Apple SanTan Village

Reviews 3

E.

E. G. John

Woke up on a Wednesday and was using my $1000 128 g IPhone 6 Plus phone that I have had in a Otter Box from day one of March the year prior and it is now May. I then went to work and into a meeting at 7 oclock in the morning and when I came out at 8 oclock I found that my phone would not display anything on the screen. So I imediately called Verizon and they told me sorry your little past your year warranty. I told them this has nothing to do with warranty your phone that you sold me failed. I had no good response out of that so I decided to take it to Apple. I called Apple and set up an appointment at San tan Village but they could not get me in until the next week. So I did not feel like waiting that long without a phone so I went into Apple. When I showed up they told me that I was in line for 7:40 pm (and it was currently 6:00 PM) and they will text me when they are ready for me. Finally at about 8:45 PM they started talking to me (1 hour and 5 minutes late). The guy checked the phone out and confirmed its never been wet and said it looked pristine on the screen and body and then proceeded to tell me a new phone was going to be $329. I then told him how is it I need to give you guys $329 when it was your phone that went out, when you should be paying me for my time of loss with work and everything else. I then told him to get the manager (which was a female) and she was a total Stonewall Jackson jerk. She could have cared less about my problem and just kept repeating sorry sir but its not under warranty like some kind of robot. I understand she can only do so much but she could show some compassion and explain it a little bit better at least even though I know the details. I then told her that I was in the service business and when I show up to someones house or business and I install something then we warrantee it for one year parts and labor but if it can be found that it was a workmanship problem we would warrantee it for a millennium because it was our fault.... Still nothing. I then spoke to the original guy (Matthew) which was actually a pretty nice guy saying he has no authority and is just there really to take the blunt force of mad, confused customers that feel theyve been done wrong and have bought a $1000 phone with a one year expiration date. So finally Matthew said "we could try to replace the screen for $129, but theres no guarantees" and I said "I guess" and he said to come back the next day to see if it worked. Next day rolls around and they informed me that it did not work so I decided to give it one last go and call Verizon and tell them the whole situation with Apple and all. I called Verizon and I got a super nice girl on the phone and she says youve been done wrong and said we will get a new phone out to you first thing Monday and it was currently Friday. I said woo hoo and praised Verizon. So now my only job is to find anything on the Internet with the name Apple and write a bad review. I am so unimpressed and Ive met quite a few people these types of problems have happened to lately. I am now using an iPhone 4 that my wife had used years ago that was supposed to be replaced with the newer iPhones. But low and behold the iPhone 4 is being used as a tow truck for the iPhone 6 Plus. The quality of Apple is headed straight into the garbage can and I dont believe this is what Steve Jobs would have wanted. You just watch... this will be another use-to be company that slowly died after the original great mind that built it is now dead and gone.

A

A Private User

As an IT guy, I never thought Id need to test Apples Legendary Service. I usually just fix stuff myself. But in this case, I decided to try them out. I bought a new MacBook Air (My first Mac. I think Apple products are pricey, but thats beside the point). Unboxed the MacBook, heard angels singing, and marveled at the craftsmanship. Until I started typing and a key popped off. Hmm, not off to a good start with my first Mac, but I hopped online and set an easy Genius Bar appointment for the next day at the SanTan Village location in Gilbert, AZ. I got there late, and theyd cancelled my appointment, so I had to set up another one. Woulda been nice to have someone floating to handle walk-ins on a first-come, first-served basis, but this location, like so many others, is so busy that I imagine thats unlikely. Still, it would be nice to have a system where you can be on standby if you want to wait to get in on the next available open slot or cancelled appointment. Anyway, despite me mentioning it in the notes field of the online appointment booking, they didnt have a replacement plastic tab for my keyboard key on hand, so they instantly offered to swap out the entire notebook for a completely new computer. AWESOME. I threw them another curve when I requested to pay the difference to upgrade to the next higher hard drive capacity since I knew from using a couple days that I would kick myself for not getting the bigger hard drive. They upgraded me for the cost difference, no problem. AWESOMER. Then they transferred all of my files from one computer to the next, which only took a few minutes with the Thunderbolt<->Thunderbolt transfer. AWESOMER-ER. Of course, after spending $1600 on a laptop, youd expect nothing but pure service awesomeness and Im really glad to say it was an absolute pleasure dealing with them. Im a believer in Apples legendary service now. As another side note, one of the other things that impressed me was the knowledge and passion that the folks at the Genius Bar had. As an IT guy, it really irritates me when I have an advanced question/request about something, and some clueless, poorly trained, commissioned employee at the big Blue and Yellow Electronics store offers the answer that will get them the highest commission. Passion about the products youre selling/supporting is something that is missing in so many retail operations today. Say what you will about Apple employees being fanboys, but their sincere passion about the product is hugely important when it comes to finding the best product or solution for a customer. Genius might be overstating it, but there was a marked difference between the Apple employees I dealt with and your run-of-the-mill commissioned sales folks. If they didnt know the answer to a question, they didnt waste my time by BSing their way through it. They admitted it up-front, and got an uber-genius from the back room that did know the answer. Every electronics store needs an uber-genius in the back room, if not on the sales floor. Take note, Blue and Yellow.

RI

Rigoleur R

My iPhone had started acting up and was overheating and draining battery without even using it. Seemed a bit weird. Made the appointment with Apple Genius wrote a note to them explaining what was wrong and even showed up early. I was greeted by one of the sales reps and I was checked in. They had someone come over and looked over my phone. One woman grabbed what looked like a paint brush and cleaned the bottom of my phone out. From there another guy came over and stated he was going to take my phone to run the diagnostics on it. I waited for 40 minutes at this table. The guy never came back to let me know what was going on. Instead I watched him go around the store and help other customers. Finally he comes back and informs me that my phone isnt sending them any diagnostics readings. But that my battery is reading normal and theres nothing indicating the phones crashing. They never took into consideration that my phone was at 70% when I got there and within the 40 minutes they had it running diagnostics it went down to 35% and still felt like it was overheating. Instead of explaining what could be the possible solutions of my current phone issues or offer options to help eliminate the problems... he says "You can go talk to one of the sales people and they can tell you about the phones we have. Or we have an AT&T store outside as well". Its clear, I know what stores are in the area and yet I made the appointment with them at that specific store. I couldve very easily just walked into the AT&T store instead of wasting almost an hour of my time. I was super upset at this point and just grabbed my phone and left. I made an appointment for them to basically come back and inform me that my phone seems fine, they cant tell me whats wrong since the phone isnt providing them with any diagnostic readings and instead of seeing that as a Red Flag they just tell me that I should just buy another. Not the best selling technique considering I dont feel confident their product isnt going to do this again. Seems that Samsung is looking like the better choice as my next phone upgrade.