Apple Roseville — Attraction in Roseville

SHOUT OUT TO CHARLIE! Read on to find out why! I just purchased a new 15 inch MacBook Air. I did the transfer myself of my data from my old MacBook Pro to the "Air." It went off without a hitch until I tried to get on my home internet. It saw the my internet but couldn't get on the internet. So, being a loyal Apple guy I called tech support and worked with two wonderful people on the phone and they ran me through a boat load of options to get it to work. Nothing happened. An appointment with Genius Bar in Roseville was set up. The technician tried a bunch of stuff - she was very nice and helpful - but she couldn't get my Air to connect to the Apple internet. Oh, BTW, all my other apple devices connected with no trouble. The thought was something transferred over had corrupted which caused the computer to not connect. They took my new Air - wiped my hard drive and did a fresh reload. It was done in a day. I was happy for that. I got home (did I mention I live 1 hour away) opened the laptop - NO INTERNET. UGH!!! Called support - got another appointment. The mistake I made was to assume that they tested my Air and it connected to the internet. That's not wrong to assume that (here's where you would disagree with my rating of 5 Stars - but I'm a person that believes in grace and giving it to others cause many have extended it to me) but when I picked it up I had the thought cross my mind - "have the tech show me how the laptop connects to the internet" and I didn't. I just wanted to get home and assumed it did. When I went back to the store yesterday I waited for a technician to come and me share my story and they taking my Air again and digging into the problem and fixing it or give me a new one (which would have not solved this problem I found out). I was sitting at the table and this young (he was 40 - young to me 71) Charlie, came out to talk to this nice lady (older than me) who's Air had a battery issue. He was so kind and personable and gentle with this woman. He noticed that I was eavesdropping on their conversation and looked up with his smile and said, "you must be Ned. Thanks for your patience I'll help you next!" Yea, I'm getting this tech guy but I expected he would take my Air and have the other techs work on it. Charlie approached me - read the notes on my issue and said to me, "we're going to find the problem and get you on the internet and make sure your messages and emails are all working today before you leave the store so you don't have to come back for this." WOW! BIG PROMISE! I thought, "don't over promise and under-deliver." Within 10 minutes he found the problem (an app on my lap top used a VPN - obscured). Turned off the VPN within the program - VOILA - INTERNET WORKED! A+ to Charlie for finding the problem but A++ to Charlie for his people skills. If I ever have another issue with my Air or any Apple device I wish I can ask specifically for Charlie - that's probably harder than I can imagine. He said he was not originally scheduled to work that day but the store called and said they needed him to cover another person's shift. I am hoping that someone from the Apple store will read this post and tell Charlie how grateful I am for him. I thanked him personally but I left the store and felt my handshake and "thank you" was just not enough. THANK YOU CHARLIE - THANK YOU THANK YOU THANK YOU! And Apple? Train your other techs to this level and the two & three star ratings...

I purchased an Apple Watch for my wife’s birthday. I made an appointment to pick up the watch at 7:15 pm. My wife and I arrived at the Apple store 10 minutes before 715. My wife and I both had our temperatures taken. There were 10 employees inside and no customers. All the tables were empty. I told the salesman but I am here to pick up my wife’s watch for her birthday. There was two young ladies standing in line behind me and my wife they had no appointment and they were graciously let in by the store employee it was supposed to help us because they wanted to look at new products, I also observed that their temperatures were not taken. The employee then took my wife and I along with our two-year-old son in the back of the line as they escorted the two young ladies that were behind us with no appointment. Again there was nobody else besides me and the two young ladies waiting to go inside the store.finally they brought the watch out and I asked the salesmen if he could pleas take us into the store so we can try the band out to make sure it fits my wife’s wrist. He looked at me and told me he’s not allowed to bring anybody into the store, however the capacity is 20% and it was two other ladies in there and my wife myself and my son. And we were segregated by not being allowed to go into the store. I was absolutely infuriated. I had just spent a lot of money on this watch as a gift to my wife and I wanted to make sure that only the watch fit her wrist but I also wanted to check that it was compatible with the iPhone 12 and go over The settings and features since this is a new item that I have purchased. The way I was treated by the salesman and the store was absolutely disgusting. I will be returning the watch and buying something else for my wife’s birthday. For the salesman to allow two young ladies to go into the store with no appointment and no temperature check and yet my wife and I and our two-year-old son had made our appointment showed up early and had our temperature checked and all we wanted to do was just get familiarized with the product and we were completely humiliated by the staff is a palling. This is not only horrible customer service, these businesses think They are invincible, however one thing they are not understanding is customer service is very important especially in these times. And they are lucky to still have a job but the more people that they insult and act like this to their going to lose a lot of business And eventually people will stop going into the store and just purchase online through Amazon for...

Piss poor service to say the least. I ordered an iPad Air 2, for school and work purposes, through the website and chose to pickup at this location as I live nearby. It was about 30 minutes after I placed the order, I walked in and informed them that I had placed an order for pickup online. Understandably, I was advised to wait about 15 minutes or so as the order was not complete yet. I gave it about an hour and came back and again I was informed to wait another hour as my order had not been fulfilled yet. After waiting another hour, which was now closing time, I went in and was told, "your order will be pushed to be fulfilled tomorrow. We have to wait for your order to queue up so we can fill it, we can't just pull the order." I was pretty upset that they couldn't just pull the order for a customer who they knew was already here and waiting, and on top of that, nobody advised me that was the policy so I asked to speak with the manager, who I believe was Michael. After we played out the situation to Michael, he advised that perhaps it would be quicker to cancel my online order by calling customer service then we could try purchasing it in-store. The problem with it was that the charge was already put through and when I cancelled it, my bank wouldn't let me make the purchase as I had passed my limit on expenses and it was a Sunday so no go on calling the bank (credit union) to push this one through. That was pretty much it regarding options at that point. What upset me most was that the manager slipped out and started talking to a friend or fellow associate and left me with the customer service representative who had no clue what other options there may have been or to resolve my issue. The manager demonstrated the absolute worst form of service I have ever faced. The customer service representative offered a business card then realized he didn't have any. Did the manager offer this? No. Did the manager ask if there was anything else he could do? No. I wasn't asking for a discount, nor was I seeking one, but I would expect the manager to at least offer to follow up with me the next business day to see what may have gone wrong or if he could fill my order for me seeing as I continued to try and give him my business even after his staff failed to mention to me that there was no over-ride on the web-fulfillment process and caused me to wait...