Apple Valley Plaza — Local services in Bakersfield

As a consumer who has practically every Apple product (iMac, multiple iPhones/IPods/IPads, Beats headphones, Apple Watch, Apple TV, Apple Music Streaming, etc), I had high hopes for this store when it opened in Bakersfield five years ago. Even though I use multiple outlets to purchase Apple products (corporate through my work, AT&T Store, Best Buy, Apple online, Amazon, etc), I always wanted to show my gratitude to Apple for opening a store in Bakersfield that I made certain to buy both high end (computers) and low end (ear pods) whenever possible. My experiences have been mixed. If I visit the store during the weekday and during non-holiday hours, I generally have a good experience. The salespeople during those visits have been generally knowledgeable (although I am always amazed that I as a customer often have to tell the sale people about certain features). Yet, my current review is based on holiday shopping and now during this busy time when people are coming into the store to see the new iPhone 8s and Xs. Bottom line—terrible customer experience. I went into the store today to buy something I knew everything about (Apple Smart Keyboard). I bought a smart keyboard for my iPad Pro two years ago and now my existing one is shot. The only thing I wanted to do before I purchased was to demo a Smart Keyboard to make sure my iPad wasn’t the culprit. It wasn’t. I needed a new keyboard. Unfortunately, I could not just pick up a keyboard and pay the cashier. I had to wait for an available salesperson. I was #6 in line, but I was assured a salesperson would see me soon. After ten minutes, and people waiting for me at Lucilles Restaurant, I decided to purchase the keyboard online and to pick up the keyboard later. After my online order processed, I arrived today to pick up the keyboard and was told to wait for the next available salesperson. Even though I had paid for the keyboard and had proof of purchase and ID, there was no process for getting my keyboard and sending me quickly on my way. It took the manager to intervene. He offered the usual courtesies but was openly dismayed that I could be upset with Apple. I eventually got my keyboard and in less time by protesting the process.

The problem with this store (and perhaps the Apple retail system in general) is there are many people who come to the Apple Store who have no idea what they want or need so Apple salespeople have to spend an enormous amount of time with them. However, there is no express line. You cannot even walk up to the wall and grab some ear buds and go to an express checkout. Try buying a product you know you want and already use (e.g. an ipad for spouse or kids) during holiday rush. You’ll be in the store at least 30 minutes if not longer. I suggested last year that Apple have an express section where things like iPads and iphone that are not being programmed that day and accessories can be purchased in an express line. I doubt Apple will follow this suggestion or do anything that will improve the customer exprience for customers like me.

So for me, I will buy my Apple products elsewhere. Goodbye Apple Store...

Apple iPhone 15 Pro with otter box case and otter box screen protector. Apple coverage too. Go to Fix n Cover instead. Service there is fast, friendly, good at their job and a breath of fresh air for a dwindling service industry. Apple changed things again for the worst. I walk in and no one offers help as before. If your newish otter box case is falling apart as you show the cs rep, you will be directed to see a tech that you have to ask for a second time. A person with a pad came up and asked me if I had been helped. I told him I was sent to see a tech. When I showed him what I needed, he couldn’t help me with my case nor my cracked screen. He stated that all those warranties had to be handled online. He also iterated that my apple coverage did not cover any of the two issues even though I purchased my case and screen from that very apple store. I didn’t even get to tell him that my phone gets really hot when charging in the car or outlet with apple charging devices and cords. I’m going back to my older iPhone SE. it works great and never over-heats simply charging. Do not buy any new apple iPhones. I want to sell my 15Pro and will have to at a discount after apple fixes the over heating issue. I won’t go back to this apple store as it’s in a ghetto mall. The Valley Plaza Apple Store has lost my business for good. Save your money and keep your older iPhones. I’m going to do my best to insure people know. Otter box cases and screen protectors are a scam. I tossed my case toward the otter box case wall and walked out. Apple Store is a rip off. Otter box is a rip off. Fix n Cover right outside of the apple store took great care of me and I walked out with a new case and new screen protector in less than ten minutes from start to finish. Apple store took over 15 minutes just to tell me to go online. I’ll spend my thousand dollars elsewhere when I ever need a new phone. Again, thank you Fix n Cover at Valley Plaza. In contrast, I paid less than $60 out the door at Fix n Cover. I paid well over $130 at apple store. The case and screen for my iPhone SE are both from Fix n Cover. Over a year and a half with no issues no cracks. That’s my work phone. My 15Pro with case and screen are less than 5 months old. Save your cash. Think long and hard, read reviews on service and warranties. Ask a lot of these kinds of questions if you ever find yourself wanting new apple products from Valley Plaza Apple Store. I found the service there a little too matter of fact with an air of entitlement. I’m not sorry to demand more for my thousand...

We arrived 15 minutes early for our appointment and were informed, "We can NOT take care of you for another 15 minutes! Check back after that"...even though there were plenty of Apple people sitting or roaming around apparently doing NOTHING. After 10 minutes we checked with somebody else and they ushered us to the "Genius Bar", where we sat and waited 10 minutes for our "Genius" to come and greet us. After an introduction, Mark was relieved by Greg and Greg started us all over again. After 20-25 minutes of testing and diagnosing our device he reports, "Nothing wrong and your device is beyond warranty." He did offer some suggestions but could NOT find anything wrong with our Apple TV Box. It does NOT work sometimes...NOT getting any signal to the TV. We have had intermittent problems with this device since we bought it. I suggest you NEVER buy an APPLE TV. These are junk. I suggest you buy a Roku Ultra for half the price and get much more in the package...