Apple Twenty Ninth Street — Attraction in Boulder

HORRIBLE Staff, Avoid at all costs!!

Let me preface this by stating that I’ve been a very loyal Apple customer for over a decade now, having owned multiple MacBook Pro’s, iPads, iPods, etc. I was initially attracted to Apple’s products for digital media editing, luxury products, and customer service. Unfortunately, I have witnessed Apple distance itself from high-end hardware in lieu of “simplifying” the products they sell to attract those who don’t need a nice graphics card or memory options in their computers. Seeing rising prices for products that don’t feature hardware improvements had me weary to begin with, but my recent experience with the “Genius’” at this Apple Store was the straw that broke the camel’s back.

The Situation:

My mid-2012 MBPr had a “service battery” indicator, so I brought it into the 29th St Mall Apple Store in Boulder, CO to have them take a look. After running a diagnostic, they concluded it was a defective battery and would perform the replacement free of charge.

After having it a few days, they called me to say they would no longer honor their quoted work because they said there “appeared to be water damage”, which I assure you I have NEVER spilt any liquids on ANY of my devices. Ever. But they said I did, so I told them to button it back up, and I would just come grab it. I’ve been used to carrying a power cord with me, so it should be business as normal.

I picked up my laptop and returned home only to find out it no longer turns on. At all. So, I called 1-800-MY-APPLE and spoke with a senior tech support agent in Cupertino who walked through all the rebooting tricks with me, none of which worked. The agent decided to call the store that performed “the repair” and called me back 30 minutes later to inform me that the Genius Admin had told him that it probably doesn’t work because “the customer tossed or threw the laptop in the store after we gave it back to him.” ….Really?! wwwhy would I do that? I informed him that they straight-up LIED to him, and I want them to pull security footage to SHOW ME throwing my laptop, or anything similar in nature. This senior advisor informed me that he could’ve helped me with the repair had it not been for my apparent “throwing my own laptop in the store.” His hands were tied, so I went straight into the store and started talking to the manager about the issue.

After waiting another 30+ minutes for the manager and his cohorts to get on the same sheet-of-music, he returns to tell me that the admin “must’ve confused you with another customer that had a similar issue”. I had to stop him mid-lie and explain to him that everything is tracked by serial number, I’m not an idiot, you’re boy hiding in the back is simply trying to cover his tracks and save his job. I then suggested he clear the airwaves and notify the senior tech advisor that incorrect information was passed along, and I did not damage my own computer.

Manager’s response: “No, I’m not going to do that.”

Me: “So what now, I’m just SOL? I bring a fully functional computer in, into APPLE, and pick it up completely Dead. That’s MY fault?!”

Manager: “…it had water damage, computers die. Not our fault.”

In Summary:

What was once a company that offered luxury products at luxury prices, now only retains the luxury prices. They simply want you to buy an overpriced $3,500 laptop that cannot be upgraded or even have the battery replaced. How environmentally friendly is it to throw out an entire computer when all it needs is a battery replacement? Not possible with everything glued and soldered in to a machine that will only have you in their store with them telling you “It’s dead, buy a new one.” No more “luxury” specs, features, and most importantly, customer service.

STAY AWAY FROM THIS UNETHICAL STORE!!!

They will break your devices and...

A month ago, I had a very frustrating experience with the store manager at the Apple Store in Boulder, Colorado. Not only was I disappointed that my iPhone stopped working properly, I was outraged that the Apple Store refused to fix or replace it without charging hundreds of dollars, even if the problem was a manufacturing defect.

My iPhone 4S was working fine until I updated to iOS6 operating system. Then afterward Wi-Fi connectivity became inconsistent. Sometimes the Wi-Fi option is greyed out; sometimes it connects but cannot transmit data; then spontaneously, it would start working again. Then iTune prompted another software update, which crashed the phone and disabled all the app icons. And since Wi-Fi option was still greyed out, I could not reinstall the apps. I researched on the Apple website forum and found many similar complaints about “greyed out” Wi-Fi.

When I arrived at the Apple Store, a technician told me that the phone needs to be replaced, because the problem is with both the software and the antenna in the hardware. Then he checked that my 1-year warranty has expired 4 days ago, and he said they cannot fix or replace any iPhone that is out of warranty, “no matter if it expired two minutes ago or two months ago”. And because there is no documentation with Apple Care or any Apple Store that I have had this problem before my warranty expired 4 days ago, there is nothing they could do about it.

I asked to speak with the store manager, he assured me that only a small group of iPhone 4S users have had this problem, and that his own personal iPhone 4S is working just fine (Good for him, I was thinking.) He said I have two options, either just “stuck it out” and keep using the phone without Wi-Fi, or pay the $199 fee to replace with another iPhone 4S. I still have one year left on my cell phone contract with Verizon, and it does not make sense to pay $199 for another iPhone 4S that may or may not have the same issue, while a newer model iPhone5 is already out. I even asked to get a replacement with an older model, like the iPhone4, and he said it is not allowed.

The store manager said if they replace my phone, then they would be “setting up a negative example” for other customers whose phones have defects and want a replacement. I said if Apple knows of the problem with iOS6, then it is their responsibility to replace the phone. While he admitted it was a manufacturing defect triggered by iOS6, he said that every software update comes with a disclaimer and “you agreed to take the risk when you clicked on the software update”, and the issue is that I fail to report it to Apple before the warranty expired.

So while standing in front of the Apple Store at the mall, I dialed Apple Care and talked for half an hour. The representative on the phone, Chris, was helpful and not at all reprimanding about why I didn’t report the problem before the warranty expired. He agreed it is a manufacturing defect not by the fault of consumer. He gave me the option of exchanging the phone for a new one through UPS for free, and the new phone will have a 90-day warranty.

I have lost my confidence in iPhones, and I am afraid to do anymore software update, in case it will cause new issues. Gone is the era that Apple products are supposed to work and be reliable. My next phone will not be an...

John, one of two store managers, is intimidating and condescending. He implied, despite the records on file (see below) that my phone problems were all in my head. First he insinuated that my phone case was the problem. Then slipped the case off the phone showing me the phone was on Silent. I believe in the process of pulling the case off he intentionally turned the phone to Silent. A cheap “magic trick” of sorts. Then he said it was too noisy in the store to hear most pings, dings and rings on any type of phone. I wanted to call him out for his fabrication of the Truth and behavior, in front of 15 employees and 30+ customers. But my morals, values and principles made me refrain. Instead, I write this review to expose him. (Note: He owes me a Big Apology!)

[ History: From Jan 2024-April 2024 the Apple Store on 29th tried to solve my phone problems, no pings, dings or rings 80% of time. And only moderate sound volume. Weekly visits and 4-6 technicians, many 2 or 3 times, could not solve the issues. So in March, Jordon got me a new, free, phone, thinking that would solve the problem. But the same problems persisted. Nate, the technician, whispered to me in April 2024 that I should call the Apple 800 phone number and talk to a Sr Advisor, for solving my problems. (Note: Each visit to the store created a new case # in my file with associated notes.) From April 2024 to date, Feb 2025, I have been working with Sr Advisors. I have been through 6-7 advisors. My problems have been elevated to Engineers 5-7 times. Calls and attempts to resolve my problems are almost weekly. (Note: Each call creates a new case # and additional notes.) Apple Inc gave me a new, free, phone in Oct- Nov 2024. Hoping that would solve my problems. But it did not. In mid December, Engineering told my current Sr Advisors Amanda, that “my new phone under warranty had problems that they could not fix”. On Dec 20, 2025, I decide I would buy a Apple 15 out at my own cost, $800.00. Hoping that a different model phone would resolve my problems that were occur with my Apple SE phone(s). But still problems existing. And no one knows why?! Amahd ran a ph update on my phone this weekend. Amahd schedule me to meet with an Apple tech next weekend, Feb 20, 2025 at Best Buy. (Best Buy is instructed to create a second id set up to solve my problem.) So I don’t have to incur the rathe of John, again. (Note: Amahd filed a formal complaint against John on my behalf. As well as a second Sr Advisors, 2 weeks ago.) (Note, have spent over 20 hrs at the Apple Store in Boulder. And 100 hrs with Sr Advisors. And still no progress, improvements...