iStore Guildford - Apple Authorised Service Provider Reviews Summary

Customer Service

Pros:

• "Great customer service and a great range of Apple products."
• "The service I received was exceptional and I was also kept informed of the status of the repair which was completed very quickly."
• "On our visit to this store we were looked after by Sophia C. She was knowledgeable, attentive, helpful and incredibly patient."
• "AMAZING... Sebastian was very calm and helpful with two issues I was struggling with on my new Macbook Pro."
• "I've been into iStore Guildford twice in the last month and had great service both times, Sophia was very patient."

Cons:

• "Beware - do not buy anything from here! I bought an iPhone 14 pro and today dropped it they informed me it’s covered for accidental damage as I bought it with 2 years warranty, I went all the way to the Apple Store and learnt that it’s not covered."
• "Can’t get through to them on the phone and in store waiting times are terrible with only two/three members of staff."
• "Terrible service, kept waiting for over 20min while one of their staff disappeared out the back."
• "There was only one person on the till (on Saturday!!!)and after 40 minutes on the queue she told me that she wasn’t able to serve me."
• "Spent £900.00 service was rubbish. No case for my new ipad.try edtoset up my new iPad Come back in 1hour. Still not finished."

Product Knowledge

Pros:

• "The young assistant who served us could not have been more helpful. He took us through the various options and demonstrated the features."
• "Mohammed was brilliant in setting up my new phone & transferring my data across, answering any questions I had about data transferral."
• "I was served by Andreas, he explained everything beautifully about the Apple watch SE that my husband gifted me as a wedding gift."
• "A big thank you to Sebastian at the store who was very helpful and answered my Questions very quickly."
• "Customer service was incredible, think I was served by a matt but he spent a lot of time talking me through each item and being super patient with me."

Cons:

• "Initially when looking at the Apple Watches, no staff came over to assist."
• "Hopeless. Looking for apple watch, could not show us the two versions we wanted to see as 'none were charged' and 'they had been on charge for 24 hours' but still not working."
• "Service was good but I was disappointed that The information I was given was not correct- I was sold an iPad 9, and was told that was the latest version."
• "Faulty screen replaced by iStore who are an authorised dealer. There was a mark on new screen but iStore branch couldn’t provide any follow it up since 'all technicians had left the branch and no appointments were possible'."

Efficiency

Pros:

• "Very quick and professional service. Had to have the keyboard replaced. Received confirmation that it was fixed within 3 days from when I dropped it off."
• "Great service as usual from the team at iStore. They repaired my Mac within 5 days which was faster than when I got my Mac repaired at the apple retail store."
• "Fantastic service today at iStore in Guildford. Had a nightmare three days without a functioning phone and Cameron patiently listened and fixed everything, quickly and efficiently."
• "My MacBook Air charging ports were not working so I went to iStore Guildford to repair it. Thomas only used around 1 hour to repair my MacBook."
• "Went to get my iPhone battery replaced (booked online), was served by Rob and Tom who were both very polite and enthusiastic from the minute I walked in. They initially said my phone will be ready for collection the next day, however seeing as I had a long drive to get here, they said they’ll try their best to get it done the same day and to check back in 20mins...they did it!"

Cons:

• "I had to call in twice to know what was going on with my repair as the tracking system was not offering any updates. They received the new device and didn’t communicate at all so I had to drop by with a broken toe and then found out that actually they had my new device for 5days."
• "I booked my son's iPhone in for a battery replacement and because there was alittle crack in the corner of the screen they said they the screen would break when getting battery out so I would need a new screen so it would cost £149 they wouldn't just do it and see what happens. Went to the apple store in Basingstoke they happily changed battery screen was fine!"
• "If you need your phone screen fixed DO NOT COME TO the iStore - Apple in Guildford. Made an early afternoon appointment to fix my phone screen but the store had run out of screens for the day."
• "Faulty screen replaced by iStore who are an authorised dealer. There was a mark on new screen but iStore branch couldn’t provide any follow it up since 'all technicians had left the branch and no appointments were possible'."