Apple Summerlin — Local services in Summerlin South

Final Update: 9/28/25, After a frustrating ordeal that you can read about below, I was contacted by a manager named Robert. I was angry about everything that happened & let him know it. But he was the most helpful guy I talked to & FINALLY got my issue resolved 🙌🙂👏 I upgraded my 1-star review to 3 as a result, had this been done right away I’d have given 5-stars. But I will give credit where it’s due & thank you Robert. My AirPod Max’s are now working just fine.

—— My Original Review on 9/06/25: I am absolutely furious! After a week of waiting, I had to send my AirPod Max's in to their offsite repair center AGAIN!

I came here on 8/31/25 to repair an issue with my AirPod Max's, that is well known on the Apple Forums. Whenever I would make a call the people I was calling said I sounded muffled and like I was talking to them from very far away. I tried all the troubleshooting steps online to no avail. So I got set up with their "Genius" Bar Techs. The first guy I talked to looked at it for 2 minutes then said he had to send it offsite to repair. I thought this was great progress but I was wrong. Only 3 days later I get a status update that they "tested and found no issues" NO WAY! I called and literally wasted 2 hours on the phone with their Senior Support Specialists. The first woman hung up on me as I could tell she didn't really know what she was doing. The second guy was much more helpful but said he couldn't do anything till I got the AirPod's back...SMH! So I waited to come back and get them.

Today, 9/06/25, I went to get them. I tried to explain to those "Genius" Bar techs that the issue was more than likely not resolved and to give me a phone number I could call to demonstrate. They were very dismissive and just told me to call Apple Care AGAIN! So I did, I talked to 2 specialists and they agreed my Max's sounded terrible. They told me to get the Genius Bar guys on the phone so I could get a replacement. But when I did, one of the guys was named Josie, they kept arguing with the Apple Care rep that I was past the point of return and wanted them to do it. I was literally losing my mind and almost ready to put up a scene in the middle of the store. The rep told me I had to mail the Max's back AGAIN! Now I have to wait to see if they'll make good on their promises.

I have a family of 4 and I estimate we have 30 Apple products between us. This made me so furious I'll probably never buy another Apple product again, unless they resolve this issue. MAx's aren't cheap! They cost nearly $600, for their Genius Bar DA's to just dismiss this is not acceptable by far!

——- Update on 9/13/25: they AGAIN just sent me a dismissive message saying they found nothing wrong 😡!!! I am absolutely livid! And the Apple Care rep has been unresponsive! She gave me a lot of platitudes, but then begin ghosting me when I told her this was unacceptable. These “Specialists” need to be reprimanded! Apple products cost way too much money for them to just abandon their customers like this without a...

I recently had an unfortunate experience while interacting with the store manager, Franchesco, at the Apple store in Summerlin, Las Vegas. I contacted Franchesco over the phone after being transferred from Apple support, seeking assistance with my iPhone issues. However, I found his demeanor to be hostile and his conduct unprofessional.

During our conversation, I mentioned that I had visited the store in November and was informed by a Genius technician that I could receive a replacement for my phone after performing a restore. Unfortunately, Franchesco informed me that the agent had provided incorrect information, emphasizing the importance of being aware of their policies, stating that I only had a 5-day window for phone replacements.

Feeling dissatisfied with Franchesco's performance, I politely requested to speak with another manager. However, he claimed to be the only manager available and insisted that speaking to another person was not possible. When I inquired about the general manager, he clarified that he was not the general manager but refused to transfer me or leave a message for them. To my surprise, he attempted to transfer me back to customer support but abruptly hung up the phone.

I sincerely hope that the general manager of the store reaches out to me to address my formal complaint against Franchesco. It is disheartening to encounter such unprofessional behavior from a store manager, especially when seeking assistance with a product issue. Clear communication, empathy, and a willingness to resolve customer concerns are essential qualities that were lacking in this interaction.

I appreciate Apple's commitment to customer satisfaction and their reputation for providing exceptional service. However, my experience with Franchesco has left me disappointed and frustrated. I hope that appropriate measures are taken to ensure future customers do not have to endure...

Went in to have my iPhone 16pro repaired at the advice of my carrier due to network and connectivity issue with WiFi, Bluetooth, and cellular after several weeks of trouble shooting with them. Tons of these issues are all over the internet with a quick google search or chat gpt question it’s easy to find, yet the store downplayed my level of knowledge and research. He proceeded to tell me there was not a know issue and he never heard it. Mind you he told me this while standing there less than 30 seconds and before they looked at it that I didn’t have apple care and that he noticed the phone was bent. I said there isn’t a scratch on this thing or a bend and I work in an office so how did it bend when it’s titanium, it’s not the iPhone 6 lol. O told him to just give me phone and I walked out frustrated and went home. When I returned home I put the phone a square and there is no bend in this phone. I knew he was full of it when I tried to explain that even if it was bent the issue could have been manufacture related and he said that’s impossible. These phones are made in China and I have produced hardware myself and there is always manufacturing intolerances factored in. Complete and unacceptable customer service. They just wanted to charge me $500 to fix a bent phone that wasn’t bent without any info or even taking the phone to a tech to see if my concern was valid. Apple has lost their way sadly and this store is terrible every time I visit it. I didn’t have the energy to argue with an incompetent person that doesn’t know what he is talking about or downplays my level of technical knowledge. Guess I’ll go buy a non-iPhone tomorrow and solve my issues the correct way, sad this is my 14th iPhone and last. Happy to send this phone to you guys can figure how the “bend” was effecting my phones...