Apple Store

Who is Reid? Reid is a very nice Apple Store manager whom is very personable. While he could not help me with my extremely long ridiculous wait…(2 hrslong)…he was able to talk to me and calm me down while I anxiously endured the uncomfortable wait time. Even though Apple was not able to fix the issue I had with one of my business phones, Reid purchased me a case to better protect the new purchase once it arrives from my mobile carrier. Truly a gem and great role model for Apple employees in his region. Trust me when I say I gave him hell… he must’ve brought a little bit of sunshine from Calfornia because he surely brightened my experience.

Im really not exactly sure how I should rate this Apple store. If I could, I would rate certain employees with –1 star!
My first 2 visits to the apple store was to fix my Macbook and both genius bar employees were really helpful and nice (Tyler and Brian). They got the job done and I was out the door. 6 stars for them. The 2^nd time that i was there, I told Brian that my phone was acting up and that my phone would only charge until a certain percentage and would shut off every now and then. He told me that it was a software problem and that it had to do something with the charging port. Since I didn’t have my phone backed up at the time, he advised me to go home back it up and come back to get it replaced free of charge because I was still under warranty.
My 3^rd visit back, thinking it would go smoothly, made me so frustrated. When I came back, Brian was not working that day and I had to explain the issue to another employee which isn’t the problem. This employee totally disregarded everything and blamed me for the phone issue and said it was a physical damage to the phone and that I would be charged $ 329 for the replacement. He was implying that I purposely broke my phone to get a new one. I told him, I don’t even need a replacement and asked if they can just repair it. He said there is nothing he can repair and continued to ask me if i wanted to pay $ 329 for a new phone. Uh. HELL TO THE NO. So i asked to get a second opinion by the «manager». The employee then disappeared for a couple minutes which I assumed he told the manager his side of the story and then the manager came up to me without picking up my cell phone to inspect it, continued to tell me they can’t fix my phone and that it was my fault for plugging in my phone a certain angle which caused the phone to not work properly. Uhh. the last time I checked, there is only one way to plug in a damn charger. He then proceed to tell me, he can cut the price down in half. Thinking that would make the situation better. Definitely not.
I drove all the way from Northlake mall to Southpark mall. The employees there then ran some tests and agreed with me that it was a software problem and replaced my phone free of charge within 20 minutes.
Dont be fooled, just because they all work at Apple doesn’t mean they are all geniuses.

Possibly the worst customer service I’ve ever experienced. There were lots of free employees but they were directing everyone to one person. After explaining the problem, I was looked at like I was stupid because my phone was frozen. I asked for a factory reset and was told a technician could help me in two and a half hours. I got a cord and fixed my phone myself. I hope I never have to go back to the Apple Store.

Love this store so much. The employees are all so amazing! It’s amazing how many people are staffed at one point. I can’t imagine what it’s like during an iPhone or product launch. Must be nuts!

I came into this Apple Store after having made a Genius Bar appt. to have my iphone six plus looked at/​fixed as it had been screwing up, upon entering the store I was greeted almost immediately, I told them my appointment name and time and was very quickly helped. The associate that helped me was great, very kinda, and very very helpful. He acknowledged my issues and they replaced my iPhone as there was no in-​store solution to my issue. I am overall highly pleased with my experience.

Awesome
Didn’t have an appointment but got in to see an associate fast! She did say it was the best time of day to stop in !
Resolved my issue quickly and on my way.
Make the drive it’s not far from South Park!
Will return to this location!

Awful! Went to AT and T bc my pictures are fuzzy and was told phone was defective– the lens. Went to this store and although they had people swarm me anytime I looked at any product — NOBODY could see me about my phone. Service after the sale of my six plus= zero. This is exactly why American companies are folding. Worship the dollar– big bucks. The customer is last! The atmosphere in this store is equivalent to a used car lot meets a strip bar. Never again! Sorry Apple– for being such a «liberal» company you love the dollar– but care little for the people unless one waves $$$$$$$$$ in the air. Your store is a big silver pile of dung —

This place is awful. Not just because its a terrible company but I tried to buy a battery for a macbook and they told me I need to make an appointment in advance! AN APPOINTMENT TO ORDER A BATTERY! Are you serious? I knew the exact model, probably the most common model that should be kept on hand buy the «genius» squad. Worst company ever

In customer service industry, If someone is friendly & helpful, they will attract customers. In this high tech stuff, I rather have a good teacher than a good worker. Thanks to Braulio & Sly for their professional assistance, extra friendly & patience when handling our adult customers. Keep up your good work. Indeed this Apple Store is full of Apple friendly staff. They do work as a team to help when others are busy.
BTW, sorry keep coming back to this store because they are so helpful.

Deplorable service. My husband and I just walked in. Not one one the multiple clusters of staff interrupted their conversations to look up, smile or greet us. You have to make an appt. to have someone even check what the term of your contract is. They do not have name tags or introduce themselves to you. I guess because they do not want you to include their name on the inevitable bad review they would get for this type of service, or should I say lack there of. My husband had repeatedly had bad service here. I could not believe it since the locations in DC and Virginia or fantastic. It is a Monday at 4:30 and it will be a 2 ½ hour wait for them to check my battery. Even though I said I will not wait that long for a battery check he sets up for the appointment.

What is the point in requiring customers to make an appointment if you can’t schedule effectively to stay on schedule.

Excellent service, Genius Bar is very helpful. Nothing but respect for the guys and gals at apple.

The team at the Apple Store is the best! Beginning with Dave who ran I diagnostics on my MAC and discovered my battery is dying even after I reported a problem with the chord.
Yikes they have to keep my laptop for repair. What am I gong to do without my MAC for 2 – 3 days! At least the repair is covered.
Wow it was fixed the same night so here I am the next day picking it up! I’m very excited… except I still have a bad chord! Ughh! Now what!
Ta-​daaaa! I got a new chord! It’s covered under my extended warranty! Yeah I’m back in business!
Love that customer service! — Apple Northlake rocks!

When my daughter’s Mac started acting strange, I suggested that she make an appointment with the Genius Bar at the Apple Store here. We arrived about a half hour early for the appointment and while it would have been nice to been seen, there were other «patients» and we were only seen by John at the time of our appointment. Plenty to look at in the meanwhile and the Apple Store has their own wifi so we didn’t have to use the icky «mall» network.
John was a consummate professional, diagnosing the problem quickly and making a recommendation. The Mac now operates much better and the initial problem has gone away. No charge.
Big glass windows at the front of the store, tables throughout with the latest Apple gadgetry on display and ready to be demo’ed.
Five stars.

I know it’s busy here, but all I want to do is buy a MacBook Air and get out of here. Unfortunately I’m waiting here 20 minutes while all the «genius’» stand around watching their clients play. Am I the only one wanting to buy here and they are too busy or me? Poor service.

Must’ve caught them on a bad day… but Chuy was really unqualified and unprofessional.
Earlier in the week, I had gone in for service on my iPad 3, which, thank goodness, was under warranty, because the camera had stopped working. I told the «genius», Sean, that the iPad had been a gift from a relative and that I was really disappointed when it had stopped functioning. Sean told me Apple would replace it, and I would have to come back in the next few days to pick up my new iPad. He placed the order for me, but neglected to mention that since I was not the original purchaser of the iPad that I would have to go thru World War 3 to retrieve the replacement. Apparently I am the only person in the history of the company to have received an Apple product as a gift, as the process of product replacement is, to say the least, not exactly streamlined.
A few days later, I returned to the store for my date with destiny, and Chuy. He came out with my new iPad, and asked for my ID. He asked me who had bought the iPad, since the names did not match. I told him it was a relative with whom I did not share a surname. He explained that he could not release the iPad until I called the store and added my name to the account. I thought it was a little strange, calling a store I was currently sitting in, but I did as he asked. I waited on hold for ten minutes, while Chuy sat across from me looking disinterested, until a rep finally picked up. I explained to her that I was in the store and had been instructed to call the store and ask that my name be added to the account under which the iPad had been purchased so I could pick up the replacement. She put me on hold.
A few minutes later, a woman emerged from a back door. She walked up to Chuy and asked him why he had had me call (I was still on hold, and this was clearly the woman with whom I had been speaking…). He explained his instructions, and she said to him (as if I weren’t there) that I had to have the original purchaser of the iPad call the store. She left without a word to me, and I hung up. I handed Chuy the old iPad, and asked him if there was any way he could check the serial number to make sure it was the iPad that was to be replaced. He checked, only to tell me that although it was the same iPad as the one on his work order, there was no way to prove my identity as the owner of the iPad. I gave him my address, phone number, driver’s license, my uncle’s info (the purchaser), email addresses, Apple IDs, and passwords. This was still not sufficient. Exasperated, I called my uncle.
I explained that he needed to call the store, verify his identity as the original purchaser, and release the replacement iPad to me. He asked if I could just hand them my cell phone, since he was already on, and they said «No, the call must come thru our circuits.» We hung up, and he called. About ten minutes later, he called me back, only to tell me that he had been on hold for ten minutes, (while I had been sitting there, of course), and that he was done playing the sit-​and-​wait-​on-​hold game for something as asinine as all this was in the first place. Having been a longtime Apple customer, and an avid vocal proponent of their outstanding products and services, he could not understand why they wouldn’t just take the call from him to my cell phone directly, or at least expedite his wait time.
I eventually located Chuy again, who had wandered into the back somewhere, no doubt watching the light blink while my uncle had sat on hold. I again tried to hand my phone, with my uncle on it, to Chuy. He refused. I asked if there was any way he could call my uncle directly to avoid this «wait time» nonsense. Chuy decided that he would check the account, and call the number associated with the account directly. That way, whoever he spoke with would be able to identify his or her identity, and then release the new iPad to me. Chuy left while I stayed on the line with my uncle, waiting for Chuy to call him.
A few seconds later, my call waiting beeped. I answered, and Chuy introduced himself over the phone. I said, «Chuy, it’s me. I’m still in the store, and I’d like to pick up my iPad.» Turns out, my uncle had used my phone number to register the iPad when he had purchased it. Chuy asked me my name, and had me spell it (he had already seen my driver’s license and taken my name twice prior to all this). He hung up, came back out, and almost an hour after I had come into the store, handed me the new iPad. Needless to say, he did not offer to install the new software (which took almost another hour when I got home).
Overall, I am dreading my next experience with Apple. While I understand the need to protect against theft and whatnot, this was just ridiculous.
Side note, I am currently a droid owner, and this is the first time I have ever owned an Apple product. Also, this is the first time I ever considered getting an iPhone. Maybe this was not the best way to drum up new business.

Over the past few months, I have had great customer service experiences at this Northlake Mall location.
* 9÷20÷13: I went to get the new iPhone 5s. The process was very organized. The Store employees used cards that represented what was available. You stated the model, color, size, and carrier you wanted and the Apple employee checked if they had a card, which represented the stock the Store had available. Then you either could wait in line with the card or could come back in later in the day when there were less people around. If you waited in line, the Apple Store provided drinks and other snacks for you. The use of the cards kept the Store’s crowd to a reasonable size. This was a brilliant idea, as those not buying the iPhone on that day could still go in and conduct other transactions without issue. Everyone was very friendly on this day and made the process of buying the new phone enjoyable.
* 10÷29÷13: I went in to return an accessory item that did not meet my expectations. The girl who greeted me was friendly and, knowing the issue would require approval to rectify, immediately took me to a manager. The manager on duty listened to my issue and took action above what I had anticipated. This had me in and out of the Apple Store within 10 minutes and much happier than when I arrived.
While Apple may charge a few dollars more for their products, in my experience, they really give you best in class customer service to justify the cost.
Count me in as an Apple fan!

I have been here several times and I can honestly say that I have had a pretty good experience with this apple store vs South Park location.
Recently I was here because my iPhone 5 was acting up. I enter the store I was greeted with big smile and how can I help you! That is absolutely what a customer wants to hear.
I was told that all the appointments were full so I need to make an appointment for the apple expert to take a look at it. I made the appointment and I was told to backup my phone so that I can restore it incase I get a new one.
I came back, I was greeted by the same employee with big smile and same enthusiasm to help. I said I am here for my appointment and she check me in. I was contacted by the employee to look at my phone. She saw want was wrong with it, she checked in their system that I was still under warranty so she said, I will replace your phone with a new one.
She came back with a box and handed me the new phone. She copied all my contact to my new phone incase I needed to make a call while I go home and restore my phone from the backup I made before coming to the store.
I was here last year with my iPhone 4 and I had the same experience where they replaced it with a new one.
So all in all, great customer service and obviously the best product in the market = awesome experience :)

Location, location, location. And what a difference square footage can make to a shopping experience. Now I don’t have to drive 20+ miles to get to Southpark from Lake Norman. Once you get there you’re greeted with a zoo of gawkers and an understaffed store. No problems here at Northlake. Excellent customer service and plenty of breathing room for the gawkers and customers.
Depending on your technological background, you may find the specialists lacking in their product info. No matter how your feelings are about Apple products, you can be assured that you will receive excellent customer service even if you’re gawking.

WOW! What a difference from Southpark’s store.
I walked in for my 5:40 appointment & was immediately told there was a small delay, say around 5 minutes. While I waited I was able to take in this 3 day old store.
This location is so huge & so much brighter than Southpark. Naturally, the layout is basically the same. The employees are much friendlier, too.
Unfortunately, when my 5 minute wait turned into 40 minutes :(- the «check in» associate kept me informed every so often. As my recent experience @ the Southpark location, they seem to underestimate the time it takes for Geniuses to look over iPads, iPods & iPhones. When I finally did get seen by my Genius, he was patient & did not rush me. He talked to me «one on one» about my issue (which thankfully I only needed a hard reset of my iPhone) & actually did the reset there. Afterwards, he checked my phone out to make sure it worked & I was happy with the resolution.
Customer service… that’s what it’s all about. I’m so thankful this store is nearby & hope they keep up the good work… just work better on the appointment times. ;)