Apple Suburban Square — Local services in Lower Merion Township

I had to bring my iphone to the Apple store because I had just bought a refurbished iPhone and when attempting to set it up and creating a new iCloud address somehow the password and pin were written down incorrectly and I got locked out of the phone! Ok, so I'm an idiot! But the CS Agents on the phone said the technicians in the store can fix everything for me! They told me "not to worry the problem I was having was really not a big deal, the CS Agents in their store could fix it in a few minutes." They said that, "If I had had a computer at home they could have walked me through it"? IDK if that last part is true but I didn't have a computer so it's irrelevant, my only option was to go in person. The first tech assigned to me had absolutely no interest in hearing, let alone answering any iPhone questions above the explanation of what I needed done today and by keeping his answers to one to two words whenever possible, quickly made his attitude clear! I'm new to Apple. I've always had androids and I wanted to upgrade! The tech said that, "the process was going to have to be done in two steps: first wiping out part of the iPhones memory (or resetting ... Not sure which term is actually correct to explain the process). He checked my Amazon receipt and said when this step was completed he would erase the iCloud address and something else.... 🤷🏼‍♀️. Then he asks for my Name, address, and cell number which he put into the iPhone! At the time I thought nothing of it, I mean we just finished discussing that I needed the phone wiped clean of my information so it could be returned so he wouldn't ask for this information if it wasn't absolutely necessary, right? (Not!!!) At that point he initiated the first step and said he'd be back..... only to never be seen again! (By me anyway!) About twenty minutes after I could tell that the phone/computer process had stopped. I said to a different technician that "I think I lost my technician?" Obviously very annoyed with my statement, she looks down at my phone picks it up and hands it to me curtly saying that, "You didn't LOOSE YOUR TECHNITION! THE PHONE IS READY FOR YOU TO TAKE HOME.... ITS DONE!" I said, "No it's not "READY" the tech that I HAD said he had to do a second step to erase the iCloud information so that I could return the phone!" "Oh," she says. "Well you NEED the ORIGINAL receipt, Do you have that?" I showed her my AMAZON receipt. She looks at it smiles and says, "NO I told you you HAVE TO HAVE THE ORIGINAL RECEIPT" I said, "Well, it's a refurbished phone, it's a trade in the seller doesn't have that receipt!" ,"Well", she continues, "Without the ORIGINAL RECEIPT WE CAN'T HELP YOU! (She appeared VERY happy about this because her smile was beaming! 😁) "Oh, just so you know, I doubt the seller will take that phone back with the iCloud address in there .... Good luck with that!" She turns and walks away. (quite proud of herself if you ask me!) So, now this Apple iPhone that upon walking in this CS store HAD my new iCloud address and password that I had no idea what it could be (nothing that could actually come back to haunt me by someone who actually knew what they were doing and managed to access what was on the phone after being returned, but, thanks to these VERY VERY HELPFUL PEOPLE the iPhone NOW HAS "My full Name, Physical Address, Cell phone Number, iCloud address, AND Gmail address!!! Oh JOY thanks so much Apple! On top of these helpful, knowledgeable, and empathetic CS Agents possibly giving my personal information to a hacker I was lucky enough to have such a wonderful opportunity to have a lovely, joyful, and helpful conversation with that TECHNITION who obviously was having an even WORSE DAY THEN ME! Would I recommend this particular store for any unsuspecting iPhone or any Apple user to use for service? Well, MAYBE, that is: IF I REALLY DIDN'T LIKE YOU! 😜 My one an only consolation is that Amazon CS said they would return my money if the seller refused! Cool beans! Something finally goes...

Extremely rude sales associate… wow. I went in to get a price on repairing a phone’s broken screen. They assessed and it didn’t seem worth what it would cost to repair it, but the employee who walked me through the repair option and price said he would have a sales associate come and see what type of trade in credit would be available since it is a recent phone (iPhone 11 Pro) with the other parts in great condition. The woman assigned to handle the sales element was so incredibly rude. Apparently it had not been conveyed to her that the screen didn’t work when I was handed off from the repair employee to her. She literally laughed at me to my face for thinking there was a trade-in credit available. I have no issue with Apple having a policy around that but it was incredible just how rudely she treated me. She acted in such a condescending manner when I had an expectation set BY HER COLLEAGUE at the store. It’s a real shame because my service experience was otherwise good. Would definitely recommend against this store based on this absolutely horrible customer experience interaction.

Apple management, you should easily be able to identify the woman to whom this was assigned based on my name and visit date of 04/04/2022. This type of interaction is appalling to be representing the Apple brand. I certainly hope action is taken to discipline and train this exceedingly rude employee.

UPDATE 4/8/22 I discovered today by calling the store that the part that was ordered in for fixing my phone had arrived, no one contacted me, and they canceled my repair order because of my not having had it repaired as soon as the part came in. Yes, you read that correctly… I was waiting and waiting for this part and checking my email every few hours. Never notified and they canceled my repair. I ask if they still have that part on hand so I can have my phone repaired. They tell me they can’t do anything about it over the phone and I have to go into the store to start a new repair and see if they have the part. I go into the store and, thankfully, they have the part in stock. They tell me the phone will be ready at 4:10pm. I ask if they will send me an email letting me know it’s done before I go to pick it up. They said no, I won’t receive any notice, and I should just plan to pick up at 4:10. At 4:10, the phone is not ready. They tell me it’s actively being worked on and will be ready in 20 minutes. It’s too short a time to justify driving home and back again, so I walk around Suburban Square wasting time. At 4:40, I return to the Apple Store and am told that my phone is still not ready. They send someone into the back to look into it. Finally, someone comes over with my phone, saying he was looking for me in the back near the Genius Bar. I said I was told to wait up front since the employees doing check-in couldn’t check me in since my device wasn’t ready. He tells me I’m wrong and it’s been ready. This is within 5 minutes of another employee telling me the status was not completed. This store has...

Killed my iPhone X, unapologetic and unresponsive. Aging iPhone X had a screen replacement this spring and good as new, until the battery went wonky (not holding charge, sudden shut downs). Scheduled online for $69 battery replacement. Kept my appointment, waited through diagnostics, told I would have to leave it overnight for the repair, and yes, it's the battery. They were aware it had an aftermarket replacement screen. Told me it''d be repaired and ready at 10:30am next day. No interim contact, though they had my email. Arrived next day: Not repaired, just made much worse. They presented me the phone with the screen fully detached from the unit (but for one wire), said "not their screen" and "face ID device is broken." Face ID tested fine (by them) before I left it. Nothing they could do, but if I want to wait for salesperson to be free, they can sell me a new phone I hadn't needed yesterday, at full price. They suggested I go to the repair shop where the screen was replaced to see if they could do the service. I did, and the knowledgeable techs there were shocked at how Apple had treated the phone. Apple tech had clearly pried off screen without removing the screws or tabs at the base (which were under a wrap I told them they could remove), so that face recognition unit was broken (half stuck to screen, half still within base), speaker unit busted, and just not good. I went back to Apple Store and had a half hour complaint session with the store manager and a tech, upshot being they had not charged me for repair, I had signed (a blank signature screen) when I dropped the phone to them, what was broken was an aftermarket part (not really - it was the Apple original face recognition camera element that they had broken taking off the aftermarket screen), they take no responsibility for breaking the phone when opening it up. They offered no accommodation whatsoever, not even any credit or discount toward a replacement phone. I walked in with a fully functional iPhone with battery issues, walked out with a junky paperweight and zero...