Apple Polaris Fashion Place — Attraction in Columbus

0/5 stars for the Polaris Mall location 5/5 stars for the Apple customer care

Very incompetent staff regarding my recent visit. I recently schedule an appointment for Sunday at 1:45. I arrived to the store around 1:30 and checked in ASAP. Well at least I thought I did. I was informed to go back to the genius last bar and wait.

Well after sitting in the back for about 15 mins I began to think “I just be waiting until my scheduled appointment” after another 15 mins go by I look around and spot someone who looks like they work there. I asked if they did and if they could see what the hold up was.

The associate I talked to asked my name and states “oh it looks like you weren’t checked in, let me get you checked in” a minute later another associate comes out and starts his process. I explained to him I was scheduled to get a battery replaced in my iPhone X.

I was prepared to pay for the replacement and then wait/walk around the mall. Unfortunately this isn’t what happened. The so called genius explains “we are out of batteries” but we can order one and reschedule you. What?!?!? Reschedule me? I purposely made an appointment to come in on Sunday at 1:45 2 days prior and now you’re telling me you’re out of batteries. WTF, ( by the way they don’t hearing the actual words ) the butt hurt associate keeps explaining how if I continue to cuss he will kick of me out the store. Well then, go get your god damn manager!

After about 5 mins of what I’m guessing this not so genius who’s mangina is now shriveled up to his tonsils, finished his sob story to his manger finally comes out. We’re sorry but we don’t have the battery but we can order it and have you come back. I kept explained the whole process of having an appointment and how this whole process is dysfunctional.

She proceeded to bury herself more and more as she continued to show her scripted empathy. “ we can’t control people who happen to come in and need replacements” I completely understand you can’t control others. But what you can control is your inventory and the customers who take the time to make appointments. A notification would have been wonderful, getting me checked in correctly the first time would have been great as well.

Well now after about being in the store now for about 45 mins. “What are we going to do about this?” “We can order a battery and you can comeback anytime to get it replaced no appointment necessary” she said. What? No appointment necessary!? Then why did I make one to begin with? What about my time that I took out of my day to get this taken care of? (Look of confusion on her face) I’d like to know what you are going to do about this, and know who is going to be accountable for this.

The woman explained its going to be up to the manager on duty that day?!? What? The manager on duty? What about yourself are you going to be here next Sunday? No she said. Well who’s the manager in-charge next Sunday. “I can’t give out that information” you’ve got to be kidding me. So all I have now is a bunch of empty promises with no body to hold accountable for this. Fine, write it up I’ll be back next Sunday.

On my way out I decide to call Apple and file a complaint and explained the situation. The first care associate took down all the notes and had to transfer me to a senior care associate (I am not to pleased about this) This senior care associate preceded to see what could be done about this and asked me some questions and contacted the store.

Needless to say after about 3 hours of being in the retail store and on the phone. I have someone who is willing to be held accountable for what happened and provided me with an acceptable solution.

Thank you customer care

tl:dr The apple store appointment system is a joke! Customer care accepted responsibility of the incompetent staff at the retail location and provided me with a solution.

Update. Went to get my battery installed on 9/7 and the retail store was just as disappointing as before. I don’t understand why they can’t be accountable as phone support. This store is a...

Apple has great customer support and I sincerely appreciate the brick and mortar store. Unfortunately my experience was less than pleasant. It started when I woke up and my Iphone 7 did not have service, it just displayed searching in the top left hand corner. I went to the Verizon retail store (in Dublin, Ohio) where they changed the sim card and did other troubleshooting. The new sim card did not correct the issue. While at the Verizon store I connected to the wifi and leveraged the Apple support app, the online tech performed a diagnostic but could find no issues with the phone and recommended that I go to a Apple store for further assistance. I headed to the Apple store (Polaris Mall, Columbus Ohio) where I was greeted by pleasant people who assigned me a waiting time and a place to sit. approx. 30 mins later I met Matt. Matt was pleasant and introduced himself. He performed some quick diagnostics and told me my$769 Iphone 7 that I have owned and babied for 1 year and 86 days had experienced an internal firmware defect and my phone would no longer be able to make calls, and that I should just upgrade or replace it at a cost to me. While he explained it, it was like someone was robbing me and there was nothing I could do to stop it. Internally I became very defensive and wanted to yell at this guy, but I restrained myself, restated the lack of solutions in its entirety and asked if there were any other options. I attempted to win him to my way of thinking through an analogy, I asked him: "If your car broke after a year and 86 days and you brought it to the dealership and if it was determined it was a defect with the product not caused by owner, and most likely a mistake in engineering or manufacturing, the dealer would fix it." He agreed with my logic, however he told me that it would be unfair to the people that had purchased Applecare if he helped me. This made me want to explode inside... Applecare is intended to cover careless mistakes that the customer make example:a cracked screen or water damage. My phone is babied and looked mint condition. I explained this, but it was obvious Matt was not going to change his mind on swapping my phone. This drove me crazy internally, even though I own 5 Apple TVs, 2 personal Iphones, A work Iphone with Honda, and as a small business owner on the side we use Apple computers and 4 Iphones... all this and this one terrible experience with Matt made me want to trade in my all my Apple products for an alternate. One of the richest companies in the world (Apple) could not swap my phone for a replacement, even if it were refurbished. It would have probably cost Apple 20$ to do the swap but instead Matt put a bad taste in my mouth about your products, and I will share this bad experience with friends and family and the internet. I am so disappointed with Apple and how poorly Matt handled this situation. I politely left the Apple store in disgust. To be honest, this is not Matt's fault, attitude reflects leadership, he could have handled this situation in a myriad of different ways, but he didn't... he just gave me the cold shoulder that equated to: that we don't care about out customers, you should have bought insurance to cover Apple's Mfg. or Eng. mistakes. If I were to place blame, it would fall on the senior mgmt of that store for not empowering their team with the tools for success. Brand loyalty and word of mouth are powerful tools and such as simple swap due to a mfg. or eng. issue would have allowed Apple to save face but Matt and your...

I have been to the apple store 4 times this week. I bought the new I Mac book pro, and some accessories. The first sales representative sold me on some items then turn around and gave me something else saying that’s all they had in stock you’ll have to take this along with the wrong software I was wanting. After going to Micro Center and they told me differently plus had the items that I really wanted. I bought those items one back to the Apple store returned the wrong software and the adapters that were sold to me. Most of the representatives were good at what they do, but want to comes to business there seems to be only two guys that you can deal with. I’ve talked to Allen a couple times and I would love to work with him because I feel he has the best knowledge. It didn’t work out that way. Today was the last day went back in to try to get the program downloaded and installed correctly. The associate that I dealt with told me we don’t do that kind of thing. But Allen tells me to bring stuff in you’ll be there for me. It just so happened he was off that day . So this associate she went over some things and supposedly did the download and said you’ll be good and walked off. And our past I never saw het again. I finally asked somebody else what’s going on I just been left here high and dry. They told me she’ll be out in a minute. Another 45 minutes go by. I go to the guy at the door and told him what was going on. He pointed out a person bald guy with the beard. He is the genius bar manager he told me go tell him and explain to him what’s going on he will take care of you. When I get one he is the genius bar manager he told me go tell him and explain to him what’s going on he will take care of you. When i walked up to talk to him he shot off a different direction after looking me in the eye. Then from there he went to the back room I waited at the door from the back room. Another associate asked me if I needed help I explain to her what I was going through and what I was told. She told me she would get in and we get this figured out. This guy comes bombing through the door almost yelling telling me There has been some miscommunication. He said you were told to see a manager anybody can be a manager there’s a guy right here he’s a manager he’s a better manager than me deal with him I’m going to lunch. That was the most unprofessional person I’ve ever met in my life and if he is a manager he shouldn’t be. With that kind attitude he shouldn’t be working with customers period. Another guy there help me get through last but I was trying to get through. Though I still have other things that Allen and I were talking about heaven for bid if I bring that up. That was the most unpleasant experience ever. That makes me wish I did not have any Apple products whatsoever. I’m just glad I was able to keep my cool. Customer Care here at Polaris fashion mall it’s hit and miss I wish you luck may you have a better...