Apple Tice's Corner — Local services in Woodcliff Lake

My Apple watch stopped working. I have actually had issues with my watch since I purchased it 8 months ago, having to visit different stores for manufacturing type glitches at least 3-4 times. No big deal - I figured this was another random glitch.

When I got to this store, wearing my watch on my wrist, I checked in with a representative, presenting a watch with ZERO exterior damage.

He went on to refer me to the appropriate technician, who, shortly after taking the watch to inspect it, dropped and badly cracked it (see pic). Rather than being apologetic, the representative grew aggressively and rudely defensive. He returned with the conclusion that the initial issue I came in about was driven by water damage. Fine...still zero apology for double damaging the watch by destroying its screen. He told me I’d have to pay out of pocket for repair. Also fine, but no admission of fault or covering of his level of the damage.

Upon my complaints of his poor customer service, the manager got involved. She was even more rude, didn’t apologize, but rather refused to help or provide her name. To add insult upon injury? When we complained to apple customer service, we found the technician and the manager went on to blatantly LIE, claiming that we walked in with a watch having a broken exterior screen.

At the end of the day, I couldnt care less about the cost of repair — but I DO care about the ethical principal of this matter, the utter lack of respect and the downright worst customer service and lack of professionalism I have EVER experienced.... one I would never have expected from an APPLE store of all places. I had always attributed the brand to be one that cared deeply about its patrons and providing them with a seamless, pleasant experience; I would expect the company to hire employees that carry that culture of respect and honesty. I am sorry to say this store woefully failed that test. I will NEVER be back, nor would I recommend any of my colleagues or friends to visit the location.

I will be submitting a formal complaint to Apple and can only hope they check their cameras/statement from my check-in rep to confirm the perfect exterior condition of my watch upon visiting, and distinguish the employees involved that day as unethical liars ....frankly employees that per that experience, were undeserving of their jobs. They are a disgrace to...

On November 4th, I purchased a new iPhone 13 and traded my iPhone X in for $200. On November 22nd, my wife said that we got an email that the back of the phone was damaged and so they changed the offer for the phone to $0 and wanted to charge my card $200. So I called in to explain that I kept my iPhone in a clear case and I paid for Apple Care. If there was a crack, I thought it was the case but they could fix the back of the phone under the terms of Apple Care and just give me the difference. They said they would check to see what could be done with management and to expect an email with the correction. 7 days later, on November 29th, I received an email stating that the trade in value was updated and I scrolled down and saw $200. I had thought they sorted out the issue and offered me the full amount so I accepted this. 2 months later, on February 16th, my wife said that Apple charged me $200. I called in to see what happened and they said I accepted $0 trade in and that I didn’t request the phone back. I assured them I did not do this and asked a manager call me. The same day, a manager by the name of Tanner called me and said I accepted $0. I assured him I only accepted $200 when I was sent an email saying that it was revised. I don’t think many people would knowingly accept $0 and not want back the working phone. I know that Apple refurbishes and resells the phones to other markets around the world so the value really shouldn’t be $0. Anyway, I then looked at the email closer and it turns out, if you keep scrolling, there is a “revised trade-in value” field. I explained this was misleading and asked for my phone back. Tanner said it was already recycled. I asked him to change the design of the email so this wouldn’t happen to other people and he said he would submit my suggestion. He offered me $50 which I refused because I still planned to dispute the charge due to the misleading email and file a complaint. I disputed the charge with my credit card company and hope that someone more senior at Apple will look into fixing the contents of the email. I’m generally a fan of Apple and buy a good amount of phones and laptops from them but they really need to fix this misleading email so people don’t mistakenly accept $0 for their...

I just had one of the most frustrating customer service experience’s I have ever had with the Tice’s Corner location. TLDR- They have policies designed not help and no management with the ability to think logically about when to apply policies… Read on for the whole hysterical saga: I needed a replacement of my iPad and Magic Keyboard under warranty (which I pay 8.66 every month for the past 2 and a half years.) After an hour on the phone and driving to the store 2 weeks ago, they helped me and ordered replacement devices. I got an email giving me 5 days to come pick it up. I was out of town during this time and called this morning, about 9 days late to check if I could still come in or if it needed to be reordered to the store. I was told that I had to come back in and start the whole process over again. And that would not tell me if the 2 boxes that had been ordered for my replacement were in the store or not because it is against their policy to reveal that information by phone. I gave them my replacement ID’s that had been emailed to me and the rep AND her manager BOTH told me that they could not use their eyeballs to check if I should make the hour drive round trip to the store because of their policies!!! I can’t make this stuff up it’s so incredible. (As a bonus laugh the first rep told me the policy is so customers should not be frustrated if they are told incorrect info about stock 🤣. I said, you’ve got about as frustrated a customer as you’re going to get over here so maybe take a peek and give me a hint if it’s currently there- to no avail.)

Punchline is they say they want to help but don’t do what’s in their power to help. An hour on the phone later and Apple has charged my card just over $1800 to ship me the replacements via express replacement when that’s the whole reason I was going to the store- to avoid tying up 1800 for 2 weeks until they receive my broken iPad back.

Not sure if I’m going to stay an Apple customer. With Apple Care, be prepared to pend lots of time and money when it comes time...