Apple Store

We were a little intimidated by the scope of this store when we walked in as we are not techies. However, the fellow we checked in with was quite personable and we had only a 15 minute wait to see a ‘specialist’ about our dead iPhone. We were assisted by Pete and he was awesome. He listened to our concerns and asked questions in return. He took the phone into the back to take a closer look inside and got a second opinion from someone else as well. Pete spent a lot of time trying to get to the bottom of things and provide us with an answer. A lot of time. He went above and beyond on customer service and we can’t thank him enough, hence the five-​star review. And Apple should thank Pete for that.

I have a unique problem with Apple and got an attempt at resolve with this store. Issue not resolved and I don’t know where to turn. I loaded up my iTunes account with money to buy a watch. When I went to make purchase, I was told I couldn’t use money from this source for ‘hard goods’. Now, my money is trapped and they don’t want to give it back! I’ve tried apple help at store and internet and a ramped-​up complaint. They seem to be happy to leave me out to dry. Does any one have any ideas on how I can proceed?

I had an excellent experience with Sabrina who helped me get a new phone.
Great customer service, not much wait time.

This location is not as crowded or claustrophobic as the Metrotown or Pacific Centre location. There is more opportunity to get an appointment here than those other stores. I haven’t been to the Surrey one to compare.
I really like Apple and their ‘geniuses’ for helping me with issues even though it is out of warranty (AppleCare) so long as it doesn’t involved replacing parts.
I came in for help with my iPhone 5 (not covered under Apple Care) that stopped forwarding SMS to my MacBook Pro after I updated iOS.
Appointment was met on time but you do have to know you need to talk to someone to let them know you are there.
The guy was befuddled with this problem as he hasn’t seen it before but he did hear of it. He mucked around and in the end we took off my company’s management profile (was a work phone) because it was blocking the ‘reset setting’ operation. After the proper reset, it was fine but I did have to go re-​enter wifi passwords, background images, alarm clocks, etc. But I was happy it now working. The management profile eventually got reinstalled because the way my company has it set, it auto-​prompts you to installing while checking email.
Overall quite happy with the experience. I maintain Linux servers for a living so I am tech savvy and no amount of Googling was helping me. It took less than 30 minutes to figure this one out with them although I was the one that had to tell them that there was a management profile on it, so it could have taken longer. However it isn’t most people’s average situation to have a profile unless it is a corporate business phone.

My first time at the Genius Bar with my iPhone 6 Plus and front camera issue. I made an appointment earlier in the week. I showed up 20 minutes early to see if they could sneak me in but was told to come back in 10. Not a big deal but they didn’t seem too busy. Came back and was helped promptly. Explained the problem but he had my history… was told to come back in an hour. Had to wait for someone to help me at the bar and someone noticed I was waiting and was redirected by a salesperson who had customers that were browsing in the store. Got my phone back, camera works great now and assisted by some decent customer service.

Huuuuuge store! But not as busy as Metro’s, whew.
If I could give 3.5 stars, I would. This is based off of two visits with Genius Bar appointments.
The first visit, the Apple employee was very nice and accommodating. My iPhone 5 wouldn’t connect to my carrier for some reason, and in the end, it was the iOS to blame. He was patient and had a smile on his face, even when we went over our allotted time. He tried everything possible to fix the situation. And he was successful! Although he didn’t end up selling me anything, he seemed pretty sincere in helping me and having me walk away happy in the end.
My second visit was regarding the same phone. The lock button stopped working, so I was going to send it in for repairs. The person who was helping me seemed really impatient and annoyed. He did warn me that since my phone was dropped on the corner, they might not be able to replace the button. He had another appointment after me, and seemed in a rush to get rid of me right away.

Horrible experience! I was told by Apple Care that my iPhone 5 qualified to have the Wake/​Sleep button replaced, as well as my battery. I drove from Langley to the Coquitlam Centre location for my service appointment. Because I had my screen replaced, they wouldn’t even look at my phone. The service associate was rude and condensing to me. I left the store in shock, only to return about 20 minutes later to speak to the store manager. I expected that the manager would be willing to find a resolution, as I needed to leave with a working iPhone. I was even willing to pay the $ 300 phone exchange. However, the manager was not willing to follow through on that initial offer, because I didn’t get my broken screen replaced by them. I’ve been a loyal Apple customer since the iPod came out. I’ve owned numerous iPods and iPhones over the years. I am a Mac user, and own a Macbook and iMac. I use Apple TV. I’ve been a very loyal Apple customer, but this experience changes everything. I was not treated like a valued customer in any way, shape or form. My next tablet and mobile will NOT be an Apple product… time to switch to Sumsung and give them a try. Bye bye Apple, you screwed up BIG TIME!

It doesn’t feel like Apple anymore. Tried to get my phone fixed (program that Apple announced for IPhone 5 owners). Today was my 3^rd visit. First time they didn’t know to do it. Second time they didn’t know how to issue me a loner phone. Asked to came today with no appointment, promising the everything will be ready for me. Today I’ve been told first that they have no loaner phones and I have to visit the store from time to time. The button on my phone broke right after warranty ended and now they are replacing them for free. It just you can’t really get one replaced. Anyhow, this store sucks

I went here to buy and iPhone 5s. We come at 8:00 PM and we ask to get an iPhone 5s. The lady was probably not trained and she didn’t sell us an iPhone becuase she didn’t know how to operate Bell’s system. We left at 9:15 PM 15 minutes after it closes without an iPhone. She tells us that we need a second credit card. We come back the next day and they just sold their last 5s. The first lady said they has enough to last them the weekend. We thought we should at least complain so we talked to the manager. The manager was really nice and said they had a couple of iPhones in the back that they kept in case something like this happened. He said he would sell us one. He got us his most knowlegable person and he helped us. It turned out that Bell didn’t want to sell us one. We switched to Telus and it worked. The manager was really friendly and wanted us to have a great experience. We saw the lady who helped us the day before and she kept avoidng us. (I wonder why) So far loving the iPhone.

Biggest Apple store by far, it’s so so big by our standards, and I thought Apple Metrotown was big.
Same friendly good service as usual.

I love apple and I love this store lots of staff around to help you out and they are not pushy. I learned more about Apple TV today and had a great demo from a guy named Sam. Their ‘sales’ staff is focussed on education rather than sales itself, I really like this concept and a breath of fresh air.