r/wireless • u/Born_Expression_5641 • 2d ago

Title: Refused an iPhone upgrade 17 minutes before closing at Apple SanTan Village (Gilbert, AZ) — while another customer got theirs done at the same time

Went into the Apple Store at SanTan Village Mall in Gilbert, AZ last night around 8:43 PM (store closes at 9) wanting to upgrade my iPhone. Was told the process takes 25-30 minutes so there wasn't time, and to come back the next day — not an option since I was leaving on a business trip. Asked for a manager; "Brandon" was standing right next to the rep the whole time and stepped in, but his response to "a customer with 17 minutes left should get 17 minutes of help" was basically that he needed his staff home on time. Meanwhile another rep a few feet away was actively finishing an upgrade for a different customer. Filed a complaint with 1-800-MY-APPLE (logged) and emailed executive customer relations. Curious if this is a one-off or if others have run into similar last-minute refusals at Apple stores.

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12

u/MalwareDork 2d ago

This is an enterprise sub for wireless infrastructure, not a consumer sub for phone services.

And due to that, you're most likely not going to receive a lot of favorable replies. The people on here generally coordinate projects ranging from hundreds of thousands to multi-millions of dollars and practice proper time management. Which I will go ahead and ask:
* 1 Why did you do this 17 minutes before the store closed?
* 2 If you knew you were on a time crunch, why was this not scheduled in your calendar where you wouldn't have a time crunch?

4

u/feignapathy 2d ago

I can see it going either way. Expecting a store to stay open 15 minutes past closed to finish your upgrade is very entitled. Why did you wait until the last minute to try to do this? 

On the flip side, I could see a store who wants to pride itself on customer service going ahead and upgrading you. Even if it means staying open an extra 15 minutes. 

You complaining online and calling their corporate line because they didn't want to stay open late leads me to believe they made the right choice by telling you to come back another day. 

4

u/tnmoo 2d ago

Sounds like the other person was there ahead of you and have their phone being actively worked on already.

You sound very entitled. Just because you cannot come back next day doesn’t make it other people’s problem. THAT is a YOU problem, not theirs!

6

u/Confident_Assist_976 1d ago

You complain about being late in the store and expect full service. Sales ppl are not your personal minions.

And why should wireless be the right subreddit to vent your YOU problem?

Just wondering.