Apple The Americana at Brand in Glendale, CA Open now

Reviews about Apple The Americana at Brand

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  February 19, 2019, by Kelly Donovan
  My experience with this store and Apple representatives in general over the past few weeks has made me decide I'm done buying apple products. There are enough solid options out there now that I see no reason to let them continue to provide inferior products at outrageous prices. Here is the gist: I spent 50 minutes (fifty. no joke) on hold with this store trying to schedule a time to replace my completely depleted battery (they ran logistics on it over the phone and told me this was the reason my phone was regularly dying at 30% battery, why apps would randomly close or take 40+ seconds to open and why the GPS will no longer track my location). "Fortunately" they had a $29 "special" price on the battery replacement; all I had to do was wait several weeks and then wait between 3 and 5 hours at the store for it to be fixed. What a bargain... I arrived at the store and the man helping me told me I needed to take the one-time use only $10 cover off my phone before they would fix it. I did so. He then asked if I also wanted to replace the screen that had a hairline crack in it. I said I did not. He said it might get more damaged in the repair process. I said that was fine as long as I could still use it. Then he kept saying he needed to make sure I understood that it would be "my doing" if the phone was more damaged and that he couldn't guarantee it would work when they were finished with it. I asked if he could come out and let me know if it was no longer working, or just fix it only if it was broken beyond repair. He said he could not, and that I had to decide right then and there if I wanted to fix it. Anyway, this went on for a while and he eventually asked the manager who said just kidding, you actually MUST have the whole screen repaired in order for them to fix the battery. Mind you, no one has mentioned this over the phone on any of my many calls, nor did the emails I received say anything about it. I asked to speak to her. In case you go here, her name is Taline and she's a real treat. She came out and repeated what the man had told me. She said "well, this is where we are now, so what do you want to do." I said that we were only in this position because of all the errors and poor management by Apple. She said she didn't see it that way. I then asked if she thought waiting 50 minutes on hold to talk to someone at her store was reasonable. She said "well, we've had people wait a whole lot longer than that, so yeah, I'd say it is okay." Your Apple customer service, ladies and gentlemen. I called customer service to complain about this entire process. The customer service agent I spoke with was a drippy, syrupy saccharine man named Kelvin. He profusely apologized and fell all over himself to tell me how sorry he was for my experience. But then of course, towed the party line. Nothing they can do, with a lot of "unfortunately" and "I know this isn't the outcome you were hoping for" and "as *your apple representative* I want you to know that this is the best option available." I asked if they could at least repair the screen for the going rate of $79 since I didn't have an opportunity to fix it myself prior to fighting for this appointment. No. I asked if at the VERY least they could give me a $10 discount for making me ruin my one-time screen cover to assess the damage prior to "fixing" my phone, which they then refused to do unless I piled on 4x the amount of money I thought I'd be paying for this repair. No. But, says Kelvin, please know that I am *your apple representative* and I will be here for you in the future, rain or shine, to reject all your future apple needs and requests thank you very much have a nice day. So that was it. Last straw. Google phone here I come. Apple, I suggest that you get your act together here really soon. This is not how you keep your loyal customers.