Apple The Mall of New Hampshire — Local services in Manchester

Went there for a very simple procedure. Getting battery replacement for two iphone 6 plus. Told to come back in one hour. Came back in one hour and was told that one was completed and the second was almost finished. Told to return in 15 more minutes. Came back in 15 minutes and was told that one phone's home button did not work so they were going to replace display since they believed that to be the issue. Told to come back in a half an hour. Came back in one half hour and was told that once the display was replaced the phone would not power up. At that point I was told they were going to replace that phone for free (but still charging me for the battery after destroying my phone and data). While they were informing me that they destroyed one of the phones they also informed me that the second phone was destroyed as well, so they were replacing that phone as well. Two phones destroyed, tons of photos, documents, and contacts destroyed.

Then, as if that was not enough, they gave me two replacement phones that were not unlocked like the ones they destroyed and then to make matters worse they were unable to activate them. We still have not been able to get the two phones activated. Not looking forward to tomorrow and the additional aggravation I will go through getting this issue straightened out. So I arrived with two phones that needed a simple battery replacement and left the "genius bar" with two bricks and a ton of lost contacts and memories.

This is not the first bad experience we have had at the Mall of New Hampshire Apple store, and I would not recommend taking your devices there unless you are prepared to be bitterly disappointed. On top of that I was forced to pay for both the battery replacements. Also dealt with one very rude employee and I tried to complain to the "head genius" but he was not at all moved by my frustration at this nightmarish experience. I demanded the employees name so I could make a complaint, but neither the head genius nor any other employee gave it to me. Stay far, far away from this place unless you are prepared to lose everything. The lower level employees that I dealt with could not have been nicer, the upper level ones were very cold and unsympathetic.

This was our first (and last) Apple purchase. We spent nearly $3000 between buying the phones unlocked and purchasing the Apple Care two year extended warranty, only to go through this terrible experience while trying to replace their defective batteries. Will not be buying any Apple products in the future and I DEFINITELY will stay far, far away from the Mall of New Hampshire Apple Store once I get them to finish sorting out the mess that they created and frankly did not seem the least bit sorry for. Very unsympathetic. We are bitterly disappointed.

We fully intend to pursue this with their corporate headquarters as well as with the Mall of New Hampshire Apple store since we feel that the manager was not at all sympathetic to our horrible experience and we do not trust him to do anything except cover for his rude employee (whose name we still hope to acquire in order to file a complaint against her). It's hard enough to go through and experience like this without having one of their employees make matters worse by being rude and unsympathetic. There is a good chance we would not have been so upset if she hadn't been so rude. You would think that after bricking two phones they might understand that a customer is going to be a bit perturbed, but she didn't want to hear any of it and ran as soon as she was called on it. No apology and she had something to say over her shoulder as she was leaving. Very rude and uncaring.

Saddest part of all was them destroying the final messages I was saving after my sister passed away last year. I will never hear her voice again and that is something that they can never make right. We will force them to care before this is all over though, even if it requires public shaming on social media and we also intend to run this past our attorney to see if we have any legal recourse. Not...

I had quite the disappointing experience at this store yesterday (7/9). While vacationing in New Hampshire, I broke my current iPhone and needed a new one ASAP for work. I drove for over 3 1/2 hours from Jackson, NH to Manchester, NH to make it to this Apple store. (The drive normally should take about 2 hours, but I sat through quite a bit of traffic.) Due to the traffic, I was only going to make it to the store about 5 minutes before closing. Knowing this, when I was about 30 minutes away, I called to ask an associate if I should still bother coming in because I'd be arriving almost as they were closing and was unsure if I'd still be able to buy a phone. They informed me that "as long as I got there before the doors closed, they'd take care of me." Fast forward 30 minutes and I arrived at 5:55pm with the doors still opened (after sprinting through the mall to get there.) I informed an associate right away about what had transpired and that I knew exactly what phone I wanted and that it would be for T-Mobile. He went to talk to the manager. The manager indicated that they could not sell me a phone and sent him back over to me to just offer a flat "no" without even speaking to me himself. At that point, I asked to speak with the manager personally. He came over and said that T-Mobile activations take from 15-25 minutes and he didn't want to wait as they were closing. Once again, he told me "no" and I left the mall. Throughout this process I apologized profusely about coming late and I understand where an associate would be coming from about the late arrival(although they were all VERY receptive.) The manager however surprised me a great deal. I worked in retail for over 5 years myself and currently work in e-commerce. Everywhere I've worked has made customer service a focus and has gone above and beyond to help the customer. Apple (in my prior experiences) had always been big on ensuring customer success. This manager and this experience overall demonstrated otherwise to me. I would assume that they all don't walk out of the store at 6pm on the dot, and the manager would most likely be there till 6:30-6:45pm. I would have really appreciated some help, and my hope for it is why I kept driving through all the traffic. All I left with in return was very little sympathy, a flat "no", and a broken iPhone in my pocket. Sorry for the long winded review, I never write these things, but I just wanted to express my...

I've been a loyal Apple user since I got my first Apple Performa 450 in 1993. In July 2022, brought my Apple MacBook Pro into this location because it wouldn't start. After 15 minutes they came out and told me my Logic Board died. Now the computer was only 45 past the manufactures warranty. After a go around with them I agreed to have it sent back to apple and for $478.00 have it repaired. In December of 2022, the computer died again. Brought it back to this location where I was told the logic board had died. Again... I was told by the "genius bar" rep that they could not repair it because it was 60 days past the warranty of the logic board replacement. They would not help me and said I need to contact Apple Support. So I called only to be connected to an Indian Support center who connected me to a "So called" supervisor named Anthony. Anthony obviously didn't want to tell me he couldn't help so after 30 minutes on hold I was disconnected and was sent an email saying

"We called but couldn’t reach you. If you still need help, let us know. Click the link below, and we’ll connect you with the next available expert" First this was BULL... We have call waiting and Anthony did not try calling back.

So I requested to have a call back where "Diane" without missing a beat told me, "Yeah, so sorry. But your request is denied". What request? Anthony was going to give me options from what I understood. Even the guy at the Indian Call center was more helpful and a hell of a lot nicer.

After Diane hung up with me, my son asked me "haven't all your Apple Lap top had logic board issues" He is right, my two iBooks, MacBook, and now this MacBook Pro all have had Logic Board issues. In total I have replaced 7 logic boards in 3 lap tops.

I am now reconsidering my loyalty to Apple. Supposedly, I am to get a call from the "Complaint" division. Depending on how this plays out, hopefully my computer will get fixed or I will be filing a complaint with the NH Attorney Generals office. Being the fact that I am a director at a Chamber of Commerce, consumer complaints are something I deal with daily. I'll keep...