Apple Store

I had an excellent experience on March 26, 2016. While it was extremely busy with people waiting for service, I only had to wait five minutes after my appointment time to see a tech. He was friendly, knowledgable and resolved my problem exactly as I had hoped for. He was also more than willing to discuss a few other questions I had that weren’t related to my service issue and even asked if I had anything else I wanted to ask before wrapping up the appointment. I’ve told everyone what a great experience it was for a situation that could have been stressful.

I have been in the store a number of times, and received fast accurate help with my new iPhone I had purchased there (unlocked), an iMac I ordered online returned and accepted immediately and refunded fully, went to an appointment a day early by mistake, and was seen with a short wait of 20 min. I was helped twice by the intake person who solved both of my problems on the spot. Overall, very pleased.

I had two appointments at the Genius Bar, i showed up 30 minutes early and the were able to see me early for both appointments. Dylan and Taylor were awesome!

I had two issues at the Apple Store. Neither were resolved, and later that day a phone repair shop was able to help me MUCH more than the Apple Store. I was disappointed in the effort level at the Apple Store.
My first issue was a dead phone — it just turned off. With 1600 photos and videos, including a video of us telling our son he is going to be a big brother. My cloud was not turned on properly, or at least it didn’t work. The staff member took the phone to the back to «test the battery.» He came back about a minute later with a data recovery service recommendation. I accepted that. When I went to a phone repair shop elsewhere in our city (Phone Genius) Sam the technician opened my phone, showed me what parts were what, tried a new battery, did a corrosion treatment, did a number of things and kept trying until all options were exhausted. That level of effort is what I expected at the Apple Store and did not receive.
My second issue was iPhoto failing to open. The staff member tried to repair permissions then repair the photos. He didn’t want to go any farther without me backing up. He recommended a hard drive for backups, which I bought for $ 75. Later that day, I was at the Verizon store to get a new phone and chatting about my issues and a staff member asked if I had upgraded to the most recent OS (El Capitan). I had not. She helped me to do that, and once I did it, iPhoto loaded perfectly. Why did the staff member not suggest that before selling me a $ 75 product? (Also, why didn’t I realize that is a good question, so I partly blame myself).
The staff member assigned to me was sympathetic and nice, I just don’t think he was very competent. I feel bad saying that, as he is a sweet kid.
Overall, I was sorely disappointed in my first Apple Store experience. I’m not usually a customer service complainer or a Unilocal poster, but I feel so strongly that you should not waste your time here, but rather go to a local phone repair shop.

Very helpful! Came in during the pre-​Christmas rush, and lots of employees in festive red ready to help. We knew where the cases were but I asked anyway — they seemed so eager to help! We headed over to the wall of iPhone cases and they sent someone over to explain then display to us. A pleasant visit, I’d come back!

I was having trouble with a password on my iPad. I took it to the Apple Store. I was met at the door by two techs. One of them, Allie, (not sure of the spelling) took me to a work station and patiently with good humor, worked it out. This is my second visit to this store and I am impressed.

The service I received here was so impactful and beyond fantastic I tried to solicit the gentleman who helped me to come try to work for my company. Aside from him, I was pleasantly greeted by and checked on by many other Apple team members through my stay.
I also really liked how I was able to do the troubleshooting myself with supervision in case my particular problem happened again, since I learn by doing.
I strongly encourage making an appointment before you stop in otherwise you may be frustrated. The availability in my case when I booked was three days out, and I when I was there for my appt they were very busy and had several other appts there.
Depending on your phone problem, booking an appt can be tricky. It can only be done online, and is a bit time consuming, since it automatically tries to troubleshoot your issue to save you a trip to the store. I wasn’t able to open any apps on my phone including the internet so I had to get on a rarely used computer to book. The only downside to an otherwise great experience.

Hit and miss… This seems to be the most consistently inconsistent Apple Store I’ve ever been in. Customer service is either stellar, or subpar. I’ve had good experiences when I make purchases or have had paid repairs done here, but when I’m asking for information they always seem to refer to the website. I was in yesterday evening asking a few simple questions, but the greeter wasn’t really interested, and I’m assuming this was because it was the end of her shift as I saw her exit the store at the end of my visit. I also noticed several employees excessively using their personal phones while customers (myself included) were waiting to be assisted. Once I received help, things took a turn for the better though.

Worst customer service. They are slow and not helpful at all. I got a text that I needed to come back to the store because I would be helped soon. It was another 30 – 40 minutes before I was helped. Not one person came to ask if they could help me as I stood in one spot. I would recommend making the trip to the woodland mall in GR. It’s an extra hour, but loads better service. Apple is losing touch with it’s customer service

Most employees aren’t knowledgable about the products outside of what you learn online. I did TONS of research on Macs while deciding between a 21 & 27. Went in there with a few «geeky» questions, left there probably worse off. They just showed me how to build a Mac online (which I can do from home or even on my phone), the costs, and pushed me to buy it. When I got the hint they didn’t know what they were doing, I’d ask a question, like, «what is RAM?» They just read what was on the screen. «If I get 16gb instead of 8gb, does it literally double it?» They answered «well obviously» which isn’t at all the case. So incredibly dissapointed. Just a bunch of hired worker bees.
Went to Best Buy, talked to their ridiculously awesome Apple employee for 45 minutes, left there with a better machine for less than money than what I was going to get originally at this location.
Ridiculous.

I have always owned Apple products, but I had never actually been into an apple store before with a complaint/​problem. Usually I take it out on AT&T and they can replace my phone for me but I recently had a mishap with the time on my 5c not displaying correctly and AT&T couldn’t do anything about it. So I decide to try out the brand new apple store in the Eastwood Towne center and had the best experience ever!
I didn’t have an appointment, just walked in and they were able to seat me at a table and get someone to help me right away and I had the absolute nicest employee help me i think his name was Mason. Every employee I came in contact with in that store was knowledgeable, and upbeat. They were able to just get me a new phone, no charge and transfer all my stuff all in under 20 minutes.
Absolutely fantastic service and people working at this location!

So far, I’ve been very impressed with the store. I’ve never called for an appointment but I’ve still gotten in — regardless of the wait. The staff have always been very beat and friendly. Most of my issues have been with the iOS updates. The technicians have been able to diagnose the problem each time and I’ve always left with my apple product in tact and working better than ever.

Yeaaaaa… I’m gonna have to ask you to move to this seat now because it would be more convenient.
Actually sat down in the back of the store then had to move one seat over… then another seat.
Didn’t have an appointment which I normally do when going into an Apple Store but I actually just learned this store was here. My mom needed a battery replacement because of the recall so I finally got her to come in with me.
I wish she would have just gone to the Ann Arbor, Grand Rapids, Detroit one with me to have a better experience. This place is not the greatest. Not the friendliest staff in the world. Normally at an Apple Store you’re greeted immediately upon walking through the doors. Not in this case. Four employees standing around on their iPads doing I don’t know what… had to finally ask someone for help. Now 50 min later and our phone is finally going in the back for battery replacement and have to wait another hour for it to be fixed. Oh also… the girl helping us actually said out loud she’s not an iPhone user. You’re working in a store on a product that you don’t use? Good marketing.
UPDATE–
Went back to pick up my mothers iPhone exactly an hour later. Once again had to seek someone out for assistance. He looked at his iPad and said «no it’s not ready. Have a seat and it should be another 10 – 15 minutes.» The rest of the conversation is as follows
Me-«the gal told us while we were sitting here that it would be an hour when she radioed to the back.»
Genius-«well I’m not a tech so I don’t know how long it takes to do that process.»
Me-«can you go and check?»
Genius-«sure»
2 minutes later he’s back with an iPhone in hand…
Genius-«it was ready… but they hadn’t marked it off in the system.»
Huh.

Condescending a-​holes. Walked in wanting a specific iPhone model, Manager «Josh» noted it wasn’t in stock, but they received a shipment today. Ok… would someone be willing to check the shipment to see fi that model was in there? «No», he says, and goes back to pecking away at his iPad. So when might this shipment be opened? «An hour. Maybe.» and then walks away, pecking at his iPad again. I come back two and a half hours later. Manager Josh sees me, waltzes right by me, and attends to the person that walked in after me. I’ve apparently turned invisible. A secondary person asked what I wanted, I started to tell them, but I wasn’t able to get out the GB size nor the carrier before the bearded hipster in ironic glasses rudely interrupted and tells me they’re not in stock.
We pay a premium for Apple products and service. Manager Josh and The Bearded Hipster have made it so that I’m not likely to ever go to that store again.

Horrible service. Even though the store was not busy at the time. We waited 30 minutes and ultimately push to get noticed, then sit at the Genius Bar for 45 more minutes to simply hear they don’t repair the older device. They could be a little more attentive on the front end with service, so we don’t waste so much time. I should have done more homework, but they could at least be helping other folks more effectively if I was «weeded out» earlier in the «genius» process. Go to an online forum first if you have a basic repair question.

Maybe it’s just because I’ve had such great service at all other Apple stores but this place leaves a lot to be desired when it comes to customer service. The appt’s run behind and it’s like once it’s your turn they can’t wait to get rid of you. I’ve been given false information and when I called them on it they got very defensive and started shifting their answers. All in all, if you have to just buy something I’m sure it’s fine, but if you want good service continue to make the drive to Grand Rapids or Detroit where you can get the usual Apple experience.

Came in for a prescheduled appointment, was seen approximately 40 minutes after my scheduled time.
My computer had to be sent in for repairs. It would have been ready when promised (albeit at the end of the promised 3 – 5 day period), but instead it sat at the store while nobody checked it in. FedEx tracking puts it at the store at around 10:30 am, not ready for a full 24 hours.
You pay a premium for Apple products and service. This location doesn’t deliver. I would recommend taking your computer to the Novi location, they seem to have competent staff.

I called ahead to make sure that they had a product in Stock and was told that they did have it. When I arrived I didn’t see it so I asked a genius if they had it. They referred me to their supposed backroom guy who I’m guessing apparated to hogwarts or something because I never saw him again. I managed to dart and tag another genius so I would at least know if they are still around.
That genius told me that they didn’t have it. She told me she was going to get me a manager so i waited for the manager. Apparently the manager is a creature of Nordic folklore because I never saw them either. I ended up calling the Grand Rapids store and ordering it there.
So if you’re looking for a place to sit with free WiFi, I’d go to this location. Anything beyond that I’d try another location.

I came in for two reasons on two different days: my ($ 900 full retail) iPhone 5S had a cracked screen (with no impact or drop so it was a mystery to me) and replacing it was going to cost $ 149 and a half of hour of work, and I was having strange problems that all my music was not copying to my phone when syncing with iTunes after signing up for and then canceling iTunes Match. After several trouble-​shooting attempts (restore, removing and reinstalling music, changing smart playlists, etc.), the problem would not right itself. The first day I came in without an appointment (!), we attempted to fix the issue of syncing and despite over an hour of work, our efforts were fruitless, and then I found out that only guy who performs the screen repairs had gone to lunch, and when he returned, there were three other phones waiting to be repaired, so my phone would take another two hours. I elected to make an appointment for the next day instead.
Upon returning the next day, we attempted the same and new fixes for the syncing problems, and when it became apparent the problem did not appear to be fixed, the genius bar guy opted instead to exchange my phone completely for a new/​refurbished 5S for my time and troubles. This $ 149 savings made the irritation, frustration and inconvenience all worth while, and an example of when Apple in the end gets it right!