Apple Eastwood Towne Center

Dear Apple Corporate Support, I am writing to request assistance regarding my recent in-store purchase and the difficulty I have experienced trying to exchange my device within the 14-day return period. I purchased an iPhone 17 Pro Max on February 23rd at the Apple Store in the Lansing area. This purchase followed a prior exchange of an iPhone 17 Pro. I am currently still within the 14-day return window for the Pro Max. After bringing the phone home, I noticed cosmetic scratches on the back of the device. In addition, I have continued concerns about the battery performance and camera quality. Although the in-store advisor ran diagnostics and indicated that the device passed testing, I am not requesting a repair. I am requesting an exchange under Apple’s standard 14-day return and exchange policy. When I returned to the store, I was informed that because this was my third visit, they would not exchange the same model again. I was advised to go to a different Apple Store, which is not conveniently located near me. I also contacted Apple Support by phone, and while I was offered the possibility of repair, I do not believe repair is appropriate for a device that was purchased just one day prior. I am simply requesting an exchange for the same model device under the standard return policy. I have been a cooperative customer throughout this process and would appreciate a fair resolution. Please advise on how this matter can be resolved promptly. Thank you for your time and assistance. Sincerely, Sara Afzal

TLDR: don’t buy the AirPods Pro 3 and don’t go to this store for any technical help I’m having persistent problems with AirPods Pro 3 not charging. The staff can’t figure out the issue and can only think of replacing parts. Have done this now 3 times. They drag their feet each time (each visit has taken more than an hour where I sit alone while they “talk to their manager”) and give me a hard time about replacing the parts. The next step is for me to mail in the AirPods for several weeks so their more advanced team can to try to figure out what is wrong.

They are not helpful. All of the employees don’t care about customer. My sister came here to buy iPhone. They gave her iPhone with scratched box. And they told iPhone has 33 hr battery but battery drain insanely . And it feels like as if they sell refurbished phone in iPhone boxes . I bought apple 14 pro max 3 yrs ago and it get heats up like crazy. I would never trust this store with the apple devices. I would highly recommend others to buy their phone from somewhere else . They are not even helpful in terms of returning . I would not even give them 1 star for the devices they sell. They only care for the money .

What a joke of a business! Went in with my new iPhone 16 pro that had a dead pixel, walked out with 3 more issues that I didn't realize it had. Their only solution was to replace my screen and would not listen to me when I voiced my concerns and told them I am not going to settle for a new screen on a supposed to be new phone. They ran several diagnostic tests, and failed to tell me that my phone failed the audio test and kept pushing the screen replacement knowing that it had issues beyond just the screen. I only found out that my phone failed the audio test because an apple representative told me over the phone. Absolutely bizarre to me that they knew this information and withheld it from me because they would only offer the screen replacement. I decided to not go through with the screen replacement (and thank god I did) because I knew that was not the only option for my new phone. The gentleman and woman I dealt with were passive aggressive and condescending and didn't care that I was literally on the verge of tears because they had absolutely no empathy for my situation. My phone call with apple took 10 minutes, AND I have a new phone on the way. My interaction at this location took nearly an hour and a half. Like clearly, my phone was a piece of junk straight out of manufacturing and it got into my hands somehow, and they legit refused to offer any consolation or decent solutions. They acted as if a phone replacement was coming out of their own pockets, seriously. I would drive two hours in the opposite direction to an Apple Store if it meant I never have to go here again.