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| - Let me say first that every "genius" we spoke to was kind, courteous, and did everything in their power to offer assistance. No issues with the actual technicians. Thus 2 stars.
This review pertains to apple policy, which was abhorrent. We had 3 visits to the Apple store over the weekend: we came in Saturday night with a genius bar appointment with a water damaged device. As an Apple Care + customer I was able to pay for and get a replacement device, however was sent home to attempt to resurrect my damaged phone, as apparently Apple is not willing to help customers retrieve data off damaged devices--and said device must be surrendered before a replacement can be issued.
Unsuccessful, we returned Sunday morning to pick up the replacement device. Initiated a restore from icloud and went home. Approximately 3 hours later the brand new device that I had been issued started to malfunction and completely shut down. So we returned to the store for the 3rd time only to be told first that we likely would not even be seen due to the store closing in slightly over an hour. We were in the store until after it closed (about 2 hours), but were eventually seen by a technician who explained that despite the dozens of new iphones in the store, they couldn't replace the (brand new, malfunctioning) device that I had received only that morning from the same store because they were out of the inventory used to offer replacement phones--some sort of zombie phone created with parts of other devices that they insist is NOT refurbished. New phones should, in theory, be arriving to the store in--the guessed-3-5 business days.
As there are only 3 Apple Stores in the entire state of Wisconsin, I honestly don't know how this store can expect people to travel--in some cases several hours--to the facility only to issue them a piece of junk malfunctioning device or to run out of phones completely (or both!). Further, even with an appointment, we never spent less than an hour in the store, with about half an hour wait from the time of our appointment to seeing a technician. These stores truly need to figure our how to allocate staff between individuals with legitimate equipment issues and tutorials on how to use basic device features, but I digress. Phones have become a pretty big necessity for most people and it's difficult to have faith in continuing to be an Apple customer when they are unable to even provide a working device in a reasonable time frame to customers who purchased their own protection plan. I left the 3rd visit to the west towne store with a malfunctioning phone (no loaner offered) and a $700 hold on my credit card for a replacement device to be mailed out to me in 24-48 business hours. Two thumbs down.
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