Apple Store

Last week I bought Apple iPod Touch with its plastic cover from this place, When I came to my house, I attempted to use that cover for iPod Touch but cover was small bit tight, I mean iPod wasn’t fitting in that cover so yesterday (after a week) I again went to that store room and told same storyline to same man from which I bought that iPod Touch.

I always have a positive customer experience every time I’m here! 1) my iPhone wasn’t connecting to wifi– they replaced my phone for free 2) my laptop wasn’t restarting. Unfortunately I dont have apple care on my laptop and it was out of warranty but the guy I talked to at the Genius Bar graciously took off $ 50 from my repair bill 3) accidentally put my headphones through the washer and they replaced them for free
I used to have a droid and if something happened to it then you’re shit out of luck. But the great thing about Apple products (and the main reason I’ll continue to buy them) is if something happens to it then you can pop by the Apple Store and get it resolved quickly

I would like to start out by saying that I consider myself a very loyal Apple customer. I currently own several devices, have owned several generations of iPhones as well as several computers in the past. So I am familiar with the great level of technical support provided by the Genius Bar that has come to define Apple above the competitions. However my experience on April 20^th has shaken this opinion to the core.
On April 20^th my wife and I visited the Apple store on Boylston Street here in Boston, MA. My wife had accidentally cracked the screen on her Rose Gold Apple Watch which was a Christmas present this past holiday season. Our appointment was at 6:00pm EST and right from the start our experience was off. We were greeted with a lukewarm «oh, Hi» and casually passed off to the Genius Bar.
Our wait was short and we were taken on time and introduced to Steve Meaney. From the moment we started talking to Steve he made us feel as if we were bothering him. We were not greeted in a friendly manner and while trying to get answers to my questions Steve simply kept typing on his iPad, not making eye contact while snapping smug, dismissive responses. I shrugged it off but it was when his sarcasm was redirect at my wife that I felt he had gone too far.
Being the first time either my wife or I dealt with a broken Apple watch we both expected the process to work as it has for our iPhones. In the past we both have had broken phones, replaced with a new one right at the Genius bar. Additionally having paid for the extended AppleCare warranty only meant that we had more questions. My wife soon asked Steve about why he could not just replace the watch with a new one, similar to what is done for phones to which he looked up from his iPad and told my wife to «go back and read the fine print» as it’s clearly stated there. This was a completely unacceptable answer! Of course we understand there is fine print in every contract we sign, but to be fair when you purchase the extended warranty of AppleCare you are expecting it to be the same across all product lines. A reasonable response would have been that the policy for Apple watches is different due to mechanics, repairs etc.
While I now understand why AppleCare for watches is different than for that of any of their other products, I didn’t feel like our questions warranted a snarky response and all together disdain for working with us on our issue.
After all was said and done, the watch was returned in the 3 – 5 business day window we were given, but our experience has left a negative feeling over dealing with the genius bar, specifically the one on Boylston Street, where we’ve gone multiple times and can assure you we will not be returning to in the future. We’d rather go out of our way to a further location to deal with better customer service, especially when we’re paying upwards of $ 1,000 on products.

Just a bad customer experience overall, staff here are ignorant. Just because you are working in an Apple Store doesn’t make you superior than anyone else. Apple is great product but please work on your customer experience /​customer team’s training, to teach them to be more human.

I recently brought my laptop in because it suddenly stopped working and I needed it fixed ASAP. As a college student, living life without a laptop is probably one of the biggest struggles, especially with assignments and such needing to be submitted. Patrick was very efficient and informative. Answered all of my questions and was very patient with great customer service. He told me a rough estimate of how long my laptop would take to be finished taken care of and it was done within that time period. I was very pleased because it only took about 2 days to get it back (sent in on Thursday evening and picked up my laptop Saturday morning).
Another time I came in, I was about 2 hours early for my genius bar appointment and I asked if I could be taken early. I told them my situation and they actually helped me right away. The best part is that all of the services were included under my warranty, thus no additional costs! Thank you Apple for having great customer service!
Highly recommend making a genius bar appointment online prior to bringing anything in for services. Usually try to make it 2 days in advanced if you have a tight schedule. I have had services as walk-​ins and usually have to wait around 2 hours, wait maybe even longer on the weekends. A text service is used so you don’t have to stay in the store waiting for your appointment, however once you check in you have to stay and wait.
Transportation: Green E line (prudential center stop) only about a 0.1 mile walk from the Boylston entrance side of the Pru.

Long wait lines for iPhone repair, for a phone that is 6 months old. Bad quality. No support by person who I spoke with. Also my second issue was unresolved. He told me to go online and research my options regarding return of an iMac. Not what I expect from a company that regards itself as high quality.

Left a review on Facebook but felt compelled to put it here as well. Shout out to the amazing employee Andrew he helped me get
My phone back after a horrific day. Not only did he re-​establish everything to being right in the (phone) world, he also laughed and joked with me for 20 minutes while it happened. Seriously– such a nice guy– we even shared an epic high-​five post successful reboot. He seriously turned my very crappy day around. Thank you so much again!

My trackpad was all wonky and possessed so I came in to have the Genius Bar repair it.
Jean was great! I’ve been an Apple customer for many years and have yet to receive the outstanding customer service that he provided. That is not to say that others in the past haven’t come close, but he truly set the bar high!
My laptop was ready when expected and the problem was solved which is a huge contrast to the last time I brought my laptop in for maintenance two years ago. I’m very happy with the customer service I received and am glad that everything worked out.
–
Note: Previously when I visited no repairs were necessary, I just wanted to exchange which my headset and in this case I was in and out.
One associate began to help me, clearly she was new so she got someone else to assist who also didn’t know what he was doing. As I was on my way out Danielle asked if I needed anything and offered to help; she was wonderful and the transaction was so easy!

I came in after calling tech support about my MacBook and they told me my computer was running on an «old» software so I needed to take it in the store.
I came in with an appointment and ended up waiting close to 30 minutes. The guy at the Genius Bar knew what he was doing because in about 5 minutes he diagnosed my computer having a «bad» battery that swelled and broke my trackpad. I actually came in because of a software problem and only one side of the trackpad being stuff but in two days the battery swelled so bad it cracked my track board…
I always knew I got the «unlucky» computer which means all the things that could go wrong went wrong. Apparently some batteries swell so bad that it effects the trackpad to stock functioning properly.
Going back, the Genius Bar guy told me that this can happen to some computers and that I just need to replace the battery and the trackpad would be covered… so he went to talk to the manager to get it approved and comes back saying the manager won’t. I deserved to know why the manager disapproved and asked to speak with him.
The manager gave me a metaphor about a car and it’s engine… I guess apple guys are trained to give this «speech» to pry on those who don’t have an IT background.
Now my trackpad cracked because the battery from Apple swelled and broke… Now I need to pay for a bad battery I received and a trackpad. My MacBook did get so warm that it felt like my thighs can burn and I was stung couple times when I touched the trackpad while I charged my phone. Now this battery, with the speed it swelled so fast, could have burned me or something in my house and could, I mean is a fire hazard.
Now excuse me manager, why are you rejecting your own genius bar’s opinion who actually has IT training and you don’t enough to risk my life and house to not replace my battery and trackpad but charge me instead?
He was trying so hard not to give in and even said to me how I’m a smart student so I’m smart enough to figure it out. He even gave me homework saying «Here is something you can research up on» He even said we have customers who made appointments and are waiting now and you spent way more then your 15 min Genius Bar appointment… This really ticked me off but I kept my cool and let it go but now that manager has taken advantage of my kind, tolerant and reasonable personality.

I have been to Apple store on Boylston st several times. I have mixed feeling about this place. Many times I have come across a rude guy who wouldn’t care what you need except to do what he was told. For example, I will ask for someone to talk to, he will respond do you have a reservation. I say no but I have quick question. He will respond. Oh we are so busy right now. If you are from town please come another day! That happened several times. Many times I am not planning for a visit but it happened that I am there and I really needed help!
Another scenario would be, I have a reservation this time but I still need to wait. I once waited 30 minutes to just change a cable for my phone charger. This store used to be good but it got busy to a point where the employees especially the managers or supervisors would push customers away by rudeness. Apple used to be excellent in customer service and that what made it a great company. The minute you loose this, there will be no Apple.

Haiku to Patrick at the Apple Store
You cleaned out my ports
No costs and only smiling
I barely knew you

Exceptionally unfriendly service by the man at the greeting area. Unsympathetic to my pretty dire situation (completely non-​functional computer during finals week) didn’t even apologize for not being able to help me until four days from the date I walked in. Pretty much brushed me out the door.
Total jerk. Not coming back. I had walked in wondering if I needed to buy a new computer, now I’m not even sure I’ll stay with Apple due to the exceptionally shitty service.

Lesson of today: don’t go into the apple store and pull out your phone if it’s not an iphone. They will make fun of you and act like dicks. They will also cancel your appointment 2 minutes after telling you to come back to the store for your appointment and make you wait another hour.

The worst service experience in Apple ever! short of staff to assistance. I mean, who doesn’t know apple products. If a customer come in and know what he or she wants. Just hand over the product!

3 story space with helpful people on each floor. Annoyed that the genius bar is on the third floor, but it makes sense. It’s a really large store and i’m happy to say that it’s not overpowered with a mac: customer ratio like can happen in a smaller store. Always been helpful to figure out my problem and offer a quick resolution.

I came from San Francisco to give a presentation in Boston. I got a huge help and an amazing support from this location! I’m so happy how my presentation turn out and I would love to come back to Boston again. Thank you everyone who showed up and Alex, the event coordinator!
You can view the Boston trip report here!

It’s cool. I joined the cult… went to the Apple Store to get my screen repaired, so I had my first time with an apple genius… I think it was special. He held my hand oh so gently as we went through the journey together…
Short story: great customer service, super helpful. Long waits, it’s Apple, it’s expensive, a bit frivolous, and culty… PS: T-​Mobile is sometimes a B to get the phone activated if they have to switch you to a new phone…
Long story: made an appointment they were ten mins late and this was during what the genius said was a «quiet time» fri around 1pm. screen repair for the 6 is $ 109 out of warranty. Not bad and it’s not some dudes basement.
The repair was supposed to take about an hour and fifteen minutes… I told the genius#1 I was going to wait and just do some work off their wifi, he says cool, they’ll call you when it’s ready. Finish time comes around… add 15 minutes no name called, check with genius #2, «oh it’s been ready let me find someone» enter genius #3… «Well we gave you a replacement phone, we fixed the screen on yours but our calibration machine is broken… it happens fairly often…» Me:“cool no complaints”
I buy the apple care extended warranty for 99 $ good for 3 years and 2 accidental damage repairs except toilet bowl dips for and additional $ 79, I’ll probably use those… Maths say that’s more expensive than out of warranty if I only use it twice for repairs and nothing else goes wrong, but hey as much as I drop this thing I’m sure I’ll knock the internal screws loose… So worth it.
It was only worth the wait because everyone I interacted with was super nice and helpful, but also weirdly apologetic in that culty way. I heard one other dude and his genius taking while I was waiting and dude basically got a free upgrade because they cracked his 4’s screen during some other hardware repair… I mean seriously who complains when you get a brand new phone?!? Sorry you’re an idiot if you don’t back your shizz up, I mean the whole reason I joined the cult because everything is SUPER easy to sync, share, and back-​up…
I might come back and give them more stars at a later date once I’m fully indoctrinated…

This apple store has a horrible service. If you are going to buy any device they will treat you with dignity. If you are going to the mystical genius bar to fix something be prepared to wait forever.
I needed to pick up my cracked screen phone the other day and I had to wait 45 minutes even though I dropped the phone, the day before !!! Can u believe this u have to wait 45 minutes for someone to get the phone out of the drawer.
I expected apple to have a bad service, but not to this extent.

Terrible service each time I came in here just to help my father purchase a phone.
Went with him multiple times even past year to look at products. Never once anyone greeted us.
They seemed very racist and rude! All a bunch of recent college grads that can’t find a job and works here. If you can’t give good customer service don’t bother working in this field.
I was in there with my father for almost 45 minutes to wait for him to decide what phone he wants to buy. No one!
He put in the iPhone 6 and 6 plus to see which one he decide to purchase. Nobody came to help us except the security person that walked next to us and started looking at us.
I waved down this associate and asked if he’s available. He was nice but very fake! Stop giving that FAKE smile. They all do that and it’s so irritating. Just be real! Gosh!
Bought a phone right in front of the security guy. The associate even said I have to make an appointment then realized that I was only buying a phone and he asked if anyone talk to me yet. Obviously no one! The girl that holds the iPad at the second floor stairs saw us and didn’t bother saying hi.
Even when I purchased a phone holding the receipt and not even a thanks. The associate that I bought the phone from didn’t even say thanks when I gave him business to boost his commission numbers.
Why are these people so rude and lack of customer service skills? Shake my head!
When I get the iPhone 7, I rather drive out of Boston to buy it from someone else! No wonder my relative quit this pace even though she’s a manager.

Happy girl in a happy tech support Apple world!!!
I worked with Molly, Micheal and Richard. The phone support didn’t explain clearly what I needed so what I ordered is all wrong for me. These fabulous trio were great, all super helpful and all of my devices are going to talk to each other!
This from a plug and play, hope it doesn’t break girl! I’m not tech savvy so grateful for the help and the understanding without the superiority complex happening.
I have to come back for something else so hoping I get the same team!!!
Happy Apple Day!!!

Endlich ist es mir mal gelungen eine halbwegs passende Beratung im Apple Store zu erhalten.
Nachdem die erste Dame nicht ganz sicher war, bot sie zumindest an, Rücksprache zu halten. Diese erfolgte auch unmittelbar und die darauf erhaltene Antwort war stimmig und korrekt.
Dieser AppleStore verfügt neben dem Erdgeschoss noch über zwei Obergeschosse. Er ist insgesamt hell wie fast allen AppleStores. Die Wendeltreppe aus Glas kennen wir schon aus NewYork im Cube oder auch Frankfurt.
Hier in der Boylston Street gibt es nur sehr begrenzte Parkmöglichkeiten. Die Parkhäuser sind exorbitant überteuert. Das nächste Parkhaus von hier kostet für die ersten 30 min 5 $.