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POOR SERVICE APPLE STORE BRENT CROSS
Brent Cross Shopping Centre的点评
点评：APPLE STORE BRENT CROSS
My wife made a telephone appointment after being told that booking ahead would be the quickest way to have the batteries replaced in her phone and our daughter's phone.
However, when she arrived at the Apple Store, she was told she would have to wait three hours before the battery replacements could be carried out. This was particularly concerning as our daughter urgently needed her phone back because she was due to travel for work the following day.
Within just five minutes of checking in, the estimated waiting time increased from three hours to an unexplained five hours. My wife became extremely distressed as the waiting time kept increasing while she was there. Rather than offering reassurance or empathy, the staff made the situation worse. They showed very little compassion and did nothing to make her feel comfortable or valued as a customer.
This raises the question: what is the point of having an appointment system if you can still be left waiting for hours? She could have simply walked in first thing in the morning and, by the look of it, would likely have been seen sooner.
We found the staff to be dismissive, unhelpful, and at times smug in their attitude, even when it was obvious that my wife was becoming increasingly upset. It was only after the store manager intervened that the situation improved.
Despite this, we still had to wait from 1:00 pm until 5:15 pm for two straightforward battery replacements. Waiting over four hours despite having a booked appointment is completely unacceptable and falls well below the level of customer service we expected from Apple.
Based on this experience, I will be sticking with my Samsung devices, where the aftercare and customer service have been far superior.
My wife made a telephone appointment after being told that booking ahead would be the quickest way to have the batteries replaced in her phone and our daughter's phone.
However, when she arrived at the Apple Store, she was told she would have to wait three hours before the battery replacements could be carried out. This was particularly concerning as our daughter urgently needed her phone back because she was due to travel for work the following day.
Within just five minutes of checking in, the estimated waiting time increased from three hours to an unexplained five hours. My wife became extremely distressed as the waiting time kept increasing while she was there. Rather than offering reassurance or empathy, the staff made the situation worse. They showed very little compassion and did nothing to make her feel comfortable or valued as a customer.
This raises the question: what is the point of having an appointment system if you can still be left waiting for hours? She could have simply walked in first thing in the morning and, by the look of it, would likely have been seen sooner.
We found the staff to be dismissive, unhelpful, and at times smug in their attitude, even when it was obvious that my wife was becoming increasingly upset. It was only after the store manager intervened that the situation improved.
Despite this, we still had to wait from 1:00 pm until 5:15 pm for two straightforward battery replacements. Waiting over four hours despite having a booked appointment is completely unacceptable and falls well below the level of customer service we expected from Apple.
Based on this experience, I will be sticking with my Samsung devices, where the aftercare and customer service have been far superior.
翻译：苹果商店布伦特十字店
我妻子之前打电话预约了更换她和女儿手机电池，因为有人告诉她提前预约是最快捷的方式。
然而，当她到达苹果商店时，却被告知需要等待三个小时才能更换电池。这尤其令人担忧，因为我们女儿急需用手机，她第二天就要出差。
办理登记手续仅仅五分钟后，预计等待时间就从三个小时莫名其妙地增加到了五个小时。我妻子在店里等待的时间不断延长，她感到非常焦虑。店员非但没有给予安慰或同情，反而让情况变得更糟。他们缺乏同情心，也没有让她感到舒适或被重视。
这不禁让人质疑：如果预约系统仍然会导致顾客等待数小时，那它的意义何在？她完全可以一大早就直接去店里，而且看起来那样可能早就被接待了。
我们发现店员态度冷漠、不愿帮忙，有时甚至还带着一丝傲慢，即便我妻子明显越来越生气。直到店长介入，情况才有所改善。
即便如此，我们还是不得不从下午1点等到5点15分，仅仅为了更换两块简单的电池。明明已经预约，却还要等四个多小时，这完全无法接受，远远低于我们对苹果公司客户服务的预期。
基于这次经历，我还是会继续使用我的三星设备，它们的售后服务和客户服务要好得多。
我妻子之前打电话预约了更换她和女儿手机电池，因为有人告诉她提前预约是最快捷的方式。
然而，当她到达苹果商店时，却被告知需要等待三个小时才能更换电池。这尤其令人担忧，因为我们女儿急需用手机，她第二天就要出差。
办理登记手续仅仅五分钟后，预计等待时间就从三个小时莫名其妙地增加到了五个小时。我妻子在店里等待的时间不断延长，她感到非常焦虑。店员非但没有给予安慰或同情，反而让情况变得更糟。他们缺乏同情心，也没有让她感到舒适或被重视。
这不禁让人质疑：如果预约系统仍然会导致顾客等待数小时，那它的意义何在？她完全可以一大早就直接去店里，而且看起来那样可能早就被接待了。
我们发现店员态度冷漠、不愿帮忙，有时甚至还带着一丝傲慢，即便我妻子明显越来越生气。直到店长介入，情况才有所改善。
即便如此，我们还是不得不从下午1点等到5点15分，仅仅为了更换两块简单的电池。明明已经预约，却还要等四个多小时，这完全无法接受，远远低于我们对苹果公司客户服务的预期。
基于这次经历，我还是会继续使用我的三星设备，它们的售后服务和客户服务要好得多。
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