ED Magedson – Founder
Apple Fort Worth University1620 S. University Drive Fort Worth, Texas USA
Apple Fort Worth University Fort Worth Apple Store at University Park Village - 817-840-9801 Return policy, unethical behavior, conversation goading, accusatory, derogatory remarks, passive aggressive, conspiratorial practices Fort Worth Texas
Hi, I went to the Apple Store at University Park Village in Fort Worth, Texas (76107) - tel:817-840-9801 in early December 2013. I bought an iPhone 5s, an iPad Air, and a Mac Book Pro. The total was quite a lot of money, which I paid in cash. The iPad and the 5s were for me, and the Mac Book was a gift for someone.
When I was about to present the gift, my friend surprised me with the news that she just bought an iPad. :)) I took the Mac Book back since she thought it was too much and that her iPad was more to her liking. At the Apple store they told me that they'd be happy to accept my return. They took the computer, and the reciept, and returned handing back the receipt. I asked, "where's my money?" They said that a check will be mailed in 7-10 business days, because the cost of the computer was too much money to pay out in cash. I thought that was odd, as the store was always busy and it was about 4 pm, so the banks were still open. But, I thought, "ok, no big deal. It's Apple, and it's not like they are going to rip me off or anything. If they said 7-10 business days, it's going to be 7-10 business days."
FOR THE SAKE OF SPACE AND TIME, I HAVE EXCLUDED DUPLICATE STUFF FROM THE CONVERSATIONS BELOW, AS I COULDN'T TRANSCRIBE THE 23 HOURS OF RECORDED AUDIO AND VIDEO THAT I HAVE.
Around Chrismas time, about 20 business days later, still no check. I called the store. They said that because of Christmas the mail must be running slow. I thought, "ok. That sounds reasonable."
The middle of January, I called the store:
Me: Sorry, I'm getting a little irritated now. Where's my check?
Store: (reversing it) You don't have it?
Me: Um! NO!
Store: Ok. What's your name?
Me: What? How can you ask me that after you've already sounded surprised that "I didn't have it"?
Store: Well, I know about the case because other people told me, but I've never talked to you before.
Me: I see. My name is ^%&&^*&^.
Store: What's your phone number?
Me: It's not there in the system? I gave you my name, isn't it there?
Store: I have it up on the system, but there's no phone number?
Me: I know I gave it to them at the time of purchase, again when they informed me about the check mailing process, and when I called asking for about my check.
Store: If you give it to me again, I'll put in in the system.
Me: My number is 555-5555.
Store: Ok, we'll call you back when we know something.
Me: Will that be today?
Store: I don't know.
Two weeks later: Early February!
Me: (calling Apple Customer Service) "Hi, I am ^%&^&%&^%%^$, and my phone number is 555-5555, and I am calling about an issue and to see where my refund check is.
Apple CS: What's the issue reference number?
Me: No ones given me one. Can't you look it by my name?
ACS: If it was with us, we'd be able to, but your issue is with a store, and they have their own reference numbers.
Me: Well, then I need to file a complaint.
ACS: What's the nature of your complaint?
Me: (explained - got transferred to another area - got hung up on - rinse and repeat two more times)
ACS: We don't show in our systems that there was a refund. What's your name and phone number?
Me: I gave that to everyone I've spoken to throughout this process, and it's not in the system?
ACS: That's right. What's your name and phone number please?
Me: You FN shyts. WTF is going on over there? I want my money?
ACS: Sir, your words offend me. (click).
Me: (calling the store) Hi. I'm calling for my money. You know who this is!
Store: Hi. I was hoping you'd call. We lost your phone number. What's your name again?
Me: GD, at least you guys can pretend you've already spent my money on your families instead of acting like you don't know who I am!
Store: No one's stolen your money, we are trying very hard to help you with your issues.
Me: "My issues?!" Are you mad?!!
Store: Sir. When you calm down, call us back (click).
Me: (called back) When I calm down?! If that's at the top of your list of what's wrong here, then you're not mad, you're stupid! You guys owe me money! And I want my money. Today!
I got my check in late Februrary!
Fast forward to April 21st, 2014. I have my own Mac that I bought in 2011 - it's 3 years old, and I've only had one thing go wrong with it, and that was caused by me. On the first DAY I was at a McDonalds, and I spilt my coffee on it. I took it in to have it fixed. They fixed it (yes, I had to pay for that.). And like I said, that was on the same day I bought the computer, but I haven't had any major issues with the computer since. There have been the normal glitches and software stuff, but that's it.
I am a University student and I need my computer for school. The Apple Store at University Park is the only Apple Store near me, and I've been told to only trust Apple to work on an Apple. So, I took it to the Apple Store at University Park, thinking that everything with the check was an administrative thing and that the tech people have nothing to do with that, and besides, they all seem reasonable enough. This turned out to be a mistake on my part.
On April 21st I went in because I couldn't access my external hard drives through my USB ports. I kept getting an error about too much power, and even using the online forums and FAQ's pages I wasn't able to resolve it. The first Apple tech (we'll call her Fawn), hooked up to their network and later took it to the back to "look at it". She came back and said she'd found nothing unusual. Hooked up my computer to their network again and later determined that the issue was the cable I was using. I left. No problems
On April 22nd, I decided to upgrade my O/S to Mavericks. I off loaded all of my software and content, then followed the directions. At the end of it, there were pop ups that required me to unlock my keychains. So, the only way I could operate my computer was with the keychains unlocked. Understand that I have NOT installed any third party software at this point. I've just made a clean install of the Mavericks O/S and started getting the error messages.
I took my computer to the Apple Store. The second "genious" (I'll call her Dawn) told me that this it was normal to get pop-up errors because there are known errors with Mavericks' keychains. I explained that I searched online at the Apple forums, but saw only scattered comments about keychains, but nothing that addressed this particular issue. She didn't reply right away. First, she took my computer to the back, saying she needed to check something first. When she came back (about 5 minutes later) she went in and deleted some keychains, and then loaded a keychain from the Apple network. She then explained that this will fix the problem. And when she was finished, she showed me that there were no more errors popping up. And she was right, but only because the key chains were unlocked. I locked the keychains up agian, right there in front of her, and the errors started popping up again.
Me: The problem is still the same. Nothings been fixed.
Dawn: I can't speak to 3rd party software.
Me: I haven't installed anything. The install is clean. Only the Apple O/S is there.
Dawn: Just unlock the keychains and work the computer that way.
Me: That's going to expose me to security breaches.
Dawn: Again, I can't speak to 3rd party software.
Me: Are you saying that there's something installed on the computer that I'm not aware of. Spyware?
Dawn: No. I thought you said there was nothing on the computer except the O/S?
Me: I did! What the hell! You're the one saying that there's something else on the computer because "you can't speak or vouch for 3rd party software."
Dawn: I don't know what to tell you. I've done everything I can do, and your computer works fine, all you need to do is work with your keychains unlocked.
Me: (leaving) Yea. Thanks.
At Starbucks in the same shopping center 5 minutes later, I sat down, booted my computer and low and behold my cursor won't stay still. The cursor had a mind of its own. It jumped around the screen, not obeying hand gestures or finger swipe commands. I hopped on my iPad to try and find a solution, to no avail. Someone suggested that I reinstall the O/S again and just work with the keychains open. So, I did that, making certain that I deleted the entire volume (the settings were NOT left intact - they were deleted). It didn't work, the cursor issue persisted.
I had to write 3 research papers for my classes, so, I put this on hold a few days, but had to work with school computers and my iPad to get the work done. That was a big headache.
Two days later. At the Apple Store. A tech on the floor said he didn't understand what was going on with the computer and that the previous tech shouldn't have had to delete anything and that there are no known issues with Mavericks' keychains, but that there are sometimes problems, but those issues aren't systemic. He suggested that I reinstall making sure that I delete the whole hard drive. I explained I've already done that. He said, do it again. I went hom, and did it again.
Yesterday, April 24th I went in and saw "Fawn" (the first tech) again. I explained the problem, and the only thing I could come up with was that I could have spyware on my computer and by installing Mavericks I've corrupted the files somehow. She said, that in order for that to happen, I'd have to hand my computer to someone, give them the passwords or administrator rights, and then they'd have to install the malware. And that if I did all of that, "you deserve to have malware on your computer." She said that the issue was a failing trackpad, and that it was going to cost $90 to replace, and they could do it in-house. I said that was fine. In my own defense I said, "I find it highly unusual that I have brought my computer in here with a minor issue that turned out to be an external cable but since then I've had nothing but problems since then, and that I have released my computer to others and the others did have all of the access rights that you mentioned, and that all of those people have been Apple techs."
She said he wanted to go into the back and have a look at it. She was gone a long time (20 minutes?). When she came back she (acting, talking, and mannerism have changed to aggressive) and said, "I opened it up and noticed there was a stain on the board and that someone has superglued the board to the body, and for that we'd need to send it in, and that'll cost about $750."
Me: So, basically, almost a whole new computer?
Me: (putting her change in demeener and change of price and the oddness of my computer together, then considering the odds on all of this occurring after they've taken my computer to the back and my computer situation is only getting worse and worse) I can't help but sense that all of this is retaliation for my complaints at the corporate office about my computer check refund.
Fawn: (staring at me hard now) Well, it's going to be $750 to fix it.
Me: I can't just pay $750 to fix a computer that's never had any issues until now. I want to know why? I think that if I'd never brought it here I'd still be using it happily. This appears to be retailliation.
Fawn: Well, if you're not going to send it in, and there's nothing that we can do for you in-house, then I guess you're done with me?
Me: Well, yea, I guess so. But, I still have questions about why my computer is acting this way all of a sudden.
Fawn: It's a faulty trackpad, spilt liquid, and superglue.
Me: I've only had Apple work on my computer. I bought it from Apple.
Fawn: Someone tried to glue the feet on and glued the board. The stains on the inside means that someone dropped something on it.
Me: That was me. I did that on the first day I got the computer. It's been fixed. It was fixed at Apple in California.
Fawn: We don't have a record of this computer ever being fixed at Apple?
Me: Really? Where do you show it was bought?
Fawn: (at first she said the system doesn't tell her that - then a minute later) Oh, here it says that it was bought at a Best Buy.
Fawn: Anything else?
Me: No. I guess not.
April 27th I'm writing this report. In the final analysis:
Regardless of where the computer was bought, the stains are years old. As for the glued feet, I have no idea about that. One of the techs have to have done it. If we say that the tech that repaired the stain on day one, then we can say that the computer has never been negatively affected by the glue.
We can then say that the only other people to touch my computer after that were at University Park, and each of them had taken my computer to the back on each visit. I had a tech tell me that if I had ever relinquished control of my computer to anyone then I deserved to get hacked. And all of the aforementioned issues got stacked, one-upon-another, in retaliation because I returned a Mac Book Pro and then raised hell at the corporate office.
Yes, I wasn't kind nearing the end of the check ordeal, but then I think any sane person would have been pissed. And if you ad on top of that that it was obvious that the store was trying to ditch me, as well as the home office pasing me from one 2 hour conversation after another ending in "hang-ups", "disconnections", "dropped calls", and "no call backs" after another.l
I really like the Apple products and own iPhones 3G/3GS/4/ and 5s, iPad Air, and a MacBook Pro. It's shame, as a student I need that computer and that University Park is the closest Apple store to me, but that they've taken to retalitory tactics in order to destroy my computer which in turn hinders my academic abilities, but now they are also costing me money with their antics? It's not right.
If someone is going to rebuttal here, make sure you're not just writing how nice they are, because everyone's to the people who don't challenge them. Hitler was nice to other Germans. Saddam Hussain was nice to people of his Tribe. Slobadan Milosovic was nice to those under his rule. Karzi is nice to American Presidents because we give him money. Do you see? Everyone's nice, so reply with something substantial.
Also, the names have been changed to protect the party's identies, so if YOU name them then YOU'RE to blame. The purpose of this post is to warn others - if you have a legitimate gripe (let's say they owe you $1750 USD's and they aren't paying you) and you get upset about it, don't take your stuff there to get fixed because they will destroy your stuff.
And be warned, if they can do that to my computer over a network, then just think what else they can do: they could put stuff on your computer (child porn), they can steal your passwords and your identity, they could make it look like you stole things (set up a p.o.box, steal someone elses credit card numbers, buy something, and have it sent to the p.o.box), the list is endless.
This report was posted on Ripoff Report on 04/27/2014 05:50 AM and is a permanent record located here: http://www.ripoffreport.com/r/Apple-Fort-Worth-University/Fort-Worth-Texas-76107/Apple-Fort-Worth-University-Fort-Worth-Apple-Store-at-University-Park-Village-817-840-9-1142071. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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