Apple Fashion Valley

Reviews 3

TI

Tinh Phan

I am a business executive that works for a great organization in customer service/sales in the Bay Area. Coming down from the Bay Area for my siblings graduation my sister and I decided to purchase a a computer as a gift. We made a purchase online to pick up at a local store nearby. Thats when all the issues started to arise. I can say that this has been one of the worse experiences ever in any Apple Store. When we went to pick up the mac book they said it will take 1 hour to process at corporate. So we left and went to the graduation to come back after to pick it up. When we came back the person that was helping us made us wait to find out that our order was canceled. What in the world how does someone cancel our online order and why? Here is a couple of conclusion based on the service we got and how they treated us. 1. Bad customer service. The gentleman Mike who was helping us said that he had to go home and if we want someone to help us then he can get them. We requested that. Mike was very rude and does not uphold apple companies values. It was a very condescending voice and treated us like we were insignificant. It was borderline discrimination. The manager did not help either as we still had to pay again in person for the laptop 2. Cancelled order. How does an order get canceled and why? Well no valid explanation was made as why our order was cancelled. A conclusion is maybe these guys have their own sales numbers to hit. If so that is an unethical practice to cancel an online order to do a retail inside the store purchase. Whatever the case may be I am confident there should be several investigation on these employed specifically at this location in fashion valley Practice. 3. Discounts and offer. You get a discount if you are a college student . Apple does this to entice new/current college students to use their products. The only case if you present it to them . Mike said I am giving u a discount already. Forget that the company is giving us a discount we did not had to do anything besides be a student. So dont tell us you are doing us a favor when corporate is extending some marketing tools This might be a a long story of some sorts but I am very disappointed in the disrespect our family received in celebration of my younger siblings graduation. I have come to the conclusion that this particular store has strain far away from the values of the many apple stores I have attended in the Bay Area like Pablo alto and Burlingame location. Maybe there should be a change in management or event its people. Whatever the case may be this is unacceptable & unethical. I will be passing this message along to apples corporate through friends who work for the company that is based in the Bay Area. 1 star for a great product 1 star for the availability The rest is no either earned or appreciated

NI

Niccolo Biliotti

I totally disagree with all the good reviews for this particular store, and all the other Apple stores in general, in relation to the skills of the so called "Geniuses". Those kids obviously are far from Geniuses, and its not their fault, since they are not trained to be. I doubt that any of them actually know any code or have any deep knowledge of how any of the Apple Operating Systems work. When it comes to troubleshooting any software issues, those kids only follow some simple procedures that thy were trained to do, and are totally oblivious of what the problem might actually be. You might get lucky and get your issue fixed, but then again, I guarantee you that you could have fixed the problem yourself with very little research. Again, probably 95% of apple users have no idea on how an operation system works, so the little help from those kids might look like a miracle to them. They are very nice kids though, I have to say, and its not their fault if they are not properly trained. I was at the store yesterday and I was dealing with a mail issue, I waited at the bar until one of the very nice kids came and help me. He scrambled to understand the issue, and obviously had NO IDEA of what was going on, he made no extra effort to solve the issue other then creating an additional user account, REALLY??? I could have done that myself and not waste 2 hours of my busy working day for that. I went home and fixed the problem myself, it only took me 5 minutes of research to identify the problem. I had several experiences like that at the same store. Only once I actually found one guy that was actually a GENIUS, he gave me his card after but I actually lost it... That guy had estensive programming skills, and was working on the operating system code as fast as my eyes could follow. He explained to me that his skill had nothing to do with the training that he received from apple but that he had years of experience in programming. God bless him, I wish I could remember his name. The funny thing is that on that instance I had to go to the store 3 TIMES!!! and have 4 different kids looking at my computer, with absolutely no clue of what was going on, before I was assigned to him. He fixed the issue in less then 10 minutes, when I asked him about the other people that worked on my computer, he shook his head and sighted... I have been using Mac computer for 15 years, Apple was my favorite company, their machines used to be amazing, simple and effective, not loaded up with necessary software, just like a PC. Now days its all about marketing and making money, creating stupid application for people that dont know how to use computers. Application that make it possible for you to spend more and more money on things that you dont need... So sad... Nick

RO

Robert

Mustafa is my hero of the month! After having my 2011 MacBook pro run virtually flawless for the last 6 years, it recently died per a manufacturing issue that resulted in a class action lawsuit against Apple. After dealing with Apple support, which took a lot of unnecessary time away from my business, an apple rep was able to extend the Apple Repair Extension another 6 months so my MacBook Pro could be repaired with an updated GPU. My only remaining concern was how was I going to backup the rest of my hard drive if my MBP wouldnt boot? After countless hours of research and with the ineffective aid of Apples tech. support, I figured it was hopeless, and my only remaining option lied in the team at the Apple store. Upon meeting with Mustafa, he quickly assuaged my concerns and promised he would do the best he could to help me fix all of my issues as soon as possible, as well as help to get my business back up and running. Not only had the thought of moving to a PC-based platform stopped crossing my mind, but I finally felt a sense of hope for the retrieval of my invaluable data and the relationship I had built with Apple. Within what seemed like minutes, there was a replacement part on the way. Most importantly, Mustafa gave me the only option that I could not conceive (even with the help of Apples tech. support) to retrieve my data and backup my hard drive, before handing over my MBP for repair. Of the four technicians I spoke with regarding my issue, Mustafa was the catalyst for my restored faith in Apples willingness to stand behind its product even when a faulty one, its customer by offering the most effective solution possible, and its mission to make life better with a product and a company that helps people be the best person they can imagine. Please pass along my regards to Mustafa, and to his supervisor whom is obviously doing something right. Mustafa, you are my hero for the month! Very Respectfully, Bob Provins