Apple Annapolis

Reviews 3

CH

Christopher Spida

The short version (see below for long version): come here if you want to be treated like a a piece of garbage unless you "have an appointment". You will wait 3 hours to be told to wait 2 more hours only to come back the next day and be told to wait again while people who barge their way ahead of you are helped by the idiot check in person. Long version: Went to the Apple Store Annapolis yesterday around 4:25 to get a cracked iPhone 6+ screen fixed. Now, this screen cracked on its own, no dropping, etc, a lot of people probably say that but its true this time. So, we try to get any indication of sympathy from everyone we talk to: nothing. If you google "apple training manual" youll find some very interesting info on how they treat you (banned words, dont admit fault, etc. its like an insurance company). Anyway, I digress. We were told the earliest appointment they had was 6:50. Ok, so we get on the list and waste time at the mall until 6:50. Come back to apple and wait another 10 mins; tech comes and looks at the phone and says it can be fixed tonight! Great! Oh, it will take a minimum of 2 hours, do we want to wait? No, no we do not. Theyll hold the part and we can come early tomorrow. Talked to the manager who again Apple talked me, he was "sorry for the miscommunication" and "understood I was frustrated" but made no attempt to help. Fast forward to today. We get to the store at 10am (Opens at 11) stand and wait, wait and stand, finally the check in person opens the door to ask if anyone has an appointment: Cue the a-hole who just walked up to shout before anyone can talk that he has an appointment. A-hope must be on the same wavelength with the check in guy because hes ushered away VIP style as he has an appointment. Ok, we get the drill. Next time check in person comes out I say we had an appointment last night and that we just need to drop off the phone. Nope, doesnt care, curtly told to wait until the stores opens. This is a bad start. Wait 5 more minutes of people being brought in ahead of us because they have appointments. Anger building. There are approximately 7 of us standing outside the door because we were told to wait. Cue a-hole couple...They had walked up earlier well after most of us were waiting and then went to get some Starbucks, they walk straight through the group of us waiting the extra 1 minute for the store to open, like good little sheeple. Well, now Im at my breaking point, I open the door and walk in along with a few other people, the a-hold check in person turns and literally yells at us like children "Youre not allowed to be in here! Wait outside until 11!"; not to be a stickler but its 11:02 at this point. So I start to argue with the guy, but am convinced to walk back out the door. In the mean time a-hole check in guys helps the a-hole couple that barged in. Another couple walks in through the bunch of us who were scolded and just start looking around. Nothing is said to them. This is too much. They finally open the doors and luckily were helped quickly. Turn around in the phone is quick, so thats nice. Lets put it this way, if you are an a-hole you probably will feel right at home in the Apple Store Annapolis.

CR

Craig Stanfill

Today: Worst Retail Experience Ever. Short Story: Bought an iPhone online. Made an appointment to pick it up. Arrived at my appointment. 45 minutes waiting in vain to pick up iPhone. Cussed out manager, canceled order, stormed out of store. Long story: Bad Experience #1: Finding the damn store. It should not take 10 minutes to find the store. But they recently moved within the mall. But nobody has changed the mall directory. After searching around, I finally find a little sign saying that theyve moved a few doors to the left. So I walk down the corridor, expecting to see the store a few doors down on the left. No store. I look down the side corridor to the left. No store. I walk back the direction Id come. No store. I walk halfway to the other end of the mall. Finally I heard my wife yelling at me... Id walked past the store twice. Youd think that they would put a sign in front of or inside the store saying "Apple Store". But evidently youre supposed to "just know" that its an Apple Store, despite the fact that nothing visible from the mall corridor says "Apple Store". Bad Experience #2: The greeting, or lack thereof. I had an appointment for 10:30-11:00. Despite the 10 minutes finding the store, I managed to get there at 11:00. So, looking for a guy to check in with. Nobody obvious. Finally find the guy-to-check-in-with. Its the guy staring down at his iPad doing god-knows-what who refuses to make eye contact with customers until they shout "Hey there" at him. Finally he says, OK, Ive put you in the queue. Should be 15 minutes. Bad Experience #3: The next half hour Tick. Tick. Tick. Tick goes the clock. Half an hour goes by. I finally go back up to the front of the store, find the guy staring at his iPad, get him to acknowledge my existence, and ask him where I am in the queue. Answer: There are three people in front of you. Someone should be with you shortly. I ask him, in an obviously angry tone of voice, "What is the point in making an appointment if you have to sit around for half an hour to be seen?" Bad Experience #4: The next fifteen minutes. At this point Im pacing around the store, complaining in a loud voice about the horrible service, "What is the point in making an appointment if they make you sit around for 40 minutes"? Did any of the employees in the store notice that a customer was ready to blow a fuse? Nope. Outcome: I walk back up to the guy with the iPad, get his attention, ask him what is up? The best he can do is "someone will be with you shortly." At that point, in a rather loud voice, "I made an appointment. Ive been cooling my heels here for 45 God Damn minutes. Why the HELL do you tell people to make appointments when it CLEARLY doesnt mean a God Damn thing? How do I cancel my order? I am PISSED OFF with your lousy service and Im done with you guys. At that point, a manager finally notices my existence, absorbs some well-deserved verbal abuse, and cancels the order. Way to go Apple! If anyone needed convincing that youve become arrogant, self-absorbed, surrounded by armies of devoted fans who you can abuse without consequence... Awesome, now I see the light.

ST

Steve Senna

UPDATE: I returned to the store on Monday, December 14th, and spoke with another manager and explained the situation. I was treated very differently by this manager and eventual technician that worked with me. In short, they needed to replace my phone as it wouldnt back up to iCloud. I appreciated this managers response to a long time Apple customer. He has restored my faith in Apple and the Annapolis Store. I had a genius bar appointment last Friday (12/11/15). The purpose of my visit was (1) My iPhone 6 Plus isnt backing up as its suppose to overnight to iCloud. It wont update manually either, this has been going on since September. Before I went to my appointment, I backed up my phone on my MacBook Pro via iTunes. (2) My phones serial number is on the list to have the camera replaced. So the young "genius" discusses my problems with me, asks me every possible idiot question like Im a kindergartner looking for the bathroom at an elementary school. Does the same thing with the camera issue until I finally had enough of his condescending attitude and told him I wanted the camera replaced-period. And I asked to see a manager. The camera got replaced, and the genius said that the current backup needed to be deleted and then I needed to back it up all over again and it should "clear"... He said it would take several hours to do that.... so he recommended that I try it at home. So I go home and attempt to delete the backup, guess what? The backup wont delete either. This "genius" could have at least tried to delete it in the store knowing I had a backup at home, but no... the genius got it wrong and now I have to go back to the Apple Store again. Thanks Apple, appreciate your wonderful customer service after buying nearly every iPhone variant, iPad variant, Apple TV and a MacBook Pro!