Apple Store

I went to Apple for my MacBook Pro. I had made an appointment before coming in. The staff checked me in pretty quickly. They weren’t that busy when I came in, so it was fairly easy to get a seat. I was at the bar for a while before someone could get to me. The employee ran a few tests on my computer, but kept leaving without explaining why my laptop was freezing up on me or about my battery. I initially came in for a battery service. I was there for over an hour with no resolution, so I decided to keep my laptop there for them to find out what was wrong. The person was super friendly, but I wish they were a bit more knowledgeable in the product and stop leaving every few minutes without talking to me about my laptop

Best customer service I have ever received. Genius was extremely helpful and gave me many options. I am so appreciative, and so impressed with the service that I received. Also, there was no line or wait! They saw me right away.

I was checked in right away and the staff was very friendly and helpful. Went to the basic iPhone class and the instructor did a great job so I went back for the iPhone photography class. Great job Allison

Quite possibly the worst experience of my life. I went in to return my brand new iphone 6s plus. The phone kept freezing and was having many other issues. I returned the phone and then asked if I could have my iphone 5 power button fixed. They said I was eligible for a free new phone replacement because it was a part of the replacement program. After waiting for the new phone, the genius returned and said that I was just out of the 3 year warranty window, so I would have to buy a new phone. He said my button could not be fixed and that the only way to get it fixed would be to buy a new phone. I then asked for a manager. His name was Gary. He was completely rude and did not care for my situation at all. He said, «You don’t have to buy an iphone» and insisted that I no longer purchase apple products. I cannot believe this happened today.

My new iPhone had been crashing 10 – 20 times per day and after waiting in line at the Toledo Apple Store for 2.5 hours the «genius» told me to try uninstalling Safari and if that didn’t work I could make another appointment. Since they were completely useless I drove an hour north to the Ann Arbor store and they tried to fix my iPhone multiple ways before submitting a ticket to the IT team. They still weren’t able to fix my phone, but I experienced the same crashes on all of the demo iPhones as well as the replacement I got. I think that it was just poor integration of the software and hardware that cause the plus version of the phone to constantly crash, but at least the employees at the Ann Arbor store did what they could to address the problem.

What’s the point of making an appointment? I am at the store, waiting for more than 20 minutes to meet a technician.

I received an email about a poor quality issue with the 6 plus camera. I made an appointment arrived early and checked in without incident. My report was entered timely and the quoted time of returning my phone to me was met. However my phone was given to the staff with a clean screen having been just removed from my otter box case by Bobby. When I received my phone back the screen had lots of prints and smudges. I’m thinking for the price of the phone a microfiber cloth should be in the staff pockets to offer a better experience for repair customers.

My daughter consistently gets good service here whenever she has a problem with her laptop or phone. This remote father greatly appreciates the Technology Safety Net that Apple and this particular store location provide.
I’ve visited the store a few times myself and have enjoyed the browsing experience. But mainly it’s the good support and service that my daughter receives that I want to highlight in this review.

A pretty small Apple store but they fit in quite a bit in this store. I came here for an issue I had with my Mac. I had an appointment but I was more than 30 mins early but they were able to squeeze me in early anyway. The guy I met with (I refuse to call them geniuses) was really good and was able to fix my issue real quickly and also set up my Apple warranty at the same time. This mall is not the nicest in metro Detroit but they seem to have it together at this Apple store.

The customer service is excellent and they certainly do their best to make sure you’re not left standing around, but that doesn’t mean there are not a few minor misteps.
First the good. It’s really impossible to go to the apple store without staff being friendly and willing and able to help. This is certainly what I found on 1÷29÷15 when I went there during lunch and found the place packed with more apply employees than customers. Though I think this is largely due to the fact that finding this apple store not positively overflowing with customers is pretty rare. I guess I was just lucky.
As far as products go, they have apple products. However that was to be expected, they also have really neat products that were rather unexpected. For instance the philips programmable light bulbs look really hot and after a chat with an apple employee I’m pretty sure I’ll be looking into these further to see if they can fulfill some of my home lighting needs. Who ever thought I’d find that in an Apple store?
Now on to my complaints. As much as I do love apple products, they can at times be frustrating. For instance, I love my 17 inch Macbook pro, but can I replace it with a new one? No, they stopped making them. I’d consider a tablet that could replace my pc, but good luck getting an Ipad to do office and visual studio. So there are some product limitations.
Finally back to the apple store with more employees than customers. I have at times been here and had to wait over a half hour for service, even when I had an appointment. So while I know that now I was in and out, there are times when the service is slow to a crawl. I guess that’s the price of popularity.

What a disaster! They have eager young employees, who do NOT know what they are doing! They sold me a locked iPhone, when my specific request was for an unlocked phone! I was looking for an iPhone 5S. They ran us all over town trying to get us set up with our carrier. On this little journey, we found an independently owned store, who sold me an iPhone 6 for more than $ 100.00 LESS than the Apple Store at Briarwood, and quickly hooked me up with my carrier. I had to drive across town to return the 5S! It should be noted that there is no place to sit down in this store when you’re there for a very long time. I tried to move an unoccupied stool from one area to another, but was told I had to leave it in it’s place. Unbelievable.

It’s an Apple store of course it’s great. But the day I have to wait in a roped off line stretching down the mall for the newest iPhone is the day I gas myself. Really people you have nothing more in your life than the new iPhone 6 I can wait for the 6 s a few month later then what yours is old and shitty compared to mine

I came into the Apple store without an appointment and was told it was going to be a 45 minute wait, I said that was fine fully expecting to wait that long. I opened up my laptop to work on some homework and an employee came over and plugged in the computer to charge without me asking. About 10 minutes after sitting down I was greeted by a technician and moved over to another area to be assisted with my computer. The technician was super friendly and relatable. He tested my computer battery life, and it was still good. Then he checked to see if I could get the casing replaced on my Macbook, but it was no longer under warranty. He gave me a number to call to see if they would make an exception. I told the technician about my charger issues and he sold me a replacement with a 3 month warranty for $ 65.00. He also showed me the correct way to wrap around the cord when storing or traveling, that was cool! I also told him about my charger issue for my iPhone 5 and they replaced it for free! It was a great experience. After leaving the store I called the number and spoke with someone about replacing my casing for my Macbook. They were willing to waive the fee and sent an email to me to bring back into the store. Justin, an Apple Senior Technical Advisor on the phone was so polite and helpful. We had a great conversation with a ton of laughs. I love Apple because they’re always consistent from their products to their customer service! I will be an Apple Customer for life!

Had another top notch customer service experience at the Apple store. Upon first glance this place seems overwhelming and crowded but they have a TON of staff and they communicate amazingly with one another so it runs like clockwork. Someone greets you at the door, checks your appointment time, then relays your arrival to someone from the genius bar who takes you over to your rep. It all takes less than a minute and you’re on your way to a repair.
My iphone 5’s battery was on its last legs. Luckily for me I saw that Apple was running a replacement program for 5 batteries (they found them to not be performing to standard). When I read this I immediately went to the Apple website to investigate. I typed my phone’s serial number into the replacement website and saw that I qualified. Another few quick clicks later and I had an appointment at the Genius Bar the next day to get it replaced.
I showed up at my scheduled time right on the dot and they referred me to a rep who walked me through the process, checked my phone out to make sure the battery was underperforming (it was) and then took my phone to the back for the replacement.
It took about an hour and a half and I am loathe to report it was excruciating. Not because they did anything wrong but because I am totally, completely, painfully addicted to my phone. Luckily I had a bunch of stores to browse in to distract me but man, it sucked. I wasn’t wearing my watch so I didn’t even know what time it was! I just had to keep asking mall clerks for a time. It was like my teenage years in the 90s at the mall all over again, only this time I was waiting to get my electronic fix back, not waiting to meet my mom in the parking lot.
After an hour and a half I went back and she was all ready to go. They delivered my baby back to me quickly and one finger tip signature to confirm pick up and I was out of there. Happy to report after a couple of days I’m no longer experiencing the battery issues I once was. Seems like this one will last me until my next upgrade rolls around early next year. Hooray!

The only reason this store has won me over is because of Cole, one of the Genius support guys who I’ve gotten twice now and is great. Otherwise, not a great experience.
Twice I came in to buy something and decided to leave because I was being ignored. I went in first to buy an iPod and was standing by the counter with the iPods looking at them and also staring down employees for seriously 25 minutes before I gave up. I went to Meijer and they actually had them there way cheaper so I bought one.
The second time, I stood there for 20 minutes to try to buy an iMac and finally had to interrupt a conversation to ask for service. It took another 7 – 10 minutes to finally be greeted by somebody who could help me.
Some huge pros and cons of this store but it’s so busy and so many people walking around, you’ve never going to get noticed if you want to buy something.

We went here on a first-​grade field trip to learn how to use iMovie, and it really exceeded my expectations. We divided up into groups of 2 – 3 people, and each group could choose to work with an iMac or an iPad. There were five Apple staff assigned to our classroom, and they were incredibly friendly and spoke to the kids at their level. We learned how to shoot video footage for our iMovie library and how to edit. Every child got a t-​shirt, their own set of ear buds and a flash drive bracelet with a copy of the iMovie they made. Each chaperone got a copy of all of the trailers that the kids made. We spent two hours in the store, and it was a great experience.

I love Apple yea prices are a lil high but the products are amazing! You get what you pay for!

There really aren’t sufficient words to express my gratitude towards the employees of the Genius Bar.
I always enter the store like a grump: irritated that one of my numerous Apple products is having a hiccup and bothered that I have to take the time to get it fixed. Then I realize that I’m getting free technical assistance with my products that work 10x better than my PC and Android ever did and the employees have never failed to correct my problems in a speedy and friendly manner.
Plus, I always leave learning something new. Backup drive? Apparently I needed to start backing up my files. Super tightly wrapped cord? That breaks the cable over time.
Thank you, Genius Bar, from the bottom of my cold, exhausted, law student heart.

Wasn’t a great experience. Asked about the MacBook Pro with retina defect and the salesmen didn’t know what I was talking about. We bought one anyway to take home to see if its the model with the LG screen. If it is the defective one with the bad retina screen we will have to drive back here and return it.
Wouldn’t be that bad but I had to drive 1 ½ hours to get here. The salesmen didn’t help me check, just wanted to ring me up.

Oh man…
CROSS TRAIN YOUR STAFF!!!
Apple makes a quality product. I rarely have to take anything in but my luck turned sour just after Christmas this past year. I had to go in twice for two different products.
I have such a hard time seeing «sales staff» stand around while I wait for someone to grab a replacement phone for me. It drives me CRAZY. If they would cross train the staff I think the service would be so much better.
I arrived ten minutes early for my appointment and sat there while 6 employees chatted about their day. They were unable to help me because it wasn’t their job. So I waited. Just after my appt time a lady said she could help me. I wish she wasn’t still in the middle of helping another lady with her laptop.
I would rather wait than to feel like I’m playing tennis with the technician. She bounced back and forth between the two of us the entire time. No one wants to feel like they don’t have the full attention of the tech. She grabbed a new phone, helped set it up, all while answering computer questions for the other customer.
Great products, mediocre service