iStore Strand - Apple Authorised Service Provider Reviews Summary

Customer Service

Pros:

• "Why have I been queuing up at various Apple shop Genius Bars when there are Geniuses here at this approved store on the Strand which is quiet, no queue, and very responsive nice staff!"
• "100% recommend the iStore in the Strand. Kush helped me sort out my laptop (I had a data transfer that I needed help with) and was lovely, helpful, professional and brilliant."
• "Had some queries and questions about my old MacBook Pro and what newer model might potentially replace it and the man serving, Sam, was really helpful and obviously knows what he’s talking about- I’m clueless lol- friendly staff and great customer service."
• "The staff were really friendly and keen to assist even with my one year old screaming the house down."
• "I was seen to instantly by very friendly shop floor staff."
• "Visited this store today and what can I say, it was so refreshing to be met with excellent customer service from Pablo!"
• "Very quick and efficient service from both technicians and the assistant, Rebecca. Clear explanation of my options which was very helpful and was able to answer any questions I had."

Cons:

• "Only had a brief phone call with them a short while ago regarding a repair that I need done under warranty and I will definitely not be taking my laptop there."
• "You lost yourselves a £1,000+ sale this morning. I dropped in because I am in the market for a new MacBook and waited directly in front of the counter for 5-6 minutes."
• "SO POOR SERVICE, POOR CUSTOMER SKILLS,."
• "The experience I had was frustrating, I went today in this store because my iPhone 6 plus is not working and there a light flashing at the top."
• "I was able to get an appointment at short notice, which was great. But once I arrived, there was very poor service - I would not recommend."
• "I don't usually review places, however, this was the worst customer service experience I've ever had."
• "Went in to check and see if my macbook pro damage would be covered under AppleCare, which I had and the guy who helped me was extremely rude, unfriendly, and provided no customer service."

Repair and Technical Support

Pros:

• "Been having problems with my Phone and taking a decision as to what to do. Visited istore and everything was sorted with in hours."
• "I have been to this store several times and have always had great service. On my first visit I had a new battery fitted in my phone, whilst I waited and the process was quick and efficient."
• "Al, Sam and Mike sorted my phone out and even helped me to claim back my excess insurance charge."
• "The guy was so so helpful, he actually saved the day!!"
• "They even fitted a new screen which I didn't even ask for! Would recommend this place to anyone."
• "Al catered to me with kindness whilst still swiftly and professionally dealing with my phone."
• "Tests were done and a new logic board was fitted within two days."

Cons:

• "If you are thinking of going here for a repair my advice is make an appointment at the nearby Apple store where they will run Apple Service Tools diagnostics for free rather than charging £90 like they do here."
• "Please don’t go to these guys or any other 3rd party’s. They will rip you off!"
• "Con artists tried to charge me £39 for an estimate only for a repair they would do."
• "Believed this would be a faster service than going directly to the Apple store. They said I'd have my laptop back in 5 working days. On the fifth working day, I received an email that was only just then telling me what was covered by my warranty, and what wasn't."
• "The technician really wasn't interested in changing the battery at £25 as there wasn't anything in it for them and declined on the basis that the phone was warped which is nonsense."
• "About as useful as a kick in the balls.. Told me it would cost £90 diagnostics test."
• "They charge £90 before doing any work on a macbook pro and over charge for the parts."

Pricing and Sales

Pros:

• "I was able to purchase a new ipad and take it away with me when all other stores in London had sold out."
• "I came back here today to purchase a new laptop for work. Pablo was there to help me out and after asking me some questions about what I do he made a very logical recommendation."
• "Recently purchased an iPad here, whilst having a repair carried out on my Laptop, staff were absolutely brilliant, Mike and Victor assisted me with a pleasant service and prices beat any other authorised service provider."
• "All of the staff were friendly, and the prices were very reasonable as well."
• "Great shop runs like a well oiled machine. Staff are very helpful and Pablo went out of his way to assist me in my purchase, went above and beyond in helping me get exactly what I needed."
• "Very pleased with the quick repair of my MacBook from here, all included in my 3 year free warranty."
• "Sam went above and beyond to make sure that I was properly set up with my new phone."

Cons:

• "The manager thought he’d lost my phone at one point then tried to charge me again when I’d already paid."
• "I bought an iWatch strap. I was given the wrong size."
• "They quoted me £289 for display change on each."
• "I was told that the returns process meant I had to be in store in person, but I live 200 miles away."
• "They said if I wanted my macbook back unrepaired I would need to pay 50 pounds."
• "I went to get the new iphone on launch day, explicitly asked for a “13 Pro”, got billed a 13 Pro Max."
• "I brought my 2015 macbook for repair and they told me the logic board needed to be replaced and that it would cost me 600 pounds."