Apple Southcenter — Attraction in Tukwila

Horrible Customer Service!!

If I could leave a negative star rating I would!

I brought my iPhone 6 Plus in because after the iOS 11 update my phone cycled off and on repeatedly then shut off altogether!

I made an appointment and came in. I was initially told that there have been a lot of customers with a similar issue since the update and Apple recognized the issue and released an immediate follow up update.

The “Genius” rand not one but TWO diagnostics on it and the result was “No issues found. Phone will turn on once charged.”

The “Genius” told me that the phone was “really dead” and may take up to two days to charge.

TWO days!!??

Sine they are “Geniuses” I followed their direction.

They suggested a follow up appointment in 2 days. I was instructed to take the phone home and leave it charging. If it turns on, the appointment will auto cancel. If not come in and they’ll check it again.

So I did as instructed... and guess what? No charge!

I proceeded to come in to my scheduled 2nd appointment and another “Genius” come and sat next to me. He read the previous notes and proceeded to take connect the phone for diagnostics.

Guess what? No issues found. Phone will turn on once charged.”

The “Genius” proceeded to tell me.. “It could be a bad charge port”

Hmmm... how is that if the phone could be plugged in and diagnostics run THREE times?

“My suggestion is a replacement phone”

Well OF COURSE IT IS!

I asked about a faulty battery... “Nope... that’s not it because our technician in the back said it’s “probably” the port.”

Huh?

But your diagnostics (all 3 of them) said nothing was wrong with the phone!

His response? “Well just because it says that doesn’t mean it’s accurate.”

Wait! What?!

So why should I believe your technician (which by the way is behind a door in the back) ?

“Because that’s what he said.”

So let me get this straight... I shouldn’t believe the diagnostics performed in front of me three times that state no issues but I SHOULD believe a “behind the scenes” diagnostics! ??

Something smells fishy!

The phone was not charging... could it be a bad battery? “NO”

“It’s most likely the “logic board”. ?? What??

What about testing the battery?

“Well the three diagnostics didn’t show a battery issue so it’s not that.”

You mean the diagnostics I’m not supposed to believe?!

We can see if it’s the batter but we have to charge you $80 for the battery even if it turns out to not be the battery.

Wait... WHAT?

“Your phone is 2 years old... did you buy Apple Care?@

Oh so now you’re redirecting?

I should have bought a $100 Apple Care plan to pay an $80 deductible for a $900 phone that has, according to your software... NO ISSUES to get it repaired!?

“Yes”

Bahahahahahaha

All this because of an update! Now it’s my fault for not buying coverage for a $900 phone that’s really only good for what? 2 years?!

“Yeah. It’s up to you.. we recommend a replacement for $329.”

Uh huh... I’m sure you do.

Give me my phone. Once agin Apple FAILS to back their faulty product! You have to protect it yourself with insurance!

So... I walk out of Apple and walk outside to an iPhone repair kiosk.

I explain to the nice gentleman why just happened and what does he do? He opens the phone places a new battery inside and WHAT? It turned on!!!

He shakes his head and says “Yeah, Apple is not a reliable company and neither are their techs. They just try to get money out of you.”

I had the nice gentleman fix the phone and it works perfect!

APPLE SUCKS! Don’t waste your time or money if you need repairs. Take it to a third party. Just because it’s an Apple part doesn’t mean...

Going to the Apple Store used to be a pleasant, full end-to-end experience with a single team member for 15 minutes maximum: You buy an iPhone, transfer data, activate the carrier on your device, and hand over your old device for trade-in. Team members were knowledgeable, helpful, and went the extra mile to ensure your satisfaction.

Now, it’s a partial experience with more than a handful of people who perform what a standard point-of-sale device can do.

Today, I went to purchase a new iPhone. The process took 1 hour and 45 minutes.

The 1st team member helped purchase the iPhone. When I asked about the data transfer and carrier activation processes, he provided me the wrong information, which I only realized later on. That was about 20 minutes.

Then he handed me off to a 2nd team member who installed the screen protector. That was 5 minutes.

That person then handed me off to a 3rd team member who would assist with the data transfer and carrier activation. That 3rd team member said he was assisting the whole table. He stopped by a few times to ask if I needed any help, to which I said yes. He guided me through initializing the data transfer process, and then I never saw him again. That was 20 minutes.

Then a 4th team member stopped by, said they were assisting the whole table, asked if I needed assistance, and I said, “Yes, for the carrier activation process.” She said, “Oh, I can’t help with that,” then walked away. I stumbled through the carrier activation process for 1 hour, during which time the same 4th team member stopped by twice more, asking if she could help, to which I said yes, to which she responded, “Sorry, I can’t help with that.”

After the 2nd time the 4th team member asked if she could help and then didn’t, she brought a gaggle of 4 additional team members. They all hovered where I was, watching me complete the data transfer and carrier activation processes. The 4th team member tried to make small talk, which was super annoying while I was trying to complete these processes alone. The 4th team member apparently was annoyed that I was annoyed and started to gossip about other “difficult customers” with her gaggle, insinuating that I was difficult despite having close to zero interaction with her because she was not only unhelpful but now also a hindrance. I eventually completed the processes and handed her the old device.

10/10 would NOT recommend this location, but would still recommend Apple products overall for now. Service might be better at a higher-end location like Bellevue, but I would not bet on it. Their service, just as much as their hardware, was what drew me into their stores. Maybe the substandard service is intentional. If long-time customers like me stop going into their storefronts, Apple can close down physical locations and eliminate those staff members, thereby saving on the cost of employees. I am disappointed to see Apple customer service devolve into a Best Buy. If this is the future, then I will buy...

The worst customer services I have ever experiment. All of them are either do not care about their job or they really think they are genius and have really bad attitude.

Well to make thing shorts, this bunch of incompetent employee make me come here 4 times because they aren't able to write down my appoint and give me the correct times. They also dent my iPhone and refused to admit it is them.

1st appointment the person told me the wrong time. Even when I come early, he could just look in his iPad and check then he know the correct time. Instead make me wait a bit longer, and when I ask again, he say I'm late and it have been Cancel. Seriously?

I had to book a 2nd Appointment the next day early in the morning at 10am, and guess what? This person didn't even write my appointment down. I get there and say I'm not in the system for an appointment. I had to book one there and waited 20 minutes.

I finally get to see a Genius after this. I explains to him and he took my iPhone in the back without even telling me what he gonna do with it and even before I told him to be careful with it. When he came back he was able to remove the Sim Card Tray. I inspect it quickly which is a mistake since I should inspect it more carefully. But at this point, I just want to go home. I Thanks him and went home.

After that I notice a Dent on my iPhone on the right corner that wasn't there. Got freak out and call them up. They said I need to setup an appointment for this. Here we go again. They say they don't have one until 3 days later, so I book that one.

Came back here 3 days later, missed work yet again and confront them about this. Guess what? They did not write my appointment down and say I'm not registered. Wow! Told him I need to see a Genius and I did make an appointment. Then he ask me what's the issue. I told him that they dent my iPhone when removing the sim tray plying the iPhone open. He just make a smirk on his face and told me "Apple don't open iPhone like that." I told him I never open this iPhone or drop it. Told me he can't do anything about it and got the nerved to tell me why wait 3 days to tell them about it. Point out the appointment is only available 3 days later. Told me once I leave the store, it is now my problem like I'm lying. This is one of the rudest and snobbiest employee I have ever met.

At this point I just gave up and said screwed it, I lost tons of money from missing work and waste too much of my times on this. I will never step my foot in this...