Apple South Shore — Local services in Braintree

I want to share my exceptional experience with Helen, a manager at the Braintree Apple Store, and give her a well-deserved 5-star review.

I initially visited the Apple Store to get my screen repaired using AppleCare. After an hour and a half, an Apple representative informed me that they couldn't find a screen that fit my phone and had discovered additional damage while working on it. I found this situation quite strange. They offered two options: 1) Leave my phone for a week for repair and receive a loaner phone with 64GB of storage, whereas my phone has 1TB. I found this unacceptable and decided to take my phone back, as it was functioning perfectly before the repair attempt. I opted to wait for a replacement, which would take a week.

The experience was further marred by an unpleasant interaction with a rude assistant manager, whose name I don't remember but who seemed to be an Asian male. If you encounter this person, I recommend seeking assistance from someone else.

After leaving the store with my broken screen, my phone began to overheat to the point of burning my face. I contacted Apple Support and spoke with a senior manager, who informed me of misleading notes on my case file, including claims that my phone was "dangerous to use" due to the broken screen and camera—issues I never discussed.

I returned to the Apple Store that evening and requested to speak with a manager. That’s when I met Helen. She listened attentively to my concerns and immediately promised to find a resolution. Helen spoke privately with the original representative and determined that a different solution was needed. She assured me she would work on a better and faster resolution.

Helen went above and beyond by locating an exact replacement phone at another store, personally retrieving it the next day, and bringing it to the Braintree location. She also arranged for my phone to be set up and even waived all the fees. Her dedication, respectfulness, and willingness to help were truly outstanding.

Helen's exceptional service turned a frustrating experience into a positive one. I am incredibly grateful for her assistance and highly recommend her for her professionalism and kindness.

I wish there were more people like her in the world. She really made a HUGE difference for me and I appreciate it so much. THANK YOU SO SO...

My patience has been tested at this store, and that's saying something. I've come here 7 times to get one problem resolved, my macbook kept shutting off randomly. 1st was a restore of the computer, it did nothing, so they checked the hardware and replaced the logic board. Did nothing as well. The many other times were resets and mounting frustration and distrust. The final time was a shipment to the headquarters for two painful weeks to get it finally fixed. I went to pick it up only to be handed back an unrepaired machine because of a bill I didn't see because of "accidental damage" (it was only to my email and I didn't get a phone call to notify me, only a call to notify me that my machine was available for pickup [the machine was under apple care]). On top of that, this was during the final months of my college semester (with tests, final projects, and loads of stress). I also commute, and I've had to travel back and forth to school on off days just to do homework because I didn't have a computer to work on. 3 hours of commuting for two months just to do homework and studying for tests... The morals of apple seem to only be for profit and not about customer support or about students. I've gone to management to talk about my complaint for how many times I've returned and asked for a replacement for the inconvenience and wasted time, only to be told NO and a negotiation of "The sooner we send it to get it checked out the quicker you'll get it back." I couldn't believe they'd use to time card on me, they've already wasted enough of my time with their incompetence. I felt completely helpless. Did I mention they made a policy to replace parts than machines? Felt more like an excuse as this point because it took them seven times to finally figure out what was wrong. I wonder how my grades are thanks to them... Thank for nothing Apple.

I'm never buying another apple product again for the service I received, as well as notifying all my friends to never buy apple products. The least you could have done was to replace the damaged...

I would give 0 stars if that was an option....I went to Apple Store with high hopes to resolve an issue that suddenly encountered after and automate update on my daughter's iPhone 15, the touch screen suddenly became unresponsive, followed by the charging port not taking charge. Apparently, this is a known issue which the assigned phone technician was unaware of. Furthermore, at first visit I was told that if phone was charged then a phone restore could be done. I left the store, went home and attempted to charge the phone then BOOM it charged. I charged the battery to approximately 75% then when back to Apple. Unfortunately, the same technician was assigned (Sam@Braintree Mall) and from start he nicely advise me that there is nothing he can do because the touch screen is not working... Keep in mind that is not what he advised me the day before. In fact, I felt that he did not what to provide any support to me as being a valued costumer of the iPhone community. After some frustration on my behalf, I have suggested that he perform a factory restore on the phone (since I believe the phone got corrupted after the automate update). I even request another technician because it did seem like Sam was trying his best to assist me. only then he agreed and appeared to attempt to do the restore. All awhile I'm thinking why was this not suggested by him (Sam) try and restore the phone. Instead, Sam kept on suggesting that I buy a replacement phone at $549. I am leaving so other details out so shorten this unfortunate experience; However, I left disappointed, feeling the assigned tech did not do his best to assist with this known issue with Apple devices. In addition, I'd like others to be aware of this issue and hope you are assigned a technician who is more knowledgeable about the issue and can better assist you rather that suggesting you buy a new phone as their top and...