Apple Millenia

Reviews 3

ST

Steve Reinhardt

The wait: I walked in to have my phone looked at, and probably replaced. What I imagined would be a 30-45 minute wait based on how busy the store was turned into a 2.5 hour wait. Had I known this, I would have brought something to do, but since I didnt, I nearly died of boredom. What I didnt anticipate is that many people make reservations, and this eats up the technicians time and makes walk ins low priority (I assume). Im a very patient person, and I would have been fine with the wait, but after the queue/greeter told me where to sit, I spent 2 hours having nobody talk to me until I asked an employee nearby, and wasnt entirely sure if I was going to be helped. I think perhaps the Queue/greeter person needs to check on people in line when possible every half hour or so to make sure they know their status (have an alert or something go off on their tablet). IDEALLY having a screen on the wall that shows estimated wait times would help a lot. Although the wait time/busy aspect of the store is not the employees fault at all, it still detracts from my rating as it would be nice to have another store nearby, a larger location, etc, but I can live with it. Long story short, MAKE A RESERVATION. The Store: This store has a layout that focuses on shoving as many products at you as possible, which is a great business strategy and I like that. The tables and chairs and demo products are all perfect, and I like the large walls with products for easy access. My only complaint is that it is immensely NOT CLEAR where to go for service, help, or to purchase items. Apple assumes that if someone needs something, a customer will simply ask an employee, but this isnt a very good system as all of the employees are dressed the same but DO DIFFERENT TASKS. This wastes time as Im sure genius bar employees will have people ask them questions about things that they dont handle, as well as the other employees. What this store needs are easily visible signs for Repair, Customer Care/Questions, and an obvious Cashier. They try to simplify things too much with just having "genius bar" signs instead of "Apple Service/Repair", by hiding/removing the cash register, etc. The customer service: After someone was finally free to help me with my phone, they immediately apologized about the wait and were extremely polite. Every Apple employee was friendly and personable, and worked hard to give people what they want. The technician that helped me, I believe was named Cyril (sorry if I got the name wrong, I was rather sick and having trouble focusing), was extremely professional and personable. He obviously knew what he was doing and was quick to assist me as well as the other people next to me. It was clear that he was moving quickly and trying to assist people as best as possible, and I commend his efforts as well as the rest of the employees that I spoke to. In the end, my phone was replaced for free due to it being a recall/safety issue (iPhone 5 battery swelling). I was very satisfied with the service policy giving me a free phone with NO hoops to jump through, just a signature! Absolutely excellent. tl;dr This store is busy, but the employees are great, just make a reservation or prepare to suffer at the hands of tourists flocking to this Apple store.

RI

Rich Luciano

My experience at this Apple Store was made perfect by the staff. I had a problem back in May where my iMac wouldnt start up so I had talked with the phone techs to try and resolve the issue, but after an hour on the phone we couldnt figure it out- we tried everything! I had a feeling that my $2000 machine was going to become a heavy and very large paper weight at this point. Unfortunately and painstakingly I had to put off getting it repaired at that time due to final preparations for me and my now wifes wedding. Well, about almost a month ago after getting back to the swing of things and finally getting tired of my small screened MacBook, I finally got around to setting up my appointment online. Scheduling my appointment online was a breeze and it was particularly nice that they had a comments section where I was able to explain a little bit about my problem and the previous communication with them I had on the phone. I packed up my beastly 27" iMac back in the box (yes I actually save my boxes - for resale value) and I brought it down to the Millenia Mall, carried it in awkwardly and got a hold of someone that could get me to the right person. Only took 5 minutes...and that aint bad considering there was like 1k people in that store!! They had me set up the iMac and they ran their techy diagnostic software on it to find that the graphics card was the issue. We ran through scenarios on repair costs and it was looking to be $600 out the door since it no longer had a warranty. Yikes I said!! The technician - I wish I knew his name because he was really nice, knowledgeable and courteous - said hed be right back so he could talk to another tech about the situation. About 10 minutes later he comes back saying he had good news. The iMac had a known graphics card issue that was under an honorary fix covered by Apple. Although he had my serial number in his iPad software, it never pinged that my iMac was affected by this as its supposed to. Either way, the fact is they caught it and were quick to honor the fix 100% free. Yay for me!! I could have hugged the guy if it wasnt weird in front of that many people. I just gave him a really good handshake and lots of verbal thanks. It seriously made my day/month! The repair was projected to take 3-5 days but it took 2. And mind you its a full tear down to get to the graphics card. All in all I am very impressed with the level of service and I would go back there any time to get my devices looked at for something that I couldnt figure out on my own. I normally dont write long reviews like this, but this was totally worth writing about. A company that stands by its product and exceeds in their customer service is worth every penny for their expensive machines. Apple all the way! Thank you to all that helped me get my baby back up and running. Yours truly, Rich

RA

Rai Medeiros

Totally disappointed with the service of this store. I went there to buy a new MacBook pro, after 40 min no one came to help me. I asked a seller to help me. I TOLD him I was going to buy a new MacBook, also told him I was concerned about the color because I saw every space gray mac in that store with some scratches and I didnt know if they were easy to scratch. He just told me "If youre in a doubt, then buy the gray one", ok... but he turned away and left me there. He disappeared. I decided not to buy that day and came back later to buy. Worst experience ever. Totalmente desapontado com o atendimento desta loja. Entrei e fui ver os MacBooks, esperei cerca de 40 minutos e ninguém apareceu pra me atender. Fui a um vendedor e pedi atendimento. Eu disse a ele que iria comprar um macbook, mas que estava preocupado com a nova cor, pois vi que todos estavam arranhados na loja e não sabia o quão fácil ele arranharia. O vendedor simplesmente me disse que se eu estava na dúvida, deveria comprar a cor padrão, me deu as costas e sumiu. Fiquei lá sem saber o que fazer. Deixei a loja e voltei outro dia pra comprar. Pior experiência.