Apple Fashion Place

Reviews 3

AL

Alicia White

Last July, I obtained an IPhone 6 from the Apple Store in Fashion Place Mall. This past week, the screen to my phone cracked and so I made an appointment with the Fashion Place Apple store to get the screen replaced. Upon my arrival, I spent half an hour waiting to be seen, before an Apple associated helped me. The associate indicated that I should come back in 90 minutes and I could pick up my phone with the screen replaced. I came back to the store at the allotted time and the associate came out with my phone and informed me that my phone was a "fake" phone and as such it could not be fixed. I was extremely confused and frustrated by this news as I had obtained the IPhone from that exact store and had never taken it to any other store for any type of repair or maintenance. I started asking this associate a number of questions, but they informed me that their shift was over and that someone else would have to help me. After another long wait, a senior manager for the store finally came out to talk to me. This senior manager informed me that my phone had a number of third party parts and as such was not an authentic IPhone. He further indicated that they would not be able to service this phone and that it had no trade-in value. He implied to me that I must have taken my phone to a non-authorized dealer to repair my phone at some point during its life. However, this is simply not true. My phone had never been serviced since the date it was obtained from the Apple Store. Furthermore, our family has never taken any of our Apple products to be worked on by anyone other than authorized Apple dealers. As I explained this to the Senior Manager of the store he told me that what I was telling him was impossible and I must have made a mistake. In essence he was calling me a liar and refused to admit that his store or his company could have possible made a mistake. I continued to express my frustration with the situation, because now, because of a fault by the Apple Store (either a shortcut in their system checks before giving out a phone, or due to a dishonest employee), I am left with a "fake" Apple phone that they gave me and are now telling me cannot be fixed and has not trade-in value. After I could tell discussion with the senior manger was going nowhere, I requested to talk to the next line of customer service. He then referred me to a call in service at the Corporate Offices so that I could explain the situation to them. I thought that this Store Manager was being very unreasonable and surely if I explained what happened to someone at the Apple Corporate level, they could help resolve my issue in a just and fair manner. The Manager gave us a number for Apples executive customer service team. We then proceeded to call the Apple Executive Customer Service team on multiple occasions to explain our situation to them. The member of this team who we worked with continued to say taglines such as "I understand that this must be frustrating to you..."; however, he did nothing to resolve the situation or to try and correct the situation that had happened to us. After a number of frustrating phone calls with this customer service representative, we were told that there was nothing that they could do for us. Throughout this process, we were talked down to, indirectly accused of lying to them, and passed off as unimportant time and time again. The company refused to admit any chance of a possibility that they could have messed up and given us a bad phone. After spending hours of time trying to get Apple to do the right thing and correct the fact that they had given us a "fake" IPhone, the company refused to help us out in any way. This has been the worst customer service experience that we have ever experienced from any company in our lives to-date. Due to this sour experience, our family will not purchase any Apple products in the future. We find the way that this situation was handled was unacceptable.

SC

Schaeffer Warnock

Worst experience I have ever had at an Apple Store. I am a huge Apple fan because I genuinely love their products as well as their service, however, today has really diminished my positive perspective. I own an iPhone 6, Apple Watch, iPad Air, and two MacBook pros and I am fairly educated about Apple hardware/software. I was having an issue with my iPhone 6 were the GPS was not working properly in Google Maps, Apple Maps, and other location service applications. My maps would show me that I was in completely different locations and never could quite pinpoint my exact location. I did all of the trouble shooting I could including a full restore, updating to iOS 10 beta, downgrading, and factory resetting my phone, and resetting my network settings. Nothing worked... With that said I decided to take my phone into the Apple Store to see if we could fix this critical issue with the GPS. I walked in and waited for 1 hour and 15 minutes to speak with an Apple tech specialist. We sit down and I describe the issue in detail. The gentleman that I spoke with stated that by looking at my SIM card tray he guaranteed it was the "warping" of my phone. Looking at my phone I simply could not tell that the phone was "warped" in anyway that would cause my phones GPS to disconnect from the logic board. He set the phone with the screen down and asked me if I saw the small little warp between the table and the screen and there was simply nothing to see. I asked him to run a diagnostic test and he said that he would but he was certain that it was that my phone was "warped" and that I would have to purchase a new device. I am a understand fully that I am not entitled to a new phone. I understand that if I drop my phone and crack the screen, spill water on it, sit on it, etc that I am liable and need to pay to replace it. This is not the case. There is no water damage, no cracks in the screen, no warping of any kind, and every single function on the phone works perfectly except the GPS! This is something that Apple should have fixed and I am very disappointed in the know it all attitude of this employee when clearly he doesnt know how to treat a very loyal customer by acknowledging their pain point and doing their best to come to solution for a very reasonable issue. Beware of visiting this store for anything related to customer service and better yet, beware of Apple as it is slowly sinking in my eyes as one of the most amazing/innovative companies in the world.

DE

Debbie Kinjo

After having numerous frustrating experiences with Apples "automated system that can handle complete sentences," I was finally able to secure an appointment 3 days later with the actual Apple Store in Fashion Place Mall in Murray, UT to diagnose and replace the hard drive. I was told to bring in all items connected to my iMAC including router, cords, back-up, etc. to be able to accurately diagnose the exact problem - not easy when you have to park in a mall parking lot and carry everything into the mall to the store. After waiting 15 minutes past my appointment (the store was busy), the man at the "genius" (Apples term - not mine) bar told me he didnt need all the extraneous cords, router, etc to diagnose AND then declared my iMAC was "vintage" and they would not work on it there. Why couldnt I have been told that on the phone when I explained clearly both the year purchased and the problem? The "genius" suggested taking my iMAC to Expercom or Simply Mac. Hmmm ... really? This was NOT my experience when purchasing or servicing my iMAC or either of my daughters MacBooks, or my son-in-laws MacBookPro when Apple was located at Gateway mall where the customer service was exemplary. This has been ridiculous from start to finish. Also, wonder why theres not an Apple Store in Utah county where there are two universities and with a nickname of "silicon slopes", youd think they open a store further south. I did try Expercom since their Google reviews were better. There I had a totally different experience from the Apple Store in Fashion Place. First, I could actually call and speak directly to a real, live person on the phone. Second, I could drive my car right to the parking lot immediately outside their store so I could easily carry in my iMAC. Third, I left my "vintage" iMAC there at 10am and at 3pm the same day it was ready - new hard drive installed and back-up restored, at the price quoted! Thank you Expercom, you have a new loyal fan and I will share that info with my extended family, friends, and neighbors who are all MAC owners of desktops and laptops. Good-bye Apple Store!