Category: | Computer Store |
Address: | 8401 Gateway Blvd W, El Paso, TX 79925, USA |
Phone: | +1 915-774-8020 |
Site: | apple.com |
Rating: | 2.4 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 12–6PM |
EL
Elizabeth Lang
Have had good experiences with Genius Bar in the past, but today online the website says "No available reservations" in the El Paso store. As in, never? But I could go to Albuquerque this afternoon, if I want to. What? So -- trying to call the local store. Is it possible to call the local store via the phone number listed? Yes, but they immediately transfer you to someone elsewhere. The person elsewhere, of course, had access to the same schedule Id found -- nothing available. I told her I would hold while she contacted the store directly. Not something she wanted to do but -- she did. After about 10 minutes, she connected me to someone who identified himself as "one of the senior managers" at the store. He told me that his internal calendar showed something available on the 20th (today is the 12th). I asked him if perhaps they are understaffed, since all the other stores that pop up in a 500-mile radius have appointments available today or tomorrow. He said "No, we just have a lot of customers who have already taken appointments so we dont have anything available right away." I asked him, "is this the usual situation as far as lead time to appointment?" "Yes." "Well," I said, "then youve just told me that you are UNDERSTAFFED." Okay, Apple. You have ONE store in a metropolitan area of 2.7 million people. That citi-plex is surrounded by hundreds of miles of desert. Your website suggests that I can drive 4 hours to Albuquerque if I want to, and you dont have software to discover that you are understaffed (i.e. cant meet demand) at this store? Our family has IN SERVICE 6 iphones, 6 ipads, 3 macs, and I suppose we are not the only family with multiple devices. What is stopping you from alleviating this situation? Further -- its hard to get waited on in that store, and you might sell more product if you had either another store somewhere in the area, or a larger store. For the technician deficit, however, couldnt you add one or two without having to expand physically? Apple can do better for its customers than this.
RE
Rebecca Reza
IF you ever are in need of apple services for your computer or to fix anything on any of your apple products, expect a VERY long and frustrating process at this location! This Apple store usually has no less than 15 employees on hand and very few people who work in the Genius Bar. They are quick to ask you what you need but rarely follow through. Minimum wait is 30 minutes for anything. 50% of the staff do not know what theyre doing. I asked to be shown the features of the new OS 10.8, and the lady was lost. I needed help with my MacBook and was told the earliest they could help me was in 2.5 hours. Could they notify me of any earlier cancellations? "No, we dont do that." Meanwhile, there were about 10 employees wandering around the store doing nothing. I see customers are valuable to this corporation! It amazes me that those people couldnt take over some of the minimal tasks so that those employees who know what theyre doing can be freed to help the dozens of customers at the genius bar. I am not sure if this is because its located in El Paso, a city known for its lack of respectable customer service. However, this was my 4th time needing services and each time it gets even worse. I love Apple products, but am serious considering switching over to Windows because of this FRUSTRATING and horrible experience with their customer service. Oh yea, and its nearly impossible to speak to a human over the phone. Need to set an appointment? You cant call direct, you have to spend 20 minutes or more online to set it up. GOOD LUCK!
NI
Nicole JONES
IF you ever are in need of apple services for your computer or to fix anything on any of your apple products, expect a VERY long and frustrating process at this location! This Apple store usually has no less than 15 employees on hand and very few people who work in the Genius Bar. They are quick to ask you what you need but rarely follow through. Minimum wait is 30 minutes for anything. 50% of the staff do not know what theyre doing. I asked to be shown the features of the new OS 10.8, and the lady was lost. I needed help with my MacBook and was told the earliest they could help me was in 2.5 hours. Could they notify me of any earlier cancellations? "No, we dont do that." Meanwhile, there were about 10 employees wandering around the store doing nothing. I see customers are valuable to this corporation! It amazes me that those people couldnt take over some of the minimal tasks so that those employees who know what theyre doing can be freed to help the dozens of customers at the genius bar. I love Apple products, but am serious considering switching over to Windows because of this FRUSTRATING and horrible experience with their customer service.
JA
James Anderson
Terrible customer service! Had an appointment, but was ignored for nearly 30 minutes as employees walked about avoiding eye contact. When someone finally offered to help, we were told our appointment was canceled because we didnt check in. Explained we were not able to catch anyones attention. The employee restored our appointment, but said we had to wait, there were others in front of us. Waited another 30 plus minutes, now more than an hour since our appointment time. Saw several people come in with technical issues and receive help right away. Talked to two different managers, and received incoherent explanations as to why walk-ins were taken before people with appointments waiting an hour plus. One we were helped, the technician was polite and efficient However, the store seems poorly run. There is no way to know where you are in line, even with an appointment. They seem to serve customers at random with no rhyme nor reason. Even the managers seemed not to understand their own system.
MA
Maper O
Mal servicio, la reparación de equipos no la hacen bien descomponiendo otras partes del producto, hay que regresar varias veces y aun así no solucionan nada. Servicio muy lento aunque se haga cita, hay que ir con la idea de que se tendrá que esperar mínimo tres horas para poder ser atendido. Es de las ultimas tiendas en llegar productos recién sacados al mercado.
CE
Ceci Gonzalez
Should have listened to the reviews! Worst customer service ever!!! Not only was I ignored but I had phoned the store earlier and asked if I needed to make an appointment to have my phone repaired. The employee said no we take walk ins daily. When I arrived I was told they were booked for the night!! So why tell the public you take walk ins and no appointment is necessary?! Then I was told their next available appointment was December 1st!!! Oh but you can come in any other night as a walk in and we can help you!! Agh!! No I will not return and waste my time with your incompetent staff so they can tell me theyre booked again!! Just not what you expect from Apple....
J
J Bo
All of this was for the same problem. The first two times I went, to have the battery looked at, the wait was decent and the staff were very helpful/professional. the third time I went, to actually turn in my MacBook Pro to have the battery replaced, the employee taking names before the store opened told me I would receive 4 texts, only got 2. then, after waiting about an hour I went back up to him and he asked me where I went, I was outside sitting in the chairs. While I was talking with him I received 4 more texts. then I waited over an hour at the genius bar for them to take my mac. Some days are good, some not so much.