Apple Store

Helpful, enthusiastic staff make this a great place to learn about new products.
Although I don’t own any Apple products myself, I do come in here on occasion to check out the latest and greatest from Cupertino. Staff are extremely passionate about the Apple product line, and they are very well prepared to answer most people’s questions. On this occasion, I was contemplating the purchase of an Apple TV, and when I asked a rep a technical question she could not answer, she immediately summoned someone who could using her intercom. The second guy was very knowledgable and gave me a detailed explanation. I did not end up buying the Apple TV because it did not suit my requirements, but I appreciate the service I got.
I like how the products are out in the open to try and play with. This is a good business strategy because the products can sell themselves based on how well made and attractive they appear. While I am not a fan of Apple, I am a fan of their store.

I was at the Apple Store Oakridge Centre this afternoon picking up my Mac that needed to have some repairs done. I called them back this evening upon discovering that they failed to complete one of the repairs. After some back and forth, a staff member acknowledged that my issue had been verified and that should I decide to do so I could come back down to the store for another repair.
Unknowingly to her, she failed to properly hang up the phone after our conversation and I was able to catch a few comments she exchanged with some coworkers. Apparently I am «one of those guys… that hangs on every word» and «asks a lot of questions» amounting to a «pain in the neck customer». (Given the fact that the nature of the questions I asked her were «What was done in this repair?», I was obviously puzzled by this. I myself worked for Apple for over three years in a past life, in a role similar to hers, and know enough how not to be an «annoying customer».)
In addition, I also overheard some speculation among at least two persons whether she ought to call me back because I only had 9 days of AppleCare left and that I should come back soon in order to get the repair done. One of them suggested to the Genius Admin that she shouldn’t call me back! Wtf??! So they’d rather let my AppleCare run down so they wouldn’t have to expense out a $ 494 service part? What kind of customer service is this???
TL;DR: Apple Store staff member forgets to hang up the phone after a conversation and I overheard her exchange some disparaging comments about me with a coworker.
Moral: If you’re going to speak badly about a customer, at least have the sense to make sure you actually hang up the freaking phone!
Update: To her credit the staff member did call me back and tell me about my impending AppleCare expiry date. However, the fact that anyone even entertained the thought of not warning me in the first place doesn’t do much to grow trust in the service.

My third visit to the apple store in a month because my laptop appears of late, to be dying a slow death :(
Where is the bawling face emoji when you need it.
Made an appt at Oakridge today because I needed to see the genius bar STAT and they had the earliest appt. My appt was for 6:15pm I got there 2 hours early and walked in to see if I could bump it up – and I was able to! *Good tip for everyone: they have a separate waitlist for walk-​ins.* I have to say I love the service at Apple. From the door greeters to the guy who stands there checking you in, it’s clear all the employees are put through some strict apple CSR bootcamp, everyone is on point. Crystal helped me today and was absolutely lovely. She spent 1.5 hours trouble shooting my laptop, attending to 3 other appts while I sat there and never left me hanging for too long. The poor girl was nearing the end of her shift and yet still totally went above and beyond for me. Thanks Crystal!

I walked in to book an appointment and was told the waiting time was one hour. I booked the appointment, waited one hour and went back. One of the staff was so rude ! This was what he told me «your appointment is not in the system, Did you book it properly? ««The waiting time now is 1 hour and 45 minutes .» «It is not my problem, It is the person who did not book you in. Do you know his name? Oh, you do not even know his name ! «I said I recognize his face .He said «go and find him !» «It is no point arguing, do you want to book the appointment now? «You were the one who was arguing with me and questioning me OK? You want me to wait another 1 hour and 45 minutes, Can you please be polite at least?

Called and booked an appointment for my cracked screen (iPhone 6) was told $ 109 on the phone. I asked how long it would take. Response was 15 minutes. Went to the store next day for my appointment but there was no appointment. The Mac Genius at the store said we cannot fix it as it was 8.15 and store closes at 9.
Went the next day and was treated with complete sarcasm. Also, the price was $ 129 now.
Most importantly I overheard one of the managers arguing with another lady and she was in tears. I talked to the lady and same issues. Appointment was cancelled and was being treated rudely. Her phone had exploded and the manager said and I quote cause I heard it «the product is supposed to do that «
Please don’t waste your time, go to Richmond or downtown.

terrible customer service.
came in for a quick cable frailing issue and was quoted to wait 2 hours all in the whole i see workers are standing around doing nothing. it doesn’t make sense a trivial issue that takes 2 mins to fix takes that long. the 10 mins i talked discussing about this «lineup», they could of easily took a look at my lightening cable. This store is really inefficient

I walked into Apple ready to buy. I had done the research, looked at the various products online, and was only interested in confirming my choices with one of the experts. I walked into the store and began lingering around the MacBook Air displays. The store was busy, as all Apple stores are, but there were at least 5 experts not currently assisting anyone. I made eye contact with three of them yet none of them came over to chat. After 12 minutes, the oldest sales rep in the store ran over to me within seconds of wrapping up his engagement with his prior client. Al was incredible. At first glance I assumed that he might not be as up to date with the technology as some of his younger counterparts and for that I apologize. Al was professional, answered all of my questions and went way above and beyond to figure out which discount was best applied to my purchase. It was at that time another rep came over to assist us with tracking down the best deal. I would have left giving the store a 2.5−3 star review for the initial lack of attention but after Al’s personal 5-​star care and the ease of transaction, I must give the extra points.
Thank you for making it easy, see you all again in a few years.

I got a message on my Mac for a a virus. It piped out and said my mac is infected.
Ran into store a hero named Shawn helped me within seconds. He said it was a scam and it was really good that I didn’t call the number that popped out.
I love Apple. Shawn is my hero.

Took mac book pro in because the charger was giving me a problem. They saw me quick no question asked gave me a charger free of charge. One word they are epic.
Best customer service I received is from Apple period. No wonder why they are dominating the market. I am in love with their staff and the way they treat their customers. Thank you. I am grateful.

Brie just saved the day and made me an Apple Promoter for life! Our Mac had a hard disk failure and not only did she figure out a way to save all our pictures, she showed empathy and understanding through the process. The pictures I feared losing included all of the pictures of my wife through pregnancy to our daughters second birthday, the fear of losing this was crippling until Brie and previously Tabathia over the phone started to help.
Everyone in the store was wonderful and I look forward to when our Mac comes home with a new hard drive.
Tip — turn on photostream and setup time machine.

This is the best service experience I have had in years– friendly knowledgeable tech who took the time to run diagnostics and explain everything thoroughly. Though it’s busy at this store, it is definitely worth the wait!

I had a very poor customer service experience at the Genius Bar.
After 1 year of use of my Iphone 5s it ceased the ability to charge. The technician went to open it in the back, and in doing so broke my screen. Needless to say, I was not pleased to see what he had done once he and my phone returned. I was then given what seemed to be the only option, buy a new phone for $ 330. Pretty poor outcome for the issue I came in with. I spoke to a surprisingly unsympathetic manager, who gave me another option of replacing the screen at no charge, yet they said there was no way to fix the charger port, as it was too labor intensive. Furthermore, the wait for this repair was 2 hours (they would not put me in the front of the line even though it was their error). This was frustrating, as it it appeared I came into the store, got nothing done to improve my phone, and wasted 2 – 3 hours of my time in doing so. Not so Genius.
The story does have a happy ending, for me at least. When I did get my phone back with a replaced screen, my charger port seemed to function again. Seems like the repair did fix both the issue I initially needed fixed, plus the mess up from the customer service tech. Too bad no one at the front end of the service team told me that was feasible; it would have saved a whole lot of aggravation on both ends. As my iPhone is no longer under warranty, I will be seriously wary of the technicians and managers if I do ever have to return to the Apple Genius Bar.

Best service ever, especially for being consistent.
Brought in my laptop, he cleaned up a few things, now even faster to check out Unilocal reviews for some good finds :)
folks, their customer care warranty is worth paying for!

I was shopping at Oakridge Centre for the first time and decided to pop into the Apple Store to see if one of their Sale’s Associates could help me with my Apple inquiry. The team greeted me kindly and Calvin helped me answer my initial question. Noah, the second Associate I spoke with helped me for a good 25 minutes to answer all my questions (without an appointment) and helped me regarding my phone, Ipad and even how to use my new MacBook Air. As a Gen Y who is still learning on the technology front, I was impressed by Noah’s patience and willingness to help solve all my Apple problems. I rate Apple at Oakridge Centre 5 stars without hesitation!

I was not greeted warmly. The first woman I spoke with seemed like she hated her job. I came in because my new iPhone 6 was bent and an issue with my credit card being charged twice for my upgrade. Ultimately no one could help me, told me «that sucks». I was told I’d have to pay $ 329 + tax to replace my month old iPhone. I went to the Apple Store Pacific Centre instead and they replaced my phone zero questions asked. Go there instead! The people here don’t care if you bought their product, you need to pay more for help.

I’ve been floating back and forth between blackberry and apple for the last few years. My girlfriend is religious about being loyal to Blackberry but I’m with the majority lol. I recently bought a phone for my dad at this store — he wanted an unlocked iPhone 6. Lots of staff working all the time at this location and I never have to wait long to get help. They have a genius bar at the back if you have hardcore questions and again lots of staff on so you don’t have to wait long.
This store seems to have more accessories than the PC location too.

Customer service and management is okay. I’m not sure if it’s the clientele they deal with here, but some staff are a bit impersonal and could be a bit friendlier, knowledgable and helpful like you find at most Apple Stores. That said, I think they are working on it and getting better from the times I’ve gone in.

Came by to pick up a new toy, and to use their Genius services.
Parking is available throughout the mall, but the nearest parking is literally above the roof of this part of the mall. Cut through the Bay and use the escalators.
As this was iPhone 6 season, staff were overwhelmed, but they had the sense to set up a small lineup area to keep the place from getting flooded, and also to let those in who were not there to pick up phones.
Staff were quite knowledgeable and efficient, and answered all of my questions.
The Genius system is pretty efficient. I liked how the staff introduced himself with a handshake, and also gave me a business card. Usually I’m worried about getting screwed over when a different staff member tells me something different on a later visit, but this policy put me at ease. He ran a diagnostic on my phone and answered most of my questions. Guess they deal with a lot of issues regularly. When I showed them a manufacturing defect in my product, they swapped it out. No questions asked. Special mention. Much less painful than I was expecting.
Lastly, the shopping bags here are shiny, but mine had a rip in it.

I am noticing a trend with Apple Stores where service is declining and bad attitude on the part of the employees is not uncommon. Even blatantly providing misinformation that there is no new iPhone X coming in a few weeks or a few months when there is. If you aren’t allowed to admit that the new device is coming in the near future, then the appropriate thing to say is «we have no official information from Apple» at this time” like a few Apple employees who have some integrity.
Anyhow, I must say this store is one of the better Apple stores in town.

Very friendly staff and not many people crowding in this store on a rainy Sunday afternoon.
Typical set up like most Apple stores.
The ‘geniuses’ were very patient in answering the same questions over and over again from various customers. It was very amusing to hear the same questions asked when we were there playing with the iPhone 5s.