Graphite - Apple Premier Partner — Local services in McFarland

I'm giving Graphite a one star review because the service I received there was far from satisfactory. I live an hour away, but having an iPhone and Apple being closed this is where I had to go to get my phone fixed under warranty at no cost to me. It ended up costing me a lot of my time and a hell of a lot more gas money than anticipated. My first apt I had with them they ran all the diagnostic tests and concluded that they had to replace my phone. Since I had run out of space on the cloud they suggest I back my phone up to my computer and comeback to get a loaner phone and that's when they would send in the paperwork to get me a replacement phone. When I started to ask questions about my replacement phone I was cut off and shut down. They would not answer my questions about the replacement phone being of the same generation, same amount of storage space, or same color. When I came back a week later, they could not find my original apt in the computer system and therefore had to run all of the same tests again. After about half an hour they decided that they were wrong the first time and my phone could be fixed with a service repair instead of needing a replacement. I did not factor in the time it would take for a service repair that day since I was told it was going to be a quick signing of paperwork and getting a loaner. They told me it would take 5-6 hours. I worked in four hours, an hour away. They told me I could not pick the phone up the next business day (which was four days away due to a holiday weekend) nor could they give me a loaner. So my only option was to come back in four days with enough time to wait for a repair. I did. After driving up the third time and waiting fours for a repair, they told me their original thinking was correct and that my entire phone would have to be replaced. They told me they would call me within the week and after they did I had 24 hours to get there or I would have to go through the process again. Mind you I work, I'm in school, and I live an hour away. Thank God I find a way to make it work when they finally call me 7 days later to come get the phone. I get there and they hand me the new phone, take my current phone and factory reset it, wiping it of everything before they even so much as turn on the new phone to make sure it's all working and send me out the door. I ask them about activation and if I'm ready to go from here. I get no real answers other than a hurried yes to move me along to get to their next customer. I get in my car and turn on the new phone, it says "Put this phone next to your old phone, enter your Apple ID password, and let wifi do the rest" Well wouldn't that have been nice to be able to do. But instead I have to wait until I get home to plug my new phone into my computer. After I do so I realize I cannot make any phone calls or text messages. I then go to my provider US Cellular, they are unable to activate my phone because Graphite did not leave me my SIM card out of my old phone, nor did they give me a new one. So I have to buy a new SIM card from US Cellular in order to get my phone activated. These guys are supposed to be the experts here, not me. I had no idea my new phone would not have a SIM card, I tried to see if I had to do anymore on my end and my questions were pushed to the side and unanswered. I cannot believe the low quality of customer service and the way I was yanked around in limbo for three weeks and four visits all to end up having to find out how to finish things on my...

I work as an IT Manager and bring Apple Warranty items to the Hilldale Apple Store generally, but this time I brought a MacBook Pro under warranty with a broken screen to Graphite. They stated (erroneously, I may add) that they cannot replace the screen without the end-user's Apple ID and password - that's the first red flag: A genuine, honest, reputable repair shop should NEVER, EVER ask you for a password. They can do a factory reset or use Apple tools to get in to the machine and unlock it.

Since they weren't budging I begrudgingly had them contact the end user for her Apple ID and password.

Once they had that then they wanted MY Apple ID and password, and that's where I drew the line: They don't need any of this information to replace a cracked screen on a MacBook Pro. None. After obtaining the end-user's password and iCloud account information (a password I made her change right away, as I have no idea how Graphite securely stores user credentials) they can easily disable Find My in her account but they really, really wanted my admin account for some reason.

I told them no, they can use the customer's account to disable Find My.

They went quiet for a week, then asked me for a status update.

Status update: I'm collecting the MacBook Pro from them and going to Hilldale. And please remember no reputable, honest, computer repair company, EVER, in a million years, should EVER ask you for your username and password, EVER. They can reset it. Obtaining your Apple ID and credentials is a great way to have your entire Apple identity stolen, and Graphite sure as heck should know better than that.

Another update: Seems they shipped the laptop off to another Graphite store without telling me and after already informing me that it was ready to be collected at the University Ave. location. The customer service here is awful, and I missed my Apple Store appointment. Ugh.

Responding to owner review response: When I called Apple support to get a box to ship the laptop off to, a box necessitated by the fact that I missed an Apple Store appointment due to your lack of communication regarding the laptop pickup location, they stated Find My was off. I'm not sure why your system was showing it as on, but they assured me it was off and they'd not be able to even send a box to me if it were in fact on.

So, your system is broken, the laptop wasn't connected to the Internet to update its Find My status, or someone isn't telling the truth at Graphite. Whichever it is, I'm sure not to go back. The communication is awful and the owner is more interested in blaming customers for his stores' lack of communication and poor customer service instead of fixing the root issues: poor management, poor communication, and poor service.

Also, the owner's claim that his staff did not ask my client for her AppleID and password is, in fact, a lie. The staff did ask her for this information, she provided it, and they shouldn't have asked and she should not have provided. She now knows better than to give that information out.

Anyway, I called AppleCare support, they sent a box, I got the laptop shipped back to me a day later in fine condition. Problem solved.

Lastly, because the owner insists on blaming customers for his stores' documented communication failures and offers no sincere apology and nothing but blame, falsehoods, misrepresentations, and excuses, I'm dropping this...

Came in the store and was trying to purchase item from them. The salesperson at first said they have it in stock and brought the items. 2 minutes later they said they will be able to sell it to me. I offered to pay with 3 different cards and after a few minutes on the phone with someone, they said they can’t accept the payment. Then I offered to pay with a single credit card and after verifying my ID ( state driver’s license) they agreed. They ran my credit card and it was approved by my bank. Then, 2 minutes later, another gentleman came by and said they will not sell it to me because my card was “flagged “ by their bank. I immediately called my card issuer, and after verification, they said there was no problems with my card and that they approved the transaction. Then, the store representative said they will be canceling the sale and refunding me the cost of the item because there was issues with my card, which was not true. I spoke to my card issuers and they said that there was NO ISSUES with my account. The store reps were rude, not helpful and told me to get out of their store. This is the worst experience I’ve ever had in my life. Definitely not recommend this place for any business as their are incompetent, untrustworthy and untruthful. Stay away as far as you...