Apple Aspen Grove — Local services in Littleton

I visited this location on 5/8/21 for an express replacement of my iPhone 12 Pro Max that has had a multitude of issues. This was my third time visiting an Apple Store so before going in, I attempted to call Apple Support to do the Express Replacement. They wanted to charge my card $1,299 to hold funds until they get back my broken phone in the mail. I pay for the express replacement service but that does not matter, they still require the charge to send me a new phone. The supervisor on the phone told me that I would have no hassle saying I wanted to replace it in the store, they are required to do so because I pay for the express replacement service. So I proceeded to the store- the genius bar employee I had at the store was extremely rude to me and acted like I as a customer did not matter. He belittled me saying there's nothing wrong with my phone. I use my phone for a second part time job and it requires the camera, which only functions 3/4 of the time. The other times I have to shut down apps, restart the phone to get it to work. But because he didn't see the issue, he would not replace the phone. There was also a long list of other things going on (hey siri not working, swipe down to search showing a blank screen, and more) I expressed that the Apple Support lied about what services I'm permitted which he again belittled me in saying that "they did not lie, you CHOSE not to accept their offer of replacement so it was not a lie". Rather than tell me they may have misinformed me, he decided to blatantly point the finger back at me and say it was all my fault. The supervisor on the phone told me explicitly they would replace it HASSLE FREE, which I asked about because I could foresee issues once I got to the store. After I expressed they lied again, the store employee then went to a manager, of which I could hear the entire conversation behind me, and he decided to make me sound like I'm trying to cheat them. I have had an iPhone since the first iPhone, and he is accusing me behind me back very loudly of lying. He showed me his device that ran a scan of my phone and it said my phone was working just fine and explained again that he would not be replacing it and I was at fault for not wanting my credit card charged an additional $1,299 for however long for the Express replacement service over the phone. Having held an iPhone for way over ten years I have been to many stores with issues and have always felt they assisted with all of the matters I was having. I am very disappointed in the behavior and how this employee reacts with customers to provide customer service. I have worked in customer service for 15 years and I would never be this rude to someone, I would try to find a resolution rather than belittle a customer so they can hear it, he needs some very serious lessons about...

Apple Aspen Grove no longer stands behind its 90-day service warranties, or its customers with disabilities. I am legally blind and use a guide dog. Apple customer since the days of the Apple II. I depend on my iPhone camera for accessibility, to see what is projected on the screen, read signage, and magnify small print. December 24, 2018, I brought my iPhone 6+ to Aspen Grove, and purchased battery replacement service, which came with a 90-day warranty. Since the replacement, the camera intermittently loses control, the stabilizer goes crazy, and the image is very shaky, rendering it unusable each time the magnifier/camera app is opened, but temporarily correctable by shaking the phone each time it occurs. I have thus been unable to reliably use my iPhone as a magnifier since the battery replacement, especially viewing fast-paced projected presentations at a distance. They had to open the case to replace the battery. Since it was intermittent, and due to my transportation challenges, I was finally able to bring it in today, still within the 90 day battery replacement warranty period, explained the situation to the "genius", who agreed the camera needed to be replaced. He even instructed me to shake the phone to get the camera to stop shaking! They wanted $59 for a new camera, insisting it had nothing to do with the battery replacement, even though they opened the case. I asked and pleaded with the "genius" and the manager, and they would not budge. He said it would be unfair to their other customers to stand by their warranty and waive the charge to replace the camera that was likely damaged when they replaced the battery. I asked them, what about being unfair to this customer? The "genius" and the manager were both extremely unprofessional towards me, insisting their battery replacement work had nothing to do with the camera, and they even told me I should have come in sooner! So they would have replaced it in January, but not now, even though within the 90-day warranty period? I am saddened that Apple no longer stands behind the warranties it claims to provide, or its customers with...

In June 2017 I would have rated this store a 5 star with fast paced service and outstanding service, but today I received the worst customer service. Like I mentioned I was recently there in June to fix my phones display but unfortunately it re-cracked NOT by being dropped. I called before I drove down there and they said they would be able to help as long as I did not drop it. So, I drove down there. I was there at 1pm and did not leave until 5pm! They had no sympathy for my situation and when I talked to the manager he said because there was physical damage to the outside of my phone there was nothing he could do. OK well I have dropped my phone before and I've had it for a couple of years now of course there would be damage! and he didn't even ask me what I wanted to do. (either get it fixed or just leave it). So they walked away, I called my parents to get there opinion. I decided to just re-fix my phone I had to go back and re wait for someone to be available! Then, right before they were going to take my phone and fix it, they asked if I was 18+. I was like no, I will be in a week though. So apparently you have to be over 18 to get your phone screen fixed. I didn't know that. I was at the same store a month ago and they fixed my phone with no problem! So they went back and got the manager again and they come out and tell me that I have to have someone over 18 to sign for me. So I'm like okay but I was here a month ago for the same reason and there was no issue there! I had to drive all the way home pick up my father and drive all the back! And finally they fixed my phone.. took 2 1/2 hours but they did. Paid the full price and everything didn't offer anything to me. However, the worst part was no one (i.e. the technician or the manager) did not apologize for nothing, acted like my situation was nothing. That was the worst customer service I have every received! Never going back there again, I recommend going to the apple store in Cherry Creek where you can have a MUCH...