Apple Oakridge

Category:	Computer Store
Address:	925 Blossom Hill Road, San Jose, CA 95123, USA
Phone:	+1 408-960-0110
Site:	apple.com
Rating:	2.5
Working:	10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–10PM 10AM–10PM 11AM–7:30PM

Location

Photos 90

Reviews 6

John Wang

Apple = thiefs accomplice? Technician in Apple Store Helped Thief to Erase My Macbook Pro While It was Playing Alarming Sound. My macbook pro was stolen in San Jose Public Library on 07/15/16, I requested police officer for help immediately and used "find my iPhone" to locate my laptop as well as "playing sound". 20 minutes later my laptop appeared near Oakridge apple store. I drove to this apple store right away and arrived in 20 minutes. I thought I would catch up with the thief and report to police, because if the thief seeking help from apple store, he must make appointment with technician, which ALWAYS needs long time to wait. However, the manager told me that a man just stopped by with a "playing sound" laptop and asked to erase all the data. Surprisingly, the technician erased the STOLEN laptop immediately, WITHOUT validation of anything!! My laptop required password to login as well as displaying my name on the screen, and it was registered with my Apple ID and password. However, apparently, the thief doesn’t know any information about the laptop, and most importantly the laptop was PLAYING ALARMING SOUND!! The technician here even didnt check thiefs ID or name, just immediately erased my laptop and let the thief go, WITHOUT any sense of security and responsibility for customer. Such a weird thing just happened, I really can’t believe it. It looks like this apple store is so convenient to the thieves, so RIDICULOUS and UNACCEPTABLE. I already reported to police and requested for a camera record release. The store refused me to talk to the technician for details, the manager said she didnt want the involved technician to be interviewed by the customer. I was TOTALLY SHOCKED by the whole thing. Oakridge Apple Store is always crowded but the thief just did the thing very quickly, no waiting line. I feel like my macbook pro was stolen by the thief and the apple store. This apple store don’t care about customer at all but thief friendly. I have already talked to Apple customer relations and Apple Care department about my situation, nothing help. The whole thing is WEIRD AND RIDICULOUS, it looks like the apple store cooperated with the thief in a good way. I appreciate if you have any comments and suggestions, and please share this if possible.

Alex N

A few suggestions for the Oakridge Apple Store: 1) Before you nonchalantly ask a customer, "whats your password?", remind them that their private data could be seen and used by others, including Apple employees. Ask them whether theyve encrypted their hard drive. And give them the option to erase their hard drives themselves. You are the experts, so inform your customers. You cant expect barbers, truck drivers, doctors, and plumbers to know about data theft, FileVault encryption, two-step verification, computer fraud, and other security issues. Tell corporate to update your training if you have to. We live in an era of government mass surveillance, data mining, financial fraud, and FBI/CIA overreach, so its up to all of us to keep our data safe. 2) Call back when you say youll call back. Follow through on your words. 3) It shouldnt take 2-3 weeks for the AppleCare warehouse to find a hard drive that took them 2 days to fix. If it takes that long, then there is a problem with inventory control and supply chain management. Call them and push them to perform. Escalate issues all the way up to management if you have to. Change starts from within! Just be more professional overall. You are the face of Apple Inc, so try your utmost to represent them well.

Olivier Bernard

Went in the store to ask about upgrade on my phones. The first person that welcome me was nice, but not knowledgeable about the programs available. So she kindly referred me to a "specialist." In that store, specialist seems to mean cocky, arrogant and misleading. Not only was he not nearly as knowledgeable as he should have, he had a bad attitude, looked-us down for seemingly asking the wrong questions, with a belief that anything not apple was worthless. The only thing he accomplished was to convince us to start looking at Samsung phones, which after 5 years of faithful use of our iPhone, we did. To top it off, as we later found out, that sales person bluntly lied to us about the programs available for AT&T so as to sell us apple leasing programs. I am ever so surprised at the difference in service level across different apple stores. The ones in Palo Alto or Stanford mall offer such a vastly differently positive customer experience. I also previously had a bad experience in that store when the iWatch came in. I am guessing that in the interview process, when a new recruits is a bit rough, he is sent down to South San Jose. There is something about that specific store, so in the meanwhile, I go to either Los Gatos or Palo Alto...

A Private User

I had an issue with the airport connection on my notebook. It took almost fifteen minutes to get an employee to even speak to me. I was told I needed an appointment and to come back. I spent a few hours in the mall and returned for my appointment. They took it and said theyd look at it. Why they couldnt do that without my having to wait for 2 hours Ill never know. I got a call to return a few days later. At this point I thought they were diagnosing the issue and wanted to meet to discuss my options. I get there and am told they replaced my hard drive. I had no warning, no opportunity to back up my data, and was extremely upset they did not speak to me prior to doing extensive work. It took me another 3 trips into this awful store to get a computer back with a new hard drive and a remaining airport issue. I finally had to take it into Los Gatos to get the issue resolved. I will never return to this store again. The customer service is horrendous.

Steven H

The floor staff and Geniuses that helped me with basic questions for my two computers were great and helpful (4 stars). However, the one computer that needed further diagnostics to estimate the cost of repair came back with a negative answer that it would cost $1000 to fix and require 3 new parts so I should just buy a new computer. Fortunately their diagnostics analysis doesnt cost anything. I took it to Simply Computing near Broadway and Granville instead. Had to pay $50 for diagnostics but the tech guy was able to simply re-align things with no new parts and got the computer working again for a total of $170 (the $50 diagnostics cost was credited towards that total cost). I would say take your apple products to the Apple Store for basic diagnostics since its usually free, but if its a major fix or Apple cant help for cheap, try Simply Computing.

Sandy S.

I went to the Apple Store at Oakridge Mall due to an issue I was having with iphoto. I lost a lot of photos ever since I upgraded to OS X Yosemite. After waiting for two hours (which is to be expected since I didn’t make an advance reservation), a technician by the name of Justin was assigned to help me. I was appalled by his arrogance and condescension. I admit I am not very computer literate, but this technician rubbed it on me with his impatience and body language. He wore his frustration on his sleeve. Everyone has the right to be treated respectfully. A job like this requires positive interaction with customers, interpersonal skills, and empathy - none of which this technician has. I was aghast at his behavior and asked to speak with the store manager who assured me that he would talk to his staff so such incidents don’t recur.