Category: | Computer Store |
Address: | 3195 28th St SE, Grand Rapids, MI 49512, USA |
Phone: | +1 616-956-1420 |
Site: | apple.com |
Rating: | 3.2 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 12–6PM |
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Shell Lee
About 3 weeks ago my husband went into the Apple store at Woodland Mall on 28th Street in Grand Rapids. He was bringing in my son iPad. We have a severely autistic 11 year old son. He is unable to speak and we are in the process of having him use the Proloquo2Go app for speaking. This app is a complete blessing to use as it offers our son Michael a way to communicate. Unfortunately though, he has broken several iPads. We have saved and used up our warranties on each one. Feeling completely frustrated, my husband brought the iPad into the store to see how much it would cost to have it repaired. Since our son is older now we thought we could give it another shot. We are working with his teachers in an effort to help him use this app for communicating and he has come a long way! We were unsure if the iPad could even be fixed or if we would just have to save up for another one. My husband went in and made an appointment to be seen. He came back out and looked at me stating he felt it was going to be a waste of our time. We had low expectations and had excepted that Michael would have to wait until we could put together enough money for a new one. To help put clarity on this situation I cannot even express in words how desperate we are to have this work for him. I have a child that we literally cannot wait to meet. We have no idea what he thinks about, what he is sad about, and what he dislikes. He can never tell us about his day. Nothing, because he has no way to communicate. This app has opened a new world for our family. The quality of his life will dramatically change with the use of this app. Michael chews the case off and cracks the screen every time. We have no idea why he does this. He loves using it, but, for reasons we do not understand, he shoves the iPad under doors to watch half of the screen and despises the case! My husband went in for his appointment without any expectations. He was greeted by a very friendly woman. Unfortunately, my husband is bad with names and I waited in the car with our son. We dont know her name. I really wish we did because we cannot express how impressed and thankful we are that she is who my husband met that day. He sat down and started to explain why the iPad was in such terrible condition. As soon as he told her we have an autistic son she perked up and told him she understand because their was a child in her family with a disability. She told my husband that our son breaks the screens and tears off the cases because he is touch sensitive. She also said let me go talk to my boss really quick. She returned a few minutes later with a new iPad. Unbelievable is all we can say! She has no idea what she did for my son and for our family. She also recommended a case that we should buy that was tough. We purchased the new case and my husband was on his way. When he came out to the car with the new iPad I was stunned. He told me that as soon as he told her about Michael, and she said their was a disabled child in her family, he felt an instant sense of relief that someone understood. My husband said she was so nice and went completely out of her way to help him. We want to tell her thank you. She really has no idea what she did for us that day. Good customer service is a rarity these days. She was great and so is Apple. Thank you so very much to the person in charge at the Apple store that gave her permission to give us a new one. A special thank you goes to her for the understanding, kindness, friendliness, compassion and her amazing attitude towards helping. You are a wonderful person. Thank you for amazing customer service, Jim & Michelle Mocini
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Chris K
Unwavering devotion to Apple, but not this store. Time and time again this store has let me down. The last straw was after today. Its Friday, September 16th, 2016 which is the day the iPhone 7 and Apple Watch (Series 2) was released. I had ordered new phones for my wife and I online but she decided a couple days later that she wanted the new watch. I placed an online order for the watch but it wasnt going to arrive until mid to late October. I thought Id swing by the Apple store at Woodland the day they go on sale to get one. I called the store on Thursday and confirmed theyd have watches and asked if theyd have a separate line for people interested in buying watches than the line of people interested in buying iPhones. I was told there would be a separate line. The store was set to open at 8 AM and from past experience buying a phone from this store on launch day I knew to show up early. I arrived at 7:50 AM and saw a short line of people and was greeted in front of the store by an Apple Store employee. She asked what brought me in and I let her know I was interested in a new watch. She asked which one and I gave her all the info. She then told me they had some but I had to wait in line and she pointed to the line with all the iPhone people. I said, "I called yesterday and was told watches had their own line." She said it didnt matter because the watches werent available to sell until 10 AM. It was only the iPhones that were on sale at 8 AM. I asked her if she was sure because thats not what I understood the process to be. She was adamant about the fact that they were not allowed to sell anything but iPhones prior to 10 AM. I left as I did have to go to work and couldnt wait around 2+ hours. When I got to my office I jumped on Macrumors and looked in the forums section. There was already a thread about walk in sales for the watch. By 8:40 AM there were a handful of people reporting they had bought watches that morning. I confirmed with the posters and literally a dozen more in cities all over (all in the eastern time zone) that they had purchased watches before 10 AM. Ill wait the 4-6 weeks for the watch I ordered from Apple to be delivered but I wont purchase a thing from this location nor rely on any information they provide as theyve let me down time and time again. The service I received this morning and in the past with Apple Care support and other inquires has been sub par. I lived in another part of Michigan where I had access to multiple Apple Stores (Somerset and Twelve Oaks) and always got top notch service from them. If I include this new watch in the count, there will be 10 Apple products (iMac, Macbook Pro, iPad, iPhones, Apple TVs, my own Apple Watch) in my home. Obviously Im a big fan of Apple and Ill just order products from them directly and avoid this store at all costs.
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Dwin Dykema
I dropped my phone a very short distance and the screen cracked into tiny pieces. I had the protective cover on so it stayed in place, but the breakage was really bad. I called AT&T (my carrier) and they referred me to at&t asurion insurance. I didnt like their terms so I checked my Apple Care insurance. I couldnt be happier that I did my due diligence. Asurion was happy to repair the phone....for $200.00. Which meant they would replace it, repair the old and resell it as refurbished. That didnt please me so I checked Apple care and scheduled an appointment to have my phone repaired either that day or the next. I was held up at work by clients and was running late. They said to come anyway when I called. I drove down and they looked at my phone. The informed me that if I had used the Assurion protection it would have made the Apple care void because they wouldnt do the repairs via an authorized agent which would nullify my Apple Care. So this made me super happy to have made the right decision on resolving my problem. I was greeted immediately and the gal who would be replacing my screen on my phone was busy, so there was a tiny wait. When she came over she looked at it and made the decision that I should just have my phone replaced and they would manage the repairs for the old one. There were no less than 5 people who were working on my situation (Im sure they wanted to go home as it was past closing time.) Everyone had a great attitude and was very helpful. I offered that I could come back the next day, but they said that we could just resolve everything. We ended up being there about 45 minutes after close, but I walked out with a new phone, in a protective case, with protection on the glass to save it from my slippy fingers. I couldnt be happier. I love the new protective case and the authentic screen protection! It has a easy grip surface, so its no longer slipping out of my fingers or off of things.