Apple Fashion Place — Attraction in Murray

Last July, I obtained an IPhone 6 from the Apple Store in Fashion Place Mall. This past week, the screen to my phone cracked and so I made an appointment with the Fashion Place Apple store to get the screen replaced. Upon my arrival, I spent half an hour waiting to be seen, before an Apple associated helped me. The associate indicated that I should come back in 90 minutes and I could pick up my phone with the screen replaced.

I came back to the store at the allotted time and the associate came out with my phone and informed me that my phone was a "fake" phone and as such it could not be fixed. I was extremely confused and frustrated by this news as I had obtained the IPhone from that exact store and had never taken it to any other store for any type of repair or maintenance. I started asking this associate a number of questions, but they informed me that their shift was over and that someone else would have to help me.

After another long wait, a senior manager for the store finally came out to talk to me. This senior manager informed me that my phone had a number of third party parts and as such was not an authentic IPhone. He further indicated that they would not be able to service this phone and that it had no trade-in value. He implied to me that I must have taken my phone to a non-authorized dealer to repair my phone at some point during its life.

However, this is simply not true. My phone had never been serviced since the date it was obtained from the Apple Store. Furthermore, our family has never taken any of our Apple products to be worked on by anyone other than authorized Apple dealers. As I explained this to the Senior Manager of the store he told me that what I was telling him was impossible and I must have made a mistake. In essence he was calling me a liar and refused to admit that his store or his company could have possible made a mistake.

I continued to express my frustration with the situation, because now, because of a fault by the Apple Store (either a shortcut in their system checks before giving out a phone, or due to a dishonest employee), I am left with a "fake" Apple phone that they gave me and are now telling me cannot be fixed and has not trade-in value. After I could tell discussion with the senior manger was going nowhere, I requested to talk to the next line of customer service. He then referred me to a call in service at the Corporate Offices so that I could explain the situation to them. I thought that this Store Manager was being very unreasonable and surely if I explained what happened to someone at the Apple Corporate level, they could help resolve my issue in a just and fair manner. The Manager gave us a number for Apple's executive customer service team.

We then proceeded to call the Apple Executive Customer Service team on multiple occasions to explain our situation to them. The member of this team who we worked with continued to say taglines such as "I understand that this must be frustrating to you..."; however, he did nothing to resolve the situation or to try and correct the situation that had happened to us. After a number of frustrating phone calls with this customer service representative, we were told that there was nothing that they could do for us.

Throughout this process, we were talked down to, indirectly accused of lying to them, and passed off as unimportant time and time again. The company refused to admit any chance of a possibility that they could have messed up and given us a bad phone. After spending hours of time trying to get Apple to do the right thing and correct the fact that they had given us a "fake" IPhone, the company refused to help us out in any way.

This has been the worst customer service experience that we have ever experienced from any company in our lives to-date. Due to this sour experience, our family will not purchase any Apple products in the future. We find the way that this situation was handled was...

I would trade in my beloved iPhone 12 Pro to never have to step foot in an Apple store again TLDR: The security people at the door would not allow me to enter the Apple store for technical support despite having purchased a new phone the day earlier. I was turned away with no functional phone. After picking up my iPhone on Saturday the 24th, I ecstatically unboxed the new phone and began the set up process. Things went smoothly (despite the hour long Android to IOS move) up until I set up my Apple ID on the new device. Saturday evening at about 8:00 PM, I began this process and the screen stayed at something along the lines of “we are setting up your Apple ID, this may take a few minutes…” so I left my phone be and checked up on it a few times before leaving it running on this screen overnight. The next morning this was still running so I restarted the phone and redid my Android to IOS (another hour or so) and then it got stuck on the same screen. Several hours later, I restarted again, this time without the transfer from Android to IOS but this did not work either. Since the City Creek Apple 1 block away was closed on Sundays, I had to drive down 20 minutes to Fashion Place. At the door were 3 security personnel (non-Apple employees) who informed me that I had to make an appointment, scan the QR code for support, or call support. I informed them that this, however, was not possible as I have already activated my phone so my old phone cannot do any of this and since I am stuck on the set up, I cannot actually do anything with the new phone. Furthermore, if I were to go back home and set up an appointment on the computer I would be wasting about another hour of driving back and forth. They still refused to let me in despite the relative emptiness of the store and the visible availability of employees. In previous days (at least at city creek, the two days I had been there) I witnessed walk-ins come by for support with their phones but the security detail said Apple policy had changed this weekend. The only solution offered by one security person was “Have you tried turning it off and on again”. Being a relatively tech savvy person I was eventually able to figure out that I could just skip the step of setting up Apple ID through my settings. But imagine if I picked up this phone on a Sunday and needed it for work on Monday or if I was a person who wasn’t able to figure this out and was stuck without a functional phone until I was able to...

Spent 30 minutes on the phone with tech support, and then wasted time and gas on 2 trips down to the store, and guess what... neither my husband or I have swapped batteries. The whole purpose of driving down to the store the first time was to physically talk to the store (since they refused to talk to me over the phone) and make sure we had a set appointment, there would be batteries reserved for us, and that the appointment was made for a time of day that guaranteed my husband would have his phone back the same day. This is of utmost importance, since he works in the medical field and has to have his phone with him for long stretches of time. He can't leave his phone overnight. I want to point out the tech who scheduled us in-store repeatedly promised there would be batteries saved for us, and that the phones would be ready definitely the same day. Sadly, when we returned a week and a half later for our appointment, things turned out very differently. Tried to check in 20 minutes early for the appointment and was turned away. Waited 10 minutes and came back. They checked us in, but we were forced to wait another 25 minutes before a tech helped us. Tech was uncaring and did not listen to us. All the tech support I did over the phone in preparation for the appointment was useless. The tech in-store refused to acknowledge it. He then told us our appointment was not for swapping batteries, but just to do the diagnostics that would then allow us to make an appointment to get the batteries swapped. We were told we could leave our phones over night, and they'd "try" to be ready mid-morning the next day for us. Also, there was no guarantee we'd actually get the batteries swapped, as they had limited stock, and it's "first come, first serve." We were appalled.

What about the all the wasted time and gas to get this appointment? What about being told we were guaranteed to have the batteries swapped that day? The tech just kept telling us we could come back the next day and try again. My husband asked him why he kept saying that when we just explained multiple times he works in the medical field, he works for the next 2 weeks, and this was the one day when he knew he didn't need his phone for work. The tech told us we shouldn't complain, because we have a whole year to get new batteries. I told him I think we're done here, which he ignored and tried to keep talking about how busy they were. My husband and I got our things...