Category: | Computer Store |
Address: | 2500 W Moreland Rd, Willow Grove, PA 19090, USA |
Phone: | +1 215-346-8160 |
Site: | apple.com |
Rating: | 2.8 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–6PM |
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Jennifer Silow
If I could give zero stars, I would. I have never had a worse customer service experience in my entire life than I have at this Apple Store. I brought in my MacBook Pro that I purchased in 2013 for service 2 weeks ago when it started slowing down and shutting down unexpectedly. I bought the extend AppleCare plan when I purchased the device. Diagnostic tests were run and showed no problems with the software, so the device was restored completely, all of my files removed, programs uninstalled, etc. I experienced the same problems the following day at work (a tech start up that exclusively used Mac products). I went back to the store after spending 30 minutes on the phone with customer support. My computer was looked at and the "genius" Mike, decided to replace my hard drive. I waited for an hour and had my computer back. I was told by two "geniuses" to buy more Ram to increase the speed, but they no longer sell it. So I purchased it from Springboard Media in Philly. I spent $300+ dollars the following day and my computer was up and running... But only for 2 hours. The geniuses had not realized that what was causing these unexpected shut downs was my backup system, Carbonite (which I had been advised years before by another "genius" to use as a backup instead of an external hard drive due to the frequency of backups I need throughout a normal work day). Today, the same "genius," Mike, told me my computer needs to be sent out for 3-5 days because Carbonite is causing the problem. How was this not realized at my initial 2 visits? He did not listen to what I was saying, as my Carbonite was not installed until 2 days ago and the crashes were still occurring without any programs or additional software/ back ups installed for an ENTIRE week. He "paused" Carbonite and sent me home with my computer and told me, "when your car have problems , they dont just replace it and we dont just replace computers". He then proceeded to tell me he was just as stressed as I am because he has two exams to study for tonight. He told me to calm down and that I was causing a scene. I was causing a scene because he was not listening to me and simply giving me scripted responses he learned during his training. I left in tears with my computer issues unresolved. I do not recommend ever stepping foot in this store. While computer options are limited, Apple products are merely a trend, not a sustainable or viable option for anyone who uses their computer for business. The Willow Grove store reaffirms how problematic and frustrating this company has become. I am left with a broken product and disgusted in the way I was treated today. The word "genius" is a completely misused description of the employees at the actual Apple stores/ Genius Bars. Even you arent going to help solve a customers problems, no matter how frustrated that customer is, do it with a smile on your face and try to offer them more tailored solutions. Otherwise, find a job elsewhere because you make the Apple experience an absolute nightmare. Oh and even better: Mike is the Head Technician at this store.
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phillipsusn
Visited here to get the screen on my iPhone 5s looked at. It had a single crack in the top right of the glass. After waiting for about 15 minutes (even though I had made an appointment) I was finally helped. They took the phone and sent it to the back to be fixed. When I scheduled the appointment on the phone, I told the guy who was scheduling my appointment that I was interested in upgrading to the 6 or 6 Plus and to have that noted on the ticket so there would be less questions in the store. When I arrived, they didnt seem to know what I was talking about regarding upgrading. After speaking to someone in the sales section, I was told to visit the AT&T store upstairs since upgrading my phone would mess up my plan. I told him several times that I had a grandfathered in plan that cannot be changed without my consent by someone at AT&T. He insisted several times which gave me the vibe that he just wanted to move on to the next customer and push me off. I went to the AT&T store, waited 30 minutes to be helped, was told exactly what I already knew, returned to the Apple store and told the same gentleman I had told before what they said and got absolutely no help. He acted as if I had insulted by telling him that upgrading my phone would not mess with my rate. I picked up my repaired phone and walked towards the gentleman in sales to upgrade and he made it a point to move away from me and help another customer. I also heard another Apple associate bashing a customer, called him a "douchebag". Ive never seen this level of childish unprofessional behavior at a retail store, especially an Apple store which seems to pride itself on being the best of the best in shopping experiences. I will go out of my way to never have to return to this store.
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Andrew Corson
Going to this store is a big pain. Most times, I have to practically beg someone to help me out, there will be multiple employees standing on the edges of the store who wont make eye contact or assist me. I recently went in to get my macbook pro battery replaced, and although the genius was very nice, professional, and helpful, whoever did the work did a very poor job. I brought the laptop in with 2 screws missing, and when I got it back I had 3 missing. I asked the person checking me out if I could purchase a pack of replacement screws and she took it in the back again and said they replaced the screws but one of the holes was stripped. Upon closer examination when I got home, 2 of the screw holes were stripped (permanently damaged) with one screw screwed in crooked. How inept can the "geniuses" doing this work be that they cant screw screws in? I would have preferred to have bought the battery and done it myself, but they wont sell them unless theyre the kind that dont get screwed in. Ive replaced multiple components on this machine over the years (hard drives, RAM, swapped the superdrive for a second hard drive caddy, etc) and unscrewed and screwed these screws in many time without issue. I never stripped a single hole. This service is completely unjustifiable and I wont feel comfortable ever handing one of my products over to this store again. That being said, they did tighten my screen for no cost, and the genius I had an appointment with was quick and helpful. Whoever did the work on my machine should be fired, and I feel like they should have at least given me a discount when they realized they permanently damaged my machine, which I had kept in near immaculate condition.
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Kerri Yan
I came into the store on May 15th, 2014 from 8:29PM - 8:35PM. I did not have a pleasant experience at the Apple Store at Willow Grove Park at all. I came in for an appointment and was a few minutes late. I assumed that whoever was in charge of the Genius Bar would understand and sympathize traffic issues and being a few minutes late. But, that was not the case. Apparently, I missed my "whole" appointment and there was nothing she could do about it. Although there were only a small amount of people that the "Geniuses" were helping, and even a few were just sitting there, staring at some faraway space, and I could obviously be squeezed in some way or another, the check-in woman insisted that I MUST make another appointment. Even worse, the woman was giving me some attitude. She seemed extremely rude and impatient, and spoke to me as if I were some little child who didnt understand anything. I believe that she thought she was on some higher level than her customers. Overall, I did not enjoy my experience here. Some might say "oh, its just ONE woman that irritated you, so dont judge the entire store based on her". I believe that statement is entirely false. After all, the chain is only as strong as the weakest link. I would not recommend anyone to come to this store. Some of the employees that work here do not even look remotely "professional" or even "trustworthy". I would tell my friends or family to go to another Apple Store for help with their electronics, because hopefully over there, the employees will be kinder and more respectful to their customers.