Apple Biltmore

Reviews 3

EV

Ever Sanchez

First of all I want to start by saying that I have been a loyal Apple Customer for years ( since 2010) I have purchased many iPhones( too many to count now), an iPad mini, iPod shuffle, iPods and Im currently typing from my MacBoon Pro : ) I love your products and Im happy to pay a premium for them because Apple has a long history of exceptional care for their customers. Well my recent experience at the Arizona Biltmore came up very short of that, to say the least. Recently, December 2016 I visited the genius bar for a screen replacement on the phone listed above. I was happy to pay the $140 to have Apple technicals take care of the fix and not have to worry about an incidental damages. Unfortunately (I understand that it happens) the antenna was damaged during the fix. I started to have issues with my gps/uber/maps etc. and connecting to wifi so I returned to the store the next day and was instructed to connect the phone to my macbook and reset. Which I did. This did not solve the issue! Very well, I know Apple will do right by me and I continued my daily routine as usual. This was December 2016, right before I left for a central american backpacking trip, all my focus was on getting ready for this trip and my experience there. Long story short, I went on my trip and I didnt my iPhone for network connection, everything went well despite having a damaged phone. Upon my return to the states the issue has started to impact my daily life but in Apple I trust to take care of the issue. Well I returned the Apple Biltmore Store yesterday and met with Manny at the genius bar. After explaining the situation to him he informed me that the antenna issue would require a brand new iPhone. I like my iPhone but okay I can live with that I thought. Manny continued and asked me to pay a genius issue cost of $279. Well honestly I was shocked and mildly upset that I was being asked to pay to solve an issue stemmed from an apple repair. After several minutes of conversation with Manny and looking at the genius experience log, it seems that there was a miscommunication and my second visit to the apple store in December wasnt logged. Manny really tried hard to help me but he failed and I think it was largely due to the Manager he reports to. HIs manager, whose man I didnt get, came over and again I explained the nature of connection issues. The manager seemed indifferent, disconnected from customers and without concern for the human event. In the end I left the store very upset without a solution to my problem. Ive spent over $10,000 on Apple, Im very loyal to Apple,Ive converted my parents, friends, anyone who will listen to apple. Im happy to pay premiums for my products because I trust in apple. It was an absolute slap to the face to be treated the way I was and I hate the fact the Apple employees were unwilling to operate at the Apple customer service level, unable to stand by their products and willing to sever a longstanding relationship with a loyal customer. I hope this email makes it way to the right people, i hope Apple steps up and does allow another customer to be treat that they I was.

EV

Ever Sanchez

First of all I want to start by saying that I have been a loyal Apple Customer for years ( since 2010) I have purchased many iPhones( too many to count now), an iPad mini, iPod shuffle, iPods and Im currently typing from my MacBoon Pro : ) I love your products and Im happy to pay a premium for them because Apple has a long history of exceptional care for their customers. Well my recent experience at the Arizona Biltmore came up very short of that, to say the least. Recently, December 2016 I visited the genius bar for a screen replacement on the phone listed above. I was happy to pay the $140 to have Apple technicals take care of the fix and not have to worry about an incidental damages. Unfortunately (I understand that it happens) the antenna was damaged during the fix. I started to have issues with my gps/uber/maps etc. and connecting to wifi so I returned to the store the next day and was instructed to connect the phone to my macbook and reset. Which I did. This did not solve the issue! Very well, I know Apple will do right by me and I continued my daily routine as usual. This was December 2016, right before I left for a central american backpacking trip, all my focus was on getting ready for this trip and my experience there. Long story short, I went on my trip and I didnt my iPhone for network connection, everything went well despite having a damaged phone. Upon my return to the states the issue has started to impact my daily life but in Apple I trust to take care of the issue. Well I returned the Apple Biltmore Store yesterday and met with Manny at the genius bar. After explaining the situation to him he informed me that the antenna issue would require a brand new iPhone. I like my iPhone but okay I can live with that I thought. Manny continued and asked me to pay a genius issue cost of $279. Well honestly I was shocked and mildly upset that I was being asked to pay to solve an issue stemmed from an apple repair. After several minutes of conversation with Manny and looking at the genius experience log, it seems that there was a miscommunication and my second visit to the apple store in December wasnt logged. Manny really tried hard to help me but he failed and I think it was largely due to the Manager he reports to. HIs manager, whose man I didnt get, came over and again I explained the nature of connection issues. The manager seemed indifferent, disconnected from customers and without concern for the human event. In the end I left the store very upset without a solution to my problem. Ive spent over $10,000 on Apple, Im very loyal to Apple,Ive converted my parents, friends, anyone who will listen to apple. Im happy to pay premiums for my products because I trust in apple. It was an absolute slap to the face to be treated the way I was and I hate the fact the Apple employees were unwilling to operate at the Apple customer service level, unable to stand by their products and willing to sever a longstanding relationship with a loyal customer. I hope this email makes it way to the right people, i hope Apple steps up and does allow another customer to be treat that they I was.

A

A Private User

I was so excited to be getting a new Mac Book. I decided that I would go to the Apple Store In The Biltmore Fashion Mall as it was fairly close to our house. I wanted my partner to go with me because I thought he would enjoy the store as I hoped I would. My partner is handicapped and oxygen so any kind of outing can be taxing on us.We arrived at the store around 445 pm on Sunday the 22nd. I had read that it was advised to get there real early or late in the afternoon. I chose the later.I was a bit amazed at how busy the store was. I wanted to go to an Apple store as I figured they would be able to best answer my questions . After being in the store for roughly 15 minutes and playing with the computer, I had came in to buy. I was beginning to feel frustrated that no one had approached me and my partner. I walked up to an associate, and I am sorry I didnt get her name and explained that I wanted to BUY a computer but had some questions and could I have an associate help me out. The woman who I assumed was a Manager said " sure sir I will send Paul right over". I waited another five minutes and a young man came up to us an introduced himself as Paul. I asked several questions and the associate seemed fairly knowledgeable and polite. The associate started to suggest I purchase two programs I think one was called mobile me and the other one to one. Paul said this would put you right around $1499 and pointed to the screen. I asked if these could be purchased at a later date and he kind of hesitated. I told him I just wasnt prepared to spend that kind of money. Paul then said "well I have to go on my lunch break so I will send someone else over to help you out". I was really shocked I asked if they worked on commission and he just shrugged his head and said "nah" we dont. I became more frustrated and thought why should I wait to spend $1000 . I know Apple has much more expensive computers but in my long history a Specialty Retail Manager. I really was shocked as a SALE is a SALE..I went to find the MOD the woman who first spoke to me and told her what had happened . I also noticed that Paul had lied and had not gone out to lunch but was helping some young girls who appeared to be well dressed . Perhaps Paul was more concerned with socializing I dont know or care. The woman or MOD whomever she was said " okay I will help you out". I was introduced to another associate who was in the middle of finishing up with a customer. The MOD pawned us off to this woman and said "what to you think can you help them out in maybe five minutes or so?" Sure she said". Then I waited and waited and said to my partner." This store obviously doesnt want to be bothered with my small purchase of $1000 Mac Book. Lets go Best Buy might be more helpful." So I left drove to Best Buy told them what I wanted five minutes we were on our way home. I will never shop in that store again. The customer service was very disappointing . I hope all Apple Stores are not run in the same Fashion