Apple Stonestown — Local services in San Francisco

I would give a negative rating if I could, for the worst experience that I’ve ever had at the Genius Bar. Several months ago I saw a hair line on my iPhones 14 front screen and felt like that might be a scratch that I caused, I know that is not covered by the warranty and therefore didn’t do anything. Then I noticed that the scratch became longer and longer and started to become worried if that is a manufacture defect.

Therefore I scheduled an appointment at this store and the Genius Bar said it looks like a scratch and is not covered by the warranty. When I mentioned that it’s getting longer which makes it seem like a hairline crack, and they suggested me to contact Apple Support to get more help.

Then I reached out to Apple Support and they scheduled another Genius Bar appointment for me, saying that they have made note for my case and therefore this time the Genius Bar will know what to look into.

Then the unpleasant experience started, the lady (a technician I believe because she stepped out from the room behind the counter) took a look at the screen and said it was a scratch, then immediately offered to bring her manager to confirm. Her manager came and said it’s a scratch and started to let her make a note, ignoring my intention to speak to them. After the manager stepped away, I asked the lady to take a look at the rainbow color on the line with the screen on. She refused to do so and said “I already saw it, it’s a scratch”. She saw it with screen off but not screen on, no matter what I was trying to show, isn’t she supposed to at least take a look? Then I asked again and she did so, saying that it is not a crack because there is no “point of touch”, I asked what that means and she said wait a moment and started to look for a photo. But then she didn’t come back with an answer but brought another guy.

I expressed my concern again and they kept repeating because it’s cosmetic so it is not covered by the warranty. I know a cosmetic scratch is not covered! All I wanted to know is that why a scratch could get longer and if that’s not possible, then it might be a crack indicating screen defect. I don’t know why because I’m not a tech person, and that’s why I was looking for help. I asked why a scratch could get longer, the guy said “I don’t know, it could be something in your pocket.” I said “Something in my pocket could cause a single line to grow longer?” They had no answer but insisted that it was definitely my problem. At the mean time the lady said “she still doesn’t understand” and kept repeating cosmetic or accidental damage are not covered. And I don’t remember how many times she said “we can replace your screen for $329, do you want to do it”, like a judge.

I’ve been using a variety of Apple products for around 10 years and have never tried to use the warranty before because I won’t do it unless I really have a concern. This Genius Bar was not trying to help me understand why it must be a scratch instead of a crack/defect, why a scratch could get longer, what a covered case should look like, or even just simply tell me that hair line cracks are not covered in any way. Instead they kept saying that because I did it so it’s not covered by the limited warranty, and acted like I’m a liar or someone who is trying to abuse the warranty. To be honest the line doesn’t impact the use of phone at all, and the growing condition is what really made me concerned and I was just wondering if that’s a defect and why. Their attitude was extremely rude and defensive, like I’m not a customer but an enemy.

Avoid this store if you really want to solve a problem or want a question to...

This store is the worst. Where do I begin: 1- apple cancels my order because I did not pick up a screen cleaning cloth. I did not pick it up because I was waiting for the MacBook Air that I custom ordered to go and do a single trip. 2- I call the store and spoke to the operations lead and told me to go to the store and ask for the manager named Jeremy, I said I will be there. 3- Show up 30 mins later and a person greets me, asks how can he help me. I told him that I was there to see Jeremy and explained, a man that was next to him went to the back to look for Jeremy. 4- Jeremy never showed up. I was approached by an employee (middle aged white man with glasses and a hat). told me that they where still looking into it. 5- he leaves and comes back with a younger man they explain to me that they are still looking for the laptop. I was told by the older man that it was a complex situation asks to see if I had paperwork or email about the computer. I told him here is the order number, he says No I need to see the configuration. 6- I told him how difficult is it to find my laptop so I can repurchase it and go back to work because I was pressed for time. 7- He comes out with the laptop, the cleaning cloth and the young man behind him, they walk over to another table next to the one where the laptops are and talk to a woman (looked Latina with dark hair and blond highlights) that had to authorize the price adjustment. 8- The older man comes back with the laptop and cloth and a back. Sarcastically sayin I have the laptop and the cloth and a bag unless of course you don't want or need it. I said I will take the bag. 9- The man says do you want the apple care I said yes the same three year plan his reply is we do not offer that one in the store. I asked if I could purchase it online when I get home he said No. So I said OK give the the annual subscription. 10- When he was going to sign me up for the apple care he says please confirm that your information is correct. The name read Carlos Rivera, I told him I am sorry but that is not my information. He proceeded to correct it and when he asked me to pull out my iPhone I told him I do not have an iPhone he gave me a look that I read as why are you even here buying apple products if you don't have an iPhone.

In short words: I have never been made feel so dumb in my life as today because of this middle aged man with glassed and a hat. I would give this store 0 stars and have some one from corporate come and keep an eye on this store because it was not a...

March 5th I brought my MacBook Air in for repair because my screen went entirely black out of no where. My laptop was only 6 months old so it was still under warranty. They said they would hold it over night for repair. I got a call the next day (March 6th) that they had to send it off for repair because they weren't able to do it in store. I said okay and they said it should be ready in 1-3 days and they would give me a call when it was done. March 11th came around and I still had not heard anything. I went into the store to see what was going on on March 11th where another employee told me it had been ready since March 7th and they apologized for no one contacting me. A tech came out and told me they had replaced the LCD Screen and the Logic Board and it was all fixed and ready to take home. I wanted to be 100% sure it was fixed before I left the store so I started up my laptop there. As soon as I typed in my password to log in, the screen became pixelated and it went black again...This then turned into 3 hours of a tech trying to restart my computer over and over again expecting something to change...after the 1st hour they should have realized that restarting my computer was not going to fix anything and it was an internal issue. After 3 hours of waiting, I was the last person in the Apple Store which closed at 9 but I was there until 9:45 where finally one of their managers came out and agreed that nothing their techs were doing was going to fix my lap top so she told me they were going to do a "like for like" swap meaning they were going to take my lap top in and give me a new one. They told me they didn't carry my model in the store anymore so they were going to have to order it and that would take 3-5 days for it to get there. So on March 12th they ordered me a new lap top. Today is March 19th and I called again this morning to see where my laptop was. They said the order was sent but it was never shipped...however they had my model in the store so they could just give that one to me. I was confused because on the 12th their manager told me they no longer make or carry my model in their store so it was frustrating to hear that there had been one in their stock since the 14th. I now have a new lap top which I am thankful for, but it has been 15 days without my laptop which I use for work and that is something I am not...