Paul and the crew we're awesome. Everything was my fault and they still helped me. I showed up without an appointment and they still helped me. Just be nice and have your info. Be mindful, RAM is way too expensive so they likely have pressure from above about what repairs to do. read more

Booked an appointment for Genius Bar for 4:25, checked-in at 4:15, waited 45 mins until a technician came. When I asked the check-in person during the long wait, she arrogantly said the technician is on lunch break (at 4:40pm?) and asked me to just keep waiting. Unacceptable attitude and behavior. And when I brought the issue up with the technician, he said and here I quote: "So you want to complain or to get your device fixed? Do you want to reschedule?" And they kept saying the store is busy, it's NOT. The most ridiculous and horrible service I ever received in Apple store. read more

My MacBook screen, which I had repaired for $500 in November, broke again within three weeks. Getting a new MacBook was already on my mind the first time, but since I was concerned about my data, I chose to go for a screen replacement in November. I booked a Genius Bar appointment and waited an hour to be attended to, only to be met with an extremely rude and irritated staff member. He informed me that they would only replace it for free if it wasn't physical damage. Since it was, I had no choice but to pay another $500. He showed no willingness to help and shut down any discussion about alternatives. I was already feeling terrible about losing my MacBook and all my data, and his attitude only made the experience worse. This kind of customer service made me lose interest in Apple, it could have been handled much better. Last week, I prepared myself and booked another reservation, and thankfully, I met Steve, who turned things around. Instead of spending another $500+ on an old MacBook, he suggested getting a new one, which made sense. He also helped me transfer my data to Time Machine, which was a huge relief. While I'm still disappointed with my initial experience, I truly appreciate Steve's help. Thanks to him for his valuable suggestion and assistance it was reassuring to know my data was safe. Although I felt bad about spending so much on an old MacBook, at least I had a clear path forward. Apple needs to work on improving its customer service because one bad experience can push customers away. read more

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Slow service, had to schedule an appointment when they could have easily seen me. When I went to my appointment, they were unable to solve my issue. Irritating! read more

I went here to pick up an iPad just before Thanksgiving. The staff was great. I had no issues.

Came to the store 3 times to get my wife phone fixed. Had to leave the first time because we have kids and a life so scheduled an apt for next day. Came back and the doors were malfunctioning so everything was delayed. Had to schedule the apt under my name because we need her phone for 2 factor authentication but again the phone doesn't work. So we had to come back again because we had an apt for a reason and we have 2 autistic kids that can't wait all day. On my third try now. Hopefully these useless geniuses can get this phone working. Oh I forgot to mention we we were here the first time we wanted to schedule an apt here while we were there. They told us you have to schedule online. Well luckily I have a phone because the only thing she has is that phone that doesn't work so how was she going to schedule an apt online with no working device to schedule the appointment. Worst customer experience ever!! Do better! read more

One star for having products readily available and another star for one of the staff members who assisted M. Bethens Jr. ZERO, ZERO, NEGATIVE stars for the staff member who also (barely) assisted, the one with red hair and some tats. This person could not have been more rude and and unhelpful if they tried. M. Bethens Jr. had an emergency situation with a damaged computer, made a Genius Bar appointment and came in to buy another Mac on the spot. Mr. Red Hair, when he could even be bothered to answer a question, was snide and condescending. It's not every day a customer gets to drop almost $2k in 20 minutes and receive treatment like this. Apple, do better with your store hires in Briarwood because Mr. Red Hair should not be allowed to have any customer-facing position. read more

Booked an appointment for the Genius Bar for 10:20 am. I showed up early and did get initially greeted and told to wait. I got two different people to ask me intake questions but then I just sat there without any help for about 20 minutes. I ended up leaving as there was no indication anyone was going to try to help me. The person at the front said someone was looking for me but when I told him I was waiting back there for 20 minutes so who is looking for me the guy had no answers. Not great behavior, attitude or customer service. read more

Terrible customer service. A lot of employees that stand around doing nothing but are too busy to acknowledge you or ask you if you need help. I will never return. So much for buying a $1,000 watch. read more

Lynn was amazing on what was likely an extremely busy day: two days post Christmas may be one of the worst! The line was out the door Bilgutay I felt was moving quickly in Adair way. Once it was my turn I received full and helpful attention. I bought two items (iPad and watch) while trading in three items. My bottom line and appropriate attention to my technical needs both received attention. I also learned about adapters and cables: essential to know when dealing with Apple products. read more

Went in to pick up a new iPad and transfer things from my old device and worked with Lizzie. They were the best!! Super helpful and made the process so seamless. Thank you Lizzie! read more

The check-in time provided in their email for order pickup is misleading. Rather than being able to collect your order at that time, you have to wait for a separate email confirming it's ready. Unfortunately, store staff are unaware of order statuses and unable to offer any updates. I've now been waiting over three hours without receiving any notification that my order is ready. read more

Four years on and the Apple Store is still keeping up with that quality customer service! This time I came along with my mom as she looked to upgrade her phone to a fancy new X model. We were helped by several folks, from a welcoming member to the employee that actually helped us purchase and set up the phone, to another fella who helped us trade in my mom's other old phone for a small gift card and each interaction was top notch. I'm always impressed by the patience and level of detail they go into as they sign folks up for their new hardware and transition them from their old devices to new. Whenever I upgrade my phone next you best believe I'll be coming here to do it. read more

How to become a trillion dollar company by taking money away from loyal customers. I stopped by the Apple store to repair my phone that was not connecting properly to the charger. The Apple workers were nice and friendly. Two technicians inspected my phone carefully. The first one said that he could see signs of damage in the charging dock, likely caused by charging the phone with a non-Apple cable. After a second technician inspected the phone phone he claimed that that my iPhone 6S was irreparable, and that I need to buy a new phone. He said that he could offer me $150 credit for my damaged phone if I replaced it by a new iPhone costing more that $650. I told him that I would prefer to fix my phone because except to the charger problem, I was happy with it. He stated again that the phone could not be repaired needed to be replaced. I thanked the Apple technician and stepped outside the Apple store and went to one of the kiosks with a phone repair sign. I told the kiosk phone expert that the charging cable was not attaching properly and that Apple told me that the phone could not be repaired. The kiosk guy smiled and said of course they would say that, I can repair it. He checked the phone carefully like the two Apple technicians. Then, he said that the charging port needed to be replaced and that it would take 20 min and cost $65. 30 min later my phone was repaired and working like new, this is 1/3 of the time that spent at the Apple store. The moral of the story is that we should not trust the trillion dollar company that makes cool devices. They reached this mark by taking money away from their po customers, one at a time. My pledge is not to replace any Apply product for a new device unless the old product is inspected by a non-Apple expert and deemed irreparable. The saga on how to become a trillion dollar company by taking money away from loyal customers continues at this Apple Store. On December 3, 2022 I stopped by to verify an AirPod Pro I got on November 2020, after learning that "Apple has determined that a small percentage of AirPods Pro may experience sound issues. Affected units were manufactured before October 2020." As indicated in the photos attached, I was told my AirPod has the exact problem described, but the repair would cost $178. I prefer to put my AirPod in the trash and get a new Bose headphone. Corporate greedy and lack of ethics appears to be a recurring problem at Apple. Think carefully before buying an Apple product. read more

Apple Briarwood - Tests results and repair cost estimate. - Computers Near Me - Ann Arbor, Michigan

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I'm super disappointed in the quality of service at this Apple location. It's some of the WORST customer service we have ever experienced. My husband bought an iPhone 11 last fall. A month later, he had to have the display fixed. He had the same issue pop up again. He took it in. Granted it's a pandemic, but the whole experience was incredibly rude, unkind, and helpful. It's very disheartening to see how Apple has gone SO downhill with their customer service. The clerk basically lied to my husband, saying they couldn't fix the display and then, he'd get a "new" phone, which ended up being refurbished. It should still be under warranty! Hello! This was upsetting to my husband, understandably so. The manager told my husband to keep his voice down. Wouldn't you be upset if you had dropped major coin on an iPhone and then, you get no solution, no help, no answers, and oh, here's your refurbished phone that YOU have to take home to make it work out. No support or help. Wow, this isn't the Apple I know! We have been Apple products customers since 2011. I will need a new iPhone and MacBook soon, but after this horrible experience, I honestly don't think we will ever invest in Apple products again. I'm shopping for other options. They will lose out on a lot of our business sadly. It's so UNFORTUNATE. It seems like Apple doesn't care any more about their customers. You pay top dollar and then, get treated like total crap and don't get any real help to your issues, which are under warranty and not your fault and known issues for other users. This particular location at Briarwood hasn't ever been helpful or friendly. Our past dealings where with Patridge Creek and they were WAY better. How can customer service vary so widely across a company? I don't get it! They need to train their employees better. I'm hoping to get a resolution and am trying hard to get one. We are looking into filling complaints with the attorney generals of MI and CA, as well as Better Business Bureaus in both states. I also am in conversations with our attorney. This is very hard for me, especially since I enjoy Apple products and they are crucial to my path as a creative person. I guess though I have standards and don't want to give my money to a company who treats us like this. I'm sure they don't care at all though. They will try to make it seem like it is our fault and that they are doing us a big favor. Luckily, there are consumer protection laws. read more

Diana was incredibly helpful and forthcoming. Would recommend this location for a quick and painless experience

One more Apple Store for a time in need, It finally happened. I went on a trip without one of my cables, one of the most specialized of all, my Apple Watch charger cable. I knew there would not be one to borrow when I arrived at my destination so when on our way, I checked and found this nearby Apple Store in a Mall on the way. Good directions, small mall to maneuver, online info indicated it was in stock before we headed there which I suspected since I have never found any Apple Store out of basic products, even one of their lesser common cables or chargers. The greeter happened to be from very near my local store and she was pleased to greet me in such a distant location. She sent me to the location on the wall. I picked what I wanted, had a different staff member with a purchasing hand held charge me and off we went to our weekend destination, all with only a 15 minute detour. read more

I brought in my macbook a few weeks ago after it crashed and wouldn't start up again. I made a genius appointment and brought it in. The store looks like the usual mayhem and chaos of your typical Apple store however I quickly checked in with a staff member up front and was directed to a table to wait. I waited less than ten minutes and was quickly helped and told my hard drive was gone and would need to be replaced (thank goodness for backups and Applecare!) I was told it would be ready in 3-5 days and I picked it up a week later. The genius that helped me was not very friendly and looked irritable/annoyed to be helping me. He also implied that it was my fault for buying this model and not a more recent one. This was such an odd thing to say because 1) it is really bad customer service and 2) the implication itself implies that all of that entire model/generation is faulty. I was also originally told it would be 3-5 days and that I would be called when it was ready to be picked up. After 6 or 7 business days I still hadn't heard back so I called to check on it's status and was told that it was ready for pick up. Therefore, while I am very glad that it was a speedy process in the store with minimal wait time, it did not make up for the bad customer service and lack of communication. read more

I decided to finally get my iPad repaired. I decided on Friday afternoon to do this, and was able to get an appointment at the genius bar at 7:50 PM that evening (there were several time slots to choose from). I got there a little early, as I also wanted to talk about possibly purchasing a new iPhone. I was greeted immediately by the check-in staff. I was handed over to EJ, who talked about the various iPhone models and the plusses and minuses of them. The magic started when Ian, my "genius" came over. My problem with the iPad was a little embarrassing - I couldn't remember my password and jI had tried so many times it was hopelessly locked down. He assured me that this happens, and he could help. He got the process started, which took a while, as I had not logged into the iPad in some time. While we were waiting for the iPad to do its thing, he chatted with me, and we talked more about Apple products and services, He showed me things on my iPhone, on his iPhone and on the ones for sale. He obviously is very knowledgable and was very personable. He is an ambassador for Apple products! My iPad dilemma got fixed, and he stuck around to help me get things started again. I have been to this store before and although I was never dissatisfied, this was the best visit I have ever had. Well done, Ian. read more

Yasha, Hamza, Ciarra (the manager) the team at the apple store were incredibly dishonest and wasted a great amount of time with what was promised as opposed to what was provided. Would not recommend this location. If I could score zero stars I would. read more

Smaller Apple Store. Not a lot of employees so not available always at a whim but they are all kind and helpful

I would never recommend this store of rude people working there! I spent 1500 on a phone the day before and i had a problem and do you think they would attempt to at least hold the phone and take a glimpse! But no! Apple! I would consider taking a look at this store! They are rude lazy and unhelpful! read more

I wanted to give agent Matt a shout out . Very kind and friendly and did a smooth sales for my I Phone ! Store was very clean and safe wearing masks during this time. Matt, thank you so much for your help, friendly service and knowledgeable about apple product. I shall return to this location going forward ! Awesom store !!!! read more

Here's the thing -- Apple products may break or melt down sometimes for reasons that baffle you. They're as imperfect as products from most other brands. However, when your beloved computer/iPhone/iPod does get cranky/die/start doing strange things, you know you've got some backup. In my 16+ years of using Apple/Mac products, I've hit some bumps, but I've almost always had really great customer service. When my iPhone seemed to have bitten the big one the other day, I was thankful that Apple had a presence at Briarwood. The Genius Bar idea is well, genius. I mad an appt. quickly online, and then stopped in with my sad, non-functioning phone. The Genius at the bar wasn't able to fix the thing, but luckily it was under warranty. Most of my data was stored on the SIM card, too, so that was good news. The guy helping me was so calm and friendly, that the bad news didn't really phase me. I was more happy about the GOOD news that I wouldn't have to pay mucho money for a new phone! And all of that for... no charge! That made me feel so grateful and warm-and-fuzzy 'bout Apple, and so I ended up buying some accessories that I probably could have bought elsewhere. This is proof positive that it pays to treat your customers well! read more

Apple Briarwood - Computers Near Me - Ann Arbor, Michigan

Oh man.... CROSS TRAIN YOUR STAFF!!!!!! Apple makes a quality product. I rarely have to take anything in but my luck turned sour just after Christmas this past year. I had to go in twice for two different products. I have such a hard time seeing "sales staff" stand around while I wait for someone to grab a replacement phone for me. It drives me CRAZY. If they would cross train the staff I think the service would be so much better. I arrived ten minutes early for my appointment and sat there while 6 employees chatted about their day. They were unable to help me because it wasn't their job. So I waited. Just after my appt time a lady said she could help me. I wish she wasn't still in the middle of helping another lady with her laptop. I would rather wait than to feel like I'm playing tennis with the technician. She bounced back and forth between the two of us the entire time. No one wants to feel like they don't have the full attention of the tech. She grabbed a new phone, helped set it up, all while answering computer questions for the other customer. Great products, mediocre service read more

Apple Briarwood - I guess they want to make sure I wait the additional 5 minutes before my appointment. - Computers Near Me - Ann Arbor, Michigan

Not worth going to, they won't know how to fix your device and then you will be out of a phone. They don't read the information given my Apple Support and they are snarky. Make sure you know everything and your passwords or they will inadvertently lock you out of your device. Only what they are interested in is you buying a new device and not fixing the one you have. If it needs to be fixed, you won't have a phone and you will have to wait. Waste of time like ALWAYS. read more

Love it here! My husband is on his second iPod (120 gig) and we have had to stop in a few times for glitches. The first was under warranty and we got a new one no charge, the second time was a very minor fix and the third was the iPod on it's last little legs. I like that you can call ahead and schedule an appointment for just about anything service wise. Even swinging in without one, they are good about a wait list and telling you accurate wait times. No matter what the problem they have always been professional, helpful and courteous to us, answering any and all questions and offering top notch help and advice. When purchasing a new iPod they gave us several options to side by side compare feature and storage wise before we commited to a purchase. They let us take cases out of the box and try them out too so we could see what worked best and offered optimal protection. They are never pushy or try high pressure tactics, they seem to genuinely want you to be happy. Yep Apple products are spendy but the stores really offer you customer service and on site solutions second to none. If my mom had not surprised me with a new Dell laptop for Christmas last year I was in the process of shopping Mac. Still a little sad but grateful and pleased with the Dell at any rate. read more

I really (really) hate this place but manned up because Ken's in the market for a new iPod. My biggest problem is the place is crawling with people - I swear there were 70 'customers' in there when we went on Thursday @ 4:30pm, most of them kids messing around with all the gadgets to try (and no, I'm not this bitter because I don't even know how to turn ON the iPad that 6 year old is using to surf the web!). What I truly appreciate about Apple Store is the customer service. Once you get one of those red shirts to yourself, you're golden. Ken and his salesguy debated him replacing his old and tired Classic with a new one or trying out the Nano for a good 15 minutes. They eventually chose the Nano due to the size, and more specifically, the color touchscreen (very cool). read more

I bought a phone here today and the sales person was great, Ashley was great with helping me get it set up, but whoever answers the phone in the back is a real asshole. Between trading in my phone and getting the new one, I didn't have service. So, through WiFi, I messaged my boyfriend to get him to activate my new phone for me through boost mobile. It wasn't working and the staff at apple couldn't figure it out so they sent me to boost (in Brighton) and I left. My boyfriend called them to see if I was still there to let me know the activation went through, and the person who answered the phone was very rude, wouldn't help him, and should not be someone who answers a business's phone. Moral of the story, if you want good customer service, go into the store and don't call for anything. read more

I have an ancient iPhone 7 and my battery is super degraded so I took it in to get looked at. I want looked down on or made to feel inferior at all. On the contrary, I was treated with respect and understanding. Diana greeted me (and I was greeted at least three times by other people!) and then I worked with Chris on my phone problems and they were both fantastic. Chris especially was knowledgeable and friendly. He explained everything to me thoroughly and gave me options for what to do. I felt really comfortable talking to him. Apple's customer service has really left me with a good impression which can be rare for such a large corporation. Highly recommended! read more

How to become a trillion dollar company by taking money away from loyal customers. I stopped by the Apple store to repair my phone that was not connecting properly to the charger. The Apple workers were nice and friendly. Two technicians inspected my phone carefully. The first one said that he could see signs of damage in the charging dock, likely caused by charging the phone with a non-Apple cable. After a second technician inspected the phone phone he claimed that that my iPhone 6S was irreparable, and that I need to buy a new phone. He said that he could offer me $150 credit for my damaged phone if I replaced it by a new iPhone costing more that $650. I told him that I would prefer to fix my phone because except to the charger problem, I was happy with it. He stated again that the phone could not be repaired needed to be replaced. I thanked the Apple technician and stepped outside the Apple store and went to one of the kiosks with a phone repair sign. I told the kiosk phone expert that the charging cable was not attaching properly and that Apple told me that the phone could not be repaired. The kiosk guy smiled and said of course they would say that, I can repair it. He checked the phone carefully like the two Apple technicians. Then, he said that the charging port needed to be replaced and that it would take 20 min and cost $65. 30 min later my phone was repaired and working like new, this is 1/3 of the time that spent at the Apple store. The moral of the story is that we should not trust the trillion dollar company that makes cool devices. They reached this mark by taking money away from their poor customers, one at a time. My pledge is not to replace any Apply product for a new device unless the old product is inspected by a non-Apple expert and deemed irreparable. read more

I bought the Apple Care service contract against my judgement at that time, and I am sure glad I did. I have had two repairs: the first was the fault of the computer (screen went dead) and the second was mine (computer slipped out of its case and crashed on the pavement, ruining the Touch Bar). Both problems were fixed quickly and at no cost to me, except for the initial cost of the service contract (well worth the money!!). In both cases, after making an appointment, I was seen right away by one of the geniuses. The first time my computer was sent off and came back in three days. The second time it was fixed in-house and was ready in three days. This store is very often busy (go in the morning if possible), so it is wise to make an appointment (easy to do on line). There are always one or two triage greeters, and then incredible numbers of people working in the sales area and repair area. Even though the store can look very busy, there is plenty of staff to help. I have always had a good experience with little waiting, even when shopping as a walk-in. This is customer service at its best. read more

Walked in to try on Apple watches with my boyfriend and we were instantly approached by a friendly employee. Mike was great! He was so intelligent and really helped us find the perfect size and band. He also gave us some helpful insight on the pros and cons of the watch (he never had a problem with battery life, the white sport band never really got dirty, etc). I'm on the market for a new Mac so I'm hoping I run into him again when it's time to buy! read more

Apple Briarwood - Such clean looking tables! Apple has the best presentation. - Computers Near Me - Ann Arbor, Michigan

I had 4 old Apple devices I wanted to recycle responsibly, so now that this store is open again I came in. They're practicing safety protocols: limiting number of people who can enter for distancing, requiring masks, etc. Bradley was friendly, courteous, knowledgeable, and helpful. He was patient and persistent in trying to get me a trade-in for the eligible devices. As a result, I left with over a hundred dollars in gift cards that I can apply to purchasing my next iPhone. This is consistent with the good service I have had in the past at this store. read more

Hey, it's an apple store! What more can you say? Well, other than I need to stay away because every time I go here, I spend money :) The staff are super nice, friendly and goes an excellent job of answering your questions. I had to take my laptop in for service, logged on to the apple website, made the appointment, got there, saw my name on the screen and within few minutes, I was up. It took no more than 10 minutes to determine the problem... granted the laptop had to be shipped away. read more

In normal times, the place is packed. Yet the service is fast -- each sales associate has their own "cash register" to ring up sales. I just came in for a cover for my iPhone and the SA knew the products, was patient while I decided, and even attached the cover (it was a tricky one) and screen protector. Today will be my first visit during the pandemic. Because they are helpful and fastidious, I'm not worried. read more

I've visited dozens of Apple Stores, and the Briarwood one is consistently the worst compared to the company's other locations. - Staffing/wait time: this place seems to be either perpetually understaffed, or just poor at planning for staff to be available during busy hours. There is regularly a line out the door filled with scowling customers, with only a relative handful employees in the store. Even if you have a scheduled appointment, expect to wait up to an hour just to receive attention. - Unfriendly attitudes: the employees here often seem irritable and unwilling to help. On occasions where there isn't a line, it can be tough to get someone's attention, and then they seem annoyed by being interrupted from doing something apparently more important on their phone. I've had this experience both with individual team members as well as managers at this location. I've also had employees who aren't able to answer support questions, and they don't know what to do next... generally those conversations have ended with them outrageously telling me to call 1-800-MY-APPLE instead or try a different location. - Purchase experience: if you buy something online that they have in stock and want drop by to quickly pick it up, expect to still be subjected to the aforementioned long line to wait for help. And this is a small location, so many "in stock" items aren't available on the shelf, but require an employee to fetch from the back. If that weren't the case, the self checkout option in the store's app would at least sidestep some of the other issues with this location. What should be a quick and easy experience is unnecessarily complicated, time-consuming, and frustrating. This store probably seems alright if you don't compare it to other Apple Stores. But they're really lagging behind the experience at other locations, and it's been that way for years. This Briarwood store is an exercise in frustration, and it's enough to drive people to competitors. If you need something from an Apple Store, either order it for delivery or take the extra hour to drive to the store in Novi or Troy. Those ones are also overcrowded, but they seem to handle the load much more effectively, and they have a better track record of honoring appointment times. read more

The service is at this store is exceptional! The staff has always made economical and efficient advise, that will not only save me money but time as well. They have replaced my ipad or phone if it's with in reasonable time, without any hassle. I have at times waited to get help, but in mean time someone has always checked up on me, and let me know how far along the help is. They offer great range of classes, and at time do give quick tips to make work easy. The staff is not only friendly, but has good communication with each other. Every time I come in here they are always training someone. I don't see any power struggle, or anyone taking credit for something, like I have in other stores. What ever is not in stock, they can order for you. I love the business team as well, the discounts are that major, but every little bit helps. read more

Shoutout to Diana for being hilarious and helpful while running a diagnostic on my MacBook Pro. To anyone who has accidentally spilled water on their device, power off immediately, pat dry as best you can them let dry for 48+ hours propped upside down with pillows. Google the hell out of the process too. Then if you're really worried like I was, go in for a check up and you can laugh about the genius who stuck their overheating phone in the freezer. read more

This store has been robo calling my house phone for at least the last two days - 13 times!!!! It is pissing me off. I live in TN and I don't own any Apple products. LEAVE ME ALONE!!!! read more