Apple Store

Great customer service, although the guy was new and it took over 3 hours just to get a new iPhone and transfer data from my old one. There were several things that could have saved time if he was more experienced or knowledgable. Thank goodness there were a ton to of others there to help him out every time he stumbled…

I went to the Apple Store last night. It was my worst experience there ever.
First of all, I love Apple products and I remain a loyal Apple fan. That hasn’t changed. Also, the problems I experienced last night (and last week) are not people problems at all; they were a system problem due to the current policy of requiring that everyone with a technical problem is to make an appointment, often days out.
I was there for nearly three hours; well over two and a half were spent just waiting. Even then, I asked to speak with a manager. I spoke with one, but still had to wait. And wait.
When my iPhone isn’t working properly, my entire means of conducting personal or professional business is stalled or comes to a halt. I’m at their mercy. I shouldn’t have to make an appointment, and this amount of waiting was awful. I’m pretty patient when it comes to being waited on, and every employee was very nice. However, I was repeatedly told that «Well, you did walk in without an appointment, right?».
Also of note is that all the new products on display don’t have any specs or prices like they used to. Presumably this is to force people browsing or seriously considering a purchase to speak with a staff member to engage in marketing. Personally, I like to browse at my leisure and then sign in to see someone if I’m ready to buy.
I guess if I stay with Apple – and I will – this is the customer service I’m stuck with. I don’t like it at all. They could do so much better.
Beware, those who enter here. Your wait will not be brief.
Oh, by the way. I have to return to the Apple Store in a week so they can finally work on the problem. It was diagnosed but not fixed.

Every time that I walk in, immediately I’m asked if I can be helped and what exactly I’m interested in that day. They seem to have an overkill amount of brainiacs, or whatever you call them. Geeze these people are amazing! Is there anything that any of them don’t know?! I doubt it. For example, the last time that I was there, I was interested in the iwatch, Apple watch or whatever it’s called. Two people helped me. The first brainiac explained that there will soon be an updated version that will monitor your glucose levels. How cool is that?! No more pricking of the finger. This seems too good to be true. But the brainiac said it, so I believe it. The other guy explained the styles and facing and band options. Those things are ugly! I tried in the mesh band style. I liked the magnet clip and all of the technical features, but it’s still too ugly for me to look at on my arm on a daily.
I don’t want to even stop to think about how much money we’ve spent here in the few years since they’ve been in the mall. iPads, Apple tvs, desktops, laptops… it’s all there.
I don’t like the return or the warranty system. For example… after about a month of having my phone, I noticed it was bowed… It wasn’t flat. I hadn’t dropped it and I have no idea how it got that way. But just like the time before, I was asked «what did you do to it?!» and then told that it wasn’t covered under warranty. Ugh! My husband switched to an Andriod and a Surface… How do yo like those apples?!

I HATE this store, but in this review I’ll share why I give it 5 stars, and avoid it whenever possible. Also, a pro-​tip to free accessories, and my plan to receive faster service.
Saturday, I went to have my iPhone 6 plus screen replaced, after it was run over by a truck. I came early (10:50 am), waited about 15 – 20 minutes for a Genius and another 50 minutes for the screen repair. The repair cost me $ 129 before tax.
Consider the alternative. When my screen broke, I went to Unilocal to find repair places. I called several and their rates were close to my insurance deductible for a new replacement.
I quick google search lead me to Apple’s rates ($ 109-​$ 129), which were $ 40 – 70 cheaper than local shops.
During this visit to Apple I learned that taking my iPhone to an outside tech would violate my warranty. So, if my headphone jack started to crap out, Apple would be off the hook– very convenient. Also, that the screens local shops use are after market, not original Apple parts, and they only replace the screen, not the sensors below the screen, when needed. To top it off, only Apple has this calibration machine, that syncs the touch feature, when they replace a screen.
They did all of that for a reasonable price, within an hour. That’s why I gave them 5 stars.
BUT! If you don’t come early/​make an appointment the wait times are ridiculously long. This store is understaffed. I’ve waited over 2 hours for service, and left without making a purchase because there was a 15 minute wait to buy a pair of earbuds. WTF? I hate you for that, Apple.
Pro tip: Your iProducts have a 1 year warranty. If your accessories crap-​out before a year’s time bring them back for a free replacement. But, go early or be prepared to wait.
Random thought/​Pro tip#2: I think everyone should put their heads down on the tables (as if they are taking a nap) in protest of the long waits. Can you imagine, checking in, and they tell you to take a seat and someone will help you «shortly,» but everyone is taking a nap? Oh, I wonder how quickly Apple would increase staff once the images made it to Twitter! Mwhahaha! I tried this in May, after a collective 5 hour wait (2 visits, long story) and instead of a 5 day repair time for my MacBook, I was offered same-​day service. What? I didn’t even know that was a thing, but I appreciated it.
Thanks for reading.

Five years ago, I won an iPad the day it is was released. I never wanted an iPad, but a free one?! Sure! I’d find a use for it. And I have. The last five years, my iPad has served as a Kindle reader, a game board, and any other ways a tablet can be used when I didn’t feel like hauling my laptop around or staring at a tiny screen. Recently, my iPad has been neglected and I’m thinking about donating it to someone. There’s just one problem: the apps are crashing more and more. It’s very annoying. And I want to fix it. There’s only one place to go: the Apple Store.
I came here yesterday afternoon expecting to talk to someone quickly about what to do with my iPad. Although I expected a short wait, I did NOT expect to walk into a packed store and be told I needed to make an appointment to speak with someone. An appointment with a 45-​minute wait. And I couldn’t leave the store while waiting. Oh, but there were several employees clustered together, chatting… as well as at least two employees working together together to help a single customer. What the??? Didn’t make sense to me. Nor did I want to wait 45 minutes in the store (I had better things to do with my time). So disappointed.
I left. Googled it. Found my answer. Fixed (for now).

I really detest Apple. I want to break up with them but can’t. I equate them to an abusive partner that you want to leave but the benefits are just too good to let go of! If you ever need anything be prepared to wait 2 hrs.
While there you will see «employees «standing around doing nothing. This really angers me because if your department isn’t busy jump onboard and help out with another one! Don’t just stand around talking and high fiving coworkers.
Yes it’s busy and I understand Apple is a really popular product but to have employees standing and do nothing but chit chat with each other is beyond me. And then for one problem it takes two «genius» techs to help one person! Gimme a break! Try to avoid this place at all costs

Okay the «check in process and deal is confusing and when you get an email about having to check in again, which you just did, and you ask an employee that you just checked in with and he asks you if you made an appointment and you look at him like seriously I just checked in with you and I got an email telling me to check in and now I am… AGAIN…and he is like than duh you don’t have too… whhhhhaaaaCould the process of checking in made simpler by chance??? Probably! But I’m checking in… again

Fun to go to, but don’t come when you have an emergency that needs to be fixed.

I had made an appointment with the Genius Bar to have my laptop looked at. I thought I had made my appointment at 3:45 but apparently it was for 3:30. I arrived at 3:39 and was told I could not be seen until the next day. I’ve worked in retail before and I understand the time crunch everyone is under, so I was more than accommodating. The manager came up to me though and in the most condescending manner told me to be on time next time if I wanted to be seen. I’m a grown man and I don’t need a tone or a slap on the wrist from someone about something like that. What bothered me the most was that I was more than happy to be seen at a later date, regardless though I was given attitude and snubbed within a two minute time span. It’s unfortunate because I hold apple, as a brand, in high regard and prior to this have experienced good customer service with everyone except their store manager.

I had an appointment at 4:15 today. Got in 30 min early. I got seated and had a Genius tech within 15 minutes. I had talked to AppleCare last night and the guy was able to pull up the notes which helped.
I described my problem and tried to reproduce it but it wouldn’t happen. Luckily I had taken pictures of it before and the symptoms I described sounded like the logic board.
Esteban, the Genius guy, had me sign a work order and promptly had me sign so I could get my Macbook repaired. I should have it back by Tuesday. Price without AppleCare would have been 310. It’s killing me to not have my baby but I’ll have to deal with it.
Everyone that I came in contact with were very nice and courteous.
I would recommend this Apple location to anyone wanting to get their Apple product checked out.

It’s funny when you walk in and see 9 people just standing around bored and one person working. My buddy needed help with his cable for his phone. And the only person they have to help is the one technician in the whole store. Maybe this is a sign that apple isn’t doing well. 9 sales people for what? Get more technicians in your store to help out. Or at least train the other 9 people to help out.

I love apple and while there products do have one or two minor flaws I still think there amazing. If there was a perfect device that had no flaws that would make life boring though so I think apple is doing a good job. I remember watching Steve Jobs show the first Apple Store and it was amazing! It was one of the prettiest and most awesome store I had ever seen. It had everything you could need at the time! Apple has continued to make there stores better and better. This one was amazing to me because It is so close to home and while it might not be the New York Store or the San Francisco Store it is still an amazing store. The service is excellent The sales people are very helpful. This store is probably my favorite place on earth, I won’t even go to that side of town unless I can go in the store. It always has a fair amount of people which is expected for an apple store but you always have plenty of room to get around. Overall this is a really great store.

good service

Best technology store anywhere. Exceptional service, all employees are very knowledgeable and helpful.

I was pretty accustomed to feeling like all Apple stores are overly crowded and have pushy salespeople. This one is very different thankfully. It is often crowded but not as bad as others I’ve been in and the staff is quick to ask if you need anything but unlike others, will leave you alone if you tell them you’re just looking. I’ve had a few things looked and and repaired at the Genius Bar and I’ve never been charged for small repairs/​installs. This Apple store is a nice change from all the ones I’ve dealt with in the past.

While I’ve been an Apple fan for the last 10 years or so, I had to take my Apple iMac to the shop for repairs. I dropped off the computer for a hard drive and fan replacement and within 2 days, I was contacted by the Apple store and told to come pick it up. I’ve found that the Apple Store in Fayette Mall in Lexington KY has great service and the workers there DON’T scream at you when you arrive and are very quick to help out. They speak at you in a normal manner, which is a difference between the one in Knoxville TN.
Service was quick and too the point. I was very pleased by this. Congrats Apple Store in Fayette Mall. You are doing a great job.

This sums it up — incredible customer service. It is rare to see it practiced so well. The employees have the hearts of teachers, are ready and willing to help, and are problem solvers. I can’t say enough good things about them. It is truly a pleasure to do business with them.

I went into the store on New Year’s eve. I had scheduled an appointment with the genius techs to look at my wife’s screen on her iPhone. I got to the counter and they could not find my registration. I was expecting the worst as this is the closest store to me 1.5 hours from home. They were very busy but worked me in within 5 minutes. The Genius tech Greg took care of us. They were out of stock on replacement screens so they replaced the iPhone all together. It did not take any time for the diagnosis and resolution. He was very kind and patient, I could not have dreamed of better customer service on a very busy new years eve.

Savvy, friendly staff — superior products.

My wife’s Iphone 4 developed touch screen issues on a Friday night. Sat. we decided it was the only day we had to got to the Apple Store for the next week, so I logged in and found no appointments remained. I went anyhow and got on standby. The store was PACKED so I thought I was going to be there a long time. But within 10 minutes, I was at the counter and within 10 more minutes had a new iPhone 4. No hassles, little waiting. Impressed.
Much of this was surely because of Apple’s corporate policies, but in this case it was executed really well by the team.