I had a frustrating experience at this Apple store. I walked in with a small crack on my phone and a battery at 73% capacity. After speaking with Apple support over the phone, I was told that with AppleCare+, I could get the screen fixed...
Read MoreI had a frustrating experience at this Apple store. I walked in with a small crack on my phone and a battery at 73% capacity. After speaking with Apple support over the phone, I was told that with AppleCare+, I could get the screen fixed for $30 and the battery replaced for free, as any iPhone with a battery below 80% qualifies for a replacement.
I arrived a little early, and the person who checked me in was friendly. However, things went downhill after that. I was approached by a man and a woman, both speaking to me while waving their hands in my face—literally, I thought I was going to get hit! They informed me that there was a possibility my phone would be wiped during the repair, which made no sense since my phone was working fine. I was only there to replace the screen for cosmetic reasons.
To add some context, three months ago, I had a much worse cracked screen and went to the Northpark Mall location in Dallas, where they quickly fixed my phone. At that time, my phone was actually malfunctioning—apps were opening on their own, and it was calling people randomly, a condition I believe was called "ghost dialing." But this time, my phone was perfectly fine, which made the warning about wiping my phone all the more confusing.
The staff assured me that wiping the phone was "extremely rare," but I still wasn’t convinced. I was told to return later, and they said the repair would take another 10–15 minutes. Before I could even leave my phone with them, they had me perform "pre-diagnostics" and download several updates and apps—five to seven downloads, in fact. They also required me to upgrade to the latest software. I never had to do any of this at the Northpark location. I was stuck there for nearly an hour before they would even let me drop off my phone for the screen repair. To make matters worse, they wouldn’t let me leave my phone with them for the repair right away because of these downloads. I had already completed a diagnostic report with Apple over the phone, which should’ve been enough, but it seemed like that wasn’t enough for them.
When I returned to drop off my phone for the repair, I was told it would be ready soon. However, when I returned to pick it up, it wasn’t ready yet. I was told it would be another 10–15 minutes. An hour later, I asked about the delay, and they gave me an excuse about my phone being an older model, implying the technicians couldn’t handle it in the time they estimated. Eventually, they handed me my phone, and the technician casually told me, "yeah, we had to restore and wipe your phone." I was furious. He gave me several explanations, but it felt highly suspicious.
While I was able to recover most of my data from the cloud, I lost TikTok, which was the main reason I wanted to keep my phone rather than upgrading to the 16 Pro Max. I had been assured that the issue was a software one, and I had even been forced to upgrade the software before dropping off my phone for repair. When I pointed that out, the technician gave me conflicting stories, telling me my data was encrypted but then claiming I didn’t have much data on my phone.
I can’t say for sure if they wiped my phone intentionally, but the entire experience felt off. The lack of professionalism, care, and empathy from the staff was disappointing. If you're in Dallas, I highly recommend going to the Northpark Mall location for Apple repairs instead.
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