Apple Store

Thank you Ryan Bailey for expert help in clearing my daughter’s old Mac Book Pro of years of college stuff.
He is not only efficient and knowledgeable but excellent in customer service. He asked me the right questions so that I would not lose any desirable data or programs.
Thank you Ryan!

Lizelle was awesome! She was extremely clear answering my questions, super helpful and extremely nice. Apple is lucky to have her!

I counted thirteen employees on the floor. Not one employee reached out to me. I noticed customers that came in after I did was approached to and so I decided to make myself more noticeable. After ten minutes of just standing there, still no service. I then decided to take it upon myself to be reasonable and ask for help. Only until I asked who the manager on the floor was and that I haven’t been helped for more than ten minutes that I was provided by excuses of being busy and was quickly given the royal treatment. Is that the only way to get customer service nowadays? I give props to Apple Store rep Joe though. He was very informative and helpful when I asked him my questions. Thanks for your help brother. But man, you’re so lucky I enjoy the apple products. Kahala store, you guys really need to be aware of ALL your customers in the store because I’m sure that I’m not the first person that feels the way I do right now. I know you guys are busy, but just remember that customer service is very important in this day and age. Your customers could easily go to your competition if you aren’t careful.

Great service, despite being there on a busy Sunday. I needed to do 2 things: turn in a couple old nearly-​non-​functioning iPads for re-​use/​destruction, and ask a question about setting up email on our new iPad Air2’s. Although I was told it would be a one-​hour wait for the Genius Bar (!), I gave them my cell phone number and asked if I could just turn in the iPads. The person doing the intake hooked me up with a sales associate (if that’s what they’re called) named Kawika. He asked me if I still had the sales receipts for the old iPads, because if so, they would give me store credit for them (which I wasn’t expecting). I didn’t have the receipts, but he was able to do a search and found them, and gave me two store credits worth $ 60 each. He really went out of his way to help me get something I didn’t know I could get.
Then he gave me advice on how I needed to change my email settings to arrange things the way I wanted between our two Air2’s, so I ended up not needing o wait the hour for the Genius Bar after all, and had everything taken care of.
*****Five stars for Kawika!

I tend to visit a lot of Apple stores in different states and so my review is based off of my comparison of the Kahala Apple Store to others I have encountered.
On several occurrences, the employee just seemed very confrontational and bothered that I kept asking technical questions about the product so I could understand it better. If you don’t either understand the question or don’t know it, ask for me to explain it differently or ask someone who does!
My advice: hit up the Ala Moana Apple Store or the Royal Hawaiian location.
I’m sure it’s just a couple of employees that need better training is all. Not great service, but not terrible either so it’s just an average store. Not the typical «Apple» level of service you would expect however.

This review is for a recent encounter with the Apple I had regarding my iPhone 6. I had trouble with callers not being able to hear me clearly without using the speakerphone.
The friendly and efficient Genius bar employee determined the bottom microphone had failed and the phone was no longer under warranty. Apple does not offer a repair service for the microphone. Being out of the 1-​year warranty, Apple quoted $ 300 to replace the phone for another iPhone 6 or suggested we could sign up for an installment program to make monthly payments towards a new iPhone 6s.
Not being satisfied that a seemingly simple part would not be repaired by Apple, I did some research. I came across an independent phone repair shop in Honolulu which fixed the bottom microphone for $ 60 including parts and labor in under 45 minutes.
Having been an Apple customer having spent high five digits over many years I have experienced a substantial decline in how lenient Apple is towards customers in handling repairs that are not under warranty. The «out of the box», «against written policy» and generally customer-​centric way Apple handled situations in the past made me a very brand loyal customer as I felt they were looking out for me.
This experience, and others in the past two years with regards to policy changes, have left me feeling like Apple’s customer experience is changing for the worse. I actually considered buying a Microsoft product the other day which surprised me. I’m certain to buy Apple products in the future. I am less of an Apple «fanatic» and believe at lease some of my purchase considerations will include Apple competitors.
My gut feeling these changes will improve the Apple retail store bottom line in the short term but will have a long term negative effect to Apple’s brand loyalty.

I love Apple! I had a appointment to have my phone check out because I was having a few issues with my new iPhone 6. Very respectful customer service and a great experience.

Why is the apple store always crowded?
I stopped by last month to inquire about purchasing a new apple watch. My current one, has a few dings and scratches and I really wanted to replace it with the new rose gold color. When I went in to ask about pricing, the associate asked my reasoning to buying a new one. She pointed to my watch and told me that minor wear and tear is covered under apple care. I had no idea. I didn’t even remember if I purchased the apple care when I bought the watch so I had her look it up via my serial number.
The results were in! YAY! I ended up getting the apple care. The next steps? She went ahead and told me that I would need to schedule a genius bar appointment so they can take my watch and fix it. Still, in the back of my mind I had a feeling that the watch wear and tear was not covered by apple care. So, I asked the manager there and she stated that if the apple care won’t cover it, the warranty will. Scheduled me a genius bar appointment and was on my way,
Returned a few days later for my genius bar. Within the first two seconds of interaction with the associate, he looked at my watch and told me that apple care would not cover it nor will my warranty. I was upset that I was told differently. I asked for a manager and told them that I was given the wrong information. She told me that she would look into my situation and let me know the outcome.
Minutes passed and she told me that the warranty and apple care do not cover the damages. I would have to pay a $ 75 fee. They would have to send it out and I would not get it back for 7 — 10 business days.
That was the information that I needed. I just wanted to know the cost and the way to handle my damages. Instead, I was passed around. Days wasted in between. All I needed to know was the cost and the procedure. It seemed as if they assumed that I wanted the damages to be fixed at no cost. They skipped the price point and just went straight to the «No, it’s not covered» answer.
I am and always will be a HUGE apple Fan. I will be back to this store to purchase apple products in the future.
This incident just rubbed me the wrong way. Apple, please train your employees on consistency across the board.
**this review is based solely on this particular experience****
I still love Hina. She sold me my rose gold iphone 6s plus and my apple watch (originally). She amazing

So I own an iPhone but fortunately have never had to use the Apple store previously. However, the sleep/​wake button on my phone has not worked for some time. This is a known problem with the iPhone 5 and there is a repair/​replacement service in place. I checked my serial number online and my phone was confirmed to be eligible for a free repair. Just need to make an appointment, back up the phone, erase all data, and bring the phone to the Apple store. It says online that it takes 4 – 6 days for the repair but they can provide a loaner. Sounds simple, right?
I made an appointment online for the Kahala store, backed up my phone, then erased my data. I showed up on time, but they can’t find my appointment. The «Genius» asks to see my confirmation — but of course I have wiped my phone as instructed to do. He says he will still give me an appointment. Twenty minutes later after waiting at the «Genius Bar,» another Genius asks what the problem is. I explain the problem, he checks my phone, enters the serial number, and says it will cost $ 269 (!!!) to repair since the phone is «out of warranty.»
I tell the «Genius» — «No thanks.»
So then, he asks if I want to upgrade my iPhone today instead. Why would I want to buy a phone from a company that doesn’t stand behind its own products, even when there is a known defect???
«No thanks, Genius.» You’ve just convinced me to buy a Samsung Galaxy.
And this is one (Genius) bar I won’t be coming to again!

Miracle maker? Close enough! In the past I only went into the apple store if I needed to buy something… a computer, iPad, cases, etc. So, when I accidentally dropped my iPhone 6 this past weekend and the screen shattered into hundreds of pieces, I was at a loss because I have never had a broken Apple item. I called my cell carrier and they recommended Apple or another store in town. My friend helped me to call both. The other store in town said if it was only the screen that broke, they would fix it for $ 130.00. Not bad! I called Apple and they completely reassured me that they would help me and take care of everything to my expectations. They quoted me $ 109.00 for a screen replacement and I was in their store within 10 mins. The thing that blew me away was their awesome customer service. The tech was AMAZING!!! Reassured me that it was just the screen. Walked me though exactly what was going to happen and told me it would be ready in 1 hour. And you know what??? He was spot on with EVERYTHING!!! Great job Apple team!!! Thank you for bringing calmness to my chaos!

Just an updated review for my new iphone6 also new employees. I purchased an app and did not realize that I would be getting charged monthly I thought it was just a one time deal to continue with the upload. I could not figure out how to stop the app from automatically taking out money from my bank account. Since I was no longer using the app I just deleted the app from my phone assuming it will prevent further automatic payments. After removing the app I checked my statements the following month and it continued to take out money from my bank account.
Instead of closing my bank I came here to see if anyone else could resolve the problem. Usually you have to set up an appointment but I was frustrated and in a hurry to go to a dinner.
As I walked in, the entire store was crowded but I was fortunate to stumble across one of the employees here (sorry I forgot his name) who checked me in on the waiting list. I continued to talk about the situation I was experiencing with my phone, he seemed very concerned because it was strange how payments were still being automatically taken out after I removed the app off of my account. He thought it was urgent just as I did and that we should seriously put a stop to it.
While waiting around till they call my name up next, the employee searched on how to stop automatic payments from removed apps. Within 5 minutes he was able to assist me. I had to login to my iTunes and look for the app through iTunes instead of AppStore to completely remove my info/​membership. I have not had any sort of problems ever since. Thank you for your assistance! I will be sure to return here if I have any problems with my phone/​iPads and look forward to shopping here for some goodies. I highly recommend coming here.

So I order a laptop online (because they had none in the store). I happen to also work in the mall so I had my new MacBook Air shipped to my job – which shares an address with Apple. UPS saw Apple on the box and made an assumption and delivered it there even though my suite number was on the box.
I get my text from Apple saying the shipment was delivered when I’m standing there at work and signed for UPS and know that it wasn’t delivered. So I call.
First genius experience: I explained no less than THREE times to her that I work in the same mall as the Apple Store and therefore I believe my laptop was inadvertently delivered to the store rather than my work place. She insists to me that there would be no reason for them to deliver it to the store. Clearly my explaining is not making any sense to her, but against her better judgment she calls the store and lo and behold, whaddaya know, they have it. Imagine that.
Second genius experience: I go to the store AFTER verifying over the phone that they have my delivery. I explain to the genius bar check in person that I’m simply picking up a laptop that was mistakenly delivered here – I’m in my screaming bright work uniform and tell her I work here in the mall. She’s not getting it either. Same schpiel: there’s no reason we would have it here – let me get you a Salesperson. (!!!) Now I visibly see people congregating and discussing this. She gives me to two sales people – and another checker inner – before actually going to get a manager from the back… who comes out with my box… and then proceeds to tell me that they should have REJECTED the shipment and have it sent back to wherever it came from. (!!!)
Um, I just spent $ 1400. ARE YOU @©%!µ SERIOUS?! THAT’S what you say to a customer that just dropped a wad of money on your $#!†? Not something more along the lines of «sorry for the misunderstanding…» or «thanks for waiting…» or «We should have just had UPS bring it up to you…» Nope, Asinine says that to me. We should have sent it back.
Yup. You should have.

I hated MAC, I always felt it’s rather pretentious and redundant, half of the essential softwares I need to use wouldn’t even operate on it.
But I after I took my iphone in for diagnostic it almost changed my idea of ever want to use an apple computer.
Because the service there was superb, and I would need to thank Jannel (? i apologizes if I spelled incorrectly), for her utmost performance in helping me finding what’s wrong with my phone, and fixed that issue at no cost.
If all the technicians at the store are like her, I’m willing to be on board with a Mac… or atleast try to run a windows on it.

Even if you know exactly what you need they will not sign you in and take your laptop/​device and let you leave it. So you have to wait days before you get in for something like a new battery. Which feels silly. And then when you come back you do exactly that! Now you need to make yet another trip to come pick it up. What the heck guys. Get it together. You’re wasting time and gas. Take the device and just inform the person you may not see it until such and such time. Once they have your device they are super fast.
Something nice is they come out before they open (at 9:40) and ask you what’s wrong. So I knew they couldn’t see me before they opened. Still think they suck.
Love apple products. Dissapponted in Kahala’s service protocols.

I really like Joe –he was so patient with this crabby lady during the workshop and was so polite to her all the while fulfilling my every question-​A+ for customer service Joe!
Also too I really liked Jeffs approach to helping me build my website/​he is a class act — also to honorable mention to Jesse for being soo cool and always helpful, thanks you guys you made my experiences at Apple Kahala priceless!

Recently, I went into this Apple Store and was given incorrect information or really none at all regarding my computer’s battery problem.
However, the solution was very simple. But first: here’s what happened.
My charger had failed. Before purchasing a new one, I borrowed one from a friend.
Then a new problem emerged. My battery was no longer charging even though it was merely 1 year old.
When I mentioned this to the employee, they pretty much shrugged their shoulders and suggested I simply buy a new battery along with a new charger– all coming close $ 200.
I said– ‘no thanks’ and left.
After researching it on my own, it turned out that the charger I had borrowed was the wrong voltage. This came as a great surprise to me because I assumed that all chargers were standard across the board– but they are not. If it’s not the correct charger the battery will not charge.
I am writing this in the hope that more Apple employees will be empowered with this simple information during their training.
And for the record: I was greatly disappointed in the fact that I could not purchase the connector part of the charger, for that’s all I needed. Instead, it meant I had to purchase the whole charger for about $ 89 which I thought was a absurd. I actually found the whole thing at Amazon brand-​new for… $ 17. And I’m good to go.
Just sayin’…

This store seems to be the smallest of the 3 on Oahu, but hey, better than nothing! Nothing, as in reference to the amount of Apple Stores on Maui. So sad and pathetic, I’m telling you.
It wasn’t as crowded as its Ala Moana counterpart, which makes for a better experience and customer service.
I popped in to test out the new Watch. Even though I’m a die-​hard Apple fan, I’m just not sold on it feature-​wise, and especially for the $ 350 entry fee.​And, I have an iPhone 6S Plus to buy in a few months!

Entering Kahala Mall’s Apple store is a different experience in comparison to its sister stores on island. The representatives are calm yet cheerfully friendly and there doesn’t seem to be the usual large crowd that is found at Ala Moana or Royal Hawaiian Shopping Centers. The representatives aren’t pushy! They are techies who are quite down-​to-​earth and can talk to you on different levels. The dizzing array of products and colors can be a bit daunting but this is where you want to be to try out Apple products before you buy.
I blame my husband for getting me hooked onto Apple products. I was perfectly happy with my android flip cellphone and Windows OS desktop computer. But, it was HE who insisted that I get an iPhone (starting right at the release of the 4S) then he got me an iPad to help «bide» the time as I retired 2 years ago. I’m not one for wanting the latest and the greatest, if you can believe it!
While in the store, my husband was talking about recycling his iPad, since his model was the one previous to mine, and he’d upgrade to iPad Air 2. I asked if he really needed an upgrade since he had just bought himself a MS Surface Pro 3. At that time, a sales representative approached us… the representative helped us to get the trade-​in value as we both had our iPads with us. My husband purchased an iPad Air 2, then surprised me by having my data files transferred to this new one, transferring all of his data into mine and recycling his old one. Our representative was highly adept with file tranfer since we both use the iCloud so our visit took us under a half hour.
It’s really quite a pleasure doing business with Apple… great service and products and lots of options. Um, with all that «greatness» comes a price.

Came here because I needed a replacement for my iPhone 6 as it had an unfortunate encounter with a vat of boiling hot oil while I was attempting to deep fry a turkey. All I can say is, «Thank goodness for Apple Care!» After a quick phone call (on my wife’s phone), I was able to arrange an exchange of my deep fried iPhone for a brand new one.
I had never been to the Kahala Apple Store (I usually go to the Ala Moana location). I found the store to be much smaller (but less crowded) than the Ala Moana location. The employees were SUPER helpful. The parking was really crappy (but that’s not their fault) and it’s pretty crappy at Ala Moana too, so pick your poison.. .

I refer to the Apple Store as my favorite toy store having a collection of their products in my possession which include a MacBook Air, iPhone, iPad and an iPad mini. All of which I’m still trying to master all of It’s amazing capabilities but like my brain and the majority of the population I’ve managed to accomplish probably a fraction of the total capacity… thus the «Genius Bar» at all the Apple Stores. Imagine if you had the ability to know everything there is to know… You could Rule the World! or at least be Rich… Wake Me Up! I’m dreaming again (…sighhhhh).
Any way getting back to this review. Apple Stores can be found everywhere, most commonly at Major Malls. Just look for the Iconic Apple logo or large gathering crowds. Or simply check your location apps on your iPhone.
Deserving of nothing less than «5Twinklers» this Kahala Mall location is consistent with all Apple Locations that I’ve visited here in the Islands and on the Mainland. The attributes of this business truly reflects upon serving the customers that have made them stand above the rest. Friendly, knowledgeable, efficiency and quality products will retain me as Loyalist for ever.
There is one thing that still baffles me… why do people stand in long lines for hours, even days to get the latest iPhone. There will always be enough to go around… Hmmmmm?