Apple Shayden Summit

Very bad service , so disappointed

Hard to try 5 different techs. Finally got a partial solution that seems unstable.

Got treated very well, excellent customer service.

La batería no quedó bien

I am formally demanding a refund for the $100 I was charged at your Reno, NV Apple Store for a replacement device that—by Apple’s own internal documentation, employee admissions, and basic standards of accountability—should never have been necessary had the original repair been handled properly. This issue stems from an earlier service at the Emeryville, CA Apple Store, where visible condensation was documented inside my iPhone 15 Pro Max camera during normal use. Rather than replacing the device, only the screen and camera were swapped—a negligent and shortsighted approach that ignored the root issue and led directly to the failure that followed. Months later, the same issue returned—now worse. At the Reno location, a representative named Riley personally showed me the photo of the condensation from the original repair, which is saved in Apple’s own records. Riley clearly stated that the full device should have been replaced the first time because internal condensation means compromised water resistance, and partial repairs only open the door to further problems. He was frank: this was a manufacturer defect and should’ve been addressed at the root. Instead of acknowledging this and doing the right thing, I was subjected to an infuriating and contradictory escalation process. Rocio dismissed Riley’s comments and tried to rewrite Apple’s policy on the spot. She claimed that if there had been water intrusion before, the whole phone would have been replaced—then, in the same conversation, admitted she had recently replaced only a screen for another water-damaged phone to rush a customer out the door. She couldn’t keep her story straight and continuously pushed the blame back on me, ignoring the system photo and prior service notes. Her dismissiveness wasn’t just wrong—it was manipulative and dishonest. Then came Nick. Instead of acting like a manager, he backed up Rocio’s distorted logic and added an extra layer of arrogance and psychological pressure. He repeatedly cut me off, talked to me with demeaning sarcasm, and mimicked the exact dismissive stance Rocio had taken. He opened the phone before I agreed to anything—then turned around and implied that opening the phone might now void my options going forward. The two of them ran me in circles for nearly four hours, repeating the same disjointed rationalizations over and over like I was being waterboarded with corporate doublespeak. It was mentally exhausting, degrading, and completely unacceptable. I am demanding a full refund of the $100 I was wrongfully charged and confirmation that an internal review is being launched regarding the conduct of Rocio and Nick. Additionally, given the time, stress, and unacceptable treatment I was subjected to, I am also requesting an unconditional $100 Apple Store gift card as compensation for the hassle. Their behavior was manipulative, hostile, and in complete conflict with Apple’s brand of “exceptional service.” If this matter is not resolved to my satisfaction, I will not hesitate to move forward with a lawsuit and will present every detail of this experience—complete with names, internal documentation, and timeline evidence. This was not a gray-area issue. Apple had proof of internal condensation, failed to act on it, then used aggressive customer manipulation to bury responsibility when the defect inevitably returned. I’m not going away, and I’m not paying for Apple’s mistake.