Apple Store

HA! so I go into this location yesterday. wait for 30 minutes after my appointment was supposed to start, (the usual) and the guy automatically walks up to me and doesn’t even introduce himself and just states that he cannot find my serial number in the system. I told him that i got it replaced under warranty last year because the screen was making a clicking noise and the Apple Store in Roseville CA was the one that replaced it. He then asks me questions basically inferring that he thinks that i’m lying and that i stole my phone and that i didn’t get my phone replaced AT an apple store. HAHAHAH.
First of all. just because the people at the other apple store didn’t do the paperwork right on my phone doesn’t mean you treat a customer as if they’re lying. maybe YOU should stop acting like you’re all high and mighty and treat customers as you should. or maybe this douche bag with a beard shouldn’t be in customer service haha. maybe my one year warranty WAS expired but you speaking to me the way you did was rude and uncalled for. OH and not to mention there were several employees not even helping anyone and were just standing around… reallllllll classy.
Get your shit together. I will drive the extra 20 minutes to go to the other stores from now on.

I think my DMV experiences have been less painless than my experience here. The wait was ridiculous even with an appointment. They made me wait for a certain sales associate to check out when there were a million others just standing around doing nothing.

What is the point of having an appointment if you just have to sit and wait and have no one talk to you. I have also been in here many times and not one sales person asks if you need help. It is a joke really.

Went last Saturday because my 9 month old iPhone stopped charging. The guy looked at the phone then said the port was broken & not covered under warranty but i buy a new one. Just took it to my cell phone carrier (verizion) today and was told it was lent stuck in the port. I was in and out of verizion without having replace the phone like the apple store wants to do. So Apple Store is that normal to replace the iphone over lent?

I would suggest not making a purchase from this store!!! They have horrible customer service! I asked questions from the apple care and you get all different answers! A year ago they had great customer service from the manager and employees.
Now they don’t care about helping you with your situation other then having you call customer service because they don’t know what to do. The store manager does not have any customer service to do anything. He didn’t want to help with my issue at all! Would not recommend this store to anyone!

Excellent service. I left the downtown Portland store due to horrible service and came here. They were friendly, and efficient. I will recommend avoiding the downtown Portland store and coming here instead to everyone I know.

The location is kind of hard to find in the mall. They are nice and helpful and professional enough, but I still feel like the other Tigard location is a bit better in the «above and beyond» category of customer service.
There is no parking near the store at all. It’s the smallest Apple store I’ve ever seen.

Love their products but man service sucks at this location in Bridgeport. Made the appointment online the night before and came in the next day. Checked in with the young woman and as usual tell me to wait for someone to help me.
10 minutes past my appointment time and another lady comes out to meet me. I just have to replace my cracked screen on my personal phone. Yes, I am one of those people that have two IPhones. One for work and one for personal use.
Since I have «Apple Care» their extended warranty program it is only 79 bucks to replace the screen.
Lady tells me it will be 45 minutes to get it replaced. Fast forward an hour later and I check in with the original lady that I first spoke to and she tell me maybe 5 minutes more. Fast forward 20 minutes later and I ask her any progress? She says let me check but never responds to me. Weird!
Finally I go to another person and he checks in the back area and tells me 5 – 10 minutes. It has been almost 2 hours of my day that I was quoted 45 minutes.
And… Still waiting for my phone
So total it took two and a half hours opposed to 45 minutes. I don’t care how long it takes as long I know how long it actually will be. That way I could go about my day and come back when the phone is ready.
So after all that when I get my phone back with the screen replaced they tell me they can’t guarantee it will work going forward so they are going to replace my phone once they get it back in stock in a couple of days. Aargh!
That means I go back a couple of days later. This time only 35 minutes to swap the phone out but again have to be assertive to check with a couple of people to get out of Apple Store purgatory.

Mark Harris of Apple tech support is fabulous. I never would have solved the issues with my iPad without his help. He was extremely patient and knowledgeable. Thank you Mark.

Used to be one of my favorite Apple stores. They’ve kind of switched places with Bridgeport Village
Unfortunately, this one suddenly has a sketchy Genius Bar.
Brought in an iDevice still under full AppleCare+ that had a battery that wouldn’t charge beyond 1%.
Tech tested the battery. Confirmed it’s poor condition. Said it’d be a free replacement if he sends it out. Of course, the battery is not my fault. I didn’t make the darn thing, or go in there and eat the lithium cells. I’m sure they would’ve been delicious (after all, psychiatrists seem to love prescribing it for actual humans for one reason or the other, so you know it’s gotta be edible) but luckily I have restraint. :)
The thing is, I never had a repair or exchange they couldn’t do before in store, except on custom order computers. He in a replacement unit in stock, but said he wouldn’t give it to me unless I was charged for a damage exchange (which is $ 49 under AppleCare plus).
So it’s one price if sent in for a 10 plus day exchange, and another for an in store exchange.
Never heard of that before. People on forums Apple forums haven’t heard of it, either, and suggested it was illegal, and at the very least unethical. Perhaps a «New Apple» that would disappoint the old guard. My hubby also helps out with a particular high performance apple computing blog, and didn’t find this to normal or kosher at all. In fact, he was the one who made me push the issue.
So wtf, Apple? You aren’t supposed to be McShady’s computer repair shop where you have to fudge the paperwork to do in store repairs, or anything else, I’ve bought tens of thousands from you the last decade, am well aware of your policies, how aberrant this is. You’ve gone way down hill, and it’s not cool.
Update: AppleCare in the sky (I think they may be from Austin), fixed the issue. The initial person who answered agreed two prices were unusual. Should always be the same for repair by mail or exchange in store. He literally said (his words), «sounds like you were shaken down». His own manager was a little more cautious with his words, but also agreed, and actually fixed the issue entirely.
Apple policies are fine, and just as good as they ever were. Sometimes stores have their own agendas as they run by human beings with their own agendas, but that’s not supposed to be the way it works. In any case, thanks, Apple In The Sky!

I went in with an appointment for a follow up on a repair with my new iPhone 6 that was having mechanical issues. I was quoted 45 minutes for the repair but had to wait almost 2 hours! The staff was very nice but no one seemed to know what was going on or they weren’t willing to explain to me. Because of the misquoted wait time I missed a very important meeting that cost me $ 100s of dollars worth of work. It was great that they fixed their faulty product but I would appreciate a little more consideration of my time in the future.

I did not have the best customer service at the genius bar at the above location. I am a long time Apple user, and I came in with a problem with an iPhone 5s. It is just out of warranty, and potentially needs to be replaced. The employee did not offer me very many options. He said he could keep it, open it up to see what was wrong for a cost, or sell me a refurbished one. The problem is, is that I am still paying for the phone through one of AT&Ts various programs. My entire family has an iPhone, for a total of six. We have 2 ipads, and 3 various models of MacBooks. I have had an iPhone since the very beginning. I felt that the employee could have been more personable and could have offered me more options. I’ll definitely rethink suggesting this location to anyone else. Now, I have a dead phone that I some how have to replace.

The staff is nice when you finally get a chance to flag someone down to help. It was in their morning and I know they were getting busy but I also saw a lot of their staff talking with one another rather than customers. The products sell themselves and the people really weren’t much help which is too bad because I would have bought more than an apple watch if they showed interest. I went to Amazon to buy accessories etc just because that wasore helpful than the apple people.

My sister got an iPhone 6 from ATT when it went bad she returned it to this store and got a new one. However somehow that phone that we got from this store was reported stolen by T-​Mobile so ATT kicked it off their network. We had to spend a lot of time to figure out how a new phone was reported stolen by a network we have never dealt with. Finally after many hours on the phone with ATT and Apple we took it back to this store where they gave us another phone. The manager was very nice and got us helped immediately. I applaud the staff for their quick and unquestioning service. Only reason I docked it a star is because we had to get 3 or was it 4 iPhones before everything worked.

I bought 2 iPhones here a few months ago. I didn’t bother to write about it — even though it was an excellent experience — until having a horrible experience buying my kid’s S6 at Best Buy. The Apple Store was busy when I entered, but I was immediately greeted and set up with someone to help me with my purchase. The staff member had my phones out to me in moments. Fired them up and got the paperwork rolling. I was out of there in 15 minutes. Got home to wifi and everything from old iPhones was moved over to new phones. Contrast that with the 1.5 hours I spent getting a phone at Best Buy last night where I was so sick of being there that I skipped the option to use whatever device they have to transfer photos and contacts to the new phone (which would have taken another half hour).
I noticed that the home button seemed off. Took it to the store a few days after purchase. Again, store was packed but again I was instantly greeted and setup with someone to help me. The guy tried my home button, agreed it was wonky, and instantly brought me a new phone.
About a month later, I decided to get AppleCare, which, at $ 99 is a steal compared to the $ 8−11/mo you’ll pay for other plans. Same deal as before — instant service. I also wanted a leather case as the silicone one I bought with the phone didn’t feel good to the touch. I asked if I could return the old one and they let me even though it was over and month old and I’d been using it.

Alberto Ramirez helped us and he was wonderful! Explained everything perfectly with easy instructions. I went there to get my screen fixed because it shattered and I ended up just getting a new phone at a cheaper price then the cost of a brand new one (iPhone6+). Mr. Ramirez was fun to work with and even helped us brainstorm places to have dinner afterwards since we were not familiar with the area.

I recently visited the Apple Store spoke to a gentleman with red hair he was extremely knowledgeable and spelled out the steps to repair my phone. The staff was very proficient as well as professional in their demeanor. I must say my issue was not resolved and will update if it does not.

I enjoy the Apple Stores but I really despise the deli counter approach with having to check in and wait in line for service. It doesn’t feel like a very friendly environment. You get hounded the second you walk through the door…

Absolute horrific service! Bought and paid for my new iPhone 6 plus in the morning, got a email stating my order was ready. Drove 10 miles on my lunch hour to pick it up, checked in, waited 30 minutes. No one attempted to help me. Told the person at the door I had to get back to work and could not wait anymore. He was nice and said «we will hold it for you». I would hope so as I already paid for it. Now, have to find some time to go back and pick it up. I wish large companies would try and respect people’s time. The first time I have regretted buying a Apple product.

Horrible customer service.
I talked to a senior rep of apple on the phone the night before I came. I explained to him the issue with my phone, he tested and diagnosed it, set up my appointment, and the next day I went to Bridgeport apple. He even gave me a code thing to tell the apple rep.
While there, I had to re-​explain the issue, and even told them the code. They looked at my serial # and the guy said he sees no note of what the senior rep said. After repeating myself, he talked to the manager, and came back saying they can do what I requested (get me a new phone, which was noted by the senior rep). He took my phone and 15 minutes later another guy brings it back saying they installed a new battery.
I asked another rep if I can see the notes on my serial number. Again, I explained to him my issue and that I wanted to speak with the same person I spoke with last night. He shows me briefly and as I’m trying to record the name of the senior rep so I can contact him, he quickly scrolls away and says «I don’t think that’s appropriate. You’ll just have to call apple support and see what they say». I wanted to smack him in the face with a MacBook Pro. 17 inch would’ve been preferable.
I get on apple chat within the store, and get a senior rep to call me back. She calls me, and was baffled because the notes were in there for my new phone. The senior rep I talked to the prior night wasn’t lying to me… the store reps were. She told me to hand my phone to an FRS rep, and about five minutes later of watching the employees freak out, she talked to a manager who told me he didn’t understand why my issue was taken care of immediately. Hah.
I got what I came for and it took an hour and a half, and I literally needed to get a hold of a senior rep from within their store to do so.