Apple Store

My new Ipad was damaged, so I came in first thing in the AM without an appointment and had to wait probably a total of 7 minutes to be seen. They replaced my Ipad with no questions asked and were extremely friendly.

I scheduled a appointment with the genius bar for my MacBook Pro video card issue and I Completely thought I was going to be turned away and told I was covered for the program for this particular issue with this type model MacBook pro. But I was! The Southpoint store went out of their way to help me get my MacBook up and running again. I was going to throw the towel in on that thing and never return. But thanks to that store and the awesome help from Mark Calivas I once again will have a laptop and won’t have to carry my desktop in a suitcase to work looking like a bag lady from the future. Thanks guys!

If I could give ZERO stars I would ABSOLUTELY DO SO! I spent a half hour on the phone with an a$$ service rep named Christopher – located at the Southpoint location, only to be transferred to another individual who proceeded to ask all the SAME questions. The second individual proceeds to suggest I go to an Apple location further than where I was!!!
Turns out CHRISTOPHER transferred me to a call center in FLORIDA! These idiots are CLUELESS!!!
DO NOT GO HERE!!!

I called to check on status of a repair. I was transferred to a general number for tech support and they could not give me a good answer and told me they where unable to get anyone to answer the phone at the store location because they were so busy. Cannot believe they simply don’t answer their store phone when busy. Why is a customer in the store any more important than one on the phone???

I have constant computer problems and every time I go to this store they are so kind and helpful. Everyone there went out of their way to make a stressful situation as peaceful as possible.

I only give it 4 stars because of how many people are in the Apple Store compared to the amount of workers they have. But we all know they can not control the amount of people that Coke into the store. Other that at and the wait time apple has always had wonderful customer services I just bought a 15 inch Mac book pro a week ago. Freak accident my big kicked my computer screen and it got a 1 inch creak down the screen. I freaked it thug how I just paid 2,500! For a new computer and the thought for spending $ 750 to get it fixed was just crazy.
So I took my computer to the Apple Store thinking all my saved were going to be gone after leaving that day however, the my surprise they apple techs were very understanding of what happened and the manger fixed my computer for free. I got my computer back fixed everything was and is still in place the fixed it within 2 days of the drop off I am very pleased and thankful.
This is just one of many reason I will stick with using apple produces: D thanks apple

We visited the genius bar at this store to repair a 12-​inch MacBook. The genius there looked at the damage carefully, and explained the repair process to us patiently. Our repair is a case that may or may not be covered under warranty, but the genius and the supervisor in store chose to try their best to stand on the customer’s side first. We really appreciate their effort.
The repair was fast and I received helpful updates through courteous phone calls. Highly recommend this store. Only complaint is that it’s quite hard to make an appointment at this store as it’s very busy.

Had a Mail app issue on my MacBook Pro, so I had to make a Genius Bar appointment. Thankfully, they weren’t too booked up, so I only had to wait a day.
Gorgeous store & friendly employees. I got to the store 15 minutes early & & only waited five minutes before Barry came to help. He checked a few things & had me fixed up in less than 10 minutes.

I had an appointment at 7:30. I showed up at 7:20. I was greeted immediately with an smile and checked in. I was then escorted to the Genius Bar so they can take care of my phone.
The Apple Genius came right over and began to ask me what issues I was having. She took control and diagnosed my phone. She then took action to repair my phone. Once the repairs were completed she installed the new iOS update on my iPhone 6.
I was walking out of the store extremely pleased and on my way home at 7:45. The best service I have had at this Apple Store.

This store treats its customers like shit! So many times I’ve had to go to this store for some reason or another and I regret it every time. Store employees will lie to your face, hang up on you in the middle of a phone call, one time I purchased a device over the phone as I was driving to the store and by the time I got there with my electronic receipt my device was already sold to someone else!
The Crabtree store is a little bit better, but not by much. I’m seriously thinking of leaving apple for good because of the way they universally treat customers. It’s too bad, I’ve been an Apple fan for over a decade and have been using nothing but Apple devices because of their historically high quality build and excellent customer service. What a huge change I’ve seen in the last three or four years, the quality of their products had dropped almost as much as the way they treat their customers.

Two different Apple stores in 2 different states and neither of them can look at my iPad for a week. Looks like product and service are going downhill.
Very sad

I absolutely hate Apple service. The store is always so packed and there are so few. «Oh we can’t help you today but an appoint my … Just answer these 50 questions and we’re going to ask you again when you come back because we never better arrange the support for demand.»

No more Apple products for me. Their stores and «genius» bars are oriented to sales, not service, and they are unable to conceive of the idea of customer satisfaction. I brought in my iPhone 6 with a cracked screen (it did drop a whole 12 inches to a desk, so that’s Apple quality). When I made the appointment with the «genius» bar, I was told I’d be leaving with a repaired phone. This claim was false. When I arrived at the story early for an appointment, I was told I would have to wait until the appointment time. I checked with the Apple sales (not service) person who checked me in. She said that, yes, they could repair my phone (as did the drone on the phone I called earlier to discuss repairs).
They could *not* repair my phone. It was repairable if I was running iOS 8, they said (who knows if they were truthful?) but they couldn’t repair it running iOS 9 because of a «calibration issue» with some machine they use to repair it. So they said they’d swap the phone for a similar phone – except that phone wasn’t in stock. So they had to order one – that I will need to pick up in the store. So I have to waste more of my time to address their shoddy workmanship and their staff’s inability to tell the truth. The phone is almost new and still under contract; it will be replaced by anything but an Apple product. People spend more for Apple for customer service and product quality. When neither are present, there’s no reason to pay inflated prices for inferior service.

This is a well deserved shout out to the Apple Store at the Streets of Southpoint! Thank you so much for your generosity and support last month when my laptop needed repair — another story for another time. I highly recommend them and their Genius Bar crew for all things Apple in the Triangle area!

It’s virtually IMPOSSIBLE to complain on the actual
retail store’s site, so I’ll write it here.
I had recently (10 days ago) been contacted by the manager of the Apple Store, located at Southpoint Mall, in Durham, NC. I had been asked for feedback concerning a couple of seriously botched appointments where I was treated horribly by MORE THAN ONE member of the team.
We thought our problems were solved, however we were wrong.
I was given a loaner phone (16gb) for a phone I was having repaired (64gb). On Saturday, we were told it was being shipped THAT DAY to the facility. We expressed that IT MUST BE BACK by Friday, Jul 31, because I would be on location working for a week 1500 miles away. They said the phone would definitely be ready by Wednesday Jul 29, but FOR SURE by Thursday the 30.
On Friday morning, I called the store so I could go pick up my phone. I was then told that it wouldn’t be ready for pickup UNTIL THE FIRST WEEK IN AUGUST.
The phone was sent OUT on Monday (NOT Saturday, as promised), and didn’t even reach its destination until Wednesday, the day I was promised my phone.
I’m not a ranter by any stretch of the imagination, but this, compounded with the already frustrating problems I have already had with your store has pushed me to my limit.
I use my phone ALL DAY EVERY DAY for work, and to have a sub par replacement, and disgusting service, though I live in downtown Durham, our family, and work (EVERY tech product in our office is Apple) will not be returning to your store, once I have received my phone. I have been in the HELMS of customer service for 20 years, and while I understand a hiccup every now and then, this has just been ridiculous. I WILL be posting my experiences on social media, and review sites… Hopefully it can bring about some change.
I WOULD like another call from the manager of this store again upon receipt of this email.

My experience with Apple as far as customer service is bittersweet. There is a nice atmosphere and the employees are very friendly.
The Issue
However I have had issues with my 2012 Macbook Pro. I’ve barely had it for 2 years and in 2015 I’ve had a hard drive cable issue 3 times.
Being Seen for Appointment
When I came to the Apple store for my 5:30 pm appointment I didn’t get seen until 6:10pm. It was not made very clear to me that you MUST grab the next seat that opens up at the Genius Bar. I was told to just «hang around».
Overall fix and Quality of Service
I am not getting charged for this repair because the hard drive cable broke so recently after the last fix. Hopefully the problem will not reoccur anytime soon. Honestly I am seriously considering purchasing a new Macbook Pro, but am dissatisfied that I’m not really getting a discount for the inconvenience. I go to school in Greenville and the closest Apple Store is 1 hour and 20 minutes away.

Terrible customer service — rude people! Statement from the tech guy was «well it’s possible that anything could have happened and is subject to happen again». He even suggested going with another product such as a kindle or other tablet. Funny thing is they make you register to get an appointment and they know I’m loaded with apple products so the chances of me skipping out is slim. Drive further — find a store with better customer service or buy online!

Went in yesterday, and was quickly assigned Miranda (proven iPhone expert), who quite patient with us Luddites!
She upgraded us from two 4s’s to 6’s, navigating a lot of slow and frustrating iCloud backup’ing, and fielding many questions to get us familiar with the new devices. Give this stellar employee a raise!

You know, I have a love-​hate relationship with all things Apple. I do believe they make some amazing products, but I get so frustrated with the way they work… or don’t. And support? Apple support? You’re kidding, right?
My first computer was a PC. Liked it a lot. Then I scored a job in the 90s supporting Macintoshes. They were new to me. Weird. For about 2 weeks. After that, someone had slipped me the kool aide and I was hooked.
I would have blindly followed, especially after the return of Steve Jobs. He was a hero for me: cool, hip, aware, savvy. Of course, I could not afford to OWN one myself, but my job let me use old ones at my house. Great deal. Well, except the pay at that position.
A new position meant way better pay, but it also meant saying good-​bye to the «free» Macs I had been using. Back to the PC.
It was around that time that I realized a fundamental difference between Mac and PC owners. With a good machine, running well, a PC owner likes his machine. A Mac owner, on the other hand LOVES his machine. That’s always been my experience.
Flash forward several years… I was thrilled to get an iPhone and return to my faith in the Apple. Sadly, with more use, the thrill has faded. It’s not the iPhone; I love my phone. It’s the customer service, specifically, the support – or AppleCare.
I love the idea of being able to set up an appointment and visit with a mystical Genius who lives and breathes and knows ALL that is APPLE. Sadly, these creatures appear to be not only mystical but also mythical.
My experience with the genii at the Apple Store has been terrible underwhelming. It’s like the engineers at Apple can build some incredible stuff and amazingly easy to use software, but they never seem to share their knowledge with their support teams. Genii appear to be mere mortals, who often look a bit hipper and cooler than the rest of us, but who haven’t really had much official training more than their experience with the product.
For some folks, having someone share their experience answers their questions and solves their issues. For all others, reboot. Or wipe and re-​install. Often the erase and re-​installation happens before a user has a chance to consider the implications of the action. The user is left to get over it and move on.
The genii speak with authority. «This is the only way to resolve this issue.» With a sophisticated product like the iPhone, surely an engineer somewhere, probably in Cupertino, certainly OUGHT to be able to diagnose the problem and give not only a reason, but a real resolution. Instead, it’s erase your machine and restore from your back on the Cloud or in iTunes.
It’s frustrating. Yes, the re installation generally works around the issue, but it actually fixes nothing.
And that’s the problem I have with the Apple Store. Sometimes you can get lucky with their telephone support. Usually, though, you must endure an hour or so of «support» from the first level folks, generally like talking to a Genius. On the rare occasion, I have gotten to whatever Apple calls their second level support, and these folks appear to have been allowed to glean information from the masters, the creators.
Chances are there will come a time, when as an Apple user, you will need to go to the Apple Store. You may want to try erasing your machine and re-​installing from your backup before you do. It may save you time and frustration.

This store is never NOT busy.
If you can get the attention of a store employee, they are very nice, very quick, and very good at what they do.
But it’s just a madhouse. I don’t know how they could make this problem better other than doubling the size of the store and hiring more staff.
I like that folks can check you out with their mobile devices.