I cracked the screen on my company-issued iPhone 6, and needed to have it replaced. I made an appointment at the nearest Apple store this past Tuesday, and here's how it went.

Walked into the store 5 minutes before my appointment and was greeted by an associate. Told her I had an appointment, and she directed my to a line to check in with another associate. Waited 5 minutes in that line, and when it was my turn he started checking me in on his iPad. He restarted the app 4 or 5 times because it wouldn't connect and update. At one point he used his mic and earpiece to ask if someone had a working iPad. It finally worked, and he told me to just hang out and someone would find me in a few minutes.

I milled around, and finally took a seat at the "Genius" bar. Observing the store, it was apparent that there were 6-8 associates in red shirts on the floor. Probably 20 or so customers. For the most part, the associates were just interacting with themselves, and the customers were either waiting or just looking and playing on the various products. If I wanted to buy something, I'm not sure how that would even work. When I was browsing, no one approached me. There is no register or designated checkout place.

There were 3 or 4 guys in street clothes that were playing grab ass and going in and out of the back room. They talked to a couple of associates once or twice. Saw a couple of them leave at some point. ???

When an associate finally came out and found me it was 25 minutes after my appointment. Mind you, there were several that had just stood around doing nothing during my wait. He looks at my phone and tells me that to replace the screen, it has to be calibrated and their machine is broken. So he replaces the entire phone for a new (?) one for the same price. Swaps the SIM card out and I'm on my way in about 10 minutes. Oh, and during the setup I select the store's wifi and try to log into itunes. It keeps rejecting me. He says they are having an issue with that.

So, I'm definitely not impressed with their professionalism, their ability to keep their appointments, or their ability to keep their own business network and apps working properly. But I did finally get a fresh, new phone out of it.