Apple Grand Central

Category:	Computer Store
Address:	45 Grand Central Terminal, New York, NY 10017, USA
Phone:	+1 212-284-1800
Site:	apple.com
Rating:	3.7
Working:	12–6PM 7AM–9PM 7AM–9PM 7AM–9PM 7AM–9PM 10AM–7PM 12–6PM

Location

Photos 100

Reviews 4

Matt Donino

I made an appointment, not sure why. Its obvious that the staff overbooks and allows walk-ins at the same time. If I look on the schedule page and it says there is an appointment available for 1:30, I assume that means I have an appointment for 1:30. I showed up at 1:15 and found myself escorted to a 30 person line. When I asked if this was the line for people MAKING appointments or HAVING appointments, I was told it was the same line. Perfect. I waited 15 minutes in that line to confirm my appointment and then was escorted to a SECOND line of about 25 people. Waiting 15 minutes through that line, I was met by a second person confirming my appointment who told me to wait. I was then met by a third person who asked me what the problem was. After I explained it was liquid damage, I was escorted to a table. After 15 minutes more, a Genius came to talk to the man before me. He then asked what my issue was and said he would do both issues at the same time. Great, I thought. It turned out the first guy had an iphone 4 that he couldnt get to charge any more. The guy took his phone and my phone in the back. It turned out guy 1 had water damage, hadnt backed up since 2013 and it and had bricked. Fine. He also needed a new phone. EXCEPT, he wanted all his files. NEEDED all his files. And wouldnt take no for an answer. He took up at least 15 minutes arguing that they must give him his files. Awesome. At this point I asked the Genius if it might be possible to get assistance from someone else, since my issue was a clear and simple replacement - a 5 minute transaction - and this guy was a dram-filled experience. The Genius curtly replied that he was it, if he hadnt multi-tasked, I would still be waiting. To which I apologized, and waited some more. Its hard to believe, of the 60 or so employees I saw, that only one handles iPhone damage, but hey... Let me mention that my lunch was from 1:30 to 2:00, and by he time the argumentative guy got to his second bout of "You must get me my files" it was 2:25. At this point he decided he wanted to get a new phone, but keep his old one - for free. *sigh* When told "no" (and after trying again 3 more time) he said, alright, sell me a new phone, which, of course, the tech support guys cant. Tantrum #3 AT this point the Genius, said that he would sell him a new phone if I could just finish my transaction. He hesitated, then agreed. 2:30 and I got to leave with my replacement phone. I do not so much blame the employee, he did the best with a poor situation. But clearly the Apple store is overbooking times and allowing walk-ins at the same time. If you dont really do appointments, dont pretend that you do. If I hadnt shown up early, I would have been almost an hour and a half late. Not cool Apple.

Jordan Covington

Arrived on site and approached the cue to make an appointment at the Genius Bar. I was told it would be 30 minutes. My just over one year old iPhone 6+ is currently having problems where it freezes unexpectedly with touch screen issues (supposedly a hardware fault that is outside warranty by a few months) so I didnt want to leave the premises if I was unable to access my phone and the text message they send when your appointment is near. I waited over an hour, I then received a text that said sorry we have had to move your spot, you will receive a text message between X and X time. Reply 2 for 30 minutes or 3 for 60 minutes later. It DID NOT say do not reply to hold your current place in the cue. Believing that my two options for a new appointment were either 30 minutes or 60 minutes I opted for the closest appointment. When I did not receive a text between the time stated I approached the cue again and waited to see if there was a problem. It was then that I discovered I should not have responded at all and now my appointment had been pushed back another supposed hour. Having already waited over 2 hours when I was told it would be 30 minutes and not wanting to wait for an additional "hour" as I could only imagine what an "hour" would mean as 30 minutes had become over 2 hours. I left extremely frustrated. I have been an apple customer for years and Im almost always impressed. Apple you need to improve the algorithm that suggests wait times for the Genius Bar, you also need to improve your automated messaging service to improve clarity of response, you also had an unproportionate amount of sales representatives(floor staff) who stood around aimlessly talking amoungst themselves. I would suggest a higher number of Genius Bar staff to floor staff in order to keep the customers you already have. Extremely extremly disappointed. As I am writing this I have just received another messaged that my appointment has been further delayed. Apple, you can do better.

Ekaterina Ciperski

Absolutely horrid experience at the Apple Store Grand Central. Less than 3 months old iPhone 6, carefully taken care of, in the protective case, in my handbag for the most part (never at the back of jeans pocket or side pocket); accidentally dropped my phone flat on the group and the whole screen shattered. Went to the Apple Store, Grand Central to see Genius, hoping to pay $109 as advised by Apple technical support the night prior, only to find out that it is slightly bent. Since my phone is not covered by insurance, and since any non-warranty related damage (such as cracked screens, liquid damage and so on) void any hardware warranty (like a very well known iPhone bending issue), I was advised by the Manager that they would not be able to repair the screen and instead I have to pay a $299+tax out of pocket for an equivalent replacement! My argument is: two issues are totally unrelated, how can cracked screen void such a well known issue to the public, a manufacturing/design issue. Similarly, how can you refuse to own the publically-known issue and refuse to replace the screen for the market cost of $109, and instead, force a loyal customer to pay $350 (with tax) out of pocket for a $750 brand new handset? Patrick Benedict, the proclaimed Manager at that store, who "tried" to address the issue by constantly repeating himself that I have no other choice but to pay $299+tax, could not have been the least sympathetic and helpful person I have ever come across. After being a loyal Apple product customer for over 10 years, I am considering seeking legal advise in addition to switching to its competitors. How can Apple get away with such utter unfair terms and conditions?!?! Where is consumer protection? This is absolutely mind-boggling!

Sascha Torres

If I could give this location negative stars I would. Ive been using Apple products for years (original Macbook, Macbook Pro, two Ipads, three generations of Iphones) and after my last two experiences at this Apple location, Im seriously considering moving on to something else. Ive visited the Grand Central store twice in a matter of three months- The first to fix a cracked mini Ipad screen which was supposedly under extended warranty and now to fix my Iphone because the home screen button fell off one day. We were sold the wrong Ipad warranty so the one we had didnt cover the cracked screen (how is their error of selling the wrong warranty my problem?) and now I have an Iphone with a defective camera and missing home screen button that Ive been told is considered physical damage (mind you the actual phone is in great condition and less than a year old). With the Ipad I understand the physical damage not being covered but their error in selling me the wrong warranty shouldnt be my problem. They should have covered it to make up for their error. With the phone, the "genius" representative actually told me that I shouldve brought it in sooner so they couldve at least tried to fix it but since the piece was now missing they couldnt do anything about it (mind you this happened within a week, what did they expect me to do search the streets of NY to find my missing button?). Ive been to other Apple stores and the people actually acted like normal human beings not robots reciting manual data. Apple has always been a company that I stood by, but after this I really think its time to consider moving over to something else.