iphone Unfair treatment at Apple store due to disability and being Indian

[SprinkleSage]

Hello LTT Community,
I'm writing today to share a series of increasingly distressing experiences I've consistently encountered at various Apple Store locations. As a loyal Apple customer since the iPhone 4 era, I've invested significantly in their ecosystem, purchasing numerous iPhones, iPads, Apple Watches, and AirPods. Furthermore, I consistently opt for AppleCare+ on my devices, including my current iPhone 16e, anticipating a commensurate level of service.
However, my recent interactions at Apple retail outlets have been profoundly disheartening. I have cerebral palsy and utilize a walker, and I'm also South Asian. While I'm cautious about drawing definitive conclusions, my observations repeatedly indicate that upon entering an Apple Store for assistance, I'm subjected to undue waiting periods, even during non-peak hours. I frequently feel ignored or overlooked, and when I do engage with staff, their tone is often patronizing or dismissive. This pattern of interaction has been deeply unsettling.
iPhone 16e Service: A Display of Disengagement
My most recent encounter involved seeking a replacement for my water-damaged iPhone 16e under AppleCare+. The Genius assigned to my case appeared largely disengaged from my specific issue. Instead of dedicating their attention to my repair, they repeatedly initiated conversations with other customers, leaving me feeling increasingly unheard and undervalued. The brief moments they did address me were characterized by a condescending tone, which I found particularly frustrating given the premium service I was utilizing.
MacBook Pro Diagnostic: A Cycle of Incomplete Service
I also attempted to obtain a diagnostic and software update for an older MacBook Pro that hadn't been used recently and was failing to charge.
 * First Visit: At one Apple Store, the assessment was cursory. I was informed that one of my USB-C ports was non-functional, and then, without a comprehensive diagnostic or a software update, I was expeditiously ushered out. The interaction felt superficial and incomplete.
 * Second Visit (Different Location): Hoping for a more thorough resolution, I visited an alternative Apple Store. While the software was updated during this visit, a diagnostic was, once again, not performed. This technician also exhibited a lack of dedicated focus, frequently engaging with other individuals rather than concentrating on my specific problem.
Unsuccessful Attempts at Resolution and Experiencing Stonewalling
These concerning patterns of service have now occurred at a minimum of three distinct Apple Store locations. My efforts to address these issues through established channels have met with consistent resistance:
 * I've attempted to file a complaint with Apple customer service, only to be informed that their operations are distinct from retail and they couldn't directly intervene in store-level issues.
 * My endeavors to speak with a store manager directly within the stores have also been futile. I've been repeatedly "stonewalled" by team leads who have prevented me from escalating my concerns to a higher authority.
 * Adding to this frustration, when I try to call the Apple customer service call center to speak with a supervisor about these persistent issues, I'm routinely placed on endless hold, effectively preventing any meaningful escalation or resolution.
 * Perhaps most infuriatingly, when I do manage to articulate my experiences to staff or over the phone, I'm often told that my account is simply "an opinion" and that while I have a right to express it, it "doesn't mean what happened is true." This response feels incredibly dismissive and invalidating, completely disregarding my lived experience as a customer.
A Plea for Guidance from the LTT Community
It's genuinely perplexing and profoundly disappointing to encounter such treatment from a multi-trillion-dollar corporation that publicly champions customer experience and accessibility. Given that my internal attempts at resolution have consistently reached dead ends, both in retail stores and through their call centers, and my experiences are being dismissed as mere "opinions," I'm now turning to the LTT community for your collective expertise and advice.]

 

 

To clarify, there were other people of Indian origin in the Apple Store, including employees working within the store itself, some customers buying products, and others trying to get their devices looked at at the Genius Bar, across all three locations. This, without a shadow of a doubt, proves they were deliberately targeting you just because you are disabled and Indian.
This behavior is completely unacceptable. It's frustrating that despite trying to contact Apple through proper channels, nothing has been done.

[wasab]

You know what to do. Camp outside their store, hold up a sign, and start picketing. 

[KidKid]

5 minutes ago, wasab said:

You know what to do. Camp outside their store, hold up a sign, and start picketing. 

{deleted}

[wasab]

 

[KidKid]

4 hours ago, SprinkleSage said:

Hello LTT Community,
I'm writing today to share a series of increasingly distressing experiences I've consistently encountered at various Apple Store locations. As a loyal Apple customer since the iPhone 4 era, I've invested significantly in their ecosystem, purchasing numerous iPhones, iPads, Apple Watches, and AirPods. Furthermore, I consistently opt for AppleCare+ on my devices, including my current iPhone 16e, anticipating a commensurate level of service.
However, my recent interactions at Apple retail outlets have been profoundly disheartening. I have cerebral palsy and utilize a walker, and I'm also South Asian. While I'm cautious about drawing definitive conclusions, my observations repeatedly indicate that upon entering an Apple Store for assistance, I'm subjected to undue waiting periods, even during non-peak hours. I frequently feel ignored or overlooked, and when I do engage with staff, their tone is often patronizing or dismissive. This pattern of interaction has been deeply unsettling.
iPhone 16e Service: A Display of Disengagement
My most recent encounter involved seeking a replacement for my water-damaged iPhone 16e under AppleCare+. The Genius assigned to my case appeared largely disengaged from my specific issue. Instead of dedicating their attention to my repair, they repeatedly initiated conversations with other customers, leaving me feeling increasingly unheard and undervalued. The brief moments they did address me were characterized by a condescending tone, which I found particularly frustrating given the premium service I was utilizing.
MacBook Pro Diagnostic: A Cycle of Incomplete Service
I also attempted to obtain a diagnostic and software update for an older MacBook Pro that hadn't been used recently and was failing to charge.
 * First Visit: At one Apple Store, the assessment was cursory. I was informed that one of my USB-C ports was non-functional, and then, without a comprehensive diagnostic or a software update, I was expeditiously ushered out. The interaction felt superficial and incomplete.
 * Second Visit (Different Location): Hoping for a more thorough resolution, I visited an alternative Apple Store. While the software was updated during this visit, a diagnostic was, once again, not performed. This technician also exhibited a lack of dedicated focus, frequently engaging with other individuals rather than concentrating on my specific problem.
Unsuccessful Attempts at Resolution and Experiencing Stonewalling
These concerning patterns of service have now occurred at a minimum of three distinct Apple Store locations. My efforts to address these issues through established channels have met with consistent resistance:
 * I've attempted to file a complaint with Apple customer service, only to be informed that their operations are distinct from retail and they couldn't directly intervene in store-level issues.
 * My endeavors to speak with a store manager directly within the stores have also been futile. I've been repeatedly "stonewalled" by team leads who have prevented me from escalating my concerns to a higher authority.
 * Adding to this frustration, when I try to call the Apple customer service call center to speak with a supervisor about these persistent issues, I'm routinely placed on endless hold, effectively preventing any meaningful escalation or resolution.
 * Perhaps most infuriatingly, when I do manage to articulate my experiences to staff or over the phone, I'm often told that my account is simply "an opinion" and that while I have a right to express it, it "doesn't mean what happened is true." This response feels incredibly dismissive and invalidating, completely disregarding my lived experience as a customer.
A Plea for Guidance from the LTT Community
It's genuinely perplexing and profoundly disappointing to encounter such treatment from a multi-trillion-dollar corporation that publicly champions customer experience and accessibility. Given that my internal attempts at resolution have consistently reached dead ends, both in retail stores and through their call centers, and my experiences are being dismissed as mere "opinions," I'm now turning to the LTT community for your collective expertise and advice.]

Get the law on them

[Blue4130]

6 hours ago, SprinkleSage said:

Hello LTT Community,
I'm writing today to share a series of increasingly distressing experiences I've consistently encountered at various Apple Store locations. <snip>

I honestly doubt that it has to do with you being South Asian or disabled. It really just sounds more like their work ethos of "get more customers in the doors - cycle people as fast as possible" which genuinely sucks as a customer. Despite me not being a boomer, I have a boomer mentality when it comes to current "service industry" attitudes. In general (not 100%) younger 20 something age service people have quite a "relaxed" and disinterested attitude when dealing with customers.

[SprinkleSage]

While I appreciate your different outlook/perspective I stand by my point that it is the most definitely because I'm south Asian and disabled because I've had that happen and other stores as well so and I've been disabled since I was 13 years old so I know what it's like but I don't think as abl5 body person you've experienced it so I was a able-bodied person to

[wasab]

2 hours ago, Blue4130 said:

 Despite me not being a boomer, I have a boomer mentality when it comes to current "service industry" attitudes. In general (not 100%) younger 20 something age service people have quite a "relaxed" and disinterested attitude when dealing with customers.

Ancient Spartan and Athenians said the same thing of their youths. Sooner or later, the millennials will say the same thing about the gen Alphas. This is such a a human tradition, shitting on the newer generation that comes after. 

[Kisai]

9 hours ago, SprinkleSage said:

Furthermore, I consistently opt for AppleCare+ on my devices, including my current iPhone 16e, anticipating a commensurate level of service.
However, my recent interactions at Apple retail outlets have been profoundly disheartening. I have cerebral palsy and utilize a walker, and I'm also South Asian. While I'm cautious about drawing definitive conclusions, my observations repeatedly indicate that upon entering an Apple Store for assistance, I'm subjected to undue waiting periods, even during non-peak hours

Gonna say that's not just you, rather the time you are at the store.

Let me share a quick anecdote.

 

If you go into a store and constantly hover in one spot, eg around the iphones, someone should try and help you, however I have noticed that the young men in the store will immediately pay more attention to young women around the iphones who might just not even be trying to purchase one.

 

But if you want service, you have to actually go all the way to the genius bar in the back.

[LogicalDrm]

I'm going to assume this is US since you don't feel need of stating it on international forums.

 

As person from Nordic country I can say that both discrimination styles (towards foreigners and towards people with disabilities) are present, we also have more robust ways to deal with them. As part of consumer protection, complaining to store manager is first step. If they don't offer more than apology, complain to consumer protection agency, agency for disabled or agency for equality. Complaints made anonymously to public forums will only give you some personal gratification, if your peers agree you being unfairly treated. Until you visit Apple store next time and receive same/similar treatment again. 

[smcoakley]

It could also be a possibility that these Apple store locations are an equal-opportunity poor servicer. Perhaps they give poor service to all sorts of people, regardless of their background. It may be interesting to see if there are other negative reviews for these Apple stores with similar complaints.

[DeltaE3]

On 6/22/2025 at 10:02 AM, SprinkleSage said:

Hello LTT Community,
I'm writing today to share a series of increasingly distressing experiences I've consistently encountered at various Apple Store locations. As a loyal Apple customer since the iPhone 4 era, I've invested significantly in their ecosystem, purchasing numerous iPhones, iPads, Apple Watches, and AirPods. Furthermore, I consistently opt for AppleCare+ on my devices, including my current iPhone 16e, anticipating a commensurate level of service.
However, my recent interactions at Apple retail outlets have been profoundly disheartening. I have cerebral palsy and utilize a walker, and I'm also South Asian. While I'm cautious about drawing definitive conclusions, my observations repeatedly indicate that upon entering an Apple Store for assistance, I'm subjected to undue waiting periods, even during non-peak hours. I frequently feel ignored or overlooked, and when I do engage with staff, their tone is often patronizing or dismissive. This pattern of interaction has been deeply unsettling.
iPhone 16e Service: A Display of Disengagement
My most recent encounter involved seeking a replacement for my water-damaged iPhone 16e under AppleCare+. The Genius assigned to my case appeared largely disengaged from my specific issue. Instead of dedicating their attention to my repair, they repeatedly initiated conversations with other customers, leaving me feeling increasingly unheard and undervalued. The brief moments they did address me were characterized by a condescending tone, which I found particularly frustrating given the premium service I was utilizing.
MacBook Pro Diagnostic: A Cycle of Incomplete Service
I also attempted to obtain a diagnostic and software update for an older MacBook Pro that hadn't been used recently and was failing to charge.
 * First Visit: At one Apple Store, the assessment was cursory. I was informed that one of my USB-C ports was non-functional, and then, without a comprehensive diagnostic or a software update, I was expeditiously ushered out. The interaction felt superficial and incomplete.
 * Second Visit (Different Location): Hoping for a more thorough resolution, I visited an alternative Apple Store. While the software was updated during this visit, a diagnostic was, once again, not performed. This technician also exhibited a lack of dedicated focus, frequently engaging with other individuals rather than concentrating on my specific problem.
Unsuccessful Attempts at Resolution and Experiencing Stonewalling
These concerning patterns of service have now occurred at a minimum of three distinct Apple Store locations. My efforts to address these issues through established channels have met with consistent resistance:
 * I've attempted to file a complaint with Apple customer service, only to be informed that their operations are distinct from retail and they couldn't directly intervene in store-level issues.
 * My endeavors to speak with a store manager directly within the stores have also been futile. I've been repeatedly "stonewalled" by team leads who have prevented me from escalating my concerns to a higher authority.
 * Adding to this frustration, when I try to call the Apple customer service call center to speak with a supervisor about these persistent issues, I'm routinely placed on endless hold, effectively preventing any meaningful escalation or resolution.
 * Perhaps most infuriatingly, when I do manage to articulate my experiences to staff or over the phone, I'm often told that my account is simply "an opinion" and that while I have a right to express it, it "doesn't mean what happened is true." This response feels incredibly dismissive and invalidating, completely disregarding my lived experience as a customer.
A Plea for Guidance from the LTT Community
It's genuinely perplexing and profoundly disappointing to encounter such treatment from a multi-trillion-dollar corporation that publicly champions customer experience and accessibility. Given that my internal attempts at resolution have consistently reached dead ends, both in retail stores and through their call centers, and my experiences are being dismissed as mere "opinions," I'm now turning to the LTT community for your collective expertise and advice.]

 

 

To clarify, there were other people of Indian origin in the Apple Store, including employees working within the store itself, some customers buying products, and others trying to get their devices looked at at the Genius Bar, across all three locations. This, without a shadow of a doubt, proves they were deliberately targeting you just because you are disabled and Indian.
This behavior is completely unacceptable. It's frustrating that despite trying to contact Apple through proper channels, nothing has been done.

You’re stuck in a victim mindset like a lot of people these days—overanalyzing, reading too much into things, and assuming you’re being singled out. You’re not. You’re being treated like everyone else. What you experienced at the Apple Store isn’t unique—it’s just how customer service feels now, pretty much everywhere. People are burned out, impatient, and checked out..... That’s not about you—it’s about the world we’ve built.

[Donut417]

If it were me I’d maybe try Twitter or Facebook. Many times posting publicly on those platforms can get you noticed by the right people. 
 

tcook@apple.com is supposed to be Tim Cook’s email. According to google he does read some of the emails. Maybe try emailing there and providing him with the info. 

[Caroline]

Maybe stop giving them money? you do know smart anything is a money sinkhole, right? but there are... less deep sinkholes to fall down, sort of, devices third parties can repair.

 

I can only talk from experience, I'm pretty simple really, if I receive awful treatment OR a bad product at a store I avoid buying and cease going, you can't insist with those kind of places, it's stumbling against the same stone over and over.

 

There's this butcher shop I went to from time to time as a kid, because it was right next to a supermarket and had 'decent' prices, well, when I was 9 I bought some meat for schnitzels and when I got home my mom said the meat was no good, full of fat and connective tissue you can't eat, she wasn't mad about the money but I still went back and tossed the "meat" as hard as possible against the wall in front of the customers, true idgaf vibe, everyone stood in silence so I just said "that's not meat" and left. What was he gonna do? hit a kid? I never returned there, and I never will.

Had the same experience buying potatoes a few years later (sack, can't see inside) but luckily managed to get my money back as it was undeniable they were no good, I didn't toss the sack I simply didn't return. If anyone fools me once that's enough.

 

Psychological Assesment Questionnaire.

Section 4. Question B. Please answer truthfully to all questions.

 

-Do you hold grudges against people you perceive have harmed you in any way?

YES

 

I'm fun. I'm not mad as in holding a grudge but I remember, and know most people don't change their ways just like I don't change mine, that's how it works.

 

Thankfully it never happened to me with tech as I know what I buy and how to use it. Just stop buying their products or going to stores if you know it's a dead end. Get something else, buy somewhere else. That's the only advice I have.

[wanderingfool2]

A few things,

 

Apple Care+ isn't some magical red carpet to be treated as a celebrity, it's effectively glorified insurance.  They don't want you to really be using that service, but they still want your money from it...and at best its like getting a lightning lane at Disney...where you get to skip the line.

 

I take a bit of an objection of just stating that is effectively discrimination based on disability and being Indian; when you have essentially described an experience that I'm sure many people get at Apple.  They are notorious for not looking at the devices and there is limited things they can do in regards to "repairs".

 

Want to know some of my experiences with Apple, boss (who is white as can be) brought in a broken laptop to be fixed.  They informed him the mainboard is broken and it's just better to buy a new one.  I was given the laptop to then see if I could recover information from it, and see if it would be any use to the company I worked for.  Within a few minutes I already determined it was a hard drive issue and nothing more.  So yea, they are notorious for just trying to effectively upsell/not caring.

 

I had similar things as you have said happen as well in my brief interactions with Apple.

 

Now onto something else, it has in my opinion been a big teller that you start off with the accusation; and it makes me wonder if you went into this looking for discrimination which then amounts to not being treated as well as others as well; which then fuels your belief it was discrimination.

 

 

Attitude and respect goes a long way, as an example here's two scenarios that's happened before:

An older gentleman came into the office and I was sitting at the door working on a computer and said "Where is your washroom, I really need to go"

 

My response: "Sorry, this is a private office and am not really supposed to let others come in.  There is a washroom next door though"

 

Guys response: "But I'm old and you should let me use your washroom"

 

My general response: "Sorry, but there are washrooms next door if you need it"

 

Guy proceeds to lecture how he is old and it's mean to deny him a bathroom (for the length of time that by that stage he could have walked the building next door).  I tuned him out and continued the work I was doing at the time until he was finished; and still denied him the washroom after.

Apparently I was "what's wrong with this generation"

 

The other scenario:

Guy comes in and starts with a line "Sorry, I know you aren't open to the public but my kids really needs to use a washroom"

 

My response: "There are public washrooms next door if you needed it, I'm not really supposed to let people into the office"

 

Guys response: "Okay, [something about how they don't like public washrooms because of some reason, can't remember], but is it okay if I park here while I take them there"

 

Me proceeds to peek around the corner to see the parking lot and he's in a giant camper that doesn't fit elsewhere: "You know what, just bring your kids here I'll escort you guys to the washroom"

 

 

Two scenarios and two outcomes.  I wasn't discriminating against the old person, but his whole attitude and starting off with demands etc meant getting no favors from me.

 

Given that you started out with the accusation here, it makes me wonder if you also approached it in a way that made people less willing to help

[LogicalDrm]

On 6/24/2025 at 4:43 AM, Donut417 said:

If it were me I’d maybe try Twitter or Facebook. Many times posting publicly on those platforms can get you noticed by the right people. 
 

tcook@apple.com is supposed to be Tim Cook’s email. According to google he does read some of the emails. Maybe try emailing there and providing him with the info. 

If OP wants more "thoughts and prayers", first is good option. If they want exec level apology, second is good option. Neither will not do anything for the next time they visit Apple store. Or for anyone else who gets same treatment. 

 

Systematic problems in service styles are fixed only through legislation or like any other bad business decisions, voting with wallet. If there's law that says you cannot discriminate (which would have include rude communication) and office with power to deal with it, then it will eventually get better. 

[wanderingfool2]

3 hours ago, LogicalDrm said:

Systematic problems in service styles are fixed only through legislation or like any other bad business decisions, voting with wallet. If there's law that says you cannot discriminate (which would have include rude communication) and office with power to deal with it, then it will eventually get better. 

I do agree about having in laws with discrimination etc...although seeing some stuff first hand I can also see how some of the laws gets weaponized by some people.

 

An example, it was up to the place where I worked (I'll refer to my work as us) to prove then the reason we fired someone wasn't discrimination (because he was being treated "differently" than everyone else).  The issue with that is for us it was clear the reason why, where he wouldn't be flexible about anything and no one liked him as a person...but we still still had to provide "proof" that it wasn't discrimination because he had shown he was being treated different.  Seriously, if you were carrying some boxes, and dropped something and asked for help to pick it up since your hands were full his response would be that it's not his responsibility...he literally only ever did what his job title was to the letter of the law essentially.  Yet a cold demeanor towards him by other employees, not just the managers but his equals (because obviously he wasn't liked) was used as evidence of discrimination.  

[matt0725]

So you think at 3 different apple stores they have team meetings about excluding disabled indian people from being helped? In USA where anything and everything gets put on social media as the racism/facism/sexism/(insert other 'ism') of the week?

 

The simplest explanation is the most common, (most) apple store employees aren't any different than (most) employees at any other store; they are there because they need a job, not because they truly take joy in helping others fix their electronics.

 

Also, if you are the type to create a new LTT account to vent about this here (where there is zero power to effect change), i would guess you may be the type to be difficult to interact with as a store employee. While it's understable to want your issue fixed, typing out 'i expect a commensurate level of service' is very telling. They aren't ignoring you because your're disabled or indian, its more likely you're a pain in the ass.

[cmndr]

Not sure if there's any real evidence that it's BECAUSE you're in one group or another. 

With that said, anecdotally I've found that people treat me better when I'm in better shape, better groomed wear clothes that fit well, etc. 

To the extent that you can... check those boxes. Also work on social skills, polish, refinement, etc. 

It's stuff that will generally help you in life. People are unfair and they judge on superficial things. Check the boxes that you can. 


I'm an analytical type of person. One way that I view this is that there are TWO rubrics that people's thoughts, ideals, desires (and themselves are evaluated on). Your first step should be to funnel people down the most generous grading funnel. 


Also, at least as a technical person, I have a tendency to try to communicate in a COMPLETE manner. Most people find communicating in a COMPELLING manner works better. Keep this in the back of your head. Completeness is NOT the goal usually, it's to be compelling. 

[CasualExtremist]

On 6/22/2025 at 4:49 PM, wasab said:

You know what to do. Camp outside their store, hold up a sign, and start picketing. 

I hear looting is also trending these days.

[Kisai]

On 6/24/2025 at 10:21 AM, wanderingfool2 said:

 

Two scenarios and two outcomes.  I wasn't discriminating against the old person, but his whole attitude and starting off with demands etc meant getting no favors from me.

 

Given that you started out with the accusation here, it makes me wonder if you also approached it in a way that made people less willing to help

This is usually a great way to ensure you (the customer) don't get what you want, is by starting with an entitlement attitude and then trying to guilt the staff.

 

You know the idom about flies and vinegar. "you catch more flies with honey than vinegar" which is held to mean "be nice to get what you want."

 

When I worked at the call centers, anyone who came in screaming, would NOT let them escalate. Heck no will I let someone bypass customer service just to waste two people's time, cause ultimately whatever the super is going say, I'm going to have to do anyway with the customer on the line.

 

Never start a customer service call or in person support request with being entitled. At best, you'll get malicious compliances, at worst, you'll get put the the back of the queue, or avoided by anyone you previously talked to. I think some of this stems from how poor customer service from another service leads people to believe they are being actively discriminated against, when maybe it's just that chip on their shoulder getting them that poor experience. So it's not "why does everyone treat me like crap, why am I being discriminated" when it's really "I treat everyone like crap, why am I being treated like crap?"

 

Anyway, I don't know if the OP maybe did or did not do that, and the perspective I have with the apple store is that they care more about sales than service. 

[Hideki Ryuga]

On 6/25/2025 at 2:21 AM, wanderingfool2 said:

Apple Care+ isn't some magical red carpet to be treated as a celebrity, it's effectively glorified insurance.  They don't want you to really be using that service, but they still want your money from it...and at best its like getting a lightning lane at Disney...where you get to skip the line.

I have to say the AppleCare+ experience has been really nice. It does feel like a red carpet treatment.

 

I don't know why the OP is treated differently. I don't have any experience with any Apple stores in the US.

[Mark Kaine]

That's the thing many stores and employees will treat you like shit if you want to return something,or god forbid, claim warranty...sure they have to do it (here in EU) but they'll try to make it as unpleasant as possible so you never come back and buy something else lol.

 

Not all stores... obviously, but a fairly large number for sure.  

[Donut417]

13 minutes ago, Hideki Ryuga said:

don't know why the OP is treated differently. I don't have any experience with any Apple stores in the US.

Because retail in the US is a shit job, so generally they have to scrap the bottom of the barrel to get employees. I’d say Retail is a notch above fast food. 

[wasab]

1 hour ago, Donut417 said:

Because retail in the US is a shit job, so generally they have to scrap the bottom of the barrel to get employees. I’d say Retail is a notch above fast food. 

People coming to you to buy things = retail

 

You going to people to sell things = sales

 

Just switch the order and you get yourself a new career.