Apple Kenwood Towne Centre — Attraction in Sycamore Township

I'd give zero stars if possible. Purchased a AirPod Pros as a birthday gift. Upon first use of the AirPods, it was discovered that they were defective. After following all the troubleshooting steps, I spent 1.5 hours dealing with Apple Support. It was eventually determined that they could not provide any further assistance and that I needed to take it to the Apple Store for troubleshooting and this is where the fun begins.

With AirPods, the return/exchange window is 14 days. Due to being a gift, if was first opened after this window.

We had an appointment for our first visit to the Genius bar. At this visit, we were skipped. After about 30 minutes of waiting, I asked if we were going to be helped. It ended up taking over 45 minutes after our appointment time before we were helped and yes we were early to our appointment. They had issues diagnosing, but eventually said it now appears to be fine but are sure. We can send it out to the service center or could see if it's not working. We decided to give it a shot.

Unfortunately, within 10 minutes the issue resurfaced. I then scheduled a followup Genius bar appointment to send this off for servicing. Upon arrival, they "had" to run diagnostics again. This was another waste of time as they still shipped off the AirPods.

After Servicing (Depot as referred to by a manager) looked at our device, they found no issue and shipped it back. Upon receipt, the case was all scratched up and very dirty with gunk. Also, they didn't return the ear tips.

I scheduled another meeting with the Genius bar hoping just for an exchange to a new product. We were the first people to walk into the store and get signed in, yet we got skipped over again. At least 10 other people had associates helping them first. After 10 minutes, I then asked when were we going to be helped and someone came over shortly. They too had issues running diagnostics. We were then told that the only thing they could do is resend this back to Servicing (Depot). At this point, I asked for a manager. After a few minutes, Vincent came over. He had no solution other than trying to sell me on AppleCare. Upon asking if AppleCare would swap us out for a new device, he said he'd need to look into it. After even more time, he returned with no real response other than we would be charged less than not having AppleCare. I refused and asked for someone outside of the store who could help. Vincent said is the only one who could help, but there is nothing else he could do. At this point, I said would try my luck with Amazon where the purchase was originally made. I did ask about the Ear Tip replacement. The person who originally helped came over and said they could only discount so much and that I'd need to pay $.09 for the new Ear Tips. After saying this was unacceptable, he checked with a different manager who waived the cost. After seeing she was a manager, I asked about who I could contact outside the store and she happily gave me the 1-800-MyApple phone number. I'd like to thank here for that.

After leaving the store, I contacted 1-800-MyApple. The first person I spoke with listened to my frustration, made notes, and escalated to a senior support person. She was fantastic. Within a few minutes of hearing my saga, she shipped me out new replacement AirPods.

I know it could be a challenge, but I would avoid this store if possible. For any troubleshooting issues, go directly to...

My experience went from amazing to horrible to amazing. When I arrived at 5PM I was helped by a gentleman who figured out what was wrong with my device, he was super nice and did everything he could to assist me. He told me I needed a display replacement on my IPhone 8 I brought in due to the speaker being messed up.... it would cost $162 but he offered the possibility of a trade in. I ended up deciding on the trade in and unfortunately it was the end of his shift so he had to leave and somebody else had to help me (this was around 5:30). He did great with helping me and I am glad he suggested a trade in! Then a female was assigned to help me with the trade in... this is where my horrible experience began. She didn’t have a clue what she was doing... during the trade in experience she messed up and I had to be brought THREE different phones. She had to keep asking other people for help & she still couldn’t get things right. I explained to them I was on my moms plan still and she paid all of our phone expenses, my mom was not in town but I needed a phone ASAP. They told me in the beginning of my appointment this wouldn’t be a problem, and we could make it so that all the charges for the phone were put on my Verizon bill. She just couldn’t figure that out though and she had absolutely no desire to help me solve it. Her solution was giving me my phone back and taking it elsewhere to have it figured out... I got up and left WITH MY PHONE DEACTIVATED WITH NO SIM CARD & she didn’t care to help. At this point it was well past 7 & I had been there for OVER 2 hours and I was about to walk out with NO phone. I approached a guy I saw was helping her at one point and he helped me get it figured out! This employee went above and beyond to figure things out for me and help me. He helped me call Verizon to help with some problems and I finally was able to get my phone... I wish this guy was the person who was helping me from the start because he really knew what he was doing! I was impressed. The other girl took over an hour and a half to just end up telling me I was basically SOL, and then guy who helped solve my problem, helped on the phone with Verizon, went above and beyond Didn’t take nearly as much time. I went from having no hope to being excited that I didn’t have to drive all the way to Verizon with no phone!! Lol. I want to say the good outweighed the bad, I had two amazing men who helped me & only one bad apple out of the bunch. I hope Apple can pick the bad apple out of their bunch and give these good apples a raise! They very much so deserve it! If I ever need to go back to Apple I will DEFINITELY be looking for those two men to help me and avoiding that chick...

Tried to make Appt ! No answer . Still went to store . Over one hour , live in Indiana. Ask if I made reservation! I tried . Did not believe ? Ask my prob , when we arried at front door , I said new battery and sound , they said, $78. I said fine . Triaged me to the Genius Section . A Guy comes , with computer , to tell me how great my 10xs phone test , I explained sent away r/t to paying apple insurance. They sent back with different serial numb still had the problem also the hearing device and battery life , still looked dirty at screen and no change ! Battery life 4 hours or less . Which is why I sent in . The 3 wks they had it . Sent it back as saying complaint was reception . Save your money . Something goes wrong or they don,t want to put the money into it . 10xs had been a problem according to utube apple guys that talk about different phones . I explain . No response . So I keep almost all apps off . He suggested i should also turn light down . Ok , no apps and light down . I suspect the word genius is commonly used at the Apple center or missed used?

They said , can,t chg battery that day due to need to add a hearing device ? I ask can you brush dirt off . No ? We need sch due to to change battery , we need to order a speaker . I pd $ 35 last time . Same place . I was told, would be free when i called into apple care . This other guy name R&B🙄 at store . He said , who told you ! I called, did not get name . He said , anyone could say that . I said , I usual don,t ask r/t apple. 🥺 To purchase a new phone i would recomend you purchase there . When you go through cellular companies . You will see a difference in care , also was recommed by an apple advisor I spoke with over the phone . Last note the 10xs was taken down , only see the 10XR , that is what my husband has . I am a nurse , our pockets on scrubs small . The clips Popps off . So i needed a smaller phone . Mine was $1100 10XS also better photo features , my husbands 10XR $975? The 10XR has a much better battery life , 2 days at work . He keep his wifi on . I keep mine off . Still was down at the end of a 12 hour shift, when we first purchased . I found paper after they keep phone for 3 wks when I had warrentee . I said battery less then 4 hours . The guy said my battery great 80 % . Well ok up and found only good for...