Apple Store

Like other that have described their poor experience with Apple customer service/​genuis bar, I too had a bad experience.
I have a cracked iPhone 6 screen, just need to drop the phone off so the screen can be replaced and I can pick it up when they are done. How long can the drop off take?
I had an appoitment at 10AM when store opened. Still, after checking in and sitting at the table I had to wait another 15 minutes for someone else to tell me it will take about another 15 minutes before someone will be available to talk to me.
What is the point of making an appointment then? If you can not fulfill appointment obligations, don’t have an appointment system!
This is not my first time at Stanford apple genius bar, it was the same last time. It seems to me Apple just does not care about customer service… never has, never will. And if I think about it. it makes sense… if you were Apple, what motivation is there to have good customer service? Zero… if you still will buy Apple products and services, there is no financial motivation to invest in good customer service, who at Apple would care?
So, there it dies.
Oh, my story… I got fed up waiting and decided ‘I will fix my iPhone6 screen myself’ and walked out after waiting ½ hour to just drop off my phone.

Very bad customer service! Terrible store manager! Treat customer like idiots and keep saying «you don’t understand what i mean… blah blah blah…» «do you understand?» «can i talk to your husband?» A retail store manager acts like an axxhole! My phone should be fixed within an hour as they initially said but waited, waited, waited… if we knew it’s more than an hour, we would go home and pick it up next morning. Just replacing the screen as they said «everything else» works fine. After hours waiting, they said that the phone «is not configuring» and they will just give me a new phone and for me just «need to pay for the screen». Acting like do me a favor?! The manager was like «option 1, you pay for the cost of screen and get the new phone and option 2, leave it tonight and pick up tomorrow» I want my old phone with the fixed screen! I said «Okay, I will pick it up next morning». He was not expecting that answer. He said «you okay with no phone tonight?» I’m totally fine with that. I asked when I can pick up next morning, the manager was upset and said «we open at 10 a.m. and you can come after the store open.» Then I said «Okay, so it will be fixed tomorrow morning, right?» Then he said they will try to fix it but it’s most likely it’s not going to work. Okay, then it is no other option!!! Don’t act like you do me a favor! Don’t talk to me like I don’t know what’s going on! You broke my phone and you admit it. But NO, then they (the manager, a guy claimed to be a tech guy) said phone has some problem and they can’t figure out why. «It’s possible you break it!» So now you blame me for break my phone while previously you think it’s just the screen problem! I just can’t believe these people. I want my old phone! But I now have to spend hours to restore everything. Apparently, something went wrong while replacing the screen! Apple should pay attention to who they hire at the retail store! This guy, supposedly, the manager has NO customer skill and BAD attitude! And apparently, he didn’t know the tech aspect but act like he does!

I never thought there would come a time when I would give a truly poor review of any Apple Store, or anything that had the words Apple, customer service and bad in the same sentence. After all this was a company that prided itself on sterling customer care. But times have changed at Apple and its reflected in the way I myself have been so poorly treated lately, especially at the Stanford store.
It all started when I brought in my iPhone 5s because it wasn’t operating properly. I made the appointment with someone at the «Genius Bar».
To make s long and painful story short, I was told by the Apple person that my phone would have to go back to its «new» self again so that the problem could be fixed. But the Apple genius failed to tell me that certain things could get wiped away forever, and forever to me was a voice memo of my Father’s memorial service. He just died at 103 and I will never be able to hear it again, because I trusted someone at Apple to know what they were doing.
But even after all of that, I guess I was stupid enough to go back the next day and try and buy a MacBook. I brought my old laptop in as I was told to by another genius, even though it’s extremely heavy and I am disabled which makes it difficult for me to bring and in the middle of my asking s question about some of the capabilities of the machine, He told me he had to meet with some other employees and he would see if maybe someone else could help me!
Apple has become what it had always purported to rail against, elitism. I personally have lost all faith in this company and went so far as to sell my shares of Apple stock.

Two years later, alas — I finally experienced what many before me have complained about.
I already had to wait about two hours to get my cracked screen replaced (and that was WITH a Genius Bar appointment). I came back at the designated time for completion, only to have to wait another hour. Not only that, but the person who had initially helped me out was like 5 feet away from me and did not even bother to acknowledge my presence. I’m not saying to kiss my ass or anything but shit, if I have to be here for another hour past what I was told, at least try to make it look like you care enough to check in on your customer or something.
Kind of a shame; I generally get pretty awesome service here, but I guess everyone has to graduate from retail to a full-​time gig at some point and get replaced by some asshole high school kid.

While the employees are friendly, I’m currently 1 hour and 10 mins in to finding out whether my phone will be covered by my AppleCare+ Plan or not… I would hope the employees here do not treat all customers with this untimely service.
EDIT: Upon waiting 1.5 hours to find out that my phone would not be covered under my AppleCare+ Plan, I left the store rather angry. About halfway home I was called by Daniel (I believe) explaining how he was sorry for the dissatisfaction and I was asked to return to the store so that I could receive a replacement phone free of charge. I am changing this to a 5 star review because going out of your way to help a dissatisfied customer is of utmost importance.

It’s a cool store sticking out of concrete and airy with the glass walls. A great place to hang out and check out the latest Apple stuff. However, I feel that the service in the Palo Alto store is significantly better.

I had a Fantastic experience here. Thank you so much, David for your great support! I brought my old more than 5years old Apple TV and a remote which I bought in Japan. My remote didn’t work at all and he tried a new one but did t work neither. Also my Apple TV was too old so we cannot connect to the latest iOS PC. It took less than 1 hour but finally it was reset and it’s working perfectly now.

I haven’t had any appointments here to fix anything, I only came to browse their gadget selection.
The staff member who was assisting me was helpful enough in explaining features between all the Mac books but she also was unable to answer a lot of the questions we had. She must have been newer because she kept looking for the answers online.
It was late evening on a Thursday, probably and hour before closing. Though I do appreciate her giving us time to breathe and play around with the different laptops, I couldn’t help notice the other staff members playing video games and not assisting other patrons.
Apple as a chain, is alright. I think they have some misses in customer service (like all behemoth retailers) but overall the people are generally pleasant to deal with and are willing to assist.

This store sucks. The products aren’t far behind. I am currently writing this review as I have been waiting, and waiting and waiting… to pick up my laptop. I guess you have to wait for all the people who are here for the genius bar first before you can get helped to pick up a laptop that is probably a 5 minute transaction.
Ridiculous.
And the manager of this store: a total tool (blond guy who’s name was so irrelevant it went in one ear and out the other). Apparently whatever their iPhone tells them is fact and the person standing in front of them is fiction.
BTW, this is my 3^rd hard drive failure with a MacBook Pro and my 2^nd MacBook laptop in 6 years. Suffice to say this is my last.
Samsung for life.
Yes…I’m still waiting… Apple, get it together.

I broke my screen and LED of my damn near brand new 6 plus about a year ago, brought it here and they told me I would have to replace the entire phone at around $ 400 telling me my phone was ‘warped’ and they couldn’t fit a new screen into it. fast forward to last week, I wait a painfully long time at the Apple Store on university to replace it finally because I dropped my ‘temporary’ 5s in the toilet accidentally and although the wait was excruciating they were able to replace the screen after all for like $ 140. so for a year I was using a shitty broken 5s when all along this store had been playing me thinking I’d she’ll out the extra $ 260. F you stanford shopping center Apple Store, yall suck. and YA girl Wendy needs to adjust her attitude

So I had an appointment at 10 for my iPad and my «genius» tech was THE WORST. Her name is Wendy. Incredibly rude, incredibly condescending. Not to mention I was 3 days post tonsillectomy so talking was difficult. Being on pain meds makes it hard for me to be rude myself. After diagnosis Wendy, the «genius» tech had said something about something not related to my problem, and so I mentioned «oh but that’s not the issue my fiancé is having» she oh so rudely said «I’m just voicing a comment» in the most c**t-a-licious condescending manner. I was about to bring up the fact that she didn’t need to speak to a customer in that manner, but my voice was failing me. At the end I tried to shake her hand and she gave me the most disgusted and «you’ve taken up so much of my time» look. I’m not fucking contagious you c**t, I just had surgery!
Since I didn’t get much help from her I decided to see about getting a whole new iPad all together. The other three associates on the retail side were so much nicer, helpful, and easy to talk to. Maybe that’s Apple’s ploy. Have a complete bitch service my device on the tech side and when looking for help the retail side cleans up all the bitchy disgustingness.
Unfortunately I didn’t remember the names of the three Apple angels on the retail side, but I think one of their names is Oscar, a sweet sweet girl with long blonde hair, and the last man who is the true Apple angel is tall with short hair and glasses.

Went to this Apple Store for a screen replacement with an appointment, still waited 40 minutes just for a guy to tell me they couldn’t replace my screen because of a small dent on the bottom corner and that I would need to pay $ 300 for a new phone. Complete BS.
Went to Cupertino iPhone Repair right after. No wait; no appointment needed; no hassle. Replaced the screen within 15 mins! Highly recommend them instead of Apple.

This place sucks. Me and my wife were ready to get 2 iphones but there’s only one guy who can sell and release iphones.
We waited more than 30mins then we left. The place is a trainwreck, zero system at all! The guy don’t have any priority numbers, just entertains anybody and we were there first!
DON’T BUY HERE!

My Apple Watch got a large black splotch of dead pixels on the screen, and I have Apple Care, so I took it in. I was told by the gentleman at the door that they would not provide support for my watch if I didn’t have the box with me. «I threw away the box when I bought it. You really need me to bring the box with me to service my watch? The website only mentions bringing the charger.» Him: «Sorry, you need the box.» After telling him that was absolutely ridiculous (it implies that my $ 1000 watch is now worthless after only 2 weeks of use), he ushered me off to another person who informed me that I could be seen in 3 hours, even with my Apple Care plan. Horrible service.
And if I need to keep the box, make it out of something besides cardboard, and put a large sticker on it that says «Keep this box or else we won’t support your product, even if it’s our fault.» So yeah, I still have my non-​functional Apple Watch.

Review #69 is saved for an Apple Store, because if there’s anything that makes me want to do dirty, filthy things its the sexiness that is Apple Hardware.
I just stopped by to fiddle around with the new line of MacBooks (Force Touch, woo) and try on an Apple Watch. Decent layout, quick service, and an all around uniform Apple Store look you’ve come to love as a fanboy (or hate, because haters gonna hate).

Wait a minute. Am I at Post Office?
No appointment no service I get but when you have 10 of these blue polo shirts roaming around and one was seating at the counter taking a nap, one spent at least 5 minutes explaining to me why next available appointment is 6 days later, you know there is something wrong. What about show your customer a little curiosity? Maybe try to have a quick look, it might be a quick fix. And I did some search online the problem happens to many phones, so maybe prepare some tips and fliers for people to take away, educate your consumers to fix the issue themselves to help you «short staffed» store. Or maybe, while you are waiting for your next appointment, tell me that you can have a quick look, but you only have 5 minutes before your next appointment, I’d totally understand. But instead, they throw you out on the street. No mercy, don’t care, and it’s not bad service, there is no service.
Next appointment is 6 days away!!! Hey Mr. Steve Jobs, if you are still live, and your work phone which is only 2 months old (never being dropped, not been in water or any impropriate condition) isn’t working, can you wait till 6 days later to have someone looking at it? On top of that, you have to take half day off to visit the store?
I am sure this problem will get fix when someone’s a&&*(#$ get kicked. It’s just matter of time. When you start to ignore your customers, and provide no service to them, you know you are in trouble.

Came in on a Friday around noon to pick up my Apple watch after ordering it online. First off I was surprised with how fast my watch was ready for pick up! Literally about 20 or less minutes of ordering online I got the notification that it was ready to be picked up.
It wasn’t that busy when I walked in so I got great customer service right away. I was asked if I wanted help setting it up and they assisted me through the whole way through. The process took no more than 30 minutes! The guy helped with every question I asked even if it wasn’t about the watch.
When I asked a question about my MacBook and the guy didn’t know the answer, he asked a worker at true Genius Bar right away.
I’ve been at the Stanford mall various times but this was my first time at the Apple. It was pretty spacious! I love the set up. Great customer service, but then again I came in at a dead time. Definitely going back!

Horrible customer service and poor overall purchasing experience. I’m discouraged from shopping here because it’s so cumbersome.
I’ve come here TWICE to make a STRAIGHT purchase only, and BOTH times it took me over ½ hour to wait to get my product!
Checkin is silly because they used iPads to queue customers, but you have to WAIT to find an associate to check in.
Even if you check in some associates will help whoever comes their way, so you get bumped lower in the queue. Then you’re the douche for speaking up.

Made an appointment. Still waiting, more than fifteen minutes after my appointment, because they only have two people helping while the other folks wonder around the store chatting to no one but themselves.
What’s the point of making an appointment? I don’t know.
Nice inventory. Very apple-​y.

My iPhone was giving me issues that I was putting off for quite some time, so I finally got fed up and made an appointment. I usually frequent the Valley Fair Apple Store because it’s the closest to me. I’ve only walked past and seen the outside of this Apple Store while I was at Stanford Shopping Mall. But since there were no appointments available for the weekend at Valley Fair, I made one at the next closest location — Stanford.
It was a pleasant surprise. The store is extremely big, and although crowded like most Apple Stores, it didn’t feel congested like Valley Fair’s does.
Now onto my service review: I was late to my Genius Bar appointment. I wasn’t smart, and decided to back up my iPhone a couple of minutes before leaving. My MacBook Air didn’t have enough room so I settled for the 7 am backup from that morning. When I checked in, the Apple Store guy told me that I would have to wait a bit since his technicians had probably moved on. I was completely fine with this since it was my fault I missed the appointment. Instead of having to wait, the «technician» called out my name right away.
The problem with my iPhone was weird. The screen flickered and would fade, but it would be fine for the rest of the day. I was scared that my description wouldn’t match the product I had in my hands and that they would think I was getting my phone replaced for no reason (I know people who do this). The technician noticed the issue and that the screen was flickering right away. He told me that he would try to see if they could fix the issue before the store closed at 7 pm, but he told me that he was replacing the phone instead. I just had to sign something and I got a new phone.
One thing I wish he would’ve told me is that my iCloud backup wouldn’t work until I downloaded the new software and reset the iPhone once more. This isn’t a big deal and I just found this out by asking another employee.