iStore Colchester - Apple Authorised Service Provider Reviews Summary

Customer Service

Pros:

• "The team were very professional and kept informed of progress with regular emails."
• "Thank you so much to Lucas and Becky for helping us in the store yesterday."
• "Becky was helpful, calm and reassuring."
• "The technical man Demetrius was really excellent and gave complete and unbiased information on the iPhone battery status and diagnostics."
• "Matthew was very helpful and informative helping me decide which one was best for me."
• "More than willing to assist, she even ran up the stairs multiple times because I couldn't decide on the color of the device I wanted."
• "Outstanding attention to customer, highly professional."

Cons:

• "Terrible. Unhelpful member of staff said he couldn't help me with my stricken Macbook because 'they don't have any macbook chargers.'"
• "He was also quite dismissive and not particularly apologetic."
• "Poor service recently, conflicting information from the staff."
• "The staff that I spoke with immediately I walked in(front desk) looked unhappy & moody with zero smile."
• "The girl that served me was very rude and not capable to help and gave us dirty looks and needs to go back and do customer services training."
• "Again a piss poor service. I needed a firmware password reset, these careless layabouts didn't even switch the Macbook Pro on and told me they couldn't help."
• "Extremely unhelpful, tied by the apple franchise rules so would not carry out repairs due to minor damage."

Technical Support and Repairs

Pros:

• "The fan noise on my MacBook Pro was fixed in less than 24 hours."
• "Was allowed to give my experience of what happened without interruption and told that I would only be charged should a solution be found."
• "They were extremely professional and advised me the repair cost if I wanted to try and get it fixed."
• "In my opinion Apple products are the best and the support services on line and in store are simply amazing."
• "Becky diagnosed the problem and fixed in 30 mins and it didn’t cost me a penny."
• "Recently, my Macbook suddenly started reporting a battery fault... Becky the technician quoted me 7 days to have it repaired... she managed to have it repaired and ready by the next day!"
• "I’ve gone in about a week ago with my iPhone 11 refusing to charge. Cameron had a look and thoroughly cleaned out my charging port, now it charges like a dream!"

Cons:

• "Staff friendly enough, but I booked a battery replacement through Apple, turned up at the store only for them to tell me they didn't have the battery in stock."
• "Not recommended. I brought in my phone for a battery change and it was falsely diagnosed with water damage under the front camera."
• "Helpful technical advice but gave me a different colour product. Rectifying the issue cost >2 hrs of my time, petrol and parking money."
• "Such poor service. Took in my iPad Pro, took them 2 hours to tell me they couldn't do anything with it."
• "Horrible experience when phone screen turned black, was given false hope."
• "Visited today as my iphone12 Face ID had failed... sadly the cost of repair wasn’t worth it for the phone I had."
• "Went into the store today to have a battery replaced in my iPhone 6 only to be told this was not possible due to a new screen had been fitted and this was not an Apple approved screen."

Purchase and Product Experience

Pros:

• "Fantastic experience of shop and staff."
• "Called in to the store primarily to seek advice and having been given some welcome guidance I purchased a new iPhone SE."
• "They made time to get the sale sorted and I walked out with a new phone and a smile on my face."
• "It’s great to see there is still great customer service about!"
• "What I liked most about this shopping experience was that there was no pressure to buy anything."
• "I would highly recommend this store for all your Apple needs :-)"
• "Very happy with the service I received, my MacBook had a problem with the coating on the screen... They fixed it no problem! Thanks again."

Cons:

• "Not the store, even the online apple store is feeling fake. They gave me a complaint phone."
• "I asked for something and received something else and when I went in to return it, they said they'd only refund partially."
• "REALLY poor experience (sorry). Been saving up for the new IPhone 14... and was immediately told that I could not be seen today & I should have been on time."
• "By far the worst Apple reseller. Completely incompetent staff who don’t know what good customer service is."
• "Awful. I was in store on tues last to buy a brand new iPad Air."
• "Rude Staff. Was late by 6 minutes due to traffic and both members of staff made a point it was the end of the world as we know it despite the store being empty."
• "The apple issue couldn't be fixed for free as on the apple site, I text back and didn't get a reply."