Portland Mac Store

09/15/09

Worst Possible Service over defective product

by Curt K

I bought a pair of headphones at the Mac Store 3 weeks and five days ago. The ear bud on one side came apart, making it unusable. I went on to their website to check their return policy, and the site says "You should never hear the words:

“You are right, but it's against our policy” from one of our employees. Sure, we have guidelines and basic rules, but they’re mostly in place to give us a starting point."

So, worried that they wouldn't accept my return bc I didn't have the receipt, I called and asked. The box does have a Mac Store sticker with a Mac Store price and bar code. The person on the other end said, "Just come on down."

I phoned ahead because I don't live near the store. I'm 30 minutes away, each way. (I bought the headphones on my way out of town). I didn't want to spend an hour driving for no reason.

When I arrived one of two guys behind the counter looked up my name and found the transaction in their computer. They inspected the headphones and said their was no doubt the workmanship was faulty, and the manufacturer's warranty would cover it. But the Mac Store would not.

"We have a two week return policy". Two weeks?! Even when you know you sold it, to me, and agree that it is defective?

"I'm sorry but our return policy is two weeks."

Yeah, and that's why I called down here ahead of time, to make sure I didn't waste a trip.

"I'm sorry but you'll have to go through the manufacturer.

Yeah, well I'm sorry but the Mac Store has proven it's "buy local" slogan to be a crock. Why do I pay more to a local merchant, when I can get a better price over the net? So I can deal with a person if something goes wrong. I buy local so I can support and benefit a human relationship, even it it's a commercial relationship.

Well I bought local with the Mac Store, and they just sent me away chanting their "Two week return policy" when I bought my purchase 3 weeks 5 days ago.

I wasted a trip I tried to avoid making and am stuck with an expensive pair of shoddy headphones, with no where to turn except a P.O. Box in another state.

I will *never* shop at the Mac Store again, and I recommend you turn to a reputable web store for better prices AND better service.

• Pros: None
• Cons: Service. Price. Do not stand behind what they sell

02/12/08

Best Service, No wait and Knowledgeable staff - Highly Recommended!

by Jdesign

WOW! I had one of the strangest issues with my computer. After visiting the Apple Store downtown with numerous visits to the "Genius Bar" I was left with no resolution. I made a last ditch effort to take my machine to The Mac Store with little hope. I was greeted by a smiling sales person who asked "how are you today?". With a woeful grin I said "not well" and looking at my bag with my ill computer. With a calm ease he asked me a few questions and took me over to the service counter. I was then greeted by a young fellow who asked more about the issues with my computer. He listened, asked and listened again. He then said "I've run across this before". I asked if it was bad and he assured me that it was a small issue. After all was said and done... It was a small issue. I won't go into details, But the issue was so minute that my multiple visits to the Apple Store seemed like a waste of time.

I would "Highly Recommend" this store to all of my friends and anyone else I meet. THANK YOU, MAC STORE!

01/31/08

Above average effort from staff for my strange computer problem.

by Michael504

I went to the Mac Store with an out-of-the-ordinary problem. I was trying to get a windows server with tape backup to be fully mac compatible (with BrightStor Computer Associates backup software). The issue was an odd ball, obviously. Jesse, the sales rep who helped me when I walked trough the door the first day was very helpful. He spent several hours helping me get my issue sorted out with the mac mini I had just purchased from them. I even had to come back the next day with the mac mini to try and get my BrightStore software working properly on the machine, and Jesse and the guy in the back in service put a great amount of effort into my issue. I insisted on paying something for their help, and they only wanted to take $45 for all their efforts. I paid the $45 and tipped the two guys modestly in cash (wish I had more bills on me at the time). I really like these guys for all their help, and I plan to buy my next mac from them too.

• Pros: above average staff effort, parking validation, locally owned