Apple Store

The Apple store in Boulder is absolutely the worst customer service experience I have ever had with Apple. Makes me want to turn in my MAC and other Apple products and go PC. I have usually had very good experiences with help from the genius bar — the two times I have had to go in over the last 10 years or more.
After an El Capitan OS upgrade (issues are all over the internet with this OS) that results in my computer — that I use for work — crashing every few seconds I thought I would go into the store and have my issue assessed and resolved. Instead, after multiple customer service snafus — like the reservation person not taking my number down correctly and in turn not texting me for my appointment — I saw a kid who seemed more interested in the image of working in an Apple store than helping me resolve my problem. I also really got the impression that he didn’t really know what he was doing or couldn’t spare the time and energy to figure it out.
On the second visit, after trying the fix he suggessted didn’t work and the problem continued — I got the same kid who basically told me that there wasn’t much he could do due to third party software — such as Adobe CS etc. — that it wasn’t the OS — and said «Good Luck» when I didn’t want to wipe my MAC clean as the fix.
I buy Apple products because they are reliable and have served me well AND because of the support. I have heard of multiple complaints about the Boulder Apple store as being a wasteland of entitled, unprofessional millennials who are unhelpful but now I have experienced it myself. I haven’t had this issue with Apple in California or in Denver.
I am very disappointed to say the least. My MAC is still a mess and according to the Apple «support» staff «genius» I guess I will have to figure it out on my own and hope for some good luck because he really wasn’t able, nor did he want to spend the time, providing decent customer service or technical support.
Thanks Apple!

Employees here are friendly and skilled. They do not push products on you and deal with angry customers very well. This Apple Store is gorgeous and much less busy than Park Meadows or Cherry Creek!

Spoke with the manager regarding my experience after I filled out the online «how’d we do» survey. I left them with an abundance of 0,1, and 2 ratings out of 10.
He didn’t offer any compensation for the major clusterfuck that we endured. Next time I’ll be going to Simply Mac in Fort Collins. Major brain damage.

I had a great experience at the genius bar today. They resolved my issue quickly and painlessly. I had spent 10 hours talking on the phone with applecare and gotten nowhere. 10 minutes in the store and the issue was resolved. They really turned the service department around at this store and they’re doing a great job.

I’ve been to the Boulder Apple store a number of times, and just hate how LOUD it is in there. Trying to conduct a conversation with anyone, be it someone I’m with, a sales staffer, or worse — a Genius Bar rep, is nearly impossible. Sure, there are probably times of the day, and days of the week, when it’s quieter, but I’ve rarely had the opportunity to find these.
I have had some good luck when having to make an appt. with the Genius Bar reps, but not always. A few years back, I had a PowerBook laptop that kept crashing on me. The Motherboard was bad. The first time it crashed, and I couldn’t get it to come back up on my own, I called Apple on the phone, as it was under warranty. The Tech Dept. rep tried to help, even escalating it to their highest level, but no luck. So, they sent me a refurbished PB (#2) and I sent them the old one. Two weeks later, the same thing happened. I called Apple again and they sent me another refurbed PB (#3) and I returned PB #2. Less than a week went by and PB #3 froze up too, running very hot and it was smoking as well (don’t know if those fumes were carcinogens, but I’m guess they were). This time, I took it to the 29^th St. Apple store, because I was leaving in a week on a 3 week business trip and badly needed my laptop to be working. The told me it would take a week to fix. I told them I needed it in 5 days, as I was leaving early on day 7 and needed at least a day to verify it would work and transfer documents from my Mini to it. They said they’d have it done in 5 days.
I came back at almost the end of day 5, and guess what? My PB was never even looked at! It was sitting in a pile of laptops needing repairs with mine being pretty close to the bottom. Man, was I ever pissed off! If I was a cartoon character, you would’ve seen my head getting bigger and bigger, and redder and redder until it EXPLODED! Just kidding. I actually started to choke up while speaking as calmly as possible. I thought I might even cry, if necessary, but I didn’t have to.
The Genius Bar rep apologized profusely, but said their repair department was obviously, seriously backed up. I told him that was not alright with me, explaining I was leaving in 36 hours for a 3 week business trip! My warranty was still in effect and they should have notified me of that issue when I brought it in, or within a day or two, not when I was there to pick it up. I continued saying they needed to make it right, and right now. I explained that I’ve been an Apple/​Mac computer owner since the early 1990s, having bought them for myself and my 2 kids multiple times, as well as having converted many friends, family and customers to Apple/​Mac computers, and even did programming for them back in the 1980s and early ‘90s, and I did programming and consulting for several software companies too. He asked me to wait and went to speak with his manager. The manager came out and said they were terribly sorry about all the problems. He explained it was likely another bad Motherboard and possibly a battery issue (the battery had been replaced on my first PB twice, under warranty) and would I accept a brand new laptop, a MacBook Pro. Well, who wouldn’t? So, of course, I said yes, but now they would also need to transfer all my data from one to the other. They did that in under an hour. That MBP lasted me 5 years, until I decided to go with an Air in 2011. I really needed something lighter to lug around. The MPB was so heavy!
Since then, I’ve only been back in for minor things, such as to buy a Time Capsule, get parts etc. I just can’t stand dealing with the sales people anymore. Seems they never understand my needs, they don’t have what I want in off-​the-​shelf merch, and I really find standing around talking with them to be a pain in my back, knees and feet. Not to mention how loud and crowded it is.
Thank G-​d the MacShack is still in Boulder, and Boulder Mack Repair too. I so much prefer to go to either of them when I need anything Apple related. I just wish MacShack had free parking and a better store. It’s so nasty in their basement store.

I don’t want Apple to think I just bum on their stores, so I am reviewing this place honestly. It rocked! I scheduled my appointment, got helped, dropped off my phone, was very pleasantly treated by staff, all sorts. It was the exact opposite from my other experience. I will go to this store in the future. I really liked it.

disappointed by false report that one of the Staff wrote. We had to deal with three different stuff members. The staff failed to live up to Apple standards in any way. Quite odd that a single location provides poor service when so many other Apple…

This marks the absolute fastest, most stress-​free Apple Store trip I’ve ever had! The staff were efficient and helpful — awesome work!

Another disappointing trip to the Boulder Apple store. The staff failed to live up to Apple standards in any way. Quite odd that a single location provides poor service when so many other Apple stores are so wonderful.

So arrogant. Tried to make me feel like an idiot. I like Apple stores way better in other cities.

You can never just get help w an issue. The wait just to buy a computer was 40 mins. Went to best buy.

I was in because I am an old lady and I do not know how to work my iPhone. I had the pleasure of meeting a sales person by the name Josh R. and he was really helpful. He took the time and had a lot of patience for all my confusion and questions. He took me step by step to show me how to use my iPhone to it’s fullest! Thank you Josh!

I don’t know what it was, or what happened. It might have been the smell, maybe the color, i’m still not sure. But the second i stepped in here i just got so scared. A raw feeling of defenselessness ran through me, and i ran away.

Terrible customer service. The greeter at the store was nice and helpful and told me that with apple care I could exchange my computer charger that was under warranty. After I spent 20 minutes retrieving my information for my warranty the guy at the back of the store tells me that apple care doesn’t cover chargers and that I need an appointment and they don’t have anymore for the night. Both employees at the back of the store were rude and not helpful at all. I expected a lot more from apple.

Not happy with some of the employee’s attitudes there. On more than one occasion I have received blunt, arrogant answers to my questions. When i asked an employee over the phone if a certain payment process could be done he blunted responded «thats not gonna happen»…ok but you didn’t have to say it like that, a normal person would have said «I don’t think we can do that, but let me double check» and then apologize if they cannot do it and help me find an alternative. I was once an Apple employee myself and distinctly remember them training us on empathy and being helpful, not on how to bluntly shut down people that need assistance.
All this being said, I have dealt with some nice helpful employees at this store, but it seems to be a crap shoot on who you are going to get as my experience has varied every time I visit.

I’ve now been here 3 times to resolve the same issue.
Apparently it takes a ‘genius’ 3 tries to diagnose a failing hard drive.
Mean while I’ve been sent home twice telling me my computer is fixed.
Turns out, it isn’t… and I lost EVERYTHING.
To top it off I get to pay for an overpriced hard drive.
Did I mention that the second genius gave up and abandoned me because she was scheduled to provide ‘phone support’ ?
I love apple products, but the customer service is swiftly heading downhill. At the premium prices they charge, customers expect a premium customer service experience.
I’ll continue to buy and love my Apple products, but I’ll think twice about revisiting this Apple store.

I am writing a review to thank our sales associate Joel from Lincoln Nebraska for being so kind and genuine. We were in this store to purchase 2 laptops for our nonprofit and he asked us about what we did. Not very often do we get asked about nor are many interested in what we do when talking to a salesperson. We were so blessed by him. Apple, thank you for hiring people of this caliber. Today you get 5 stars!

This place exemplifies how big companies don’t care for their customers and their customer’s time.
Bought an iPhone 6 and its WiFi didn’t work. Kept shutting off on its own (my wife’s phone worked fine in the same location at same time). Was told by apple phone support that I would need to exchange it, but they couldn’t verify if the store would have an exchange unit available. I didn’t want to send it back to apple and be without the phone for several weeks.
Called the nearest store, and they said they couldn’t confirm weather they would have a unit to exchange or not. They said inventory was always changing and to come in.
Drove to the store which is an hour away. Told the lady at the door what I needed and she had me wait for a sales person to handle the exchange. The sales person said they had no unitsm but to head to the genius bar, as their inventory was separate and they might have units.
Waited in line for the lady at the genius bar and asked her if they had any units there. She said she would have to put me in the queue and have a genius help me. The wait…2+ hours!!! What!!! Just to find out if they had any stock at the store or not.
I asked her to just check if they had anything, and she said she wouldn’t as it was a «security issue». Have no idea why… but seemed like BS to me.
I told her I didn’t want to wait 2 hours just to find out they didn’t have any units, and she said that I would have to wait, or make an appointment and come back some other time (another hour drive to the store, and hour drive back).
So far this sucks. I can’t convince her to check the inventory before I wait. I can’t believe that a company as advanced as apple has no computer inventory system. That just boggles my mind.
Anyway, I decide to wait. And sure enough, after 2 and half hours in the store, the «genius» says they don’t have any exchange units. SO ANGRY!!!
In contrast, I went to home depot to pick up a light bulb for less than $ 5. I couldn’t find it. Asked the sales person who said they would check the computer, and in less than 1 minute I had an answer.
So lets compare… buy a light bulb for less than $ 5 and expect better service than after buying an $ 800 phone from crApple.
Thanks Apple for wasting my afternoon!!! I love your products, but HATE your customer service.

When my Mac decided to crash OUT OF NO WHERE yesterday, I obviously panicked and drove right to the Apple store…
First of all, right when you walk in, every single staff member greets you and asks you if you need help with anything. Because I needed a technician to look at my computer, they sent me to the back to make an appointment. There was a line, but one of the Apple guys asked me if he could help me. Without ever even making an appointment, he got right down to fixing my computer.
Long story short: They ended up fixing my Mac (thank goodness) and for a really not so bad price for what the alternative would have been!

Went into the Apple store last night when I noticed that my speaker was no longer working (I could only hear things with headphones). Justin the manager was eager to help me find out the problem and get me set up at the genius bar.
I got all set up with an appointment and was planning to come back later that evening when Justin returned with my phone in full working order (turned out it only needed a burst of air to get the phone to realize headphones were no longer plugged in).
If only customer service could be this great at every store.