go for any phone, computer or device issue you’re having! They have streamlined everything for convenience, you can book an appointment on your phone or laptop with ease. One of the best things is that you can walk in and ask any staff member any question relevant to Apple and they will have a good answer for you. I have never been let down when my phone has had a fault or defect. They have gone through the appropriate processes and in the end my device has either been fixed or replaced without any qualms. The apple store chadstone is my local apple store but I’m sure that all their service qualities are very similar, if you have an apple device don’t hesitate to drop by for any reason!

SOOOO impressed by the clockwork efficiency and friendliness of Apple geniuses at work!
My iPhone home button was unresponsive and so I made an appointment with the Genius Bar in Chadstone a couple of days ahead. I was pleasantly surprised to find that they take appointments as early as 8am on weekdays and as late as 8.50pm on late night shopping days (Thursday and Friday). Customer service outlets for other companies have a lot to learn from this!
I rocked up at 8am and was greeted promptly (pays to be the early bird!). Tom, the technician who picked up my ticket, was very helpful, very quickly verified the problem with my phone and explained the process of getting it fixed. As the phone was obtained on a Telstra corporate plan, there were no issues claiming the fix through warranty. As some of you may know, everyone in apple stores have iPod touches that they use to communicate and register jobs… All that worked seamlessly!
Half an hour later, I left the shop a happy customer with a new home button :)
I know the apple store in Chadstone can get a little manic at times. But trust me, get in early and you’ll have the most pleasant experience!

This store gets 4 not because of any problems, but the ALWAYS packed floor. I know you cannot do anything about that! The staff is always fantastic against the odds. Top Marks.
To the customers, there is more than one Apple store in Eastern Melbourne!

I feel the need to share this experience as it was in the first part the single worst example of customer service I have been on the end of and in the 2^nd part a much better experience if nit somewhat forced due to the fact they were trying to make up for the previous experience.
I get very few days off and on a tuesday night my wife’s iPad was knocked off the coffee table by the dog, it fell all of 50 cm and unfortunately cracked the glass. After a frantic web search we discovered many stories of apple stores being able to help there and then, with this in mind I set off for the chadstone store the following morning (my one day off that week). Upon arriving it became clear it was not a busy day as the number of blue apple t-​shirts out numbered the customers at least 2 to 1 yet no one seemed anxious to approach a customer with a damaged iPad. So I approached a girl buried in her staff iPad and requested assistance was told you need an appointment as I tried to explain the situation I was pointed at and told to wait there. She walked off spoke to another blue t-​shirt and then never returned as a lady carrying about 6 apple products walked past her and age rushed to that customers aid, I stood forgotten. I aporoached a guy this time also buried in his staff iPad and again requested assistance with my damaged iPad and was told «you need to make an appointment» I asked to make an appointment and was told «you need to do it online» this conversation took place without his eyes leaving his iPad for so much as a second. I was furious and as I left the store asked the blue t-​shirt by the door why do you such a high staff to customer ratio «company policy» was the reply. This is a brief summary of that visit the particulars make it immeasurably worse.
As a result if this visit I emailed Tim Cook, Apple CEO after finding an email address similar to the one Steve Jobs used to use to communicate with customers. Rhe next morning I recieved a phone call and a big apology and was reassured I would be looked after on my next visit and I’d be sent on my way with an iPad. My next visit was 100% better and everyone was nice and smiled and shook my hand and sure enough a replacement iPad was there for us. The staff ratio was still 2 to 1 with half the staff looking after customers and the other half no doubt doing extremely important work on thier staff iPads or iPhones. Perhaps if they reduced the number of staff on duty there would not be such a someone else will deal with it attitude. I hope the next time I have to visit it is a more positive experience but it’s things like this that make shopping online s far more attractive option.

Apple are the global best practice retailer. Regardless if you’re an Apple fanboi/​fangurl or not, you can’t fault their retail channel execution.
From the minute you walk into the store their focus is on solving the customer’s need, whether that be about purchasing a new product or providing support for an existing product.
Every time I enter the Chadstone Apple store I am always approached by an Apple staff member within minutes of my stroll around the store to determine how they can assist me.
I also love that that the majority of the floor space is full of Apple products that customers can try out and that the staff counter space is minimal and unobtrusive.