Apple Towson Town Center — Attraction in Towson

Avoid Apple Towson like the plague! I’ve been an Apple user since I bought my first Mac, an iBook G3, back when I started high school. I’ve had the iPhone since the first unsubsidized model, and have owned multiples of every generation up thru my current Black iPhone XS Max, my second XS Max which replaces my 3rd X, which replaced my 8 Plus, so and so forth.

I’ve spent easily $250,000 with Apple in the past 17 years or so since I first switched to Mac from HP, and my experience on 7/26 at the Genius Bar has left me broken hearted. Last week I dropped my beloved XS Max onto concrete and shattered my screen. I quickly opened a chat with AppleCare and since I have AppleCare+ I was presented with a few options and initially decided to use the Express Replacement but upon learning they would have to put a $1450 hold on my credit card which I wasn’t comfortable with the AppleCare rep made me an appointment made at the Towson Apple store where I was told I could pay either $29 for a repair or $99 for a replacement just like the express replacement program but without the need for the hold.

Upon arriving I was informed that they do not have anything like the Express Replacement in-store, and that I would have to wait for 1.5-2 hours while my screen was replaced. At this point I wasn’t happy, but glass was falling out of my screen and I was tired of cutting myself so I handed over my phone agreeing to the $29 repair. About 10 minutes go by before another employee approached me.

The approximately 40 year-old man with a spray tan that can only rival Donald Trump himself (he refused to give me his name or any information other than identifying himself as “the man in charge of the floor”) informed me that because my iPhone was running iOS 13 thru the public beta that they would not be able to do the repair as they couldn’t use their diagnostic tool, but he also refused to do a replacement. He informed me that I could borrow a computer and sit at the bar to revert my phone back to iOS 12. Now, everything I had agreed to and read told me that once the phone was on iOS 13 it could not just be “restored to iOS 12”.

So I called the priority AppleCare+ phone number and was connected with tier 2 tech support, who also informed this man that downgrading back to iOS 12 was not supported and informed me that it would actually void my warranty. This man than told me to choose either phone support or “his Genius Bar”. Again, I relented and agreed to the repair as long as he changed the software since I wasn’t comfortable doing that, but before he would do anything he ordered me sign a contract that explicitly stated that neither he nor the store or Apple would be held responsible for any physical or software damage. Who would sign that and let a random guy with no name tinker with your $1,400 phone after being told by an actual Apple Corporate employee that what he’s trying to do not only is unnecessary but dangerous!

I was getting so anxious at this point and I didn’t know what to do, so I called my mom to get another opinion on if I should even let this guy try to fix my phone, but as soon as I put the phone to my ear he said “oh god, what are you calling Apple Care again? I already told you, no matter what happens you are not getting a replacement device”, and than he throws my phone back down on the bar, rolls his eyes, and walks away...

I was taken aback by this employees complete lack of any customer service skills but also lack of any self control. After talking with my mother for 3 minutes he came back over and said “it’s obvious you’re not actually here for any help and just want to fight so I’m going to have to ask you to leave!” I was in complete shock. I have never, ever been asked to leave anywhere in my life, and to have it happen while I’m in the store trying to have a 3 month old device serviced, and happy to pay for it! Instead, I collected my things from the bar, with tears running down my face from the anxiety attack this employee gave me.. I guess this is Apple in 2019. I went to ATT & bought a Samsung...

I came into the store with my godfather to purchase a computer.  My god dad requested help with his computer from Scott. Scott opened the conversation stating that he can not help him if the issue is extensive, which I understood because they have the Genius Bar and other products to help people. My god dad is a senior 90 years of age and he usually finds really good help because he brags about this location quite often. Scott did not setup an appointment or offer any classes to my dad. The question was referring to an update that popped up in the upper left handed corner. Scott remedied the issue by telling him that if he wants to download it he can or just opt to not download it. It was very dry and he proceeded to help someone else. I was a little disturbed. I watched to see how my God father felt about it and he said that I guess he doesn’t really want to help me. It was the same feeling I got. I approached him again and expressed that he seemed to not care and that we were also looking to purchase a Macbook. I told him that it was obvious that my dad was not clear and asked if they have other services that can give him the attention that he needs. Money was not an issue ... we were coming in to purchase another Macbook in addition to the one he had questions about that he purchased a few months ago. Anyway he aloofly responded, yeah he can get that kind of help and I can get a sales man to help you 15 minutes. He never explained what options it was just clear he didn't want to be bothered which is what I expressed again at the end of the conversation. I asked someone for information on how to write about our experience to the company and because Scott was the General Manager... no one wanted to get involved in what seemed to have become politics. There was an asian guy by the name of David we asked as well and he blatantly said that he doesn't want to get involved and doesn't have to give up his name and promptly walked away... it was weird and rude. I don’t know maybe they were tired and cranky… but it was excuse … there were too many other reps in to the store to do a pass off if you couldn’t deliver. Sometimes guest could take you so use each other to pass off the steam maybe. We weren’t anything like irate customers at all… no yelling just expressing how we felt. We always use this store and spoke about the great customer service. I don't know what is going on but if the Manager is like that I see why the guy felt it was ok to just walk off... oh and get this lol… upon leaving the store David nodded his had back looking at me as if to taunt me lol… Why would you think that that is ok!? You just walked away from me rudely and nod your head head as if you wanted to physically fight standing next to an officer might I add just awful lol I wonder if that was ok because I was a black dude at that point. It was nuts… Anyway we purchased computers in 2008 and 2009 and were coming back to upgrade our vintage computers. I’m not spending my money in a store like…I didn’t let that stop me from using apple. I went to Columbia and the team was great! My god dad started of with his question they sat and answered him then I purchased a MacBook from a team member that conversed with me for about an hour and a half. Terrible apple Towson it was unacceptable on too many levels. It’s ok to spend 2 grand on a MacBook but don’t have a question about the product you’ll see the color melt away to reveal the true...

THEY ACCIDENTALLY RECYCLED MY MAC MINI INSTEAD OF REPAIRING IT. Please, everyone, be forewarned by my experience, back up all your info, pics, etc. on your tablet, laptop or PHONE before taking it ANYWHERE for a repair. The reason for my “2-star” is because the tech I used was really good, understood my problem, diagnosed the Mini the same as I did (a failed hard drive) and the manager ended up giving me a brand new Mac Mini at the end of this experience. I won't slight them for not putting in the effort and, generally, resolving the issue. The tech even offered a solid-state HD option with a place down the street. I took it there but they said my machine was not “vintage” and they would put in the same hard drive as what Apple would put in (but for more $$$). They recommended me back to the Apple store. No biggie, good to know. Back to the same Apple store the same day. I checked in and dropped off Mini for repair. I asked if I get a receipt, they told me “no” ... but showed me on screen that it was “in their system.” They had to order my part and it would take 3-5 days for the repairs. 2 days later I receive an email saying my part is in and to bring in my Mini. I called them and told them that they already had the machine. They then confirmed with me that they had my machine. The day after that I get a PERSONAL call this time from the Apple store again saying my part is in and to bring in my Mini. Another call to this Apple store and I could not get an immediate answer. Later that evening the manager on duty called and apologized for the length of time it took for her to get back to me. She said she pulled the security tapes and saw that I had brought the Mini in when I said I did, handed it over to an Apple employee and it DID get into their system for repairs. But, by what she said, the person who brought my Mini into the back area for repairs was holding someone else's device that was supposed to be recycled. Long-and-short-of-it, you probably guessed it, hands got crossed and my Mini was pitched into the recycling pile, most likely, before I hit the door on the way out. The manager confirmed that she was able to see on video the person who brought my machine to the back area do just that. They must have cameras back there too. Again, more apologies by the Apple manager. They ended up giving me a new FREE Mac Mini comparable to what I had + a $50 gift card. Now I have to start loading everything back onto the new Mini. It was just all the leg work that I had to do to prove that I brought in my Mini that was the pain. Once telling me they had it, a second time they weren’t sure, a third fessing up that it had accidentally been recycled. Without a manager who took the time to review security tapes, confirm what I was saying and be honest about it, I most likely would have been up-the-creek. Use my example WHEREVER you go for your repairs. Back up things, put them on the Cloud ... do what it takes. Otherwise, your tablet, laptop, or PHONE that is going in for repairs could be pitched into the recycling pile before you get out...