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| - If I could give this store 0 stars I would. I went to the store after speaking with support online because I was having an issue with my iphone. I had been texting a friend when a black spec appeared, it then began to grow to the size of an icon and eventually to a perfect circle the size of 2 icons. The black spot also would move across the screen. In the place where it had been before it would go back to exactly the way it was before.
Anyways, the technician made me an appointment at the summit mall store, and my email confirmation said between 5:20-5:30. I tried to be right on time at 5:20, but was a few minutes late due to some traffic arriving at 5:25 assuming I was fine because I was within my appointment window. Upon finding an apple person I said I had an appointment. They looked it up, said it was at 5:20 and I had missed it, and to go sit at a table and wait in line and someone would get to me when they could. About 30 minutes later a woman who had been helping the man next to me and about 5 other people, in between helping everyone else asked what was wrong. She looked at my phone and said a technician needed to look at it. About 2 minutes later the technician pulled her aside. When she returned she said the inside screen was cracked and that it would be $270 to repair because it was accidental damage. I tried explaining to her that I hadn't dropped my phone. Her reply was that, "Well I'm not saying YOU did, but someone did." I explained that I have no kids, or other adults around that could have dropped it. She did not seem to care and just said well if you had had apple care it would be $80. But since you don't its going to be $270. I left the store feeling defeated, with my still broken phone.
The next morning after thinking about it some more I decided to call apple support to discuss my lack of service at the apple store and the problem with my phone. The store had left little to no notes on my case file that could assist the people on the phone, and nothing to indicate that anything was broken internally. After speaking with the person on the phone he indicated based on my description that it was unlikely a cracked LCD screen, as the summit mall store had indicated. He said unfortunately I would have to return to an apple store to get a replacement phone, but that he would make a note in my file that they were to give me a new one for free. Not wanting a repeat experience, I decided to head over to the store in Woodmere off Chagrin blvd.
Upon arriving early for my appointment in Woodmere (not wanting a repeat cancellation) I was asked to take a seat and someone would be with me soon. About 5 minutes later, I was helped and explained the situation. They asked if they could take my phone back to the techs to look at it. When they returned 15 minutes later he did swap me a new phone, and indicated that the techs had found NOTHING wrong internally. Also, that there was no damage that would suggest that the issue was caused by me or anyone else dropping the phone. If I had to guess I would say the techs at the apple store at summit mall never even took the phone apart to see if there was something wrong!!
Moral of the story DO NOT TRUST the techs at the apple store at summit mall. If you know you've done nothing to cause damage to your phone, do not shell out the $270/$80 depending on if you have applecare. The people on the phone were BEYOND helpful, I'd suggest calling before heading into any apple store. Also, just in general the store in Woodmere was nicer, less crowded, and way friendlier.
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