Apple Stonestown

I would give a negative rating if I could, for the worst experience that I’ve ever had at the Genius Bar. Several months ago I saw a hair line on my iPhones 14 front screen and felt like that might be a scratch that I caused, I know that is not covered by the warranty and therefore didn’t do anything. Then I noticed that the scratch became longer and longer and started to become worried if that is a manufacture defect.

Therefore I scheduled an appointment at this store and the Genius Bar said it looks like a scratch and is not covered by the warranty. When I mentioned that it’s getting longer which makes it seem like a hairline crack, and they suggested me to contact Apple Support to get more help.

Then I reached out to Apple Support and they scheduled another Genius Bar appointment for me, saying that they have made note for my case and therefore this time the Genius Bar will know what to look into.

Then the unpleasant experience started, the lady (a technician I believe because she stepped out from the room behind the counter) took a look at the screen and said it was a scratch, then immediately offered to bring her manager to confirm. Her manager came and said it’s a scratch and started to let her make a note, ignoring my intention to speak to them. After the manager stepped away, I asked the lady to take a look at the rainbow color on the line with the screen on. She refused to do so and said “I already saw it, it’s a scratch”. She saw it with screen off but not screen on, no matter what I was trying to show, isn’t she supposed to at least take a look? Then I asked again and she did so, saying that it is not a crack because there is no “point of touch”, I asked what that means and she said wait a moment and started to look for a photo. But then she didn’t come back with an answer but brought another guy.

I expressed my concern again and they kept repeating because it’s cosmetic so it is not covered by the warranty. I know a cosmetic scratch is not covered! All I wanted to know is that why a scratch could get longer and if that’s not possible, then it might be a crack indicating screen defect. I don’t know why because I’m not a tech person, and that’s why I was looking for help. I asked why a scratch could get longer, the guy said “I don’t know, it could be something in your pocket.” I said “Something in my pocket could cause a single line to grow longer?” They had no answer but insisted that it was definitely my problem. At the mean time the lady said “she still doesn’t understand” and kept repeating cosmetic or accidental damage are not covered. And I don’t remember how many times she said “we can replace your screen for $329, do you want to do it”, like a judge.

I’ve been using a variety of Apple products for around 10 years and have never tried to use the warranty before because I won’t do it unless I really have a concern. This Genius Bar was not trying to help me understand why it must be a scratch instead of a crack/defect, why a scratch could get longer, what a covered case should look like, or even just simply tell me that hair line cracks are not covered in any way. Instead they kept saying that because I did it so it’s not covered by the limited warranty, and acted like I’m a liar or someone who is trying to abuse the warranty. To be honest the line doesn’t impact the use of phone at all, and the growing condition is what really made me concerned and I was just wondering if that’s a defect and why. Their attitude was extremely rude and defensive, like I’m not a customer but an enemy.

Avoid this store if you really want to solve a problem or want a question to be answered.

Loja descolada. Tive sorte com um excelente atendimento da Stephanie. Mas não é sempre assim.

First time there. It's just a typical Apple store...

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Ron is super nice and considerate!! He is beyond extraordinary. I had a great conversation with him about my business. He is very helpful and knowledgeable! Thank you!!

Very busy Apple Store but the support cues seemed to move quickly and efficiently on my Monday afternoon visit. I appreciate Grant and Nikki’s kind, quick assistance!

Worst customer service ever. Unaccountable, unaccommodating, and they do nothing but hassle you. I don't recommend Apple to anyone, I am so much more happy with Android. If it wasn't for the other person on my account wanting Apple I would have never gotten anything from them. I'm sorry that I have to deal with them, it's a very unpleasant experience. Absolutely horrible service

Excellent customer service. A lot of support. Team work all around.

Why would you guys set an appointment and cancel it and never send me an email. It’s ridiculous how we have to come to pick an item that we have ordered just for you guys to tell me you guys don’t have it. Waisting my time!

Apple does it right. Good service and always busy