Apple Downtown Brooklyn — Attraction in New York

Overall, I find this store & its employees to be egregiously unprofessional. I had an issue in which, over about 24-48 hr, my battery went from working perfectly to my phone restarting frequently/randomly unless I plugged it into power. So I made an appointment at the GeniusBar for after work, assuming I'd need a battery replacement. I was on time for my appt but still waited 30+ minutes for anyone to see me. Jaden was the person "helping me"; he was dismissive & condescending. When I asked why my battery had degraded so rapidly over such a short time, he told me that it's normal for batteries to degrade over time. I've had iPhones for 13 years; I know batteries degrade over time & this was not that. But he continued to say it was. I also had an issue with my phone's max volume randomly decreasing with no way to increase it. Jaden dismissed it as a "software issue" (even though it was happening on numerous apps) & did not address it further. He confirmed my need for a battery replacement & told me to pick up my phone in 1.5hr. When I returned to the store 2 hours later, it wasn't ready. I was told by two employees (1 was a manager named Tiffany) that there was a crack in my backglass that was not caught during the original inspection & that it became worse during the repair. Tiffany informed me that they would be fixing it free of charge since it wasn't caught during the original inspection & that this was why the repair was taking so long. I knew that there was no crack in my back glass when I provided the phone; I take care of my things & clean my phone at least once/week. But since Tiffany said they'd replace the backglass at no charge, it didn't matter to me that their team was being dishonest. She said they needed another 30m to finish & when I returned to the store, the team gave me my phone with no battery repair & a backglass that was newly broken into many pieces. They told me that they could not repair it because one of the parts was third-party (they didn't specify which part) & because they were closing, but that I could come back later that week & would have to pay for the newly-broken backglass. Fat chance. This was after a 4hr ordeal, only to receive my phone back in worse condition. How can anyone trust these people? If the employees had damaged the back glass while repairing it (instead of due to negligence), how did they not know it was third-party when Tiffany first told me about the backglass & that they "needed more time" for my repair? If they'd already started, they'd have known at that point there was a third-party part. Which is yet another thing that leads me to conclude they broke the backglass before starting. Even the employee who checked me out acknowledged the phone was given back in much worse condition than when I dropped it off. So 4hr spent at Apple & all I have to show for it is a phone that is in much worse condition than it was before I gave it to them. When I called the store back the next day, the manager on duty (Kate) told me that a manager would never have told me they'd replace the backglass for free. Even though Tiffany and another employee told me that several times. When I called Apple Support the next morning, the woman I spoke to confirmed that it was documented that there was no damage on my phone upon inspection when it was received & said the Apple store should uphold their agreement to replace it, since it was the fault of their employees. But after speaking to Kate, I received more dismissiveness & denial. Another manager (Briana) called me a few days later, just to tell me the same things and continue lying/placing blame on me. I was kind throughout this transaction with the Apple employees, as I've worked retail & know how terrible customers can be. But these employees have routinely deceived, dismissed, blamed, & screwed me over. It's a shame that Apple can destroy someone's phone, take hrs out of someone's work week, & cost them hundreds of $ in damages without rectification. Apple should be ashamed of this store & the employees should be ashamed...

Very rude and damaged my belongings--blunt cold fast service, dont bother with Manager Kal who treats everyone like an idiot. Its really easy to call corporate to complain though**

You'll walking into a place where no one is directing you, no signs, just floaty staff. I came in with a blackspot on my mac, at 215pm on September 25. I understand they couldn't offer to help me with black spot, unless I paid $500. Yet there was no reason to break my screen cover. She insisted she didn't break it, but I was telling her as she was removing it, to stop. I had blood drawn earlier I couldn't yell. She just kept talking, I just tried to point it out but not cut her off. The tear was huge. She insisted I did it, and it was already cracked. I never tried to remove it (1 year!)

I sat there using my Mac while waiting. There was nothing wrong with the top cover. The screen faced her, cover towards me, and she kept cracking it and tugging from one corner away from her, to remove the whole cover. On the camera they will see my hands try to reach for my mac but it was too late. She kept talking and tearing as she got it off the mac, and threw it down next to me. The way she even handled it I would never!

Did she not see my startled face and me placating over it in my hands while she kept talking? No because they are in their heads, and they lack communication competence to stop and listen--they are so impersonal! Most people would feel something and stop right?

This could have been avoided and honestly apologized for. There was no reason to bring it to that level of damage no matter what. And this, they didn't even want to acknowledge.

The manager Cal/Kal goes on to insinuate that I had to already have broken it. I told him i don't break things, and he pointed at my laptop and said I clearly do. The fact that the slightest touch can damage the screen on such an expensive laptop doesn't mean anything about how I treat my things. Yet he had the audacity to ask me not to question why she was continuing to allow it to crack this much as she was removing it, that there was no point and he can just offer something. No accountability, no apology. Post giving me an offer for credit, Kal continued to be condescending and blame me. This is the issue!

It seems like his own personal need to feel right. This lady (managing appointments) budged in and told me to stop explaining again what happened, but shortly after Kal continued to question how I handle my Mac. Neither of them have the right, and its straight bullying to group up to tell me shut up, as I was mild natured and exhausted and only responding to his constant judgement. He could just check the cameras instead of feeling a power trip, but he refused. It was hypocritical that after both of them told me to shut up, they didnt and continued to be berate and question me. Are they really managers?

He said he would give me credit that I could only use in their store when I go back there again. It's farthest from easy going there. I asked him what was in stock to which he had no response. At the very least he could've offered to use the credit right away but instead was vague about how to acquire this. It was pulling teeth. I had to return to ask about it, and had to ask 2 staff members for his name, for which they acted like they didnt know!

Kal spoke to me like I was in pre-k. Kal looked at the bottom piece of the case and said it had breaks on the corner, so he said I must've already broken the top myself. Naturally, the back corner of the plastic case for the bottom chips away since the laptop sits on it, but the materials of either parts and the location of damage ARE NOT remotely similar. The prying created an obvious angle of damage, its not a chip of plastic its long tearing of silicone! There was no reason for them to continue to judge my character or try to make illogical claims like this!

Covers are not that expensive. THE BIGGEST ISSUE? The amount of disrespect from the Kal, "Tech", that lady, and the total brashness and impersonal attitude--rude,...

Horrible customer service. I came in two weeks ago because of a crack in my laptop screen. when they told me it would be a 10 day turnaround to get it fixed and asked if that would be OK, I said I really needed my laptop for my job and asked if there were other options. They told me if they help me send it out then I can get it repaired and back delivered to my door in 3 to 5 days, so we set that up and they removed my laptop’s tracking location and I go home. 3 days later I receive a call from the store saying that they are unable to send out my laptop for service because my tracking wasn’t removed. I explained that one of their employees walked me through the process and approved it before I even left the store. they make it out like this is all my fault and like I was somehow supposed to know that the laptop tracking wasn’t removed properly and that it was somehow OK that they just let it sit in their store for three days instead of calling me immediately. They walk me through removing the location for real this time and I ask if now the 3 to 5 day window I was promised for the repair is starting over and they say yes. if only this was the end of their customer service ineptitude! After another 3 to 5 days, I checked the progress of my laptops service on the support website. To my surprise, it tells me that my laptop service repair was completely canceled and that they were going to ship my laptop back with no repairs. There is no explanation given as to why, and I wasn’t even notified via call or email. Good thing I checked the website! When I try to call Apple, they have no information on why this happened and when they try to transfer me to the store, the line doesn’t work. I then go to the store again the next day where after 90 minutes I am told they have no information as to where my laptop is, why the service was declined or any information on whether or not it will be repaired or has capacity to even be repaired. The store manager tells me he will make this his priority and call me first thing the next day with updates. The store manager, I can only describe as a professional Gaslighter. He calls me the next evening with no updates on the status of my laptop. he tries to blame me by saying I missed three emails from Apple that day. I tell him the only email I’ve received from Apple since I approved the service on my laptop over a week ago was a customer service satisfaction survey from yesterday. He then puts me on hold and comes back to say he was actually looking at emails Apple had sent me over a week ago. Clearly he had not actually looked into my case at all and was just trying to make it my fault somehow by making up emails. He tells me there’s nothing more he can do despite not getting in contact with Apple support and instead he arranges a call between me and Apple support. when I get on the line with Apple support, they tell me that the store has all of the information and they want me to be put back on the line with the store. I tell them to please not do that because the store has claimed they have no information and appears to be incompetent at helping me. At least the Apple support line is the first group to acknowledge that this is their company’s fault and not mine. I am in put in touch with a senior manager at Apple support to look over my case. after being on hold for about an hour he tells me that the reason that my laptop was declined service and is being sent back to me is because THE STORE was supposed to provide the repair center with information on my laptop that they never responded to so then apparently they had no other choice, but to ship me back my laptop. This nightmare still isn’t over and I haven’t been able to do much work for two weeks but at least those Apple support center was able to figure out where my laptop was and how I would be getting it back and what went wrong. Unfortunately, if the store had handled their service properly, this all could’ve been avoided. Their lack of competence and accountability...