Apple Higuera Street — Local services in San Luis Obispo

Incredibly disappointed - lost a sale

Hopes dashed. I purchased an iPhone 15 with all the bells and whistles and made sure to get the AppleCare plus to cover it in the event of any damage.

This is the first time I’ve left a Genius Bar appointment with my spirit crushed and my trust in Apple depleted, and it feels like the end of a long reign of unbeatable support. My back glass was cracked after a bad fall and my front display deeply gouged, but the Higuera street store denied me service, claiming they will only fix the back glass. They weren’t able to tell me what criteria they use to judge this, only that it wouldn’t be covered.

What happened to surprise and delight? What am I paying all this extra money for? I thought it was to be covered in the event of “Accidental Damage” but now that’s up for debate? My screen has a deep gouge you could fit a fingernail in, that I regularly feel and am displeased with the look of when using it, but because the display beneath still receives touch (in store when tested, intermittently not when I’m out of store and unlucky) then only the back is eligible?

So now I have a compromised display, no fix to my back glass (it was going to take four hours and wouldn’t fix the part I was most concerned about) and most significantly: a bitterness for the compromised integrity of Apple and its support team at Higuera street.

I had this expectation (based on previous experience) that I would be able to walk into the store today, be greeted by a friendly face who understood my issue, be provided a fix without confrontation or escalation, and while my phone was being repaired I planned to buy a Apple Watch S10 in titanium with all the bells and whistles as a gift. I would’ve included AppleCare plus.

Now I have lost faith in that coverage. And my faith is shaken in what I considered to be quality products with extended warranty coverage that had your back if something happened. I don’t think my request was unreasonable, and I don’t agree that I needed to escalate to a manager who wasn’t able to provide me with a solution other than “spend more money to replace the whole phone” because having a front glass that was accidentally damaged replaced was just too far to go for a customer that pays for the top level of coverage.

I left the store feeling like I was trying to fight an insurance company over having a procedure covered, and that short of having a lawyer there to debate fine print, I wouldn’t be able to get my accidental damage fixed. It just doesn’t sit right with me.

The Higuera street store lost a sale today, and the genius bar lost my trust. I’ll be letting my friends and family know that AppleCare plus is really only there for the most severe issues and you probably best not bother with it. They’ll only try to nickel and dime you when you try to use it, anyway, even after you paid a premium to have coverage and took time out of work to try to get your phone fixed, only to leave feeling swindled for buying extra coverage in the...

Have a iPhone 13 Pro Max and after beta update my screen turned green. My phone was under warranty and took it in to Apple Store San Luis Obispo. The Apple team told me they are aware that the new beta update turns screens green and there’s nothing they can do for my phone. Even with a warranty they said I would have to pay $400 to fix my phone. They didn’t even try to plug my phone in or attempt to do anything to help. I was blown away that they actually admitted it’s their fault and they knew it causes iPhones to turn green and wouldn’t cover my phone even under warranty. I ended up getting a brand new new iPhone 15. After I got my iPhone 15 it started playing music by itself. Again even tho I didn’t want to deal with the horrible team at Apple San Luis Obispo i went in again thinking Someone has to be able to help. Unfortunately even after asking for the store manger Miles it went no where. The store manager confirmed it’s not an Apple tone from Apple and blamed it on Microsoft and said it’s had to be from there apps. After miles used Shazam to figure out what song is playing figured out it’s called “Just Can't Find It” by: Interlucid. We confirmed that there’s no song on my phone by that name or any music app I have. Miles then told me I can be the next gas app person and if I find out why my phone is playing this song by itself to let them know. The support was from the Apple team and store manager was a complete joke. I asked miles where is the person from Apple that fixed that big problem can I speak to them maybe they can help and he told me Apple team couldn’t figure it out a random iPhone user did. I told miles I’m paying Apple $7.99 a month and it’s Apple responsibility to fix my phone not mine. Miles then told me appointments usually only last 15 minutes and I basically need to go thru can’t help me. Spent another hour on the phone with a person that said her name is Ashley and she would follow up with me that Tuesday. I still haven’t received a follow up from anyone from Apple even after I sent the files to apple support online and emailed “Ash” back. It’s been over 2 weeks. I dropped all my Apple subscriptions today and am shocked how bad apple support is now. Plus the Dynamic Island is more like a giant mole on my phone can’t even minimize it to make it disappear. Guess they’ll finally figure that one out after I write this review too....

The "Geniuses" at this Apple Store exceeded the expectations of me and my parents, when we brought in 3 devices sharing the same Apple ID and AT&T account with a tricky problem to solve. Our expectations were low but we left the store 4 hours later feeling very happy with their helpfulness.

My mom and I both have older iPhones, and she recently added a brand new iPad Air to the family AT&T account. Somehow, Apple's system arbitrarily associated my iPhone's number with my mom's iPad, which fouled up her ability to use iMessage and FaceTime. We wanted one thing: to dis-associate my phone number and associate her phone number with her iPad.

As we knew before we made our appointment, this would be easier said than done.

Fortunately, the "Genius" who was assigned to us (his name was Sam) quickly reached the same conclusion that I already had - sharing an Apple ID among so many devices being used by different people was the source of the problem, along with Apple's system tying my phone number at random to my mom's iPad.

And so began a 4 hour marathon of waiting to back up photos and videos from my mom's iPhone to her iPad, updating my mom's old iPhone 4 from iOS 6.1.3 to 7.1.2, and then Sam was able to actually take the necessary actions to fix the root of the problem. Thus began another marathon of logging devices out of Apple accounts and logging back in again.

In the end, everything was fixed and working the way we wanted them to! My iPhone was on its own Apple ID. My mom's iPad was using her iPhone's number and her iPhone was updated. iMessage and FaceTime were working on the iPad. Her data was backed up. And nobody at the Apple store tried to shoo us off after 10 minutes. They understood that this was going to be a LONG process and we were accommodated accordingly.

Thanks to Sam and everyone else at the Apple store...