Apple University Park Village — Attraction in Fort Worth

So I normally don’t take the time to write reviews but I want to do so to help anyone who feels frustrated and lost seeking help at this location. In this review I will include names of employees who are unhelpful, argumentative, or just lack general customer service, along with the employees who provide EXCELLENT customer service and were able to help me efficiently, calmly, and kindly. In my last 2 visits I have had a total of 8 people help me, I was able to document 6 of their names for this review. Let’s start off with who to seek if you’ve had a bad experience: Leaders: Victor - he is the kindest manager I have ever met! He’s patient, informative, empathic and you can truly tell he cares. If you ever need help seek him out he will take care of you. I did have one other leader help me that was just as amazing I think his name was Kenny but I’m not sure. I do remember that he has a charizard pin on his baseball hat though. These two will take care of you if they are present!! Regular technicians that helped me that were efficient: Shannon and Chantel Now let’s get down to the gritty. Leaders to stay away from: Devin Devin helped me my second visit, he seemed annoyed, condescending, and kept interrupting me when trying to explain why I was back and what happened my last visit. Technicians to stay away from: Monty - this technician flat out argued with me about everything saying phrases such as “that doesn’t make sense” and “T-Mobile are a bunch of idiots” provided no explanation of what was happening with my phone and kept throwing my phone around roughly on the table. When I asked for someone else to help me he angrily got up and stood in the corner without actually getting anyone else to help me. The cherry on top was when I went to the bathroom and he was standing by the door I was trying to pull it open but didn’t realize it was a push, of course he was standing near by and snarkily yelled out “PUSH” when I turned around and asked for his name he informed me of it but then asked me why I asked for it as I continued to walk down the hallway - of course I ignored him. This tech said he has been in the field for 15 years and it shows he has a horrible attitude and no customer service - He might do best in the back away from people. Robert: this technician did not help me with my phone after picking it up, told me to move out of my seat so he could help someone else, and told me to go to T-Mobile for an issue that apple could of helped me with (this was confirmed by management and wasn’t a big deal but resulted in them sending me back to apple anyways) he also gave me instructions to the nearest T-Mobile by simply saying “go north straight” he wouldn’t even show me on his iPad I had to ask for more detailed instructions and ask for him to pull it up on a map and show me. I would notate my whole experience but I’m running out characters. Victor pretty much helped me avoid my phone being out of service for the next 24 hours. The technicians who made it difficult really need to evaluate wether or not they are working for the right company. Apple is known for being an accommodating, professional company and I would expect great service considering how much we pay for our products. I only hope people can use this guide to prevent future issues and experiences...

If you need to go to get your phone fixed, don't take it to this store. Especially if you have Tik Tok on your phone. They'll keep your phone and give you a new phone under the impression it's your old phone. Basically, they took my phone and wiped it clean of this app feature. All other apps were back on my 'OLD' phone. But my phone was a little scratched at the top and also at the bottom. Nothing major. But they kept my phone and APPLE lied telling me they replaced my phone and gave my old phone. I know I didn't get my phone when I got it back. It's a brand new phone. All apps are on this phone except Tik Tok. They probably kept my old phone with TT and are either selling it and lied to me and basically gave me a whole new phone. Let me explain. My phone began getting really hot while I would charge it. Mind you it's 15. Not a pro. Anyway, I'd also get an error saying SIM FAILURE and the phone would go to SOS and I'd lose 5G. After realizing it wasn't a carrier issue but instead an actual issue and under Apple Care, had to schedule an appointment. Took it to this Apple Store. After realizing they didn't have 'the part' to my phone I had to wait a couple days. I go back once the part arrived. Hand them my phone (with TT still on there). After four hours they give me back a phone that is brand new. This isn't my phone. I tell the agent at the Apple Store, who then tells me they had to remove my "phone's guts" but it's my phone. Even though this phone only had internal issues, they replaced everything outside and in the phone. They made me sign a form stating the phone was returned. I get back home, all seems fine. Look for the app. It's gone. I call the Apple number and ask why was I given this new phone and my app has been removed? After a long pause and wait, the representative had to get confirmation from her manager. Due to the Presidency and the ban on TT they had to remove it and now I can't download the app. There isn't anything I can do. Again, what do you do? Almost a week goes by and guess what? I get a text from my carrier thanking me for doing business with them and Congratulations on my new phone. Make it make sense? So I say this to say, this Apple Store took my old phone with TT. Got me a new phone, lied and told me it was my original phone. I look at my cell phone bill and sure enough. It says Trade in equipment. For all I know, they took my old phone with TT and sold it online for who knows what amount. This store lied, took my old phone and gave me a new phone. Do NOT go to this store. Do NOT continue believing Apple and all its disclaimers and protocols. If your phone has this issue as mine did and you enjoy ALL your apps whether you are political or not, find another place other than APPLE. They'll take your old phone, sell it and make profit from it and basically lie to you in your in face, stating it's your old phone. Michael Montgomery, I knew this wasn't my phone. EDIT I received from my cell phone carrier a text stating congratulations on my Trade In. Looked on my cell phone bill and sure enough, it...

I never write reviews so this is my first review ever IM SO FRICKEN MAD RIGHT NOW. I went into the Apple Store on the 27th for my iPad that had water damage. The “GENIUS” suggested that I get AppleCare since it was a new iPad and it would be a cheaper price. He told me it would take be 24 to 48 hours until the AppleCare goes through so I can get the discounted price. But when I come in two days later on Thursday, the AppleCare still wasnt showing up. So the other “GENIUS” said that I could either call Support or I could come in another day and I told her I'm OK with coming in another day. It was really busy and I could tell they were backed up at the time so I went out of my way and said I'll come another day. She told me she wanted to make sure everything goes through so this support person was gonna call me to confirm the AppleCare is on their side and if it is, you're all good to go. So I said OK sounds good but then I'm calling the Apple support and I did what the “GENIUS” told me. She said to confirm with them if they see the applecare. And if they did see it she said that I could come literally tomorrow in and out. So I did confirm and they said they see it. So what should’ve happened is what she told me. I shouldve picked up my iPad at a discounted price and be in and out like she said u would. BUT INSTEAD IM OVER HERE WAITING OVER AN HOUR. If she had told me it would take this long that’s one thing. But she told me to call AppleCare and confirm and then I could come in the next day pick up my IPad and be in and out. But when I come in they still don’t see the applecare. LIKE ITS BEEN 3 DAYS. U SAID IT WOILD 1-2 DAYS. And I don’t understand why because I did was I was told to do. I shouldve been in and out LIKE SHE SAID. BUT INSTEAD IM OVER HERE HAVING CALL SUPPORT FOR OVER 40 MINUTES. I had to do all the fixing so they could get a code. Like what? And when it’s been over a hour everything worked. But what makes it even worse is another “GENIUS” He said he was putting in notes for my iPad Which is cool at all. But it’s been a couple minutes. And I’ve been here for over an hour. So I needed to go. So I asked him do you know how much longer. And he said a little more. I could not be here for a little more. I’ve been here for over an hour. Exact time. And what made it worse was him saying we have other customers that we need to help too. That’s just made me so mad because I’ve been over here for an hour and I should’ve just come in and out like I was told. The only guy I mess with was the one that tried to genuinely help me at the beginning. He apologize for the inconvenience and try to help me and we talked about coding. He’s the only one I mess with. Please just don’t tell me I’ll be in and out the next day. When I’m reality I’m over here for over an hour calling support on my own. I’m not trying to mean. Bc ik things happens and we are all human and i tried best to be understanding. And i told the genius I like that’ it’s ok BUT IT GETS TO A POINT WHERE ITS NOT OK. But...