Apple Country Club Plaza

Don't take your computer here unless you make an appointment. They will treat you like an idiot regardless. "Passive aggressive" must be part of the Apple customer service training.

Terrible/non-existent provision of warranty service



Last June my MacBook Air computer would no longer connect to the Internet using WIFI. It had been left on a damp surface one day in the recent past, so we thought that this might have been the problem. However there was no external sign that it had gotten wet and it was functional in every other way, including accessing the Internet through a modem.



It was under “unlimited free phone and online support from Apple and Hardware warranty until 8/22/2015”.



An Apple Care telephone technician was called who ran a test over the phone and stated that it only needed an airport card since everything else checked-out ok.



I called the Apple Store Country Club Plaza Kansas City, Mo.explicitly telling the clerk that the computer might have gotten wet. She explained that if there was water damage, the warranty would be voided and I would have to pay for repairs. I asserted my agreement. She ordered the airport card, and after it arrived, called me with an appointment.



At the appointment I explained all the aforementioned to technician Matt including the possible moisture problem and that it functioned normally except for inability to access WIFI. He then opened the back of the computer, pointed to 2 small areas that he reported as signs of moisture and stated that he would do nothing further, despite my agreement to pay for any repairs. (I did not question his expert diagnosis of moisture damage, although it was too subtle for me to see).



He indicated that the computer was probably un-repairable and refused to test it. Also he refused to install the airport card that they had procured, although I again agreed to pay for all charges and consented to no guarantee.



He also refused to sell me the airport card, stating, “we are not in the business to sell parts”. He handed the computer back stating that my only option was to go to another computer store. Then while in his presence I telephoned the computer store that he suggested, but they were non-committal, expressing doubt that they could get the part. Matt was aware of this conundrum that I was in.





That evening, I telephoned the Apple store manager Lori ,who listened intently and objectively to my predicament and informed me that she would look into the matter. She finished by stating that she would definitely get back to me. This manager was polite, thoughtful and empathic while still remaining objective and non-committal.



After not hearing back, I called on 29 July and was told that she was busy but would call me later. No call was received, so I called again on 31 July speaking to a Bobbi who stated that Lori was busy and after I asked to speak to another manager, Bobbi returned stating that Lori was not actually in the store and then emphatically relayed the message that none of the managers would speak to me. He declined my request to leave a message, repeating again “none of the managers will speak to you”.



Eventually I had the good fortune to contact Sean Hannon at Apple Inc Customer Relations who has been absolutely superlative in all respects. He promptly arranged for my computer to be sent to Carlisle, Pa where the airport card was replaced, all done with a turn-around time of less than 48 hours.



This resolved the WIFI problem, and the computer continues to function normally.



Conclusions:



Why did the store procure an airport card for my computer and subsequently call me with an appointment for installation, only to dismiss me without providing any assistance, after I had made an hour and 15 min drive ?

Why would Matt not perform any testing?







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Always crazy busy, but the employees are knowledgeable and willing to help.

This was the best customer experience ever! I had an issue with my IPad and the Apple rep went above and beyond to resolve my issue and this is not the first time they have wowed me.

This is a great place during the Christmas season. Take a carraige ride or just walk around to the different stores and restaurants.

I really love the Plaza, I moved away from Kansas City and now live in Oklahoma. This is the ONE place I miss the most. I love the open shopping district, and the horse/carriage rides, the good food, and if you need is St Luke's Hospital is right there!! (a nationally known hospital for excellent work) I miss Topsys Popcorn too! I

This is the first Apple store I have ever been to. It was an amazing experience of course. The employees were awesome. I actually have made a few friends out of the store! I did not approve of a few of them cussing out loud as that was inappropriate. That's why they did not get a 5 star!

My apple mac book pro is stylish and fun to use. Be prepared for possible expensive and extensive repairs. My three-year old with an original purchase price of 2K has had in excess of 3K in repairs. Yes, I kept all the receipts and it is well cared for with no abuse. There is no way I could have afforded the repairs which included company-admitted faulty parts, some from other suppliers used in building the mac. I was fortunate to have bought an extended warranty.

Staff here are very helpful and courteous. My last repair, however resulted in a bad scratch on the front of the case. I was told that the repair department had noted slight scratches on the case. No one identified the extensive scratching on intake. Be careful here, and have all problems and blemishes noted on the intake of your computer!