How to Handle a Really Negative Experience in Apple Store
Recently I had my roommate take my iPhone 6 S Plus to the local Apple Store for my pre-arranged drop off of the phone to get a new battery. I had attempted to contact this store by phone twice to tell them I was having problems getting a ride to the mall to drop the phone off. However the phone rang and rang and no one ever answered so I contacted support. I told support about my issue and they offered to 'make notes' on my account that the store would see. They said they could not contact the store by phone directly. This is a a major issue to me that this store is so very difficult to get in touch with. Support assured me it would be o.k. I even went so far as to reveal that I am blind/low vision and I was reliant on others to help me with the drop off of the phone and I said that in all likelihood, I would not be the person dropping off the phone. My roommate took the phone in for me two days ago. I was left at home with no phone. I did, however, provide my California i.d. and a hand written note with all pertinent information and reiterating that it was o.k. for Apple employees to work with my roommate in regards to the changing of the battery. My roommate called my neighbor due to issues he was experiencing with the Apple Store employees. My neighbor brought her telephone to me and I spoke with the Apple Employee who wanted my Apple I.D. (which I had already provided in note I sent along with my phone)and password which I provided to him. He said "Great! That does it. I'm in now. To make a very long story short, when my roommate went back into the store to pick it up he was treated horribly. They left him waiting for a long time and did not really want to release the phone to him. I will not go into the extremely rude questions. What I will say is they hard shocked my phone and they did not have my permission to do that. They should not have assumed that I had everything backed up because I did not. I've lost over $75 worth of itune music, etc.applications. I've lost pictures and documents. If Apple Staff was having a problem with my phone they should have sent it back with my roommate and told him that I must come into the store myself. They did not tell my roommate they shocked the phone and I was never told anything about prepping my phone or backing it up just to change a battery. No one gave me any instructions and I have not read anything about the Apple Staff having to hard shock phones to change the battery. I want to report this issue and of course there is no place on the entire website to do this. I don't want to chat. I want to write it so that there will be no question about what I've said. I am furious about this and I would really appreciate someone telling me the address and better yet, a contact person and address so that I can report this happening. In addition, I would really appreciate not hearing comments about how I should have had my phone backed up. The point here is, they violated me by removing lots of things from my phone when all they had to do was to send it back home to me saying they needed to speak with me before installing the battery. If anyone can provide the address, name, etc. of Apple's Dept. that handles issues similar to mine, I would greatly appreciate it.
iPhone 6s Plus, iOS 11.2.1
