Category: | Computer Store |
Address: | 11800 W Broad St, Henrico, VA 23233, USA |
Phone: | +1 804-420-3000 |
Site: | apple.com |
Rating: | 2.9 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–6PM |
VI
Vicky Cravey
I was in the area and staying in a hotel when I noticed a light shining along the edge of my iPhone screen. I took it into the apple store, and they examined the phone. They told me they had to swap phones because the battery was bulging and could cause serious problems. I asked them if I could hold on to it so I could save everything to disk. They agreed and made an appointment the next morning at 9. Problem was, I had to buy a computer at Best Buy down the street so I could upload everything, but something happened to the computer and I had difficulty setting it up. I went in at 8:30 toting the non-apple computer and explaining that I was trying to fix my computer before the appointment, but I wanted to be there when they called my name. I explained that I hadnt saved anything on the computer yet. They offered to look at it for me, even though it was a non-apple. I thanked them and told them I would figure it out, and they offered to postpone the appointment so I could have time to save everything. I returned later that day and was very concerned about the cost because I had already spent a load of money on the motel, and the computer. They surprised me by telling me they would exchange it for free. They were kind to me through the entire ordeal, which was very helpful in an unfamiliar area. The only minor issue I had was my initial visit when the one with the clipboard described me as "female wearing pink coat". I was wearing a baseball cap and I had a big pink strip down the front of my otherwise-totally-dark-blue jacket. I sat in a seat that happened to have me positioned with my back turned to them. When it was my turn to be seen, they looked around for the pink jacket, but then assumed I had left and marked me off the list. I was preoccupied with Chuzzle, so I hadnt noticed them looking for me. I dont know why they didnt just call my name. Perhaps they want us to think they remember us, or maybe theres a Genius/Dissatisfied-User confidentiality issue they dont wish to breach. However, once they discovered their mistake, they immediately squeezed me in. I had fun playing with all their gadgets, so it wasnt a horrible experience by a long shot. If Im in the area, I would definitely revisit that store. Everyone was kind and I had a wonderful experience. I couldnt say that about other places I visited, such as the hotel. But Apple Store and Short Pump Mall are wonderful places. If your experience with these places werent as good as mine, give them another chance. Maybe it just happened to be a bad day, altogether.
KR
Kristen Luck
My brand new iPhone 7 went to a black screen last night and I had to take it in to the Apple Store. My technician quickly realized it was a manufacturer defect and under the warranty I was given a new phone. He was very helpful and I was glad to be given a working phone even though I lost some data, and obviously spent a whole morning away from work trying to get this handled. My complaint comes from when I asked if they would be willing to replace my screen protector since it was a manufacturer defect and not my fault that the phone had to be replaced. I was told by the manager that they do not cover screen protectors under warranty and they would not replace. That I could make one more stop back to Verizon and maybe they would replace. Being in sales myself, I understood the screen protector not being under warranty, but I was asking as an example of good customer service if they would replace so that I could leave with the same phone that I brought in, since it was not my fault that I was sold faulty equipment. I was told, sorry, but no. Im in shock that the Apple retail store does not place more value in good customer service. I called the Apple customer service line and while I was told that yes, they normally do not cover screen protectors, but that obviously in my case an exception would be made. I had only had my phone for one month and they went above and beyond to apologize for the huge inconvenience this all must have been. And are sending me a screen protector. The representative was shocked the Apple Store was not willing to help me. She also gave me her name and direct line in case I had any further issues.
J
J Marquis
Had awful experience. My daughter took her phone in for a battery issue and was told she couldnt use Apple care because she had been sold a refurbished phone by Best Buy. Made trip to Best Buy who proved they did not sell us a refurbished phone. Drove 35 minutes back to Apple Store to find out someone had mistyped a serial number when processing another Apple care claim and they happened to enter the serial number of my daughters phone so it was showing as already being serviced. This baffled the employees. They didnt know how to fix it in their system. They told us we would have to come back next week and they would have it corrected and would give us a new phone because they couldnt correct their system so that it would show that my daughters phone had never been serviced. We went back last night to get the new phone(our 3rd, 35 min trip to the store) and were told the phone needed to be sent out to their servicing center and they had to give my daughter a loner phone for the week that would take. I can not believe that such a high tech company can not figure out a simple data input error. I am done with Apple. When it is time to replace my phone and Apple Watch I am not going to buy another Apple product. I bet Steve Jobs is rolling in his grave.
DA
David Jenkins
Drove 30 miles to the Apple Short Pump store. (Wish I had never gone there.) Bought an IMAC, drove 30 miles home. Unpacked the IMAC and discovered the mouse was missing. Called the store, automated phone system could not understand my request, connected me to Apple support. Finally was connected to the store. They acknowledged the missing mouse and told me one would be available the next morning for me to pick up. Next day, 30 miles back to the store. Identified myself, told I had to wait for a "Specialist". About 10 minutes later, approached by the "Specialist". Had to again explain the problem. "Specialist said she would have to check and left me for another 5 minutes. Came back with a mouse, NO charging cord. Had to wait another 15 minute for a "Manager" to finish a phone call and approve cable. "Manager" gave a half-hearted apology and walked away. Turns out the "Specialist" that sold the unit did not know that when you change from the small keyboard to the large keyboard there is no mouse in the keyboard box. This place needs a management change and better training for the "Specialists"!! HOPEFULLY, I WILL NEVER HAVE TO RETURN. I drove 60 miles and lost 2 hours of my time due to incompetence and poor management.
MA
Marla Estrada
I just went into the store tonight to have my phone looked at, I think the man who helped me was named Mycal (he had an accent). Anyways, this was around 7:00pm and he was extremely helpful! It turned out my phone was completely fried but he was diligent in retesting it just to make sure. When I explained what had happened, he was great at listening and processing the information I gave to him about my device. Furthermore, he was extremely helpful at answering my questions which showed both competence and patience, two essential skills for any retail employee. My biggest concern was that I had lost all of my photos and contacts, I was never big on iCloud backing and wasnt sure through the numerous e-mails I had registered through the iCloud site if I had actually backed anything up. He was extremely encouraging to have me check all possible e-mails as the ones that I had entered popped up nothing. Eventually, he was able to help me find an e-mail I didnt even remember making and that was the e-mail that saved all of my information. I just want to thank this employee so much for helping me. He was also helpful and demonstrated why Apple customer service is the reason why I stay loyal to the brand.