Apple Los Cerritos — Local services in Cerritos

TL;DR: Store took a week to just look at my device and then told me that I had to fork over 600 dollars on an additional repair in order to get my original repair done. Gave me information contradicting that of apple support and never even looked at my macbook afterwards, but the apple warehouse had my back and repaired it without this Apple store's knowledge!

Made an appointment with them to get my Macbook Pro repaired because I wasn't able to connect to the internet. Talked with the representative and he was extremely nice and worked with me on the issue. My Macbook had damage to the touchbar and the representative documented it and asked me if I were to want it repaired. I declined and he said that it was no issue. He suggested a firmware revive, a process that he stated should only take a day, two at most, and if that doesn't fix the issue then he would have to send it out to the Apple warehouse to get it repaired. An entire week passed with no word on my Macbook and I attempted to call them multiple times, but no one was answering. I contacted apple support where they also tried to get their hands on them and still no answer on their end. When I came into the shop a couple hours later they stated that they still have not done the revive and that I would still have to wait 2-5 days. The day after, they contacted me letting me know that the revive did not work and to ask if they could send it to the warehouse. I accepted and the next day I was contacted yet again from the warehouse asking if I wanted the touch bar repaired, and if not then my macbook would be sent back without a repair. I was confused as my Macbook was still covered and I contacted apple support where they informed me that the original repair will still be done, but if I decline then the additional repair of the touchbar will not done (a $600 repair). I was happy with that, but then they said "Let me double check with your apple center first". They called the Los Cerritos store where they (surprisingly) answered and told me that unfortunately they won't be able to do the original repair for the wifi, completely contradicting what the apple support person stated. I reluctantly agreed but asked if the genius members could take another look at the macbook to see if they could do anything to repair it. They again called me the next day when they received it and said that it was still not repaired and that they could not do anything as the wifi card and touch bar were part of the "logic board". At this point I had already started researching these macbooks in hopes to be able to do the repair on my own as I do electronic repairs and had already ordered the wificard to replace, so I know that this wasn't the case and they hadn't even looked at it. I then picked it up and went home to test it out, and to my surprise the apple warehouse repaired the issue and all wifi connections were working perfectly. So not only did they tell me that they wouldn't repair it which had me order the part I needed, but when they did receive it they didn't even look at it again and just told me that it...

First of all, the workers here have a very poor attitude. Do not speak to the managers. I spoke to a manager and I think his name was like Rent. I honestly don’t even remember his name because I was so shocked. But he was extremely unprofessional. They refused to apologize and REFUSED to listen/understand the customers pov. It’s useless because they are extremely passive aggressive. The way this manager speaks was extremely condescending. I found it unbelievable that he’s a manager because he made the situation worse. 0 solutions, 0 empathy, 0 quality customer service, 100% attitude!!! They PURPOSELY indirectly mock you and make sarcastic comments. When you state your problem, they will confidently gaslight you. The manager indirectly told my sister that it was basically her fault for not communicating her concerns properly. I was extremely taken aback when he refused to type his name into my sister’s phone when she asked for it. He was basically indicating that we were being dramatic. The entire time we were talking, he wasn’t even listening from the start. He kept saying “You’re cutting me off” when he was also cutting off my sister while she was expressing her concerns. The manager was basically starting a competition of who’s right and who’s wrong. We also both clearly established the fact that we understood that doing factory resets is a basic protocol. The worker who was helping us confidently proceeded to do a factory reset before it escalated into this mess. Before he continued, my sister clearly asked if her app’s data would be fine and expressed that she might need to back up her files. However, the worker went through with it assuring that EVERYTHING WOULD BE FINE. He lied saying he had no fault in it and supposedly wrote it in his notes. My sister lost all her important notes. They refused to apologize til the end. The manager had such an attitude til the end and sarcastically told us we could file a complaint on Apple. In fact, the manager was so overwhelmingly rude that the worker who deleted all my sister’s important notes was suddenly likable. They were so confident and rude because they know nothing will happen to them. These workers look down on you. They get paid for giving you an attitude and BEING ABSOLUTELY UNHELPFUL. Things could’ve ended off on a good note if they had properly and genuinely apologized. Based on previous comments here, all the managers seem to have an attitude. I can clearly see why. They’re only nice to you as long as you quietly purchase the products and have no issues. If you have an issue, I guarantee they will gaslight you. If they can’t do their jobs properly, AT LEAST OWN UP TO YOUR MISTAKES OR LEARN HOW TO ACT LIKE YOU CARE!! Never in my life have I ever received such horrible customer service! Do yourself a favor and go to a different Apple store. You’re just going to be treated like a crazy person here. I recommend the Apple stores in San Diego or Brea. Absolutely terrible experience and will never be going back to...

False information and lies just to get me to leave.

Been here twice with an LCD blanking problem (screen goes completely black, but computer still runs) on my mid 2011 27" imac. These are the Macs that are part of the quality program to replace the GPU (graphics card) - known as Apple's "recall" program.

First time they replaced the LCD. On this visit the technician did a plethora of tests while I waited about an hour. He told me that my computer was part of the quality program because of the graphics card problem. The work order he had me SIGN and AGREE to stated replacement of the GPU. I came back four days later to pick up my computer and they instead decided to arbitrarily replace the LCD AGAIN and without my authorization. Nowhere on the work order authorization did it state anything about replacing the LCD.

I asked for a supervisor (I don't think they really have any that interact with customers directly). The "supervisor" said that the technician that helps customers at the Genius Bar only perform initial tests on machines and that the "second level" techs (they work somewhere inside the walls I guess) determine if a part actually needs replacement or something else.

The two ladies pawned me off to some guy who continued to tell me my computer was not part of the recall even though I'm having the EXACT issue that requires replacement of the GPU. In FACT, I showed him the Apple forum post that specifically states these computers are included in the quality program (recall).

There was no winning this battle, and so I'm in the process of filing a complaint with the Better Business Bureau. Apple intentionally performed work on my product without authorization and ignored the fact that my product was included in the quality program.

I guess I'll be back in a couple months when the screen goes black and I'm finally out of warranty and out of the quality program time parameters. Horrible operation going on here without supervision of ANYBODY.

They also took my power cable when I dropped of my computer and forgot to give it back to me. First, they tried to tell me that they don't take power cables, and I agreed, but it was their mistake. Then they wanted me to drive 40 minutes to get another. Eventually, and another supervisor, said they would two day FedEx it to me.

Now two days later and after one hang up and several employees not knowing what the heck I was talking about.... they tell me I have to wait two more days - most likely because they didn't send it out in the first place when they promised they would.

Horrible service and overall unsatisfactory operation combined with non existent training...