Apple City Creek Center

Reviews 3

HI

Hillary Oliverson

I understand now why "the big bang theory" show makes fun of the apple genius bar employees. This experience I had yesterday was an absolute joke in terms of customer service. However I did get my phone problem solved and I will explain later. To describe my issue with my phone. Di ply out it was not charging like it should and the battery was draining quickly, even when not using it. I got in and checked in for my appointment. I sat down for a few minutes and was helped by the genius employee. I explained to his the issue that I had my phone plugged in for hours and it only charged to 28%. He ran a diagnostic and began to explain to me like I was a 5 year old that my phone was charging normally based on the diagnostic. He then told me that my software was not current so the first thing we needed to do was update the software to see if that would fix the problem with my phone charging. I explained my concern that I used several charging cables and power boxes and outlets and it didnt change how the phone charging, so how could it be a software issue. He again said, lets update the software and see if that fixes it. Just to reiterate again the problem I said "my wifes phone was charging and I unplugged hers and plugged mine in and it still would charge. He then proceeded to tell me that since my wife has an iPhone 5 and mine was a 6 the processors in her phone are different then mine and that why that cable would charge hers and not mine. I looked at him and asked "so the cable knows that her phone was a 5 and mine was a 6 and that it can charge hers and not mine." He then went out on a limb as to explain to me that basically I have a phone that requires something different to charge with then my wife. So, I understood that this guy because of how he was talking to me that he was convinced that he was the know it all apple guy and I was the stupid customer who knew nothing, so I didnt concede to him because I believed him but because I needed to get my phone figured out. So he wants to backup my phone onto the cloud using the laptop and surprise surprise when he plugged my phone in the laptop didnt recognize my phone, so he got a different laptop and again the laptop didnt recognize my phone. Then he stated that maybe his cable has "given up the ghost" and he would try a different one, Well to my amazement (sarcastically) THE LAPTOP STILL DIDNT RECOGNIZE MY PHONE! Then the words came out of him mouth that I knew he didnt want to say "I think we have a charging port issue... curious two laptops and two charging cables and the phone isnt recognized by the laptop. He then told me that he had a more diagnostic special computer in the back and he would try that to figure out the problem. A few minutes later he returned to inevitably tell me what I already knew that the charging port was bad and that I would be swapped out for a new phone........ I felt like saying "if you had just listened to me at the beginning we could have come to this conclusion 30 minutes ago. So I was swapped out for a new phone and I stayed in the store using WiFi to restore from my icloud. If I ever have to go to he Apple store again I will not go to the one at city creek because of this idiot and I will just go to the one on Riverton and let Greg deal with it. Very poor customer service in terms of how he treated me.

SH

Shawn Gardner

First of all...Emilee was awesome!! I will get to why in a minute.. but first a little background you may find interesting. I worked for an AT&T Authorized Retailer for 3+ years from 2010-2013 and was trained how to sell away from the iPhone since the commissions werent good. It really turned me in to a HUGE anti-iPhone individual. I was a Samsung/HTC snob. But, since being out of the mobile industry I realized I didnt need all the other gimmicks that Android offers since I only use my phone for business, calling, emailing, texting, photography and some social media here and there. About 2 weeks ago I decided since my wife has an iPhone, I just bought her a MacBook Pro for Christmas that I would give Apple a shot after losing my Samsung. Deep down I know the OS is better and the quality of the device is hands down the best. I caught a lot of crap from my family (who all has iPhones) because I was so "anti." After owning my phone for less than 2 weeks it fell out of my pocket and cracked on Christmas Eve!! I was devastated.. because after losing my Samsung I had to pay off my installment plan (which was very expensive, especially a week or so before Christmas) and then upgrade to the iPhone 6S Plus. I was so mad I was going to have to spend even more money fixing it. I figured any repair place other than Apple would have a better price on a repair..After calling around to multiple stores that offer repairs on Apple products I found out that nobody has 6S Plus screens yet.. I was scared thinking "great, now my only option is to go to the Apple Store and pay full cost for a screen." I went in to the City Creek Apple Store and was greeted by a guy, set the appointment for 15 minutes later. Came back and was greeted by Emilee, she acknowledged my stress/frustration and noticed my phone was brand new. I dont know how she did it or if she felt bad but she got my screen fixed within an hour.. AT NO COST!! She did this as a courtesy when I know Apple could have charged me the full $150 + tax. Because of service like this I will stick with Apple, they have my loyalty. I know for a fact that the other big manufacturers would not do something like this. Thank you Emilee @ City Creek Apple Store.

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Andrew Lyman

Long story short, I was lied to, and I wasted my money and my time for nothing. I went into the store due to my laptop having issues, specifically with the screen. I went in to City Creek and talked to one employee at the apple store. He checked my laptop, noted that I had extended apple care that would cover the fixing of my laptop, and he had me set up an appointment. I got to my tech appointment and was told once again that I had extended apple care, and she proceeded to look at my laptop. There was a little scratch on the corner of my laptop which came from something over a year ago, and my screen issues just started within the past two weeks. I told her that her fellow employee told me the apple care would cover me to get my laptop screen fixed. She then said that only covers issues that come out of no where (LIKE MY SCREEN ISSUE THAT POPPED UP TWO WEEKS AGO). She claimed I had damaged the laptop, which was not the case, and I told her that, so she said she would "escalate" the issue over the phone. She disappeared to the back for 45 minutes while I sat there very patiently. Finally, after the horrible communication in which I was basically lied to by two employees of the same store, she came back out to tell me she could not fix it. I have always been a fan of apple products and their customer service, but this experience may have just ruined all of that. To pay so much money for a laptop, and extended apple care coverage it seems like they should be able to take care of my issue. The first employee seemed very willing to help, and I was very pleased to set up an appointment thinking that my laptop would be fixed and my apple care was worth it. But my overall experience was ruined due to the time I wasted and the false sense of hope that these employees gave me. And the waste of money I spent on apple care. I also gave a review from an email they sent me after which wanted me to review my experience. I explained this exact situation and opted to receive a call from them to talk about my issues. I have still yet to receive that call. I expected more from apple.