Norwich, United Kingdom
Merchants Hall
$
+441603216600
N/A
Apple products are good quality but their customer service is dreadful, had to ring up for an appointment via an automated, wait 30mins then meet a so called specialist who wouldnt even look at a simple charging issue. Personally given the choice i would never shop here ever again!
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Chapelfield has changed its name to Chantry Place
They are just taking themselves far too seriously and they are too arrogant. First, you will be « welcomed » by a bodyguard and be asked to talk with a guy which is at 2 meters from you. With the mask, the ambient noise of the shopping mall, you can hardly understand what he is saying and he doesn’t understand either. But don’t make a step in his direction: the bodyguard is there! Once you are able to communicate with the guy you will be asked to come back tomorrow to book an appointment in order to see their products!!??? (and maybe being lucky enough to see their products!!??). Is that a joke? Who are you guys? Learn some respect to your customer. It is not the customer who need to make an effort to come and see you but the opposite. Come back to your marketing school and learn some basics
All the staff were helpful and professional, must say even the security staff were brilliant. Made the visit easier especially during these weird times.
Review completed 09/09/2020 I just wanted to thank Matty and the kind lady in the Apple shop that helped me with my Phone today. From the very start it’s really very good to see staff monitoring on the door and still only letting so many customers in at a time, other shops could learn a lesson from this instead on now just sticking signs up hoping people follow them and disappearing to do another job. On each occasion I return to see if my phone was ready your system worked saving cueing time outside Apple. When I first went in my Orginal issue was the battery needed replacing but after being diagnosed and a keen eye for detail Matty noticed that my screen was out of alignment from my phone slightly and that my battery may be causing this. He explained what would happen as the Genius Bar was going to try and fix in store but if for any reason they where unable I would be lent a loan phone. Most people treat their phones like there babies , I treat mine like my right arm as it has all my information stored and crypted onto it, however he assured me that no data would be lost and true enough no passwords or codes where lost. I had to hang around Norwich for 3 hrs but on My return I was pushed to the front of the cue where I was met by the really helpful lady that had helped me earlier on in the cue. She explained it had all been taken care of under warranty and that I had nothing to pay. She was also able to answer another technical question that I was unsure of. Both Matty and her helped me out today and went beyond the scope of their duty. I tried to get an email address for the store so I could email a letter of thanks but was told they don’t have one so this is hopefully the next best way of them being recognised for their hard work by there manager.
I love apple products and couldnt see myself using anything else. But the experience of this store was not good. The security since covid make the US border force seem soft. So I go in with a faulty charger and all I wanted them to do was check it was my charger which was faulty and not my Macbook. So some guy goes and takes my charger but wouldnt let me in the store, so after standing around for 10 minutes im told my charger is perfectly fine and it must be my laptop. I was told to book an apointment, but didnt want to wait for 45 minutes. So I took my Macbook and charger to an independent computer repair shop, he plugged his Macbook charger into my mine and it worked perfectly, so he told me im all good to go buy a new one. That took him no less than 5 seconds to fix my problem. It seems like the employees have a real urge to feel more important than they are. So if you're unsure about what the 'Genius' verdict is, id recommend you get a second opinion.
Living in Colchester, the options for Apple stores are either Norwich, Lakeside or Cambridge, all of which are a bit of a trek. When the iPhone 12 and the Pro launched, I was a little irritated in Cambridge, but understanding especially considering the pandemic that we were not allowed in and needed an appointment - even though it didn’t say this anywhere before we drove 60 miles. Going another 60 miles to Norwich and waiting until a couple of months after the launch however, we saved the Apple store until last so the queue could die down and we could go in and actually see the 12 Pro and Pro Max, as I wasn’t sure which size to go for. All the other shops (again, understandably due to the pandemic) had the phones out but you couldn’t really get a sense of their size because they’re very well protected in the shop. We were asked if we were going in by the security guard so said yes and joined a small queue. We stood in it for about 10-15 minutes until we were eventually approached by someone from the store who asked why we were visiting. I let them know that I’m looking to upgrade my iPhone 8, at which point they THEN say that after queuing for that amount of time “oh, you can’t come in without an appointment”. I mean seriously?? Fair enough if they really want to be like that but at least tell us before we spend the time queuing? Even better, MAKE IT CLEAR ON THE WEBSITE and on Google. That’s two wasted trips now and as other reviewers have pointed out, incredibly arrogant. Apple do produce premium products, but it is VERY clear that they are using this to drum up a false sense of exclusivity and product scarcity which simply isn’t the case. These marketing tactics might get some people but FYI - your customers are not stupid. I have always had excellent experiences in Apple stores and have been to most in the UK, but this is honestly ridiculous.
I wasn't going to give the Apple store 5 stars because we tried to book an appointment to look at laptops a day in advance and were told it wasn't necessary. We discovered that there was a two hour wait when we arrived this morning! BUT after a short time we went into the store and had a chance to browse the laptops before Callum served us. He was very informative (without too much tech language!) And lead us through the choices available on our budget. He also found us an excellent deal which is an offer for students at the moment with a discount and free stuff! We are very happy! ️️
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