Apple The Greene — Local services in Beavercreek

Took my phone in for repair/options at 7:30. I had dropped it and had several small hairlines. — everything still functioned, just cosmetically.

Employee did trade-in scan (computer imaging of front/side/etc) and the system showed $530. She told me this but then said “it may be in error, because a “damaged” phone is less” — the person she conferred with told her to scan again. $530. At this point they talk about overriding to get it to show a more damaged number. Red flag one. You don’t tell a customer “the computer says $530, but I need to figure out how to get it to devalue your product”. — more appropriate would have been to avoid letting me know the computer had put a number on it and letting me know you were trying to adjust downward. — stellar customer service would have been to honor it, or even just submit it and see what happens. Apple is a Trillion dollar company, that’s a drop in the bucket.

I was given the option to leave my phone for repair, $279 — they said they could have it done by end of business. I proceed to do this, and sign the waiver presented for data loss / showing I have a backup. I was asked to come back 8:45pm or so and that the repair should be done by 9:00pm — I chose this option because as my girlfriend said: I could repair it, it would only help my trade-value, and allow me to wait until Sept when new phones are released. I could have waited with the hairlines but it was a pay it now/pay it later situation.

I arrive at 8:45pm and at 9:00pm I am told the phone is still being worked on. 9:20pm or so I am the only customer still in-store and people are cleaning up. I am told they could not complete the repair as the “volume down” button was not working so they could not finish “calibrating” the screen. My options were now presented as to do a full replacement for $600 / trade-in for $210 credit.

The very first response she gave me was to tell me that I signed off on a waiver saying repairs can cause damage / this can happen. — let me quote the repair email though: Problem Description/Diagnosis Issue: Display has multiple cracks. Steps to Reproduce: Observed multiple cracks on the display. Cosmetic Condition: VMI passes. Front display has multiple cracks. I do not see other physical or liquid damage. Proposed Resolution: Replace display, at 279 plus tax. verify no further issues are present after repair is completed. Customer is aware repair cost and repair time. Customer is aware the repair will be halted if any liquid damage or damage unaware at time of check in is found. Customer is aware of potential data loss. Customer aware that if repair is halted that we will return the device in the same condition or at replacement cost.

Nothing about my product being returned in worse condition.

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I state that before I came in I had the option to continue to use my phone for the next 5 months. Now I do not. I stated that I didn’t have the option to leave with phone. She asked why not/ told me that was still an option. — I was told they couldn’t finish installing a new screen because they couldn’t calibrate it / go into diagnostic mode — so how could they could put my own screen back on get through calibrating it?

She told me they “no” couldn’t validate the integrity of the repair. — Red flag two. Communication is either poor amongst the parts of the team, or the story is changing to suit their narrative.

She tells them to put my old screen back on. And 10 minutes later I have my phone sitting in front of me, the hairline cracks are now full-on crinkles and...

Hi I went today with my apple iphone6 which is 6 months old. The phone does not hold charge and I have to keep it charged to have any good use of it. I had to wait for more than an hour and half . Then some one says it is my turn for service and make me seat at one of the tables. I had to wait another half an hour to get the service tech. Then comes the mighty tech named NICK. I explained to him my issue. Then he does some diagnostics and comes out with the following great findings. He says the phone held a charge at 75 % when it was not used at all. Great!!!. Then he says he sees no issues with the battery life. He shows some usage stats. It says safari used some 20% gmail used some 19% and so on and everything is great. I asked him to show the usage in minutes. Then comes the following stats. Safari 10 minutes, Voice calls 10 minutes, Gmail 8 minutes, Internet radio 3 minutes, messages 1 minute. In all they accounted for 48 minutes of usage. My phone battery was showing 29% then. I ask him if it is OK for 46% drop in battery charge for a 48 minutes usage out of which voice calls are only 10 minutes. He says that is perfectly normal. I ask him if I should expect the phone to be totally dead for a 100 minutes usage. He says that we can talk in circles and nothing much is going to change as he says no issue with the phone. I ask him to call the store manager. Then comes another great person. She introduces herself as the Store manager and her name is ANGELA. When I tell her that battery life is bad, she says the same thing , as what NICK said and says we can talk in circles and nothing is going to be done as there is no issue with battery life. When I tell her that their service is bad, she asks me to call apple 1800 my apple and talk to them. Real guts and what a way to deal with customer complaints and apple phone 6 battery issue. Time to close down the store or pack these two out of apple service . I am going to post you tube videos of my phone battery life. I will also write to apple management about these customer disservice /annoyance team at Greene. Time for closure. Time for store closure.

I have my own doubts if ANGELA is really the store manager or this duo is bailing out each other on service issues. Her conduct seems to be that of a naive and arrogant intern. But the fact is customers are suffering because of bad service people. If they can't address customer issues they should not be in service department. They should be in non customer facing departments.

Time to chuck...

My phone was under warranty and working with Hunter I explained to him I had a lot of pictures and I did not want to lose them. He insured me that we would get all the pictures uploaded to the iCloud. I also told him if the pictures couldn’t be uploaded I would be willing to purchase a phone that evening. After being at the store for over an hour or so it was close to 8pm and the store closes at 9. The phone was not loading my pictures to the iCloud fast enough. Hunter told me he would get me the loaner phone and let me go and he would continue to upload the rest of my pictures. I trusted him to do that knowing I explained to him I didn’t want to lose any pictures. He said he would take care of it. So thinking it was ok and safe to leave my phone I left, and knowing what I know now I WOULD OF NEVER LEFT! I checked my iCloud a few days later and the only pictures uploaded to the iCloud were the pictures I sat at the store with him uploading. I called the store immediately and got the run around! I waited over 10 minutes for someone to answer the phone and when I finally got someone to answer I spoke to an employee named Casey and I told him the situation! He informed me that once a customer leaves the store all information, pictures and contact information is supposed to erased off the phone and sent out! Now knowing this I am extremely upset! I then told the situation to him and he informed me that Hunter is not suppose to do what he told me he was going to do, it was against store policy! Casey told me he was going to stop repair on the phone and send it back to the store to see if the pictures were possibly left on the phone! I waited a few days and called again to the Greene! To find out that repair was never stopped and that the phone was repaired and being sent back! So now! I have no pictures of my deceased mother! From her last days I had with her. This has been the absolute worst experience I’ve ever had with a company!!! Not a single manager or supervisor has followed up with me regarding this issue! This will be my last Apple product! I also think it’s absolutely ridiculous that you can not call directly into the store to speak to someone! I asked an employee for a direct phone number to call in and he replied back saying they don’t have a direct number to call in due to COVID!! I’m pretty sure if anyone calls in you are more then 6ft apart! And all the employees that stand around or just cleaning the display iPhones and other products they could...