I had ordered a computer from Apple in March and they kept pushing back the delivery date. So, on 4/30/22, I cancelled that order and placed an order for an already configured iMac from this store and paid $9 to have it delivered that day. I also ordered an external hard drive. A driver from "Uber Eats" showed up with the external hard drive, which was marked "1 of 2". I asked where the computer was, and he said the store never gave it to him. I have been on the phone with Apple daily ever since. So who stole the computer? Someone at the store or someone at Uber Eats. When I contact the later, they claim they never had the order. read more

condescending workers that try to make you feel like you're an idiot because their is a problem with their product. broken keypad or something alike do not ask for help here or they will try to make you feel stupid. read more

My friend's phone was shattered into a million pieces. We went to get a new battery for her older iphone and a new screen, so she could just use that one again. Today apparently was the launch of a new ipad, so the employees barely gave her the time of day. Michael, the guy who is the iphone "specialist", whom we were referred to by the "greeter" was very curt and wouldn't touch her phone. Barely looking at us, he told us that he won't sell us a battery and he cut her off as she was asking a question, stating that Apple won't touch your phone if your screen has already been replaced by another vender. It was clear that he wasn't concerned, nor did he have time to deal with an old iphone 4. He turned back around and went back to selling his newly launched product. My friend said "Guess I'll just get a droid". Michael said "okay". Last time I went through customer service training, it did not include NOT HELPING THE CUSTOMER. Way to go. read more

Listen, I know what I am getting myself into when I go to an Apple store. All are crazy busy with a stupid check-in system and not enough staff to help everyone. That being said when you can talk to someone the experience is great. I recommend coming with expectations of a long wait and with questions ready. Or, make a reservation, that usually helps. But hey there is always apple.com... read more

What an amazing experience! To provide some context, I am a disabled veteran, and do not like to be in places that are crowded and loud. I walked in and was immediately greeted and explained to the young lady that I was a little early, but that was OK. I can wait if need be. She got my name and instantly recognized that I was wearing hearing aids and hard of hearing. She said she would try to get my appointment, bumped up a little, and to my surprise she got me an appointment immediately. The young man came out, asked me what the trouble with my AirPods was, and said he was going to take them to the back to run a diagnostic and came back out not even 10 minutes later with a brand new set of replacements. the Apple Store Staff went above and beyond to not only replace my defective product, but take care of my individual needs. I highly recommend the staff and store. read more

Such a frustrating experience! I would leave no stars if I could. I got checked in and needed to take a phone call. So I told the employee that I would be right outside the store. He said that someone would come get me. Once I got off the phone, not more than 10 mins later, I was told that I got skipped because I didn't show up. The employee straight up lied to my face. I can't stand how smug some of the employees can be. This whole experience makes me want to switch to an android and a PC. I've spent a ton of money with Apple, you could at least treat me nicer! If you can find a closer store, go there!!!! read more

Friendly service, once we got waited on....I had an appointment and still had to wait an hour. Promptly fixed my problem with my cell phone. No questions asked. It's okay but long wait time! Very busy place!!! read more

I would give 0 star if possible. I was servicing my mac in Dec 2019 and went on holiday till Feb 2020 and I told the worker there that and she said that she will note it & then got an email, called back and told them I'm stuck in NYC and the phone person said it was ok, and just be back cause of covid. Went to store& it closed, after months of still no contact when they closed down the store, keep calling &still no answer. & advisor on the phone keeps saying they'll called back. No called back. From case # to case # & months after months.....Finally today Now, finally today. The senior advisor who have finally reached the store (which were closed for months on end since covid) said I've abandon it even though I had called the store worker that I was on holiday then & stuck in another state due to covid and promised that it was okay, and now, they refused to talk to me on the phone with the senior advisor saying that the store refused to refund/or help in anyway, and hang up on me cause they refused to fix the issue or talk further about it, terrible service. (My MacBook that hold tons of my information, photos, loves one who now passed away, old friends, etc are all gone cause someone thought it was just garbage to be abandon and didn't even contact the owner of it. ) And told me the only solution is to buy their own new MacBook Lol. I'm thinking of changing to PC now. Thanks for your terrible service. Seriously, do not go to this store or apple for me ever again unless you've given them money to buy a MacBook. Apple has def changes. Goodbye Apple read more

I love Apple products, but going to the store isn't fun. This store is always overcrowded with lots of people not buying things and it always smells. If I ever need to go for a service appointment there's still like a 30 minute wait just to get your appointment started. What's the point of having service appointment if it starts 30 minute late. The staff is very knowledgable and nice for the most part. There are some condescending Apple nerds but that's Apple for you. It's so hard to just drop in and pick something up without trying to get sold something you don't need. I do feel lucky having a close by Apple store. read more

The customer service here is incredibly awful. I got my Mac repaired and I was called to pick it up in store. They didn't accept campus ID nor scanned official ID, which is just ridiculous. Scanned ID are effective even on most of the government issued services. That makes zero sense to say that it is not effective at an Apple store. The whole thing sounds even more illogical provided that I'm supposed to make the payment while picking up. Do they feel themselves being wise to imagine that someone else is gonna pay $1500 for me just to steal my old-Intel-chip-version laptop? read more

One bad Apple (store). I went in after lunch today (Fri) to pick up a new iPhone. The salesperson seemed put out that I was there, suggesting I go to AT&T instead. He was unable to answer basic spec questions about the differences between the 8 and X, and gave incorrect information about the iPhone Upgrade Program. I ended up having to look up the information myself. Why work in an Apple store when you obviously have no knowledge of or interest in their products? I eventually gave up and left without buying. This was my 2nd bad experience at this store. Maybe I'm spoiled by the service level in other Apple stores but in the last few years I've purchased 2 Macbook Airs, 3 iPhones, 3 iPads, and an Apple TV from other Apple locations and had great experiences. This place is definitely the bottom of the Apple barrel. read more

Experienced a very rude interaction a few weeks ago with a man named John. I had been traveling alone with a broken iPhone and finally after reaching their store for help, was turned down without any eye contact or advice. His explanation for the lack of service was, "I'm sorry this isn't Target customer service, I'm just a technician." I made every effort to be kind and respectful but felt very attacked from the moment I asked for help. I left the store defeated and still with a broken iPhone. Thankfully, I found help the next day at another Apple store in Nashville where the staff was much more helpful. I had never had such a poor experience with Apple in my life and I hope it doesn't happen again. read more

Asked for a simple repair (battery replacement), was told after they had my laptop for SIX DAYS that they wouldn't replace the battery without also replacing the hard drive, since someone other than Apple had installed it. That would have been nice to know on the front end! Now I will have been down eight or nine days with no computer, and it will come back unrepaired. Utter nonsense; never trusting Apple with a repair again. read more

Waiting too long to have them checked my phone but if I'm interested in getting a new one they are glad to help ASAP read more

Apple Southpoint - That's all you have to seat and wait - Computers Near Me - Durham, North Carolina

Passable experience. I came in to buy a $200 of headphones and checking out was a nightmare. The set up of this store is beyond confusing. After holding the box in my hand and asking for help I was FINALLY able to check out. Every single apple employee seemed to be engaged with another person even though I came during the strangest time of day - the middle of a week day during the day at 2 PM. For the price that I paid for I didn't even receive a bag. I was told if I wanted to come back another time to preserve the Apple Experience could be my option. The young man helped me was very nice and gentle. I wish they would either hire more people or make the layout of this store less confusing. read more

Absolutely wonderful staff and service. Walked in without an appointment mid-day Monday just to see if I could get in, I was seen within the hour. The tech that helped me was friendly, insightful, and kind! Truly unsure why there are other negative reviews - the staff here are wonderful. Grateful for their knowledge and kind customer service. read more

Hey Apple, you boast about equal rights for all and I couldn't event get in the store doors! Once someone helped me with my wheelchair I got stuck in the bathroom that had heavy doors and no push button to open them. It's 2019 and when I asked to speak to the manager I was told that this is an "old store" with no apologies or help. I am in a wheelchair and have rights to be able to shop. Why doesn't Apple Care about people with disabilities? read more

Rude staff, even when you've made an appointment. I would have purchased more if I had someone who acted like they actually cared about educating me on their products. read more

I took my phone in because it was not holding a battery charge. Apple swapped my old phone for a "new" iPhone. They used to do this for cheaper, with refurbished phones; however I can almost guarantee the "new" phone they gave me was refurbished as it came in refurbished phone packaging. I was asked to pay the new phone price which is $100 more than the refurbished replacement price. (They said they no longer do this option, even though I had this done at another location in 2017) The employee walked me through setting up my "new" phone and it continuously kept crashing and returning to the "hello" screen when I attempted to restore my back up. The employee advised me to take the phone home and restore it from my MacBook back up instead. The phone then deleted the back up on my computer, and I spent 2 hours on the phone with apple support who basically were of no help either. I took the phone back to the store where after much trial and error it was able to start up and restore the backup. I spent 5 hours total dealing with this issue. 3 days later my "new" phone begins turning itself off and on repetitively and crashes. Again, back to the apple store, waited again for another 2 hours for them to finally swap the phone out for another "new" phone since the last employee wouldn't before after the issues. The employee then sent me off without any assistance in set up and told me that he needed to assist other customers and could no longer help me-- tried to ask him further questions about what my phone was prompting me to complete and was ignored. Took my phone home and it is still not finished updating (another 2 hours later). I still do not have a working phone. This is absolutely unacceptable. The customer service for this company is complete garbage and has significantly gotten worse with time. For the amount of money spent on the product you would at least expect it to be working, and having to continuously spend time at this store waiting for someone to barely attend to your issue is ridiculous. read more

Terrible customer service at Apple store. Even with the reservation, it took Apple team member 10 minutes to see us. We were told it will 40 minutes to complete work. We checked after 40 minutes, associate told us it will be another 35 minutes or more. So 40 minutes turn to into 75 minutes at least. Ended up leaving store have to g back next day to pick as it was closing time. read more

Mixed experience. I've been here a lot over the years, and always find the store crowded, loud, and bad-smelling. But sometimes you just have to go, you know? The following is a detailed account of my experience yesterday in the Apple Store at Southpoint. I had really good customer service from the two reps I met with yesterday. The first one was super excited about the brand and new product offerings. She helped me figure out which iPad to get, including pointing out why she likes the black border more than the white. She showed me her favorite case, and even pointed out search terms I should include if I were to search for a better price online. She also mentioned how I could bring back my current iPad and get a large chunk of money back- her instructions were so detailed and accurate that doing this a few hours later was a breeze! The rep who helped me with this trade-in a few hours later was awesome as well- a seamless transaction that put a chunk of change back on my credit card. They even helped me recycle my 10-year-old MacBook that had been serving a very important function of paperweight in my house. The reason I saw mixed is because while I was being helped by the young man in the afternoon, he was interrupted quite a few times. Not with urgent questions, either. One fellow employee came over and excitedly asked him how the wireless charging for the new iPhone worked. Not even a glance in my direction as my rep was busy entering the serial number of my iPad. Then another employee came over and started quizzing him about how comfortable his shoes were- this is as my rep was entering in my driver's license number. You can imagine that this made me a bit nervous- I really didn't want him to make a mistake that would affect my cash trade-in. Maybe this is some sort of Apple Store training- try to distract the employee who is actually doing his job by asking him ridiculous questions! I was shocked by the unprofessionalism of these people. I almost spoke up and said "Can't you see he's busy helping me?" but I didn't. Everything worked out from my perspective, but is it any wonder that I much prefer the online shopping experience? If you go to this store and want to brave the smell, I'd suggest not following my example- speak up and ask the unprofessional reps to give you some space if you feel your rep might be getting distracted. I know I will if I ever return. Maybe some training on how to behave professionally from the customer's perspective is what they need. read more

Horrible wait time. Staff doesn't seem to care that they are so behind. Horrible inconvenience and no empathy from staff.

The employees I interacted with at this location were BEYOND helpful. I walked in without an appointment (I am not from the area and did not anticipate needing my computer fixed while in Durham), and Mario was able to assist me and get the next Genius Bar appointment for me (in just 1.5 hours). Then Bryan was able to solve both of my issues, and my computer was delivered two days earlier than they said to expect it. Such a great experience! read more

Had appointment to shop at 1:15. As I entered the store was packed. The check in person was talking to someone without an appointment at length and I was fifth in line. Found out those except for 1 had checked in. So I waited afraid I would be late for appt. That is not an issue here. They must be short staffed because after check in I waited 30 minutes with no one saying " So sorry you are having to wait. When I checked back with the check in guy he said I was second in line. So disappointed. Wanted to talk about many products. Now I am going to look for alternative products to apple. read more

Took 15 minutes to find someone who would check me in for my appointment. Waited another 15 minutes and hunted someone day to find out I was not checked in. Standing here, abandoned, wishing I were not so heavily invested in the Apple platform because of its rapidly declining quality and the total lack of service at this, my closest Apple store. Have not received and apology, a store credit, or anything to make up for the lack of service or the pervasive quality issues with the products. read more

I have many apple products: a MacBook, Watch, iPhone, etc. Every time I go to this establishment, I'm greeted with rude customer service in an understaffed store. I had just purchased the iPhone XS Max and some moisture got trapped under the lens. (It hasn't even been a week) So I took it into the store to fix it. They said it would be better to do an exchange. I waited an hour before we were seen, just to be told I needed the box. They should have told me over the phone when I called, or even upfront when they told us we should have an exchange done; otherwise I would have just got it repaired. Instead I wasted a total of 3 hours and my phone has not been exchanged or repaired. What a way to treat customers; I won't return to this location. read more

Terrible customer service. Basically signed in multiple times with different employees. Employees were more concerned with making sales than helping customers with faulty Apple products. Was told my phones temperature rising to shut down temperatures while charging "was normal" and not to be concerned. Upon having my phone returned to me and the screen protector missing. read more

It's pretty shocking that a leader in technology doesn't use a texting service when you check-in. Not only do they expect you to stay in the store, you have to stand in an assigned section of the store, you can't even shop around while you wait. I can't believe it's 2019 and they haven't figured out a more efficient way to queue up! read more

This store was PACKED. I walked in to scope out a birthday present for a friend, and was kind of shocked at the zoo that was unfolding before my eyes on a Friday afternoon. Finding anyone to talk to was kind of an impossibility (I casually swept in on someone to ask a question), and ended up being told I should just order it online. Hah. I've been to several Apple stores, and I have to say this was the first one I ever went to where they just kind of had the "whatever" attitude. I don't mind too much, but its just kind of a surprise. I think the thing that bugged me the most was the "queue." They had a line of people leading out to nowhere in order to purchase something. There's no standard wait times, no obvious place to wait or signs indicating WHERE you should be, and its first come first serve - which is fine, normally, but if you are going in to buy a little iPod or something quick, you are totally screwed. Someone let me lean out their store processes, pleeeeaaase! read more

There's nothing like an iPhone scare to make you appreciate (disparagingly self-reflect?) just how much we've come to depend on mobile devices for ... everything. I remember in college thinking I'd rue the day I ever turned into one of those texting-while-walking; frantically-scrambling-through-purse-realizing-phone-is-AT-HOME!; call-conversing-while-making-a-purchase (well, no, I don't do that last: That's just plain rude!) people. Enter 2011 and not only do I panic if I forget my phone (omg, how will I find the restaurant I'm trying to get to? What if I get an urgent work email? You mean I CAN'T CHECK IN on Yelp???!!!!); but I treat the phone as though it were a living being: polishing the face of sticky fingerprints, checking it just before bed and first thing when I get up in the morning. So today when apple screen of death kept randomly popping up and freezing it's grip on my phone, you can imagine my frustration. Self-diagnosing via many a web forum, I decided to try and "fix" it with a restore. Which freezes up halfway to completion. Aaaand now my phone is frozen on a USB restore screen. #%$&^**& Luckily, I live like a mile away from the nearest Genius Bar. WTF are so many people doing at an Apple store at 3pm on a weekday?! I hadn't made an appointment (note to self: make appointment upon next mobile/Mac meltdown), but got one scheduled and only had to wait about a half-hour. The techs all seeemed really nice, and reeeeeally patient. (This one woman to my left insisted on not entering her iTunes password for 15 minutes, and then after finally giving in, insisted on not validating her credit card information on her account. Let's face it: The internets are scary. But the Apple dude patiently and persistently guided her through the process to resolution.) As did mine. He was able to get me up and running again -- to my relief! This is the 2nd iPhone related panic attack I've had. And they've come through for me both times. Stock is decent if you want to try before you buy. It's always solidly staffed, so you get one-on-one attention ... with super-cool kids who look straight from the PC vs Mac commercials. read more

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. read more

It's an Apple Store, I've never been to one Apple Store over another and thought, "Wow, now THIS is the best Apple Store I've ever been to!" The benefits of the Streets of Southpoint location is the outdoor feel, it's not directly instead of a mall, but rather on the nice pedestrian friendly "sidewalk." Once you walk into an Apple Store, the "host" or "hostess" will quickly be-friend you and put you on a list to talk to someone (note: they usually write down a physical description of you, like brunette woman in red, etc. I've aways wanted to read the list of descriptions!) People that work at the Apple Store i.e. the "geniuses" are just like you and me but have gone through training to be really Apple smart. They're typically friendly and honest about APPLE products. HOWEVER, Apple does NOT have the best deals or repair rates. I discovered this previously when my "only option" to replace a problem on my iPhone was $$$ {so I took it to Triangle Cell Phone Repair--not also located at Southpoint-- and had it replaced for $}. Other things you should know about the Apple Store: they have some "loan programs" that you can only partake in if you buy the product from the store. For example, you can purchase the new SE iPhone and pay over a 24 month period with no interest. I'd assume they have similar options for other products. Also, if you buy something in-store, they can transfer your information over. For example, if you purchase a cell phone, they have a relationship with most of the cell phone companies that allows them to set up your phone right there (as long as you're the authorized user on the account.) So there ARE perks to the actual Apple Stores which makes the still necessary regardless of all the answers and purchases we can find and make online. The Southpoint location meets the needs of an Apple user and I'm a fan! read more

The place is horrendous. Nobody is allowed access to the store but there are still 3 security guards outside to protect their precious yet absolutely useless services. No walk-ins are allowed, but the guards won't leave you alone as you struggle to make a last-minute appointment on your phone. Once you get to the website to make an appointment, you can see that the Genius Bar is somehow booked for the next year ( yet when you look inside, it's clear that there is no one in there being helped, so I'm not sure how they are so "booked"). Why do I feel like a criminal for wanting to get my laptop???? Literally makes me consider switching to android, and I can't wait to never go back. read more

The location is excellent, and can't be beat. And, when your apple product might be broken or on the fritz, you can normally get an appointment. But when I was unsure of whether or not my phone charger was working (admittedly, it wasn't an Apple product, so I was pretty sure it was the charger) I brought it in to check. Within a moment of being there, I got eye rolls from Glick (who I wanted to call Glib the entire time I was there) as I mentioned the charger wasn't working. I'd had a chance to try it on their charger, and it worked, so I knew it was my charger. He eye rolled me again, and "ran some diagnostics" (which probably meant plugging it in the charger as I already did), coming back to tell me what I already knew. I felt so judged the entire time (despite the fact that I do spend the money to buy iPhones on the regular). Glick was rude, and I hated that. Simple as pie. read more

This store is wonderful! It was busy busy we were connected with a staff person (Lexus) immediately. Lexus was so friendly, professional and knowledgeable! We upgraded 4 phones, two of which we did not have with us, and she handled everything beautifully. Thank you Lexus, you were amazing!! read more

TL:DR: We took a phone with a working screen in to have new glass put on, and came back two hours later to be told we had to buy a new phone as they "found moisture". We said no and asked for the phone back, got it back, and magically in the two hours the screen had become ruined. Only showed in a single band and was covered in dark blacked out spots. I confronted the manager, and said well that just happens sometimes, they bear no liability, and if I had a problem I could call the non-existent apple customer support line ( I say non existent because 1 800 GO APPLE doesn't even had a CS menu option). I've heard the stories that they will break your phone on purpose so you have to buy a new one, but assumed that was wild overstatement. Its not, it happened to me tonight. If your going to buy Apple products, don't take them in to be fixed by Apple beyond the warranty date. The Full Story: My partner took one of my iPhones in to have the glass fixed, waited the two hours, and came back to pick it up. Long story short, they "found moisture" and could only replace the phone. I said no thank you, and asked to have the phone back. Got outside, it would only show the screen in a single band and was covered in dark spots--when I brought it in two hours before it worked perfectly. I went back and asked to talk to the manager. Don't worry, the shift manager provided me with the terrible customer service stance that "this just happens sometimes" and "they aren't liable" if I had a problem I could call 1.800.GoApple (because evidently, they don't have a customer support email--seriously, in 2017?) I called that number, and they don't even have a customer service option in the menu. What I've learned tonight is you have the worst customer service I've ever seen when something goes wrong, the manager had No desire to try to make this right despite my partner and I being respectful and calm when presenting the issue. The newer employee next to him (when we returned with the issue, he said he didn't know because he had just started there) just kept going "damn, that sucks"--at least he had the ability to empathize with his customers. From one customer relations protocol professional to another, I might would recommend a policy of providing a discount on the replacement phone when this happens as a means of showing understanding of how unfortunate this is when it happens--taking ownership of your mistakes goes a long way. I own a newish 24" iMac, a Macbook Pro, a Macbook Air, an Iphone 6, an Apple Watch and an iPhone 5. I've used nothing but Apple for the last 11 years, and now work in the ecommerce industry out of RTP in Business Intelligence where I've been using more of your business solution products. Just wanted to let you know that since in this small thing you've shown your true, at least seemingly deceptive, certainly unconcerned nonchalant attitude towards customer service--I will never purchase another apple product. I wish there were a 0 star option, really disappointed to see Apple has grown to the point of having no value for customer service. read more

This review includes my experience at this store, but devolves into a critique of the products sold at the store, and is colored by my self-loathing for dropping my uninsured iPad, just for your information. I went at the store on Friday at 5:30 and it was fairly empty. I would look at the appointments online to see if they are busy and if making an appointment in advance is necessary. Basically, I received great customer service, very quickly, and I love they send you your receipt by email. Every business should give option of sending receipt by email, instead of BPA-loaded, wasteful, paper receipts that we all throw away or lose track of. Back story: I was given an iPad mini this year, and I dropped it from three feet, but onto gravel, so many, many cracks in the screen. Totally my fault, and Apple has no obligation to do anything for me. I read online sometimes Apple will just give you a refurbished iPad for free...even without AppleCare, but that was sadly not my reality. They gave me the standard price for replacing an item out-of-warranty. So be sure to 1) buy insurance (I would check out SquareTrade before others) and 2) use protective cases...or just don't ever be clumsy. They could have, of course, not even given me that discounted price. An expert in contracts recently told me that with many of the fine-print contracts- we are basically signing away virtually all our rights, but companies like Apple still tend to do things like give you a free charger when yours breaks, just to keep customers happy and improve their brand/image. Now about their products....they could make their prices more affordable (student/veteran/teacher discounts!), or at least pay workers more in China, and still be very profitable. But they choose to just extract huge profits (hard to understate how much money they make) from cheap labor and high retail prices. Okay, fine, that's our capitalist system. But as a consumer, I think it makes a lousy product. I hear Apple people say "I like my Apple more than I would like your laptop." Yeah, my laptop cost $330, and yours cost a minimum of $1,000 (more likely $1,500-$2,000). I would like a Tesla model S more than a Honda Civic. But is your Apple 3x as fast as my laptop? 3x more memory? 3x better graphics? No. Unless you are a programmer/designer/artist who needs a Mac, or someone who can print money, I don't think most Apple products give you your money's worth. There are so many great tech options for a fraction of the price. Many students complain about mounting debt, but when they are buying $2,000 Apple computers and $500 iPhones (plus $1,000+/year data plans), it's slightly undermines their argument that they are fiscally responsible actors making a reasonable effort to stay out of debt. End of gripe. Hopefully this makes it to Mr. Cook and they make sure the low-wage laborers making Apple products get higher wages and benefits, give discounts to students/veterans/teachers, and are content knowing they helped make the world a better place (and still make billions of dollars each year). read more

I had an appointment today to have my Macbook Air's battery replaced. I called ahead to make an appointment not only to make sure I wouldn't have to wait to be seen but because I wanted a price estimate beforehand. The phone interaction was fine and went smoothly. I asked how long the service should take after turning over the computer and was told it wouldn't be long and I could wait for it to be completed in the store. Then I went in for the appointment, at 12:15. I "checked in" immediately having gotten there a little early. I got checked in and was told somebody would be right out to see me. About eight minutes after my appointment time someone came out and took me to the genius bar, and provided adept and straightforward service before telling me to come back later for the computer, and that I would receive a call and an e-mail when it's ready. I asked how long it should take and was told two hours, so I decided to wait and get some stuff done at the mall in the meantime, because I don't live close to the store. I've now been waiting five hours. I've come back in multiple times to ask about my computer in person and have been told "You'll receive a call and an e-mail when it's ready." No empathy, no accountability or concern, but admittedly a smile. Even during their less busy times, no one would go back to check or update the time estimate. Friendly customer interaction doesn't justify deficient communication about wait times. The expected wait time being 150% longer than expected, and running, is absolutely and ridiculously unacceptable. Do not believe them when they say same day turnaround. Just come back the next day. I'll add more to this once they finally get my computer back to me. Update: I eventually went back, visibly angry, and persistently asked until they got a Technician to call in back. At that point they had just started working on my computer and expected a 30-60 minute wait time. 50 minutes later I had my computer. It took six hours from the end of my appointment to the regaining of my computer, a full three times the estimate I planned my day around. read more

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. read more

They were completely unhelpful and there is no grace period for being late to get your phone fixed. They automatically reschedule you for the next week and you drive out here for no reason. Do not take your phone here. read more