I’ve written a few times about negative experiences I’ve had at the Apple Store but after a trip yesterday I wanted to share a great experience.
As you can see I broke another iPhone (I won’t go into how) so I booked an appointment via the Apple Support app. For screen replacements the app makes a point of showing that they do it same day and also show a lot of third parties that I didn’t even know could do it. Luckily for me I have two Apple Stores within 45 minutes of where I live.
I made an appointment for the next day and for now just taped up my screen so I didn’t get any glass embedded in my fingers!
I arrived at the store and on being greeted was shown to a holding area. This is a great change, instead of just standing behind people waiting at the chairs having their appointments there was a separate table. I sat down and in front of me were a few wireless chargers and some iPhones that you could use. Yes it’s helping their sales to have them there but as someone that had a broken phone meant I could burn a few minutes whilst waiting. I also noticed they had Apple News+ enabled on them (not currently available in the UK) so I could try the service, maybe more on this in another post.
I waited for my appointment and on seeing my iPhone a diagnostic was run and I left my iPhone with them. I was told it would take an hour and was given a time slot.
I got some lunch and came back, I was only waiting 5 minutes before my iPhone came back out. In my case the screen was attempted but the adhesive to stop water getting in had run out. First off they gave me a replacement phone and only charged me the price of a screen replacement, putting the customer first for their mistake. This had to be approved by a more senior staff member so I waited another 5-10 minutes for this process to happen. I’m not sure if it was this extra waiting or to help me with their mistake but they also didn’t take this change of iPhone off one of my Apple Care + replacements.
I left the store feeling the best I had done for quite a while when using the store. Over the last few years I’ve really dreaded going in but the vibe of the store did feel different. There were more staff on the floor, they were greeting closer to the entrance directing people and had a definite split of Apple Today sessions and a table for people waiting for an appointment. The today at Apple sessions could happen without disturbing the queue of people waiting to get their devices sorted out. It was a much more pleasant experience and it looks like they are making moves in the right direction (in my store at least) of making sure you’re not left wondering where to go or feel awkward standing next to people having their appointment or getting a today at Apple session.
Nice work Apple.