Apple Avalon — Local services in Alpharetta

Bad customer service! I made an online appointment to replace a battery on my phone. When I showed up, had to talk to 3 different people to get checked in. No rhyme or reason, they just pointed at the next person I had to chat up to get the next person and so on, until I was told to wait around a particular table. The whole process is confusing, all these Geniuses just standing around, talking to each other and I had to wait there, even though I had an appointment. At some point, someone approached me and asked me to turn off the Find my phone, after which he proceeded to run diagnostic on my phone. Once it was completed, he handed me the phone back and said that I would need to come back in several week, since they didn't have the replacement battery ready.

Well, I wondered why I had to make an appointment, take time out of my busy day to just be told this, but he said that was the process. And the reason I had to bring my phone for diagnostics is to ensure that it wasn't stolen!?

So, I leave without the new battery and wait for them to call me back a month later. When I came back, I had to perform the same weird Dance of the Geniuses, as they played human ping-pong with me sending me from one side of the store to the other. After my sacrifice was accepted, I was given a spot to stand in and wait for the true Genius who will replace the battery. The Genius arrived, took my phone and told me that it would be 2-3, maybe 4 hours until ready. Having overheard another Genius tell the person ahead of me that they would email them when the repair was done, I asked for the same courtesy, but my Genius told me that they don't do that. Funny.

So, my third visit was going to be the charm, as I finally came to pick up my phone with the new battery in it. Having quickly performed the Dance of the Geniuses (I am a quick learner), a Genius appears in front of me holding my phone and another (new) phone. He informs me that due to the "water damage" to my phone, they can't possible put the new battery in, but he's got this genius idea that he could hook me up with a new phone, if I could only pay the full price for it. He had to explain that to me twice, as I couldn't believe my ears.

Instead of the $29 battery replacement, I could have a refurbished phone for $300. Still not believing what I heard, I asked if they could just put the battery (that I had to order and wait for) into my phone and I take any responsibility for the "water damage", but no luck. Then I asked if I could just pay for my battery and leave the store and I would install it myself and was told no. They couldn't sell me the part!!

So, after 1 month and 3 frustrating visits, they were not able to do a simple battery replacement on my phone. Wow. One star is 1 too many...

Review of My Appointment at Apple Store – Avalon 8130 Avalon Boulevard, Alpharetta, Georgia 30009

I am writing to share my experience from my appointment at the Apple Store in Avalon.

Upon arrival, an African female associate holding an iPad gestured with two fingers, seemingly directing us toward her to address our inquiry. Shortly after, an Asian female employee escorted me to her station to assist. Unfortunately, the overall experience fell short of expectations.

During our conversation, she was repeatedly interrupted by other employees and even left her station to help a colleague. This made me feel like my issue was not being given the attention it deserved. I had driven nearly 50 minutes to arrive on time for a scheduled appointment, expecting a focused and professional approach to resolve a technical issue.

I politely told the associate that if she was too busy, I could leave my iPhone with her and return later. She asked why I wanted to leave, and I explained that if she could work on the issue, I would be happy to return after grabbing something to eat. However, she told me that if I left the store, I would need to book a new appointment—something I found frustrating.

When I asked her to focus on the issue and whether she could fix it, she asked me again what the issue was. I explained that I needed help resetting an iCloud/Apple ID account and that a 28-character code was required. Apple Support had informed us over the phone that this could only be done in-store for security verification.

She then asked for the original purchase receipt. I told her I had purchased the iPhone from AT&T and could show the digital copy online. She insisted on a physical paper copy and said that without it, I needed to contact Apple’s online customer support. I reminded her that we were sent to the store specifically because Apple Support had said it could not be resolved online.

Her response was that the store didn’t have the authority level to access or reset that information, and only Apple’s phone support team could assist with receipt verification and unlocking the account. I’m not a technical expert, so I can’t say whether that’s true or whether it reflects a lack of training or initiative. What I do know is that the level of customer service I received—from the moment I walked in to the time I left—was disappointing.

We will be contacting Apple Support again by phone to continue trying to resolve this issue, but I left the Avalon store feeling frustrated and let down. Apple has always represented excellent service to me in the past, and unfortunately, that standard was...

As an avid apple user...I hate to write this review. A couple months ago, I went to the apple store because my macbook kept over heating, running out of battery (would go down 20% in 10 mins) the fans would run constantly for one app or tab. When I went in, the person was like well do you shut it down every time. Like yes, but who does that if they need it 5-10 minutes later. I wasn't going to shut down my macbook to go to my next class. I have also been really careful with this macbook. I have the macbook pro- which is designed to run heavier applications than chrome and spotify. But it was underperforming a macbook air( I got the higher ram and storage as well). Spending a $1000+ on a macbook with upgrades just for it to do what the air does it honestly stupid. So I took matters into my own hands and started only having 2 tabs/apps open at a time or constantly being near an outlet to make sure it wouldn't die. I also noticed that there was a lot of dust that was starting to collect under my keys and in the vents, so I used dust cans to see if it would help, which unfortunately, it did not. So I asked apple chat on the website since I couldn't get a hold of anyone at the apple store or customer service. Apple chat said that the store cleans keyboards, so I went in and asked. Knowing I would get a 50/50 response. Of course the person there said they don't clean keyboards but started trying to get me to buy a new one. Like as much as I understand that as being someone who works in retail. I think it was kind of stupid, especially since they didn't have any new macbooks or ipads out (this was before they came out). And it's not like mine was too old, a 2020 macbook shouldn't be acting up this much. I was hoping they would clean it since I didn't want to risk taking it to another store and having it damaged. And recently one of my keys popped off, and I called the store, which the first time they transferred me to someone and then the call ended, but the second time I called, Dhwani (thank you) helped me so much and she said that the apple store does fix that. So, I'll update this review after I find time to go since I have to go out of my way to get to Avalon.

Still highly disappointed though...they really need to go back and check on some of the people they hired, since some are quite rude.

Edit: They quoted me a few hundred (more than $600) for the key and said I rather buy a new MacBook instead. The price is actually insane, I rather live without the key...