Apple Park Meadows — Local services in Lone Tree

My entire experience was incredibly disheartening and left me feeling undervalued as a customer. The lack of accurate estimate repair times updates, and overall communication only added to my disappointment. I had to miss work and wasted entire day due to the in accurate information provided by the stores employees.

I recently had the unfortunate experience of visiting this location for repairs on my MacBook, and the encounter left me extremely dissatisfied. I would like to share my experience, hoping that the store can address the issues I encountered, particularly in terms of communication and time management.

Upon arriving at the store, I explain to the employee that my MacBook was experiencing issues with what they believed to be caused with the motherboard. I was initially informed that the repair would take approximately 30 minutes, and I would receive a notification once it was ready. Unfortunately, this estimate turned out to be far from reality.

After an hour had passed, with no updates or communication, I decided to return to the store to inquire about the status of my MacBook. To my surprise, a different employee, apologized for the previous false promise, and informed me that 30 minutes was an unrealistic timeframe. Instead, I was told that it would take at least three hours for the repair to be completed, and I would be notified once it is ready.

This was highly frustrating, as I had to spend a considerable amount of time, waiting for any form of communication, while living an hour and a half away from the store. Unfortunately, even after waiting for four hours, I received no updates or communication regarding the progress of the repair. At this point, I decided to return to the store once again.

Once I arrived, a different employee informed me that they would have to hold onto my MacBook overnight and hope to resolve the issue by the next day. In the worst case scenario, they would need to send it away for refurbishment, and I would have to wait for their decision. Feeling that this was unacceptable, and a lack of respect for my time, I requested to speak to a manager.

When I asked to speak to a manager, the employee informed me that he was the manager. Although he was apologetic for the poor communication skills displayed by his team, he did little to alleviate my disappointment. He assured me that the issue would be addressed in the next staff meeting, but at that point, there was little either of us could do.

Regrettably, I had to drive home, which took an additional two hours due to traffic, adding to the stress and my depression that all this caused. Later that night, I received a call from the store, informing me that my laptop is facing issues with the motherboard and possibly other components. Consequently, it needed to be sent away for replacement parts. While they did acknowledge that this was an issue with the laptop and not something I could’ve prevented, they drop the bombshell that, since it was out of warranty, it will cost me $500.

I sincerely hope that this location and all Apple stores takes my feedback seriously and works on improving their communication, protocols and time management. As a loyal customer, I expected better service and respect for my time. I trust that my experience will serve as a learning opportunity for the store, and that they will strive to avoid such frustrations and letdowns...

I had a horrible experience at this location. I made an appointment with them which was not available for two weeks. I went to get a replacement because through sprint I paid for apple care. I was told by the tech guy that I did not have apple care and he proceeds to give me silent treatment. I asked okay can I go then as he just looks at his iPad gives me the number to call and file a claim with the insurance he tells me I do have. So I go home file a claim online go into the sprint location the day I scheduled with them as they tell me I do have apple care and print out the proof that I do. Then I rush back to Apple Park meadows without an appointment. The blonde tall male who checks people in asks me if I have an appointment. I tell him the full story and that I need to be seen because I was very convenient for them the first time with my appointment. He decides the check if I even had an appointment the week prior which was irritating. He asks to check my proof of apple care just to be proved wrong and they tell me they’re not able to squeeze me in for a replacement. I asked both gentlemen up out front of the store if they could make me an appointment the next day . They tell me they had walk ins which was frustrating I’ve already been there twice plus twice at the sprint store. I’m wasting time gas and money running around for my replacement which I pay for through apple care. The gentleman were not apologetic, I didn’t even hear and I understand. All I was told was I wasn’t going to be seen and that I could come the next day for a walk in which I wasn’t going to bother with that because it was Saturday that they except walkins and I work Saturdays till 2 PM and I was not gonna sit there and wait to be seen when I conveniently already schedule an appointment a week before their technician had my phone in his hand and told me, I did not have AppleCare. I find that really unprofessional. He was also sliding my phone which is cracked on the back of it across The table which was creating glass to be everywhere my fingers got cut when I was home to use the same broken phone I don’t know if they didn’t want to see me because they thought it would take a while to back up my phone but I put on my appointment notes the phone was cracked on the back and I needed a replacement because my Wi-Fi and Bluetooth does not work so I cannot back up my phone I really just need a replacement which I have paid for. I think the part that got underneath my skin the most was that they didn’t even try to squeeze me in or try toHelp me with my issue there’s no reason that they should’ve not been able to tell that I had AppleCare already considering this is their job and they do this every day it just doesn’t make sense. Now currently I am going to a different location to try and do the same thing they are lucky I didn’t just decide to go back because I decided it wouldn’t be the best idea because after they helped me get my replacement I would’ve asked for the manager because the way the gentleman who check you in front treated me that day was unapologetic and...

This is the single worse customer service experience I have ever had. The tech department has been unable or unwilling to help. We have had the same problem for over two years, and the answer is always to wipe the computer and perform a clean install. Over a year ago we spent two hours watching them perform rudimentary "fixes" and uninstall software that runs perfect on our other Apple devices, only to bring it home and have it crash within 15m. I was able to find a work around until the recent OS update.

With our latest trip to the "genius" bar they kept my computer to run diagnostics. I received a call a couple hours later letting me know that the diagnostics were negative and they recommended I pick up the computer and bring it home to test it. I refused and asked them to login and reproduce the problem, and they refused citing privacy issues. They said they could perform a clean instal, but would be unable to test it afterwards due to privacy issues unless I come into the store to login. I reminded them that after a clean install there is no password and should be no privacy issues.

I asked to speak with the store manager, and instead received a call back about 20 minutes later that they had repeated the diagnostics and this time it pointed to my third party RAM. My option was to buy new OEM RAM to see if that helped. WHAT!? (1) They were just telling me that diagnostics were clean (2) The RAM worked perfectly with no crashing when I turned off the screensaver and stopped the hard drive from shutting down prior to the update.

I was beyond frustrated and mentioned that I felt like I needed legal help to get them to do their jobs. The tech leader then let me know since I brought up legal she needed to end the call, and they would be marking my computer "repaired" and ready for pickup. She also let me know that Apple Care is a free service alluding to the fact that I should be thankful for their "help" despite the fact that I paid for it.

I have several apple products, and it seems that whenever there is an issue within warranty, their only solution is a clean install. I am wondering where the "genius" is in this.

I am so confused and so frustrated. I miss old Apple when they actually cared about their customers and the quality of their products.

• update. I picked up my computer and now it will not even turn on. The store manager never called me as promised. Appointment at Best Buy on Saturday with...