Apple Coconut Point in Estero | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

TLDR: Mistakes Happen. Some employees care and some do not – this store most did care.

4 Star Breakdown:
– 1 = Mike Genius Admin (no sense of escalation)
+ 2 = Manager (high EQ but I didn’t get her name…)
+ 3 = Grant (who turned around a mistake with grace)

More Details:
I had a logic board failure in a top-of-the-line Mac M2 Ultra Studio. These things happen but what’s not normal is the Genius Bar not listening to the customer (or reading Apple notes from the hours of phone based support prior) on activities already performed by Apple support.

1. I was returned the machine with them merely reviving then rebuilding it. Something I’ve already done 3x with Apple online support and communicated that it isn’t a long term fix. So I told them I doubt this is the fix but would take it home and see….. Of course 24 hours later… orange “SOS” lights on the front of it with no booting.

2, When returning it – the Genius Bar Admin (Mike) had little customer service DNA and even after hearing that the techs did not fix correctly – I had to wait over 2 hours for an slot to just hand them the machine back to fix correctly. I repeated my frustrations and he simply did not care. Eventually Raul helped shortening my wait by I’m sure a couple of more hours. The drop off process took 2 mins. The lack of escalation for a recurring issue was surprising.

3. When I got the machine back the 2nd time they said they swapped out the logic board. Good – they did a hardware change which is what I was expected. Took it home, booted it up and was surprised that my 192 GB of memory machine was now 64 GB prompting another trip…

4. I go back to the store and ask for the manager (didn’t catch her name) and told her of the experience and she a) got right on it and b) grabbed the tech (Grant) who worked on my machine. Both of them talked about how they would fix it, the steps and the priority given. They wanted to fix the problem and was empathetic to the pain in the butt of all the back and forth required.

5. I go to pick the machine up a couple of days later (they overnighted the correct logic board) and fixed it asap. Grant comes out and hand delivers it, apollgized for the previous issue but said it was done correctly. I go by the manager and thank her for helping to get it done quickly and how professional Grant was during the process.

I now sit here writing this review from the fixed machine and (crossing fingers) it seems to be working great.

After-action:
Sent a note to Tim Cook to systemize the escalation process. Online support even stated that it’s unfortunate that even if the Apple Store makes the mistake – you have to wait days for a time slot or go in person and wait hours for the possibility. That should be fixed with some reserved slots for recurring / escalating issues.

After 2.5 hours of abhorrent service, a refund was supposed to have been processed-however THIS STORE FAILED TO DO SO! I am being billed for refunded/returned phone and Apple Care.
Hopefully the regional manager/corporate can resolve.
Unless you expect poor service, bad attitudes-steer clear. This staff very high self image -undeserved-can do no wrong.
At best they are a motley crew (not the band) with tech being high strung and acts as tho customers are a nuisance. Mgr sees himself as perfect. Sales staff is only as “helpful” as minimally necessary, 99% maintains nothing even remotely close to a neat appearance(3? Were neat in appearance and hygiene).

Made an appointment to have my battery replaced under warranty as my iPhone 15 pro is only 6 months old.. They told me even tho my phone was turning off at 20% they couldn’t replace the battery unless the battery life was under 80%. It was at 82% and shutting off early… now 1 week later I’m far from any Apple store and this phone is about to blow up or something. I understand policy but exceptions should be made when a customer is reporting a problem that is obviously a hardware issue with a 6 month old $1,500 phone. SMH I’m disappointed in the durability of this expensive phone my XR was a work horse. I’m not impressed with the 13 or 15 pro.