Apple Princesshay - Exeter

Tamanna S.

I recently faced a major issue with my iPhone Pro Max, which is only five months old. It started shutting down randomly, and I was really hoping for a straightforward resolution from customer service. Unfortunately, my experience was anything but that.

When I contacted support, the representative was not only cocky but also seemed uninterested in my explanation. They interrupted me repeatedly and dismissed my concerns without even allowing me to fully describe the problem. It was frustrating to feel like I wasn't being heard, especially for an issue affecting a device so new.

Seeking a better resolution, I requested to speak with a manager. To my dismay, the manager was just as dismissive and arrogant. They stubbornly stuck to a single point and refused to listen to my attempts to explain the severity of the issue. It felt like they were more focused on defending their policies than actually helping me resolve my situation.

As a customer who has trusted and invested in Apple products, I expected much better treatment. This experience has been incredibly disappointing and has made me rethink my loyalty to the brand. I hope they can improve their customer service in the future, as that is essential for retaining loyal customers like myself.

Rich C.

Unbelievable customer care in Apple today! Face ID had stopped working. Quickly identified that it needed a replacement depth camera. All repairs within warranty and fixed within an hour! Quick, quality service you would expect from a quality tech brand!

Mike J.

My trusted phone iPhone 11 had a ear volume issue and I could hardly hear anyone, all last minute, I got a appointment, up to exeter, in, upstairs and technician Lee sorted it out very quickly and efficiently and even no charge !!! Brilliant.

Jill L.

I have a Mac Air running Microsoft One Drive and have encountered significant issues with the One Drive. I contacted Apple Support who arranged the appointment at Princesshays the following day. I told this Apple Support guy about the problem, specifically mentioning One Drive but he assured me it sounded like permissions issues and it could be sorted.
Turned up to find that I was sharing my appointment with someone else, the whole area was crowded and very noisy. My advisor had no idea what my issues were so this info hadn’t been passed on which was a real shame because I might, just might, have spoken to someone who knew how to manage One Drive on an Apple device. It became clear very soon that my advisor knew no more about the problems than I did, and was particularly nervous because he was not confident with One Drive on an Apple device. His advice was to download everything onto an external hard disk (£95) and reload it and see what happens. It could take several hours, so obviously not an option to do it there and get help I needed. I should have asked if there was anyone else who could have helped but I was so disappointed with the ‘expert’ advice, I left to drive home 2 hours away. A 15 minute meeting which resolved absolutely nothing except that Apple REALLY a need to get their staff up to speed on all software, Apple or not. Pretty poor experience and would not recommend on that basis. Problems continue. Can’t say I’d rush to buy Apple again, too cliqué.

Max

Visited the Genius bar today and saw one of the specialists (unfortunately I forgot her name). She was great and helped me discover what was wrong with my charger. True customer service! Keep it up.

Connor F.

Tl;Dr: Apple products aren't repairable and are known to be intentionally designed to fail - this apple store couldn't complete a basic new MacBook air screen repair after 3 weeks and instead broke my logic board!
If you're going to purchase an Apple product understand that the ecosystem is such that you'll be continually buying new devices until the day you drop dead - right to repair with Apple is long gone.

Came in for a simple cracked display replacement for a M2 MacBook air - was told parts were on hand and it shouldn't take longer than 5 days. Week and a half later they tell me they broke the logic board during repair, it then took them another week and a half as I now had to go in and backup the Mac as they'd have to wipe it for the logic board replacement. All in all I no longer had time in Exeter to wait for the screen repair (they offered me a 10% discount for a repair that took 6 times the time and hassle I was initially told 🤣), and just had them fix the logic board they broke.
The display is still broken, they had the Mac for around 3 weeks, failed one of the most simple repairs possible on a MacBook air, and their offer of 10% off was insulting at the best.

They blamed the broken logic board on bad soldering from factory but given the way these macbook airs run with no active cooling it essentially means they slowly kill themselves if you try to put that fancy Apple silicon to use at any period of time longer than 20 minutes. I highly suspect the soldering from factory was fine and instead it was internal heat (intentional design flaw) that weakened the joint...

Vladimir L.

Little Apple Store but they have everything what do you want , also you can booked a demo for apple vision there. Great staff very friendly and knowledgeable. Waiting time for demo (for me ) 30 min max. I also take my iPhone for repair and when I was trying an Apple Vision Pro my iPhone was servicing.

Leila J. L.

I was helped by Sam at the Genius Bar with getting my laptop fixed (which managed to happen that same day!) He was honestly so great; very reassuring, informative and kind! Thank you for all of your help!