Apple West 14th Street — Attraction in New York

There genius member Matheus Verardino I seen didn't want to help me and was very nasty and uncaring I made sure to get his card just I case I would have to come back there. If you come to this store don't see this guy at the Genius Bar I got him and it was a nightmare. Matheus Verardino is a foreigner at the Genius Bar and is a very in sensitive he has a little bite of an accent, a light gray bread and wear a hat when I seen him (don't see him) he is very mean and unknowledgeable and doesn't know how to talk to people or explain things right. Maybe in his country people are the same way and insensitive but i was upset another sweet genius came over and really helped. He didn't know where to find the IMEI number and I had to take off the back of my cover to show it to him. Then he typed in the serial number from the back of my temper glass and he should have know iPhone 6 doesn't come with a back like that and he was telling me I bought the iPhone from somewhere else and I was saying no and he asked to see the back of the phone and I took my mirror temper glass off and then he said oh. He was I knowledgeable. I told him I bought all my items from there store I been with apple for years now. He had me thinking apple took my other phone and replaced it with a phone from them because it had been replaced by apple before. Then he pulled up my apple information while giving me a heart attack I was thinking I would have to ask a supervisor investigate. Then He kept talking about using the my phone for three days and if I had a problem again come back. I had to keep telling him I don't have time to keep coming to the store and I been without my iPhone 6 for three days because it wouldn't power back on. He didn't care he didn't really want to help me and he acted like it was ok for me not to have a phone for another three day or another six days it would take me to get an appointment for my phone being off. I wined up getting someone else while being frustrated telling him that I would be without a phone without my phone for another week of this happens again and looked like he was kind of laughing at me while I was telling him this. He didn't care and he didn't want to restore my phone. He winded up telling me he didn't have to help me and I told him I do it's your job. Then a very sweet genius member came and was very nice and helped me and explain things nicely and whined up helping me and getting my phone started. The guy that whines up helping me was a very nice American black guy with glasses that was very nice and understanding. He got my phone started and after restoring it explained that the software crashing cases it and it would be fine and I told you a very heart felt thank you very much and I was on my way. The other guyThere genius member Matheus Verardino I seen didn't want to help me and was very nasty and uncaring I made sure to get his card just I case I would have to come back there. He didn't know where to find the IMEI number and I had to take off the back of my cover to show it to him. He kept talking about use the my phone for three days and if I had a problem again come back. I had to keep telling him I don't have time to keep coming to the store and I been without my iPhone 6 for three days because it wouldn't power back on. He didn't care he didn't really want to help me and he acted like it was ok for me not to have a phone for another three day or another six days it would take me to get an appointment for my phone being off. I wined up getting someone else while being frustrated telling him that I would be without a phone without my phone for another week of this happens again and looked like he was kind of laughing at me while I was telling him this. He didn't care and he didn't want to restore my phone. He winded up telling me he didn't have to help me and I told him I do it's your job. A very nice American black sweet genius member whined up helping me that came over and...

I decided to update my rating. The store in general doesn't deserve 5 stars as I originally posted. I bumped it down because of the 2 days it took to resolve the issue.

I would like to mention Tristan and Josiah for caring and doing their jobs. They helped my mother with what seemed an issue that was too hard for the other employees in this store.

My mom has an iPhone 5C and it was stuck on recovery mode that was not able to be turned on. She went yesterday and they let her know, after connecting it to a computer, that she needed to give them the Apple ID credentials to the phone in order to unlock it and give her a new replacement phone. She called me and told me she'd have to wait for her turn which was about an hour wait. I told her call me back when your turn comes up and I will give the associate your credentials over the phone since my mother is not tech savvy (I created her Apple ID with characters that she wouldn't know how to input for added security purposes).

So she calls me more than an hour later and tells me she went for a walk and came back 5 minutes into her queue; no one wanted to help her. She waited again this time within the store and waited well beyond the time associates gave her. She called me and told me that no one was attentive to her issues so I told her to find a manager or whoever else that would take the phone so that I could explain the situation. She expressed to me that she was tired from waiting since 3PM and had been in the store until past 9PM. RIDICULOUS!

Finally, after telling her to be more assertive and getting me someone who would take her phone to speak to me, we were serviced by Josiah who told me he could not unlock the phone with her credentials because there was a different Apple ID on the phone. Immediately I knew it was my brother who had done this. Yes, because of my brother my mother was in a store waiting for her phone to be serviced for hours. HOWEVER, that doesn't justify no one wanting to help because she was unable to communicate (doesn't know English) and because no associate wanted to take the phone for me to be able to explain the situation until Josiah helped and told me the issue. He told me to call Apple Care in case my brother couldn't recall the login information. He even told me the phone's information since I let him know that because the phone is in recovery mode I would not be able to give Apple Care any important information they needed.

So after a long night with my brother over the phone and trying to recall the passcode to unlock the phone, my mom went back the next day. This time earlier. She was given a 10:50am appointment time and we spoke on the phone until her time came up. It was 10 minutes passed and already she became anxious with worry that last night's debacle would happen again. She went up to an employee, Tristan, who helped with EVERYTHING and even made my mom feel that she could go back to him for help in the future.

My mother was so delighted by ONLY Tristan and Josiah's service. She mentioned that everyone else would pass her without acknowledging her or her concern.

She especially mentioned a skinny tattooed Asian employee (she didn't get his name so this is the only description she has of him) who wouldn't allow her to give me a call in order for him to better help her. AND when she did get me on the phone, he did not want to take it. Shouldn't be working on a customer service setting if you can't service your customers... Do you think...?

It's sad that this is the store I used to love to go to when I lived in NY. I got my first MacBooK Pro from 2010 and my first iPhone, the 4, in this store. I think I even got my first iPad from here too... Would I return here for another purchase? Hmm, only time and desperation would tell.

Thanks again to Tristan and Josiah. You're...

One love and respect to the Apple West 14th Street team! Words cannot express how elated I am. I was having many issues with my recent purchase of an iPhone 16 plus for approximately a month and half. It wasn’t keeping charge long enough, overheating, glitch etc. I was being passed around by online customer support , senior advisors, as well as, the store of purchase at the Queens Center Mall in Elmhurst, after being sent a refurbished phone and being told it was neither new nor old. I returned the phone since I didn’t think it just to replace a new phone with an old. Everyone, I spoke to seemed unempathic about the situation and continued to ignore my concerns. I decided to reach out to the headquarters in Cali but was met with a dead-end. I did some research and found an headquarters in NYC but upon my arrival I was told that the location doesn’t handle complaints nor escalations. I was referred to the Apple West 14th Street location. I was very skeptic about going there out of fear of the representatives being insolent or abrupt. However, I was pleasantly greeted by an individual who took me to the Genius Bar, where I met with others. They were very attentive, knowledgeable and pleasant which was very refreshing to say the least. Honestly, I couldn’t ask for a better team to work with. It would be very nice if others could emulate the qualities of this particular store because they’re immaculate! I started to feel like I was a part of the Apple family and not an outcast despite being at my wits end. I was at a point where I not longer wanted to be associated with the company but because of the exceptional customer support and humanity that these individuals displayed, my faith in Apple has been restored. They were able to change my perspective about the company and employees alike by just displaying simple humanity.Thanks so much to Byron, Joey, Michael, Alberto and Andrea who taught me so much took me under her wings and showed and taught me how to use the wonderful features on my phone in the most practical and exciting manner! Again, thanks Apple West 14th Street team, you’re truly the epitome of excellent customer...