Apple Victoria Gardens

Category:	Computer Store
Address:	12461 S Mainstreet, Rancho Cucamonga, CA 91739, USA
Phone:	+1 909-803-5220
Site:	apple.com
Rating:	3.1
Working:	10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–10PM 10AM–10PM 11AM–7PM

Location

Photos 100

Reviews 4

Nikital Patel

I would like to start off by saying that, like many, I am a faithful Apple customer. However, unlike the numerous Apple consumers, I truly admire Apples innovation and dedication to their products and their consumers, respectively. I consistently and repeatedly choose Apple over all its competitors and recommend others to do the same. In my possession, I have the newest version of the I-Pod, an I-Pad, Macbook Pro, and also the I-Phone 6 plus. In fact, as soon as I was informed that I have an upgrade available, I didn’t hesitate or think twice before upgrading my phone from an I-phone 5S to the I-phone 6 plus. However, today, I regret my decision. I was extremely disappointed when visiting my nearest Apple store. I had an issue with my phone, where I was terrified to use the product as I was shocked by it on two separate occasions. To address this issue, I made an appointment with the “genius bar.” Although, they werent able to fix the problem, it was their lack of care and complete disregard for customer safety that most shocked me. The initial employee checked the interior of my phone and reported no noticeable malfunctions. She then suggested getting a new phone for 130$, due to a minor crack on the screen. I calmly explained that I was not there to fix my screen and was only hoping to resolve the malfunction. Unable to help me, she redirected me to the manager, to whom I again explained my issue. However, the Manager seemed uninterested and unconcerned about the issue. In fact, he was perfectly satisfied with allowing the issue to persist and to continue to threaten my safety. Unsatisfied with the results of my visit, I called apple customer care. Again, I explained my concerns and was told to call back after 10 minutes. In my efforts to resolve this issue, for two and thirty minutes, I was forced to call my employer and cancel my shift. I am extremely disappointed in how much time, money, and effort was required in simply addressing the concerns of a loyal customer. Furthermore, although the customer care hotline was able to resolve my issues and replace my phone, the apple store did a horrendous job in completing the transaction, transferring my information, and in reactivating my phone. This experience has discouraged me from ever visiting or purchasing from this location again. Further, it has tarnished the reputation I previously associated with the Apple brand and its customer care. I know I am but one customer of the millions that Apple has, but I hope this letter serves its purpose in informing you of this issue so that you may address it and prevent others from having a similar experience.

L Justin White Jr

I arrived at the Apple Store on August 7 before the store opened at 10am. Fortunately, I had an appointment and did not need to worry about the long line that was forming. A few moments before the doors open two employee came outside and greeted us. The two person team organized us in to groups based our needs. This seemed to clear up the chaos and it seemed to the cattle herding more tolerable for everyone. Before 10:10am I was speaking with an Apple Employee at the Genius Bar. I explained to the employee that the face was separating from the phone. I had the concern that the battery was expanding. The face was separating off of my wife’s phone and it turned out to be the battery. Well it checked out that the battery on my phone was fine. Where the experience went sour was when I was told by the Genius that the aluminum casing was bent down. Taken a little back I asked how you determined the aluminum casing is bending down and the face is not coming up. The Genius told me the tech in the back told him that was the determination. He further stated the tech has been doing this for years and if to tell me not to question the man behind the curtain. I asked if I could speak to the tech and he obliged. A few moments later the tech came out and I asked how he came to his determination. He told me he performed a visual test per the Apple guidelines. I continue by asking, “Wait, there’s not a device you use to test the straightness of the aluminum casing?” I was told no and he recommend me buying a new phone and not replacing glass face. I asked if I could see a copy of the guidelines and he told me he could not show me but I could possibly find them by doing a Google search or visiting an authorized dealer. Before leaving frustrated I requested and received a business card of the Business Manager. While leaving the store the lady that assisted with pre-opening store instructions gave me two thumbs up. I didn’t have the heart to frown and give her two thumbs down. As I am often told by my employees, when I am convinced something is one way, no one can tell me otherwise. So I polled these same employees and they all were unable to make the same determination of the tech. I was hoping my employees would have told me I was crazy and the phone was clearly bent. What to do?

Richard Mahe

I wanted to take the time to thank, Forest Taylor, for your impecable customer service on October 05, 2016 regarding my iPhone 6 and its new iOS 10. For you to handle virtually everything over the phone and even prepared everything prior to my arrival. I am very fortunate that Apple has Managers like you, to exemplify what true Customer Service is all about. I arrived to the Apple Store located in Rancho Cucamonga, California. Mark Antolin, who was already working with another Guest, was passing by my table and asked if we were being assisted. I indicated that I did not know. He acknowledged me and indicated that he would assist me after he was done assisting with his current Guest. That meant so much to me and it really showed me his commitment towards Guest Satisfaction. He eventually made his way to take care of me and he actually listened to me. He informed me that he was able to read Forests notations along with that of the Apple iOS Senior Care Advisor, Joshua Pettit, who initiated my Apple Case. Without question, Mark took care of me. He even update my iPhone with the latest version of iOS 10 and made sure that it was completely activated and connected to the AT&T Network before sending me on my way. It is Apples Representatives like you Forest Taylor, Mark Antolin and Joshua Pettit who gives this company the name that it has today. I truly am grateful for all of your assistance in this matter. Thank You

A Private User

I HAVE HAD ONLY GOOD EXPERIENCES WITH THIS APPLE STORE. I have been coming here since it opened. The day my 7-yr-old desktop MAC was dying several yrs ago, I walked in without an appt & the wonderful people at the Genius bar ran diagnostics, backed up my files, photos, itunes, emails, wiped the hard drive & gave me a few more months of use of my favorite computer----in a matter of a few hrs. I love my one-on-one appts and personal project sessions---EVERY employee Ive worked with has gone above and beyond to help and teach me a wide variety of skills. I DO try to book my sessions early morning (8 a.m.) before the store gets crowded----because there is lots of hustle and bustle during regular hours. Last wkend, my laptop announced to me that it had no airport card--WHAT? I needed wi-fi to finish uploading quarter grades. I booked an afternoon appt that same day with the Genius Bar through my sons computer, walked in (a few min late), and in less than 5 min. at the bar, I was up and running again. In the meantime, several employees asked if they could be of service. Sometimes when they are super-busy, I do have to approach an employee & ask for help. In my experience, if the employee I am talking to cannot help me, (s)he finds someone else who can. I HAVE ALWAYS HAD THE BEST SERVICE AND GREAT EXPERIENCES IN THIS APPLE STORE--even in the midst of the seeming chaos of the busiest time of day.