Apple Store

I went in here a few days ago because my iPhone 6 was not working properly. I got an appointment.
The bad:
— My appointment was at 12:40. I showed up at 12:30. I wasn’t seen till 1:15. ONLY REASON For 4 stars and not 5.
The good:
— When I was finally seen it was totally worth it. Colin Maynes took me under his wing and we started chatting about my phones problems. He was very intelligent and knowledgeable about Apple products. I was very lucky to have him help me. Colin treated me very well and I really appreciate good customer service that’s why I’m really writing this review. He should be promoted. There has only been a few times in my life have I had such good service in a retail store. I never met Colin before this visit. Next time I have a problem with my apple products I’ll make sure to speak with him specifically. This is a five star review for Colin. It wasn’t his fault for the tardiness in my service.

First off I was late for my appointment– my bad. But the way I was treated by Karri was bad. I apologized for being late. I explained that I was only here to give the this 6S and pick up a new one. She said there was a 30 min plus wait. I asked it I could just make the exchange– apparently there are legal documents that need to. E signed and then ended by saying that they would be helping the people who showed up on time for their appointments before me. WOW. I thanked her for being so understanding… Really

a two hour wait to have a tech simply look at the new Iphone I bought a week before that stopped working. A 2 hour wait… Never again will I buy an apple product or set foot in this store. I suggest you change your model to actually allow you to serve walk in customers to your store.

Go to city creek instead. Waited 4 hours, went through their very long process to repair phone screen. Then they took it, and then they notified me that the calibration machine is broken so they can’t actually repair screens today, so could I come back another day to do this again? Yikes.

So I made an appointment to get my screen replaced, the lady said they might not be able to fix it since it was broken and that I might have to buy a new one for $ 300. So I come back when the allotted time was up and the guy that greeted me started talking down to me. I’m not tall and he bent down to get eye level with me and started acting like I was a child. Then he proceeded to tell me that I had never checked in and that I didn’t have a phone in the back being repaired. So after about twenty minutes arguing with the guy he finally goes back to see. When he comes out there is nothing in his hands and he doesn’t even come back over! So I go and find another person to help me. This guy goes in the back and brings my phone and another phone to me because they couldn’t fix it and I had to purchase the new one. Okay, that’s fine I don’t care about that. So here I am, two days later and my brand new iPhone 6 plus is broken and the screen won’t work. I go here all the time and never once had a problem except now.

This place has the WORST customer service. I signed in with a person, received the text that they were ready for me, I rechecked in with a person, say where I was told to sit. Got another text I was up and then another text o was bumped from line because I hadn’t checked in. Went and rechecked in and now it’s been 29 minutes after showing the person I have been sitting in the exact place he told me to wait. RIDICULOUS!!! I am beyond pissed now. Never again will I step foot in this joke of a store!!!

Last July, I obtained an IPhone 6 from the Apple Store in Fashion Place Mall. This past week, the screen to my phone cracked and so I made an appointment with the Fashion Place Apple store to get the screen replaced. Upon my arrival, I spent half an hour waiting to be seen, before an Apple associated helped me. The associate indicated that I should come back in 90 minutes and I could pick up my phone with the screen replaced.
I came back to the store at the allotted time and the associate came out with my phone and informed me that my phone was a «fake» phone and as such it could not be fixed. I was extremely confused and frustrated by this news as I had obtained the IPhone from that exact store and had never taken it to any other store for any type of repair or maintenance. I started asking this associate a number of questions, but they informed me that their shift was over and that someone else would have to help me.
I then waited for another 20 minutes at the store before someone else finally came out to ask me what I needed. They proceeded to go talk to a senior manager of the store who finally came out to talk to me 15 minutes later. This senior manager informed me that my phone had a number of third party parts and as such was not an authentic IPhone. He further indicated that they would not be able to service this phone and that it had no trade-​in value. He implied to me that I must have taken my phone to a non-​authorized dealer to repair my phone at some point during its life.
However, this is simply not true. My phone had never been serviced since the date it was obtained from the Apple Store. Furthermore, our family has never taken any of our Apple products to be worked on by anyone other than authorized Apple dealers. As I explained this to the Senior Manager of the store he told me that what I was telling him was impossible and I must have made a mistake. In essence he was calling me a liar and refused to admit that his store or his company could have possible made a mistake.
I continued to express my frustration with the situation, because now, because of a fault by the Apple Store (either a shortcut in their system checks before giving out a phone, or due to a dishonest employee), I am left with a «fake» Apple phone that they gave me and are now telling me cannot be fixed and has not trade-​in value. After I could tell discussion with the senior manger was going nowhere, I requested to talk to the next line of customer service. He then referred me to a call in service at the Corporate Offices so that I could explain the situation to them. I thought that this Store Manager was being very unreasonable and surely if I explained what happened to someone at the Apple Corporate level, they could help resolve my issue in a just and fair manner. The Manager gave us a number for Apple’s executive customer service team.
We then proceeded to call the Apple Executive Customer Service team on multiple occasions to explain our situation to them. The member of this team who we worked with continued to say taglines such as «I understand that this must be frustrating to you…»; however, he did nothing to resolve the situation or to try and correct the situation that had happened to us. After a number of frustrating phone calls with this customer service representative, we were told that there was nothing that they could do for us.
Throughout this process, we were talked down to, indirectly accused of lying to them, and passed off as unimportant time and time again. The company refused to admit any chance of a possibility that they could have messed up and given us a bad phone. After spending hours of time trying to get Apple to do the right thing and correct the fact that they had given us a «fake» IPhone, the company refused to help us out in any way.
This has been the worst customer service experience that we have ever experienced from any company in our lives to-​date. Due to this sour experience, our family will not purchase any Apple products in the future. For such a large company that prides itself in its product and customer service, they failed on both accounts. We find the way that this situation was handled was unacceptable and as a mater of principle we cannot support a company that does not value its loyal customers.

There are employees all around but the organization is terrible. Why should have been a simple fix had taken me 4 hours and isn’t complete yet.
I understand that some of it is computer diagnostic issues but I stayed in the store and was ignored for over an hour.
Perhaps offer a bottle of water if I have to sit here on this hard stool for hours with employees that tell me I have to just sit it out without further explanation.
I think I’ve seen an entire shift change of employees and 4 different people have helped me. I don’t know the name of a single one of them. I got Mac products to make syncing my life easier and all its done is waste my rare day off.
This apple is rotten.

Just had another disappointing experience at the apple store.
Brought a defective phone in for a swap, but the staff didn’t seem to want to wait until the phone was operational before leaving me for the next customer.
I’ve been here an hour and a half and have yet to get a working phone. The highlight was an abrasive, arrogant staff member named Manny who brushed me off like lint from a top coat. Guys like Manny have no place in customer service, let alone a store that tries to pride themselves on customer service.
Thanks Manny. I hope this is reflected in your next performance review.
And, I still don’t have a working iPhone.

I intensely dislike when people are crooked with me. Today I went into the Apple Store to get my iPhone fixed. After waiting 20 minutes to get my appointment started at the Genius Bar, I was helped by a guy named Dallas. I was told my phone was bent and that basically it was my problem that the phone was broken. I’d been having multitouch issues but that was beside the point, because apparently my phone was bent. I hadn’t dropped it in water or at all really, but that was the reason I was given of why I couldn’t replace my phone. I went back to the Verizon store to try to get it fixed. Verizon guy sent me back to the Apple Store and told me my phone was not bent. Went back to Apple Store, met with manager who poorly explained why I had to pay $ 300 for a new phone, for a phone I didn’t break. I’ve only had it for less than 6 months. He apologized for Dallas not explaining things better earlier, but no compensation was made.
Customer service is everything. This store handled this situation so poorly, as I spent 4 hours today trying to figure out why I had to spend so much money on a phone that I didn’t break. My best advice would be to steer clear of this store if you don’t want to spend a huge chunk of time trying to figure out a very simple solution to a very simple problem.
In regards to Apple in general, I’m very disappointed in them, as I found out my old phone had been refurbished and made with old parts by Verizon, but Apple allowed them to sell phones that are pieced together like that. When I bought my old phone, I was told I was getting a new phone. Integrity matters people. You may make more money off of us when you lie, but in the end it’s customer service that will keep the dough rolling in.
But either way, kudos to you from my new $ 300 iPhone, idiots.

I’ve been a Mac guy for the past 12 years but I think I’m done. The product is great but you pay a price for it and the customer service is horrific. Too much demand I suppose. I’m going to switch to pc and Windows and see if I can handle it. As far as this Mac store goes please take this in a good way but you are not very helpful and amazingly condescending because I suppose you’re selling Mac. Frustrated.

Wow, is almost all I can say. Why is it that if you know exactly what you want you have to 1) find a person to help you 2) once you’ve found a helper, they direct you to a person that will take your information and put you on a glorified «take a number» list and then wait and wait and wait to spend money in the store. You would think stores like this would get it. If people want to spend money, let them. Don’t make them wait around. Hire a couple more people where they sole focus is taking money from customer in exchange for goods. Sounds simple right? It’s almost madness to think of any other scenario. If you can’t get that part of a business right then there is no reason to have a rating above 2 stars.

Honestly, the Apple Store’s over all have been better. When I come in here, I don’t expect to be ignored based on my assumed wealth, that’s what Best Buy is for, I expect to get some solid customer service. I’ve been pretty curious about the Apple Watch recently and went in twice now to get some more information and some hands on learning. The first time I was there, I wasn’t helped after waiting twenty minutes and asking for help when they weren’t all that busy and the second time I was finally helped out for about five minutes after waiting for fifteen again. While the guy helping me was helpful, he clearly had other places to be so I let him know I’d figure it out. Overall, I think the popularity of Apple has brought down their overall customer service model, but it’s still VASTLY better than most other retailers.

It’s an Apple store, and I’ve never been in one that didn’t deserve five stars. I was in and out in a few minutes, and had a friendly and fun chat with an employee while waiting.

I’m a big Apple Nerd. Anything Apple makes, I tend to like a lot. It’s hard for me to pass by an Apple Store and not stop by. I love everything from the iPhone to the MacBook to iPod, iPads etc. the store layout is awesome and the staff are usually very friendly. Love their Genius Bar support section. It’s convenient to make an appointment and show up with any questions or any help that you may need. Their workshop classes are very good too for those who want to get the best out of their device.

If you want help with your Mac device save yourself time and gas do not go to the Apple store in Murray UT ! I drove 30 minutes one way to try and resolve an email issue I left the store not any better off than when I arrived.
They are getting 1 star only because I cant leave zero stars, due to the fact that no one even attempted to help me at their so called genius bar. I’m not sure what they are genius at, but from what I observed their specialty seems to be avoiding customers.
After flagging an employee down he asked what I needed help with. I explained I needed help setting up an Imap email as my outgoing mail was not working. He made me an appt and when I came back I was told they could not help me with my problem and that was a mail issue that they can’t fix. This «genius» told me they would do the same thing I already tried. I thought these people are the experts. Their genius bar implies they know things I do not, which is why I wasted gas and time thinking they would know something about my problem or in the least attempt to help? I received some of the worst customer service in my life, and wasted my lunch hour thank you Apple Store!
With steam coming out of my ears due to the fact that I wasted my lunch hour and gas to get this so called «genius» help with no resolve, I decided to give apple support over the phone a try. They were awesome and resolved my problem with patience and understanding that I had a serious issue. The problem ended up being that my new Mac had somehow been infected with malware and was causing me a major headache, and almost caused me to switch to a pc because what seemed like a simple problem numerous people were unable to solve. Not only did the apple support on the phone solve my problem, but I learned a few things while on the phone with the real «geniuses». I will use apple support over the phone every time from now on.

All Apple stores are the same except for the customer service. That’s why this store has excellent Customer Service. The associate here are knowledgeable and efficient. I’d do all my Apple needs at this store. Thanks guys!

This review is in reference to the Genius Bar. I’ve gone into this location several times and have been very happy with the service I’ve received… Than they must have had a change in management or something new because the last two times I’ve been at this location for help, they’ve been rude and disrespectful to me. The first time I had a button issue and the gentleman helping me made me feel like I had wasted his time. Very off putting feeling. I felt like that was a fluke and didn’t think much of it until I went back with a battery problem this week. A different ‘genius’ came to help, but help he did not. He wouldn’t listen to my concerns and essentially told me the data didn’t show a problem, so there wasn’t a problem, and therefore continued to ignore what I had to say. Very rude, un-​customer service like, and I left after feeling extremely disrespected.
I adore apple. I believe in their products. Anytime I’ve used there phone customer service or at other stores I have been respected as a customer. After my experience at this specific store I will not go there again. Apple definitely needs to train their store employees in a different way.

This place is SUPER busy. Even the bay area Apple stores are not this busy (from my experience). This place was swarming and buzzing with customers when I arrived on a Saturday. In particular, the genius bar was full and the genius’ were busily helping multiple customers at a time. I’ll have to hand it to these guys/​gals for keeping their composure and being helpful despite all the demands!
Overall experience: a typical Apple store although much busier.
Genius wait time: My appointment was for 2:30p and I think I got helped around 2:34p. Not bad. I showed up around 2:00p.
Genius experience: Did they solve my issue? Somewhat. But not definitively. I guess that’s the problem with logic board issues.
Side note: Fashion Place mall is busy. I would avoid this place as well as the folks driving in the parking lot are reckless and don’t look before they turn etc or follow typical traffic rules. So if you value your car, don’t come here on a Saturday.

Whats not to love right? I suppose most Apple Stores are about the same. This store is pretty centralized in the valley, so it os always busy. The staff is great and they are always eager to help. I think i prefer the location in City creek a little better, as there is generally leas people. But this is closer to the house. Today I am upgrading to the iPhone 6 Plus… Big step from the 4S… Should be interesting.