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  • So as an update, I never received a satisfaction survey to be able to voice my concerns about my last experience. Apparently you only get that survey when a repair is actually performed and you get some sort of receipt number sent to you. Since the rep only ran a diagnostic on my phone and did not repair it, I come to find out that I was never going to receive the survey. To be clear, I am sure the Genius Bar rep Jackie is an awesome person, I just did not appreciate the way she handled my Genius Bar appointment. I called the location today and ended up speaking to a supervisor to deliver my feedback about the way her tone and comments came across. The supervisor was super helpful and even offered to schedule an appointment for me where an Apple Care rep could call me a scheduled time to help me with my phone's initial issue. The Apple Care rep was awesome when he called at our scheduled time and was as helpful as he could be but it turns out that the trouble-shooting suggestions he was going to walk me through were the same exact ones that I already tried after I went to the Apple Store the first time! So this whole time Jackie was adamant that my phone had an "environmental issue" and that I'd need to call Apple Care to fix it when in reality, Apple Care could not even fix it. I am not upset at the fact that my phone was not fixed, I am frustrated that Jackie spoke to me in a manner that I did not think reflected the high level of customer service that I know Apple has and on top of that, she gave me false information! Either she was straight up lying to me or she was trained with the wrong information about how to go about resolving phone issues and ultimately gave me the wrong information as well.
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