Apple CoolSprings Galleria — Local services in Franklin

If I could leave ZERO stars I would but that's not an option. It is now August 3rd for a time reference. Early June I upgraded to a 6S (yes I'm about a cycle behind). On July 31st the microphone and speaker quit working - no one could hear me. Take it to ATT who shuffles me off to the "friendly" Apple store. And my adventure begins .... Upon entering I'm asked if I have an appointment and if not it will be a 35-45 minute wait. Not pleased but whatever. When I am called I am asked over and over again by different techs what the issue is and am being constantly shuffled to a different table by seemingly indifferent employees who have several other customers clustered around their table. So, finally I get "THE tech" who can figure me out, but he's ping ponging between my issue and another guy with a broken screen. Asking me questions and inputting something while talking to the other customer. Very confusing and frustrating because my issue does not have his undivided attention. Finally the diagnosis is that the microphone and speaker have suffered a "catastrophic" failure. Which I could have told him because ATT ran the same test. But the test won't upload so we cannot proceed until the "server accepts the results" whenever that is. After about an hour of waiting a manager decides to somehow override and do a "work around" and my new phone is brought out. After trying and trying to sync and download to the Cloud to pull everything off my old phone I asked for my phones just to be connected and exchanged like what had happened at the ATT store in June when I upgraded. The technician actually told me, "with as many people as we have we don't have time for that." I'm stunned with the lack of customer concern and condescension for the customer. Still no data is transferring from my old phone to the new phone. Finally, the tech impatiently punches some numbers and password into my phone and says this will bring everything over now delete your old phone - which I did. BIG mistake. As I am walking out I go to my photos - NOTHING! Contacts? NOTHING! Apps? Gone. I have a clean slate phone. I turn around and walk back into the store and the whole process begins again. Greeted, shuttled from table to table with no one really taking ownership of my issue. Finally I am asked to go sit at an empty table in the back. After 15-20 minutes of NO ONE even approaching me and asking what my issue is it dawns on my that my data is lost forever and all they will say is "Sorry about that" and move on to the next customer. I leave. Stunned about what has just taken place. The absolute worst customer retail experience of my life. That was Tuesday, July 31st. I spent over 3.5 hours in the Apple Store in Cool Springs and ended up with a new phone with none of my data because "we don't have time." On Wednesday I spent a good part of the day trying to get some of my contacts rebuilt. On Wednesday night as I'm scrolling through reading the news the screen suddenly goes black. Dead. Hold home and start buttons and eventually it lights up. Sigh of relief. Eat dinner. Watch a little TV. Pick my phone up. DEAD. No amount of button holding resets the phone. It's dead. It is now Thursday morning and I'm off to the Apple store - but they don't open for another 2 hours. At which point I'm sure that I will be met with another condescending 20-something tech geek and get passed around. My advice - don't go into the Apple store. If you do - don't make the mistake that I did - I accepted everything that they told me to do without questions - be firm, be rude if you have to. Insist on individual service for your issues. Do not let them speak down to you and tell you that they don't have time. YOU are the customer. They are there to serve YOU! ...

On November 10, 2022, I got the Apple+ theft and lost Apple Care warranty. I lost my phone in downtown Nashville, Tennessee, on August 12, 2023. I called Apple customer service on August 13, 2023, and they filed a claim for me and told me that I would get an email with instructions for getting a replacement phone in 24 hours. On the second day, when I called Apple, they advised me to speak with AIG Insurance. When I contacted AIG, they informed me that there was no claim in the database and referred me to Apple once more. Apple kept making me go back and forth between the two businesses despite the fact that they claimed to have done everything necessary and that everything was fine on their end. I have been without a solution for nine days. I made numerous calls to Apple, who processed four claims for me and certified that they had been successfully created. However, the AIG company tells me there aren't any claims in their system yet when I contact to ask them to provide me a replacement phone. I mostly rely on my phone for work, and as a result, I have been unable to work for the past nine days. Additionally, Appl's, and AIG customer serviceis terrible; they offer no assistance and instead claim not to have noticed my claim in the system. While on the phone with them, some customer support representatives will cut me off, while others will speak to me in a very uncivil manner. Even though this is not my problem, I went to the Apple Store, where the Apple technician confirmed everything is correct and the claims are in the system. Despite spending hours on the phone with AIG on my behalf, they were unable to resolve my issue. I've tried talking with them every day for four hours, but they still haven't come up with a solution. But on August 21, 2023, Joseph, a senior advisor for Apple Support claimed to have checked and discovered that I do not have coverage for my phone because the payment for AppleCare was rejected. I explained to him that my credit card had been used previously and that I had never received an email stating that it had been refused. He promised to see what he could do. Because of all the negative experiences I've had, a senior adviser named Navdeep told me on August 22, 2023, that she would make an exception and send me a phone. She also asked me to wait 24 hours before receiving shipment details. I waited, but I never got an email. I called Apple support today, August 24, 2023, and their response was that the exception they had made had been rejected, and they were unable to provide me with a replacement and would not grant me an exception. After making me wait on hold and transferring me to a few advisors, who made me talk for two hours once more today, their attitude was extremely rude, and Nancy, the advisor, refused to offer any assistance or find a solution. I'm quite dissatisfied and irritated that no one offered to assist me or provided a solution. They only squander my time by forcing me to talk for more than two hours each day. They instruct me to hold while passing me along to someone else who is less helpful. Additionally, they hung up the phone three or more times while I was on the line, and I went nine days without a phone. Because my job depended on my phone, I lost my job as a result. I need assistance from someone. Even the manager of the downtown Nashville Apple Store, Max, spoke with them for three hours and expressed his frustration at the lack...

Apple store applecare appointment 12:10 12/17/2024

Yolanda has a chip on her shoulder. She has a Volatile temperament and was quick to aggression and accusations when presented with my innocuous statement that she was the tech from the last appt. Apparently i was mistaken but to immediately jump to racism is WILD! I’ve been to this store an ordinary amount of times in the decade of living here and as such would have come across many different apple techs and employees. It is within the realm of possibilities that I’ve come across Yolanda previously.

The random people around us who heard her go off about me being racist was embarrassing enough but it was in front of my daughter as well. Her behavior and accusations crossed a line that shouldn’t be tolerated in employees who represent your company.

regardless of the accuracy of my memory, Doesnt make me racist to misremember someone. On top of that once she called me this in front of my daughter in a crowded store, it became personal. This was initially a purely transactional interaction until she brought her race into the conversation. There’s no excuse for this reaction.

Some of the intentional bad attitude/entitled examples -Trying to interrupt me while I’m talking. Customer service 101 common courtesy is to wait your turn. I’m not finished talking and you need to wait, period. -once you called me a racist, you should have brought a supervisor in immediately. You should no longer be in control of the situation. -Once i requested the supervisor, Yolanda should have removed herself. She continued to butt into my conversation with Billy. -even once i requested Yolanda to no longer be around me, she continued to linger near me and Billy during our entire interaction.

You have people representing Apple who clearly don’t know how to interact with people or don’t understand the business/customer relationship and how to act professional. I dont know her intent but it was certainly intentional. Her behavior is best described as weaponized incompetence. She gave very little energy while helping me, while providing the bare minimum in what would pass as being sociable. I’m not a social person myself and so would never want her job. Nobody is forcing her to be an apple tech. But as an apple tech, at a bare minimum, you need to be sociable. You need to at least pass as someone who enjoys working with people. Your job is working with strangers and fixing their problems. Is that not a fair assessment of her job?

There was no friendly energy from her. Regardless of the customer being in a bad mood, the apple rep should be giving friendly, positive energy. And absolutely not accusing people of racism! Theres no going back to a normal conversation once that is out there, and she made no attempt to escalate to a supervisor herself. If i thought i was dealing with a racist and called them on it, I’d want my manager there the whole time but she didn’t find someone until i requested her supervisor. Did she think I’d just sit there after that and we’d continue the appointment? This is why something needs to be done because she thinks her behavior is okay with no repercussions. Over the top accusations need to be followed with an equally severe response and equitable remedy. Whatever...