Apple Chatswood Chase

Fabulous service and friendly staff. Waiting times could be long - but hey this is Apple and its worth the wait

One star is for its Genius Bar. So disappointed. No repair service on ipad if warranty expired. Only option at store is replacement. Not A good experience.

I visited twice recently and got helpful advice every time. Staff are friendly and sweet. They went above and beyond to help. I would definitely recommend everyone I know to go to apple Chatswood to get the best service.

Customer services are fine but I don't understand why they call them self
genius... googling save you more time than being here. Wasted so much time here when googled gave me an answer in 1 min afterward.

I had an old iPad 2 which wouldn't switch on. Found out that it was due to corruption. They easily reinstalled the OS, but my data would be all lost. This wasn't told before they did it. Luckily I had an iCloud backup. One good thing is that the wait times are quick, compared to other reviews.

their product failed, diagnosed with receiver issue. Went there to talk for good 2 hours. They willing to replace the whole screen which is great but not the screen protector that was perfectly on it . Claiming its not purchase from apple. The store manager come, I explained again. But he keep on using " I understand, BUT" that BUT means no compensation on accessory.

The point here is IF your iphone 7+ receiver didnt fail on me after 5 months then why would I need to replace my receiver + screen.

Went back to telco, they wont cover it as well.

So I ended up pay for another tempered glass cover for my phone. :) out of my pocket .

First and last time with apple for me.

Useless. I had an issue with my phone not charging. The phone was dead, so I went to the apple store first thing in the morning looking for assistance.

Was told by the "genius" bar assistant that for a dead phone, as it was outside of the 2 year apple care warranty period, I would need to replace the whole phone for something like $450+. The only thing they tried to do was to give it a clean in case it's due to dust accumulation. Also, I was told that all my data would be gone as they don't do data retrieval when providing a new phone. Was particularly annoyed as I had just gotten back from a holiday and hadn't backed up. So the options that I was given by the assistant were:
1. Pay $450+ for a "new" , probably refurbished phone but all my data gone from the current phone.
2. Apple can recommend someone for a third party data retrieval company but it might cost $1000 - $2000. This is just for retrieving my data, and in addition to the $450+ for the "new" phone with Apple.
3. Go home and have a think on what I would like to do.

I kept asking if there's really anything they can do and look more closely at the phone and see if the charging issue could be repaired, especially as I didn't want to lose all the photos I had from the recent holiday but at the same time I wouldn't want to spend $1000-$2000+. Was basically told that there's nothing they could do and to go think about what I want to do. And the assistant then just moved on to the next person, not really bothered at all.

Luckily on my way back to the car, I saw a mobile phone kiosk near the food court, think they're called mobile experts that advertised phone repairs. I thought I'd just ask to see how they could help. Was quickly told that they can change the charging port at the bottom of the phone for $65 and it can be done in 30 mins (did I mention that i had to wait 40 minutes earlier before even talking to a "genius" bar assistant?). If it doesn't work, they won't charge anything - so noting to lose anyway. But I was almost guaranteed that it would solve the issue. 30 mins later, I've got my phone back almost fully charged and fixed! it also comes with 6 months guarantee as well in case there's any issue. Pretty relieved at having an operational phone and my holiday snaps back!

Now, I totally understand that the customer service assistants at apple have to follow certain standard procedures and they are bound by what the firm policies are but I am amazed that one of the biggest company in the world and advertising themselves as leading the world with innovative products is not able to:
- simply replace a charging port that only cost $65 at a small retailer
- or at least show better customer care in properly inspecting the phone to see how it can be repaired for a reasonable fee.
- also, can't help with data recover at all. I would have considered paying the $450 for a new refurbished phone, but it's kind of useless if it meant all my data gone. Instead they can only refer me to a third party company that charges $1000-$2000, which is crazy!

Always been an apple supporter, having spent on and used a few generations of iphones and ipads but really disappointed on how useless they were in this situation.

Simple unrivalled customer service. Manager and staff went above and beyond to help us out. Treat staff with respect and they take care of you like no one else.

'Julia' on 'Studios Desk' was particularly helpful and knew so much!
And it wasn't her task to look after me - but I had not known how to properly log a reservation for the Genius Bar. She had only one other she was assisting and was only too pleased to give me the 10 minutes I needed.
Thank you Julia