Apple Knox Street — Local services in Dallas

I have never had this bad of a customer service experience. Apple deflected fault to me for their mistake and wasted a lot of my time and money.

I purchased a new M1 Macbook for pick-up. 1st pickup went well but Macbook crashed to the point of no longer working when I attempted to migrate my data from my old Macbook to my new. Called Apple Care - they directed me to exchange the crashed Macbook. I take my Macbook back and they exchange it. However, instead of giving me an M1 macbook, they provide me with an I5 macbook. At best, they made a mistake over a one-thousand dollar piece of equipment and at worst, I was deceived by a lazy employee who likely saw that they were giving me the wrong piece of equipment but didn't think i'd find out.

After finding out I had the wrong macbook (at home), I set-up another "appointment" and went back to the store for a 3rd time. The line for my scheduled "express pick-up" time was about 10 people long, outside; so, I waited about 30 minutes in line for my scheduled time in 40 degree weather (luckily I brought a coat because the first two trips did not leave me to believe I would have to wait outside in the cold). Also, waiting in line with people scrunched up next to you is what I expected to avoid when scheduling a pick-up time since we're still in the middle of pandemic.

Now, in between all of these trips, I had been on the phone about 3 times with customer care to troubleshoot issues and set-up the exchanges. A customer care rep recognized how frustrating driving 90+ miles back and forth and constant hours on the phone and at stores is (mostly because I let him know) so he set-up an escalation call with a "higher-up customer care rep" who would have the authority to compensate.

I got a call about a week after the third pick-up. The rep told me there was nothing he could do in terms of compensating my time and miles driven. He told me I would need to contact the store and that it was both my fault and the store's fault for me taking home the wrong macbook on my second trip. And because of my fault in the matter, he could do nothing for me. He said he would send an email to the store; I asked if he could CC me and he said no - "the emails are internal". I asked him what scenarios exists where he could actually compensate someone when Apple makes a mistake - he told me that he couldn't tell me; that the answer to that question is "internal information".

As far as the store's fault goes, the rep told me I would have to contact the store manager directly to request any compensation for the trouble they caused. What I hadn't mentioned to the rep up to that point is, I had tried calling the store at some point before the 3rd trip to make sure they had set aside the correct macbook model for pick-up and after waiting for about 30 minutes and two transfers, whomever picked-up the phone at the store promptly picked-up the phone and then hung-up. I let the rep know about this as well to which he said I should try calling again or go to the store....a 4th time.

I like mac products. I'm all-in on the ecosystem, but I won't be purchasing apple care or any other "service" apple offers in the future. This review only highlights the biggest issues I had and I've left out things because as you can see, I've already written a small novel.

The strategy of pawning their customer's issues to "the next guy" is amateur service at best and immoral at worst. Their customer service philosophy is obviously admit no fault, and when exposed, deflect fault back at the customer. I'll say I felt bad for the rep; it was obvious he couldn't help because his corporate policy/training disallowed it - I could tell he even felt embarrassed that there was "nothing he could do". But there is something customers can do - so, I'm posting this review in hopes that a few people don't get rolled over in the same way I did. My advice is "good luck playing customer service roulette and...

I cannot begin to express my frustration for my most recent purchase experience with Apple - Knox Henderson, in Dallas, TX. I go into the store Wednesday afternoon to have my computer assessed. Decide to trade in my computer, and take it home overnight so that I can back everything up to the cloud/external hard drive before bringing it back to the store on Thursday morning, and allowing the repair team to transfer all of my data to the new computer for me, along with wipe my old computer for me in preparation for the trade-in. I leave explicit instructions with the repair team about a few specifics to take care of when completing the transfer. I pick up my computer the following Tuesday morning, and begin the trade-in process, only to find out they did NOT wipe my old MacBook. The genius assisting me didn’t know how to factory reset my device, and had to call another associate over to help. After about 30 minutes (in the middle of my work day), I could not spend any more time in the store. I ask if I needed to be there to wipe it, and they said no…so I left my old computer with them to force the reset without me there. Get back to my office, turn on my new computer, only to find out that they did NOT follow my transfer instructions of creating a new admin profile name. I call up to the store at approx. 12:00 pm on the same day I picked up my new computer, and speak to an associate who is apologetic for everything that’s happened up to this point, and ask when I can come back in…I tell her that I’m available at 2:00 pm on the same day, and she says “ok, we’ll see you then”. I get to the store at 2:00 pm, and wait 15 minutes, before asking to speak to the manager. The manager comes over and tells me that they did not actually have any appointments available, that the check-in only began when I arrived, and that the next available tech would be with me by 3:00 pm. He said “we are helping you out by trying to get you in earlier than 3:00”. I told the manager that it would have been nice to know that there were no available appointments today, so that I did not waste more of my time during the middle of a workday, coming up to the store for a second time. Finally, to make matters worse…I found out that the original sales associate who helped me on the previous Thursday morning, sold me the entire suite of office products without knowing/telling me that the office suite I had on my old MacBook would in fact transfer to my new MacBook. Thanksfully, I could return the $270 wort of office products. Overall, my experience at this particular Apple Store was that of incompetence, and lack of understanding, paired with disregard for what the customer was actually needing from the ‘genius’ team. After the final interaction, and being offered another appointment, on a totally different day this week…I decided to leave the store all together. I will take my brand new computer home, wipe the entire computer AGAIN myself, and reinstall all of my data from my external backup, since I no longer even have my original computer to do a direct transfer from. Extremely frustrating, and the store's staff seemed unbothered about...

I made an appointment with the Apple Store to get a new battery for my Iphone 14 Pro Max, which was at 89% battery rate. The first problem I noticed was that when I attempted to make the appointment online, it ran a check on my phone and stated since my battery rate was above 80%, that I did not need a new battery, and it would not give me the option to make an appointment. I then called the store directly to make an appointment. I told the rep that I wanted an appointment to replace my battery. She stated that she would have to put me down as an iphone appointment. I go to my appointment and I tell the rep that I wanted a new battery. She asked me why did I want a new battery. I told her that it is not running as fast as I would like. She then started to ask me some questions, and I said, “I have been having almost every iphone mode since iphone 4, and I have almost every iphone product. I know I can turn my brightness down, which I won’t do. I know I can not run multiple apps etc… I am not trying to conserve my battery, and I don’t mind paying for a new one, so can I please just get a new battery, since you have already ran a diagnostic check, and see that nothing is wrong with my phone?” She then goes to the back, and another rep was talking to my husband and I, who had also came to replace his battery, while we waited. When she came back, she told us that they didn’t have any batteries. I asked why would they make me an appointment to replace a battery, and don’t have any batteries? They stated that they would have one at the store in 2-3 business days, but this is going to be another trip and the Apple store is not close to us. Needless to say we have to come back. After doing my research, I realize that Apple does not want people to replace batteries on iphone 2 years old or less. They want you to get a new phone, and sell them back your old phone where they can put in a new battery and resale it for even more profit. In addition, I had an old iphone that battery got down to less than 80%, and then the phone went totally dead. When I went to replace the battery in that one, they said I couldn’t because the phone would no longer work even with a battery. I vowed that that would never happen to me again. This store needs to make improvements to their customer service. If a customer wants a new battery, and they will pay for it, then give them what they want. They need to stop insulting people’s intelligence, especially since they have ran a diagnostic check that determines if the phone is having a problem other than a battery. Apple is one of the wealthiest companies in the world, and it is a shame that they are allowing greed to replace good customer service. I like the Apple products; however, I do not like how they try to make even extra money off...