Apple Franklin Park Mall — Attraction in Toledo

Apple sold me a lemon and this store fumbled the experience--I bought a brand new iphone Pro and it stopped working all of sudden. I took it in to deal with it and Customer Service was subpar. It took two days without my phone to fix it. I had to check in 4 times. No one at any point expressed any sympathy or empathy for the fact that their product just stopped working (until the very end with the head manager). It turns out it was sold with a defective logic board. Their attitude was "We will fix it" but that's it. Any inconvenience caused by not having a phone for two days is apparently on you. If I sell a top of the line product and it fails, I am apologetic, sympathetic and try to make up for it to my loyal customers. They did not. I have lost my trust in apple products and customer service. Several employees were less than stellar. They are listed below.

Ben- Head of genius bar, was chipper and perky as long as you are acting as if you're a buddy at a gaming event. As soon as he's faced with a customer who is unhappy with apple service, his facade falls completely apart and he became snippy, confrontational, and has no skills to resolve issues. Epic CS fail here for a manager level employee.

Kate - brought me my fixed phone, then went to get a manager to discuss compensation and instead disappeared for break leaving me to start from square one and cue again.

Alex - Tried to step in and literally talked over me in the first minute. No business being a manager of even a McDonalds.

Katie- Finally I dealt with the manager of the store. She showed empathy, concern and the desire to follow up. She also swapped out a defective case for me easily. However, she bounced me back to calling CS on the phone even after they had told me to take it up with her for my final issue. She should have taken responsibility for the misinformation at that point and she did not.

Tab - The regional manager was not available to be reached even thought I had tried everything else.

Overall, the attitude at this apple store is all wrong. They are nice enough if everything goes well, but their attitude should be better. The number 2 job is to fix products. The number one job is Customer Service. This means showing customers they are appreciated and showing sympathy and a desire to make things right by standing behind their products and their advertisements. In this case that didn't happen, they fixed it, but seemed to not care about their reputation or any hardship caused. Retraining required. The number 3 job is sales. Instead this store puts that at #1. There were always way more sales staff than staff helping to fix faulty products.

Do better Apple and do better this Apple Store!

**By the way, in order for customers to be able to hold businesses accountable, it's international standard to provide name of employee and last initial or employee ID number. Several employees here refused to do so, including Ben. This could explain why service was subpar, they hide from accountability with common names. This needs to be...

My phone 11 pro started acting up this morning. It wouldn’t turn on, the Apple sign was blinking, and it got to the point where it was telling me to plug it into my computer to either update the software or restore it. After the software failed to update I decided to go to the Apple store to see if they could fix it, because I didn’t have much of my data saved on iCloud. Today I learned how unknowledgeable the techs there are. After the girl tried to do the same thing on her computer that we did at home, she told me my only option at this point would be to restore the phone and lose the data. Another girl came to “help” and told us it’s a hardware issue, and, when my boyfriend asked if we could just get the motherboard replaced, she told us that the hard drive was built into the motherboard, and if we remove that, we will lose the hard drive and data anyway. She suggested rather than doing that, it would make more sense to just spend that money we would spend on a new motherboard on a new phone. After that, the first girl said that she will just try and restore it to at least get the phone working again, trying to convince me that it was the only option. I told her that I would not like to give up and lose all of my data, and I would rather keep trying and if needed, restore the phone on my own as I am capable of doing that at home. Anyway, we drove away and decided to try uBreakiFix in Perrysburg. We went in and told the employee what happened and he took my phone to the back. Within the matter of 2 minutes he came back to the front and set my phone in front of me with my lock screen on and everything back to normal, without charging me anything. He also confirmed that the second girl was incorrect when she stated that the hard drive was built into the motherboard. I would highly recommended not attempting to get your devices fixed from this store because they don’t know what they’re doing, they clearly have not had the appropriate training for their job, and they’ll let you lose years of memory on your phone just to...

Went in for their Black Friday promotion to get my GF a MacBook Pro for Christmas that comes with a $200 gift card. The sales person I spoke with who sold me the item knew it was going to be a gift a month after buying it and said I should have no issues exchanging it if we wanted a different color.

Christmas Eve my GF opens her gift and wants a different color. No problem. However, once we got to the store, the same sales person was helping us so it seemed. She brought over I’m assuming was her manager, to tell us that since the promotion was over we would need to give them back the gift card that came with the laptop, due to the promotion being over if we did want to exchange it for a different color.

Apparently what the original sales person did not tell me on the original purchase was that apple does indeed have a 14 day exchange/return policy for promotion deals. Once again, this was not told to me, nor was it on the receipt.

Pretty disappointed that apple (or at least the manager) did not attempt to help us with keeping our gift card. Kind of a big deal considering that was the whole reason why I got the laptop in the first place, was so my GF could use the gift card for new accessories for the laptop.

The manager was kind of rude as well, saying he knows it’s difficult for me to understand why they take the gift card back, and proceeds to say how we are still paying the same price for the MacBook Pro. But then says I’ll be charged $15 extra for them taking the gift card away due to taxes…

I could tell the original sales person felt bad, and directed me to try calling apple support.

I should’ve known by now that she clearly had no what she was talking about, because I had to talk to 7 different people for a rude lady to tell me I should’ve taken it with the store manager at this location.

Needless to say, it was a really bad experience and my GF ended up not getting a $200 gift card and I was charged...