Apple The Fashion Mall at Keystone in Indianapolis | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

To be transparent, I tend to fall in the 97th percentile when it comes to things going wrong. Unfortunately, my recent experience at Apple has only reinforced that belief. Last Saturday, I spent nearly an hour revisiting everything I had previously discussed with Apple Support. Although I arrived early for my appointment, I was not allowed to check in until ten minutes before. To add to my frustration, they did not have the necessary parts in-house and had to order them. While the parts arrived within two days, which I appreciated, I was then informed that the repair would take five days. This was quite surprising, considering I had already invested time and was told it was a straightforward fix. Despite this, I requested that they expedite the process, and they assured me it would be an easy replacement.

A couple of days later, I called to check on the status of my computer, only to find out it hadn’t even been touched. Again, I was reassured that it was a simple repair, and a note was placed on it.

When I returned to town, I visited the Apple store to check if my computer would be ready by Saturday. Erika, who identified herself as a manager, informed me that she didn’t know. I reiterated my concern and mentioned that I was okay waiting until the end of the day Saturday if the repair could be completed, but she then informed me that no repairs are done on Saturdays. At this point, I requested my computer back, expressed my disappointment, and left the store. I have since requested a shipping label from Apple to send in my computer, even though this will take longer. However, I need my computer on Sunday to prepare for Monday.

Apple is a great company and makes excellent products, but with all the advanced technology available, it’s disappointing that there isn’t a better scheduling system for repairs. Customers shouldn’t have to be without their devices for more than 72 hours.

I want the give this store more than one star but I just can’t. Everything went smooth until we had to wait on someone to help us purchase an iPad after diagnosing our old one. The Genius Bar employee sat us at a table and said someone will be right with you. We stood there for 10, no one helping us but several employees just standing around. At the 15 min mark I counted 6 Apple employees doing nothing while we waited. The employee closest to us that all the other employees were going up to, I assume that person was in some sort of leadership role, would not even make eye contact with us. The only time an employee spoke to us at all is when I walked over to the headphones and put them on. Told the employee what we needed help with and again was told someone will be right with you. Seems like Apple has a lot of that’s not my job mentality going on. I get workflow, but that was ridiculous. Once we finally had someone help they did get us the info we needed. But the assumed person wearing a baseball cap in leadership on July 4, 2024 at 1:45pmish was the reason this store only got one star.

I don’t know why, 8 out of 10 of the sales representatives are in a rush, they don’t hear your needs, this is the third time I have an issue with this kind of attitude speaking of exchange experience, they don’t hear the word “exchange” they hear “refund” instead, I get my original payment on hold to get refunded and I have to buy again instead of just exchange it. The 3 guys that I had the same situation with, they had nothing to do before and just went in a rush getting my refund and went to do nothing again. That’s not right! I don’t know who makes the applications to get in there. Let them know they need to hear the clients needs first! On the other hand, the guys that work at repairs are the best!