Apple Store

They made an appointment for me to see a tech. Then left me hanging while they helped other customers that arrived after me. I’m disappointed Apple, you make it easier to choose Android next time

The Apple Store is an interesting place to say the least. Every time I walk in, there’s a bunch of employees mingling with each other and can never help me with my specific problem. I always get handed down to the one employee who’s assisting 2 customers at the same time.
One time I had to correct the type of MacBook I had in order to get proper assistance. Employees: please don’t argue with a customer unless you’re absolutely sure what you’re talking about. Otherwise, you look silly when said customer proves you wrong. Additionally, trust in your knowledge and assistance quickly diminishes.
I only visit this store when all other options have been exhausted, which is a rarity.

It’s really nice to have an Apple Store in the Rochester area… to bad it’s the only Apple Store in the Rochester area. What do I mean by this? If you have claustrophobia issues or hate crowds, you should not step foot in this store.
No matter what time of day or night, the Apple Store will be packed with people, customers and employees alike. This can make it a daunting task if you want to browse some of Apple’s products or if you need to speak with an associate as most of them are already helping others who have a long list of questions despite the staff having not that much knowledge on some of the products themselves.
I was originally going to purchase a new iPhone here when my birthday came around however when I arrived I got overwhelmed with the sheer of amount of people in the store and was unable to get any help from any of the employees working there. I ended up getting it elsewhere a few days later however I still do come down here when I have issues with my phone and by calling ahead to make an appointment, I was able to get those problems fixed with no issues.
My most recent visit was a tad better even though it was limited to just browsing to get a new iPad for my brother. I managed to squeeze through the crowd of people and got to where I wanted to be but the entire time I was checking out the features, I had people keep crashing into me in addition to some looking over my shoulder waiting to get their turn. I finished what I had to do and left… it just got to uncomfortable after that.
If you can handle the congested atmosphere and the lack of customer service sometimes, the Apple Store is a good store for checking out Apple’s latest products or if you need to schedule a repair for your items. Other than that, I would recommend caution.

I paid for a data transfer service and dropped off two computers at the victor eastview mall store.
I was promised that pics, docs and everything would transfer and that I would get my computers back in 24 to 72 hours. Well, well. 5 days later after numerous phone unanswered voice messages, I get my computer back. We turned on the computer and 80% of the files, did not transfer from my old PC. I got no real good answer as to what happened. I asked for a refund for the service about 10 minutes ago.
Andrew stominski was helpful and processed a refund. Thanks Andrew

This review is for the store only:
Immediately greeted upon arrival and was directed to the right person to check in for my appointment. I got there early, but he was nice enough to check me in and get me the next available tech to help me with my Mac Air.
The tech offered friendly service and took the time to explain what he was doing at every step (diagnostic tests, etc.). He located the problem and offered quotes and turnaround times. Unfortunately, they were asking a bit too much to replace a part (might as well just buy another macbook), but at least they were really helpful in finding out the main source of the problem.
P. S. If you’ve never been to the Apple Store before, it’s encouraged to call and make an appointment. Beware though: sometimes the person on the other line can try to entice you into buying something irrelevant such as a $ 19 fee to cover 30 days when all you really need is an appointment for a technician to figure out the problem.

Really, what are they trying to accomplish here? The products are good but the «geniuses» are unnecessary. When a 54-​year-​old man knows more than 90% of the staff in the store they have an issue. Too young, too cool, into little knowledge.

Had a problem with my MacBook Pro, they replaced the internal hard drive cable.
I didn’t know cables went bad.
But hey, it fixed the problem. Very efficient, very knowledgable, excellent service.

I’ve been to this location twice in the past two weeks, both times with an appointment. Both times I had to wait over 30 minutes before someone would talk to me. I was going in to help a friend get her cracked phone screen replaced. The first time we were promised that because the store was out of screens that the phone would be replaced for the the cost of the screen. When we returned the «genius» we met with was short with us, telling my friend she was lying to him about how she downloaded her apps because Apple was having a problem syncing them, and then proceeded to tell us that if replacing the screen failed… That is if THEY RUINED this phone that currently worked fine… my friend would have to pay $ 120 extra to buy a brand new phone. We tried to work with our «genius» and understand why if they broke the phone how it was her responsibility to fix it. He refused to try to understand our issue with the situation so we asked for a manager. The manager came over and instead of addressing the situation was defending the «genius» as if our problem was with him. She talked down to the both of us, treated the extra $ 120 as if it was nothing and we had the money to blow (note this was on top of the $ 150 it cost for the new screen), And made no attempt to answer our repeated question of how it was up to my friend to pay if they ruined her phone.
We were so frustrated with how we were being treated that we left without fixing her screen. We then stopped at a Cellairis kiosk and was promised a replaced screen with a 3 month warranty for $ 149. The man working here could not have handled our situation any more kindly or professionally than he did.

I had an all-​around terrible experience here when I needed to get my iPhone fixed. On my first stop in, they wouldn’t see me because I needed an appointment to talk to someone at the Genius Bar.
On my second stop (with an appointment), it took them 15 minutes to acknowledge my existence. After whisking my phone away from me – and not fully explaining my options – I was told to come back later to pick up my phone. When I returned, I was ignored for close to 20 minutes. All around atrocious customer services.
I completed a survey and asked for a call back so the issues that I had with the service could be addressed, but I haven’t heard anything from the store.

We made an appointment over the phone at the Eastview Mall location in Victor, NY on ²⁄₃ for the following day. The guy taking our reservation stated they only have 5−8pm slots open. Since we had to bring our 3 children we set the appointment for 7:30pm.
We had purchased an iPod 5 for Christmas for our 11 year old daughter and after just 5 weeks the power cord stopped working.
We arrived for our appointment and were told we did not have an appointment in their system. The guy who reviews appointments said he would «take care of us». We waited from our original appointment time of 7:30pm until 8:15pm when my wife approached one of the employees telling them that other customers that came in after us were being served. Bare in mind we have a family if 5 with 2 young children and our 11 year old daughter was on crutches as we were made to wait.
Finally, at about 8:20pm and only because my wife started escalating did anyone pay us any attention. Then, we were sent to the back to someone in the «Genius Bar» to assist us. They were not only helping us but other customers at the same time, which we felt was discourteous. The lady that helped us indicated she needed another 15 minutes to charge the iPod before she could test the iPod and power cord. Keep in mind, it took me 2 minutes at home to deduce that the power cord was the issue and needed to be replaced. At 8:35 the Genius Bar lady informed us the power cord was defective. We had purchased the extended warranty so luckily the power cord was covered. We finally left the Apple store tired, frustrated with our children agitated by the excessive wait.
We’ve never experienced such a disappointing experience when it came to such an easy fix. You’d think you could walk in, share the warranty, someone would help and replace the cord in a few minutes. The staff in this store needs basic customer service training. While we understand the concept of scheduling appointments, which we did, the sterile, dispassionate approach of the staff made the experience painful.
Here’s a suggestion… hire a few more employees who can more efficiently connect with and address customer needs to eliminate excessive wait times.
Very disappointed customers.

I always get great service at the Apple Store. I dropped off my computer to have the display replaced and it was ready later that day, even though typical turn around time can be up to 3 – 5 days. I couldn’t be happier to be done with my forced technology detox.

Another bad experience at the east view apple store in rochester. Most of our interactions with the staff are disappointing. There’s always is an attitude issue.
The last bad experience was when the associate asked my wife to leave the store because he was concerned my son — who was 2 months at the time would wake up and start crying. He slept the entire time we were there. Unfortunately no other apple store in this area. I think for my next computer I will look into one the apple knockoffs at best buy. though will keep buying my iPads from here. I figure the painful customer service is worth the quality of the product.
interesting that in nyc and philadephia store experiences are generally positive.

Have been there 3 times and the first 2 were absolutely horrific, terrible customer service. The third time was a charm though because the young man who helped me (I forget his name but I remember he was from Ethiopia) was terrific! Most friendly and knowledgeable person in the store, by far.

Visiting the Apple Store is like going to the Bose store. Prepare the reality warp vortex! While I love Apple products, I’m averse to paying top dollar for EVERYTHING. While I understand the pricing structure for Apple branded products, it’s the high dollar amount for accessories here that kill me.
Pro tip: folks, shop around! You do NOT have to pay MSRP for peripherals. THERE ARE NO DEALS here on that stuff. Take one of the plentiful coupons proffered by Office Max or Staples and get your external hard drive, mice, router etc. there. You do NOT need a Airport to connect you Mac to the internet, a Linksys/​Belkin/​Netgear/​D-​Link router will do just fine. Plus, if you follow some simple steps you can take ANY external hard drive and format it for use with Time Machine. There, I’ve saved you $ 40!
I’ve also experienced some varying luck with products covered under Apple Care. I detect some favoritism when it comes to coverage. Perhaps it’s just me, but when I took my daughter’s MacBook in for what I thought would be a minor repair, I was shocked to find that I had to replace the entire display panel for her laptop at the tune of $ 700 plus. While I still get Apple Care on every device I purchase there, it was a troubling experience.

I’m only reviewing Apple Store because I just reviewed Apple Farm. At first I was pissed we couldn’t just walk in and drop off a broken mac book – we had to make an appointment – but it’s nice they have a physical store in the local area.

The other reviewers are right on the money, it is always busy. It can be hard to get service depending on staffing. I have actually had the «problem» of the associates trying to give me too much help when telling me about the products. I shop here when I need something immediately, if not on-​line is preferable.

I recently took an iPad class and loved it! Our instructor I can’t remember his name so I’ll call him «the Brit» was fantastic! He was so funny and informative and doesn’t make you feel stupid at all! Can’t wait for my next iPad class!

This store, like all Apple stores, gets crowded as shit. I came here the first weekend college students were in town and it was a friggin madhouse. Nevertheless, the customer service and efficiency of this place and company, as a whole, are the reasons I have never bought a non-​Apple computing system.
I most recently purchased an iPad 2 (well, my parents did… a sweet-​ass birthday present for their only child whose seven year old laptop shuts down every time it’s unplugged), and the process couldn’t have been smoother. I walked in and I was immediately approached by one of the approximately 20 people working there. I couldn’t believe how many salespeople were in the the store, in addition to the four or five «super nerds» fixing problems at the Genius Bar. I told the guy what I wanted and another worker brought it out in a matter of seconds.
It reminded me of Willy Wonka’s Chocolate Factory.
«Steve Job’s Money Factory», perhaps?
My father then paid for my expensive new toy on the portable credit card machine our salesman was carrying on his person and we were out. Although it was busy, we were in and out in less than 10 minutes total.
Four days later, I returned with a smashed iPad screen (don’t get me started). I had to wait an hour to see one of the «geniuses,» but in retrospect, I probably should’ve made an appointment prior to my arrival. The wasted hour no longer seemed to matter when the nerd at the Genius Bar informed me that, although accidental damage wasn’t covered by my warranty, Apple understood that accidents happened and he was going to give me a brand new iPad. Due to some Internet research occurring following my initial freak-​out the night before, I knew they’d give me a new one, but I still appreciated the gesture. As I was leaving, the genius noted it was a one-​time courtesy and it would be $ 260 next time.
Consequently, I went home and immediately bought a case for my new iPad.

For my purposed Apple products are the most stable and versatile. On the weekend this store is always busy… ALWAYS. This is a good time to go in any play with the device you are considering.
If you want or need somebody to explain devices to you or you need assistance with a product you already own it is best to come during the week (or make an appointment).
The store is clean, bright, and utilitarian (just like their products). The employees are knowledgeable and friendly especially considering they are usually out-​numbered 10 – 1.

Since the dark ages of Apple, I’ve been an loyal user. My first Mac was a IIFX and I’ve owned many of the significant models since; Newtons, Performas, the Pismo Power Book, various G4 towers, the original G5, etc.
Before this Apple store landed at Eastview Mall, Rochester’s source for Mac sales and service were limited to a handful of independent Mac stores. Mac Shack, Coremac and Mac to Mac were the only options. What these businesses offered was a very personal, one on one experience, where problems and questions were addressed both thoughtfully and politely.
As a result, I have come to expect the same buying experience at all Mac stores. When I moved to NYC, Mikey’s Hook Up, Tekserve, and J&R delivered the customer experience I expected.
The Eastview Apple Store has occupied a retail space in the mall for a number of years, giving Rochesterians an opportunity that was once limited to major cities only. Unfortunately, my experiences with this location from the time it opened were less than satisfactory.
On many occasions the staff was either aloof or too engaged in their own conversations to assist me or other customers. The times I brought in a mac product for legitimate in-​warranty repairs, I was turned down. Even when I wanted to go in to buy something immediately, I had to wait while two associates pontificated over the iPad.
Having visited the three Apple Stores in NYC and the one in Buffalo, these negative experiences seem to be limited to the Eastview location only. Now when I visit Rochester, I will only visit the independent Mac stores for my computing needs.
My experiences at the Eastview location do not change my positive opinion of Apple or their products. If anything, the only negative opinion I hold is that of the management and staff at this location. I guess all the technology in the world cannot augment customer service.