Apple Bethesda Row — Local services in Bethesda

I've had two poor experiences within the past week and several others in the past three years. My 10 month old Apple Macbook Air crashed for the second time and needed to be diagnosed and repaired for a part that Apple knows is failing at an unacceptable rate.I made an appointment at the "genius" bar and after the usual organized chaos that is typical of the place, was told my computer repair would take 10 days. Typically, when you arrive at this store, there are "greeter-navigators" who help you, but there is no line, so if they are busy, you can stand for hours unless you push your way ahead and collar them. What irks mea bout this experience was that despite the obvious inconvenience of not having my computer for 10 days there was no apology or regret expressed by any staff with whom I met. By fixing my computer (which has both the annual warranty and "AppleCare" they were apparently doing ME a favor. My next experience was a week later when ordering a computer online for my son, which I elected to pick up at the store. (I'm not sure why I thought this was a good idea, other than presumed speed and convenience). So, after ordering through Apple online I got an automated message that my item could be picked up in "about an hour" Accordingly, I went to the store after 90 minutes to find out that since they had not gotten the order from Apple online, I had the choice of canceling the previous order and taking the one they had in front of me (a more convenient option, I thought), so I proceeded with this choice). What ensued was not directly Apple's fault. Since Apple takes several days to refund charges from cancellations, my credit card rejected the second purchase feeling that it was a duplicate or fraud (since Apple online is based in California and I was in Maryland and the charges were 2 hours apart). The ensuing maelstrom of bother took 45 minutes, so I finally walked out of the store 3 hours after ordering online for convenient and fast "in store" pickup. Had Apple online gotten the order to the Bethesda store in a timely way, this could have been avoided. Of course, I had the order number and printed receipt, but the system has to proceed according to the Apple ordering protocol, so nothing happens until the order is "officially" received from Cupertino.

My sincere feeling is that Apple makes good products. I've used them and paid their exorbitant prices for nearly 30 years. But success breeds arrogance, which ultimately erodes the consumer experience. When a company gives the impression that the customer is expendable, they lose my allegiance. Sooner or later, those experiences will pile up and some competitor will take over or grab huge market share from the arrogant. By all accounts, Steve Jobs treated his associates badly. Too bad this has spilled over into the Apple...

In terms of Apple stores, in reality their isn't much of a difference between them. They all are laid out in the same way (with some exceptions), they all carry the same products (some might have some more or different accessories then others), and they are all generally crowded (at least i haven't been to one that wasn't). So in the end it really comes down to the people in the stores and this one is actually pretty good.

Bethesda Row generally would not be at the top of my list for stores to go to. Not because it has a bad reputation but because there are three other locations that are closer to me. However when my screen started to get a horrible flicker, it was the only one that i didn't have to wait 24hrs + to get a genus bar appointment at (fyi i it was 3pm on a Friday when i started looking for appointments). As i usually have experienced, your normally greeted the first thing when you come into the door. You tell that person why your here and they direct you to the area of the store or the person that will handle that for you. Generally at the Genius Bar, i usually go and check in then have to about 20-25 mins before being seen by the tech. This time i didn't even have a chance to get comfortable in my stool before the tech came over and we were doing business.

The Tech, Michael, could not have been more friendlier. While we both sort of knew what the problem, he ran some diagnostics just to make sure that their was another issue that was a cause or just in general. Basically the screen needed to be replaced. He double checked in the back to make sure that the part was in stock, which it was. While he said that the official estimated repair time would be three days, he figured that it it wasn't back in my hands by the next day, the problem would be something more. Anyway, he went completely over my paperwork, explaining what was done, what was to be dome, the liabilities on the part of Apple as well as any warranty issues on my side. And after putting my John Hancock on some things, was out. Maybe 30 mins at the most.

It was my surprise that later that evening, unfortunately after they closed, i received an email stating that my repair was finished. I also received a phone call to the same effect the next morning as well. Headed back down to Bethesda, same thing with the check in. And about 10 mins later, prbly less, i was walking out with my repaired laptop.

I have had some hit and miss with Apple before at other locations, some of the employees are really fantastic, others are pretty much well unconcerned, i suppose that's the word i am looking for. But after this experience at Bethesda, yeah i would consider making my drive out-of-the-way to go back here for any...

Do yourself a favor and stay away from this location as it gives Apple stores a bad name. The location is difficult to get to because of everpresent traffic. The employees are incompetent and loathe to help their customers. And it's crowded, with irritating rich people from Bethesda and Chevy Chase, whose entitled and rude kids must compose the majority of the labor pool.

I arrived at 6:15p and made an appointment for someone to fix my iPhone 5. (It got locked in an error loop when trying to reset it via iTunes and all home remedies failed to bring it out of its coma.) I swear the young clerkbot checked its Facetime feed at least three times while trying to set my appointment. It told me it would be until 8p before someone could help me. Fair enough - I had some shopping to do and figured I could waste the rest of the time. About 45 minutes into my wait I received a text showing the my appointment time was now 8:50p. I was close to the store so I returned to inquire as to why the delay. The first clerkbot was nowhere to be found, but an almost identical replacement unit stated the store had to go by the text and not what I was told earlier. OK, I told it I probably won't be able to wait the additional 50 minutes, but had a little bit more shopping to do so I didn't cancel.

I found a couple of items in the store and proceeded to look for someone to give my money to. No dice. Lots of clerkbots standing around, but none qualified to operate its little iPhone cash register, so I returned to Unit 2 who pointed out an advanced model on the other side of the store which should be able to ring me up. As I approached the advanced model, its proximity sensors must have sounded an alert and it promptly disappeared into the back of the store. 5 more minutes of searching yielded another advanced unit, who, just as identified myself as having a wad of cash I wanted to donate to it, proceeded to assist another shopper who walked up to it AFTER me. Another two minutes and I found a third advanced clerkbot unit, which finally was able to execute the transaction. However it must've been malfunctioning as it wasn't able to successfully transcribe my very easy email address into its memory banks. No receipt for me, unfortunately. I never did cancel the appointment, but I didn't stay either.

Apple should do itself and you a favor and close this location that will be a complete and frustrating waste of your time. I give it one star because I can't...