Apple Haywood Mall — Local services in Greenville

I came into the local Apple Store in Greenville SC at Haywood Mall as it’s the only store within 2 hours for me. My visit was brought in due to my phone an iPhone 12 Pro Max continuing to have service issues with signal from my carrier Verizon, as well as I had a second problem with my sons Apple ID as he had forgotten his password and needed help resetting it.

After arrive for my appointment time. I was directed to a table in the back of the store

After only about 5 or 10 minutes of waiting my genius came out. She introduced herself to me ( her name was Val )and asked me what the issue was. I first explained the signal problem and started to explain the Apple ID issue for my sons account when she really shortly cut me off saying, “ I only have you in for an appointment for your phone so I’ll have to consider being able to help you with the Apple ID or that you would need to make another appointment “ initially I was a little bothered by the way she said it to me but I let that pass as it may be some type of policy.

She asked me a couple of questions such as was my phone backed up to iCloud or to a computer, and If I knew my Apple ID and password. When I told her yes the phone was backed up to our iMac at home and I did know my Apple ID, she then said well we need to erase your iPhone and set up new. Now she made this suggestion without ever even touching my iPhone. No test were ran, nothing at all just her saying we are going to have to erase the phone.

About this time a young woman was sat down beside me and my son, without missing a beat Val went straight over to her and started with the same questions, the customer was also having the exact same issue as me with my phone with the exact same phone. However, Val’s responses to this young woman were completely different than her responses and actions for me. Val was laughing and giggling almost like a school girl was speaking to her high school crush. Val took the customers device and stated she was running some kind of test using her iPad, after a few minutes Val told the customer that her phone appears to need some type of repair to fix the issue. Val then asked the customer if she was backed up and if she knew her Apple ID to which the customer said no she didn’t know the Apple ID password but knew her Apple ID. Val proceeded to have the customer enter some information on her phone which somehow was able to reset her password.

The whole time Val was working with this other customer she never once spoke to me, she looked at me several times with what I could only say was a bothered look. When someone from the back of the store came out to get the other customers phone , Val was about to walk away again without speaking to me when I spoke up and said I would like to see if my phone is having the same problem as the young lady’s phone since everything she had described was happening to mine as well, and also wanted to know what we could do about my sons Apple ID.

Val quickly looked at me and with a very rude tone and look on her face said I already told you, what we can do is erase your phone and I already told you that you didn’t make an appointment for the Apple ID so she would not be helping me with the Apple ID issue.

I was taken aback by this statement as I had literally just watched her help the other customer with her Apple ID password and with the signal issue.

The difference in demeanor that Val had for me a woman in her mid 50s and the demeanor she had for the other young woman who was maybe in her early 20s was completely night and day.

A customer should be treated just the same way you would treat another customer, in not doing so that is blatant discrimination and no one, especially someone working customer service...

Bought a MacBook pro from the store and it started having problems about month two of owning it. The screen would randomly go black every once in a while then come back up. Thought maybe it was nothing at first but it started progressing and shutting down more often. By month four you couldn't use the laptop for 15 min. without it blacking out. Spoke to Apple support twice. They told me to take it into the store because they couldn't figure out what was wrong with it. So I do just that. Honestly expecting to swap it out for another computer or at least get my money back to get another one if they can't figure out what's wrong with it. We go in and they run "diagnostics" and they can't figure out what's wrong with it. They want to send it out to Apple. So keep in mind this computer is four months old and it's been kept in a case right out of the box with a keyboard protector. Guy pulls off my protector and throws it on the table so the sticky part is no longer sticky. Right there is an indication of what's going to happen to this laptop. We know they're going to pull it apart. It's not their computer, they don't care. So we tell them we would like to swap it out or just get our money back because it's a dud. They absolutely refuse. The guy says it's like when you buy a washer or dryer and it breaks. They can't just replace it. They've got to fix it. So they say we need to send it off and it'll take a week. Manager got involved and she was worse than the guys helping us. Didn't care about our situation. Says we can either take it back home the way it is or send it off. So obviously we send it off and a week goes by and we haven't heard anything. So I call Apple and they tell me theyre just doing some tests. Another couple of days goes by and I call again to get an update because I really need a computer. They tell me nothing is being replaced. They've gotten it running and will send it back. I get a call from the store a couple days after that saying I can come pick up my laptop. I get there and a girl hands me a sheet of everything they replaced on it. Which turned out to be the entire logic board. So we did buy a dud. I'm looking over my computer and there are dents and dings all along the edges. Long story short I ended up sending my computer back 3 times altogether because they kept sending it back to me in worse condition then how I had it. Paid $2,800 for this laptop that completely shut down by month 4. And no one cared. I no longer have an Apple phone. And I will not purchase another apple product ever again because of the way they handled this issue. They told me theyd give me a free gift for my trouble... never did. Quite honestly I could not care less about the free gift. I just want my $2,800 laptop to work. The sad part is they knew they were going to lose a customer from this. I told them I can't buy another apple product if this is what is going to happen. They don't care. I bought this computer because everyone had said so many great things about the company. And I agree that their older products were amazing. But the newer ones are awful. And the more research I do, the more problems I find with people having similar problems with Apple and their newer machines. I don't understand how a company can do business like that and think they'll stay on...

I HAD TO PAY FOR THEIR MISTAKE

I bought a brand new iPhone 15 promax. Everything was working perfectly until I went to get my screen replaced. After the repair, Once I got it back, my Apple wallet wouldn’t connect anymore with my bank. I called Apple support and I went in person to this store and they told me the problem was my bank, but my bank told me that the actual issue was that they received an error message saying that the device was no longer eligible. They had me waiting hours on and on the phone a couple of times. I spent months trying to resolve this issue with apple when finally I gave up knowing they wouldn’t do anything about it because they kept on denying there was anything wrong with the phone after the repair. I think one or two months later,

a couple of days ago I got my phone wet. obviously, I know that the phone is not waterproof, only water resistant (advertise as being able to be 3 m underwater for 30 minutes), Therefore, when I took it to the lake I got it wet, but I was cautious. To my surprise, when I looked at it, I noticed water on my camera lens and on the actual screen. Obviously, I knew that the most reasonable explanation for getting that much water inside it for so little an exposure, Would have been that maybe the Sealment at the time of screen replacement wasn’t done correctly.

So I went back to the store, after explaining the situation they told me because, “visibly they couldn’t see that there was anything wrong with the repair”, I would have to pay the full price of replacement.

After getting the new device, I let the associate that was helping me know that if this new phone was able to connect my Apple wallet with my bank, it would mean that all this time there was something wrong with my phone after the repair they did.

SURPRISE, surprise!!!! After adding my Apple ID, I was able to add my credit cards right away. So I told her that it was that there was something wrong with the phone after the repair all along, all I got was a smile.

I’ve been hours on end talking to customer service and to the actual store in the Haywood mall and they have me jumping from associate to associate, and none of them are helping me.

The manager from the store, “matthew”, told me that because I waited too long from the last customer service call I did from the Apple wallet to when my phone got water damage. They can’t do anything about it. That the window closed for them doing anything to resolve the issue. All I wanted was a refund of the $104 of the replacement that had to be done due to the flawed repair and the $30 of the flawed repair that caused the 2 issues of the water and the apple wallet in the first place.

I’m really disappointed and upset that I am having so much issues with such a high profile and supposedly professional corporation

Special complaints goes to this store’s...