Apple Stoneridge Mall

Category:	Computer Store
Address:	1 Stoneridge Mall Rd, Pleasanton, CA 94588, USA
Phone:	+1 925-398-1962
Site:	apple.com
Rating:	3.1
Working:	10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–7PM

Location

Photos 100

Reviews 6

Philip S

This was my second experience in this store... I was helped by Maria, who was very friendly, not at all condescending, understood exactly what was needed and made it happen without problems, mistakes or confusion. She was very good at confirming my requests and communicating just what was going to happen to fulfill them. She also stuck with the issue to make sure it was resolved in a single visit, which is always much appreciated -- Bravo Maria! My first experience, about four months ago, was far from satisfactory -- I instructed my Genius Bar rep that I wanted to have a full backup of my iPad and I brought my MacBook Air to do just that, but I was only lacking a cable. I explained multiple times that I need to have the iPad backed up before we did anything. He agreed, and then took the iPad to the back room. He returned about 15 minutes later and said, "There, all done." I asked what he did and he said it was now wiped and reset to factory fresh. All data gone. And of course, there was no backup. Moral of the story: have a conversation with your Genius Bar rep for a bit before you let them loose on your device. If your rep seems too busy for this, then get a different one. After all, you are an Apple customer and this is supposed to be a premium experience. All reps arent the same and contrary to some misinformed biases, the males are not necessarily more tech savvy than the females.

David T

Just bought a new MacBook Pro which has been having intermittent screen issues. I have brought this item in following their appointment schedule to have my appointments cancelled because I was "5 minutes late" when I had been waiting there 10 minutes early trying to get the genius attention who turned out to be rather incompetent. I gave this place a second try after contacting a manager after being told that their appointments are "only 15 minutes" and being told to leave the area after 5 minutes of trying to explain what the issue with my laptop is to the incompetent tech. Finally, I figured Ill let them fix the computer after bringing it in(my appointment was cancelled because again I was "late"...) Four hours of my time wasted in this store, my computer is still not fixed. My last visit to such a terribly organized location. I received my laptop back after handing it over to them when I was explicitly told that I would be receiving a new screen and motherboard/logic board(its an SOC design so all the components are on the same board). I got it back today and none of these things were done. I was also told that they had run the same diagnostic as last time only to find nothing which was the same as last time... Apple in Stoneridge Mall is mentally incapable of handling computer products and repair. This was my last visit. I will be trying another locale to get this resolved.

Mark Maher

Just wanted to say that I got great service at this Apple Store last night. Its iPhone 6 launch time right now and the store is a little crazy, but a couple of the trainers Rob and Myk (sp?) were working really hard to try and take care of everybody with issues at the Genius Bar. I walked in (couldnt get an appt online) and knew I might not be able to get seen, but they worked me in anyway. I had a screen repair issue that Id been told by Apple Customer Care could be repaired either in-store ($109) or by sending into Apple ($299 plus 3-5 business days). WC Apple said they dont have the machine to do the repair onsite and Id just have to call around (they didnt know which stores had one, and neither did Apples national call-line....). Apple at Stoneridge said they couldnt do the repair onsite, but offered to exchange my phone at the in-store repair price (the phone was only 3 days old, Im not sure theyd offer this to everyone). Anyway, the upshot is I felt like they really bent over backward in several ways to help me out when I just got roadblocks at other avenues. I know there have been some middling reviews in the past for this location, but if last night was any indicator, the management is working to right any past missteps. Even more impressive that they were able to do so under such stressful circumstances as a major new product launch. Kudos, guys!

Hua Qiao

After I visited this store today, I totally lost trust for Apple. I went to the store twice for fixing iPhone 6 plus since the screen was shading and the phone was not working periodically in the past a few days. As the technician said this is a common problem for iPhone 6 plus and Apple has made an app/system for fixing it but I have to pay for $$ to get a replaced phone. I wondered if I should get a replaced phone or updated to iphone 7. The technician said I could think about it first and come back later. Later at night time I decided to get a replaced phone since l couldnt use the phone most of time. A store associate (unfortunately I didnt get her name) told me i couldnt get assistance today since I lost my chance to get help earlier and they had a lot of people ahead of me. She kept asking me if I understand or not. When I tried making a new appointment, she was very impatient and rude. She kept saying "you need to make your decision" and then walked away couple times in one minute when I tried making an appointment. I am so disappointed about this store and Apple products today. I dont expect to see so many customers need technical support on a week day!

matthew M

Absolutely the worst customer service from any apple store ive been to. Even with an appointment you will find yourself sitting without anybody coming to help. The staff is extremely rude and especially the store manager, is a cheap unintelligent scumbag. I came in with my brand new iphone 6 that was bent... yes BENT! it was one of the few that actually was having the infamous bending issue. He refused to understand the situation that i use a case and only had the phone for a month and claimed i caused the damage. I might be a young man, but i also am a salary based college graduate intellectual, and i can tell his judgement on my character was based off stereotyping me based off my age. I was forced to contact apple customer care and was granted a brand new phone since the lady was an angel! she recommended that i go to the san francisco location or the walnut creek location. I went to the SF location, the busiest location in the country, amazing service! i was helped immediately helped and got my brand new phone without question... go figure the same company but different locations will determine your experience with employees.

‮retraC ‬Sa‮edn

The Apple Store is the only place Ive been thats managed to make buying electronics feel awkward. I went there once because I had a gift card and wanted to buy an external hard drive for my MacBook. I knew which one I wanted, so I walked to the back of the store and picked it up. Easy. But then it came time to pay for the thing. Most stores have a checkout area at the front where they scan your stuff and tell you the total, but not Apple Stores. At an Apple Store, youve gotta find an employee who isnt busy and get them to scan it with their iPhone. Theres no good strategy for doing this; all the employees are either already helping customers or taking to their co-workers, so you can either interrupt someone or stand around awkwardly until one of them walks up to you. For a company that prides itself on being cool, it just feels... weird. Sure, Ive had alright experiences picking up online orders and getting support, but actually buying anything is painful enough that Id recommend going online or to a carrier store instead.