Apple Victoria Gardens SOLD DEFECTIVE PHONE AND WOULD NOT REPLACE Rancho Cucamonga CA

I would. BAD CUSTOMER SERVICE AND INCOMPETENCE!!!! :-(

i have purchased many iphones and ipads over the years. I have never had a problem with the any of the Apple products until the my wife's Iphone 16 Pro Max kept shutting down. Coinicdently, one of her friends at the gym had the exact same problem with her Iphone 16 Pro Max about 2-3 weeks before we purchased our Iphone 16 Pro Max. .

Every time, I came into the store, I said this phone is defective. I have never had a problem with any Apple products until now. Nobody acknowledged this comment. I did a Google search and learned that there were many posts from a wide variety of sources. I mentioned this to one the Apple employees who tried help me and they had no comment. Except one who told me you can't trust everything on the internet. I quickly opened my phone and did a quick search, I replied: I think Apple Insider and MacRumors are legit sources [see below for google search]. Rather than just exchanging this defective phone, Apple has made me jump through hoops and WASTE so much my time. Also, at the end, it sucked that they did not re-install the screen cover and I had to go TMobile to reactivate the phone. When I purchased the phone, they installed the screen cover and placed it in the protective case we purchased.

My relationship with Apple will be coming to an end. Hopefully, another manufacturer of cell phones will provide a more reliable product and better customer service.

4/2/25 -- I purchased a Iphone 16 Pro Max 512 GB, with screen cover and a case for $1,603.27. We also purchased the insurance.

5/1/25 -- It just shut off and could not be restarted. I called apple for telephone help. They could not resolve. So they scheduled an appt the next morning at the genius bar.

5/2/25 -- Before I left, the phone turned on. I still went to Apple Victoria Gardens. The phone passed all their diagnostic tests. She could not provide an explanation why the phone shut off.

6/14/25 -- The phone continued to shut down. I went back to the genius bar. They told me the phone passed all of the diagnostics but they would re-intall IOS to see if that would resolve the shut downs.

8/10/25 -- The phone shut down in the morning and evening. After several attempts, I was able to restart the phone.

8/11/25 -- I went in the Apple store, they ran the diagnostics, everything checked out. I explained my frustration that this phone was defective to the young lady helping me. She suggested that they exchange the screen. This did not sound right. I asked to speak with her boss. Zack came out and everything was explained to him. He said that they would replace everything except the screen and back cover. This was different from what the young lady told me. The part was not at the store. He also offered to have us leave the phone, and they would be provide us with a loaner phone. The young returned and advised that there was no loaner phones available. We then agreed we would return when the part was available. They advised that I would have a week to bring in the phone or the part might get sent back.

8/13/25 -- Apple advised that they obtained the part. However, the email advised I had until Monday 8/18/25 to bring the phone in or the part may be released for use in other repairs.

8/15/25 -- We brought the phone in to the Apple Store. Brooke advised that the screen cover would probably destroyed to open the
iphone and then unusable. I replied why don't you put another one. We can't contact your apple insurance and make a
claim with them to get a new screen cover. You need to do that. WTF!!!!

We returned to pick up the phone. When the phone was returned to us, the lady who brought the phone out asked who is your carrier. I replied TMobile. Ok go see them to re-activate the phone. I asked why you can't do it. She responded, "We do not do that" We went to Tmobile and they happily re-activated the phone. I looked at the small protective bag that contained the phone and discovered there is a screen cover in there. The adhesive part is glued to the bag? So I am supposed to use this same screen cover??? No further mention was made of that screen cover. They could not have placed the old screen cover on. WTF!!!!!