Apple Store

Left work early to make my appointment only to find out there server was down I was unable to get my phone fixed. Spent an hour at the store for nothing done. Never have had such a bad Genius Bar experience.

— Disorganized
— Chaotic
— Inconsiderate
Just a few choice words, after watching numerous aimlessly wandering employees fiddle with each other… As I sat there on my limited lunch break, with a frozen phone and set of dead headphones.
Cool

this place is always crowded and it seems that the wait is long even if you have an appointment they have you sit and wait. i had an appt and it took 45 mins for someone to help me! its crazy and crowded!

awful customer service… my ipad never turns on when unexpected shutdown after warranty last Jan.
once they checked it at that time, provided replacement for battery failure which costs $ 99, then the same issue happened again after 1 year I guess, and they offered $ 299 replacement for this same defective issue and keep saying this is not battery fail because it never turns back on, whatever they explain about hardware side such board and chips, they cannot even open the case and cannot check the battery volatage, it was obvious battery failure with power manangement IC but they didnt want to recognize it and keep saying like siri…

This Apple store is the worst I’ve been to. While I’ve had a few good experiences here, most of the employees I’ve interacted with have been dismissive and insincere.
For instance, my girlfriend and I brought her iPhone5 in to have the battery replaced, since it qualified for the battery replacement program. I spoke to an employee, saying we were there for the battery recall. He immediately got defensive and argumentative. «It’s NOT a recall,» he told me, while looking around as if I had exposed Apple’s flaws to listening customers, and went on about how Apple wasn’t responsible for the problems with the phone. Dude, last time I checked, what happened with the iPhone 5 batteries is the very definition of a recall!
And recently, I took my own iPhone 5 in to get the battery replaced (RIP original battery 2013 – 2016). I made an appointment since in the previous incident mentioned, the employee had made it a point to let us know that we didn’t make an appointment at the Genius Bar for that day and made it seem like they were doing us a huge favor by squeezing us in. So this time around, I made my appointment online in the morning and showed up 8 minutes early. I waited in line for 10 minutes to talk to the one guy (Why is it only one guy?) who checks people in for Genius Bar appointments. While he was helping a customer decide which phone she should buy he didn’t even acknowledge my presence. When I finally got to talk to him, I told him my name and he looked at his watch and said,“Well, you are kind of late…“
Seriously? And to top it off, I had to wait another 20 – 30 min since I’m pretty sure they gave my appointment away on account of me being «late». Ha.
And I don’t know if this is standard Apple Store procedure, but each time I ended up waiting in this store, they directed me towards a certain product. Like they’d say, oh, just wait over here by the Apple TV. Or wait over here by the iPhone 6S. I know you’re trying to sell me on new Apple products but at least try to be subtle about it!

Came in to replace my mac book charger which suddenly stopped working. There certain ways to communicate to a customer but this Guy (jason) was super into himself and arrogant tell me «this is apple man» and tried to up sell me with a new charger. Retrain and replace your stuff Apple

There are good and bad Apple Stores. This is a bad one. I walked in and knew pretty much what I wanted. The greeting red-​shirt asked me to wait «here» and pointed in a corner. I thought this is an odd way to welcome anyone and cruised the aisles a bit. Eventually a red-​shirt made time to serve me. He said they wear red shirts now and not blue ones because of the Holidays. On the technical side, he didn’t have the slightest insights and when comparing two devices he dutifully read the specs off the labels. I ended up calling my son to get technical information. Eventually, my product was delivered to the red-​shirt, not to me, and he held it tight and did not seem interested in passing it on to me. I quickly grabbed it. I felt I had to make sure that the thing is really what I asked for. On the positive side, no matter how dull the red-​shirts are, the products are great, the payment process is a breeze, and you’re in and out withing 15 mins.
For comparison, my review of the Berkeley Apple store is here:

The manager Josh was rude beyond belief. I went in to exchange a power cable (I had to get a new one because the Apple Care I paid $ 250 for stop covering cables at the beginning of 2015) and was told I couldn’t because the serial number was «non tracking». When I asked to speak to a manager about it, I was met with hostility. Josh came out with a condescending attitude about the situation, rather than listening, he talked over me saying there was nothing he could do, until he relented that he could maybe exchange the item for a lesser item. When I told him I just wanted store credit because I didn’t have time to look through the store he didn’t care.
When I asked him what the difference was between exchanging the item and giving equivalent credit, he just repeated himself. I’ve never been so disrespected by someone in customer service. The whole situation put a bad taste in my mouth and made me realize that they only care about sales and customer care afterwards didn’t matter.
I wouldn’t advise anyone to go to the UTC Apple store if you’re looking for help. I won’t be stepping foot in that store again. Now I have to sell their brand new product on Craigslist, thanks for the hassle Josh!

I wanted to clean my screen with a little alcohol wipes and then i found some vertical and horizontal lines, on close examination, i found like a 2 cm crack on the bottom left of my screen. Trust me! I dont even lift my macbook from my table and dont eat or drink when i am on my laptop as i paid a lot to get this laptop and knowing the very sensitive and highly expensive macbook pro, i didnt want it to get damaged. keep in mind, i even had a laptop cover.
However, Had an appointment for the Genius Bar, Went there and no one attended me for like 30 mins and then this guy who really looked disgusted or bored came to attend me, he kept pressing the corner until half my screen is filled with those verticle multi colored lines, did not give a damn on what i said and told me that it would be $ 450 to replace the screen. Now that i am in the final stages of my grad school, my laptop is the most important thing right now and the apple store needed a 3 – 5 days to repair it.
You cant fool someone who works in the same field this whole industry of yours in built. the store had parts in stock and all the assembly takes is to remove the screen and replace it with 3 – 5 wires and a circuit board in place.
I dont care about the 3 – 5 days repair, what pisses me off is the lack of understanding or even empathy this store had.
I am not coming to this store, i might as well go to the one in fashion valley or carlsbad to get it fixed.
If you want to wait for 10 hours to get your consultation from a robot, PLease come to this store.

Wasted my time on a Sunday without disclosing they can’t process credit applications on Sundays. Sales staff expected me to call the credit department and refused to take responsibility for selling service that they cannot support.
Also refused a factory recall on an iPhone battery because «I didn’t have an appointment» Staff was rude, unhelpful and very stuck-​up. I do not recommend this store or any apple products.

When I bother to make an appointment and show up a few minutes before my appointment time (like a normal and courteous human) I expect to be seen in an amount of time relatively close to my appointment time. STILL WAITING 20 MINUTES LATER is NOT ACCEPTABLE. Especially frustrating when you see several apple employees hanging around.
This is the third time in 6 months I’ve made an appointment (all for different devices) and the third time I’m not seen until at least 15 minutes past my appointment start time. WTF.
To be fair, once I am finally seen the individuals I spoke with were very kind and resolved the issue at hand successfully.
Clearly this issue here is with the manager who should be responsible for better allocation of the team and resources.

If I could give zero stars, I would. Their customer service not only sucks, but they misdiagnosed my computer problem and made a «repair» that was not only unnecessary, but by replacing the motherboard, actually left my computer completely blank, losing not only all of my files, but my settings, as well!
They supposedly ran a backup, for which they charged me extra, and then returned my computer to me, completely wiped! The memory upgrade that I made myself was removed, as well, so the resulting computer ran SLOWER than it did before I took it in!
Granted, it was probably my fault for being in a hurry and *trusting* that they’d DONE THEIR JOB of repairing the problem before paying them, but I failed to do so and am now going through a long and arduous process, trying to obtain a refund for the $ 294.40 that was charged to my credit card. Of course, they are disputing the refund request.
NEVER GO THERE FOR SERVICE!
GO TO FASHION VALLEY, where the «geniuses» actually take time to diagnose your problem correctly and make any necessary repair!

Came in for a quick screen repair. I was expecting it to take 45 – 60 mins as I’ve read online.
I didn’t make an appointment beforehand. Now I know better.
When I walked in, the guy told me it would be about a 15 – 20 minute wait to see one of the apple guys for a walk in appointment, and that there was one person ahead of me. Cool, fair enough. I asked him if I can come back in twenty minutes since I had things to do at the mall. He said no. Fine, fair enough. I proceeded to wait 45 minutes and still not get helped. While waiting I asked around when I’m going to be helped and they told me to just wait my turn. Rude. I wasted more than an hour of my time unable to do anything during this waiting period (I had to bike here). It would have been better if the guy didn’t tell me it was a 15 – 20 minute wait and if he told me I could come back later to see if they’re ready for me. Won’t be coming here again, not that they need my money anyway
Tl;dr I came in expecting to drop off my phone to get it fixed and pick it up the day after in the worst case, but I didn’t even get helped for 45 minutes.

Alex really helped me today. He is your go to guy here at this Apple Store. Very friendly and personable. He is the nice guy wearing the Apple Watch with the orange wrist band.

Who doesn’t love apple? I’m no different. Took in my MacBook to get a bit of tlc. The man helping me was awesome and knew instantly my battery needed to be replaced (it was pushing the tracking pad up). It cost $ 129 and it was done within ten minutes.
Mind you, I made an appointment. DO NOT go in without doing this otherwise you’ll end up giving a bad review… and the truth of the matter is: Apple is popular! Plan accordingly. If you plan it out, you’ll be satisfied! Love my apple products! Thanks again Apple!!!

I am overly impressed with the service I ended up receiving here! The mall itself is a great place and this makes for an awesome and convenient nearby Apple store.
The service that I received from Tom Zohar was great! Not only did he diffuse a situation and help cool me down, he quickly and efficiently made sure I left more than satisfied. Over all, I have not been overly impressed with the quality of the iPhone 6, yet right in the nic’ of time, Tom restored my faith in the brand.
Great store with a great employee!

I was having an issue with my iPhone and walked in here an hour before closing. I was told the reservations were all booked for an appointment at the Genius Bar, which was kind of disappointing but hey they looked busy. The same associate told me to hang out a couple minutes and maybe someone could see me so I did. A nice Genius Bar tech approached me 5 min later and asked what was wrong with my device and proceeded to help. I was in and out in less than half an hour. Arnon was the tech that helped me and if you go in here you should ask for him specifically. He really understands customer service and I can tell he takes pride in resolving issues. I’m not sure how he has not been promoted to senior management yet but this guy really knows his stuff. I couldn’t be happier with how I was treated by all the staff here. Thank you so much again!
–Phil

This review isn’t so much as about the actual Apple store, as most are exactly the same, as it is about the people in it. Having to make a reservation for a repair isn’t fun — especially as this is one of the few that could actually repair my laptop via the Apple Warranty, but I managed to snag a slot on Saturday at 12:30 pm. I showed up early just in case they had any slots available but there were noon, so I went to the food court, had lunch, relaxed for a little bit, then went in at my appointed time.
My laptop batter was showing a «service battery», so I came to get it replaced. Now I wasn’t particularly happy because I had called about this battery a few times before and hadn’t really gotten any repair because the threshold for repairs wasn’t met — well, now it had. So I went in and met with Arnon. Arnon is the greatest person ever — he knew what he was doing, he asked the right questions, was patient despite all the craziness surrounding him at the Apple store, and was a very pleasant person in all the unpleasant people around him. Especially a crying baby right next to us a mother refused to take outside the store — this isn’t a friggin’ nursery; take care of your nonsense outside, especially since YOU WEREN’T GETTING A REPAIR DONE! Anyways, I also found out that my warranty had expired a few days before. OF COURSE. So Arnon went out on a limb and asked the manager if they could repair it because I had called about the battery, I had brought it in, and the warranty was an extended warranty. The manager agreed — THANKS ARNON!
The repair was done right then and there. It was done fast, expertly, and now I have a brand new battery and my computer works perfectly fine. Shout out to the awesome people here because it was a fantastic experience!
TL;DR Nice people doing good work. Make an appointment

All the new gear all the time! This place is never slow and is always crowded… their team are knowledgeable and helpful. The layout of the store is perfect to get in and out of. I always come in to get an extra charge

Wow, talk about efficiency!
Quick, responsive, and helpful. Kudos to the girl that was helping me out today (unfortunately, I forgot her name!). I was a walk-​in and walked out with what I wanted in about 20 – 25 minutes!
Came in, got on their waiting queue, Instagrammed while I waited, and got help in about 3 minutes. I wanted to recycle my iPhone 5 and purchase a new iPhone 6. The girl answered all of my questions, included my AT&T plan questions, which was so nice because I thought I would have to stop by after! Recycled phone, check! New phone, check! I honestly thought I would be there for over an hour, but nope!
Great work, Apple! I’m impressed, keep it up! xox