Apple The Fashion Mall at Keystone — Attraction in Indianapolis

BEWARE!!! This Apple Store location has completely scammed me out of a functioning and working iPhone 14 Pro. After researching online, OTHERS HAVE HAD THE SAME ISSUE!

I visited the Apple Store on May 27, 2023 with an iPhone 14 Pro that had cosmetic damage to the back glass and camera lenses. At the time, the phone was fully functioning with a cellular plan that was active. Being an AppleCare+ subscriber, I was informed that I was not eligible for a "replacement," but instead they would repair the device by essentially removing the front display on my phone and adding it to a refurbished device (meaning I had all "different" internal components). The back and cameras would be from a different device. They prompted me to back-up my data on my iCloud before the repair process so I do not lose any information. I tried to warn them that transferring my cellular data plan would be a hassle, as I would need to do that beforehand. The Apple Agents (Julio was one of them) took my device and walked away, telling me to come back in 2 hours.

I come back to pick up my "repaired" device 2 hours later. Essentially, I have a new iPhone 14 Pro with a different IMEI number, serial number, EID number, etc. The first thing I do is attempt to sign into my Apple ID account to restore my data. Nope. The Apple ID system requires a 2-factor authentication code texted to my phone number. Clearly, I do not have access to that. Now I've lost every photo, message, and memory on that account. I attempt to call my phone carrier company (Straight Talk) and have them link my cellular plan to my IMEI2 number (eSIM, a digital SIM card) which they are unable to do. Keep in mind, this company had no issue linking my plan to my previous iPhone 14 Pro (with an eSIM). The phone carrier company has informed me that they activate iPhones with eSIMS all the time without an issue, however, my current device is unable to be activated for some reason, which could very well be due to a manufacturing issue. The company advised me to replace this phone with Apple. The phone carrier company cannot even port my phone number to a different carrier due to sending an authentication code to my old phone number (to generate a Transfer PIN) that Apple has now robbed me of my access to!

I now have a very expensive iPod, essentially. I live over an hour from this Apple Store and made the drive (again) to speak to a Genius Bar agent about possible solutions. They attempted to call my phone carrier company on my behalf but had no luck troubleshooting the device. They ran diagnostics that allegedly shows the phone's hardware is in perfect condition (even though this is a cellular network issue, indicating it's something internal). Apple has explained to me they only replace iPhones through AppleCare+ with REFURBISHED phone(s)/part(s), therefore it could be a used device or an eSIM that was previously linked to a different carrier (by somebody else). I walked into the Apple Store with a fully functioning device and left the store (in the same day) with a useless brick of a phone, basically just spare parts because the eSIM has an issue and is unable to be activated.

Notice how when they replace or repair your devices, you are required to sign a waiver stating that Apple is not responsible for any data loss on your device? This is why. They are essentially robbing you of functionality and refusing to make amends. So even though I have AppleCare+ which covers replacements, I now have to exchange this iPhone 14 Pro for a different device, brand-new and unopened from the box, using trade-in credit, therefore I'll be expected to pay at least $500-$600 out of pocket to make this right. It's all a scam to get you to...

From the get go I was concerned about the process of going to the Apple Store because it is so large, there are so many people and it is so loud. But when most of the year they do the third largest amount of sales and customer care in the world it's expected, right? I had went in to the store because the night prior my dog had chewed my phone and killed the display and all touch functions. Upon arrival I had to stand in line for just a few minutes which I'm impressed with due to the amount of people in line as well as in the store. I think a thorough check in is needed so that way the associate is already aware of the situation before they even approach you. I will forever be thankful for the diligence of the two techs who helped me today for my first two hours of being at the store. Due to the fact that Sprint had messed up my apple account when switching to the 7 I had forgot my Apple ID password. Well all apple gurus know that to change your password you have to send a text to where else other than your phone. To the gentleman who finally figured it out, I am nothing short of impressed. We attempted hooking it up to a monitor, we tried voice command. We even called apple support and nothing. Eventually he was smart enough to think to initiate a phone call with the code from my iPad. After that smooth sailing! Or so I thought. I was told they would push my device to the front for repair due to my already 2 hour wait. I came back at 6:30 and it still wasn't done. By 7pm I was incredibly frustrated seeing as I had been dealing with this for now four hours. They then tell me after i found another tech that it was finished. But come to find out that they kept receiving error messages and that it could not be fixed and they would be replacing my phone. Normally I would be all for that but my phone is actually autographed and I didn't want to lose it. She then takes my phone to the back again and 10 minutes later I had my phone working perfectly fine and fixed. As she is explaining what happened to me she also told me that for so many inconveniences that apple would be waiving the fee for having my screen replaced. That was above my expectations of being taken care of but for a total of 5 hours in the store it was much appreciated.

My only advice to you is to make sure people are introducing themselves to the customers. Through this whole experience I only was told someone's name twice (I dealt with 9 people.) I would have loved to mention by name the two gentleman who helped me on the beginning and to the lady upon picking up my device. Even though it was a long and frustrating 5 hours, I am overall pleased with my experience. The level of multitasking in this store is phenomenal. I also greatly appreciated people coming up to me and asking how I was doing while the person I was with walked away because they had seen I had been...

Its too bad I can't leave a 0 Star review. Absolute Fraud! I brought in my daughters iPhone 6s twice. First time they said after 30 minutes we need a receipt , or apple ID to show it is your phone to finish diagnosing. I had both kids with me, now they make me look like a criminal, in front of the kids...horrible. I show them my AT&T account, didn't have the receipt handy...They should have told me when I made the appointment I may need it- DUH. They said it looks like a hardware issue but we need to know it is your phone to check further. Very disappointed we came home, looked for the receipt, I had the apple ID at home. Contacted customer support online, no help. at all. Said I need to go back to the store...Trip # 2, new appointment, I'm prepared to show it is my phone. I didn't run down the story to this clerk. He hooks it up to the computer and tells me it is a "Hardware Issue" for $299 we will replace it with a similar iPhone 6s....Funny not a word about proving it is mine, I guess I didn't look like a criminal this day....haha. He says to my daughter and I no way to repair it, it would be best to exchange it. I could have handed over the debit card and said ok, because my daughter was definitely the sad one...but I resisted and said no. She doesn't use the phone much, it isn't damaged this doesn't add up!. We left the store, she's mad, I'm disappointed in the waste of time...what about needing to show I bought it.... I called AT&T, they wouldn't help much. Just advised checking Amazon if I was comfortable with that to buy another.. Something still told me it wasn't Broken.... I live in Indianapolis, IN. Did a search for a repair shop with good reviews near by. Found Indy Cellular - Absolutely Amazing!!! I called explained the issue and he said bring it by for $25 he would open it up and check. Can you believe for $25 he fixed it? No hardware issue, APPLE LIED, Just a Battery issue. He took out my battery with a special charger brought it back to life. Recharged it , back together it works fine. I have to say I would NEVER TRUST APPLE. For $299, they would have taken my GOOD phone , resold it for $500, Charged me $299 to "Swap". It is Unethical to LIE to Customers! I will never Buy APPLE AGAIN!!!! Incase Apple is checking- you could do Far batter by treating Customers the way you want to be Treated!!!! #0 STARS...