Simply Mac

Time after time lately there’s not enough sales people on the floor. It’s getting so I hate to go in the store anymore. That’s not good.

I wish I could give negative stars! CUSTOMERS BEWARE!!! Went in for simple RAM upgrade. Got computer back and it wouldn’t turn on. They said bad RAM. After 5 more trips for an intermittently working computer the tech said I must have done something. He was very rude. Computer never worked well after and I had to buy a new one.

I dread any problems with expensive high tech gadgets and wasn’t too happy when my macbook pro completely died. I spent 2 hours on the phone with apple technical support and in the end was told it looked like the hard drive was shot and it needed to be diagnosed by an apple store. I went into Simply Mac on saturday and dropped it off. The estimate if it was the hard drive was $ 250 – 300. I was told it could take 2 business days so expect a call next week. Within 2 hours of leaving it, Robert the technician called and said it didn’t look like the hard drive but rather an internal cable that needed replacing. He had to order the cable so it took until the following tuesday to hear back but it was a simple fix and the best part is that it was only $ 150. I feel that Robert was honest, efficient and communicated with a tech challenged individual in simple terms. Based on that experience alone I would definitely go to them for help in the future.

These guys are fantastic! Super professional, helpful, and pleasant. My iPhone 6 was having mystery issues and they went above and beyond to determine the problem and resolve it. I am so impressed! There were several other people in the store who were also extremely happy with the service they received.
I had a completely opposite experience at the Verizon store, which is in the same parking lot! The employee there was rude and dismissive after I waited an excessive amount of time to be seen. Verizon did not take the time to diagnose the phone issue once they noticed a very small scratch on the edge of the phone (which I never noticed). He told me to contact the insurance company and went on to the next person. Lazy and a complete waste of time. The insurance company wanted to know what Verizon found before they could help me …
I decided to take a chance on Simply Mac.
The Simply Mac technicians quickly found the issue with the phone and it had nothing to do with a scratch. I would advise everyone to avoid the Verizon store and go immediately to Simply Mac.

This is a three-​part review. A month ago, I updated my review and score after the store manager took a personal interest in my customer experience and set out to resolve things. My final update reflects the end game and final resolution of my phone-​battery problem, which went very well.
Initial review:
I was referred to this store by Apple’s web site to replace the defective battery in my iPhone 5. I verified that my serial number is eligible for a free replacement on the Apple web site before contacting them. Clearly, my phone exhibits the symptoms related to defective batteries (short battery life, needs charging prematurely, before battery is drained, etc.).
According to Apple’s web page about the battery replacement program, «If your iPhone is in working order and exhibits the symptoms noted above, use the serial number checker below to see if it is eligible for this program.» I met this requirement. The only criteria is that the phone is exhibiting battery issues and matches the serial number range of «suspect phones».
I went to Simply Mac yesterday and was told my phone did not pass a «verification» test they claim Apple forces them to use as an authorized service provider. After I explained what my phone was doing, its symptoms, the rep shook his head and acknowledged that my phone probably needs the new battery. But he said unless their little «defective phone» test fails, the store cannot do the update, even if the serial number matches Apple’s requirement.
I was told to either try coming back a few times, perhaps when the phone is in a more run-​down state, or send it (myself) to Apple. He said Apple will replace the battery no questions asked if the serial number matches the suspect series.
This is a big inconvenience to me and does not jive with Apple’s description of what phones qualify for the program, or the way it leads me to believe a local service provider is a viable option for the replacement. If this store feels like it is somehow handcuffed by Apple as part of this program, it should do a better job of advocating for its local customers and either replace the battery, or offer to send it to Apple directly to take care of the problem.
I recently moved to St George and find that I already miss the commitment to customer service and satisfaction that Apple retail stores in the Portland, Oregon area have provided me in the past. I will likely be in the market soon for a new Macbook Pro and after this experience, I will likely buy the computer from another dealer, or direct from Apple.
I did the phone diagnostic myself on Apple’s web site and it came back with the following message: «iPhone 5, DNPJPXVSF8H5, Battery requires service». The Apple rep I spoke with said that a case number had been opened and that the phone is clearly defective and is fully eligible for the free battery replacement.
Follow up edit (three weeks later):
The store manager, Mitch Godfrey, contacted me shortly after writing this review, and offered to step in and personally handle my phone issue. He assured me that my experience did not reflect the kind of service Simply Mac had built a reputation on.
I went back to the store within a day or two and met with Mitch. I had a copy of my online Apple test result. He ran the phone through their store test again, and it failed. Even if it hadn’t, Mitch was prepared to escalate my case to Apple and request an «exception».
With the failed test result, he was able to put me on the list immediately to receive a new battery. It’s been three weeks now, which was his rough guess at the time for how long it would take to get the new battery in, so I’m optimistic I’ll hear from them soon. I will complete my review once that step is completed.
I was very impressed with Mitch’s proactivity and the speed with which he escalated my problem and did everything he could to resolve it.
Part III — Final resolution
My battery arrived and the store called to arrange installation. Their first attempt doing the battery replacement didn’t go very well. Something about my phone seemed to «reject» the new battery, and caused erratic performance.
I went back and left the phone for evaluation, and was helped this time around by a smart and helpful guy named Andrew. He got his tech involved, wrestled the problem to the ground, and concluded the phone needed replacement. They called Apple and got authorization on a new-​phone swap-​out. (Apparently they had seen this issue a few times before.)
So, after owning my iPhone 5 for almost two years, I got a brand-​new phone that is performing great. I had done a backup about a month before, so getting my phone back up to speed wasn’t too difficult. I’m super pleased with Simply Mac now, and especially appreciate Mitch’s and Andrew’s patience and follow-​through on my phone issue.

The experience and products here are pretty much identical to a true Apple Store. I think that is pretty commendable. Nice job guys. Good to have an apple dealer in town.

We were very pleased with the selection and service. The staff is very knowledgeable. They had a good selection of refurbished machines. I would certainly give them my business.

What a great experience! The staff is friendly and knowledgable. I am very happy with my iPad and am looking forward to my next purchase.