Really terrible customer service. Wanted to buy two apple watches and had a quick question before I made the jump and they wanted me to make an appointment to do that a few hours later!! So ridiculous that I don't even want to buy apple products anymore. read more

Wrote a review years ago when they really didn't help me very much. They did end up giving me a new phone eventually. But now that I am on phone number 4 which I bought from them a few weeks ago I was having trouble getting data even though I could make calls and send texts. No internet or Maps. My cell provider was no help. A guy named Julian fixed it in like a minute. Simple setting that was wrong. Very grateful. read more

The cult of Apple I don't really get. I'm just here for the battery life. We took advantage of the low-cost battery replacement deal for my old 6s, which I passed to our daughter. I made an appointment through the website, and was told a battery was not guaranteed. It's all very mysterious, as in you aren't sure after a wait if you are going to get anything at all. They did have the battery in stock, no problem. If that's the case with you be prepared to go do something else for about three hours while they replace it. If you go in with no expectations, it's not so bad. read more

Can't get anything delivered there now, can't get hold of anyone locally to double check info from farmed out help who seem confused by inability to schedule an appointment, can't get help picking out or ordering a product, you can not get anyone to answer the phone at this store and are not able to drop in. I might stop my Macbook purchases and switch to a PC because you can't even speak to someone located in this country let alone locally. If you know you won't need extra memory (you can't add any later) and have to buy from Apple, go to Best Buy, otherwise, good luck. read more

I was having some hardware trouble with my phone that couldn't be fixed by myself or apple's online resources, so I made an appointment for this location hoping to get some help with it. I arrived at my scheduled time. When entering the very crowded store I was not greeted or acknowledged by any employees, and after walking around the store not quite sure who to initiate my appointment with I was eventually redirected to some employees standing at the front by the doors. After around a 5 minute wait I was asked to wait in the back of the store for someone to come help me. I waited 30 minutes before anyone came over to help with my simple problem, the employee who did help me was polite and courteous even though my issue was something she couldn't really help with. I counted twenty or more employees on shift, and even with that number you will still have very long wait times so be prepared for that. All in all if you're coming for a Genius Bar appointment make sure it's something that you really want to do because it will not be a quick in and out process no matter how small your problem is read more

I love my apple products. I especially love my Ipod. This trusty companion is always by my side during my training runs supplying me with all the music my ears can handle. I love it so much that I sweat profusely on it to the point that it finally gives up and dies. Thankfully, my applecare warranty is there to save the day. So why other the 3*? The store's (company's) process for handling repairs/replacements is miserable. First, you can't just walk in. You must set up an appointment. While this makes sense for bigger items that can be troubleshooted or repaired, it doesn't for a Nano that refuses to function. Next, even though you have an appointment, you will probably still wait 10-15 minutes past your appointment time to be helped. A good way to pass the time is to count the number of ironic tattoos the employees have. Once helped and it is determined that yep, nothing works, they will look for a replacement in stock. Since it has to be an exact match (even same color), you maybe, like me, out of luck and have to get it ordered. And this is when it gets fun. When they have the item back in stock, you have to, again, make an appointment to pick it up. *Go back to Step 1. read more

This place can be overwhelming. I never noticed it before but a recent visit for a service matter has shown me they really are in half of every American home (Apple products are in 50% of US homes - not my quote just a fact). The Classes were filled with the Seniors. Apparently, they all are upgradiing for show or to lure and keep the grandkids happy. My colleague gave me the note that it's for the first portion as his in-laws are notorious (lol). I had an appointment. Told to wait after checking in. Waited 2-3 minutes and a rep helped. There's a lot to juggle (and I used to sell cellphones while in grad school) but it reminds me of Europe's largest cell carrier and how their store stays swamped. Logisitically - it's a lot to take it and was daunting trying to figure out who's the rep to check in with. * Good thing: there are visual boards stating that you can check in via your phone. There's a kid section with Ipads to play with at their level (indoctrination starts early, folks). The rep was honest in not being able to take me further than she knew, but she tried. Large tables with stools are the places you go. Man behind rope in front of the Ipads - which is smarter than just placing a theft deterrent in the item as a live human can answer questions promoting service. Above all - I'm not afraid of crowds, people, noise and the likes but man...heed my word if I'm saying it's a lot for the senses. I walked away wishing for an Android. But hey~ at least there's someone in person to address issues. Simply replace the phone rather than try and fix it (although I would have preferred the fix. I get attached to my things). read more

this place seems like it doesn't want to sell, you anything. the web site says walk in is available went again today and was told i needed to make an appointment. 1 1/2 hours was the estimate on time i was the yesterday and walked in and got great help, so i purchased a watch' tried to buy on e today and i can;t that is a stupid policy at apple i told them i knew what we wanted, i just wanted to buy and i couldn't read more

I came in the store with a friend who wanted to buy a new apple computer. The store itself is clean. The service is probably good but it seemed my friend had to wait an excessive long time. I even observed customer that entered the store after us were seen before us. Once he was finally seen he did find the computer that we drove 2hrs for. read more

I have been using Apple products since 1984... went into the Hilldale Wisconsin Apple Store after around 2 hours on the phone support. We got cut off and thought I would get better help at Hilldale. Boy was I wrong, after waiting 15 min to see a technician, he had problems as well, could not log into any of my devices. He kept asking about my password for my MacBook Pro and I kept telling him what it was - it had worked the day before and after my call no longer. Had to wait an hour for the program to even let me try again. Went and had breakfast. I am 66 years old, struggling with blood cancer and very tired and had pain so I was becoming unhappy. The only option was that I could get my account recovered but would take 30 days or so.... I needed my computer for work and felt that if I was a business owner, I would have been treated better. Thirty days to be without my laptop was unacceptable and during the holiday season? Came back after an hour, same technician did the same thing and again - are you sure the password is correct? Really? Anyway, the assistant manager came over and explained procedure. What about creative thinking? Surely they are ways to circumnavigate this and get a positive outcome? she repeated the procedure policy and the inadequate elevator speech... I let an f... bomb go and got out my passport is to prove that I was who I was and threw it on the desk. She said I had to leave because of what I said and I threatened her. Really? I was frustrated and unhelpful after all my patience. I explained my frustration - she called the cops because there was no way to get beyond her stance of helping this computer, I wanted answers and was even ready to buy a new computer to have my data transferred. The only nice thing about the day was that the young officer was very kind to me and understood my frustration. Apple was going to charge me with trespassing.... Because I wouldn't leave after three hours waiting to be ejected. They wouldn't even let me buy a new computer. Going to call headquarters in CA. The officer told me she was very happy with her Samsung computer. I am going to look into it. Apple is, I think what could be labeled as corporate fascism. read more

I am an Apple customer. I have been to this store several times and I always find that the customer service is mediocre. But today, I was very angry and frustrated. I made an appointment to buy an iPad. I got to the store 10 min before my scheduled time and waited for a sales person while looking at the different models. She came in, stood in front of me, did not say hi, and proceeded to look at her cell phone. I told her that I was looking to buy an iPad Pro and was between the 11 and 12 inch models. She did not stop looking at the phone. I asked her if she was paying attention to my questions. She did not make eye contact, did not apologize and said: of course, you are looking at the Air Pad and the 11 inch models. I asked her if she could direct me to another vendor. She left and I waited for 10 min. Nobody showed up. I tried to talk to the floor manager, but he ignored me. Sorry, folks, you need to improve your customer service. You will lose clients...Apple needs to fix this... read more

I've been here twice in 2 weeks. I thought I was going to purchase an iPad, but was logically convinced to wait a week for the new version. Very happy I did. So that visit and the pickup visit I was treated warmly, with humor. The handlers were friendly and quick to get groups in. The salespeople were all attentive, both in listening to my needs and making recommendations. I wish I could remember the man's name who helped checked me out since he was a sweetheart. My first visit, Corbin stood out offering very helpful suggestions as did his trainer ( whose name I also can't remember). read more

Terrible customer service at Apple Store at Hilldale, Madison WI. We came in knowing exactly what we wanted. We were ready to drop $1,300. The worker told me that nobody had time - in the next 2 hours before they close - to sell me what we came in for. (BTW, there were workers doing nothing.) This is a company that thinks we don't have other options. I hope this ignorant philosophy backfires. read more

Walked in. Nobody at the door to assist. There were a few people all over which is normal, but no signs saying please check in here or see a staff member. Then a woman walks up to the door from the back and starts greeting people and skips over me. Terrible service. I left. Perhaps have someone at the door to help guide people where they need to go: hi welcome to apple. oh new products head over here, assistance with your tech please go see "Becky". read more

Every time I have been, I have left better than I came. This new location is so much roomier than the West Towne Mall store ever was.

This is the worse Apple Store I have ever been to, you will wait for very long periods when you go there especially for a repair. The employees couldn't care less either, they think it's funny if you get upset! Avoid this location at all cost it's not worth the frustration you will face. Because of this store I will never go with any Apple products again. read more

I love my iPhone. We are on an undisclosed number of iPhones/iPods that I can't even count, not to mention our second MacBook. I have a Dell as well, but it's not quite as fun. AppleCare has been helpful in the past for diagnosing issues, repairs, and all over general service. This round my teenager went in there to browse. He weaved through the masses of customers to find a case he wanted. His sister and I didn't go any further than the first item that caught her eye. I let her explore the iPhone 7plus in the pretty rose color and we had three associates nicely ask us if we needed help during that ten minutes. We didn't, but each staff member was still pleasant about it and didn't push any products, nor did they ignore us since we weren't buying. That's pretty great customer service in my opinion. If you are okay with swimming through a mass of people to shop you'll get excellent service from knowledgeable staff. Or try a weekday instead of a weekend and it might be quieter. read more

Very pleasant staff. Replaced our cord under warranty. Visually it was clean and well ordered. A little disappointed that manager would not stand behind case that chipped away. But otherwise would recommend store. read more

Apple Store - Computers Near Me - Madison, Wisconsin

I bought a watch 2 weeks ago. With an accident, the screen was cracked. Came into get her screen fixed, they were unable to get me in for an appointment and told me the cost to fix it may be more than the cost of the watch. They were at least 4 employees with no customers. With all the resources and profits that Apple has, this shouldny be a problem, and the fact that the watch yo get fixes costs more than the watch itself, this is ridiculous. I will be also contacting Apple. read more

Worst customer service ever. I left there completely disgusted and ready to throw away all my Apple devices.

The first worker who greeted us was very friendly, but the "genius" technician, who came later to help us resolve a product issue, was not so helpful. He cut people off in mid sentence and did not answer the asked question directly. read more

Awful customer service experience from this apple store. A first for me at an apple store.

How much you are willing to tolerate, or even enjoy, trips to any Apple Store is typically directly proportionate to the level of loyalty you have to the products that it offers. Apple, for whatever reason, seems to attract a quite dedicated fan boy base. Some on the more fanatical end of the spectrum embody a quite creepy sociological/psychological cross breed between cult member, political ideologue, pretentious hipster and serial killer. Odd, just plain odd. All of that said, The Madison location is about par for the course to any other location I have ever been to in my life. It was Insanely busy (3pm on a Saturday) well patrolled by forced smile attendants with iPads, and awash with demo items and classes being conducted on getting more use out of your heavily overpriced machine. Don't get me wrong, I love my Mac to death, it is just some of it's users and employees that I find troubling. I had to have a MacBook pro "triaged" at this location for hardware issues, and was there for a little over an hour. Trust me when I tell you that being at an Apple store for that kind of duration is an interesting experience in and of itself. You could pen a Hunter S Thompson novel from the experience. My needs were, however, very quickly and courteously addressed when I arrived via a Genius bar appointment. I just simply lack the mental endurance and patience to enjoy visiting this place for one second longer than I need to be to there. Am I cynic? Without a doubt, but it is nearly impossible for a truly objective individual to not at least consider the validity of what i am trying to convey here. I would really only visit this store again for service related issues. For an actual purchase, Best Buy and Amazon sells Macs too, and are probably a better option for all but the most dedicated Mac evangelical. read more

After running multiple diagnostic tests at home I finally made the trek to the Genius Bar at West Towne Apple Store. Keep in mind this is a Saturday afternoon in December, before Christmas. The mall and this store are complete chaos! Upon arrival I was greeted by an employee who checked me in for my 12:45 appointment and escorted me to the oasis in the back, aka, the Genius Bar. They were finishing with other customers when I arrived but were quick to acknowledge my presence and let me know they'd be with me right away. The first guy on my case was Hugh. There happen to be two people named Hugh, and I didn't get a last name or initial. He ran some additional diagnostics. I'm not an IT person, so I'm not sure what was happening, but I was VERY pleased that he didn't start by repeating everything I'd already done at home this morning. Apple has its own diagnostic equipment that takes the problem resolution to the next level, which is what I needed, and it was efficient. This probably has something to do with the fact that you cannot schedule a Genius Bar appointment without having completed a diagnostic test at home first. Long story short, this is my work computer, which has layers of security that the Apple folks can't completely bypass, but they were able to figure out how to unlock my documents and photos so I could save them to an external device. Having this peace of mind as I go to work on Monday is extremely valuable, as they think the IT folks at work are going to have to wipe out my hard drive. About half way through my 2+ hours there, Hugh consulted with Greg, who was also extremely helpful and ended up taking over my case. Both guys were great and told me what they were doing each step of the way. If something was going to run for a while, they'd tell me they were going to help another customer and then promptly return. So, even though they couldn't completely resolve my problem, I appreciated the way I was treated throughout the process, which is the reason for the 5-star review. read more

Long story short, my iPhone of less than six months started having software problems a few weeks ago. Freezing up, etc. One day, it stopped turning on altogether. I was able to make an appointment for the next day at 9:20 am. I had to wait a few minutes, but nothing unreasonable. The man who helped me, Jordan, was great. He listened to the problem, tried a couple different things to fix it, and explained everything he was doing as he went along, as well as what he thought might be wrong with the phone. Although he wasn't able to fix it, he was able to hook me up with a brand new phone. I received a new phone on the spot, and he even helped me to activate it and back my contacts up before I left the store. Jordan was very friendly and joked with me the whole time. Very understanding and helpful. Very fast service. I was in and out with a brand new phone in less than 30 minutes. read more

I don't understand why there is such a long wait for technical support at the Genius Bar even if you have an appointment! I've been here a few times now, and every time I've made an appointment in advance. I get there a few minutes prior to my appointment time, and the wait time is always around 30-45 minutes (sometimes longer!). What's the point of having an appointment system if you still end up waiting?! Since this is consistently an issue, the Apple Store should consider hiring more technical support staff. Twice I've come here just to pick up my phone from a repair and still had to wait (with an appointment). It seems like they could easily have a few people just doing pick-ups for items. It's unfortunate that there aren't other options for Apple support, because coming here is always a mess and an unpleasant experience. read more

People tend to blame the store and the employees in general because they didn't get immediate help or get a shiny new iPhone because they dropped theirs in the toilet (how in the hell does that happen?), anyway, it's not he stores fault that the new update froze your phone and it's not the stores fault that the person ahead of you wants a 1:1 journey through all of the new features of their phone. It's not like the employees are standing around talking to each other or playing gamesThey are understaffed a bit, but the store can only handle so many employees and so many customers. 3 out of 5 stars doesn't surprise me since it seems 3 out of 5 customers have unrealistic expectations as to what can be done. I have never had an issue with my apple devices or any updates that came out for them so I've never needed the Genius Bar, but the general help is usually pretty good, it just takes a little longer because of the other customers. read more

I didn't shop for long time actually in this store, it seems like most Apple Stores - plenty of helpful folks who are available but not pushy and rows of gleaming techno-candy to drool about. What I do love about this store is the blazing fast public wi-fi they offer. I staid a couple of weeks in a nearby hotel, and Apple's wi-fi is so much faster! Thanks Apple! read more

Do NOT get Maddy to help you. She's rude, she scammed/lied to me, and when I called the store about it she denied it and said she didn't remember even working with me. It was so frustrating and I've never questioned quitting apple products all together more than after this experience. The only redeeming thing about it was the very nice customer service person I spoke on the phone with for over an hour trying to get the problem fixed, but to no avail. read more

This review is exclusively about buying stuff at the Apple Store. I don't understand why Apple thinks it's a bad idea to just have an actual line--or any kind of prioritization--for people who are purchasing things. They make it so that a customer faces the problem having to corner a rep to talk to just to buy something. This is almost impossible as they run all over the place talking to people. It's annoying. And this is an Apple-wide issue, but today at this particular store, it was even more disorganized. It took maybe 2-3 redirections from one person to another to find someone who could help. Thing is, when you finally do corner them, all they do is type in what I want, swipe my card, ask me if I want the AppleCare. Then someone else runs the order out from the back. If this is the level of purchasing service one can expect at the Apple store, I'm not sure why Apple doesn't just make it so I can buy something from the kiosk itself. I'm looking at a Macbook Pro, there's an iPad right next to it with all of the details. Make it so I can punch in "get one of these NOW", and someone will bring it to me. Overall, I would recommend not buying at the Apple Store itself if you can help it. Go there to read email, get support, hang out with people... anything but actually make a simple purchase. read more

You have the most convoluted answering system ever. I just spent a half hour trying to reschedule an appointment with no luck. After 15 years with Apple I guyI'll just go to Samsung. read more

Refused to service a device that was under warranty. Treated me quite rudely. I'd avoid if I were you.

I don't ever write reviews, but this place made me. I arrive with an appointment to have my battery replaced in my phone as the max capacity was getting quite low. I was told it would be ready to go by 3, about two hours later. No big deal, I came back around 3:10 just in case they were running a little behind. When I asked one of the employees if my phone was ready, they looked up my appointment and apologized and told me it wasn't quite ready yet. Annoying considering I came later than I was supposed to. I asked roughly when it would be done. I was told to come back around 5:30. Literally longer than I was initially told to wait. In disbelief I simply said "ok" and left. I come back at 5:30. Still not done. It was not until after closing (this was a Sunday so the store closed at 6) that an employee alerted me that my phone was ready. She brought out my phone and informed me that they had to completely wipe the data off my phone to run their post-service diagnostics. Had I not created a manual backup a month earlier, I would absolutely be SOL. I understand that if my data was wiped by accident if they damaged and needed to replace the hard drive or something, but something about the fact that they purposefully wiped my data without asking if I had a backup really bothers me. Needless to say, I will avoid visiting this place ever again. read more

I wish I could give my experience with Apple zero stars. I have an iPhone 7 and brought it in last week for a known software issue. They told me it would be 45 min before I could be seen so I scheduled an appt and ran to Metcalfe's quick. I was gone 15 min. After another hour of waiting, one of the guys doing the scheduling informed me there was a "mix up" and it would be another 15 min because they needed to schedule another appt. I was there well over 3 hours. The support specialist left me in the appt to go on her lunch and I ended up basically doing everything on my own. I got home and quickly realized the loaner phone they gave me was not going to work. It was a 16 GB phone and my phone is 128 GB. My loaner phone has crashed multiple times this week. I cannot make phone calls or send texts. I spent 3 hours on the phone with Apple support to resolve the issue which didn't help. I asked they provide me with a new phone and they refused. To make matters worse, I am a NP and work in a hospital. I informed the Apple staff that I simply could not go without a phone given my job, but it didn't really matter to them. They were completely dismissive of my plight and the importance of having a working phone. All in all, I'd say this is one of the WORST costumer service experiences I have ever had. Enough so that I am taking time out of my day to review. I have not received my "fixed phone" yet. I'll update, if needed. read more

Wonderful store . They had a lot to offer. So much expertise, True examples of the Apple high standards. Very satisfying results with my search for solutions. Quick and efficient. I hope that they can come back. read more

The Apple store is usually crowded, so expect a little wait during busy times, but it has a cool design and good music. I've had to wait to get attention from employees a bit more than usual here than at Apple stores, but I think that's partly because this store serves Madison and a large surrounding area. read more

The Apple store is a funny place. So many things to look and touch but impossible to get service. Now, I know this is the only show in town and people love Apple, but darn it, I need service! Please hire more people. I wanted to buy an iPad and had to wait nearly 20 minutes to just get acknowledged. So I left. I just can not seem to get service here! I have been to other busy Apple stores and do not feel neglected. West Town, I love you but this Apple Store must shape up! So please, Apple, sell me your goods. I am always looking for accessories and cases and STUFF! I love to impulse purchase. And speaking of impulse purchasing, several months ago we considered switching to Apple but after getting about 5 minutes of service, we were abandoned. If you are wondering, we are still PC people. read more

I have been an Apple Store customer since the first iPhone. I just upgraded to the iPhone XS Max. It was another awesome experience. First and foremost, when I purchase an Apple product, I expect it will be ready to use when I walk out the door. It always has been. The people helping not only expedite purchase but walk through the setup until the phone/pad is ready to go. The staff is knowledgeable, genial and helpful. Can't say enough about their service ethic. Thanks especially to Luke. Disclaimer: this level of service takes time so don't expect drive through or Walmart in/out time. Quality takes care and time. read more

After a two-week long debacle that ended without a satisfying resolution (see my initial review) I sent an email to Apple CEO Tim Cook. That got a response from a person named Jason. Like everyone at Apple, Jason was courteous and polite (which I appreciate). And, like everyone at Apple, he was unable or unwilling to make an extraordinary gesture to compensate me for an extraordinarily bad experience. After 30 minutes on the phone with him, I had the distinct impression that he had called me to convince me that they had done a very good job. Here's some news for you: you didn't do a good job. I told you you didn't do a good job. And I told you exactly what I would consider to be an appropriate remedy for the incredibly bad job you did. Perhaps my favorite part of this conversation was when Jason told me-- and I am not making this up-- that Apple "isn't concerned about profits." Is that a joke? Everyone knows that Apple has higher profit margins than anyone else in the business. Am I seriously supposed to believe that this somehow all happens by accident? Hint: don't assume that I am incredibly stupid just because I have spent years paying your ridiculous markups. read more

I went here to get the new Smart Keyboard for the 9.7in iPad Pro, after I had bought the new 9.7in iPad Pro back in April. I was there pretty quickly, as I know what I wanted. However, because I was there, I decided to try on different Apple Watch sizes and band, as I am interested in buying the Apple Watch 2 whenever that is announced and relesed. The total for the Smart Kewboard was $157. After using $100 worth of Apple Store gift cards, I only had to pay $57 using my credit card. This process went even after beacause I used Apple Pay to process the transaction. read more