Apple The Promenade Shops at Briargate — Local services in Colorado Springs

NEVER SHOP HERE!!!

I bought a $4,000 M3 Max computer from Apple. The "Mac expert" sold it to me with a 30 day warranty. That was a lie. It's only 14 days. The computer also had a broken speaker immediately. When I brought it back to return, the 30 day warranty that I was told I would receive on the computer, apparently was only a 14 day warranty, so it could not be returned. I spoke with the genius bar and the technician told me that damed/problem speakers is a KNOWN issue with this model from Apple, as well as moving parts I believe, and they still wouldn't take it back. So, I was forced to pay another $400 for AppleCare to fix a broken speaker that was APPLE's FAULT. They wouldn't replace it, and I got it repaired, and it STILL has moving parts inside (just from running a finger along the backside). I got the computer back and the speaker no longer pops at least, but you can still feel the loose or moving parts inside, and this is inside a MacBook Pro that costs 4k+.

After a 5-6 months or so, I finally was able to get in to see the manager. It was an absolute joke. He told me I needed to show him all my chat receipts, phone calls, etc. to Apple to prove I've been dealing with the issue. He gave me basically two minutes to try to show him the 5-6 months worth of dealing with customer service. Then without even opening the computer up to look at the internals, he said something along the lines of, it's satisfactory so we can't do anything for you. It was his subjective opinion, so I'm guessing he took one look at me and decided he wasn't going to help me. Almost every Apple agent I have talked to ESCALATED the situation because they weren't able to help and understood I have a damaged computer. The manager was rude, impatient, and disrespectful, all while I'm rushing to pull receipts from chat receipts that span over months, not days.

So evidently, there must be some sort of policy where customers have to prove that they have wasted 5-6 months time in order to get any real resolution. Why else would the manager ask me to present evidence; evidence that would take me an entire day to collect? Is this what Apple has become?

I have wasted days and days trying to resolve this (get it returned or replaced), but none of their customer support has the ability to actually help me, regardless of my AppleCare (help that would actually resolve the problem).

After finally filing a report with the BBB, they reached out immediately to try to resolve it, and after a week, they said I have two options, get it repaired at the store again or send it in to get repaired. Oh, and if there is something wrong, I would be responsible for the costs. They won't refund my money or replace the computer with, I'm guessing, one of the few M3 Max models that don't actually have problems. But, with their new models, why would Apple take it back? My speculation.. greed.

I have been a lifelong Apple customer and will never by another Apple product in my lifetime. This is the greediest company in the world in my opinion, but won't be profitable for long if they treat their customers the way they treat me.

I'll never buy another Mac, iPhone, iPad, Apple Pencil, Apple Watch, etc. for the rest of my life. A lifetime of Apple products is probably another 100k at least. Wave that money goodbye, Apple.

A customer support executive reached out to me after I filed a BBB report and gave me the option of getting it "repaired" again. I would have to pay the fees and costs associated with any fixes they make, be without a computer for however long, and most likely get it back with more problems or the exact same issues.

This has caused me so much frustration, that I would rather leave up my Better Business Bureau formal complaint against Apple to try to warn people than deal with Apple at all.

I could go on and on about how much time of mine Apple has wasted, but it should simply be unacceptable for a company like Apple to get away with this.

STAY AWAY! SAVE YOUR MONEY!...

This week, I went into this store to buy a computer. I knew exactly what I wanted, didn't need to browse or ask questions, just needed to make the purchase. Told the greeter at the door why I was there, and was told to go stand over by the wall and he'd send someone to me. 15 minutes later, I was still standing there waiting. Meanwhile, there were five (yes FIVE) employees standing near the front, doing absolutely nothing but chitchatting with each other, and they'd been doing it for quite a while. So I asked if one of them could help me and I pointed out there were five of them standing there, seemingly available. One of them rolled her eyes, looked at her iPad and asked my name, then curtly informed me I was "next" to be helped. Okay...so...um...which one of you can help? "No, not us, you have to wait for the person who's assigned to help with that," and then she turned her back on me and walked away, while the other four went back to chit-chatting. Yeah, that rude dismissal left a bad taste in my mouth. The store wasn't that busy, compared to how it is most of the time--quiet enough five employees apparently had nothing to do. Meanwhile I and a couple of other customers were left to twiddle our thumbs and grow increasingly frustrated.

Finally, about 15 minutes later, someone came to help me. This guy, I kid you not, stalled and beat around the bush, basically doing everything he could to get me to do this sale online. I asked if they had the computer I wanted in stock. He looked it up and, yes, it was in stock. Okay, so...? But, nope. He tried to talk me out of trading in my old one (which I had indicated I planned to do) and selling it on Marketplace or somewhere else instead. No, I have my reasons for wanting to trade it in, so can we just get on with it? Then he tried to tell me he wasn't sure if Apple would let me trade it in because it wasn't that old (huh?!). I told him I'd already gotten the trade-in value on the Apple website by entering my serial #, so, yeah, I could trade it. He was like, ohh, well...and then he stalled some more. It became very obvious he had zero interest in selling me a computer. Why? No freaking clue. I didn't have my trade-in with me because I already knew I could bring it in later, so it's not like this should've been a big deal. Ring it up at full price, I take my new Macbook with me, and then come back with my old computer within two weeks, where they'll refund me the amount of the trade. It's not like he had to do anything "extra" on this sale. Yet he just kept stalling and talking. It was bizarre. I finally realized I was wasting my time and I left because screw them. If they make me wait for so damn long to speak to a specific associate and then that associate is dragging his feet on making what should've been an in-and-out easy sale, too bad for them. I came home, ordered my new computer online in about five minutes, and had it shipped to my house. I'll mail in my trade-in.

Sadly, I'd been in there a couple of weeks prior to this whole ordeal to pick up an online order for a small item. I went to get it as soon as I got the notification it was ready, and after waiting (I'm not kidding) close to an hour to be helped that time around, it was to find out they'd "oops" accidentally sold my order that day before I got there and it was the last one they had in stock. I mean...???

Listen up, Apple store at Briargate...having numerous employees standing clustered together shootin' the breeze while customers are waiting long periods is NOT a good look. I'll be making all my Apple purchases online and having them shipped to my house from now on because going into this store is not worth the waste of time, the rudeness, and...

I’ve been a loyal apple customer for over 15 years. Our company uses their products as well as me personally. Please buckle your seatbelt. This is long but consumers and managers need to be aware. This is the worst store experience I’ve ever had.I show up ahead of my appointment, check in with the person at the store and they sit me down. 45 minutes of patiently waiting , a man who came in long after me mentions I have not been seen yet. They say my appointment was “canceled”. I confirmed by email and text it was not. So finally I’m seen by a customer rep. Mind you this is after apple had offered express replacement but the online link gives a 404 error. After the hassle of a week on the phone with apple. I would rather replace it in store. The guy runs diagnostics and says there’s nothing wrong. (Not the same determination made by apple support) Clearly something is wrong. My phone barely works if it’s not on WiFi calling which Verizon strongly advised against. Turns out my phones eSIM can’t stay connected to Verizon. They say it’s likely the phone. This means I can make / answer calls but they frequently spontaneously disconnect. Also texts refuse to send when my service is perfectly fine. Apple again offers to replace the phone over email, but I have to provide my card information to a complete stranger because they can’t provide a working link. Call the store to explain to see if they are willing to help. They are not. I was treated like a fly they just wanted to go away. Very disappointed since this is my first bad experience with apple. Please visit a different store. It seems like only some of the employees care, if you get one of them great. If you don’t they couldn’t care less.

UPDATE- So after calling the store and them telling me they wouldn’t help I post this review. I really hate resorting to this. Anyway the same day , manager calls about the review and says they can replace parts of the phone if I come back. I go back and they can’t replace parts. The lady says they may not have a 14 pro in stock so multiple people are now searching. She said I might have to go to another store or come back again another day. Then someone does find a phone. Grateful for that. So I wait for the long process of transferring my data. Normally I would bump up my rating to a 3 star since they did eventually help ;however, as I’m sitting there these two employees are talking in the corner by the door. The newer guy is talking about a customer he was dealing with and the more experienced man is giving advice. The issue here is they are a pretty negative about the customer. I have been in customer service and I understand not every customer is nice but the things they said should never be said especially in the main store where i literally heard the entire convo 4 feet away. I couldn’t imagine what they were saying about me🙃 I had hoped to change the rating on the review but after that I...