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  • Awful customer service. My four day old iPhone 6 crashed and burned. The day I got it, it started giving me the Blue-Screen-of-Death. I'm no newbie when it comes this stuff and I did everything known to man to rectify the problem. All to no avail, as it progressively got worse. As of this morning, the phone is a brick, plain and simple. I don't blame the phone, the technology involved is nothing short of miraculous and it is to be expected that every now and then you get a bad one. The problem is, when you do draw that short straw and you need actual "service," this store scores an "epic fail." All I needed was to swap the failed phone for a new one - not an unreasonable request considering I just paid $750 cash for it four days ago and it permanently failed on my way to work. I stopped by and walked into this store, which wasn't busy, as there we at least 20 blue shirts just standing around, trying to look like they were doing something. All were polite. All said hello. I explained my problem to the first one who asked if they could "help" me, but he didn't. He told me I had to stand in line and wait for the one girl who was scheduling "genius bar" appointments. Strike one! I didn't need a "genius" to help me. I needed someone to exchange my phone. I highly doubt that required a "genius." So, I waited..... When the scheduling girl finally got around to me, I explained my situation a second time. All she could do was tell me I had to wait at least thirty minutes for an appointment to sit at the genius bar. Strike two! When I explained that I was short on time and I just needed to exchange the phone, she told me "You have to wait." I told her I had to go and that I would just have to go back to T-Mobile later and she responded with a shrug and an "Ok..." She was so ineffectual and uncaring, I'm actually offended. STRIKE THREE!!! I promptly left with my problem unsolved and now I'm torqued because some customer service representative was more concerned about her "genius bar" pipeline than actually solving a long-time customer's problem. If find myself wishing Zappos sold phones, as those folks know how to treat their customers! I ran into three different people in this store, and not one of them was interested in solving my problem. Each just wanted to pass the buck.... horrible.
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