Apple Main Place — Local services in Naperville

As an Apple store, I am distraught with the condition in which I received my iPhone 15 Pro after an agreement to repair my phone. The phone is essentially in a much, much worse condition than when I gave them the phone for repair. I understand the additional repairs needed for the phone but of course, these guys spoke to me as if I couldn’t comprehend the issues with my phone when all I wanted them to acknowledge was that my phone now has a green light and more cracks.

My primary issue was not that the phone could not be fixed, but that their tech advisors did not disclose such information of the permanent green light (see pic) and the plastic on the screen they’ve put on was so hard to remove, it actually removed some glass and caused minor cuts on my finger. Not even a warning to remove or be careful. That’s simply my issue.

I explained to the ‘Lead Genius’ of the store, Joey, the above and he was uncooperative and could not entirely comprehend the issue at hand. His solution was ‘did you want a cover for your phone?’ - Evidently a true genius at work with impeccable listening skills.

Joey had repeatedly referred to the terms & conditions but could not look at the T&C together with me, nor refer me to the relevant section of the contract for my ease. Joey had also circled around the issue and tried to explain. From a business perspective, I would have imagined Joey’s job is to work together with the consumer and collaborate to explore possible solutions but Joey had instilled no confidence in me, and provided an insincere apology.

Towards the end, and not to my surprise, Joey had talked down to me. I wasn’t even yelling, raising my voice, I was simply upset over this whole debacle. I don’t have a right to be? I mean you gotta give it to this man was worked up over our conversation? This is your job. I had asked a question “why didn’t your tech advisor inform me that I have this green light on my phone?” and of course, he responded with “you could’ve done it yourself” and walked away. - With all due respect, I presume Joey forgot he works in a retail store.

After Joey walked away, customers did tell me that was rude of Joey and he had no shame to say that in front of people and my family. Of course, there weren’t any Apple advisors nearby when he said it. A true craftsman hard at work.

Joey - as an FYI on the T&C, section 2 expressly states:

If Apple brings your product back more damaged due to unauthorized modifications or repairs done before they attempted the repair, they are not responsible for that additional damage. However, if the damage is caused by Apple or an Apple Authorized Service Provider (AASP) during the repair process, they would typically be responsible for it, unless the damage was due to pre-existing unauthorized modifications or repairs. (comment: I’ve never had any unauthorized changes or repairs, you were supposed to be the first)

Maybe next time, don’t get worked up over a discussion about my iPhone 15 Pro or something Joey. At the end of the day, pls remember you work in retail - it’s your job to help and not walk away after saying “you should have turned on your...

If it was possible I’d give this store 0 stars or 5 poop emojis in place of the stars!!!

In the early evening on 7/9 I dropped my phone and the screen cracked rendering my phone useless. I quickly went over to Comcast (where my phone was purchased & who my service is through) & learned after about 20 mins working with them that Apple would replace my phone since I had Apple care insurance. All I had to do was get to an Apple store, simple right?? I knew the location of the Naperville store and headed directly there & arrived shortly after 6pm. I noticed a line and just got in and waited until it was my turn to speak to someone. After a few minutes I was up and I explained my situation to the guy working the line. I was asked if I made an appointment - clearly he wasn’t paying attention because even after showing him my damaged phone I was unable to make an appointment. I was immediately turned away and told to make an appointment. I again explained the phone is used for both personal and work purposes and I couldn’t be without a phone. Not even on an emergency basis would he even attempt to work something out. Before leaving I went back to speak to a manager and he stated he’s the manager. With poor customer service skills like that he’s better suited to be the appointment scheduler at one of the various rub & tug joints scattered around the around the Chicagoland area. Sometimes you just need to think outside the box and make a command decision, but he’s probably just another corporate robot who is incapable of using independent judgement and thinking. I dealt with Apple care support the next day and they are just as poor!!!! No appointments available in a 150 mile radius for the next 7 days...they could send me a new phone via “express” delivery but it would arrive in 7 days. UNACCEPTABLE!!!!!! I admit I became verbally abusive to their phone drone but lack of empathy and trying to reach a reasonable solution wasn’t being comprehended. I even proposed the idea of them calling a local store, speaking to a manager directly and getting me in on an emergency basis or even the option of me waiting outside after handing over the phone and pertinent info needed to replace the damaged one with a new one. NOPE!!! The sad part is you can’t even call a store directly with Apple!!! You have to deal with their phone drones!!! I heard about this store in particular and the overall Apple care customer service experience as being some of THE WORST from people AND vendors of their products!! This speaks volumes of how Apple considers the importance of their customer service side of the business!! Shame on Apple for such a piss poor customer service track record!! Anyone who has to deal with them on this sort of level brace yourselves for a complete and utter...

As a repeat customer, this was a Top 5 poor customer service experience. I don’t want it to be a reflection of Apple, but more of a store culture/management issue. I presented a problem where I felt there had been an electrical problem, heat issue, power would no longer work, with a dusty orange powdery substance left on desk. From the start, it was clear the employees would listen really well, but then be robotic and not think about the situation. Instead they kept putting the burden on me saying I must have spilled something, or had something orange near my computer. They sent pictures of the inside of my computer to their “experts” and through pictures taken from a foot above the computer, they declared it was my fault and accidental damage, so my 7 month old brand new MacBook Pro needed a $1700 fix that was on me and not covered. There was no consistency of service…I took it in on Friday. They didn’t call me over the weekend as promised, so by Monday or Tuesday I went back to store and apparently the investigation had never been ordered and they needed to re-order the process to get to the decision described above. So my computer sat through the weekend. The next day after they brought in one of the super managers to stand there to listen to me and say…”we trust our partners and that’s that. We can’t do anything once they determine the issue.” Easy to declare in their favor to make more money. No one even tried and they kept blaming me. The good news is I took it to the Apple Store in Oakbrook…

Michael there is everything that is right within a big company. Employees can be robotic and set in their ways/prepared with corporate lines and processes. Michael was the opposite…he listened, he cared — he thought critically about the circumstances and situation, and he worked towards a solution. Can’t recommend him enough.

Mikey (Manager) in Oakbrook seems like a tremendous leader as well. Mikey listened to my story and instead of dismissing me (like the other store), I firmly believe that common sense, and caring about the guest (me) in the store prevailed. It’s more than ok to help people, research, dig into an issue, ask questions, investigate etc. Mikey and Michael did all of that and it was really cool to see.

They also said there was no liquid indicators inside that had been impacted, and appeared in fact to be a heat/melting issue. They called and walked through the process with the experts, describing what they were seeing.

I ended up getting my $1700 in fixes covered, and the computer rebuilt. Head over to the Oakbrook store. They do it right. Went from Top 5 bad experience in Naperville to Top 5 great experience...