Apple Store

I went to the Apple Store the other day to enquire about upgrading my iPhone 5s. I was impressed that the employees did not try to force anything at me. Instead they told me the differences between the 6 and the 6s. The main difference I saw were the moving pictures and the better camera in 6s so I was sold on the 6s. I’m sorry I had not backed up my phone or I would’ve made the upgrade right then. The young lady who helped us was very knowledgeable and not pushy. I always appreciate this. My one complaint is they did not have prices laid out on the table like they used to. You had to manually go to the price app on the phone you were looking at.

So tonight I went into Apple in hopes of getting a new phone since my old one was too outdated for me. Luckily, I didn’t have to wait long to get some help and the service was amazing. A young man named Austin was helping me out and he was very knowledgable about all the different phones there was to offer. He was able to guide me through each one and I ended up with the 6s which is a perfect fit for me. He did a great job in finding the right phone to fit my needs and I will definitely be coming back if I have any troubles.

Bought an iPhone 6s from Apple less than two months ago, so it’s still under warranty and purchased with AppleCare. It developed an issue with the screen, and I was appalled by the Genius Bar at the Natick Mall. For a problem I said was not human-​caused, I was told, «Even though it’s not great customer service, this is a business, and we have to charge people to make money.» So much for the warranty, $ 129 for Apple Care, being careful with your devices, and «the customer first.»

Not the biggest Apple Store but the selection is fine. I found the staff to be much more helpful and attentive than other Apple locations.

I tried scheduling a Genius Bar appointment online but their site was down (?!) OK, I needed to make an appointment by phone — which meant I went through a labyrinth of system-​generated questions, only to be asked the same questions again when I finally reach a human on the phone. Once I had the appointment, that did not resolve the tech issue, I decided The Genius Bar should be renamed The Arrogant or Dismissive Bar.

The Natick Apple Store tried to rip me off for $ 399; Cellairis made the minor repair in TWO minutes and never charged me a penny.
The earphone plug broke off in my iPad jack. I brought it to Apple and was told by three people, two were managers, that it could not be repaired in their store, and they would not promise me that it would be repaired if they shipped it out. It was IMPOSSIBLE to get a straight answer. Only answer that was definite: Buy a new iPad!!! That they had no problem telling me. (Three employees said the same thing.)
Each one gave a conflicting reason why the earphone plug could not simply be removed. («Too close to the battery. It could blow up and endanger my workers» was what one manager came up with on the fly, blowing smoke out his derrière.)
I walked out of the Natick Apple Store turned the corner and walked into the Cellairus store. In two minutes, the repair man pulled the broken off earphone plug out and refused to let me pay him. I was both happy with the excellent service Cellairus provided and furious that Apple tried to play me for a fool and sell me a new iPad (while they fixed mine just as easily and resold it as a refurbished unit online in order to profiteer twice.)
I returned in just minutes to the Apple Store and showed them the earphone plug and the repair. This time three workers I cornered just stood there dumbfounded. Then, the manager came up with still another excuse why it could not be repaired! Are they morons or thieves or both? You decide.
(Read through all these reviews. There is a clear pattern: Whenever the reviews deal with sales they are stellar praises for the sales end of Apple! I could not agree any more. Yes!
Now, when it comes to repair… Oh, is that ever a different story. Apple Natick will lie, tell you it can’t be fixed, to buy a new device or computer, it’s out of warranty (when it’s not), ignore you, jerk you around by having different managers tell you different blatant excuses why they can’t help you, and on and on. See the pattern? Caveat emptor! Buyer beware!)

Very friendly and very helpful folks as I looked over the Apple goodies. Nothing I really wanted to buy and there was zero pressure from the folks. It’s nice that everything is available for touchy feely, but you’ll want to Purell your hands afterwards!

Customer service here is disgusting. Once you have bought something they don’t care anymore. Refused to fix my phone even under warranty. Avoid.

So I came to this store early morning to fix my mouse pad. They told me the earliest reservation I can get is at 3pm. And then I left for swimming. At 2pm they text me and say «it ur turn!», and another message came right after“We haven’t heard from you, so we’ll be moving on to the next person in line. Please check in with us again to make a new reservation.”. WTF? Isnt my appointment at three? So confused. And then they cancelled my appointment… speachless…

This is the worst store i have ever been to. the people are not helpful and seems to be in a hurry and didn’t care for their customers at all. we went there just to replace the broken screen of my friend’s phone. after waiting for 2 hours, a grumpy guy came out and told us the phone didn’t pass the calibration and had to be replaced. i asked the guy to give us the old phone back so we can at least get a back up of the files. he said it was impossible because they deleted the files already and insisted that we get the new phone already. i got upset so i called for a manager, the manager was never helpful, he was arrogant and acted like its our fault that we didn’t back up the files first when the only problem was just the screen. after talking to this awful guy for 5 mins they agreed to give the old phone back to us. the phone was not even touched and it seems like they didn’t even do any work at all. if i could give this store a 0 star i would. never coming back there again

Great store! All of the employees I’ve encountered have been friendly, knowledgeable, and helpful. I’ve had my phone services several times. Just make sure you make an appointment ahead of time. And show up early, as they may take you early. Last time I was getting my phone looked at, I couldn’t believe the rude people that wanted to be seen one hour before their appt or just to be seen without an appt. — it’s not THAT difficult, people just make an appointment and that’s it. Anyways, I feel bad for the employees there as they must put up with a lot of bs. Anyways, store is always clean, they have a nice selection on accessories, phone cases, etc. they have a nice table with several iPads for kids to play with while their parents are shopping or having something done. No complaints from me !!

I came in for some repair advice since my Macbook Pro was scrambling video and then freezing unexpectedly. The technician ran a diagnostic test and said the operating system needed to be reset. So I went home to back up my hard drive. Three days later the problem had progressed, and my laptop would no longer turn on. At the genius bar, the technician said I should send it in for a repair that would cost $ 310, and said that it was probably an issue with the video card. I took a day to think about it and ended up coming back in to send it for repair.
In the meantime, I did a google search to see if there had been video issues with my model. I found this:
I realized my repair should probably be covered, and so when I went to go pick up my Macbook, I asked the technician about this issue, and also asked if my repair was going to cost anything.
I’m not sure if she checked, but it looked like she did and the screen said that I owed $ 310. I went on to explain about the video issue, and how it seemed like I should be covered. She called over Ken the manager who started to explain to me that Apple makes computers all over the world… and that according to the serial number on my computer I was not covered. It is amazing that Ken knew this, since he never actually checked anything. I left the store without my computer, called Applecare, and was told that my repair had indeed been covered.
I went to the store the next day, was given my repaired laptop, and was told by this different technician right away that my repair had been covered.
Ken, if a customer or an employee comes to you with an issue it is best to actually look up the serial number/​repair number. Since you’re a manager, you need to look into the issue. As soon as I opened my laptop, my AppleCare Service receipt told me that my repair was free. A very stressful situation for everyone involved, I think, could’ve been avoided. You work in customer service so it’s strange that this needs to be said — but don’t assume that the customer is wrong.

I went here to get my iPhone screen fixed, having smashed it. I have insurance on my phone, but fixing the screen at $ 109 is cheaper than the $ 150 deductible. I went right when the store opened — at 10, and there was a line/​15 minute wait, but NBD. They were done fixing it by 1145. They even put on a glass screen protector that I bought from another store. I’m pretty pleased with that portion. My one complaint is that I was looking at Apple watches, and I got no help/wasn’t acknowledged at all. I probably would have bought one too. Also — I’m female, and I only dealt with the females at the Genius Bar, so no comments on how the men interact. So, I would probably still buy any new products online, but still go here for servicing.

Manager Ken treated me like I was an idiot, and said I needed a new phone because it was bent just by eye balling it. I called what I thought was customer relations (but I was actually forwarded to tech support), and Edward London told me that Ken reported he took my phone to the back to run diagnostics. I told him to check the cameras. He basically said there was nothing he could do. I asked to speak to his boss. He said,“I’m it. I don’t have a boss.” I told him I didn’t realize I was talking to Tim Cook. I emailed customer relations, and two days later I walked out of the same store with a new iPhone 6. I made sure to say hello to Ken.

I wish I could remember the name of the gentlemen who helped me, but he was very helpful and I was in and out in 20 mins. I went in with a broken camera and lock button on my iPhone 6 plus still under warranty. Without question my phone was replaced, no charge. It was a very pleasant experience.

An honest review of my consumer experience at Apple Store Natick–
To make a long story short, I needed a new computer as soon as possible, as my pc physically broke on a Thursday and I needed a working computer for work on Monday. As a lifetime PC user, I thought this was the right time to switch to a MacBook Pro. (Not without some trepidation and anxiety)
To expedite the process which included the purchase and a data transfer, I called ahead to see if it was possible to get done quickly. When we got to the store Friday nite, a salesperson helped and took lots of time to see what my needs were. I was told he would personally handle the data transfer and get my needs taken care of in the timeframe I was hoping for.
At this point, he made me feel good about just dropping $ 1,500 on products in his store.
Once I left, the next few days brought frustration. The computer wasn’t ready until Monday and different people worked on the data transfer and had to call me for things like my computer password (I had spent time going over the details of my data transfer with my original sales associate, which seemed to have been a waste of time).
So now, I lost some work time because my computer wasn’t ready and I started to think the Microsoft store next door would have been a better and cheaper option. Was Apple Store resting on its laurels and not valuing their consumers?
Absolutely Not! Once I accepted that things weren’t going to work out like I had hoped, it turns out my frustration had made its way through the Apple Store and a manager reached out to me. They offered me discount on the service and continued to check up on my satisfaction.
Sometimes, things happen. It was great to see a response from management and make things right with their consumers. Melissa was responsible for reaching out to me and making sure all was well. I will absolutely recommend the folks at Apple Store Natick in the future

This location is beyond sketchy and needs to be investigated thoroughly. Couldn’t even write all their wrongs in a review short enough for someone to read but they break protocol all the time and Ken, the manager, belittles his customers and helps in no way. Every time I come to this location the customers are complaining to each other about the service they received or arguing with the employees. This is a completely unprofessional and questionable location for Apple and I highly recommend going to any other location over this one. No doubt they will be shut down very soon.
Added note: I haven’t been back since I wrote this review but I have been receiving prank FaceTime calls from the Natick Apple Store location to my personal iPhone. When I called the number back to see who I missed a call from, a girl picked up and said no one called me and they are a retail store and hung up. I called back to try to get more information because it seemed sketchy and she hung up again. The third time, a man answered and said he apologizes but it is the Apple Store in Natick and they don’t make FaceTime calls from that number. Not sure what to take from this because I simply redialed the number that showed up on my missed FaceTime calls… so either he was saying they’re products don’t work and it was a mistake, or lying to save their stores reputation. Either way, this location will get exposed eventually.

Apple Business Team at Natick Collection Store is outstanding!
We are a software development firm that has made a substantial investment in Apple Technology. We depend on iMacs, MacBooks, Mac minis, iPads and our iPhones daily for operation. Not all Apple Stores are the same from a «doing business perspective».
One of our new MacBook Pro laptops with a large SSD drive failed. After spending the better part of half a day trying to get resolution in another Apple Store 30 miles south, we came to the Business Team in Natick and asked for help.
AJ & Ben were awesome, and they dropped everything to develop an affordable repair plan for this MacBook. Two days later and at ¹⁄₃^rd the cost quoted by the other store, we had our MacBook back in hand, fully operable. They also helped us contact Apple corporate to get this system on the support contract which had been intended at purchase.
The Natick Apple Business Team kept in communication with us through all our issues until we were happy. We are continuing an Apple technology refresh to the latest MacBooks and iPads, and the Apple Natick Business Team will be getting Stonewall’s business moving forward.

I was once an apple fan. But they have lost me as a customer. Today I went into the apple store in the Natick mall in order to get my girlfriends phone fixed. It’s an iPhone 4 that is about a year and half old. The phone has spent most of its life in a LifeProof case and has absolutely no physical or water damage. Despite this diagnostics showed the phone was suffering from battery failure, screen failure and CPU failure. As a result the entire phone needs to be replaced at full price of $ 269.
Now I understand that because she didn’t buy Apple Care the phone is out of warranty and their policy dictates that is their only option. But this is simply unacceptable. Had it just been screen failure or just battery failure or just cpu failure and parts could be replaced to get the phone working again for less than full value I would have been totally ok with that. But for the entire phone to fail is a different matter.
Imagine six months after the warranty on your car expires that every major system on the vehicle fails. I guarantee that the manufacturer is going to go the extra mile to make sure you still trust the company and their product. Again if one part fails then I am perfectly happy to pay for repairs beyond the warranty. But to have the entire vehicle effectively self destruct is another matter.
I told the floor and store managers at the store I was displeased with this and wanted another solution. I was courteous calm and polite the whole time. I even told them that if they helped me out I would sit in the store and write a glowing Unilocal review for them. The employees in the store were very friendly but very steadfast about their policy. They suggested I call the support line and see if anybody was willing to authorize another solution. I did. I spent a few minutes on hold before I got through to a senior advisor, who, upon listening to my situation hung up on me without saying a word. I called back, giving them the benefit of the doubt and they hung up on me again. That was it. I walked over to the Microsoft store next door, sat down on a beautiful new Surface Pro 3 and started writing this.
I bought a windows phone just last year for this very reason 9 months ago, because I was fed up with apple’s customer service. I am going to suggest my girlfriend do the same thing. For the most valuable company in the world, a company which I and my girlfriend have each given thousands of dollars to over the years to consider my satisfaction as a customer to be worth less than $ 269 dollars is ridiculous. While their products may be excellent, their service is abysmal.

I spent 20 minutes in here being throughly ignored. 20 minutes in which I would have laid down many hundreds of bucks for upgraded Apple all-​the-​things (for I already have Apple all-​the-​things).
I didn’t want a genius bar appointment. I didn’t even want to ask a bunch of questions. I just wanted someone to say «yes, I’d love to take all this money from you that you probably shouldn’t be spending but please give us X minutes because we’re super busy taking all these other people’s monies…» Nope. Ignored. Completely. While teens who were just screwing off were being chased around for shrinkage prevention or whatever.
I walked out deciding not to upgrade at all and now I’m exploring my non-​Appley options.