Apple has generally provided me with an excellent costumer service experience: communication is generally quick and knowledgeable about my issue and I generally am able to contact the appropriate person or department (at least when it comes to MacBook issues, iPhones are a different story). It’s very disappointing then that my current experience at this Apple Store has become so bad. Since dropping off my computer for repair almost three weeks ago, I have had no communication about its current status in over two weeks. The primary issue is that there is no good way for me to reach someone at the store to check on the status—after figuring out how to get the automated system to forward me to the repair shop, no one picks up—nor can I see the current status by logging in to my Apple account online. I’ve called Apple support twice and they have tried to reach someone at the store and also been unable to do so. Both times they said the only other way to reach someone at the store was to drive there in person. The store is not close by, so it’s a major inconvenience for me to do so. For a company that charges a premium for its products, I expect the costumer service experience to be, at least, decent. This is one area that could use some major improvement. I should not have to work this hard to find out what’s going on with my repair. UPDATE Shortly after this review, I was contacted by a staff member from the store who apologized for the poor communication and was happy to receive the above feedback. While it doesn't really address the systemic problems of communication, I do appreciate the acknowledgement that there is an issue.
