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| - I've had very mixed experiences at other Apple Stores in the past, but when you drop your iPhone and shatter the screen, you know where you're headed. Luckily for me, my no-good-very-bad day had a happy ending, because I got great customer service at the Pittsburgh location.
Making an appointment for my phone online was easy. When I got in from Greensburg more quickly than anticipated, it was okay, and they were able to get me started almost immediately. After signing a few forms on an iPad (including a release that if the fix doesn't work, you'll be paying $299 for a new phone-- eek!) they took my phone off to the back and told me it would be ready in an hour or so. The Genius I was working with was very courteous and gave me directions to his favorite coffee shop down the street.
When I came back an hour or so later, my phone was fixed and checking out was easy. Replacement glass isn't exactly cheap, but it did cost slightly less than the quote I got online. The Genius I talked to this time revealed that mine was the 3rd shattered glass phone they'd fixed that day, so A) you can feel a little bit better, you're not the only klutz out there and B) they have plenty of practice in glass repair.
I hope to NOT need to go back to the Apple Store any time soon, but if I do, I know I'll be well taken care of.
Tip: the parking garage around the corner takes credit cards and isn't unreasonable.
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