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  • Working with this store in the past has been an amazing experience, friendly staff great service until this after noon. It's been about 6-7 months since my last visit. I brought in a phone under warranty for issues with my home button, Issa helped me and initially was pleasant until she did not test the issue. She talked down towards me, re explaining and reiterating how to use my phone for simple issues that I was not worried about or experiencing. When I asked to have the issue I was experiencing diagnosed (faulty home button) i also mentioned that I was pretty proficient and I just needed to have it fixed/replaced. I had to get a manager involved as this was something she would not do. Mark approached me who I spoke with very briefly when walking into the store. He immediately entered the conversation with an extremely closed and decided attitude toward a situation. Kept bringing up an issue about my battery being fine etc when that was not the problem. Told me "you should know better than to think we would treat you differently than another client". Mentioned that I was trying to abuse the system. Statements like that can seriously agitate a situation from being a mellow conversation into something much different. He then proceeded to argue about the situation in an incredibly condescending way. Mark would make assumptions and argue them. He very obviously has not had a great deal of experience providing clients with great customer service. If he would have acknowledged my concerns and provided me some solutions I would have been happy. His "solutions" involved telling me he would make notes and I could not simply go to another store to have my issue resolved, fixed, or get a new phone. Finding a resolution is the furthest from what Mark did, his interest was in defending Issa in a situation which i would accept if ether of them took the time to simply diagnose the issue at hand. I would have been happy simply PAYING for a replacement phone. This also was not an option. I love Apple and love the brand, I am an advocate however this manager is misrepresenting the brand and what Apple has strived for in providing excellent customer service. This was less than sub par, by far the worst customer experience I have ever had with Apple. This has completely changed my view of this store and the management it chooses. I will, of course be telling and describing this experience whenever this store is brought up or mentioned. Not for anything than to spare them from dealing with sub par service, condescending attitudes and the frustration that will ensue.
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