Apple Natick Collection

Reviews 4

AL

Alex Masterson

Ive loved the way apples products run obviously because of how easy and incomparably secure they are. Unfortunately Ive had several problems with phones that were not caused by me (they were defects). The latest problem I had was with a phone that was just barely over a month old. I was just simply holding my phone and all of a sudden a single hairline cracked down my screen. To me this wasnt that big of a problem because it didnt spider or affect its function or led. Though being an active person my phone gets bounced around a lot so I figured Id go to apple sooner rather than later. I went to the Apple Store the very next morning and met with a very pleasant guy who was probably early- mid 20s (sorry pal I forgot your name) who was extremely kind and helpful. He explained that it was simply and imperfection in the glass and that it cracked due to temperature change. He assured me it wasnt my fault, informed me it was covered under warranty, and reserved a spot for me for the next 5 days so I wouldnt have to wait when I came back to have the screen replaced. Trip number one was awesome. Unfortunately we came back Monday morning and were there right when they opened the doors. I was greeted well by a very pretty ginger (sorry forgot your name too) and then met with a girl named either Melanie or melody. This is where my experience went from great to terrible. She mumbled, was not very converstional, and was quite frankly rude. Now I know that absolutely no one wants to deal with normal people who dont necessarily understand Apple (or any) technology at 10am on a Monday but she treated me like I was an idiot which, sorry Mel, Im not. I love apple products and have learned a lot about them. I asked her if there had been any problems with screen replacements not being secure/popping out of the iPhone 6s (I had previously had this problem with another phone). Her response? *very rude and degrading tone* "Um actually were apple so no. Youre going to get the exact same screen." Oh really?? Youre apple?? I didnt know that from driving an hour to specifically get here, then walking under the giant apple sign, with my $800 apple phone that is broken because of an apple mistake, and being greeted with "hi welcome to apple how can I help you". I OBVIOUSLY didnt know that I was standing in an Apple Store!! Because whats a multi-billion world dominating company anyway? Im clueless. I told her that I had previously had an apple phone that had the screen replaced at an Apple Store and they ultimately gave me a new phone because the screen kept popping out and she acted like I was being dumb. Even if my valid and very simple question was dumb, shes in customer service and most definitely shouldve had a better attitude. She took my phone, said come back in 30 minutes, and didnt say thank you or even youre welcome when I thanked her. She didnt say have a good day. She was extremely rude which in text is not very easy to convay but her body language, facial expressions, tone of voice, and seeming to not care was all very evident while in the store. Often companies will be surprised when a customer complains about a particular worker or whatever but I also work in customer service and know people have bad days- unfortunately, a bad day is no excuse for that kind of attitude. Everyone else was extremely pleasant however, and I have not had any problems with my phone since.

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AN

Angus Codye

Absolutely horrible experience at this store! And this is the second time that Ive had a very negative experience at this place--my last visit being a year ago with the same problems: - Being rushed and not listened to and interrupted. - Misdiagnosed because of poorly trained/presumptuous personnel. - Lied to/told diversionary excuses to cover their ineptness. The first time they lost an important file on me during a transfer from a phone to a computer and then made excuses about it blaming me when they were the ones doing the transfer. This time was even worse! Three people and each time I had to re-explain my problem because they didnt communicate with each other. Then the 2nd person I talked to--a manager--warned me that if I didnt take care of this problem in the way he prescribed I soon wouldnt be able to use my phone because it had a computer software glitch – a kind of a virus as I understood it. Then the next person who I got passed to after having to make an appointment at the "genius" bar told me I didnt have to do what the manager prescribed because he wasnt technically Informed enough to make that diagnosis. The person I was with kept making excuses for said manager who he continually told me wasnt available and refused to contact him--even after we saw him walk right by us on the way to the back office. Thats the infuriating thing--it was a manager who caused the problem to begin with. I know this may not be a very well thought out and lucid review but I am still aggravated at how I was handled. Eventually they fixed my problem but along the way to get there, I was completely mis-handled as a customer. I was rushed, interrupted, lied to and talked down to. This store desperately needs a customer service seminar.

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BR

Brian Kelley

A mixed bag in here. I can see where customers whove spent dearly on their apple products would be put off by the place. I cant imagine waiting for service on a broken piece on my $2500, 2-month old laptop. Id be livid and start hammering a manager. Thankfully, I didnt spend a nickel yet. I was looking to get questions answered on if I could install an evaluation copy of Mac OS-X in a virtual machine on my windows laptop and try it out, acclimate myself to it, in preparation for a possible near future purchase of a Mac book. On two occasions, 2 younger guys were decent to talk with about it. But another occasion in particular, I was referred to the store manager and asked her the same question. She looked me in the eye and said that my inquiry would be put in the hands of a local director of store operations. I mean she typed it right there in front of me on her IPAD. She said that I would get a follow-up email or phone call from this person. Never happened. Blown-off. I later came back to the store, told a genius the situation and about my as-yet-unanswered , perfectly legitimate nquiry. I asked if she was in, and if I could speak with her. He came back, after apparently speaking with her. She didnt want to bother. If youre not there ready to pull the card out and be sold, upgraded, or otherwise walked into something expensive on the spot, theyll blow you right off or put you way down the list.

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MI

Michael Toler

Wow! This location has some bad reviews! Ive been a regular customer there since I moved to the area in 2002, and while I agree with some of what the bad reviews have to say, theyre not justified. I like this location. Staff is knowledgable, courteous, and helpful, and theyre usually able to resolve my problems. When theyre not, its not their fault. Most of the complaints in these reviews pertain to Apple corporate policy or to the product line. I have my issues there, too. I am sure Ive been unduly harsh on the "Genius" who had to tell me the terms of AppleCare on my current Mac product were not the same as they were on a previous product, and this time Id have to pay something for a repair. But the guy telling me doesnt write the AppleCare agreements, and he didnt even decide to call himself a genius. The emotes and sales staff at this store are, with very rare exceptions, nice, patient, knowledgeable, and eager to help. Remember, you are rating a store, not Apple Inc! I like this Apple Store. Its big enough to have all the services, but still small enough to be friendly. Do note, it is VERY busy, much more so than 10 years ago, and more so every year. You should make an appointment if you need help with something. They do their best to make sure everyone gets helped in turn, and an appointment is the best way you can you can ensure you are.

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