Don't go to the Lincoln Road Apple Store

[danbcooper]

20 days ago I took my iPhone 6 to the Lincoln Road Apple Store (Miami Beach) to get the screen replaced, I paid $ 130 to get it fixed which is fine because the phone was out of warranty. When they gave me my phone back, the GPS and the Wi-Fi were broken (and they worked before, I actually used the GPS to get to the store).
That same day I traveled abroad and yesterday I came back to the states, so I decided to go and complain.
I asked to talk to the manager and a guy came in and told me he was, I explained to him the issues I was having and he told me there was nothing they could do.. After a few minutes of circling conversation he called the REAL MANAGER! This guy also told me there was nothing they can do and they continued to tell me that I had to pay $299 to get a replacement, even though I had already paid $130 and they BROKE MY PHONE. After I told him that was absurd he decided to stop talking to me so I called Apple support.
There they upscaled me to a senior something, she was really friendly. I explained to her what happened and she told me that they were having many issues with that store and that they are actually going to replace the manager and some of the staff because of all the complains that they are getting. She also told me that I will get a "one time exception" to get my phone fixed but that I should take it to a different store.
Let's see how that goes.. I will update tomorrow

 

[Septembersrain]

Eek. That's not good when a store actually gets a reputation with the support line supervisors.

I do hope that you'll have an easier time at a different store.

I wish you luck.

 

[Newtons Apple]

It all sounded real until you told me they told you that they were going to get rid of the manager. An Apple official, especially a senior one, would NEVER tell you something like that.

 

[danbcooper]

It all sounded real until you told me they told you that they were going to get rid of the manager. An Apple official, especially a senior one, would NEVER tell you something like that.

Yes, it actually was really strange.. But it wasn't a regular support line guy, they upscaled me twice to that senior woman. Maybe she told me that to make me feel at ease but it didn't seem like that, she sounded like it was serious.
Look up that store on google reviews, they have A LOT of complains.

 

[Newtons Apple]

Yes, it actually was really strange.. But it wasn't a regular support line guy, they upscaled me twice to that senior woman. Maybe she told me that to make me feel at ease but it didn't seem like that, she sounded like it was serious.
Look up that store on google reviews, they have A LOT of complains.

I can believe they have many complaints, I am just surprised that a senior Apple person would say something like that. Apple is know for keeping things like this out of the view of the customers and handle it internally.

I hope you get it sorted out as it does sound like they broke you device.

 

[44267547]

20 days ago I took my iPhone 6 to the Lincoln Road Apple Store (Miami Beach) to get the screen replaced, I paid $ 130 to get it fixed which is fine because the phone was out of warranty. When they gave me my phone back, the GPS and the Wi-Fi were broken (and they worked before, I actually used the GPS to get to the store).
That same day I traveled abroad and yesterday I came back to the states, so I decided to go and complain.
I asked to talk to the manager and a guy came in and told me he was, I explained to him the issues I was having and he told me there was nothing they could do.. After a few minutes of circling conversation he called the REAL MANAGER! This guy also told me there was nothing they can do and they continued to tell me that I had to pay $299 to get a replacement, even though I had already paid $130 and they BROKE MY PHONE. After I told him that was absurd he decided to stop talking to me so I called Apple support.
There they upscaled me to a senior something, she was really friendly. I explained to her what happened and she told me that they were having many issues with that store and that they are actually going to replace the manager and some of the staff because of all the complains that they are getting. She also told me that I will get a "one time exception" to get my phone fixed but that I should take it to a different store.
Let's see how that goes.. I will update tomorrow

Definitely a poorly handled situation on Apple's behalf. That sounds very un-Apple like. And the manager should be reprimanded if they handled the situation as they did. Either way, I too would have contacted an advisor to report and remedy the incident. Let us know how it goes.

 

[ACG12]

They tell you something can happen before you agree and sign to the screen replacement and that you will have to pay for a replacement phone.

 

[Thor_1]

why would you leave the store with a broken phone and not tell them till 20 days later?

 

[danbcooper]

why would you leave the store with a broken phone and not tell them till 20 days later?

Because I didn't notice until I tried to use my GPS

 

[timeconsumer]

20 days ago I took my iPhone 6 to the Lincoln Road Apple Store (Miami Beach) to get the screen replaced, I paid $ 130 to get it fixed which is fine because the phone was out of warranty. When they gave me my phone back, the GPS and the Wi-Fi were broken (and they worked before, I actually used the GPS to get to the store).
That same day I traveled abroad and yesterday I came back to the states, so I decided to go and complain.
I asked to talk to the manager and a guy came in and told me he was, I explained to him the issues I was having and he told me there was nothing they could do.. After a few minutes of circling conversation he called the REAL MANAGER! This guy also told me there was nothing they can do and they continued to tell me that I had to pay $299 to get a replacement, even though I had already paid $130 and they BROKE MY PHONE. After I told him that was absurd he decided to stop talking to me so I called Apple support.
There they upscaled me to a senior something, she was really friendly. I explained to her what happened and she told me that they were having many issues with that store and that they are actually going to replace the manager and some of the staff because of all the complains that they are getting. She also told me that I will get a "one time exception" to get my phone fixed but that I should take it to a different store.
Let's see how that goes.. I will update tomorrow

If you paid $130 that would be for a screen replacement as per: https://support.apple.com/iphone/repair/service/pricing

Think of this from Apple's point of view. To the manager it probably looked like you knew your phone had problems, so you broke the screen and opted for the cheaper repair route of $130 (screen replacement) vs $299 (out of warranty). I'm not saying you did this, I'm just trying to provide a possible explanation.

It seems to me that the person who replaced the screen either didn't check the phone for issues before or after the screen replacement. I think they have software they can run to test the hardware. But the manager probably assumed that the device checked out when they handed it back to you. Unfortunately you'll never know.

While you didn't have the best experience, at least Apple support is taking care of you, where you probably lucked out is due to complaints from that store.

 

[akadafni]

Yes, it actually was really strange.. But it wasn't a regular support line guy, they upscaled me twice to that senior woman. Maybe she told me that to make me feel at ease but it didn't seem like that, she sounded like it was serious.
Look up that store on google reviews, they have A LOT of complains.

There is no way for an AppleCare Sr Advisor to tell you about a specific Retail Store complaints. And if they did they should be fired.

 

[danbcooper]

There is no way for an AppleCare Sr Advisor to tell you about a specific Retail Store complaints. And if they did they should be fired.

Maybe she should be fired... But I hope not since she was really helpful

 

[Applejuiced]

It all sounded real until you told me they told you that they were going to get rid of the manager. An Apple official, especially a senior one, would NEVER tell you something like that.

I agree.
That doesn't make any sense.
A support rep is telling a customer that they will replace the store manager and other employees at that location?
You'll hear all kinds on nonsense on the internet.
[doublepost=1485137630][/doublepost]

Because I didn't notice until I tried to use my GPS

You didn't notice wifi either for 20 days?
I'd notice both right away.

 

[boast]

So weird reading comments of people defending Apple. Even defending Apple against their own employees... haha!

 

[danbcooper]

I agree.
That doesn't make any sense.
A support rep is telling a customer that they will replace the store manager and other employees at that location?
You'll hear all kinds on nonsense on the internet.
[doublepost=1485137630][/doublepost]

You didn't notice wifi either for 20 days?
I'd notice both right away.

Yeah, I did notice.. But I was already abroad (South America, so no apple store). I actually complained over the support chat the next day after I got my phone
[doublepost=1485144284][/doublepost]

So weird reading comments of people defending Apple. Even defending Apple against their own employees... haha!

Yes, I don't know why some people are so hard core apple defenders.. I mean, that senior advisor woman is a human been, she told me the truth.. I don't know why people can't believe that. Maybe she shouldn't have said that but I think she did a good job by just telling me the real deal about that store.

 

[44267547]

Yeah, I did notice.. But I was already abroad (South America, so no apple store). I actually complained over the support chat the next day after I got my phone
[doublepost=1485144284][/doublepost]
Yes, I don't know why some people are so hard core apple defenders.. I mean, that senior advisor woman is a human been, she told me the truth.. I don't know why people can't believe that. Maybe she shouldn't have said that but I think she did a good job by just telling me the real deal about that store.

I believe what you said about the Senior Advisor. I do agree that the senior advisor should not have released any of that information to you, being that it doesn't pertain to you and it's strictly internal business. But then again, like you stated, people are human and they say things that they probably shouldn't. Perhaps she stated that to you, to either appease you or advise all the complaints that store has received To confirm your complaint.

And also with these forums, there's a lot of scrutiny and mixed comments in here. You have to weed through the ones that you want to take advice on. Just try to ignore the negativity the best you can.

 

[pika2000]

Sounds like the store didn't follow their SOP. When I brought my iPhone to an authorized service center, even they did a thorough check first with their diagnostic system. Issues like malfunctioning GPS/wifi should've been flagged.
It wouldn't pass me if there's a group of bad people in that store. This thing happens, where a group of people infiltrated a retail establishment and scam customers.
The phone support people does have more leverage on certain things, so hopefully you can get your phone replaced.

 

[gaymerraver]

Just read the Google reviews, must be one of the worst  store reviews I've ever seen. Seem like the staff and manager are all crooked.

 

[DaveOP]

Yeah, I did notice.. But I was already abroad (South America, so no apple store). I actually complained over the support chat the next day after I got my phone
[doublepost=1485144284][/doublepost]
Yes, I don't know why some people are so hard core apple defenders.. I mean, that senior advisor woman is a human been, she told me the truth.. I don't know why people can't believe that. Maybe she shouldn't have said that but I think she did a good job by just telling me the real deal about that store.

The senior advisor had no idea, and was telling you this to ease your mind. It's not your fault. I was an Apple Genius until a little over a year ago, and we regularly had senior advisors in the store for training. They are typically lower pay than a genius in a retail store, and would not be at all privy to information about store leaders. Applecare employees mostly work from home, or at regional call centers. Apple retail is VERY close lipped on what is happening with management.

 

[danbcooper]

Eek. That's not good when a store actually gets a reputation with the support line supervisors.

I do hope that you'll have an easier time at a different store.

I wish you luck.

I can believe they have many complaints, I am just surprised that a senior Apple person would say something like that. Apple is know for keeping things like this out of the view of the customers and handle it internally.

I hope you get it sorted out as it does sound like they broke you device.

Definitely a poorly handled situation on Apple's behalf. That sounds very un-Apple like. And the manager should be reprimanded if they handled the situation as they did. Either way, I too would have contacted an advisor to report and remedy the incident. Let us know how it goes.

Sounds like the store didn't follow their SOP. When I brought my iPhone to an authorized service center, even they did a thorough check first with their diagnostic system. Issues like malfunctioning GPS/wifi should've been flagged.
It wouldn't pass me if there's a group of bad people in that store. This thing happens, where a group of people infiltrated a retail establishment and scam customers.
The phone support people does have more leverage on certain things, so hopefully you can get your phone replaced.

Okay so today I went to the Aventura Apple Store and there the treatment was completely different.. Very professional and educated. I spent less than 15 minutes in the store and they replaced my phone!

 

[44267547]

Okay so today I went to the Aventura Apple Store and there the treatment was completely different.. Very professional and educated. I spent less than 15 minutes in the store and they replaced my phone!

Nice. Did they give you a new iPhone or replacement device? Glad it worked out for you.

 

[danbcooper]

Nice. Did they give you a new iPhone or replacement device? Glad it worked out for you.

A replacement device.. But I've read that they are pretty fine since they go through much extensive testing than new devices

 

[44267547]

A replacement device.. But I've read that they are pretty fine since they go through much extensive testing than new devices

True. Replacement devices are tested and some of the hardware is replaced. I have had one replacement device in the past and it was literally new.