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December 2023 by Mark P.
Wanted battery replacement.Made appointment, called to make sure the part was in stock, showed up twenty minutes early. Answered their questions, resisted their several minutes up-sale to new phone attempts (yes, there were two of them), told them that I didn't want to have it sent out to get the battery replaced, and then they told me that I'd hang to leave it till tomorrow - which totally sounded to me like another attempt to upsell me. The manager smugly told me that they take them in but can't tell how long it takes to fix them, when I asked him "then why did I bother to make an appointment?" - silence...These people treat you like it's only by the grace of God almighty that they even notice that you exist. Their smug unjustified arrogance is enough to make me puke. Nice phone, really really awful awful people.
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November 2023 by Laura C.
Belated review from August 2023: "Oh Lord, here we go," I thought when my iPhone 8 finally died after a long, slow death (battery's been losing charge for the last SIX months). I kept putting off the inevitable: upgrading to a new phone. Other than the battery, my iPhone 8 is in pristine condition b/c it's been encased in an Otterbox. No cracked screen, no water damage, nada. Given that, I was hoping to get a healthy trade-in credit...But I digress: so the last visit I made to the Apple Store (eons ago!) was when it was at Biltmore Fashion Park. It was such a hassle. The Genius Bar was not staffed with "geniuses" and they were relentlessly trying to upsell me, when I walked in there, knowing exactly what I wanted/needed. The thought of having to go to a) a mall & b) the Apple Store did not make me jump for joy. However, from the get go, I had an extraordinary experience: Donovan greeted me as soon as I walked in the door and I got on the list to be taken care of. From there, I talked to Riley, a staff member. Originally I was going to buy a $70 battery so that I could trade this phone in to TMobile for more credit. But I changed my mind b/c they could help me there instead of going to a Tmobile store. Yay!I nixed buying a new battery & just went immediately to upgrading. Riley was super chill as we talked about the benefits of a 13 vs a 14 and she patiently answered all my questions. Then she explained how the process would go and that they could connect this to my TMobile bill (which I had no idea was possible). Unfortunately, I could only get a $75 credit but it was what it was...Then Tony (her manager) swooped in & together they helped me with the transaction. Finally Riley passed me on to - I can't remember her name! - but she was equally knowledgeable/fun & helped me make the nailbiting move: ensuring all my data from old phone transferred to new one + ensuring my old phone was wiped clean of its data.Thanks to all the team members there who assisted and contributed to a superlative time!
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November 2023 by Jesus Mendoza
I went to buy an Apple Pencil today and I asked the employee if I was getting the right generation pencil for my 9th generation 10.9 inch iPad. I was told to get the 2nd generation pencil corresponding to the chip within the iPad. Right now I’m home and I found out I need an adapter which I was never made aware of. Ordered through app for it to be shipped to my house but I feel as though this could’ve been avoided by the employee.
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November 2023 by Ignacio Grady
The Apple Store in Scottsdale may be bustling, but its organization and stellar service shine through. Despite the busy atmosphere, the staff's efficiency ensures a smooth and satisfying experience, making it a go-to destination for all things Apple.
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October 2023 by Christine Ashley
Me and my boyfriend came into this store 10/24. We went to the Scottsdale quarter location the day before and the only option they provided to us for his phone that was a few days after the warranty period was a $550+tax Genius Bar repair for new hardware… we decided to try again and this store employees and the manager working were extremely helpful in guiding us on who to speak to to get an exception made for us since we’ve had these issues for a month and the warranty had just expired. It was a long process but an exception was eventually made for the repair and we are now just waiting for the parts. We appreciate the willingness to help and provide options for us rather than just telling us we are screwed! The store itself is also extremely beautiful and inviting. Thank you so much for making your customers happy!
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October 2023 by Marco Leon
Went in today to do a simple phone pickup and received the worst costumer service from the short Indian lady who seemed like she had no idea what she was doing. She seemed as if she was there just to make commission and lacks people skills. Prior to setting up the new phone the lady made my wife and I go down to the lower level with our baby in the stroller. When we made our way to the lower level the Indian lady we were working with just dumped us and left to start other sales. My wife and I sat there with no help until the lady directed another gentleman from the area to help us. The gentleman was already working with a few customers. After sitting for what seemed like an hour and waiting to receive help setting up the new phone everything was finally done. We were waiting for help to purchase a screen protector and again we were left high and dry.Thankfully a young lady named Victoria helped us out as she helped us the night prior. Someone give her a raise. She was very helpful and stopped what she was doing and offered to help since it was something simple.Would've been a one star review had Victoria not been super helpful. The Indian lady was terrible.
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October 2023 by Matthew Batcheldor
The store it’s self was great, the greeters were nice and prompt. The actual sales staff was a different story. They didn’t want to help. We’re told at our time 3:30 just find a blue shirt person and they’d help us, but no one wanted to. One aske another customer if he needed help with self checkout as I was talking to her about our needs. Then told me that there was 3 people in front of us. When I asked her why she’d help him instead of people in the queue than. Her reply was well at a doctors office your appointment time is when you need to be there not when you see the doctor..
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October 2023 by Brandon Weiland
AMAZING MOBILE TECH SUPPORT!! I did not have to come in person and they were able to help me get my computer back up and running in less than an hour. I spent practically a minute waiting to be connected with someone, and she was very patient and knew exactly what I needed to do. I was so stressed out with my computer crashing over the new Sonoma update, but I am so grateful for the mobile tech team. I highly, highly recommend calling in advance for help.
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October 2023 by Shirley S.
I've been to this Apple Store location and have say say, the experience has been excellent each time.As you might expect, the store is neat, clean and bright. It has a light and airy feeling which I'm sure is exactly what the designers had in mind.You'll find all the usual Apple products you might expect from MacBooks to iPhones to Apple Watches and more. If you're in a pinch and need something fast, you can order online and have items delivered pretty quickly, but when I need an accessory (like a charger) ASAP, I always stop into the store. I haven't used it, it I believe they also offer curbside pickup.The lines can be long and there's always a bit of a wait, though it's well worth it. The staff has been super helpful each and every time. On my most recent visit, I purchased a couple of charging accessories. While Apple's products can be pricey, the total was nowhere near what someone would spend on, say ... a laptop. Nonetheless, the Representative was friendly and quick to direct me to the compatible products. After paying (with Apple Pay, of course), another Representative (I believe her name was Kat) went out of the way to help get the straps of my Apple Watch (which were stuck) removed. Kat was super helpful ... and wouldn't take a dime for their help. I'm so appreciative!While not a direct reflection on their products or services, I noticed Representatives where a badge without typical photos, but their Memoji, instead. Way cute!So, despite the hefty price tags and (sometimes) long wait times, The Apple Store has impressed me time and time again.
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September 2023 by Nancy S.
I have both positive and negative feelings about this experience. I came away thinking less of Apple.Getting something fixed at Apple is extremely efficient. I first went to the Apple store and realized that that was a mistake and that I needed to make an appointment. The first appointment available was four days away and that surprised me. I spoke with someone from Apple in a chat and was able to get an appointment in two days at a different location, so that was better and I appreciated it. I did not appreciate the fact that my computer was just out of warranty and that it needed to be fixed at all considering that I didn't do anything unusual to it. For example, I didn't drop it or anything like that and they confirmed that when they examined it so that made me wonder if Apple is now into planned obsolescence, and if they are, I'm very disappointed. I want to mention that this was a very expensive computer with every option you could have.Jay, the young man, who was assigned to me at the Apple store in Scottsdale fashion Square, was superior in his customer service. I think they must hire for personality at Apple, because he was excellent in how he interacted with me. He was able to help me and because my computer was not very far out of warranty, he arrange to fix it for free. As I write this, my computer has been fixed, and is on its way back to me which, of course, I love!I do have a suggestion for Apple. The Apple store is extremely noisy and it's open with high ceilings which exacerbates the noise. It is very hard to hear. In the process of serving me, Jay had someone from Apple, call me and I took the call, but it sounded like the person who called me was working under a waterfall! I kept hearing this whooshing noise, and I could not hear him at all. Jay told me he was probably working for home and I wonder why Apple allows someone to work from home with such poor sound. I had to move to a different part of the store and that wasn't much better so finally, Jay agreed to speak for me. I am older and I do not have good hearing, so I really appreciated that. Please , Apple, consider this!Would I go back? Yes, I would have to because all my devices are Apple, and I am totally committed to the company, and am even a shareholder! But after this experience, there is a little crack in my confidence about Apple.
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September 2023 by Janielle W.
All of the staff was extremely helpful and friendly. At our last stop to order the Apple series 9 Ultra 2 watch-- Sarah was so patient and professional. Very impressed!!
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September 2023 by Rd P.
So I was looking for a MacBook Air and went to the Apple Store. They were very quick to ask me what I was interested it. The team member explained the specs, warranty, options, and so on. Very helpful despite a woman who kept trying to take the MacBook from in front of me even though there were four available on the table. ?? I kept snatching the laptop back. Apple does try and push that maintenance program. But they beat Best Buy out by miles in customer service. I was totally ignored at Best Buy on Camelback. They missed that sale. I have a MacBook now thanks Apple. I hope that woman finally decided if she like the color of that MacBook that I was looking at???
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September 2023 by Dave D.
I was absolutely delighted with the help Ashley provided in swapping out my phone under AppleCare. I was really expecting to just walk in and exchange phones as I'm quite comfortable handling the tech part on my own.Ashley, though, was so engaging and focused on making sure I was a satisfied customer that I stayed and listened. She taught me a few things about the provisioning process that made it easier and made it a quite pleasant experience. She made it easier than if I had simply done it on my own.
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August 2023 by King Moto
Sold me 2 AirPods Pro’s for $538 for my wife and I and they’re the worst headphones I’ve ever bought. My particular phones have this weird sound that hurts your ears when you have them on noise canceling mode on, like your under water and if you talk with them on you get this high pitched feedback that recks your ears. Then just to make them charge you have to take them out, put them back in their case, pull them out, put them back in their case, repeat until the charging icon pops up on your phone and the red light switches on to indicate that they are charging. Most of the time only one headphone charges and it’s just so disappointing to know you paid a lot of money for poorly made headphones. My AirPod first generation are better than these, if it wasn’t for the fact one phone can’t hold a charge and dies while the other one is still at 75% with the exact same charge time. All these problems with just my set. My wife’s pros are bad too. If she answers the phone with them on, the person who calls her can not hear her speak back, sounds like your talking from another dimension or far away under the ocean. I bought them back twice to this location, where I bought them and to other locations and Apple will not honor the warranty which sadly expired 06/23. I’ve tried receiving help since 09/22. We don’t use them. I use my first gen pods, my wife snuck behind my back and bought a pair of 3rd gens from Amazon, I’m going to get some Beats by Dre, way cheaper, better made. I’m very disappointed. Way to go Apple. All around bad experience, kind of a sketchy company. Photos are of my Pros and first generation. Pros been charging on red light for a few days, one head phone refuses to say connected to the charging port for more than 30 seconds without disconnecting after closing the lid. Ridiculous.
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August 2023 by Patrick McKelvey
The people are so nice here. After the Biltmore Apple Store closed we go to this location for the Genius Bar and when we need a new device. They have always been so nice and friendly and take extra care with my husband who is visually impaired. The Genius Bar service person took the time to chat with us a little while she worked on my husbands issue which always helps the time go by. She took the time to explain about the warranty status and the options he had for resolution to his issue.