Apple Penrith

I was at the Penrith store yesterday 5/11 and the customer service person was testing my IPod that was not working. While I was waiting for him to finish the woman next to me was holding her daughter, this woman was so close to me that her daughter was kicking me in the back, she had kicked me 5 times in the back, when I looked at the little girl her father was yelling at me and threatening to kill me at the top of his voice, not one staff member or security guard came to my defense. Before that one of the staff members was being verbally abused by a customer and was nearly in tears, I felt sorry for her as she was doing her job. I don't know what the security guards do in that store, waste of money. As far as the service in that shop I can't complain they were really good. I will not be going to this store as I wouldn't feel safe knowing that you are on your own in there.

The most awful customer service I have received at the Apple Store was in Penrith, New South Wales.

I came in with the intention to ask about replacement of the faulty accessory - in particular, the Lightning to 3.5 mm Headphone Jack dongle. This would be the second time that I would have to replace the Lightning to 3.5 mm headphone jack only 6 months after using it. The first one stopped working in the same way - it doesn't allow my headphones to communicate with my phone.

I asked the lady with the iPad at the genius bar regarding remedies to my issue, and she was the most unhelpful and uninterested person ever whose facial expression and body language was closed off.

First, she tells me that they can only do returns in the 2-week period, so she can't do anything for me.

Secondly, if I wished to have it looked at then I would need to have an appointment because they need to investigate why it wasn't working and it could be my actual phone. It's a dongle, lady. Not rocket science. If it's not working -- then it's not working! Don't you think I've tried it on my iPad too?

She then proceeds to tell me that they're busy and will not be able accomodate me, so I would need to come back another day.

I had to ask -- why do these things break after only 6 months? She tells me she had no idea and to make an appointment, and I couldn't return it.

Clearly, she had no intentions to assist.

So I told her I was just going to buy another one.

Instead of assisting me in my purchase, she points to the corner and says, "They're in the corner."

I had to get someone else to put it through for me -- since she was so obviously "busy".

Thanks Apple, YOU WILL NEVER HAVE MY BUSINESS AGAIN.

Extremely helpful and knowledgeable. Everyone was so polite and kept me up to date during wait time. I was blown away wi th the level of service. I have not experienced anything like it!

The management might be better served encouraging staff to attend to customer service rather than trying to act and look like trendy hipsters. Don't talk down to customers. Try to help. That's actually your job and you are a representative of the Apple brand. If you can't, then try to find an alternative solution. Responses were from a rigid script without any attention to customer needs or restricted timeframes. How about actually trying to help customers without them having to implore assistance? A bit of flexibility from staff would go a long way. I gave up and went to Castle Hill where my problem was fixed in a friendly, genuine and professional and timely manner.

Big Shout out to Jess, my phone died 1 day before an overseas holiday that I needed my phone. Had no appointments for 2 days but was understanding of my situation and got me in straight away to have my phone diagnosed but was not able to be repaired so replaced phone on the spot. Walked out in half an our with new phone. Great service, super friendly and helpful staff. This is why I always stick with apple!

Great starff great shop and easy to get to

Shocking service, better off at the castle hill store!

Great customer service, they went to great measures, and went above and beyond to help my wife out. Highly recommended!!!!!!

Great Apple Store. In a great location, great sized store, customer service is always great. Sometimes the Genius Bar is booked for a week or so but that is expected!