Whats up MR, I just thought I'd spread the word on this excuse of an Apple Store located at The Beverly Center in West Hollywood, California. I apologize if this is in the wrong section but it needs to be seen and it does involve the iPhone. This review is to warn anyone who is seeking good customer service & the real Apple Store experience, because you will NOT find it here at the Beverly Center... When I have made genius bar appointments previously I always arrive about 5-10 mins early. Don't even bother coming early b/c you will be waiting at minimum of 15 minutes after your appointment time, but more on the new "policy" in a minute. My iPhone 4S has been acting up for months but I've just brushed it off b/c I don't have much time to make an appointment for (in my opinion) small petty issues that I could probably resolve at home. At my last genius bar appointment for my laptop I also told them that my iPhone has been acting up (freezing, super slow, etc) & was given the "restore" speel. I went along w/ the already known software troubleshooting "solutions" knowing I would return again another day for a replacement. Hardware issues are grounds for replacement as long as there is no foul play, and all software troubleshooting solutions have been stressed. This last month my iPhone has been worse (randomly shutting off, freezing all the time, etc) and I have AGAIN tried all possible software solutions. I prefer the Apple Store in The Grove but they did not have an appointment open until tomorrow and The Beverly Center had one appointment available at 8:50pm. It's 8:40pm and I call the store to tell them I'm running 5 mins late, the associate tells me that the appointment will cancel itself out if I'm not checked in past 5 minutes of the appointment but if I make it to the store by 9pm (closing time) they will see what they can do. I arrive inside the apple store at 8:53pm, 3 minutes after my schedules appointment. Here's where it went south... First off, there are approx 6-8 customers in the store and no employees to check me in for my appointment, even if I was on time, it looks to me as the system would have cancelled my appointment regardless b/c everyone was occupied w/ the whopping 8 customers in the store already. Who wants to come on time anymore when this store clearly has always been notoriously late w/ genius bar appointments. At 8:57pm an employee asked if I needed any help, I said yes I'm here for a genius bar appointment that was at 8:50, he says it's now 8:57pm and you will probably be cancelled out my the system already. I went on to tell him that I was here 4 minutes ago but nobody was available to check me, he replies that they will figure something out. Next the female manager named Ellie comes out and without introduction rudely tells me about the 5 min late deal and asks me what's wrong with my phone in the tone as if she just wants me to turn around and walk out of the store because she has more important things to do than help someone who contributes to her salary. I explain the situation of no one being able to check me in so my appointment was cancelled by the system & she replies w/ no sympathy that she has no employees to help me out & that they all MUST be off the clock in about 20 minutes. LOLWUT?! She obviously could not find one **** to give tonight. Intermission: I'm writing this b/c I care about Apple and their products are phenomenally innovative. I've just never encountered this disservice w/ Apple in the 7 years that I've been a customer. It's disheartening and almost as if your now grown child that you've invested in is talking back to you and telling to you piss off. Five minutes later I'm at the genius bar after Ellie ordered one of her employees to be as quick as possible. I won't name the associate b/c I understand he's just following protocol. He hooks the phone up and is running a hard restore putting it in recovery mode resetting it completely. (I have done this a few times already but I guess they have to do it to say they did it in the notes) I go on to explain that the phone has been acting up like this for months and I am ready to just swap it out for another one because none of the software solutions work. He then says that unless they see the problem happen in person that they can't replace it, now, part of me understands this completely as they don't want people just trying to swap out phones all the time but I told him I could care less if it's a new or used one, I just want one that works properly. I'm told to take it home set it up again as a new phone and in short, "hope for the best." Meanwhile in the background while I'm still in the store, Ellie is using an loud outdoor voice telling her employees to hurry up cleaning because they need to get off the clock in 10 minutes, unbelievable. I'm not a snob or an a**hole, I kept this as rational and realistic as it happened. Whether you're a first time customer or you own 10 machines, nobody deserved this kind of disservice. The Apple Store at The Beverly Center is an insult to the Apple Brand, the worst customer service nationwide. I've been to Apple stores around the globe and this impostor of a store basking in peasantry needs to be closed, or at the very least Ellie should be fired for being a poor leader.