I was made aware that Apple now provided cash back on Apple Watch trade ins. I checked the Apple.com and Brightstar website and they indicated you can bring to the store for trade-in. To be sure, I called the Eastview mall Apple store to ensure they took Apple Watch trade-in since I live a little out of the way. The person on the line asked for the Watch specifications and said I can bring it in for trade up of a new Apple Watch and get $75.00 credit for it. I can even keep my old wrist bands. I did my due diligence before leaving my home But once I get to the store, everyone including the manager I spoke to denied that they could do the trade-in. They claimed it was only an online feature and they couldn't accept the trade-in. It seems that this stores' left-hand doesn't know what the right-hand is doing or are incompetent or were just lying just to get me into the store. Regardless, the experience was very disappointing. read more

They made an appointment for me to see a tech. Then left me hanging while they helped other customers that arrived after me. I'm disappointed Apple, you make it easier to choose Android next time read more

this place is ok...i mean theyre all sales folks so yeah theyre all gonna be snooty but not snotty...but my general experience was pretty good here...ive bought 3 major products from this location....firstly, my iPhone 3G...then a couple months later, tax returns allowed me to buy a nice new Macbook and just a week ago i bought the new iPhone 4... and all of them work to this day ...my mom now uses the iPhone 3G and i am still very happy with my Macbook and my new iPhone...hopefully i can get an iPad soon...i need to complete the family :) read more

This is one of the BETTER Apple stores around, For Sure!!! The young people -for the most part-that staff here are bright, knowledgeable & enthusiastic! Many are local tech students at the Rochester Metro areas many fine Universities, as Rochester Metro is very much a great University Town on a fairly large scale-with 17+ institutions of higher learning:Univ. of Rochester,RIT,Nazareth,Fisher,Hobart,WilliamSmith,Bexley Crozier,MCC,FCC,GCC,Brockport,Geneseo,Wells,Roberts Wesleyan,Eastman School,Selznick School Film Preservation,SUNY Empire College& more! We've never encountered a single experience of bad service, & we've come here countless times!! Sometimes a clod will happen-in, projecting an embedded free-floating hostile attitude, but they probably carry that negative vibe everywhere they go, & like the Karma they send out to the world-they get it back in spades! Apple Eastview is a microsm of EASTVIEW, itself= W O N D E R F U L & getting more so by the day!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

I have been to a lot of Apple Stores. This one is average, they really need to work on having a staff person greet everyone. We wanted to buy an ipad and that was it. When we asked someone, we were told to wait in line. People just coming in were getting helped before us but we were in line. I stood around with my best "I have money and questions look" but no one even looked at me. Finally the manager sold us the ipad and we told him that no one had talked to us and he apologized. He was very nice. Other than that, a fine Apple experience. read more

Doesn't even deserve 1 star!!! After speaking to over the phone customer service, they sent us two hours away to this store to have my iPad2 replaced. Arrived early for 8pm appt, didn't get service until 9. The sales rep mike refused to replace iPad told us to come back in 15,min. We waited instore and mike was too busy trying to get sales instead of servicing iPad. After waiting patiently for half hour, the sale rep put on coat and went home for the night. The manager came out after I complained but since they were closing, gave me the iPad back. Mike never did the factory reset. Horrible service, the place literally smells horrible and they treat loyal customers like crap. read more

Worst experience I've ever had with Apple and our family owns 3 Macs, 2 iPads, 2 iPhones and an Apple watch. First Apple phone support told us to take the phones to Best Buy. After 1/2 day at Best Buy they couldn't fix them so we had to drive an extra hour to the Apple store. The team member there was uber polite however she stated that there was nothing wrong with our phones. When the battery on a 3 yr old phone doesn't last 12 hours there is something wrong with it. C'mon. I thought my appointment to change the batteries on our 2 iPhones would happen in a timely fashion since I made an appointment well ahead of time. But no! That was only for the "team member". Service is first come first serve and took 2 hours. All fixed? Uh no. They couldn't fix either phone. They replaced one and now I have to wait a week and drive 2 more hours to get the other iPhone replaced. Looking for alternatives now. read more

The staff at this store is great. My son's itouch had a broken screen. As soon as we walked in the staff acted like we were their best customer. (Plus there were about 30 other people in the store looking like they were receiving the same level of service, based on the looks on their faces) As soon as we walk in, someone greet us and signed us up for the next available tech slot, which in our case was only 5 minute wait. A few minutes later, Dave Pope, the tech came over to help us out. He was excellent. He listened and then went to work on fixing our problem. We were in and out of the store within 30 minutes with our problem solved. The entire process was quick and easy. The staff did a great job. Thank you. read more

friendly staff not stuck up tech snobs & very knowledgeable best apple store to shop in upstate ny

Had a terrible experience at the Apple Store at Eastview Mall today. I tried to exchange my phone case for a new one under the Apple warranty since I bought it less than two months ago and it already started chipping and tearing. I was denied the warranty since the man said the damage was from dropping my phone. I told the man that the damage was not from a drop but rather from removing and putting the case back on. Regardless, what type of company offers warranty on a case that is "expected to crack when it falls" yet refuses to replace the case when just that happens? As frustrated as I was about the warranty, I was even more frustrated at the way I was treated. The man who helped us was extremely condescending and rude. When I entered the store, the first man that I spoke to told me that they would replace it, however when we were helped by the aforementioned associate, he told me that the damage was my own fault and rescinded the offer. If I were you, I'd avoid this store at all costs unless you're prepared to deal with rude, pretentious employees. read more

Recently recieved an apple ipone 4s though work and had to get a charger etc .... I thought that the apple store would be the place to go on a thursday @ 11:30. 1. the place was packed, 2. the service was horrid, 3. noone helped me pick out anything and I shopped for 15 miutes ... Target checkout = 5 minutes tops, this was a 20 minute ordeal, and I had my product in hand with credit card... they don't make lines ... it is a free for all. Unless you have a broken product, go somewhere else. Totally true mdweiss@rochester.rr.com if you want feedback ... abhorable service. Thanks for the 40 minutes I'll never get back. this would have taken 10 minutes tops @ my local target... read more

Beyond excellent service! Everyone we dealt with was kind and friendly!! They quickly took care of our needs and when they were unable to repair a very badly smashed iPhone screen, replaced the whole phone with a new phone....for the price of a screen repair. The store was one smooth running machine! We will most definitely be back...and we're about two hours away! Good job Apple! read more

After following the advise of the apple store's "Genius" I loaded the Apple software that they recommended. What they failed to tell me is that not all of my equipment was compatible. As a result they rendered my iPhone inoperable for the uses that I purchased it. After spending many hours trying to get it working they determined that not only could they make it work they also could not put it back the way it was. (BTW it was working before acting on their recommendation.) When they could not fix it or put it back the way it was i tried to get them to compensate me for breaking my phone. They have yet to offer me any compensation for ruining my iPhone. If this is their idea of customer service I will be buying much cheeper equipment than apple products. read more

Not only will I never go back to this store, the experience I had at this Apple Store will make me reconsider ever buying Apple products again. First of all, the guy helping me was not any more knowledgeable about my Iphone than I am and his manager was no more knowledgeable than him. The guy simply explained to me countless possibilities of what may be wrong with my phone and took it into the back to reset it. After about 15 minutes, he came out of their back room and started helping another customer without telling me that my phone was finished. After waiting for much too long, I went to the Genius Bar desk and asked if my phone was finished. They said it was (and had been finished) and that I needed to restore it by entering my Apple ID and password. For some reason, the Apple ID that I use to get apps on my phone is different from the ID on the Icloud and I could not remember it while I was in the store. This was originally not a big deal because I knew how to find it when I got home. Of course the guy and his manager forced me to attempt countless ways to find the correct ID and they both tried to overcomplicate what I needed to do at home. I was not sure the reason for this, but each person took around 7-10 minutes to explain to me that I needed to look at my account on my Itunes when I get home(I didn't need an expert to tell me that). After they wasted over a half an hour of my time by taking turns talking in circles, they could sense my frustration with them and decided to just let me go without an apology or even a "have a nice day." I wasted close to two hours total in that store and I could have just reset and restored the phone at home without the headaches that they gave me. Not only was this a waste of time, the two people helping me were not knowledgeable and were very rude and arrogant. I will never, for the rest of my life, set foot in this store again.. read more

I set up an appointment to get my iPhone 6 screen fixed. The phone had a slight bend in it so they could not repair the screen. They gave me a brand new iPhone for the same price that it would have been to replace the screen. I wish I could remember the name of the representative that worked with me, she was small with short red hair and glasses. I am very pleased with the service that I received from her and Apple. read more

What does an Apple Store customer look like? Apparently not like me. Stopped in on 4th of July- moderately busy but not overwhelmed as evidence by many employees hanging around . Entered the store to compare new iPad Pro 12.9 vs 10.5 no one greeted me , no big deal, they will get to me. Time went by -I looked up and noticed person after person being greeted and offered assistance as they entered and others all around me offered assistance . I wanted to price cases and keyboards, walked to the back , passing 1/2 dozen staff not engaged. Walked back , looked some more at this $1,000 purchase - looked at the time - now 20 + minutes of invisibility. After staring down the greeter and two guys engaged in conversation , finally the greeter approached and said "Are you ok?" I guess my poker face wasn't working and I looked annoyed. I asked why she wasn't greeting and helping ALL the customers and told her I had questions but would look them up online. Why did I not ask for help? No one else had to - I guess they looked like Apple customers. Funny thing I have purchased nearly 20 Apple products over the years ranging from phones to iPods to iPads - I must just be the invisible customer. The one star goes to Paul - one of the managers who took my call - listened to my complaint and offered to help if I come back. Good luck at the store but before you go look in the mirror and ask yourself - "Do I look like an Apple Store customer? " read more

I walked into the Apple Store in Victor because I was having a start up issue with my four year old 27" iMac which I purchased there. I was approached instantly by an employee asking how he could help me. I explained my issue and he asked if I had an appointment at the Genius Bar. I said no, I had not. I was an hour from home and I told him I had the iMac in my vehicle. He said we do take walk-in's but I will have to check on current workload. He came back and told me it could be looked at but It might be a 30-40 min wait. I agreed to wait. He said " in the meantime, we have a back entrance. If you pull around I will meet you out there, I can bring it to the Genius Bar and get it hooked up so it is ready when we contact you. We will text you when we are ready to look at it. If it is a software issue we may be able to fix it while you wait at no charge". I met the guy at the back door, he carried it in for me. Before I got my vehicle parked I received a text that they were ready for me. I got parked, walked in and my 27" iMac was on the bar and Dave was ready to perform CPR on it. Unfortunately he couldn't get it to do anything more than I could. Nothing! It was unresponsive. So I had to leave it. About 24 hrs. later it was fixed. It needed a new power supply and I was charged about $150 for part & labor. I'm a little disappointed that it need service after four years, considering what I paid for it. They also said it had a bad Ethernet port and wanted another $500 plus to replace the logic board. I use Wi-fi so I declined. I would have declined anyway. I would have bought new before spending that kind of money on a four year old device. Staff gets five stars. Everyone I dealt with was very prompt, courteous and professional. My only frustrations came after the emails telling me to call the store for info on my repair. If only a human could answer the phone. Don't call without your serial number. And if your serial number is on your computer one hour away from where you are, just hang up. I did finally get a human, after much fustration, gave her my name, email address, and cell phone number, all of which they had collected less than 24 hrs previous. She couldn't help me without my serial number or a repair number which was emailed to me. How was I going to check my email when they had my computer? I'm a baby boomer still working for a living. I haven't found the extra money yet for a smart phone. Maybe some day soon. read more

While visiting the Apple store at Eastview Mall I can honestly say I think my husband and I were invisible (which the superpower invisibility is cool to have I guess). Not one person approached us to help us the whole time we were there (which was 45 minutes - 1 hour). I was amazed at that since I saw several employees just standing around and most just talking to each other with their iPads in their hands. The funny thing was another customer was more helpful to us than the people that work there. We finally approached someone to ask them one question about the iPad air and the iPad mini and he never came over to us to help just stood there and told us the answer. Question was "does the retina display make that much of a difference and if so what is the difference" - here is his answer from 6 feet away from us "oh there is a big difference" - REALLY - how about coming over and taking the time to explain and possibly make a sale..... My husband is total Apple all the way and he even made a comment that he could not believe no one helped us. Needless to say we walked out and without a sale. Employees at Eastview here's a little sales tip for you: Approach the people as they walk in and ask them if they need any help - if not then let them just browse, otherwise you may be losing sales. Oh and just to mention it was not that busy the day we went. Also the sales people may want to act a little more professional in their appearance - most looked like they had just crawled out of bed with shirts untucked and just an unkempt appearance. You don't need to sport the grunge look or the "I am just hanging in my parents basement playing video games" look. read more

Worst customer service EVER!! First time I went, they "checked me in" for my appt then left me sitting there for 45 minutes while literally everyone but me was waited on. When I said something the guy who checked me in said "somehow your appt was canceled"!!! Well, YOU would be the somehow. So he says, "you're at the top of the list". Haha, by now, it's 8:30 pm and there's no one else there! Idiots! They also failed to have a clue as to what was wrong with my daughter's Ipod which was continually deleting her music and sent us home with "some things to try". Well, those things didn't work so we went back the following week and were given more things to try. Those didn't work so we went back AGAIN at which point we were told finally that it must be defective UNTIL they tried to charge me 100 bucks to replace my 9 month old Ipod and I said no, then I went through three different employees, each one more abrasive and robotic and infuriating than the next to the point I was ready to throw the damn thing at someone and left. These people don't know what customer service is and they do not give a damn about you! I will NEVER go to that store or buy another apple product as long as I live! They won't repair jack. They just want to charge you more money to sell you some re-manufactured garbage with no warranty and they have no clue what they're doing. Genius my ass! read more

I made an appointment because I was having some problems with my Ipad. They were good about starting me around my appointment time. That is when things went south. I got a person (certainly not a genius) named Prince to assist me with my problems. He gave me 2 options without much explanation. He attached his laptop to my Ipad and left to take care of someone else. 30 minutes later he came back. He does another program on my ipad and leaves again; this time for another 30 minutes. I spoke with the other techs and they tried to call him in the back room, but he did not would not come out. I even had other customers feeling bad that I was waiting so long and they tried to help. The other techs tried as well, but they were unsure what he are in the process of doing on my ipad. The place was OK,but the tech person was the worst I have ever had at this place. If he worked for me in my business, I would terminate him. read more