Apple Southlake Town Square

Reviews 3

UN

Unsportsmanlike Conduct

Today, these employees saved my life. I would have lost my job without the angels, with no obligation to help, going out of their way to help another human. This store restored, no pun intended my faith in humanity.Thank you to Sarah Taylor, Toby, Patrick, Mason and Lauren and everyone that saved my life today. I want to share my story of how much these people affected me. I was so upset, feeling defeated in life and was questioning "why me?", ONCE again. I spoke to my amazing parents willing to pay the $300 to get this thing fixed since I am not exactly in a position to pay that kind of money. It may seem petty, but that computer is the only, SINGLE thing I actually own. It is the only thing I truly can say is mine. Especially as a writer, that computer is my life. I get that material things can be replaced, but this is different. I got off the phone with my parents to call the Apple store back, after I took a hot minute to breath during my emotional break down, to figure out what was wrong with my baby. My parents called me back moments later while I was on the phone for 45 minutes explaining my situation to seven people. Mind you, my dad told me before we hung up the first time, they were about to go to dinner so dont call unless it is an emergency. While on hold, my parents called again. They were calling to tell me they were praying for me so hard and to trust that God wont fail me. They told me they asked God to put His hands on me. When I hung up, while still on hold with the Apple people, I said a prayer myself. I get transferred to Sara at the Southlake Apple store who put me on hold to try and figure out what was going on. She gets back on the line and tells me they are giving me a brand new computer with an upgrade for NO COST. PLUS, transferring my hard drive and will have it ready in 20 minutes. I sobbed like a baby and thanked her over and over. They didnt have to do that. My parents and my prayers were out of complete surrender and God heard us. The kicker is, earlier my dad told me to just listen to God and to shut up. I told him that is where my disconnect was; that sometimes I cant hear anything. THIS TRUE act of the power of prayer is the first time I have felt like God spoke to me. Again, this may seem trivial to some, but to me, this was a pure Godwink. Dont ever underestimate the power of prayer. If you think God doesnt hear you, youre wrong. It just isnt time for you to hear Him yet. Thank you THANK YOU THANK YOU to these amazing people, my parents and to my Lord for a prayer truly answered within minutes.

CO

costi serban

This store is in the posh location in Southlake but dont be fooled by that, the people working there are snotty and unwilling to work with you to solve your problems. I took an iMac in for service with no appointment and just wanted to drop it off for service. Simple right? Not so! They do not allow you to drop off a machine, you have to wait up to two hours to see a genius (sic!) who will run the tests and get the paperwork for you to sign. Since the machine is under warranty, I really did not understand why I have to wait to long to see a test being done? After all I knew what the problem was (this is the 4th systems in a batch of 10 we bought last year) that failed its SSD drive. Long story short, the manager was unwilling to help and proposed we make an appointment for 4:30pm (it was 2pm when I walked in) and I would have to return at that time to wait again in line to see the test done, sign the paperwork etc. Really? All I wanted was to drop off the system and they could have tackled it at their leisure. But no, that would be too simple, they want you in the store for a couple of hours so you can play with the toys and buy some stuff and also to show to the new buyers how busy they are... Spare your time and irritation and go to SimplyMac instead, it took me 5 minutes to check it in and leave it for service! Shame Apple for becoming a horrible company who treats his customers with disrespect! UPDATE 10/07/2015 I am becoming used to your subpar service now but still, the experience from yesterday really is something unique. I came in with yet another of my iMacs which had a failed SSD with SMART errors unrepairable (the 8th of these units that failed in the last 4 months) just to fin out that one of your "geniuses" thinks that by re-installing the OS will fix the failed SSD. So thats what he did: he re-imaged the machine and closed the ticket then gave it back to me. I had to explain to him how SMART works on a drive and why it cannot be repaired by just a software refresh and I had to ask for a another tech to re-run the tests to prove the drive is still in failure mode. This whole thing took 1 hour, on top of the 30 minutes wait because I arrived a bit early and God forbid they would attempt to help you earlier than the appointment. Overall, I am surprised people do not start throwing rocks at this store since the quality of service and the attitude is so bad.

WH

Whittney D

My old iphone 4s was giving me too many problems and I was in need of a new iphone. I was skeptical about coming to this location because of all the horrible reviews. BUT, Im stubborn and I chose to go and find out for my self. Contrary to the reviews, the service was GREAT!! I walked in (without an appointment) and told them I wanted a new iphone. I specifically said I wanted an iphone 5s and was not interested in the 6. I was told to wait and Austin was assigned to me. Id also like to add that the store was ridiculously packed but I waited for less than 10 minutes for help AND there were tons of blue shirts running around helping people. Back to Austin- he was AWESOME! I asked a few questions about the phone I was getting and he answered every one of them. I also brought my MacBook Pro in to update my new iphone and everything while I was inside the store. Austin stayed with me the ENTIRE TIME. He even stood there through all the system updates and waited until everything synced to my new iphone. Austin even helped me set up the cool fingerprint feature and EVERYTHING. I even told him he could leave (about 3x) but he insisted on staying with me until the end. I seriously left the store extremely satisfied with zero questions about my new iphone. Thanks again for helping me Austin!!! Go Bulls!...and Gators! Oh yea, while I was being helped, I also noticed a female employee helping a group of deaf people. She had short black hair with purple highlights. I was very pleased to see her using ASL to help them. She was very patient and even resulted to pen and paper to make sure everything was communicated clearly. I also saw a guy with “Manager” under his name. I cant remember his name at all. Im not sure if there’s more than one manager, but he was the skinny white guy (just making sure the right person gets credit) with a bald head/really low hair. He was soooo enthusiastic, I seriously needed some of whatever he had to drink. I noticed him walking around and answering questions with such a positive attitude. This location is officially my home Apple store! I will definitely come back if I need help with anything. I know people rarely comment when the service is great, but they make an effort to leave negative reviews when their experience isnt so great and that sucks. Keep up the good work guys! That’s all, bye!