The experience was very bad. I lost my Iphone 12 on Tuesday evening at the beach , around 6 pm and I was in the APLE UTC store at 7 :10 pm.
First I was asked to wait in the line for general issues, then I was moved to the line for the appointments, it took almost half hour in the 2 lineups. Finally I got sales person M* who seemed knowledgeable, and I picked the new Iphone 15 in 5 minutes, but she could not get AT&T connection to activate the phone because the internet in the store was too slow. Store closing was at 8 pm and we were trying our best to connect to AT&T with another Apple device: an IPad we brought with us, but with slow WiFi website was frozen. So she told me to come the next morning to finish the purchase and in the meantime call AT&T to stop the service. I did all this, stopped the service from AT&T and came the next morning at 10:45 am and I am sent again to the 2 lineups because M* did not reserve the timeslot and phone for me last night to continue. Again in the 2 lineups, in the meantime and after 45 minutes of waiting and constant waving “You are next, you are next”, I was approached by another sales person. After I purchased the same phone from last night in 10 minutes max, I was taken to the desk at the back to install latest OS before she calls AT&T to activate the phone.
Then she called another worker to download the latest OS 17.01, this was with the cable form his laptop and it took 35 minutes for 8GB. And it was useless because that morning Apple came up with 17.02 and when we tried to boot the phone it starts automatically downloading the latest OS. Another 30 minutes was spent on uploading the 17.02 although there was 17.01 already installed on the phone, this does not make any sense btw. The guy was overwhelmed with customers, it was 3 of us at that table who he was helping, and he called another worker to help. This was mature lady and she was the only one who knew. She did restore my backup in 20 minutes, and explained to me that in the case of the lost phone I need to go to the provider to see me in person for security reasons. We left the Apple store around 12:15 pm, and went to AT&T where we finally activated the phone in 10 minutes.
My case was the case of lost phone I need for work, it was emergency situation and nobody there cared. I am for health reasons not able to stand in long lineups for 45 minutes, but around me were many elderly people treated similarly, only offered a chair to sit and wait for hours.
The case that store technical member does not have the latest OS on his laptop, is another pointer about complete disorganization in this store, I don’t blame the workers, they are just swimming the best they can with goals that are set upon them. From yapping of the guy at the entrance “We sold more than ever, numbers are excellent, we achieved best numbers!!!!” it seems that goals are greed, greed, greed.
I am never coming to this store again, and are very disappointed in Apple as a company.