Apple Store

Came for an repair with scheduled appointment. There is no point taking one. Walkins and people with an appointment are treated the same way and you wait an hour or more even with one.

We walk into the Apple Store at 6pm on a Tuesday and were put on the waiting list and are told 40 mins… We have had iPhones for years and never had this complaint… We come back at 645 and are told 15 more mins… Now it’s 7 and we asked again and are told 15 more mins… Finally 750pm comes along and we get called and she does a diagnostic on the phone we had a battery life issue on top of a broken screen… At 755 says we would have to fix screen and that it’s already 8 and cannot fix it and would have to come back the next day… We were upset we just waited 2 hours on a Tuesday evening just to be told we cannot fix our screen. Unbelievable

After visiting the AT&T store, they sent me to the Apple Store because my phone wouldn’t charge consistently and the battery drained at a rapid speed. Since it was still under warranty, I made an appointment at the Apple Store and got in the next day. Once I got there, I was checked in on time. After quickly confirming the problem with my phone, my iPhone was replaced. I was also given a new charger. Overall, I was quite impressed and it was so easy just to switch everything over via my iCloud. Thanks for the refreshing customer service. We don’t see that much anymore.

My IPhone’s screen cracked and was unusable. I went to the Apple store in Woodfield Mall and was helped by a very nice man. I ended up getting another IPhone with him and he said if anything happens you have 30 – 60 days to bring it back in and have it replaced for free. Of course my screen cracked again by accident and I went back in and saw the man who sold me my phone and said I would need it replaced. He said he never told me I could get a new one and I would need to buy the Apple Care. I said at the point of sale that is what you told me and they refused to replace my phone like they said.
I have always used Apple products and will no longer be a customer because of this miscommunication on their end. They told the customer one thing and played dumb the next. I am pissed and wish I knew his name so he can be reported for giving false information. He wears glasses, older man, dark skin, and tall… DON’T LET HIM HELP YOU! This place is full of shit, I overheard another customer saying she had a week before her Apple Care expired and they would not replace her IPad for her because according to their system it already expired and she would have to pay for a new one or re-​buy the Apple Care. This place clearly doesn’t have a good system and the employees don’t know what the hell they’re doing. I refuse to go here again and you should to, don’t waste your time and energy here! Chances are they will just want to see how much money they can get out of you.
ZERO STARS

Mom had problems with iPad so she made an appointment. She wanted her pictures backed up on her iPad from her laptop, but she did not bring her laptop whoops! (Mom’s fault there so she can get one star for that lol!) So another appointment is made several weeks later mom breaks her collar bone and is walking upstairs to Apple to get to her appointment on time, which she did get there on time. The genius bar employee told her that she had a lot of pictures and it was going to take over an hour to back everything up and he was leaving at 3 and it was a nice day out and he was not going to stay past three. So he did not back up her content even though that is the whole reason she had to reschedule in the first place.
Another appointment had to be made in order to finally get her content backup, which is a little ridiculous. But what is even more ridiculous is an employee telling her he can not back her stuff up because he did not want to get stuck with her past his shift because it was a nice day outside. I’m sorry but that is unacceptable. Now, I am not saying the guy should have stayed past his shift but he could have offered to start the backup and have someone take over at three or start the transfer and leave the iPad connected to the laptop and then she could pick it up whenever it is done. I wish the employee offered better solutions for my mom. My mom usually does not like confrontations or asking so she simply just left which may be on her for not asking but as an employee customer service is everything.
If you do not want to be at work or are not motivated to do your job then leave. There are plenty of people out there that need a job and would probably love to work at Apple so think about next time you want to enjoy that nice day. You can have all the nice days off if you are unemployed trust me. It is disappointing to see an employee have zero sense of urgency.

Not my favourite Apple store! Too small and crowded most of the time. Usually I am greeted when I walk in. Staff are ok but don’t seem as knowledgable as other stores I have been in. Came here to buy an i pad and left with an i pad! Needed advice on which one to get but ended up having to work it out for myself as sales associate did not seem to know all the details. Decent store if you know what you need!

Bought a new iPad Pro and Apple Pencil failed. Because I didn’t buy their product directly from them I have to wait for a replacement instead of In store exchange. Apple only offers great service if you buy your product directly from them and not their third party partners.

I only gave it three stars because I was able to get in and out without any problems. However they did not great me when I walked into the door even though there where three associates standing there talking but that’s ok because I walked right up to them and asked for help. I didn’t care of they were annoyed or not but your getting paid to help people so help me.
I forgot the gentlemen named that assisted me but he was great and I would shout out his name if I could but unfortunately I do not recall it.

I went in to the store armed with a I phone 5S that had gone bad due to a internal technical difficulty. I was transparent with staff about what had happened and I had the I care plus package with coverage. !
I was basically humiliated in front of other customers by the store Manager Thomas whom claimed I had a «third party» screen installed and they denied my claim.
I explained to him and challenged him as to why I would go to a third party to get my phone fixed if I had apple care. He continually threw barbs at me and denied my claim.
I guarantee you that corporate will not back this manager up once I’m done filing my complaints.
Little does he know I already called attorney general Lisa Madigans office.
It’s obvious that going in and telling a lie is what Apple wants to hear not the truth. And at the end of the day Thomas couldn’t provide me with a valid reason other proof as to why they denied the claim. Thomas watch your back my friend.

Less crowded and way friendlier than the downtown Chicago Apple stores. The employees are very personable but not that helpful. I came to get my iPhone replaced because the screen cracked, but a genius convinced me to get a new screen instead of buying a new iPhone because of the rebate for trading in, and they said it includes a 90 day warranty. But then 7 days later when my phone screen cracked in the cold, I was told the warranty wasn’t good in that scenario.

Zero customer appreciation maybe apple should realize some of their customers have been with them for over a decade! Thanks for giving me only one option to spend more money at your store to replace my iPad because you can’t diagnose a hardware problem since it is cheaper for you to replace it then look into it. Why not charge your customers closer to your cost for replacement or sell them an older version instead? When I asked if they would even buy my ipad2 for $ 10 the response was «we would not even give you $ 10 for your iPad, it is worthless now that it may have a hardware problem.» I said, «could you find out for me if that’s the case?» Apples answer «no we just replace them it is cheaper for us then having someone looking to see if it’s fixable» Wow

2÷1÷2016 Update:
I spent 35 minutes on the Apple forums and discovered that the latest IOS update had a bug that caused some devices to not restore from an iCloud backup. The solution was to backup to your Mac and delete the old iCloud backup. Once the iCloud backup was deleted and the device plugged in, within minutes a new backup was saved in the cloud.
This was a known problem since September 2015. Obviously, none of the «geniuses» at the Woodfield Apple store were aware of this. Sad…
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I upgraded from an iPad2 to an iPad Air. I spent 3 and ½ hours and passed around to 4 different Apple associates to get my new iPad set up. I felt like a steaming turd being passed around from one saccharin smiling associate to another.
Throughout all of this, none of the associates including 2 «Geniuses» could recover my backup from the cloud. Additionally, one of their tech wizards ADDED a new line to my Verizon account instead of TRANSFERRING my existing line. This caused me to spend another hour and 3 phone calls to Verizon to straighten out. Sadly, I have way too much invested in the Apple ecosystem to consider an alternative.

The apple geniuses declared my screen impossible to replace and discussed options for replacing it – only new options, no cheaper reconditioned phones.
The guy at the quick fix kiosk in the same mall replaced the screen in 45 minutes and it works just fine.
It seems like big brands don’t really want to fix things any more, they just want to sell you a new one.

Wednesday morning December 30, at 8:45 am, I was the first person to arrive at the Apple Store at Woodfield Mall. I heard I needed an appointment, but walk-​ins were always welcome, and they worked in the walk-​ins between appointments. As it came closer to the store opening at 10:00 am, I was looking at a line of fifty or so people waiting, and by the time 10 rolled around, there were at least a hundred people at the door. At this point, I was thinking I’d be there all day. I had driven to the mall less than eight hours after a two day stay in the hospital, stress related heart issues, so knowing I might not even get in, the stress levels escalated. Anyway, being the first in line, I was greeted by a gentleman who took my name and some other information, then asked me to stand by one of the counters, and a representative would be with me shortly. After about a ten minute wait, I was greeted by a gentleman named Artiom Oganesov. I explained what I was experiencing with my old mint condition iPhone 4, used strictly as my line 2 phone. Artiom did a diagnostic check on the phone’s system, then gave me the bad news, the phone was no longer usable, and that any and all my notes, photos, etc., etc. were not retrievable. I had everything backed up on a Mac, so that part wasn’t really an issue. I kind of knew what a new iPhone would cost, somewhere in the $ 400 range, and I really didn’t want a fancy new phone just for receiving calls and voice mail, as my primary phone is an iPhone 6. Then it came down to the cost of a new phone. The price was $ 149.00. I was very happy with the price, so Artiom started writing it up. He swapped out the SIM card, made some adjustments on the new phone, then said, I’ll tell you what, I’m just going to write this up as a «no charge» Artiom knew I had a bad couple of days, and my phone quitting not helping matters, so he was kind enough to really make my day. I was already happy with the $ 149 replacement, but Artiom went above and beyond what I ever would have expected. Artiom already had me as a repeat customer, solely on his professionalism, and how he treated me as a first time walk-​in at the Woodfield store.
As a successful business owner for 38 years, I can tell you, Artiom is a true asset to the Apple Store at Woodfield, and Apple Inc.
Thank You!

Came to this location last year after having trouble with my iPhone I purchased off of amazon. The employee without hesitation replaced it after he was unable to fix it on the spot. Beyond thrilled with the service here! But then again might have been cause I’m a girl ;)

The most un professional and absolute rudest service ever, man couldn’t believe it the guy was such a jerk. Just wanted to switch out my apple headphones, he was pissed off and told that I need an appointment, I told him that Apple Store told me previously I don’t need an appointment for switching out headphone or lightning cables so I just came in he told me I can wait there over an hour and there is no guarantee I’ll see some one but the way he said it was like WTF I couldn’t believe it I spend thousands a year there and was treated like trash he could of just talked to me in a calm adult manner. Never go here the one at old orchard is the best never gives you a hard time

Ok. Went in, with an appointment to get a broken screen fixed. Waited 15 minutes after my appointment time to be seen. Spent another hour and a half getting the phone backed up. No problem. Was told to come back an hour later to pick up the phone. Did so. Again waited. Was finally seen and told that the phone could not be repaired but they swapped the device and we were good to go. Upon looking at the «new» phone I could tell that it was not new but I figured it was a refurbished unit. No problem. Was in a hurry already so I left and took the phone home to set it up. After plugging it in to my macbook and trying to restore it all night I kept getting an «unknown error 53» message. Had to set up another appointment but it was two days later due to availability.
Long story short they replaced the screen on the phone that they said could not be repaired and gave the broken phone back to me. The issue was resolved finally but not after a lot of wasted time and inconvenience. With the $ that I have dropped with this company over the years and the demands that they put on your time I expect better.

*Sigh*
Reviews like this one are difficult for me to write. Why? I am most decidedly in the Apple camp, and have been for quite some time. Apple, probably more so than any company on the planet, has level of fanboyism for their product that is approaching that of a religious cult. I am not that guy. My relationship with Apple is more akin to what a Heroin addict has towards his dealer.
I stopped in to have a hardware issue looked at on my Pro, and was also in the market for a Thunderbolt Display. By the way, they really mean it with the Apple Care warranty that you are offered to purchase when you acquire your device. This has been my first time making a genius bar appointment for an issue in a long time, and they had me hooked up in rapid succession.
I ended up picking up the Thunderbolt while I was here also, as I really could not justify purchasing an iMac since my Pro has all the processing power I need to do my job. It is just nice to work on a larger screen in most Adobe Creative Suite based programs.
If you have been to virtually any other Apple Store on the planet, you will get more of the same here. Clerks sporting fake smiles like a Starbucks barista, the place buzzing like a beehive with soccer moms taking a class to figure out how to use iPhoto, and the assorted hipsters beaming with admiration at the various products on demo.
Maybe it is just me, but the whole arrangement just makes me want to go club a baby seal. I have never been able to exactly identify what annoys me so much about Apple, as I have always received good service from their stores and their products perform well for me. My question for the ages I suppose.

I showed up to my appointment 45 minutes late, and I admit that’s totally on me.
So I got put on the wait-​list, which they told me would be 1.5 hours, but it turned out to be 2 hours… That was admittedly frustrating.
With that said, the staff was nice and polite about turning me away every time I kept showing up and asking, «Am I off the wait-​list yet? Am I off the wait-​list yet?» I’m sure people like me are about as entertaining as little children in the backseat of a station wagon with their parents on a long road trip chanting, «Are we there yet? Are we there yet?»
…And even though I waited and waited and waited, I did get my battery replaced for my MacBook Pro the SAME day that I showed up, and for a reasonable $ 129 to boot, which is the price that I saw online ahead of time. I have to say that’s pretty fair.

Dear Apple,
Why must you continue to enlarge your iPhone? Your latest creations are 4.7 inches (6) and a whopping 5.5 inches (6 Plus). Last time I checked, you were *Apple* not Samsung/​Android. It’s supposed to be a *phone* not a tablet!
Those of us with small hands may find it difficult carrying a phone that’s as big as one’s palm. Our short thumbs and fingers with short wingspans will have difficulty reaching the icons at the top of our ginormous phones. I can already envision the cramps my poor thumb will experience trying to touch icons and scroll up and down. I’ve heard you’ve taken this into account, but I’d still prefer the latest updates and technology in a smaller screen size.
I mean, seriously. How do expect me to carry around this beast?
Thankfully, I’m not a man. Otherwise, I’d seriously wonder how you expect me to cram that into the pocket of my jeans/​pants. Will your thin design hold up? Or will it bend? What if I wear skinny/​tight pants with small pockets or no pockets at all? Must I purchase a separate bag to carry around my phone? I think not. Luckily, as a woman, I can fit mine in my purse, no problem.
Sure. Your new phones look pretty. The smooth metal surface is sexy (especially in the white), and the Retina HD display certainly makes images look prettier. All the other changes (better camera, operating system, etc.) are nice updates. Your newest versions are super light and thin, which is another plus.
But, why must you be so damn big? Apple, bigger isn’t always better.
Personally, I’m in love with my iPhone 4 (yes, people: I still have my iPhone 4), and am hard pressed to give her away. Yes, she doesn’t run as fast, can’t run the newest operating system (thanks for rendering her obsolete), and doesn’t display images or take pictures as nicely as your newer models. But, she fits into my hand perfectly. Her 3.5 inch display is perfect, and she’s been with me through thick and thin (and several 100 drops from various heights).
I will probably bawl my eyes out once it’s time to upgrade her, which may be very soon. I will probably ask to keep her, since she means so much to me (and I won’t get any $ back for her anyway). She’s like my baby, and it will be extremely hard to part.
But, if there’s one thing you’ve done right, Apple, it’s this: you’ve made me into an Apple convert. I have a MacBook Air and an iPhone, and I won’t purchase any other device. So, you’ve given me no choice. I’ll have to simply get used to your «bigger is better» philosophy. And, I’m certain I will adjust to your huge a** phone in due time. But, I’m telling you I won’t like it.
Sincerely,
Me
PS: Don’t be like the NOW CDs (soon to be 53 in February for the US Main Series). We don’t need 53 iterations of the iPhone, thank you very much.