Apple City Creek Center — Local services in Salt Lake City

I’m having to put this here because Apple doesn’t have a complaints team.

AppleCare, you mean AppleDoesntCare

Here is the email, and rundown of events that took place:

Dear Apple Complaints,

I am extremely frustrated with how my Apple Watch service request has been handled by both Apple and Best Buy. I have spent over five hours dealing with this situation, only to receive unclear information, contradictory statements, and an unacceptable delay in getting my issue resolved. Below is a timeline of events:

Wednesday • Spoke with an Apple technician for two hours. They advised me to take my device to Best Buy but failed to mention Express Replacement as an option. • The conversation about a replacement process was unclear, and despite discussing what watch and band I would receive, nothing materialized. • Took my device to Best Buy, where it took over an hour for a diagnostic. The technician confirmed the issues but provided inconsistent information regarding Express Replacement, simply stating, “it’s what Apple might do.” • I was told the repair would take 2-3 weeks, which is unacceptable given my AppleCare coverage.

Thursday • Spoke with Apple Support again, who told me my device had already been shipped from Best Buy and was delivered to the Salt Lake City service center. They claimed it was being worked on. • When I inquired about Express Replacement, the representative backtracked and said I needed to speak with Best Buy. They called Best Buy on my behalf, but I received no update for 30 minutes. • Shockingly, the Apple representative somehow obtained my wife’s cell phone number—which I never provided—and disclosed details of my case to her. This is a major privacy and security breach. • I had to leave the call due to other responsibilities, yet no one followed up with me.

Saturday • Contacted Apple via chat and phone to cancel the repair and proceed with Express Replacement. They again attempted to reach Best Buy but received no response. • I personally called Best Buy—no answer. I tried their chat support, but they refused to discuss the issue.

Conclusion

I have AppleCare, yet Apple failed to properly explain my options. Had I been given the correct information from the start, I would have already received a replacement Apple Watch. Best Buy, an authorized service provider, failed to do their job correctly and gave me misleading information. The 2-3 week delay should have been flagged, and Apple should have advocated for me instead of making me chase answers.

This situation has caused me unnecessary stress and wasted an unacceptable amount of time. Apple claims to prioritize customer experience, yet my case has been handled with poor communication, misdirection, and zero accountability.

My Request A resolution specialist must investigate this matter across both Apple and Best Buy and provide me with clear, consistent updates. I expect immediate action to ensure I receive my Apple Watch replacement without further delay. Given the time wasted, incorrect directives, and privacy violation, I also expect appropriate compensation for the inconvenience caused.

This experience has been nothing short of disgraceful, and I expect Apple to take full responsibility in making this right. Please respond promptly with a resolution.

I spoke to Apple again and they said there’s nothing they can do as they don’t have a complaints department.

Completely and utterly frustrated.

Hopefully this review can...

I understand now why "the big bang theory" show makes fun of the apple genius bar employees. This experience I had yesterday was an absolute joke in terms of customer service. However I did get my phone problem solved and I will explain later.

To describe my issue with my phone. Di ply out it was not charging like it should and the battery was draining quickly, even when not using it. I got in and checked in for my appointment. I sat down for a few minutes and was helped by the 'genius' employee.

I explained to his the issue that I had my phone plugged in for hours and it only charged to 28%. He ran a diagnostic and began to explain to me like I was a 5 year old that my phone was charging normally based on the diagnostic. He then told me that my software was not current so the first thing we needed to do was update the software to see if that would fix the problem with my phone charging. I explained my concern that I used several charging cables and power boxes and outlets and it didn't change how the phone charging, so how could it be a software issue. He again said, lets update the software and see if that fixes it. Just to reiterate again the problem I said "my wife's phone was charging and I unplugged hers and plugged mine in and it still would charge. He then proceeded to tell me that since my wife has an iPhone 5 and mine was a 6 the processors in her phone are different then mine and that why that cable would charge hers and not mine. I looked at him and asked "so the cable knows that her phone was a 5 and mine was a 6 and that it can charge hers and not mine." He then went out on a limb as to explain to me that basically I have a phone that requires something different to charge with then my wife.

So, I understood that this guy because of how he was talking to me that he was convinced that he was the know it all apple guy and I was the stupid customer who knew nothing, so I didn't concede to him because I believed him but because I needed to get my phone figured out.

So he wants to backup my phone onto the cloud using the laptop and surprise surprise when he plugged my phone in the laptop didn't recognize my phone, so he got a different laptop and again the laptop didn't recognize my phone. Then he stated that maybe his cable has "given up the ghost" and he would try a different one, Well to my amazement (sarcastically) THE LAPTOP STILL DIDNT RECOGNIZE MY PHONE! Then the words came out of him mouth that I knew he didn't want to say "I think we have a charging port issue... curious two laptops and two charging cables and the phone isn't recognized by the laptop. He then told me that he had a more diagnostic special computer in the back and he would try that to figure out the problem.

A few minutes later he returned to inevitably tell me what I already knew that the charging port was bad and that I would be swapped out for a new phone........

I felt like saying "if you had just listened to me at the beginning we could have come to this conclusion 30 minutes ago.

So I was swapped out for a new phone and I stayed in the store using WiFi to restore from my icloud.

If I ever have to go to he Apple store again I will not go to the one at city creek because of this idiot and I will just go to the one on Riverton and let Greg deal with it.

Very poor customer service in terms of how...

I've purchased dozens of iMac's, Macbook Pros, iPads, iPhone's (all with Apple Care) and thousands of dollars worth of accessories for personal and business use in the last two+ years (around $40,000 worth of computer equipment).

I then have a $40 leather-covered, plastic iPhone case break on the edges, and a few charging cords stop working (all within warranty), and so of course, I went to the store to exchange them for new ones. When you pay a premium for a branded product direct through Apple instead of purchasing the same thing on Amazon for 75% less, you expect a premium product, premium experience, with premium service.

Instead, the manager confronts me like I’m a crook for trying to get them replaced, within their warranty period, because he says they are “totally used,” which he was “totally right.” As if I were trying to sneak the visible scuff marks past him? They are “used,” and did not hold up to their intended “use,” which is why I was in the store requesting they be replaced.

After rejecting my request to exchange the iPhone case, which left me with a shattered phone, I let him know that I’ve spent around $40k in the previous couple years and couldn’t believe he wanted to demolish any goodwill and a long-standing relationship to pick a battle over an iPhone case that costs $.10 to make and would be virtually no cost to the company to exchange.

So in reply to that, he gives me the “as a matter of principle” spiel and says verbatim, “I don’t care if you’ve spent $100 or $100,000, it’s our policy, and I would treat any person the same.”

Really? Well readers, If that’s the case, you can thank me for the following: as a courtesy of Apple’s City Creek Manager, on your next visit, kindly request 6% OFF all of your purchases from there forward, because that is the discount I have received on all my purchases over the last few years. I bet you haven’t ever received a discount from Apple? Well, now you will.

If he refuses to apply that discount on your “$100+” purchase, just mention you thought he was a “man of principle,” and refer him to this review, and let him know that Apple has been giving me 6% OFF all of my purchases for years….because of how much I’ve spent, at least that’s what I was told. Let me know how well he sticks to his “principles” when confronted with this dilemma.

I don’t write reviews unless I really really have a bad experience. A store’s reviews are a direct reflection of its leadership, and this one takes the cake. There is no wonder why this store is rated as poorly as it is. When I hinted at this, he literally said, “Well, I’ve been here 10 years, so I must be doing something right.”

Heads Up: you can buy the same iPhone cases as in the store on Amazon for $6.99 instead of $40. You can also buy the same lightening cords, Amazon branded, for $7.99 or less instead of $19-$35 through Apple—works perfectly. You can replace all of these items 3-5 times for the same cost of buying one through Apple and getting rejected for a replacement when it...