Apple Scottsdale Fashion Square — Attraction in Scottsdale

Very friendly. Greeted immediately. We were helped by several employees who were attuned to customers periodically looking inquisitive. No hovering. Upon asking, one associate gave me the overview of handicapped features/info about this new store. Another gave us the comparative features of all the iPads, including the original iPad Air we were upgrading. A third took our order and it arrived almost instantly, three minutes maybe. Very knowledgeable, efficient, well prepared. Only one small issue: they had run out of bags. People don't realize that this can be a significant issue for people who walk with a cane.

The new building is just stunning, a work of art. Another associate gave us the details about the architecture of the building. Very impressive. An elevator allows handicapped access to the bottom floor. There is a gold cable in the floor downstairs that optimizes the big screen experience for people with hearing aids. Stepping in and just being in the building is a pure joy, especially if you hang out and watch the light change over time. It changes your whole experience.

I suggested that the architectural details be published. Also, info about handicapped parking and access should be captured immediately on the Apple website and on Google, the mall website, etc as it was very difficult to plan the visit to the store without more info since I walk with a cane. I easily "cased the joint" days ahead by driving around it, so had a general idea of the best potential approach. But phone access to the store was impossible. I called seven times before I could be connected to someone who knew a few things about handicapped parking access. They did not know, so will tell you here that the south entrance at the amphitheater has minimum 15 stairs with a railing (if you descend on the east side of it). However, walking around to the east side of the building, along Scottsdale Road allows you to enter on the top/main floor of the store with no stairs required. The interior mall entrance is also open on the west side of the store. If you enter the exterior mall entrance from the south parking lot at Thirsty Lion, you will see the store at the end of a long walkway to the right. If you call the store, you are connected to a call center and after a wait, will talk to nice people who want to help, but have never seen the building, so cannot answer many questions. They could not transfer me to the store, but tried to reach them for me and ask my questions. They recommended parking in the parking structure on the North side of the mall, which is absolutely not convenient for handicapped walkers going to The Apple Store. I parked in the South parking lot and entered the main floor from the exterior Scottsdale Road door to the East. A few handicapped spots are also just inside the entrance to underground parking to the North. Will try that next time and compare the walk.

One more suggestion: please add some seating somewhere on the main/top floor. This should be for handicapped, of course, but also elderly, children, anyone who just needs to sit down for a few minutes, while considering their purchase. The products are displayed upstairs, with accessories downstairs.

I can't wait to find out what creative things they will do with the amphitheater and seating downstairs. Will there be classes, presentations, announcements, perhaps interactive experiences with the big screen? I am scouring media to find information about this now... I'm so fortunate to live nearby. It's a...

Absolutely terrible experience, I have autism and operate a nonprofit organization using my Apple Device. The device is less than 6 months old, No Damage. Caused a burn on my face and left hand, Left visible marks. I was told to goto the store as I can’t afford to Cover a “Deposit” for up to 30 days while waiting for a replacement / And Shipping mine back in the mail. - Being disabled and dedicating my life as a compassionate human, means going above and beyond the call of duty to ensure people are safe, healthy, and happy- All of these points were missed by a great margin due to Poor Management and Customer Service skills being served at this location.

I was forced into the location under the Claims of receive Fast, Comfortable, and prompt service to replace my device and possibly issue some type of compensation or relief.

Upon waiting for over an hour for a terrible Managers Sarcasm and Being told they will Not do anything to help unless I Gave them my device and allowed them to Ship it to service and then wait 4 days to hear a response wether they’ll replace it or not.

Absolutely Awful as I pay (We all pay) Apple Care+ for 12.99 a month, then When the device has a Now Confirmed Hardware Error and No Damage they date Ypu pay $99 Deductible Plus a Deposit of the Phones Cost!? What in the world kind of scam is this? They charge happily $258 a year and then demand more money to actually use the insurance along with a deposit? They make ZERO reasonable accommodations for disabled and low income consumers which is unfortunate and unfair to consumers who put everything they have into an Apple Product (That is Faulty) and the store refused to replace it with a “New” IPhone which leads me to now realize they’re doing the Scheme with refurbished phones again and stating they’re new devices anytime you need a replacement. It’s disgusting. To tell me I have to stop all business operations due to a technicality and unwillingness to even contact Management or a Regional Team.

I was Injured, My Device was sold to me with a Stability Fault, Causes loss of Revenue due to device freezing and barely working, I am ready to File a civil Class action suit against this company- All I asked for as a Reasonable Resolution was a Replacement Device and was rudely told “SORRY YOU CANT GET WHAT YOU WANTED, THATS NOT HOW APPLE CARE WORKS”. - Neither is paying for insurance and then being forced to be out of pocket and told if you’re Low Income - We simply Cannot help you, Our devices are expensive and so is the “Insurance “, a quote by the manager- Who refused to provide a card or written information for a complaint and then came back with a sticky note and more sarcasm.

Apple - I pleaded with this team to provide Legal Info and Attorney Information to get the matter resolved without a civil lawsuit or Publicly Filed and Posted Complaints which will be visible to the world. A resolution would’ve been to simply replace the device as I had been paying for coverage. I will be asking for all parties who feel they’ve been affected by this Unfair and Unreasonable Business Practice to file as Plaintiffs with me. Your company should be...

First of all I want to start by saying that I have been a loyal Apple Customer for years ( since 2010) I have purchased many iPhones( too many to count now), an iPad mini, iPod shuffle, iPods and I'm currently typing from my MacBoon Pro : ) I love your products and I'm happy to pay a premium for them because Apple has a long history of exceptional care for their customers.

Well my recent experience at the Arizona Biltmore came up very short of that, to say the least. Recently, December 2016 I visited the genius bar for a screen replacement on the phone listed above. I was happy to pay the $140 to have Apple technicals take care of the fix and not have to worry about an incidental damages. Unfortunately (I understand that it happens) the antenna was damaged during the fix. I started to have issues with my gps/uber/maps etc. and connecting to wifi so I returned to the store the next day and was instructed to connect the phone to my macbook and reset. Which I did. This did not solve the issue! Very well, I know Apple will do right by me and I continued my daily routine as usual.

This was December 2016, right before I left for a central american backpacking trip, all my focus was on getting ready for this trip and my experience there. Long story short, I went on my trip and I didn't my iPhone for network connection, everything went well despite having a damaged phone.

Upon my return to the states the issue has started to impact my daily life but in Apple I trust to take care of the issue.

Well I returned the Apple Biltmore Store yesterday and met with Manny at the genius bar. After explaining the situation to him he informed me that the antenna issue would require a brand new iPhone. I like my iPhone but okay I can live with that I thought. Manny continued and asked me to pay a genius issue cost of $279. Well honestly I was shocked and mildly upset that I was being asked to pay to solve an issue stemmed from an apple repair. After several minutes of conversation with Manny and looking at the genius experience log, it seems that there was a miscommunication and my second visit to the apple store in December wasn't logged. Manny really tried hard to help me but he failed and I think it was largely due to the Manager he reports to. HIs manager, whose man I didn't get, came over and again I explained the nature of connection issues. The manager seemed indifferent, disconnected from customers and without concern for the human event.

In the end I left the store very upset without a solution to my problem. I've spent over $10,000 on Apple, I'm very loyal to Apple,I've converted my parents, friends, anyone who will listen to apple. I'm happy to pay premiums for my products because I trust in apple. It was an absolute slap to the face to be treated the way I was and I hate the fact the Apple employees were unwilling to operate at the Apple customer service level, unable to stand by their products and willing to sever a longstanding relationship with a loyal customer.

I hope this email makes it way to the right people, i hope Apple steps up and does allow another customer to be treat...