Apple Store

Classic case of too many employees and too many customers all in the store at the same time. This creates a I don’t really care, it’s not my job attitude as the staff are stressed to the max. The tech people are far less than the floor sales people so it would seem and the two are disconnected. We had an appointment and were early. Waiting 10 – 15 minute after the appointment time, we asked what was going on to the check in guy right at the counter and the tech who was to see us marked us as not there no show and we were 10 ft away that’s how little they care (plus their was only one 27″ mac on the counter so it wouldn’t take a detective to know we were there). Then they tell us they don’t have the part for that year imac and can’t even get that part! What the Apple store can’t get a part for a late 2009 iMac? The person who took the info on the phone should have told us that. They are incompetent, uncaring, not friendly and stress. I’m sure the turn over in staff is bad. Avoid the mall people go somewhere to get personalized service. Try a local independent who repairs and sells mac’s. It’s all the same price and warranty. BTW simply computing has the part and can repair it with no appointment. What does that tell you?

I had good and bad experience here. If you are going to the Gensis Bar please show up at least 15 mins on time. This place is always busy. One bad experience I had was came here 5 mins before my appointment and there were 20 people in front of me checking in (this was with my iphone 6 — 6 month having it). By the time I got to checking in. I was late and they took me off the list. I had to go back in line and what had happen was there were over 50 people with broken iphone 6. I had a hardware failure on my iphone 6. So waited about 2 hours before I got help. They said its a hardware failure and they will give me a new phone. Oh darn. They had no more iphone 6 left. The one they give as replacement is different from the one they sell. They explained to me all broken phone were given away. And they only have 50 iphone 6 per day and per store. My options were either go to a different Apple store or wait till next day. They have shippment coming in everyday. I ended up going to Apple in Oakridge. By the time I got my phone fix half a day was gone. This was a stressful experience.
As a tip. Make an appointment early in the day and show up 15 to 30 mins before hand. Just to be safe
This is an over crowded Apple Store

I try to avoid this place like the plague. The ONLY concern of any employee is sales — if you have an issue, like a phone that randomly exploded and is clearly covered under apple care +, they don’t care. At all. A «come back in 2 days» sort of attitude, for what should be a simple, basic replacement. This place is like running a gauntlet full of power tripping, nasty retail people. When I told the manager that wasn’t acceptable for something so basic, and that I was going to definitely take this to Unilocal,he told me to get out. Yet here I am, once again, getting a defective part fixed. Shoot me. Deal with apple Partners, not this place.

Puzzled — new phone purchased last week. Charging cable is defective. Should be a simple swap. Check my phone #, see that the phone is brand new as is the charger, and replace. I am now in a 20 minute queue so that Apple can verify that the cable is defective so that they can begin the 5 to 10 minute process of paperwork stating that the cable was replaced. 30 minutes? Really apple? Been a fan for so many years and this is such a poor service experience. 2 stars because you have years of good karma with me.

Needed to get my camera fixed as it stopped focusing shortly after I got it. My phone also had a small crack in the screen. I was hoping to just get the camera fixed for the time being (did not want to use one of my replacements for the small crack) and ended up leaving with a new phone that didn’t go against my replacements. Great customer service!
I took one star off because the store always seems to be a little chaotic– I wouldn’t go in if you are in any sort of rush (also I recommend making an appointment online before hand).

Worst customer service I have ever had. First, one representative had offered me an exception to me paying for damage because of my situation. I was happy with what he was offering me. Only to find the manager come over and tell me they are taking the exception away. After a long argument and an embarrassing conversation in front of customers and staff I felt like he did not care at all about my concerns and only kept repeating the same thing over and over. He was definitely concerned more about his bottomline then making a customer happy. ’
Second, after I was forced to agree to their terms I gave them my phone to repair. They said they needed my password to do this. After 2.5 hours my phone was supposed to be ready. When I cam back it had not been repaired and they said I would need a new phone which they did not have (I am at an apple store). So another day delay.
Third, I realized I had given them my password which gave them total access to my phone which also has sensitive information such as emails containing sensitive information. I do not know what is happening behind the close doors. This is a huge privacy concern and I am surprised it is part of their policy. Be aware of this store and their policies. I will be contacting apple support about these concerns as well.

the genius bar in Pacific Centre was really not helpful compared with the one in metro town. The first thing was the camera problem, which is obvious now that certain numbers of iPhone 6 plus are officially recalled because of this problem. But the «genius» in Pacific Centre asked me why I was there since the camera had no problem because he couldn’t see the dark area as I saw! And the second time they finally replaced my camera after I found another guy.
Second thing was the voice switch. It was loose and vibrated frequently by itself. I still went to this store because its near my office. I went to there twice for this problem, but they told me to reset the phone, and I did but the problem was still there, and the second time because the problem didn’t appear at that specific time frame, a girl told me it asked me to take video to prove that it will vibrate by itself! It was wasting time. Finally I went to metro town apple store and they replaced with a new one.

The staff here aren’t well trained. They spend a lot of time googling or whatever on their phones, make me wait forever then tell me I have to call Apple and sort things out with someone over the phone myself. Twice now for different issues. One guy gave me incorrect advice which cost me $ 100. They’re polite, but not friendly or capable. I guess that’s why Apple is replacing them with self-​service machines.
Basically, you can play with demo phones here. Anything else, do it online, over the phone or at a non-​Apple repair shop.

Took hours and kept getting swapped between people before being told they can’t fix my iPhone. I took it to a non-​Apple phone shop and they fixed it in 5 min for $ 30.

Yesterday I’ve learned that Apple store at Pacific Centre gives the best service I could dream about. Their structure in navigating customers and the service itself was beyond terrific. The staff at Genius Bar is polite and very helpful. Thank you guys for great service. Without you Apple wouldn’t be what it is. Cause at the bottom line it’s all about human communication.

Amazing service.
Everybody’s happy.
Self-​serve checkout if you’re in a rush.
All the new toys to play with.
And the Genius Bar is lightning fast at this store.
I come back every time I’m downtown, even if it’s just to look around.
Don’t judge.

I have to give Apple 5 stars as I am in love with all of their products, devices, ideas and have to have them all. I own 3 macbook pros (one for the business, one we stream tv on as it’s an older version and one I use for personal), ipad mini, iphone 6+, ipod (use at work for music), iphone 5 (use for my business phone), iphone 4 (use for streaming music at my business on the first floor) and a few ipod shuffles kicking around that I don’t use at all. I hate that I am so addicted to Apple, but love them (obviously) at the same time. I can’t imagine how much money I have spent at this store alone, as I have smashed iphone screens (got phone replacements for a small fee $$$$$) and lost apple chargers and apple headphones… I have bought 5 dropcam cameras from this location for my business, as well as bought one of my friends a new iphone for a gift. All of the products we have bought from Apple have been reliable (for the most part) and if they ever were to break down or slow down, we have brought it in for a fix up or a replacement (apple care all the way)!
Every time we walk in to this Pacific Centre location, it is PACKED. The noise level is through the roof, but it’s buzzing and busy and I love it. It’s sometimes hard to make an appointment with the Genius bar, but we always end up waiting and getting any issues solved.
The only thing I am disappointed with Apple is their lack of introducing a touch screen macbook pro/​laptop/​desk computer… Like seriously, get on it! I know we’re missing Steve Jobs here but there should be some other geniuses employed by Apple to bring this out. If other (dare I say it) — «PC» companies, have touch screen computers, why doesn’t Apple? Come on Apple, you can do it! (Better obviously, too!)
Yes, I am a die hard Apple fan, and have been for as long as I can remember. And so are all of my 4 family members… and we have converted all of our significant others as well… and our children. It is definitely a cult, a secret club… because once you go Apple, you never turn back.
I hope the next product launch is something revolutionary!

Imagine this scenario:
— you buy an iPhone 5 on launch day, it’s freaking awesome
— it starts to screw up after a couple years of ownership
— you take it to the Apple Store and find out it is a manufacturers defect and your phone qualifies to be repaired
All sounds great right? Well you’d be mistaken my friend.
I recently brought my phone into the Apple Store so I can get it fixed and they refused to do so. I have the manufacturers defect where the power button sticks and keeps annoying you while you’re trying to use your phone. The reason of my refusal was that the phone was over 2 years old and they won’t fix it for me (this is on my 3^rd visit after the first time I was told there wasn’t a problem and then when customer service in the states promised me they would fix it) Shame on me for buying the phone on launch day right? Shame on me for keeping the phone in pristine condition for 2.1 years and shame on me for buying Apple. My phone was 2 years and 45 days old. Not like I’m asking for it to be done 5 years later. When they take apart my phone they have the gall to lie to me and say it’s water damaged. Then when they put it back the screen now that has effect when you push down on an LCD screen when you push down on certain areas of the screen, like the dude in the back just HAMMERED it back together and didn’t give a crap about my phone.
Not only that, but they go forward and insult me twice by telling me to upgrade. «Well it looks like you’re due for an upgrade so just get new hardware». What a slap to the face to a customer, a now non loyal customer who immediately sold all of his other Apple products and will never buy another one ever again. They were told that they were losing me as a customer unless they fix this and make good on THEIR own problem, but alas, I am writing this review.
I filled out the survey and said the same thing written here, no response.
Great service hey? So now this is my scenario:
— manufacturers defective phone that barely works
— sold ipad, cancelled order on MacBook Pro
— screen is now damaged
Here’s the kicker, I have $ 70 in my iTunes account, and guess what? Apple will not give it back to me. So on top of broken phones, and bad customer service, they also STEAL money from their customers!
STAY AWAY FROM APPLE AT ALL COSTS. There are plenty of competitors that will treat you 10x better and cost ¹⁄₃
DONT TRUST APPLE STORE VANCOUVER

A lot of the people working here are nimwits.
Every time I come in here there is a problem
Today’s issue: Was getting 2m defective USB replaced. Guy gives me the shorter one. It wasn’t In a box (just rolled up) so I couldn’t tell till I got home.
Also they are super bossy. Sit here. Wait there. Noooo, Actually, I’m gonna go look at iPhone covers.

Rude staff at the Genius Bar.

I love apple products (besides there phones). Everytime i walk in to the apple store in pacific centre is is packed with people! What i love is the amount of people they have on the floor to help you out. I am never left standing around needing help.
Cleanness & Customer service is A +

Be prepared to make an appointment if you need anyone to help you with a broken adapter or cable. Keeping that in mind their abundance in staff and even further expanded variety of iphone and Mac accessories will just blow you away. (So be warned) ;) Today I stopped in for my 1:10pm appointment made Friday for today. My iPhone 4 to 5s adapter bit it Friday and so I brought it by to see if anything could be done. The on-​the-​spot statement from the person I spoke with Friday is that they could «squeeze» me in if I waited an hour. Yikes. Appointment made, today I saw someone and was already on my merry way within 10 minutes. Yay

I’m one of those late apple band wagoners who finally got an iPhone, and started to deeply regret it today when I showed up for my appointment only to be told «too bad we don’t have your battery that you made an appointment for». I can almost forgive the disorganization if it wasn’t for the fact that I was ignored by two different people despite my appointment, told to sit in the corner on a stool like some bad child and told to wait for some condescending «genius» who asked me if I checked to see if I was eligible for this non-​available part.
Perhaps it’s a recent change on Apple’s part, but it is incredibly difficult to talk to a human being and actually get your problem resolved in an efficient way. I have a feeling that anything good about Apple died with Steve Jobs.

This my local apple store. The geniuses are pleasant to deal with, polite, and efficient with resolving any of your issues.
My only grip is that since it’s in Metrotown, it’s always so busy in here so the wait time to see a genius can take a while.

It is locations such as this which are some of the reasons that I am still a loyal Apple user. I have had a few bouts of bad luck with phones and the problems are always fixed with no hassle.
While the location can be a little chaotic, the courteous and helpful staff make it worth the noise. It is important to note that this is a very busy location and you really do need to book an appointment with the Genius bar if you are coming in for a repair.
I have also found that during iPhone launches this is, by far, the most prepared of the British Columbia locations. For those waiting in line they constantly had staff going up and down the line answering any questions. Phones (or iPads) were distributed with little hassle and very efficiently.