Apple FlatIron Crossing

Reviews 3

MA

Matt Simonson

APPLE CUSTOMERS BEWARE!! I broke my screen on my phone so my wife made an appointment to get it fixed. She made an appointment for 1:40PM, yesterday. She got there at 1:30PM. There was only one person in line other than her and several apple associates in the store. She was told the phone would not be complete until 4:30PM. We dont live close to the store, and she has one baby and one toddler in tow. So she had to burn 2.5 hours in the mall. She was okay with this. She gets there at 5PM, the phone is not done. She is told to wait at one of their tables. She waits an hour. 6PM rolls around. The technician shows her that their machine broke the phone when trying to replace the screen. They give her a new phone. They do not check it with her but send her on her way. Half-way home, she gets a call from a stranger, "You have my daughters phone." Our baby is screaming his head off by now because hes tired, restless and hungry; so my wife does not turn around but comes home to tell me what is happening; and shes not even really sure what is happening. I check the phone number in Settings, sure enough, its not my phone number. The people whos phone number is in my phone are waiting at the Apple store in the mall for us to return. I have to take our toddler potty, my wife has to change and feed our baby. On the way back to the Apple store I have my wife call my phone number. A stranger picks up the phone. Sure enough, somebody else has my phone number. We get to the Apple store at approximately 8:40PM. I ask for the manager. One of the technicians recognizes my wife, "Oh, I helped you earlier," he says. Then he proceeds to come over and ask what is wrong. My wife explains it to him. He wants the phone so he can fix the issue and find out what is going on. I let him know I want to wait for the manager. He argues with me and says, "My manager cant do anything, I will be the one to fix this issue." I say, "Im certain we will need you, but I want your manager to handle this." He replies, "We are close to closing and he is counting the drawers." The manager comes out and introduces himself as "John." He tries to explain what happened even though the technician is not there who apparently made the mistake. The SIM cards were switched. The strangers SIM card was put in my phone and my SIM card put into her phone. I let him know that Im not happy and that I expect him as the manager to do something for me. He does not offer me anything but continues to explain that my data on my phone is fine and there was no breach of privacy. I explain to him the major inconvenience this has caused me and that it was not our fault. He accepts that but still refuses to offer any compensation. I tell him "I know as the manager you can do something for me, what can you do?" He finally then tells us to pick any case on the wall and he wont charge us for it. Furthermore, there definitely was a breach of privacy, as the girl who got my phone texted someone and used Facetime while she had my phone number. I got an email the next day saying, you used Facetime at 7:45pm with your Apple ID. Well, I didnt have my phone number at that time and I didnt use Facetime! Also, I got a text this morning from a stranger saying, "Hi Katie, didnt realize you changed your phone number. I found your prescription in the King Sooper trash." If I was a shady person, I could have acted like Katie and tried to get other personal or damaging information. This was definitely a breach of privacy for her and me! Ultimately, when we left the store, I had a working phone and a free cord (because I didnt want a case). However, this was one of the worst (if not the worst) experience I have ever had with a store.

A

A Private User

Sadly, customer service at the genius bar was sub-par. I have worked for 2-3 years in PC tech support, so I know how a tech support service should work. The repair of a hard drive and trackpad took over 10 days, apparently due to not enough supply. The store never seemed to know whether the part would come the next day, or take another 5 days. I had a 160GB drive originally in the machine; it was replaced with a 320GB at another store because they were out of 160GB drives. This store was unable to order the 320GB drive (Apple policy), so we had to downgrade back to the 160GB, with an old operating system and iLife 09. Several days previous, someone on the phone had guaranteed my wife that we would get the 320GB drive. We were surprised to show up to pick up the computer with the older-generation 160GB drive. We asked if they could upgrade iLife at least, and they obliged. They asked us to come back the next day so that they could work on it into the evening. The next day we went to pick up the laptop, and after calling to make sure it was ready, my wife spent half an hour in the store with our toddlers "finalizing paperwork" that they had to print up and prepare; apparently, because they were too busy. Looking at the machine back at home indicates that they did NOT end up installing iLife 11 as they originally said they would do; they did upgrade the operating system, but forgot to upgrade iLife. My wife even asked if they installed iLife 11 - they mentioned because iDVD was there, it was sure to be iLife 11. Wrong... iDVD shows copyright to 2009, its old, and that was an incorrect (and unfortunately, incompetent) answer. Overall, service was a huge disappointment. We had to call the service center every few days to check on the status of the machine. When they said theyd call the next morning, they didnt. Sadly, it seems that they are as enamored and perhaps "dulled" by the technology as many of their customers. I do like Apple products, but having multiple failing laptops and poor warranty service was a let-down. They did try, but I think not being good at communication with the customer was their biggest fault.

A

A Private User

Lord say your prayers and hand me a gun! That pretty much sums up this store. If you are at all having problems with anything Apple go some where else. Over a year and a half later they have managed to corrupt and mess up just about everything I have taken to their store. They all should be working at Hot Topic. They know more about being cool with their tattoos and piercings than computers. Please make sure to get a case number for anything that you take to the unGenius bar so you have documentation of what you have taken in. They have a habit of not making case numbers.When you have a problem then next time you have no proof that it was brought in to the store. They will sweep you under the carpet. I believe that Kirk and Ben ( store managers) are the biggest losers in Colorado. They are liars and not to be trusted. This Apple store is the worst store in Colorado. You get better service threw Walmart. This store has made me hate Apple. I used love this company. If they have such a great product then why is it they need all this great customer service. Great customer service is what wont get at tis store. If you are having problems, call the apple care line and ask to speak to a senior advisor. You will get further with them than at this store. I cant tell you all the problems I have had at FlatIrons. Have been in dealing with this nightmare for ever. The Manager Ben doesnt even know the phone number to his own store,he had to ask another person when he left a message he left on my voice mail. May you should take your computer to Hot Topic you might get a better result. Mark below who posted a posting on Oct 20 is probably right on. All the reviews that are on here that are 5 star reviews are from the Apple employees or from computer or from people who do not know how to use a computer.GO SOME WHERE ELSE!!!!!!