Apple UTC — Attraction in San Diego

08/15/2018, I just got out of the Apple Store UTC around 9:00 p.m. which is their time of closing. I came here because of my phone screen was not displaying anymore. It could still vibrate so as ringing the alarm.

I came here alone, and of course I could not read any text or notification, because my phone is broken.

The front person (a guy full of tattoos) help me make an appointment around 7:30. I have also told him I will be waiting in the store the whole time.

But when it came to 7:30, Nobody came. I went to check in with another person, she told me my appointment got canceled because I didn't reply to their notification text??????

OKAY, APPLE, HOW DO YOU WANT YOUR CUSTOMER TO REPLY THE NOTIFICATION WHEN HIS OR HER PHONE COULD NOT EVEN BE OPENED?

I was very mad because I was in the store the whole time. I guessed only the tattoo guy remembered me. However, I don't think this could be an excuse for the store to just cancel an appointment. First, (1) the front guy could make a comment "this customer could not read text but she was waiting in the store". Second, (2), when it came to the technology person, he did not double check with the front if the customer had ever said he or she had a problem receiving notification. He could have found me sitting right in the store if he just talked to the front person.

Apparently, they were not working as a team AT ALL.

And once again, pay attention to what I mentioned earlier. I was given an appointment time at 7:30. I waited a minute or two to check why nobody came yet. I believed it was because the person before me got her phone fixed earlier before the appointment time ended. BUT I AM STILL AT MY APPOINTMENT TIME 7:30.

The worker said he would put me right back in and I only needed to wait 5 minutes. However, I waited another 40 minutes. They literally PUT ME ON ANOTHER APPOINTMENT TIME.

When my appointment finally came. It was the tattoo guy worked with me. He found nothing wrong and told me it might be just the screen. It cost $ 360 to replace a new screen.

I was fine with the price but when he asked me to sign that "I agreed to any data may be lost during the repairing". I felt a little restless. I am not afraid if the data got lost or anything, but I was worried they just give me a new phone rather than my own phone saying "oh, all the data got lost so your phone is brand new now".

I HAD A LOT OF CREDIT CARD INFORMATION STORED ON MY PHONE. I didn't want my phone away even if they gave me a new one.

When they gave me back my phone, it was already 9:00. My phone was still under recovering. I wanted to wait to see my home screen so I know it was my phone. But the black guy told me something like "WELL, YOU STILL GOT TO PAY ANYWAY".

I just found it so funny, they made me wait almost 2 hours, while they cannot even wait just 10 minutes for their customers. And the way this black guy talked to me and his co-worker made me feel mad. The words he said seemed as if I did not want to pay? Well, if I could afford a phone X, why I could not afford just $360?

I did not feel like a customer since I walked into this store.

But I also considered that there were other workers not related also waiting for the store to close, I agreed to pay before the phone was started after the conversation. And this black guy just looked at his co-worker, giving a SHRUG to his co-worker. Yeah, thank you for being SO IMPOLITE in front of me.

To the very end of this comment, I still wanted to thank the store fixed my phone.

However, I had a very bad experience of Apple Service, and this is not my first time being in this kind of situation. When my Macbook broke 3 years ago, the worker at the Boston Apple Store did nothing helpful so I was very mad and decided to switch my laptop to HP.

I have been using the iPhone since the iPhone 4 came out. I have changed from iPhone 4 to 6 to this X. But now I felt so disappointed about the service. After this iPhone, I will not buy any iPhone anymore just like I guarantee I would not buy any...

YELP REMOVED MY REVIEW, SO I'M POSTING IT HERE. I have also filed a formal complaint with Apple. I have owned Apple products for many years and love my Ipad/IPhone. I have also generally been very happy with Apple support when I have called in. Recently both of my chargers for my iPhone and iPad started to fall apart. Basically the plastic end that plugs into the phone started to peel back from normal usage. This happened first on the phone charger and more recently on the iPad charger as well. I decided to take both products into the Genius store for what I thought would be a painless swap. I made an appointment for Saturday at 4:00 and arrived promptly with both cables in plain view of the salesperson who was waiting at the front. I informed him that I have an appointment and he told me that the store was closed for "construction." I asked why I had not been called or notified via e-mail. I was told they are currently in the process of contacting customers to let them know that their appointments were cancelled. Looking inside, I saw an empty store with the exception of about 20 employees standing around doing what looked a lot like nothing. I therefore rescheduled my appointment for 3:20 on Monday. When I arrived, I again had both charger cables in my hand and in plain view of the employee, George Arias, who seated me at the Genius Bar for what I thought would be a fairly short amount of time. After waiting about 10 minutes, I asked how much longer it would be. The Mr. Arias told me that there were still 2 others ahead of me. A few minutes later he came back and asked what he could help me with. I showed him both of the cables that were falling apart and he promptly informed me that they would not replace the cables because of the wear and the fact that the plastic was peeling back! Absolutely ridiculous considering both items were still under warranty. I assured Mr. Arias that the chargers became this way from normal use and had never been stepped on, kicked, pulled on, bitten, etc...I mean how else is a phone/tablet charger going to be used other than being plugged in? I was summarily dismissed by this employee whose arrogance was astounding. His treatment of me was basically conveying that I did not matter as a customer and that what I was saying was untrue.

As I left the store, I was seriously thinking I guess I'll NEVER purchase an Apple product again. Honestly, this made me somewhat upset as I do love my phone and iPad. I decided to turn around, get this employee's information, and call the Apple support line and I'm so glad I did! Talk about a night and day experience! The employee who helped me on the phone apologized for the treatment I had received from Mr. Arias (who is also a manager by title) and immediately rectified the situation by mailing out 2 new charger cables as both were still under warranty.

Based on the numerous 1 star reviews, I believe the management and leadership at this store is lacking. I hope Apple does something to rectify the treatment of its customers and better trains its management and in turn employees particularly at this...

The experience was very bad. I lost my Iphone 12 on Tuesday evening at the beach , around 6 pm and I was in the APLE UTC store at 7 :10 pm. First I was asked to wait in the line for general issues, then I was moved to the line for the appointments, it took almost half hour in the 2 lineups. Finally I got sales person M* who seemed knowledgeable, and I picked the new Iphone 15 in 5 minutes, but she could not get AT&T connection to activate the phone because the internet in the store was too slow. Store closing was at 8 pm and we were trying our best to connect to AT&T with another Apple device: an IPad we brought with us, but with slow WiFi website was frozen. So she told me to come the next morning to finish the purchase and in the meantime call AT&T to stop the service. I did all this, stopped the service from AT&T and came the next morning at 10:45 am and I am sent again to the 2 lineups because M* did not reserve the timeslot and phone for me last night to continue. Again in the 2 lineups, in the meantime and after 45 minutes of waiting and constant waving “You are next, you are next”, I was approached by another sales person. After I purchased the same phone from last night in 10 minutes max, I was taken to the desk at the back to install latest OS before she calls AT&T to activate the phone. Then she called another worker to download the latest OS 17.01, this was with the cable form his laptop and it took 35 minutes for 8GB. And it was useless because that morning Apple came up with 17.02 and when we tried to boot the phone it starts automatically downloading the latest OS. Another 30 minutes was spent on uploading the 17.02 although there was 17.01 already installed on the phone, this does not make any sense btw. The guy was overwhelmed with customers, it was 3 of us at that table who he was helping, and he called another worker to help. This was mature lady and she was the only one who knew. She did restore my backup in 20 minutes, and explained to me that in the case of the lost phone I need to go to the provider to see me in person for security reasons. We left the Apple store around 12:15 pm, and went to AT&T where we finally activated the phone in 10 minutes. My case was the case of lost phone I need for work, it was emergency situation and nobody there cared. I am for health reasons not able to stand in long lineups for 45 minutes, but around me were many elderly people treated similarly, only offered a chair to sit and wait for hours. The case that store technical member does not have the latest OS on his laptop, is another pointer about complete disorganization in this store, I don’t blame the workers, they are just swimming the best they can with goals that are set upon them. From yapping of the guy at the entrance “We sold more than ever, numbers are excellent, we achieved best numbers!!!!” it seems that goals are greed, greed, greed. I am never coming to this store again, and are very disappointed in Apple...