Apple Friendly Center — Attraction in Greensboro

I do not even know what words to use to describe the customer service that I just received at the Apple Friendly Center store primarily from Michael, however the rest of the staff wasn’t helpful, wasn’t friendly, and didn’t acknowledge, greet, or make eye contact with most of the people who were waiting. I arrived at 5:55pm requesting assistance with my phone because I changed the passcode and couldn’t remember the new one. I had to keep my phone on in order for it not to lock because I didn’t want to be locked out of it. When I arrived, Michael took my information and said that an appointment was made and told me to have a seat on the bench. I apologize for not knowing that it would be over an hour, and no one would even acknowledge my presence as I sat there patiently waiting to be helped. By 7:00pm when I was still waiting to be seen and me and other customers thought that people were cutting the line, one lady even going as far as moving with the worker sliding down the length of the table trying to be seen by him for help thought the exact same thing, as well as the patron sitting behind me. At 7:15pm when Michael was assisting another customer, he made the statement that “it is impossible for someone to skip the line.” When I asked how many more people were in front of me, he advised that there were 3 other customers in front of me, then stated that appointments were seen first, then walk-ins and that the staff that left when myself and the other customers who were waiting at the table prompted him to come to the back to assist. I stated that it would be helpful if that was explained when I first checked in, and he then looked at me and stated, “It’s not like you have somewhere else to be right?” very sarcastically and laughed. I didn’t have anywhere else to be, however, I worked over 60 hours this week already and I expected better customer service and not the ignorance that he displayed. He then looked at my phone at 7:20pm, told me that the VPN was the issue when it wasn’t and then told me that he couldn’t help and offered me a number to call after asking if I had a laptop at home more than once. I had a laptop in my car, that is why it is now 7:43 pm and I am sitting in a parking lot typing this complaint and the last passcode attempt has now locked my device for 180 minutes. So, I waited over an hour to be treated poorly, overlooked, insulted, and in the end not assisted at all. I guess my appearance made him feel comfortable implying the things he did so rudely, however, because I treat everyone with dignity and respect in my daytime role as an Implementation Consultant as well as my second job where I complete Amazon deliveries since I have a kid in college, I was surprised at how rude he was willing to be instead of helping me. I asked if his comments were because I implied someone skipped the line? I haven’t been to an Apple store in years and was not familiar with the protocol that he didn’t even attempt to explain to me or the other confused patrons who were waiting for assistance, but I guess because I didn’t look like I make over 6 figures a year on this Friday evening I deserved to be talked to and treated in this manner. I don’t know, I treat everyone, and I do mean everyone from the homeless people I help to the C-Suite Executives I sit with in meetings with the highest respect no matter what the situation. Jon gets honorable mention for completely overlooking me and the other 2 customers who were waiting, then disappearing to the back of the store and not returning until a customer with an appointment came in. As well as the 2 young men who left and never returned while we sat at the table looking around hoping someone appeared eventually. I still don’t know how to exactly describe this experience, it could have been demeaning to some, considered inappropriate to most, horribly disgusting comes to...

With the exception of wait times my experiences have always been positive. In my previous visits the staff was courteous, knowledgeable and helpful. This visit was the polar opposite. Full disclosure it was 7:30 when I got there. Yes I know they close at 8. I was fairly certain I didn’t have enough time to actually buy a new phone. So I really just wanted to look at the current iPhones so I could make an informed choice. The guy (his name is Darenta) who greeted me at the door asked what I was looking for. I said upgrading my phone. He said “ are you trading one in tonight ?” I said “potentially”. His response- “ It’s 7:30. We close at 8. You’ll have to make an appointment for tomorrow”. Like I said, I knew I didn’t have enough time to buy a new phone tonight. But the attitude prompted me to ask “Are you telling me we can’t complete this transaction in 30 minutes?” Then I got the song and dance. I said I was unavailable tomorrow. So I really just need to look at a couple of phones in see the difference between them. Can you help me with that? He asked me what I wanted to know. I told him I would like to know the difference between the 13 and 14. He asked me the same question. I repeated myself. His answer was incorrect. Then I asked about the 14s. He asked me what color I wanted. I told him that really wasn’t important. I just wanted to know the difference between them. He asked what color I wanted. Again. Seriously?! I repeated myself His response didn’t make any sense. I actually had to say there are 3 different models. What’s the difference between the 3 ? He kept looking toward the back of the store and fidgeting etc. Clearly not interested in answering any questions. So I asked if I was keeping him from something. He said “oh,no. I just need to watch the door. “. Obvious lie. If that were true he wouldn’t have been looking toward the back of the store. He then attempts to answer the question. During his bumbling attempt to explain the difference another associate interrupts us. 3 separate times. With the 3rd resulting in Darenta walking away with him. No explanation. Just walked off. The other associate walked up and started talking to Darenta like they were the only 2 people in the store. Not once did either of them say excuse me or I’m sorry for the interruption. Zero manners. At some point during one of the interruptions, I was able to compare the 3 models on one of the demo phones. Again the minimal information Darenta provided was incorrect. Although his behavior was completely unacceptable, by anyone’s standard I really didn’t care that he walked away. He was not helpful in the slightest. Apparently his knowledge begins and ends with the phone color. As I was getting ready to leave, I asked a different associate what his name was. That associate said to me “what is this pertaining to?” I’m thinking to myself what difference does it make? And it’s actually none of your business. But I did not say that. Instead I said. “ I’m getting ready to leave. He helped me earlier and he’s busy right now. I don’t want to interrupt him. Bottom line: at the end of the day everyone working there appeared to be new. The 3 associates I encountered were rude. My grammar is certainly less than perfect. However, at the very least I expect an Apple Store associate to have an elementary school level skill set ...

I went in the store the Thursday before July 4th to bring in my phone that needed to have the front screen that needs to be replaced. Expectedly, I had to wait an hour and fifteen minutes to see a genius. When I go to the genius bar, I began the process of resetting my phone so it could be sent off to get repaired. (I forgot to mention that I have a basic Iphone 6) During this process, I receive my loaner phone. I was assured that I would have no issues with the phone and that it would behave just as my other phone did. Within AN HOUR of having the phone, I began having issues. It refused to send texts, make calls, or connect to wifi. Whenever I would try to make calls or send texts, it would lock up. After an hour and a half of this, the phone completely shut down (with 54% battery life) and refused to turn on. No amount of connecting it to power or anything would turn it on. When it finally turned on 4 HOURS later, the phone had automatically reset itself. I called the store immediately that night and told them my issues. I was told to come back to the store the next day, and I said that I was unable to because I lived 45 minutes from there and was going on vacation for the 4th of July. I was told with a cool tone, "Well I don't have any other options for you, ma'am." SINCE THURSDAY, I've had to reset my phone to factory settings THIRTEEN times. In addition to that, my phone BY ITSELF reset itself 5 times. I cannot connect to the internet. I cannot take calls. I cannot send texts. I have two small children, and it is crucial that I'm able to be contacted incase of an emergency. My son's first birthday was this weekend, and I was unable to get any pictures because of the stupid malfunctioning phone. I couldn't even restore my last backup because the phone would reset itself every time. The last 4 resets, I've had to set up the phone as a new phone, leaving me with NO CONTACT INFORMATION FOR ANYONE, virtually rendering the phone useless. It's not even so much about not having acces to internet. I was told this was agood phone where I shouldn't have any issues. I was told that it would act the same as my original. I wasn't even told this was a second hand phone ( That I'm now finding out thanks to customer service) that the genius so kindly forgot to tell me. I'm angry. I'm hurt. I've been lied to. And most importantly, I've missed out on my sons very first birthday pictuers. I now have an extremely bad taste in my mouth with Apple. And this particular store. I know thatn ot every store and associate is like this. Maybe if the particular genius wasnt so obsessed with getting a sprite from her associate, and took the time to make sure my phone wasn't CRAP, then all this could of been avoided. I'm not on the phone with customer service for half and hour and they're doing all they can do, so kudos to them. GO TO...