Apple Augusta — Local services in Augusta

I had never been in the Apple Store since I had no problem with my products from them except my charger. I'm on number 3 now. I was looking up a recall on baby wipes on Google and a recall on my apple device came up! I was shocked because I hadn't heard anything about this. I checked out the info and it was a battery issue and that is exactly what was going on with my current device. It would be fully charged and all of a sudden it while dwindle down to half or less than that in seconds. I was confused! So I decided to go to the Apple Store instead of my phone provider.

Let me just say I didn't l know they could access all my info from my phone provider and all that. As I walked in I was greeted instantly by one of the many employees. I told him my issue and he directed me to another employee to add my name to the list to be seen by a Genius. I waited about 15 minutes without an appointment. I didn't want to schedule one because I didn't know when I will be able to make it to be seen and didn't know how it worked exactly. Many people say they had to wait longer but I didn't experience this.

I did meet another customer who was highly upset about her mobile device and came in rolling her eyes at me, but after talking to her a while she calmed down and explained her situation. She had been in 3 times about a battery issue for her phone which was her daughter's old phone. She had it serviced by an unauthorized dealer and Apple wasn't going to service it due to that fact. She did she a Genius but I don't know the outcome of her situation.

Back to mine------It was my turn to be seen by a Genius. I explained my situation and they checked it out. Telling me it was a battery problem but it was due to my negligence, and it was $79 to get a new battery. That was fine with me as long as it would stay charged. But the guy who was helping me suggested that I look at my upgrade date to see if it would be better for me to buy a new phone instead of buying a battery. In fact, my upgrade date was available and they would pay me $85 for my current device. All that sounded good to me since I thought my upgrade was in October.

So I was handed off to a retail specialist. He went over a few things with me and answer several questions about my device, one of them being how to use iCloud. He showed me how to use WIFI and back up my device with iCloud, which I had no idea how to do. I had never backed my phone up so it was about 4 hours to complete. The mall was closing soon and couldn't wait that long. He suggested that I either back it up somewhere else or just erase everything and start from scratch. I didn't want to do the latter because I wanted all my pictures, contacts, and personal info on my new device. But my current phone had to be wiped clean of its data before I left the store with the new phone. So I decided to wait and do it another time.

My first experience in this store was smooth and went without problems from the staff. I definitely will be back to ask anything kind of questions I have with my device since they know just about everything about them!!!! This one experience has made me an Apple customer for life. Now let's see if I can get the rest of my family on board so I can Facetime with them...

Went in on the 19th of Dec around 745 and was passed off between 3 employees only to be turned away as there was no time left to get a screen replacement done on my daughters Iphone. Told us to come back tomorrow. Apparently you can't just fill out some paperwork and drop off the phone. So we came back the next afternoon 20th of Dec around 2:00 pm once again got passed around, answered a few questions not sure why they want my daughters apple id and password for a screen replacement. So after that was complete I was informed that it would be approximately 45 min before we could see someone to drop off the phone and fill out the paperwork. Then it would be another 1-1.5 hours before the phone would be ready. So we could leave and come back when they texted me.

Still confused as to why you can't just drop off the phone, I can drop off my Land Rover at the dealership why not a Iphone at the Apple store?

So we take the phone and head off to the mall. So first thing we find as we head to the lower level? A place that repairs Iphones for $55 less and will have us done in 30 minutes!

So we drop off the phone, no fuss no muss no need for username and passwords.

Come back 30 min later and the phone looks as good as new functions perfectly and all is well.

Your customer service plan/approach is horrible at Apple you cost yourself a paying customer. Sending us out to your competition, not a brilliant business plan. I do however appreciate that you saved me time by doing so and $55. Probably should give you a second star for that....

Best part is as I am backing out of my parking spot I get the text that you will be able to see us shortly. We already have a repaired phone in hand. So I texted back cancel, got the message saying Apple would no longer text me. I got 2 more texts telling me to come in, replied cancel each time and got the same message. Luckily the third time is the charm.

Take a hard look at how you are doing business and treating people it's not working as well as you think.

The feeling your customers are getting or at least our take on it was we interrupted social hour and were unwelcome guests. Lots of employees engaged in chatting with each other, and sending you on to see someone else instead of...

This is a good one. I went to the Apple store to replace a lost airpod. I brought the case and the remaining airpod with me. I even had a PayPal receipt from when I bought the airpod online at the apple store. I wanted to surprise my wife with it. I arrive at the store and wait the usual amount of time. Finally two ladies come over to help. They have a computer issue and ask if they can take the airpod to the back. I said that's fine. They come out a while later saying that my airpods are fake. Naturally, I'm pretty surprised by this. I show them the PayPal receipt and they said since it's not an apple receipt it doesn't mean anything because it doesn't have the serial number. That makes sense. They say I must have bought them from a scammer. So I do some digging and find the apple account that I ordered the airpods with. I pull up the order history on the website and voila there are my airpods with an invoice with the matching serial number with the order date matching my paypal receipt. They are then able to bring up the order in their system (suddenly?). They take it to the manager. The lady then comes back to me saying that the airpods are certainly fake because my remaining airpod doesn't fit in one of their cases and because my case has a bounce to it when it opens. (Apparently 3 different techs confirmed this) They have been very rude at this point, I guess because they assume I'm trying to scam them which makes no sense to me because I'd be paying 70 bucks for a single airpod that apparently doesn't work with "fake" airpods anyways. So finally I'm fed up and about to leave when a different tech very kindly sits down and listens to my story. He brings a case out and my airpod fits just fine in their case. It even charges and everything. So he sells me an airpod for the 70 bucks that works just fine. He was very understanding. So the reason I give this one star, is because they assumed I was trying to scam them, and even after giving them every ounce of proof possible they wouldn't believe me and I guess were making stuff up to get me to leave. But I did (eventually) get the airpod. But now I wish I had just gotten some better earphones...