Apple Syracuse — Local services in City of Syracuse

This is the worst Apple Store I have visited ever. I arrived here to pick up my brand new iPhone 17 Pro Max which I pre-ordered. I was fine until I saw my brand new phone box was intensively scratched and dirty with the sealing stickers on the back of the box already peeled off... An employee there said as if it is not a big deal that another worker back in the genius bar intentionally opened it to check if my phone was okay since the box was damaged and dirty. They didnt even asked me whether it is okay for them to peel it off. They just picked my phone up somewhere in their storage, and then peeled it off and opened the box to do so called "visual inspections" prior to showing the product to me. I became speechless of the fact that their face never showed any apologies and that they just dont care because it's not their phone. Customers like me have the due right to enjoy the whole unpacking experience, but someone back in the bar already took that opportunity from me without my consent. I dont know who in the world would sell this kind of used-like brand new expensive phone in a crappt condition to their customers, which implies that poor outer condition of the product might not be the store workers' fault (it might be logistics personnel's fault), but it is employees' responsibility and professionalism to sincerely apologize to their customers first for this such disappointing and very unpleasant experience. On top of that, they said my refund date will expire on the date 2 weeks from when I pre-ordered it instead of when I received it hahaha. I had to search the return/refund policy in the OFFICIAL apple website to show and read word by word to them to say this is not right. And then they extended the return date to a month from my receival. Isn't this crazy? I asked for a replacement and they said they dont have any more stock for my product. I got out of that store with my brand new phone in the crappy dirty box, and returned it to the apple online, not this disagreeable and unprofessional store. I had to encounter and deal with very unkind employee here at Apple Syracuse a year ago when my Airpod pro 1 was not working properly. Considering my comprehensive experiences here, it is definitely a NO-GO-ZONE for anyone who wants to repair or buy any apple products with no offense. I would recommend just go to other Apple Stores if you want to be happy with buying your new products, which absolutely is the feeling that must be guaranteed to customers. But if you are okay and indifferent to any of these, it is your decision to go here and possibly experience very bad and...

I wasted six hours of my day for them to finally tell me that they don't have my phone in stock. My iPhone 6 Plus started acting strange around noon. The touchscreen was not working and the upper portion of the screen was flickering. I would be leaving on a business trip the next day and thought I better take care of this before I go. I was 20 minutes away from the Apple store so I thought I would stop in to see what they suggested. The person I spoke with was very nice and told me that this is becoming a common problem and they will need to replace the phone. He said take it home to back it up and come right back, we can take care of it today. So a 45 minute drive home to back up the phone (35 min) and a 45 minute drive back. It is now 4:40 and I am told it could be an hour and a half wait. At 6 o'clock I was given a stool to wait at and listen to everyone else's problems. One in particular transactions stands out to me as the customer I was repeatedly snapped at by the Apple employee who kept repeating "Patience is a virtue". After sitting there for 22 minutes I went back up front to ask if I was still on the list to be seen. He assured me I was in the right place and upon returning to my stool found the attendant quite bothered that I had moved from the table. After looking it over he informed me that they would need to replace the phone and that they don't have any in stock. This would have been much better received had it Bendick disclosed to me when I first drove here several hours earlier. I explained to him that I will not be able to come in on Monday as I will be out of the country. He laughed for a while again and when he came back he said good news, you can just go to the Apple Store when you reach your destination and they'll help you there! The amount of my time that was needlessly wasted is absolutely ridiculous and disrespectful. I find it hard to believe that they are trained to treat...

I must say this was the WORST Apple experience that I’ve ever had. I started my MacBook Pro repair journey about a year ago when the screen got damaged. Now the outside glass did not get damaged, it was the inside screen only!

When I went into my local Apple Store, I explained that the computer ha don’t been dropped, slammed on the ground or on a desk/countertop for that matter. I simply had put my computer in a safe place on a shelf and came back 30 minutes later to a broken screen. The associate that I spoke with at the time gave me the price to get this fixed all while talking in a condescending tone and almost blaming me for the damage when I reexplained that I did not cause this damage and the computer was under warranty since the computer was not even a year old at this point. Going back and forth I was not getting anywhere, so I left ver displeased.

Fast forward to 12/23/24 when I came back to drop the computer off to be repaired. The associate Jaesol, was not any better at explaining the whole process and mentioned that “I got what I paid for”. I also work in the customer service industry and I would never speak to a customer this way. His comment was quite rude and unprofessional.

Today, this morning on 12/24/24 I had received a call from the Apple Store saying that my computer was ready for pick up. Which has honestly been the only positive from this whole experience. Once I got into the store, I waited for someone to bring my computer back out and once I was going to pay for the repairs that were done it was not what was mentioned from the day before. Nonetheless I was again very displeased, Jaesol came out again and mentioned that “I got what I paid for” and that was that.

I do not think that I need to go further into my displeasure with this experience. I had considered getting a desktop computer from Apple but now I have seriously reconsidered that option and quite honestly may NEVER go back to that Appel...