Category: | Computer Store |
Address: | 4325 Glenwood Ave, Raleigh, NC 27612, USA |
Phone: | +1 919-334-3400 |
Site: | apple.com |
Rating: | 2.7 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 12–7PM |
SH
Shanine Sato
I had an appointment with the genius bar at 5:50pm and checked in at 5:40pm, sat at the table for about 30 minutes before the technician came and introduced himself and asked what was gong on. I explained to him that my iPhone 6s which was purchased DEC 15 and still under warranty was not working. By that I mean no service, I was not able to make a call, receive calls, text or anything else for an entire week. Email was the only thing that worked. I called my network provider and even went to one of there stores. They could not help me it was a phone issue. It started when I updated their 9.3.1 and my iPhone would just cut off with saying no service on it. So I called Apple and they instructed me to reset my iPhone, which I did not once but 3 times with no help or fix of my iPhone. When I contacted Apple again they told me that I would need to go to the store and see what the issue is. That is a 3 hour drive one way for me and would need to be done on a weekend since I work. Explained all of this to my technician and he went out in the mall telling me as he is looking at the iPhone he sees no issue with it, yet the entire 3 hours I walked around the mall I had no service. He proceeds to tell me that it is more than likely a network issue and the people of ATT had no idea what they are doing with Apple products. We went back into the store and he proceeded to tell me that they can replace the iPhone but I would possibly have the same issue again with the new iPhone since he believes it is an iCloud issue on my mac. ARE YOU SERIOUS GENIUS, DOESNT APPLE CONTROL iCloud! Really I drove three hours for this, and then to be told that if it does happen again they would not replace my iPhone a second time. All of this was put on my service paperwork along with my iPhone was dropping calls which was NEVER THE ISSUE I told him to just try fixing mine first and he just reset it as a new iPhone of course it worked until I said that if I leave and it has no service I will not be a happy camper if I have to come back. He got a iPhone from the back and called my number and my iPhone showed NO SERVICE, OMG HE FINALLY SAW IT! This is the genius that Apple gave to help me with a problem, really, he was more worried about leaving on time than fixing my issue. I got passed off to another guy who then proceeded to run diagnostics again on my phone. wasting more of my time. I did end up getting my phone replaced, drove the 3 hours home to read the service agreement the next day and find that none of my actual issues were on it and the "they would not replace my iPhone second time" was. After spending over 2 hours in the store. Really, I feel like I was being called a liar when there was an issue with the iPhone since the 9.3.1 update, I had no problem before that and if it is an iCloud issue how is it my problem when Apple is the one that controls iCloud, which by the way updates regularly on its own, and Im not even a computer genius to have figured that out! Apple is going down hill and I have been a fan since the iPhone first came out. Boy what would Steve Jobs say to all of this!!!!!
LE
Leland Decker
I love Apple products and have many of them. My MBP (mid 2012) worked flawlessly until 12.2014, then began to run sluggish and restarted randomly. I took it in for diagnostic and they determined the hard drive needed to be replaced. Giving up after 3 days of crashing I went to drop it off with only achieving a partial backup. Backing up a failing hard drive is nearly impossible and not once was I offered assistance. After being repaired everything worked fine until 04.2015. Again, I took it in for diagnostic and Jess, who is fantastic and a huge asset for this location, determined the logic board, track pad and a defective bracket need to be replaced. This time it required being sent offsite and Jess informed me it could take as many as 5 days to return, I work remotely so a laptop is crucial. I asked Jess to show me the new MBA and while she made notes on my account I ordered one through the online store. I planned to drop the MBP when I picked up the MBA. 4 days later while running errands, I received notice my new MBA was available for pick up. Entering the store, Trudy greeted me. Now Trudy is AMAZING and nothing less!! Present 120% of our conversation and taking initiative to get more information in order to provide above her already stellar customer service. I told her the reason for my visit and that I would need to copy some files before letting the MBP go out. She quickly found a place for me and I got down to business. As I copied the files Dustin came onto the floor. Dustin is the reason I didnt have a complete melt down throwing my MBP against a wall in December. He came over and I pointed to my shiny new MBA and told him my MBP was going in for service, yet again and only 4 months later. I jokingly said if it were a car I’d be protected by lemon laws. Recognizing my loyalty along with frustration both old and new, he excused himself only to return inquiring about my December experience. I responded "basically I couldnt get a full back up and assistance was never offered". From behind his back he set on the table an AirPort Time Capsule - 2T. I gave him a look of, after all that you want me to purchase this too? After explaining what it was and its features, he asked if it would have solved the issue of not having or being able to generate a complete back up. I agreed that it would indeed have been very useful. Wanting to meet my continued loyalty and show Apples commitment to keeping me satisfied as a longtime customer, as a token he then offered me the time capsule. I was completely blown away almost emotional not to mention speechless, which never happens. Thank you Dustin, a real class act!! SO, if you must go to this location and want a great experience, do yourself a favor and cut to the chase..... search out Dustin, Jess or Trudy. All 3 are knowledgable, they genuinely care, and are a real pleasure to work with!! Thank you to all 3…….. you guys truly ROCK!!!!! See you on my next trip to Raleigh!! .... Just Because, haha
GU
Guerrmo 666
Horrible, horrible service. I only gave them 1 star because I couldnt give them zero. Took my Mac book Pro there for repair. A local repair shop suggested that I might save some money by doing so. Had a 1:45 appointment on a Tuesday afternoon. I showed up at 1:50 because, in my past experience, I usually have to wait 30-45 minutes even if I had an appointment. When I arrived they informed me that my appointment had been cancelled. They reinstated it, but it was a little irritating. Apparently its okay for me to wait for them, but not okay for them to wait for me. Still...I had to wait another 30 minutes to actually see a person. I left my Mac with them. They called roughly 2 hours later and left a VM with an estimated cost of the repairs, and instructions to call them back to authorize the repairs. Between that Tuesday and the following Saturday, I called them 25 times. No one ever answered the phone. I called the corporate Apple Care number, and had them call the store with the same result. The Apple care person, elevated it to a "senior advisor", who also repeatedly tried to contact the store with the same lack of results. Finally, I drive all the way back out to the store, waited for 20-25 minutes before finally speaking with the store manager, "Dustin". Instead of being conciliatory, Dustin voiced skepticism about my attempts to get through to the store by phone. So I called his store from inside his store so he could witness it firsthand. He honestly did not appear to care. Ultimately he suggested I take to a nearby independent Apple authorized repair center instead of leaving it with the store. He stated that thats where the store would probably send it, and by taking it directly to them, it would likely save me some money. I did so, only to be told by the person at the repair center that it would actually cost more. They actually suggested I take it back to the store. Finally sent it back to Apple myself where they quoted my $200 less than what the store had quoted, only to come back a few days later and revise their quote and asked for another $300, $60 more than what the store was going to charge for the same repair. The senior Apple tech support person offered no relief at all and didnt seem to understand why I was upset . I finally called their customer relations department where they apologized agreed to do it for what they originally quoted. I really dont understand why the I prefer Apple tech support person didnt just transfer me. I had to initiate the call to Apple customer relations on my own. I prefer Apple products, but after this experience, I think I might have to start migrating to android and Windows devices.