Apple Ross Park — Local services in Ross Township

I am extremely disappointed in this location. I am not sure if I am completely disappointed in Apple or just this store. This past Friday—it is now Tuesday—I had an appointment to get my 2015 Macbook keyboard replaced. Anyone who is the slightest bit knowledgeable about these knows that there is a “Keyboard Service Program” due to design flaws with the butterfly key switches. I got there for and was told I would be helped shortly; I just needed to sit at the table where the guy with arm tattoos was working with a different customer, and someone else would help me shortly. Time goes by, workers are making eye contact with but NOT ONE person came over to me to simply check to see if I have been helped. After an HOUR AND A HALF, I finally got up to see if anyone was going to help me. The gentlemen I finally asked was the store manager—his name was Eric, I believe. He apologized and got me help immediately. I showed him using a Word document that all keys were still functional, just a few were sticking and made typing annoying, however ALL keys still worked. As he and the “tech guy” were talking, they were discussing how “this is a Macbook with that keyboard issue.” They said they wanted to take it back and blow it out—my husband has already wasted several cans of air on this, so they were doing nothing that hadn’t already been tried. We are very familiar with technology and can generally fix it on our own. At this point, they verified that the keyboard was the problem, ordered the part, and would take care of the (covered) repair once it arrived.

I generally rely on this Mac to project information to my students and maintain gradebooks, so I was hoping for a quick fix, but I understand they need the parts first. Unfortunately, I was getting my lessons ready for Monday and I find out I CANNOT log in at all. Whatever the store did when they took my Mac back, the caps lock and #2 keys were now completely stuck down. My apple watch will not log in without a password after the computer has been shut off, and I can’t even log in with another keyboard connected! I had a working computer with some frustrating keys, but they turned my poor Macbook into a paper weight.

Monday afternoon, the part arrived, and my husband dropped it off immediately. I never mentioned the keyboard, because last I was told, it was being replaced anyway. Soon after it was dropped off, the store called. Returning the call, they said that there was extensive water damage, required a logic board replacement and it would cost $974, nearly the original price of the machine almost four years ago. We did say we likely would not pursue the repair at that price. That is complete THEFT. I bought the computer used, so any water damage could have occurred before I purchased this Macbook, however, that was 3 years ago. There was no water spilled on it since I have had it, and it worked perfectly fine prior to bringing it to the store aside from the sticky and stubborn keys within the last several months. I do not expect free water damage repair, but $974 is absurd. I have several other Macs and do not absolutely need this one, but I am extremely disappointed as how this process has gone. When I went back to retrieve the computer, all paperwork declining the repair was already filled out, and the lady basically had us sign and ran. There was no attempt to rectify the situation, or present any options such as discussing the repair, explaining the exorbitant price, or perhaps considering purchasing a replacement. The whole experience made me feel like I don’t matter. It saddens me to see the decline in service after 15 years and 13+ Apple products.

Edit: Apple's corporate support was very helpful, and went above and beyond to rectify the issue. I am still very dissatisfied with my experience at this store, but very pleased with Apple's direct support. I will just bypass this store...

One of the worst experiences I’ve ever had dealing with retail people. 1st off let’s start with why I’m there, I’m there because thru no action or fault of my own my phone has lost all service & cell data. Working fine at 11am, nothing happens then by 2pm I’m getting error messages and my phone will not connect to a cellular network. You figure If you buy something and it breaks that those who sold it to you could help in this situation. Wrong, I wait 45 mins for a tech he takes one look at the screen and says yeah we can’t fix that. Either mail it into apple where it will go thru inspection process and if deemed worthy of repair thru no fault of yours they’ll fix it. . That’ll take 6 weeks he said and there’s no guarantee they’ll fix it so that’s giving your phone up for 6 weeks and likely still getting no help. So their brilliant solution was guess what?? Selling me a new ohone at full price. When I learned of this situation I told the sales guy to chill I need something cheaper. As soon as he found out he was t selling me a 700$ phone he disappears. Apple basically put me on the pay no mind list because I had less $$ than they’d like. I go for a trade in and I get 250$ for that then Id pay the difference between that and a new phone. Well I said ok let’s do it run my credit card. Unbeknownst to me there was a hold placed on my account after paying a large portion of my bill they hold the account frozen for a week till payments clear. So I went thru the whole sale and ran my card and it comes up declined. I’m telling you the second they saw that they practically kick me out of the store no one helps me. Now get this I try to leave and the guy said wait you can’t leave yet. I said what??? He said well you traded your phone in so Apple owns it now. Excuse me?? How can they own it when they gave me nothing, there was no trade in the sale didn’t go thru I didn’t buy anything and I didn’t sign anything but Apple owns my phone?? No no no I flipped out and had to wait like 45 more mins for a rep to come fix this transaction and they left me hanging. Their only aim here was to sell me a phone and they wanted to sell it at full price too. I come in for support and I get nothing and apple tries to swindle my phone in the process. Apple owns your phone?? Not if I didn’t receive anything money or product. So rude, so condescending and extremely unhelpful. They tell you come in to fix it and it’s just a scam for you to buy a new phone when you find out you’re losing yours for 6 weeks. Seriously STAY AWAY these people are just high...

The tech assisting me with purchasing a brand new apple case in store was fine. However, the gentleman who helped me with my issue seemed very disappointed I was there only to have my phone cleaned and not there to buy a 5 thousand dollar computer from him. He approached me asking “so what’s the issue here”. I explained that my iPhone 13 purchased just under 5 months ago that’s been case kept since new somehow had sticky stuff all over the bottom rim and sides towards the bottom exteriorly. As well as fuzz and other material in the headphone a speaker ports. I asked if the entire phone could just be looked over and cleaned. The gentleman then hesitated and said “well uhh so you don’t have an issue?” I responded by saying “I would appreciate if someone could please clean my entire phone”. Then the gentleman sighs and says “I guess we can see”...

I also have apple care purchased for this phone and upgraded it to the 256GB option as well. At this point in my visit I felt like I was an unwanted guest in the Apple Store or looked at as some sort of cheapskate window shopper trying to take advantage of something or someone. The phone was then somewhat aggressively handed back to me with the gentleman saying “yeah ermm so here you go”. Then proceeds to hustle off. I noticed only the bottom of the phone was cleaned. There were some other spots I wish were given some attention that I had pointed out to him that could’ve used it but I didn’t want to be difficult. After all I’m not there spending 5 thousand dollars anyway. Keep in mind there were hardly any customers in the store the entirety of my visit.

After picking out my phone case and paying the full price I was happy to have a fresh new case for my phone. Other than that it was a terrible and uncomfortable experience. I couldn’t wait to leave the McKnight Road Pittsburgh store.

I hope someone reads this a takes some initiative to try a correct this behavior from their techs/support staff. We are by no means in Beverly Hills either and this is not the first time this has happened and I don’t suspect the last...