Apple Woodland — Local services in Kentwood

I had cracked my phone and went in on a Sunday for them to tell me they had the part to repair the back glass just for them to turn around and say they didn’t have it and they would order it and to come back came back 3 more times after for them to say they don’t have time. So then I come back 2 days later and they say they have time to do my phone so one of the workers starts doing a diagnostic test on my phone and tells me they can’t repair my phone and that I need a new phone and tells me instead of 30$ to repair it with apple care that the new phone would be free to replace which frustrating bc if you know they had done the diagnostic testing before I wouldn’t have had to make an hour trip there and back they could’ve ordered a phone the first time and I would’ve only had to make only two trips . He tells me they have the phone in stock and grabs it and opens it and the new phone is cracked all over so he says he’ll grab another one he comes back 30 minutes later and tells me he doesn’t have the phone and that they’ll order one and to come back. Today I go back at get there around 12:30-1pm and the tech comes out asking me what’s wrong with my phone I say it’s cracked and he says so why are you getting a new phone I tell him they told me last time there’s internal damage so he asks me what problems I am having with it I said well it overheated once but hasn’t since he says ok how much is your deductible and I said i don’t know they told me it would be free last time and he says yeah no that’s not true so he says he’s gonna go talk to someone. Which why doesn’t this guy even know what’s going on. He comes back 15-20 minutes later to tell me that there’s nothing wrong with my phone and in fact there’s no internal damage and the the system won’t let him approve me to get a new phone but that they’d fix my back glass that day and to come back at 2:05. I come back at 2:05 and they hand me the phone and I walk out. this phone is clearly brand new and not my old phone because all the chips and marks I had on the frame aren’t there which fine seems great but nope I turn on my phone and it has to reinstall all my apps and says I need to transfer my old phone number from my old phone onto this new phone which weird because according to them it’s not a new phone it’s my same phone. So I go back in and tell them what am I supposed to do bc it’s saying I need my old phone. This worker had no idea what he was doing and told me he needed to log into my spectrum app to activate my phone he aimlessly clicked on things trying to figure it out and did the same thing about 5 times and just kept saying it wasn’t working so then he says he’s gonna call a representative and tells me to call them mind you don’t have a phone so I have to use the person who came with me phone. He calls them and has no idea what he’s doing he’s saying I need a security code and telling me it’s on my billing so he keeps clicking it as I tell him it’s not a pdf file and that u can’t access the billing information on the account as he keeps trying to click them after I told him that’s not how it works. Took me two second search on google to figure out where this security code was. Then he’s having troubles bc my IEM number isn’t matching which is weird bc remember this apparently is the same phone he’s walking away around the store with the person I’m withs phone and not even acknowledging us or listening to a thing we’re saying and he starts helping another customer WHILE STILL HOLDING A PHONE THAT ISNT HIS. I kept asking him to find someone else to help him and see if they knew what to do and he kept ignoring me. Finally after 4 hours I get it figured out which by no means was bc of him it’s bc I had to search up how to get all my information and figure this out for myself. I go to leave and hmm what do you know my find my iPhone says my old phone is at the store still which is really weird considering they all kept gaslighting me saying it’s not a new phone when it’s...

If I could give a zero star rating, I would. The customer service is an utter joke. I made an appointment 3 days in advance to have my daughter's battery replaced on her iphone 6S. I showed up there on time and was checked in and told to sit in the waiting area. Then I was greeted by a tech person who was going to help me with my problem. I went through the issues with the battery and he gave me a huge runaround because I had previously replaced the OEM battery with a 3rd party battery (which was now dying).

He initially said they wouldn't work on it if they opened the phone and found any parts missing. I was like "Uhhh, the phone obviously works. I have replaced batteries in three iphones. The parts are all in there". Then after making me wait while they opened up the phone and inspected it in the back room, he came back out and said everything looked good (i.e. all the parts were there) and they would work on it. Then after running a hardware diagnostic, he told me that they couldn't have the phone done until the next day. I was shocked because I had made an appointment in advance for the battery. When I mentioned this he replied "Oh, you have an appointment? I thought you were a walkin. Oh ok, then we can fix it today for you". How he did not know that I had an appointment is beyond me with all of their ipads and fancy customer check in system.

Next he tells me that he can't work on the phone until the battery is run down below 30%, due to the fact that it is a 3rd party battery. I've never heard this before and think it is quite ridiculous. So I had to sit there for 10 minutes sending snapchats from my daughter's phone to kill the battery. Finally, I got the battery to 30% and he says he will take it. It was about 7pm now and he said to come back at 9pm. I asked him it they would just text me when they got it done, in case they got it done early. He just said "Come back a few minutes before 9". Side note: I have replaced batteries on iphones before and it takes about 15-30 mins, NOT 2 hours.

I came back at 9pm and had to wait quite a while for them to bring the phone out to me. When the employee finally brought it out to me, he said that they were unable to replace the battery because the little adhesive pull tabs that hold the battery in had broken off when they were trying to remove them. For anyone who has done a battery in an iphone before, you know that these pull tabs will commonly break off; even when removing apple OEM batteries. The solution then is to carefully pry the battery out or use a heat gun to get it out. It's not a big deal at all, but evidently Apple was unwilling to finish the job after breaking off the adhesive tabs in my phone. I asked the employee why they let me sit and wait for 2 hours and didn't text me when they discovered this problem. He just looked at me blankly and replied "It takes a while to get the phones open and figure these things out..." So I wasted about 3 hours of my time for them to do nothing to my phone other than rip off the glass screen protector and break the adhesive tabs that hold the battery in.

Needless to say, I will NEVER go back to the Apple store for service work on my phones ever again. They are an absolute joke, and obviously do not care about their customers. I have been a fan and customer of Apple products for years, but this kind of service has me rethinking whether or not to give them any more of my hard...

9/10 times when entering this store it's either greeted by extreme rude/hostile/contentious or extremely fake workers. I went to the store on 3/16/18 for a dual purpose, one being my $3000.00 computer(6 months old) going on two weeks it's been in repair, and two I needed to get a case for my iPhone. So, on entrance, I asked nicely to check of my MacBook Pro 15 the status of, and of course, it was not completed or even near, as they do not even have the part in stock after a week has gone by. But anyhow, the girl who greets/signs people in then told me "did anyone call you" hinting at "why did you come in here, we'll call you". Right of the bat she just acted hostile, and then as I walked to the cases, mind you, the reason I had gone into the store in the first place, she tried to give me orders not to go anywhere "she was calling to the back genius room to inquire" and I just asked her to stop trying to control me and I'll be looking at the cases. Apparently she did not like that, as the apple genius girl continuously approached me, she also barked out "We Will CALL You When It's Ready" - again, I was went in there for a case also, not just a status check, but these people are more angry than a worker should be, when it should be "I" the customer who would be a little upset considering the time frame and the circumstances surrounding my MacBook just sitting in some repair shop for over a week now with no end in sight. I tried to report this to the manager "Gary" and 'I found out real quick, how fast poor leadership trickles down to employees, sadly but true, Gary. This Manager named "Gary" did not want to let me have a word in edge wise after I was reporting the contagious hostility and contentious rudeness that prevails amongst the "Woodland Mall" Apple store. I could go on, but I think we all understand being Mac owners, how we expect to be treated and THAT WAS NOT RIGHT!!! And the fact my computer still sits unfixed and part on back order with really no logical excuse or end in sight. In order to fix computers having parts in the shop is a must and part of the deal I thought(it would be like McDonalds not having any burgers) with an open sign. However, this is just unacceptable and inexcusable, running a computer store that fixes computers, but doesn't have the parts in - going on a week now, and they've done nothing to accommodate me in the meantime, didn't even so much as offer me an apology. She just got angrier the more I tried to question her! I've been going here for two decades now, and I'm sorry to say, but this new generation and new CEO is ruining the apple and apple products as I once knew them to be of the highest quality, they are ruining it, right down to this goofy "All inclusive usb-c not one port, not two ports, BUT ALL PORTS ARE USB-C- aka thunderbolt(how wrong)". .People are going to start going back to windows,...