Apple Memorial City

Reviews 3

MI

Michelle Kulinski

An awful, stressful experience and my first time having to go to an Apple Store and I wont ever come back to this store. I was advised by my wireless provider after on the phone with them for over an hour trying to troubleshoot to fix a glitch on my iPhone that I needed to take it into the Apple Store to have the latest update put on my phone as I didnt have enough storage to do it myself due to a glitch. The kind man at AT&T told me that schedule an appointment so that I didnt have to wait long at the store. I called the Apple Store nearest me midweek and they had no appointments till the next week so I chose this store even though its a 30 minute drive for me since they could see me on a weekend. I arrive early to my appointment and the kid thats supposed to check me in was extremely rude to the lady in front of me checking in. He barked at her to go sit over there. Then he yelled at me to move away from his iPad and said he couldnt find my name. He told me I didnt make an appointment and that I was a lying about it. He thought I was a walk in trying to not have to wait. I was so upset and asked for the manager who was just as rude as him. Im very easygoing and fighting back tears as they were accusing me of lying and yelling at me. I was so upset as no one should ever talk to people the way these people did. She tells me too that I have no appointment and so I call the number I called to schedule the appointment and got the same lady who I made the appointment with and she denies that she placed my appointment, but offers to call the store and find out whats going on. She says no one is answering yet I counted five kids standing around doing nothing by the phone as it rang. Finally the manager comes over and asks for my last name after someone finally answers the phone and come to find out they made an appointment under my nine year old childs name. I am still wondering how they got my childs name when I never mentioned a child placing the appointment. They never apologized for being so rude. My phone only needed the new update to fix my glitch that I could not do at home. Two kids come over and tell me that my phone has no glitch and that I need to buy a new one. Ive already read on line about people with the same issues, talked to my cellular provider who told me I just needed the new update and my friends all had similar issues yet this guy thinks Im stupid and Im going to purchase a new Apple phone when to be honest I will go with a Samsung next time and we have iPhones, iPods and iPads, but this was a terrible experience. The kids were very rude and I had to get very firm with them to make my point, which they should of stopped wasting my time and just done the update that takes only 5 minutes and save me the headache. Finally the only nice employee I met with comes over and I explain my situation and he installs the new update to my phone in 5 minutes and my phone is good as new. I leave and the greeter by the door literally looks at me in disgust and turns his head in the other direction as I was all smiley and going to say bye. I had to chuckle out loud as I walked into the mall at that whole circus. As my phone was updating the kids that were assisting other customers at the same table I sat at were saying in front of us customers that they were leaving at 8 whether they finished with their customers or not and they were counting down the time. Im not sure where Apple hired these kids from, but that store is a trainwreck. My child who had the appointment did a major project on Steve Jobs this past spring and after all the research we did this was not his vision he had for any of his stores. Yes, he was a jerk, but according to all the research we did this would be unacceptable to him. I told my friend that Steve would be rolling over in his grave knowing this is not the Apple Store environment he envisioned and sought to implement. I had to wonder if the employees were working for free as the customer service was the worst Ive ever encountered before.

TA

Taylor Berry

My phones touch screen stopped working recently. Yesterday I went to the apple store at Willowbrook Mall, but the wait to talk to a technician was 5 hours! They told me Memorial Citys wait was only 4 hours long (and I prefer their shopping). To my surprise when I got there the wait was only 2 hours. I shopped for about and hour and half and received a text to head back to the store. I believe my technicians name was Veronica. She was super helpful and answered every questions I had in detail. She was patient with me and very knowledgeable. I told her everything I had done to remedy the problem and she explained my options. First I could have them open the screen and make sure everything was connected and working properly. That service costs $129. However, if they opened it up and found water damage or corrosion due to water penetration, I could pay $299 for a new replacement phone. Which is still not bad considering a new phone through my service provider would be $600. Once she starts putting my information in the system to start the first step, the system told her not to open up my phone. I asked why and she said it could be that if we fix it now, that it may have issues later and you might have to bring it back again. Apple wouldnt want to frustrate the situation any longer. Instead the system told her to have me purchase a brand new phone for the $129 price instead. I was pleasantly surprised. She helped me setup my new phone and explained the warranty to me. She even helped me replace my belkin cover I had broken when I tried to clean the first phones screen. If you are having any trouble with your apple devices and live in Houston, I highly recommend this location. While I was waiting for my phone to update, I observed the other technicians helping customers. They were all very professional, knowledgeable, patient and attentive. I have been in customer service my whole life and appreciate exceptional customer service when I experience it. Tech can be frustrating when its not working properly and its great to know I can rely on Apple to take care of me when I need it most!

MA

Marlon Barillas

Ive had iPhones from the very beginning and took my iPhone6+ to get checked out since as of 2 weeks ago it stopped working. This is my 1st time ever having an issue with any Apple product Ive owned. I advised the "Genius" that I have only had the phone for 7 months and suddenly it just stopped working 2 weeks ago. He walked off to the back w/my phone and shortly after returned and said "it looks like it may have some water damage" and showed me pictures of how the battery has been affected by the alleged water damage. He asks if it was recently exposed to any water. I stated no that I always make sure its not exposed to any water when I work out or go swimming. He then says "Well theres really only two options, to buy a new one for $900+ or pay $350 to have this one repaired". I respond "even thou its still within the 1year warranty" and the Genius says "YES". I proceed to thank him for his time but that I am not taking up either option 1 or 2. He says Ok and goes about his business since they are busy. The Next day I receive an email summary of the visit and it clearly states customer declined repair or new purchase and what else it reads phone IS OUT OF WARRANTY. At this point I am like WTF. So the last week on Thursday 2/25/16 I go to my corporate Sprint Store and ask for a print out of when bought my iPhone 6+ and it reads 7 months ago and is still under warranty. I explain the situation to the Sprint rep and he says "take this phone to our corporate office off 45N & West Rd, there they have a corporate Tech who will inspect it and if he cant fix it, they should replace it, since it doesnt have any visible physical damage and IS UNDER WARRANTY". The very next day I did that and after a few minutes the Tech comes out and confirms what I stated earlier "its not powering up, its under warranty, come back next Wednesday(b/c they had to order it) and we will have your FREE replacement phone available for you". Best words Ive heard all year so far. Ive been with Sprint since 2006 and by far IMO they have the best customer service in the mobile phone industry.