Apple North Michigan Avenue

Reviews 3

JE

Jeffrey Zheng

The customer service at this Apple store can be vastly improved. I think my case (R156341010) centered on some miscommunication, but the end result is that I did not get the service I expected for what I paid. I went in 5/22 and waited 1.5-2 hours to be seen. My issue as I explained to the Genius bar person was that I had dust that accumulated on my camera lenses over time, but what triggered me to bring it in was that now my main camera had a smudge on every photo that was taken on it. Incidentally, the smudge started happening a week ago, which was about a month after my 1 year warranty expired. I cant help but wonder if iPhones are now being designed for obsolescence, because its just too coincidental. Anyways, he recorded my issue as "Customer has dust underneath camera." and that my phone was in great condition, because I do take immensely good care of it, protect it, and dont drop it. The work authorization was for "Camera, iPhone 5s", and while $59 was hefty, I wanted it fixed as I take 300+ photos a month with it, even though I think the cost should really depend on how long the phone has been out of warranty, and $59 for a problem that would have been free a month ago is a bit disingenuous. I then waited for 45 mins more. When I got my phone back, I noticed there was still dust under the front selfie camera and asked why that wasnt fixed. At that point they told me theyd have to replace the glass to fix that and it would be $129 or something more. I was not pleased that I was not informed of it, and they showed me that I signed for the work authorization. Thats certainly true, but I thought the "Camera, iPhone 5s" for $59 would fix the entire camera system, not just a rear facing one, and while that was the main issue we talked about, I certainly expected BOTH cameras to be fixed. I would have reconsidered paying that had I known, and it was not well communicated to me. The staff were professional, but once this issue arose, they were extremely unhelpful. The manager insisted there were only 3 options and said I signed the work authorization. Of course I did because I expected the whole system to get fixed, not just half, and there was zero indication from the staff that only the main camera would be fixed. 1. Waiting 45 more mins for them to put my old camera in 2. Paying $129+ more for the rear to be fixed 3. Pay $59 and leave I didnt have that sort of time for #1 or money for #2 (I could sell my existing unlocked and buy a new iPhone 5 for less than that difference of $188), so I begrudgingly paid $59 and now am giving this case to Apple Support to see what they can do. So far, though, nothing. When I first used their online customer care (Support Case 812360373), I even got immediately disconnected by their online rep. I guess theres no place to listen to customers anymore. My next case went better as the rep heard me out, but the end result was still this "Thank you for being patient with me while I researched this further for us. Anytime a refund is given by the store it is at the discretion of that store manager. Anything further would have to go through that store." That manager wont refund me anything, so Apple stores really have gone downhill in terms of service.

CA

Carl Gamauf

Was hung up on by whatever girl answered the phone on 12/16/16 at 6:19PM. Had a very basic question on wether or not they replaced MacBook charging ports in store or not. Could not get a real answer on if this is an instore repair or if it would be sent out. MacBook is down, need work done, and there is a blizzard coming in. I would have waited until morning if this was going to take days to get back or braved the storm if there was potential to fix tonight. All I got was "if its something they can do, they will, if not they send it out". I asked very basically can you tell me if this is a service that is ever handled in store. If there is a 1% chance I could get it handled I would have been there. She repeated the same answer which basically meant she wasnt sure what services they do or do not do at the bench. It added no value, she was not helpful, and didnt seek any advice on my concern. She actually said "you may not like the answer, but thats my answer" and hung up on me. Ive worked retail management at bestbuy and for the geek squad for over 8 years and would never come off rude to anyone in retail. I apologized for asking the question a few times. I said I think Im asking the wrong way, i wasnt being upset or rude and she hung up. I have done a lot of business with Apple, I still have a few friends who work at apple. I know apple is dedicated to customer service and they do an outstanding job for the most part. I also know its the holiday season and stores are crazy this time of year and there is a lot of seasonal help. But you dont hang up on potential customer, you dont NOT try and help or seek the right answers. Working in retail for so long, I didnt think Id ever leave a review like this. I sympathize with the stresses of people during this time of the year but when a customer is stressed and need a help, you dont hang up on them. I will drive miles out of the way to another apple location from now on.

CR

Crystal Carter

Ive been a lot of Apple stores (all over the Midwest!) and this one has by far the best service and staff of any Ive visited, but the purpose of the Apple store is not really to go there and buy anything. Rather its a showcase to see and try Apple products with a techno addict aka Apple Genius right there to assist you and explain why this thing is "SO WORTH IT!" You should always buy your technology products at a licensed retailer who will give you financing discounts if you need them (which you almost certainly will you are after the Mac Book or all in one computer) and other little perks like that since there is no financial benefit to getting it direct from Apple as far as I can tell, unless you want custom engraving which you can get online. This store is almost always crowded and God help you if you try to visit during the holidays. The one good thing about the store during the holidays is that when the hot items are sold out everywhere else (which is not at all a conspiracy to make you want them even more) the Apple stores still get deliveries almost everyday and if you call ahead they can tell you almost exactly how many they are going to get, so if you run like the wind you can totally snag an impossible to get gift. The store is also great at providing service for and questions answered about your current devices - sometimes they even replace them if they are under warranty. They also have classes so you wont feel so dumb and alone as you unlock the mysteries of your device. Because are they being serious with the tiny instructions guides that come with these things? No, they couldnt possibly be.