While I'm not much of an Apple fan, this repair experience was very pleasant.
TL;DR - make a Genius Bar appointment online instead of showing up and waiting in line.
I understand that it is the holidays, so things are likely busier than usual. But the customer service on the phone was terrible. This may have more to do with Apple technical support, generally, as opposed to this specific store.
Here's a description of my attempt to CALL IN last year to ask about a pretty routine laptop issue:
Busy bustling apple store as most of them are! Didn’t take long to find someone to help me. I wanted to buy wireless headphones but am quite particular so they allowed me to try some on. I love that they have disposable earpieces so you can try the in the ear headphones in a hygienic manner. I definitely recommend diving this if you have sensitive ears like I do. Great service and I love love looooooove the easy check out process. Thanks apple!
One of the last busy apple stores and they have no care in the world about assisting customers. It’s like walking into an Amazon Fulfillment Center with a bunch of mobile cash registers. The person behind their phone calls too gave me misinformation about having products in stock, when they weren’t. Wasted time, cancelled an order for no reason, and im faced with a dilemma. Do I️ repurchase the phone? Buy the clearly superior Google Pixel? Or just skip an upgrade.
Also... They told me it would take 3-5 days to replace the battery in my laptop. That is insane!!! I already hate that their batteries are internal. The least they could do is make it relatively easy to replace them when the time comes.... This should not be brain surgery. I use my laptop every day. Each day that I don't have it is a huge inconvenience.
UPDATE: The customer service IN-STORE is pretty good! I picked up a phone here and then a couple days later exchanged it for another model. Even though it was over the holidays, both times were relatively quick and the people in the store were friendly.
Took in a phone on the day after Christmas for screen replacement. Fortunately, I had made a Genius Bar appointment a couple of days in advance. This place was packed. Checked in and in less than 15 minutes had my phone headed to the back for repair. Was quoted one hour. Arrived back in the store, one hour later. Still packed. Check in and in less than ten minutes had the repaired phone picked up and was on my way.
Well it’s Apple, how can you not give them 5 stars. It’s a well designed store but it is always packed. I definitely recommend setting up an appointment. Located at the north end of the mall by the Brio entrance.
I just wanted to know how long it takes to replace a battery - something that could and should be listed on their website. Instead I was repeatedly placed on hold and had to speak to three people, repeating the information about my computer to each one..., before I could get an answer. Talk about a waste of time for everyone involved!
Apple Christiana Mall is a US Electronics Store based in Newark, Delaware. Apple Christiana Mall is located at 125 Christiana Mall, Newark, DE 19702, USA.
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