Apple Scottsdale Quarter — Local services in Scottsdale

I've never stepped into and spoke to as many Apple employees and store until recently. I have had my iPhone 11 for 5 years and for the most part I only had experienced annoying issues that I overlooked for some time. I messaged Apple support the last Saturday of September and ended up asking someone to call me back. Initially I was only on the phone with her to have her walk me through how to cancel a subscription I forgot to cancel after it's free trial (we all do that, right?) Anyways she helped me and just before hanging up she asked if I had any more questions. I took this opportunity to ask her how to better my phone since the speaker seemed to go out on both the receiving and other end randomly plus I always seemed to be running out of storage even though I am on a monthly subscription to give me more storage. She helped me a GREAT deal in freeing up space and told me to fix the other minor problems all I would need is a new battery and my battery health was at 68% so I agreed I'd do that with my birthday gift card. She quoted it to be $80.00 which is semi affordable in my life. She also said to me and she emphasized NOT TO GET THE NEWEST OPERATING SOFTWARE 18 because there's still glitches and problems with it so if I want to go up at all then get the 17.7!! I set up an appointment for the following day and met with several employees and I told them all that I DO NOT WANT the newest operating system 18 and how an employee over the phone the day before told me about the problems with it. Everybody BUT ONE employee listened and the ONE WHO DID NOT LISTEN to me screwed up my phone so bad it's unusable!!!!!!!!!!!!!! He said it was "pure perfection because it was being downloaded by him at the Apple store and nothing would go wrong and I could have my phone for another two years" ..... well, once my battery was replaced and the software added my phone was at 20 something percent because "they don't charge the batteries and I will need to". Lucky for me I had my new portable charger with me fully charged to charge my phone with no interruptions. Not long after I left I arrived at my friends house and noticed my phone was slow to charge and paused at 68% and that it would reboot by itself, also the phone was stifling hot as if it was left outside in the heat all day long. I tried using it and found it's unusable: it will reboot every two minutes and fifteen seconds whether I touch it or not and it doesn't matter if it's connected to a charger, full battery, low battery, etc. I brought it back in and explained what happened and an employee and manager came to me apologizing for the phone acting up and admits it's their fault. BUT the only way to fix it is if I trade it in for another 11 and the problems will more than likely be on that phone too even though they said it would be a brand new phone, they also said I'll get my $96.16 back to reimburse me for their screw up, and when I trade in my 11 I would get $100.00 because that's what it's worth SO..... I would be getting $210 ONLY to have to spend $260.00 or more to get a NEW PHONE!!!! I'm livid. WHY SHOULD I have to pay for a new phone and trade in my old one ONLY to get partially compensated for their admitted screw up?! I want my 11 to work again, with the new battery, to be reimbursed for the battery, and have the newest software update removed and replaced with the 17.7 like I asked in the beginning. IF Google allowed videos I'd share what my 11 does now after their screw up and it has MORE PROBLEMS than I listed. No customer should have to leave a business unhappier than when they first came in BUT I AM and that's an...

We came in the day before yesterday to look for a new iPhone. We knew very well what we wanted - it was just about the size of the display, seeing it in real life and purchasing it. The store was full of shoppers who did not distance very well. Nevertheless, customer service people were standing around, not dealing with anyone. Once we had decided which size, we wanted to buy the phone - we did not need more than paying and getting the phone. The store personnel and manager refused because we did not have a shopping appointment. And appointments are rare because of Covid restrictions and limited staff, they said. Also, we could not make the appointment online - you have to come into the store to make them. After some discussion, we accepted the defeat for that day, made an appointment for the next day, and left.

Yesterday, we came in again. Again the store was full of shoppers. And again, personnel was standing around. We needed to check in twice (one with the organizer at the front and another time with the actual person that helped us). We ordered in seconds and then had to wait 10 min until someone brought the phone from the back. We paid in seconds. When we asked for delivering our trade-in on a different day (we still needed to transfer the data), the answer was again that we would need to come in to make an appointment and another time to deliver the phone - likely on two different days because there are no or limited same-day appointments.

This time was our worst shopping experience within an Apple Store ever. We are ok to have rules and follow the rules. However, the rules need to make sense, which they do not in this store. If Covid is the concern, why are so many shoppers allowed to come into the store at all? = limit the number of people in the store at any time. And build some lines with proper distancing inside and outside the store. If you have us in the store already, who know precisely what we want, AND you have staff standing around chatting, why can’t you sell the device? Doesn’t it make it worse to have people coming back a second day? = we have been quick - another minute from our side, and you would have been done with us without occupying space a second day. Why do you have to come into the store to make an appointment for coming into the store a second day - doesn’t this increase the risk with Covid again?

All in all - after buying many devices from Apple over many years - we are very...

I was in your scottsdale quarter store for a 11:00 AM appointment with your geniuses. I had to wait until 1145 before we had gotten any assistance. I was there with my Cousin who was visiting from New York who's family has 15 to 20 apple devices in their house hold. I am an ex Apple Care employee. So i know the exceptions they are able to do. We went to get her IPhone 4 serviced due to WIFI not finding any networks or connecting. The phone was out of warranty which is understandable. I had asked for a customer service exception on getting her phone replaced due to her phone being in out of the box condition. The apple Tech Kelly McDougell had said no and I then asked for a manager the manager that had come to speak to me was Lisa Sanchez. Her attitude and demeanor was very poor and disrespectful. I had her look up my other repairs to confirm that they had granted me these type of exceptions on phones, ipods because she had said that no such exception exist. SHE LIED TO ME BECAUSE YOU HAVE GRANTED EXCEPTIONS BEFORE. She then had the audacity to tell me that the phone was out of warranty and she was unwilling to assist me further and would not even negotiate on price. She then aid that these products break over time so then the commercials and product quality that the apple brand advises the American public about is a lie according to Lisa Sanchez. According to her your products are only able to last a year at most because thats all the warranty covers for. this is ridiculous so thank you APPLE