Apple NorthPark Center — Local services in Dallas

My iPhone 6 received water damage while on vacation in Hawaii and honestly the last thing I wanted to do after hopping off an eight-hour red-eye flight was go to the Apple Store to get a new phone, but being back in reality, I knew I could no longer live life without a phone.

The Genius Bar guy I got didn’t tell me anything I didn’t already know — I needed a new phone — but the way he treated me was pretty horrible. I asked for pricing on the iPhone 8, which he gave me, but not without telling me that I should “just get the Xr instead,” which was, if I remember, like $150 more without Apple Care (keep in mind Apple Care is also more expensive on these newer phones). I told him that I obviously would like to get the latest and greatest phone, but couldn’t afford a $1k phone, especially coming from an expensive vacation. That’s when he started telling me about the payment plans all the mobile carriers offer now and I told him I didn’t want to make payments on a phone, which just baffled him. He continued to HARDCORE sell me on both the Xr and the payment plan for the next 15 minutes, would not even entertain any questions I had about the 8, then walked away to let me “think it over.” I didn’t really need to think it over, I knew I wanted the 8 — I felt more comfortable with it UI-wise and I didn’t wanna walk out of there getting bullied into an expensive phone I didn’t even want. He just could not “understand” where I was coming from. He seriously kept saying over and over how he didn’t understand why I would choose the 8 over a far more superior phone like the Xr and that he didn’t understand why I would choose to pay in-full for a phone instead of making a $30 payment each month. He didn’t need to “understand,” he just needed to listen to my concerns and respect them. He even condescendingly said, “Well, if you’re going to wait ANOTHER five years to get a new phone…it only makes sense to me to get the newest phone.”

After telling him three times I was going to go with the 8, and three attempts by him to show me features on the Xr that didn’t even really apply to how I’d use the phone, he chucked me off to a salesperson who was night and day different from that guy. As we walked over to where the 8’s were, the salesperson asked me what drew me to the 8 versus the Xr. I told him mainly price and that I felt more comfortable using it since the interface was just like my 6 and he responded, “I completely get that.” That was the last we ever spoke about it. He happily walked me through the purchase and setup of my 8 and made small talk with me about my vacation. Even the girl who came from the back to bring him my new phone exclaimed, “Oh my gosh, congratulations! This is such a pretty color! Congrats on your new phone!”

The first guy I got acted like I was the biggest idiot in the world for choosing the 8, but these last two people treated me with respect, after all, the 8 without a trade-in is STILL an expensive phone…I feel like buying a phone is almost akin to buying a new car or a luxury product. It’s a huge financial decision and should be responded to with a “congratulations” by the people selling me this product. I definitely shouldn’t be made to feel stupid by a tech “Genius” for buying what they may consider an “obsolete” phone.

I waited to write this review because I thought I was maybe blowing things out of proportion from jet lag and lack of sleep, but now that I’ve had time to think about my experience at this store, it’s not right. I mean jeez, I’m in my 20s, so I grew up with technology and I fully understand the appeal of getting the newest phone, but I feel sorry for anyone over the age of 40 who walks into this store and has to deal with that first guy I got, especially if they’re just trying to purchase something they feel comfortable with. I wish I could remember everyone’s names, especially the last two people I encountered because they...

The genius had no idea what was wrong with my phone and didn't care to find out. Just rushing through appointments - wanted to swap my brand new 8 for a "remanufactured" for AN ICLOUD ISSUE. Didn't even bother running diagnostics until I told her to and then she didn't know what to do with them. Didn't know how to troubleshoot. Another genius that doesn't know anything other than restore or swap. She didn't even run diagnostics (again, that I told her to do) before announcing it needed to be swapped. Well if you restored it and restarted it as new, that's all I was going to do so all we can do is swap it. I explained to her that it was a brand new finished goods handset. I didn't want to just swap it out for a "remanufactured" quality phone!

UPDATE: I called Apple and engineering is now handling this ongoing issue, but the Apple Genius Bar experience was beyond deplorable.

Update 5/19: After three weeks of troubleshooting with Apple over the phone and stumping all their engineers and getting nowhere I finally gave up and decided I needed a working phone and could wait no longer. I could have had them mail me a phone but that requires putting the entire cost of the phone in a card on case they don't get your old phone back and that just seems to risky to me so I thought it would be better to get the swap done at the bar - HA! I went to the Apple Store again, and I hope I never have to again!!!! They are horrible!!! I should have gone with Android. I put in all the notes that it was just going to be a quick swap WITH THE OPEN CASE NUMBER FROM APPLE CARE. Of course I arrived early to my appointment to try to expedite things but people that arrived after me and WELL AFTER MY APPOINTMENT TIME were seen before me after I was told I was next. I explained to the tech after I had to go get HIM, that I just needed a swap, there were three weeks of notes already of all the troubleshooting and I had erased the phone and it was ready to be swapped. Quick and easy. Nope. He was automatically on a power trip, not liking that I was telling him what needed to be done. The nearly a months worth of notes weren't good enough, he refused to swap it and fought me on everything, I made him swap it by getting a manager, extremely painful experience!!!

After fighting with him to do what he was supposed to do, he was so arrogant he wouldn't even bring out canned air for me to clean my lifeproof case out before I put the new phone in it as I have done every other visit. He made up some bs that he wasn't allowed to bring it out "IF THEY HAD ANY." He said he didn't even know if they had any. Wow. Pure BS. I had to go up to another employee and have them get it for me so I could simply blow out the case of dust before I sealed the new phone in it.

I am very upset that I had a brand new handset. Finished goods, purchased recently, not even done paying it off and they swap it out with a refurbished phone. The first girl argued with me that the phones aren't refurbs, but the work order clearly states they are: liars. The work order clearly states: "replaced by refurbished goods." So now I am stuck paying for a new phone that was replaced by a refurb which will hopefully work.

At least my issue was resolved so the joke is on that last tech who insisted this wouldn't resolve my issue. WRONG.

Ugh. CRAPPLE. Nothing...

*ELDERS BEWARE | DO NOT LET YOUR ELDERLY LOVED ONES GO HERE ALONE!!! + My observation and interaction and see THEIR reviews BELOW

Derrck Z (Manager) and Jstin W (associate) are very unprofessional.... I'm not sure how skipping a reserved customer (35 min) then not caring apologize or help is okay. I am very disappointed by this action; furthermore, the manager asserts that there is no way he feels responsible to me due to the disrespectful interaction that cost me 2 extra hours.

All of this could have been fixed by the associate apologizing for his actions and immediately being willing to help. If it was a mistake I am very understanding of that as we are not perfect creatures, however waiting 35 min for my name to be called and no one asking if all was well is just unacceptable (after getting the check in text that they are ready to help then immediately checking in again and being told where to sit). After 35 min I asked what was going on? An associate looked me up 3 x then stated that I was skipped over (low and behold by the person who was lass than 4ft from me). The associate never called me he just moved on - from what I saw before I knew that was my associate he helped over 5 people. As I was brought over to the associate he was very unwilling to help and unapologetic for skipping me he seemed as if I was bothering him and he wanted me to go away. This in itself is just distasteful. If it was an accident I could have accepted that however the actions following the initial issue didn't reflect someone who has just made a mistake. By proxy I was skipped purposely.

I've just spent over 5 thousand dollars with this Apple Store between the new mac book pro top line 3k, accessories, care plan, and buying a new iPhone 7+ 286 gb on charge card. So going in to give another 400 to fix 2 phone screens *after an accident should have been as easy as I expected it to be per the service I've had in the past at this location.

What should have been done was an apology for the disrespect and wasting my time, from the associate and manager. Furthermore a discount off of my repairs would have been a sufficient resolution due to the magnitude of the situation. It could have been .05 cents off as the cost did not matter it was the principle. I needed the devices fixed regardless and initially came in to simply get them fixed/ pay/ and leave. It seems unless one is spending 5-8k every time they come in they are unwilling to help. Especially with the older crowd. The way I observed the staff running around the elders pressuring them into purchasing things without helping and educating them on the product was also distasteful. The manager (Derrck Z.) on site during this behavior should be held accountable for treating elders this way and allowing his staff to conduct business in such a grotesque manner. All I could think of was if that were my grandparent. We all have grandmothers mothers grandfathers and dads so not let him allow them to be ripped off as it could have been YOUR elder. They should not be taken...