Apple Freehold Raceway Mall — Attraction in Freehold Township

My iPhone XR (under a yr. old) started having issues with version 13.2.1 with overall performance, e.g. emails not working and out of nowhere would say there’s errors with the emails accounts when I hadn’t changed anything, sometimes it wouldn’t ring or even show notifications, if I did get a phone call, It wouldn’t show that there was a VM left until anywhere from 5-7 mins after the call, (they were also very short VM’s) Sometimes I would try to open something and be stuck with a white screen and I know I’m forgetting more issues.

So when I saw the newer update for 13.2.2 I was hoping some things would act normal but it really didn’t and tthen version 13.2.3 came out and I didn’t want to update but forgot I still had it set to auto update.

Things just got worse and that’s when I made an appt. to have one of the APPLE techs fix it. I tried to backup my phone (another issue) a day prior to the appt. Well I started it @ 9pm and it would run for 2 hours and pop up with errors as you can see with attached photos. I tried to get the backup to work up until 2:30AM and still NO luck from that night.

I even bring in my computer to show them that it did NOT backup last night but the guy is INSISTING it did cuz it showed up on the little computer or whatever he was using to check and I’m telling him to look at MY last backup on MY computer and how it shows THERE IS NO BACKUP SINCE APRIL but what do I know 🙄 So next move he wanted to do was wipe the phone clean and start like it’s a new one and use the restore from the nights before date which was NOT there as I had said for the 4th time)

So now he has to stop in the middle of all of this confusion cuz he HAD to take lunch !? and another guy was supposed to come over after he filled him in. Well 20 mins go by and NO sign of anyone coming to help. Finally someone comes to “help” and has no idea wth was going on with anything and he’s kinda trouble shooting things that don’t matter since there was no restore from the NIGHT BEFORE!

So now I’m stuck with an even crappier working iPOS that is now void of a LOT of pertinent information I had acquired since my last backup which was from April so it’s alllllllll GONE and their only solution was to tell me to try an old iPhone or iPad to see if they reflect the one that insisted ‘restore from’ the night before my appt.

The phone was already 1k, which I personally think is just complete greed on Apples part and then to have that 1k phone not operate how it’s supposed to is just infuriating. ... Especially since I told them it DID NOT COMPLETE THE BACKUP ON...

WORST CUSTOMER SERVICE AT THIS STORE. DO NOT BUY HERE!!! Directed to the Apple store in Freehold by Apple support. Apple support checked and store is one that does repairs. Drove in the monsoonal rain an hour to get to store on Thursday Aug 11 arrived at 3:13 pm for a 3:20 appointment. Checked in, told to go the the" second table" At least 6 apple representatives standing around because no one was shopping due to the monsoonal rains. Wait at table for a good 15 minutes while reps stand around, I start to leave when a rep finally comes over. Explain my watch is cracked and that I was told by Apple support to go to store since I have Apple Care. Rep says "we don't do repairs here , call Apple support" Patiently re-explain Apple support sent me in fact they made the appointment for me , rep then grabs my phone out of my hand, asks me to "open phone." Phone was already open and she proceeds to download apple support app without my permission. I yell, " hey what are you doing" which prompts the "supervisor" who claimed he worked there 7 years as a "supervisor" ( which was an outright lie because we bought 8 I Phones there as gifts 5 months ago and he was NOT the supervisor there at the time) "Supervisor" says for $69 + tax I can " guarantee watch will be delivered FEDEX tomorrow Friday since it is before 5 pm and the phone is going out from Pennsylvania" Check this morning on computer phone order not shipped yesterday or this morning. Called Apple support and they look up order which btw doesn't show up on app she downloaded. Support tells me the wrong Iwatch replacement was ordered based on my serial number for replacement and that it had not shipped yet. Tried to cancel order with Support since obviously it is the incorrect IWatch and will not be overnight but Apple support says can not cancel. Watch scheduled to be delivered TUESDAY which 4 days later is definitely not overnight. Will refuse order and will report to the Better Business. Also sent complaint to Apple...

Very difficult to deal with during this COVID-19 pandemic. Between being on the phone with Apple, and visiting the store twice, because they didn’t have stock, I spent over 12 hours trying to correct a problem with my iPad and buy a new phone. What a nightmare! When I finally received assistance from a person who understood, I received fantastic service! Do we have to go through all of that just to receive good customer service? I don’t think so. I truly believe they were more interested in having 25% of people spend their money in the store and pushing them out the door, then helping the people that needed help. Extremely disappointed, but I am happy I love my new iPhone and iPad. I just wish I didn’t have to go through the nightmare.

One year later 4/7/21: Two phone calls to AppleCare. I was told I have to drive 45 minutes to the Apple Store to get a new phone. Once I talked with a genius technician, he thought it was the software that had issues. He read the notes, but disagreed. I asked for a manager, and we did find out it was the hardware. After changing over my Sim card to a new iPhone, a diagnostic test was performed. Everything was fine in the new phone. It took three hours to figure this out. I don’t understand why they leave notes and nobody reads them or agrees with him? This just wasted my time and more if you include the phone calls. Additionally, why is there ONLY one Apple store in all of Monmouth County? Why does it have to take three hours? I love Apple phones, but I cannot understand how they treat their customers. Apple does NOT know anything about people with disabilities. They don’t know how to explain things, have patience and offer assistance, and go out of their way to help people with disabilities. Extremely frustrated and disappointed. I wish I didn’t love the iPhone so much! I would absolutely change phones...