Apple SoHo — Local services in New York

By far the WORST consumer experience and the WORST customer service! I beg you, if you are looking for a quality product and quality service do not shop here and stay away from Apple products all together. They are happy to take your hard earned money but refuse provide help whenever something goes wrong.

My wife purchased an Apple Macbook Air M1 2 months ago. Apparently their computer screens are prone to pressure cracks and EXTREMELY fragile. We did not know this. A few days ago my wife was watching a movie on her new computer. She made a mistake and held the computer by the screen to adjust the computer's position and a second later a big internal crack appeared on the screen and it was covered in glitches.

My wife immediately contacted Apple for help but was given the run around for an entire week. They kept on escalating the case to different people and giving her different answers on how they could help but kept it very vague. After spending a good chunk of hard earned change on this, after only 2 months of usage, we were beyond shocked.

Long story short. We went into the store today to take in the computer. A "manager" spoke with us. He was extremely unemphatic to our situation, read over his notes from our telephone thread, and told us that there is again NOTHING THAT CAN BE DONE. We must pay $500 to fix the screen.

I called Apple customer service when we got home again, asking for help. They did the same thing. They put me on hold while they looked over their notes and then I got transferred to a "specailist" who proceeded to immediately tell us the same bad news. They will not be taking any action to help. We have to pay to full price to get it fixed. The warranty doesn't cover our issue. He proceeded to put the blame on my wife because she shouldn't have held the computer the way she did. Once again, while talking with the representative, not a single bit of empathy was conveyed. He just kept on saying "she admitted, she admitted!"....again, all we were asking for was some legitimate help and hoping for just good customer service. After paying a good amount of money up front this shouldn't be too much to ask for...we got absolutely nothing. Felt like I was in court having to argue a case for some help with these people.

Still no resolution. I refuse to pay $500 to get this fixed after 2 months when I can just as easily go with another computer brand for the same price as fixing this Apple screen. We made a big mistake shopping with Apple. Never again!

They have no regard for their customers. All they care about is money and that's it. If their screens are so sensitive, there should be a disclaimer on all of their products in bold. The person I spoke to told me that if they included all the disclaimers on the product, it would take a very long time to read...There is not a physical crack on the screen, it's all internal. I was informed that it doesn't matter. They are not going to help. Either pay full price or dispute it elsewhere. OR spend more money and pay for Apple care next time. But there will not be a next time. These people are scammers and bullies. They have a history of unethical practices. Stay away.

Everything about this company is a scam with horrible customer service. Just know what when you purchase an Apple product that you are purchasing an overpriced product and the company does not stand by their product.

And for the record, blaming customers when things go wrong has nothing to do with...

On August 10, 2023, I purchased an iPhone 13 at the Apple SoHo store in Manhattan. I traded in my old iPhone SE3 as part of the exchange. The store attendant, Rachel, assisted me throughout the process. During the purchase, I repeatedly requested Rachel to transfer all the data from my old device to the new phone. I specifically mentioned that I had not backed up the data on my old phone. Rachel agreed to this and instructed me to complete the new phone purchase process before initiating the data transfer. After going through all the required steps, Rachel informed me that the data transfer would take about an hour. I agreed since I had the time. However, during the data transfer process, Rachel made a significant mistake. Without my consent, she inexplicably pressed the button to erase my phone, resulting in the loss of all my data. Upon realizing that my phone had been wiped, I immediately asked her why she had erased my phone when the data transfer hadn't taken place yet. She began to panic and sought help from other store employees, suggesting that I could restore the data using a computer at home. Yet, I had already informed her that I had no backups. At this point, upon learning from other employees that erased data could not be recovered, Rachel did something extremely infuriating – she fabricated a massive lie. She claimed she needed to check with technical staff in the back of the store and then hastily left. After waiting for around half an hour without her returning, we realized that she had left. We promptly informed other store employees about the situation. The store manager was called in, and after understanding the situation, he mentioned he would look into Rachel's whereabouts and left. After waiting for quite a while, the manager returned and told us he couldn't find Rachel, and her phone was also unreachable. The manager then brought in the employee who had interacted with Rachel earlier for us to explain the situation to them. They confirmed our account to be accurate. Rachel indeed erased a customer's phone without consent and irresponsibly fled after realizing her mistake. After negotiating with the manager, we reluctantly agreed to a compensation package consisting of AirPods and a phone case. Given that we were overseas customers and didn't have the luxury of time to deal with this matter extensively, and also considering our imminent return to our home country in three days, we reluctantly accepted the compensation offered by the manager. We believe Rachel might have been aware of our status as overseas buyers, which could have influenced her careless and evasive handling of the situation. All the vital information, particularly the photos of my daughter from birth to her current age of two, were lost due to this incident. We received no apology from Rachel and wasted nearly three hours of our time, only to receive a compensation of AirPods and a phone case, items often given away during promotions. I am truly disappointed with this entire experience. After contacting Apple Soho and further discussing the situation, their decision not to compensate for my losses has left me...

Last September, I bought the 14 Pro, and on Tuesday, my phone suddenly couldn't start without any impact or water damage. I tried charging it at home, but it didn't work. This has never happened in all my years of using Apple phones. Because I don't trust third parties, I booked an appointment with Apple's tech support, hoping to get my phone repaired there. So, early today, I took my phone to the Apple store . The genius bar staff tested various functions, but the phone still wouldn't turn on. So he asked me to sign an agreement, mentioning potential data loss. I asked if it was only partial data loss, and they assured me it would be acceptable. They took the phone to the repair department, asking me to return in a few hours. When I came back, they informed me that all the data on my phone had been deleted. Everything was gone. Can you imagine that feeling? If they had initially told me the phone couldn't be repaired and that repairing it would result in complete data loss, I wouldn't have proceeded. I specifically booked with Apple in the hope that the manufacturer could fix it, but this is how customer trust is treated. When I expressed my dissatisfaction, the staff implied it was my fault for not purchasing AppleCare and updating iCloud.

I don't understand why, after buying a high-capacity phone, I have to purchase various packages. I don't mind paying for repairs, but I don't like the attitude of blaming users when it's clearly a problem with your product.

I feel the genu staff completely disregarded the genuine needs of customers, displaying a dismissive and indifferent attitude. I'm writing this review because my phone contains many photos and memories, including the only pictures, videos, and chat records I have of my late grandfather who passed away this year. I trusted you by making an appointment, hoping to find a solution in your store, but all I got was a brief apology, and the solution offered was to delete everything during the repair. Why didn't you communicate this clearly from the beginning? I paid $500 and received a reassembled phone devoid of any memories or records.

I can't accept your approach.

This is the most disappointing experience with Apple, and it will also be...