Apple Store

I have to hand it to Apple… They run a well organized ship, and all of my experiences have been positive.
I haven’t read any of the reviews others have posted, and will only base this from my own service experience, not the retail side.
I have been to the store twice, both times for repairs/​service on different devices. The first time, my new iPhone (which I purchased at AT&T) was acting up. The battery life was not holding, and it would turn off at 70% remaining, etc.
I was able to do my own research (aka: google «iPhone battery problems») and troubleshoot on my own. This didn’t help, so I spoke with apple support over the phone and after a couple of suggestions, we were still unable to solve the issues. They directed me to set up an appointment to go see the associates at the Genius Bar in Kenwood. I was able to walk in, explain my situation, and in about 20 minutes, walk out with a brand new iPhone. I was blown away at how quickly they took care of me.
I will say that it took a couple of days of trial and error to test various fixes, but having Apple open a case number for me allowed them to see the issues happen over time and track our efforts.
My words of advice:
1 — Troubleshoot on your own before engaging Apple support. (It’s not hard to google something and see what others in your situation were able to do)
2 — Open a case number and have Apple troubleshoot over the phone or chat
3 — Be patient, and do what they recommend you do before giving up and blaming someone for the way your technology works.
Being a jerk won’t get you far, but remembering that you are talking to a human and treating them with respect can’t hurt.

BY FAR THE Worst APPLE STORE ANYWHERE! Always big long lines. But today, in ten minutes store opens and I have an appointment in ten minutes! Guess what. They want me to get in line outside the store. Why make an appointment? I’ve never seen anything so ridiculous in my life!
The above information, in my opinion, is a managerial issue. The employees were sent out to the hall (before they opened) to tell us where to stand in line. They did not take our names, or check us in, which would have made more sense. They simply came out and said, «Are you here to buy something or fix something?» Based on that information, you were told which line to get into. LOL! When the store opened, I just went in without being in the right line! I’m a rebel especially when someone makes me do something that seems more like a control tactic that a purpose tactic.
HOWEVER, I want to go back and add stars for how great the genius bar people were that I worked with. They did their best and were very nice etc. But APPLE corporation (? is that who owns these stores?) NEEDS to do something about this store. ALWAYS LONG LINES, & FRUSTRATED staff… Sometimes it seems like there are several employees to check you in and they are standing around talking, laughing etc. Then you wait in some kind of queue for your ‘turn’. They need management to be more aware and use these moments to look around and figure it out…
Maybe I am somewhat spoiled. I have moved here from St. Paul/​Minneapolis and the APPLE store in the Mall of America… OMG! Twice the size of this store, and runs like a well oiled machine.

Went today to get a case and screen protector for my new iPhone. The week before Christmas, so it was crowded but I was helped right away and the extremely nice associate even put the screen protector on for me.
Just a great experience.

Apple flourishes with its amazing products but there customer service is only poor to fair. The store is always clean but at the same time always packed! No windows, no air and feeling like a sardine happens quickly here. If you only need a repair I’d recommend uBreakiFix over on Kenwood Rd, if it isn’t a repair you need definitely use the Apple Store App to set appointment or risk being here FOREVER! Employees here are kind of bullies, knowing you’re at their mercy. I’d avoid visiting this place unless absolutely need be!

Worst Genius Bar & Apple Store ever, and I’ve had my fair share of Apple Stores. It’s always super busy on the weekend, and during the holidays, forget it, don’t even bother coming in, just keep on walking.
Even with an appointment I always have to wait for a good while to speak to a genius. When I was waiting the gentleman next to me was frustrated how they still haven’t been able to help with him after numerous attempts. I had a very unpleasant experience here with one of their «geniuses» (his name was Dave I think… hope you guys don’t get him). I had an issue with my laptop not powering on, this «genius» took my laptop to the back, came back in 15 minutes and told me to buy a new one cuz my MacBook was done. He didn’t explain to me nor give me a valid reason as to why my MacBook was done.
Thank goodness I did not listen to him or I would have wasted a grand on a new laptop. Turned out my hunch was right, just a battery issue. My only reason for not giving this Apple Store 1 star or calling Apple’s corporate and filing a complaint is the follow up genius who helped me was apologetic and actually offered me intelligent advice and recommendations.
I dread coming to this Apple Store. I think next time I absolutely have to go to an Apple Store I’d rather drive up to Beavercreek and go to the one there.

Still trying to get an appointment. Been trying to schedule online for the better part of the last two days — a dozen tries and I still get this:
We’re Sorry.
We are unable to complete your request at this time. Please try again or come back later.
29ac516b-0e30−44e8−823f-0488c7efb1c4
I agree… they are pretty sorry.

Ok, so I’ve had some amazing experiences here as well as some not so great. As of recently, my MacBook Pro, that was purchased in 2011, was having a lot of difficulties running apps, including internet browsers. I took the MacBook here multiple times and various Genius Bar employees ran tests and everything came back with no problems. The internet and apps, while at the store, worked great, then they would constantly crash back at my house, (mind you both of my roommates have MacBooks and they work fine). The employees here told me that it was because my Mac is old, that my internet browsers were bad, etc. Last week I came back to the Kenwood Apple Store and Joshua knew almost immediately that it was probably my internet provider, Cincinnati Bell. Apparently this has been happening to certain MacBooks on minimal occasions with Cincinnati Bell as their provider.
I am so grateful that Joshua was able to quickly fix the problem, however I am disappointed that the other employees failed to ask the simple question, «What is your internet provider?». It was a quick and easy fix that took weeks for a simple solution to be made.
I will definitely be taking my Apple products here in the future, however I will be wary of who I am seeing at the Genius Bar.

Does anyone really like coming to the Apple Store. 2 hour wait just to get an I-​Pad replaced? Look little girl, I don’t need to talk to a technician. My son took it swimming with him. It’s broke and can’t be fixed. Just sell me a new one so I can go home! What a total bag of crap.

Wow! This is the first time I’ve been here that there wasn’t a monster wait for service we walked right in and in a matter of seconds had three people offer to help. What a nice change from previous visits!

The employees are extremely nice and very helpful. The only downside is how busy this place gets. If your Apple product requires service, the wait for a Genius will be pretty long, especially if you don’t have an appointment (about 1 hr on a Saturday afternoon). But, in all honesty, there are much worse places to spend an hour on a Saturday afternoon.

Few things in life are as bad as the Apple Store experience. It alone has kept me from ever purchasing any Apple products beyond the small fleet of iPods I own.
Each time I am forced to trudge into this cesspit of smug and condescending miasma, it has changed dramatically in design and purpose. Most recently it has become an entire store of waist high tables minimally stocked with product. It more resembled an assembly hall at the end of an AA meeting, as people stand around mulling the struggle that their life has become.
Not once was I greeted by an employee. My trip to the «genius» bar resulted in zero attention by anyone. I tried to scan for any sign that listed directions for service, anyone that could possibly help, but there was nothing and no one.
Knowing that the most likely scenario would be then «genius» recommending I purchase something new that day, I gave up and left. I managed to elicit an «excuse me» from an employee as I made my exit, but that was incidental politeness and nothing more.
I feel like the Apple Store wants nothing to do with me, offers me nothing, and treats me as an outcast. As a small business owner, I can’t stop thinking of what is Apple thinking? Why would anyone want to create a store that destroys the will to live?

Alright, few of us go to the Apple Store in a good mood. Well, few of us with an appointment for the Genius Bar go in a good mood. But, the Macbook wasn’t working after the latest OS update and I needed help. I made an appointment online (in itself was a feat), googled tips for having a good experience (true fact), gathered all the patience and calm I could muster, and went in.
Honestly, my *first* visit was quite pleasant. Of course, my Macbook died during the holidays, so of course the store was packed. I walked in, was greeted by the front line, and told to walk further to another employee holding an iPad. This employee had a line in front of them. So, while I waited, I browsed the Apple Store app and found I could check in for my appointment from my phone. Once I was at the front of the line, the employee saw I was already checked in, and told me to have a seat at the Bar.
I waited a bit, it was busy. But eventually, my name was called and we began the trouble shoot. The Genius spent no less than 45 minutes with me/​my computer and it proved to be more than a software issue. Somehow, the update install caused a hardware problem (this still blows my mind). But, alas, it would be fixed for $ 60 in one day. So, I signed the work order, said good bye to the computer, and went on my way. I was told I might get a call still that evening, but if not, by lunch the next day. I left feeling pretty good about things. Had I written the review right then, it would have been glowing.
But
I never got a call. Ever.
In the three days that followed, I was nearly reduced to tears trying to call to check the status of my computer. Turns out, you can’t just call the store. Then, I was on hold, transferred, dropped, etc. Some of that is just bad luck and has nothing to do with the store. Except, the store never called me, and that’s why I was trying to call them. Finally, after having to set up a call back with a manager (phone support, not the actual store manager), on the phone, I was told that my laptop had water damage. This made no sense. And, it was going to take another 45 minutes to talk by phone. So, I left work early and headed to Kenwood. While I hate the mall at Christmas, it would obviously save me time on hold.
At the Genius Bar, I was asked why I was there. I tried to calmly explain that they were holding my Macbook hostage. That I had surrendered it on Sunday, told to expect it back by Monday at the latest and it was now Thursday. Leaving perplexed, the Genius came back with my Macbook, a box of screws, and a work order. He then explained to me how they replaced the part that was thought to be the issue, but then found water damage and determined that that must be the real problem. The repair would now be in the neighborhood of $ 600-​$ 800.
The mysterious water damage is still a mystery, but my real frustration is the way I was treated-​having never been called. So, I tried to ask the Genius about their process-​why I never received a phone call, and to tell me about their protocol. He said something like, «Well, I’m not here to argue about water damage or where it came from; and I don’t know why you didn’t get a call.» It was rude. I was not arguing about the water damage-​and while certainly frustrated by that, I was really confused and frustrated by the fact that I never got a call, they had no reason why I didn’t and didn’t care to apologize or about the hardship it caused.
So, really, it was one great experience followed by one poor experience. I’m sure if I were to go back, it would probably be fine. But, in the way that Apple works and the impossibility of deviation from their iProcess, it’s pretty frustrating when things go wrong and nobody seems to be able to acknowledge it.

The staff usually seems excited and willing to help, also they are very knowledgeable of apple products. They do however look down on those using a phone that is not an iPhone. Staff often tries to tell you how much better their products are even if you didn’t ask, but it’s clear they live and breath apple, and they try to sell it. Also this location is always extremely busy and a long wait is expected.

I cannot stress the excellent service provided through the Apple Store. I came in after dropping my computer (I know) and my harddrive was fried. They quickly fixed it, cleaned my computer completely, and reinstalled all software. All over it took less than an hour with was incredible. I always go to this store, and it makes me confident my products are always in good hands.

People are nice here and they fixed my crack iPhone screen is an hour. But oh my god, it is so busy! I was here on a Wednesday night at 6:30pm (I made an appointment online to see the Genius Bar), and it was still jampacked! Is there ever a time when this store isn’t full of people?
As far as iPhone repairs… My screen was cracked into about a million pieces. I have a 5S, and it cost $ 130 to get my phone fixed here, which is about $ 10-​$ 30 more than the average guy on the street that can fix your phone. The reason I took it to the Apple store and not the iBreakUfixitiPhone something-​or-​other guy is because Apple will only guarantee their work if you take it to the Apple store. If someone else tried to repair my phone and it didn’t work (the screen doesn’t turn, goes black every now and then, etc. common problems with screen repairs), then Apple would essentially say I was tampering with the phone and I’d be on my own. So $ 10-​$ 30 is worth my piece of mind that it will work and look beautiful once the repair is done. Also, I’ve heard that the other repair stores don’t always do a good job of matching the iPhone white, and mine is white. If you have the Apple warranty, it is cheaper to get your phone fixed here. Check online for current prices.

So a priest walks into the Apple Store…
And immediately knows that he is in hell. Probably. I don’t know. Other people seem to be fine with the waiting, the oxymoron that is the Genius Bar, and having to dole out way too much money to fix problems that shouldn’t have happened in the first place, if Apple has such high quality products as they claim.
I have been here more times than I would like, because even once is too many times to walk into what can really only be described as a recursive circle of hellfire and damnation. As you wait, you wonder, «Where did I go wrong in life?»
Maybe there is some alternate reality where going to the Apple Store isn’t the hellish experience of being thrown into a chaotic maelstrom of suboptimal customer service. If there is, I would like to go there now, because the Apple Store/​Genius Bar experience in this reality is the worst.
Not really sure what the point of making an appointment is when you still have to wait forever. Not really sure what the diagnostics people are doing. There was a guy getting his laptop looked at next to me, and the so-​called Genius said they didn’t have the diagnostic equipment to analyze it.
The place is always crowded, and you can almost guarantee that one of the blue-​shirted worker drones is going to be busy helping someone, and the three other people who are lined up behind them, waiting for assistance. This place is one of the main reasons I don’t own an iPhone, as it’s bad enough when I’ve had to take a laptop in for service.
While I was there, a priest really did walk into the store. I looked away for a few seconds, and when I looked back, he had disappeared. I didn’t look, but I assume there were scorch marks left on the carpet where he most likely spontaneously combusted. I realize this rant is about to go full-​on conspiracy theory wack-​a-​doo, but seriously seeing a connection between Apple store and certain stories from the Bible.

Super duper helpful but super duper busy. Too busy such that i never want to go in unless i have to. But the truth is they solve your issues.

I bought my MacBook Pro from this store and I will NEVER buy another computer/​laptop anywhere else but this place! Love this place.
I bought the apple protection and 3 months before the 3 year warranty was up my battery in my MacBook Pro had a system error and said it was «detached» I scheduled my appointment waiting about 10 – 15 minutes.(Which is not bad at all) They looked at my MacBook and told me it was all covered and said that they can have it back to me in an HOUR! That totally caught me off guard I thought it would need a day or two. I went around the mall for a bit came back and my MacBook was back to running perfectly.
Now the reason I was so shocked about it only taking an hour is because I bought a Dell Laptop in 06 and it died in 08 and Dell wanted me to pay 50 dollars just to look at it (NOT EVEN TO FIX IT) and I had to ship it out and be without it for 2 – 3 weeks!!! I think people forget that waiting that extra 20 – 30 minutes at times for this store is totally worth it compared to every other computer store out there. Not to mention Apple Care pretty much covers everything that is outside of physical damage.
Love this store.
Great friendly staff
Staff knows their stuff
Very clean store
Customer service is WAY beyond other companies

Bought two MacBooks
(1) MacBook Air
(1) MacBook Pro
They delivered outstanding customer service. Was able to professionally deliver exactly what we wanted.
Also had a warranty issue with iPhone. They honored their warranty. No hassling nothing.
Definitely a few steps above the average retailers !

I was happily surprised by this place! I had a phone emergency and had to get a new phone fast. I’d been led to believe that getting help here would mean an hour or more wait but I had to get a new phone that day. I walked in and was approached by a Genius within thirty seconds. They were knowledgeable and service minded. Best service I’ve ever had in getting a phone! From now on I’ll get my phones here instead of through my provider.