Apple Country Club Plaza — Local services in Kansas City

I made an appointment to take my laptop in the 16th of July. It suddenly was losing charge rapidly, and later crashed that day and got stuck in a reboot loop when I tried to turn it on. When I tried to call the Genius Bar plaza location I was rerouted to a call center and the woman I talked to was very courteous however she was new or not trained specifically to trouble shoot issues, she was friendly and helped me get an appointment set up to come in.

When I went in on the 16th the genius staff member who helped me was professional however I still couldn’t get my issue resolved. All he could tell me that I had “hardware failure” and that I had to send it into Apple and that they’d fix it and then bill me with everything that needs to be fixed. He was super helpful when it came to helping tell me what cables I had to buy to get my data off of it. It was unnerving that sending my laptop in meant I could end up with a $800-$1000 repair bill when I can buy a replacement.

About a week ago I shipped my laptop across country back home (in the process of moving to the Midwest) and my mother dropped it off at the local experimac since of all the places I called to take it into- they were confident in getting my problem diagonosed first and then I could decide if it was worth fixing and pay for them to fix it.

Turns out my battery was on the verge of literally exploding. It was clear to the technition the track pad was raised. Opened it up to find the battery dangerously bloated.

I have only owned this MacBook Pro 15 inch retina for barely TWO years. It was the recent model when I bought it, with the best stuff in it so I could use photoshop etc. After the first year and the warentee was up it would randomly crash when I was using blender, photoshop or watching YouTube. I figured dumb me a Apple laptop can’t handle running all these or a conflicting program was causing the restarts. Nope. A bad battery will do that. It’ll also over heat your computer. It’ll also cause your track pad to randomly not work.

So in the end Apple Genius Bar allowed me to walk out of that store with that laptop in that condition. I shipped it in this summer weather and I am so blessed it didn’t blow up while in transit with UPS.

I am more then willing to buy an Apple laptop with an “ugly” seam on the bottom that means I can replace the battery. I am more then willing to pay them $50 to open the laptop to check it’s hardware, battery and give it a dusting.

If Apple is going to make their products pretty and hard to manage then they ought to make sure we can get it serviced. Simple as that.

In the mean time until Apple fixes how it’s company is ran I will be buying refurbished laptops from this repair shop since I know for a fact I wouldn’t have walked out of their store with a bomb in my laptop.

And yes some people might say “I should have added another $300 for Apple care.” I take very good care of my belongings. Why would I need to pay and make my laptop a $3,000 laptop of paying $2,500 isn’t enough to ensure the battery won’t spectacualy fail after barely TWO years.

I want to emphasize again that the people who were representing Apple were professional. However lacked training or specialization to truly help get me on my way to resolving my issue.

I still enjoy Apple for what it is. But I don’t have to love the hardware or how the company handles getting customers...

I had to take my phone into the Apple store last week because the screen was flashing like a strobe light. I made a reservation at to so call Genius Bar for 4:40 p.m. I only had to wait about 5 minutes before I was seen by one of the techys. I told them of my problem and they did some tests and came to the conclusion that my LED was messed up. My choices were to get a new phone or go home and back up my data. Now, I don’t know about you but I hate going to the Apple store. It’s always busy and like a zoo in the store. And like any IPhone user I was worried about all the data that was stored on my phone. Most of my pictures on my phone were back up but I was concerned about my contacts. The employee told me that my contacts “should” back up. I chose to get a new phone. The employee “activated” my new phone and I was ready to go – or at least I thought I was. Upon leaving the store – I realized that my phone wasn’t getting any service. I was furious! The employee did give me a card and I hit the *2 key since my provider is Sprint. I spoke with Sprint and the lady advised me that I need to shut my phone on and off in order for the activation to work. This is something the employee at the Apple store didn’t advise me of. After I shut my phone on and or it did in fact work again. I went to take make a call and my contacts were ALL GONE!!! Now, I don’t know about you but I haven’t really remembered a telephone number since I’ve had a cellphone! So, needless to say, I was very upset when I realized all my contacts were gone. I still had the card that the employee at the Apple store gave me so I called the 800 number on the card.

I was connected to Tom in Reno. Tom immediately knew that I was VERY frustrated just by the tone of my voice. Tom did EVERYTHING to reassure that by the end of our phone call he would have everything sorted out when it came to my phone. What Tom did – the other employee at the Apple store should’ve done. I’ve only been an Apple user for just a little over a year so I’m still learning about all the amazing things my phone can do. Tom asked me to go into my settings and look to see when my phone was last updated. My phone last updated on August 1, 2013. Tom told me that all my information would be stored in iCloud and I should be able to get all my contact back and most of my pictures!! Tom was CORRECT!! I was able to get most of my pictures back on my phone and ALL of my contacts were back!! By the end of the call I was overjoyed that my phone was back to the way I had it prior to getting a new phone. Now, what I don’t understand is why the employee at the Apple store didn’t take the time to do this?!?!? I can tell you why – because they are in SUCH a hurry to get folks out of the store that they don’t take the time required to actually solve the problem!!

Thanks to Tom in Reno for taking the time to make me smile that evening. Kudos to him for actually...

Poor customer service. I purchased an iPad M2 Oct 27 online (only way to get military discount) and set a pick up date for Oct 28 afternoon giving them plenty of time.

I first entered to pick up and spoke to Rep #1 (Josh) couldn’t find my order then when he did he advised me it was being prepared and I could walk around to wait. Cool. After 30 minutes and purchasing other items I approached Josh again and asked what was going on. He said it seemed to be a screw up so call 1 800 Apple.

Now I am in the store picking up the item, I have waited 30 min and now I am being told no one in the store is able to assist me getting my PAID product. After working 12 hours and driving 1 hour to get to the store I am bothered but I call 1 800 My APPLE who tells me it was under review and was not being prepared so I have now wasted 1 hour in the store for no reason.

Rep #2 (back person) overhears me and offers to go look for my IPAD…. Josh and her disappear to the back to never be seen again. While having the person on the phone she directs me to speak to someone again.

Rep #3 (Jaren I believe) starts me over looks at ID and order number. So I start fresh with him. He tells me my item is being prepared and will take a few minutes. I point out that I have waited 60 minutes now and the item was released was being reviewed and now they are holding my item. He speaks to rep #4

Rep #4 ask for order number and my ID. I’m beyond bothered! It has been 1 hour and half waiting to PICK UP an item. She has no idea what to do and has older lady REP #5 help

Rep #5 speaks to REP #4 and Rep #3 to the side as if I am nonexistent!! So now I’m inserting myself into their huddle. This lady then tells me it’s being prepared I tell her no it’s not and it doesn’t take over 1 hour to prepare an item PLUS the rep on the phone is reassuring me of this! She says she gets how this is frustrating. FIRST PERSON TO BE EMPATHETIC but then they go to the back

I am now standing at the table waiting awkwardly looking at Rep #3 who ultimately gets my IPAD.

PROBLEMS

Item not ready at pickup No one knowing what to do Dealing with 5 reps that went to hide when it was a problem !!! Not including phone rep No apologies No care Nothing Having to purchase online due to military

I MYSELF have purchased the new IPhone 14 pro, Apple 7 watch, 4 ID tags, 2 AirPod pros and now IPAD M2 in the last 30-60 days. I have dealt with a great very personable rep every time but he was working with other people this day. So I KNOW it is possible for him to teach the other 5 reps how it is done.

GOOD CUSTOMER SERVICE IS STILL NEEDED and it’s not even holiday season so this store will...