Zach Chillag

Review of Apple Store Southpark

I attempted to perform a simple exchange for my de...

I attempted to perform a simple exchange for my defective SmartCase that was under warranty. I purchased it from Apple SouthPark in April, and it stopped charging 6 months later. A sign outside the store read by appointment only d/t COVID-19 safety measures so I asked if I could make an appointment. All 4 service counters were free and no one was in line, but none of the employees in the store even acknowledged my physical presence at the entrance. A mall security employee was more helpful, and said to call AppleCare to make the appointment. I did, and the AppleCare rep called the SouthPark store to make me an appointment, explaining that I was at the entrance observing all 4 counters being free, with no one in line. The Apple SouthPark store still refused to make me an appointment even when the AppleCare rep asked. I remained in front of the store on the phone with the rep for the next 15 minutes, watching all 4 service desks remain open the entire time. My issue took 52 minutes to resolve by phone, but would have taken 3 minutes to resolve in person.