Apple Mayfair — Local services in Wauwatosa

Please read this before buying your Apple iMac. As a customer of apple for many products (six iPhones, two iWatches, 2 iPad’s for the kids and a Mac air) I feel it’s my responsibility to let others know before making such a large investment. We have been all in on Apple, but after this experience I will never buy another product from them. We bought a 21.5 inch Apple iMac and received it in June of 2018 and paid $1,250 for it. It was our office computer and given the many other Apple devices it was never used. Maybe 30 hours to do my taxes and browse investment sites on Saturday mornings. I went to fire it up in January of 2020 approximately a year and a half after purchasing to start working on our taxes. It would not turn on so I proceeded to contact Apple’s 1-800 tech number. I got on the phone with someone and spent 2 hours trying to troubleshoot. The gentleman was very nice, but suggested I take it to my local store (Mayfair mall in Wauwatosa, WI). So I did just that and was told by the store they would need to keep it to run diagnostics. The result was either a new power supply ($150ish) or new logic board ($500) they didn’t know. They tried the power supply and it wasn’t that. So now they were asking me to pay $500 for a new logic board for a computer I’ve used for about 30 hours or less. I’m a reasonable guy and if this computer was even mildly used for 3+ years I would understand, but that wasn’t the case here. I called corporate back and ask them what I should do. I was told that I should work with my local store manager, explain the situation and given it was just past the 1 year warranty and lightly used they should work with me. I called back to the Mayfair Apple store and got the manager Shawn on the phone. Went over the details with him and asked for help. I wasn’t even looking for a full coverage…even splitting the cost would have worked for me. However, I was repeatedly denied and told the only thing I could do was sink almost half the cost of the computer into it after using it for 30 hours. I asked Shawn why corporate would tell me the store would work with me given the minimal usage and only being a year and half old. He didn’t have a good answer and just said sorry that I had just missed the warranty. He also said has I used it more than 30 hours it may have broken within the 1 year warranty time, which I found to be an interesting response. Lastly I asked him if he had ever given help and a replacement part to someone beyond the 1 year warranty. After dancing around the question he finally admitted yes he had. So what makes another user different from myself? I am very very disappointed here and my advice to you is to avoid apple products, specifically the iMac’s.

I went with Apple because it’s supposed to be a high end brand and a product that the company backs, I now see that is not true. I get it sometimes a bad egg comes out, but when a customer pays over $1,200 for that bad egg back up your name and work with them to get the product they thought they were getting. Instead you’ve lost a lifelong customer and a bunch of...

We were there with my daughter’s iPhone 15 pro. Her front facing camera stopped working. They directed us to a very friendly lady who walked us through the process. She looked the phone over. The phone had zero damage. We were told it was a hardware issue and they could fix it within an hour for $199. I knew I had coverage, but was told the warranty ended and if we used insurance it would be more like $240. She said we could buy Apple coverage after the phone was repaired and cancel any other coverage. I was confused. I was disappointed it wasn’t covered by the coverage we purchased but $199 was better than getting a new phone. I was thankful it would be only an hour to repair. I made no fuss at all and believed her naively. We came back an hour later to pick up the repaired phone. Only to be told they couldn’t fix it because, upon opening the phone, they found the battery was expanding and we would need to have insurance replace it with a refurbished replacement. While opening the phone they also removed the screen protector. We thanked her for her time and left. We went to a nearby Verizon store to ask about our coverage, they explained that we do have Apple coverage, and kindly set an appointment for us with Best Buy geek squad. At Best Buy they were very confused why Apple couldn’t repair the phone. We had Apple coverage, there was zero charge. After they repaired the phone, they stated that when Apple opened the phone they really messed with it. The battery was definitely NOT expanding, they were sorry we were told that. Upon opening the phone, they saw it was seriously ranked on. The Apple Store tried prying on the battery, and the inside of the phone was a mess. Best Buy assured me that they fixed the camera problem and the phone will be ok now. I am so thankful for the staff at Best Buy and Verizon. I feel completely scammed by the Apple Store at Mayfair. Customer beware. Friendly faces, but scammers that obviously took us for granted. I’m not one to write reviews. Only reason I am today is that I hope this type of experience doesn’t happen to...

I brought my MacBook Pro (late 2011, custom build) in because of a creaky hinge and a partially depressed trackpad. The original Genius I had was very nice and detailed, but he assumed I had a regular display when in reality I have a hi-res one. This information is all included when he ran my serial number. He just didn't care to really look into the information. So when I got it back a day later it was all wrong, but my trackpad is fixed (yay!)! I went back immediately the next day, and told another Genius what happened. She was very, very apologetic, and was kinda shocked. She went into the back of the store to the repair room, and asked the guys what happened, and she walked me through the entire process they go through when when checking a computer in, showing me where the original guy screwed up. She actually seemed annoyed that the Genius who "repaired" my computer in the first place missed such a detail, and she would order the display right away since it is a special order part which do take some time to get to the store. I received calls from them when they placed the order for the display, and of course, when it was delivered. I brought it in to be repaired for the final time on the same day of the part delivery call. Jamie handled my repair this time. He was wonderful, and was able to repair my computer on the same day, calling me five or four hours later. I was so happy with the final outcome! I also bought an Incase sleeve too that day, and the sales person who rang me up was rather new, and wasn't quite sure how to do it, but she did an awesome job, and was a ton of fun! She was quick to get the case I wanted from the back when it wasn't on the sales floor, and was just great in general!

Just always remember to make an appointment as early as you can, and put comments in for your repair on the Apple Store website. If they know why you are there in the first place, they will be much quicker to help you. Not to mention it makes it easier on them which means...