03/13/2012Provided by Citysearch -
This store has proven extremely difficult on multiple occasions now and I sincerely urge you never to go here.
When purchasing a new iPhone last November, the sales representative lied to me and told me that I should upgrade from AppleCare to AppleCare+ because it would cover theft as well as damage. Last week, I had my phone stolen while doing community service in Ecuador on an Alternative Spring Break and replacing the phone has been impossible. I have repeatedly told them that I am happy to pay the fees normally associated with a replacement phone ($170 deductible & $10 per month since November, or $220 total), but they refuse to acknowledge their mistake.
I'm a big fan of Apple, and in hindsight it makes sense that they don't offer theft insurance, but at the time, I was excited about the new phone and chose to believe what the sales rep was telling me over reading through the fine print. The worst part is that when I went into the store to explain the situation, every sales rep I spoke to had to Google AppleCare+ to check their theft coverage policy (meaning they STILL don't know what it covers). The problem with not knowing about what your selling is that it leads customers to buy LESS, not more, than they need. Had the rep merely said ""AppleCare+ only covers damage"" I would have looked into theft insurance and purchased that service from Verizon. Since the sales rep only gets a commission on what is sold that day, they have no incentive to up-sell monthly services (like Verizon's theft protection) but a huge incentive to up-sell one-time fees like AppleCare+.
The most frustrating aspect of this is that, properly informed, I would have gladly purchased BOTH services. My phone serves so many crucial purposes for me I spare no expense to avoid situations like these.
The employees in the store seem genuinely to have their hands tied, but the District Manager, Veronica Hallisey (1-877-668-1820) has full control to rectify this situation. She understands that her employee was in the wrong and yet insists on taking days at a time just to ""check with her Verizon rep"". I feel that I am being entirely reasonable (and have offered to even split the cost of the new device with RadioShack), but have continually received the worst customer service of my life. I implore you never to shop in this store, the entire staff is overly motivated with short-term gain and will mislead you to make a slightly higher sale.
If you have any questions about this incident, please contact me at Coogan.JohnA at Gmail. I would say call me... but who know's when I will resolve this.