Apple Westfarms

Reviews 5

WI

Wil Ketchin

I had one of the worst customer service experiences of my life here. I ended up going in with 2 issues with my MBP.. first one was that my mac would turn on whenever it felt like it, and wouldnt turn on whenever it felt like it. A pretty big deal when you are just about to spin a gig, and you rely on your hardware. And secondly was that the apple logo was showing through the LCD screen, causing a white smear behind the glass that was very apparent whenever a dark color washed over the area. First time i brought it in, I made an appointment and showed up SPOT on for timing. Checked in.. waited 20 minutes.. (mind you there are no chairs to sit, so this twenty minutes is engineered to get you to look around at their products) -- and finally saw a "Genius," along with ONE OTHER PERSON. He barely akgnowledged me, and only made contact with me or the other person when he had a question such as "Did you beat it up, is there any way I can prevent this from being fixed under warrenty, are you stupid?" (im being facetious) I ended up leaving the place not knowing what was wrong with my computer, but with a slip telling me what they were replacing. I got a call 2 days later saying my parts were in, made another appointment, showed up ten minutes late this time. I WAITED ANOTHER 20 MINUTES before seeing a "Genius" to drop my computer off. Sat there, no conversation as the guy plugged away at his computer. All he told me was "Youre ready to go!" and then told me it would be 3-5 days to get it repaired, and they would contact me the same way they contacted me before via email and phone call. -- FAST FORWARD 5 DAYS -- I ended up calling, and they told me that the computer was ready to be picked up 4 days ago, and they apologized for not contacting me about it. I go in, wait a half hour, leave with my computer. Everything is fixed, everything is OK. I get home, check my email, and low and behold AFTER i left the Apple store, i got an email telling me that it was ready to be picked up. All in all, this place can suck pond water and I will do everything in my power to never go to this NUTHOUSE ever again.

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A

A Private User

Well, I dont recall exactly when my Ipod was purchased but here is the story. The jack kept shorting out when I was listening to it. According to IPOD repair websites this is a $20 problem to fix. I went to the Ipod store on my lunch hour - I trekked down there and upon arriving and standing in line for 10 minutes I was told that I needed an appointment. Well, thats just great. Glad I wasted time / gas / valuable lunch time driving down here for that. So, I made an appointment to come back that night. I came back and had to wait 20 minnutes past my scheduled time. I finaly get up there and here is what I get (seriously, this was unreal ) - the tech looks at it, plugs it an and says " I can sell you another one of these for $129 or I can give you TEN PERCENT off another new Ipod." What?? I mean WHAT?? That is like taking your lemon car back to the car dealership and them saying "well, we cant do anything for you - but we can give you 10% off a new one!" wow. THANKS. I said, why would i do that when I can buy one on Ebay for $50? ( actually the one I bought last night, including shipping, same model and stoage space was $43 for a 3rd gen 8gb nano ) and his response was well, but you dont get the waranty - I said, well, I bought this one new and I dont get the waranty so whats the difference? He said that they dont repair the IPODS anymore that they just replace them. While I think that Ipod is a good product, the customer serivce is a joke. To offer someone $20 off a new IPOD is actually insulting. To offer them a refurbished product for $130 when you can buy a new shuffle for $49 - again , insulting. I was going to get an Iphone but considering the customer service, or lack there of , never again will I set foot in an Apple store.

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PA

Paul Costello

My Macbook Pro was having problems (long boot up, random spinning beach balls for no reason) so I looked into bringing it to the nearest Apple Store (in this case, West Farms Mall). After reading the reviews, I was a little hesitant to bring my computer there, but can honestly say that I had nothing but a good experience at the West Farms Store. The first day I brought my computer in, Apple tech Austin ran a diagnostic that found the hard drive had bad sectors and was failing. He recommended that I buy (at Best Buy or Amazon) a solid state drive to replace it, and even printed out instructions for me to swap out the drive myself. He said I could bring it back and theyd install the system software for free. A week later, I swapped out the drive and made an appointment to bring it in. Another Apple tech, Walter, installed the system software and helped me restore my files from my Time Machine back up, which took about two hours. During that time, I watched and listened to several other techs helping other customers and everyone was kind and patient. While I was waiting, I remembered that the Siri wasnt working on my iPhone 6 and asked another tech, Kelsey, about it. She ran a diagnostic on my phone and found that the Siri speaker wasnt working, which they fixed for free (it was still under warranty). By the time my computer was restored, I had the phone back, and everything is working great. Nice job by everyone there. Thanks!

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A

A Private User

Despite previous reviews about this store taking too long; this is one of the only Apple Stores within the Hartford area, with it being in one of the most busy, most popular malls, its going to obviously be busy. I made an appointment at 6:15 for two Macbooks Pros. I checked in around 6:00 and I was seated around 6:40. Sure, I didnt like waiting, but with the amount of people, you can obviously tell they are swamped all the time. When I reached the Genius, I was told that they could only look at one Macbook Pro since you need individual appointments for each product. Seeing as I drove more than half an hour to the store, I kindly asked the Manager and she told the Genius to see what was wrong with both of the Macbook Pros in the most pleasant tone. It was a good experience no matter what people say. When you go into a computer repair store, you should expect waiting regardless, especially when its a big, busy Apple Store. The staff were friendly and the management was very helpful with everything when I came to know the problem with my conflict. They solved it without causing me any trouble. Point is, if you make an appointment here and urgently need to fix something, make sure you have time in your schedule and of course, have a good attitude, which will be returned in the best service possible.

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CO

Colleen Mrowka

HORRIBLE SERVICE...OR LACK THEROF...AT THIS STORE AND NO SUPPORT FROM APPLE I scheduled an appointment at the West Farms CT store for Sunday August 31 at 11:40 am. I arrived at the store at 11:30 and waited in line to “check in” with a person at the front door. He instructed me to wait in a different line to check in with another person. Both lines were long. By the time I actually made it to the front of the line it was 11:58, and the apple “genius” informed me I was late for my appointment and they would not see me. He acquiesced but I had to argue with him and point out the 2 very long lines in which I had stood before I could check in. I then spent 4 hours at the store with "genious" who could not figure out what is wrong with my phone. He erased it and promised they would call to restore it the next day. Since that time, I have spent hours on the phone for the past 2 days, but no one can give me any ideas when they might be able to figure out the problem. I am still without a phone. Bigger problem...I have called the West Farms store directly numerous times to try to resolve this, and have not once reached the store. The calls have been answered by someone in San Diego, then Georgia, and a 3rd place I cant even remember.

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