Apple Cielo Vista Mall — Local services in El Paso

I had to make an emergency Genius Bar appointment from my hotel room landline when my iPhone 📱 totally overheated 🥵 and would not work on my trip to El Paso this past May 😳. I could not call in or out, and I could not text or receive texts at all on my iPhone, which is why I had to resort to my hotel landline telephone when everything else failed.

The only device that worked and did not overheat from the intense Texas heat was my MacBook 💻 . So at least I could still connect to WiFi and go online within my hotel room to connect to an Apple rep.

Unfortunately, everything that could possibly go wrong did just that on this particular trip 😕!

The Apple rep walked me through all the troubleshooting videos on the Apple website. But when those still did not resolve my iPhone failure issue, she helped to schedule a Genius Bar appointment for me at the one and only Apple Store in El Paso, located at the Cielo Vista Mall.

I have to admit that it was quite a project for me to print out maps 🗺️ from the hotel lobby computer 🖥️ and printer 🖨️ and to get to the Cielo Vista Mall 🛍️ the old-fashioned way (without a functioning smartphone navigation system, and without being able to use Lyft or Uber Rideshare because my phone was not functional). But I had no choice 🙁! Unless I wanted to ask the hotel front desk to allow me to use their landline to call a cab 🚕 to my hotel. All I can say is thank goodness 😅 I stayed in a hotel 🏨 this time, and not an Airbnb 🏡. Otherwise, I would have been totally screwed with not being able to use any landline 📞 😳!

Fortunately, once I got to the Apple Store at the El Cielo Mall, an Apple employee named Raymond helped me right away with the Genius Bar appointment that the online Apple rep helped me book online. Both he and Manny troubleshooted the overheating fiasco that my iPhone went through, but also pointed out that some of the navigating apps 🗺️ 📱 might have glitches, which could have also led to my iPhone becoming non-functional (besides the intense Texas heat).

They were so friendly and helpful, and they really helped me get my iPhone back to where it was before by using their diagnostic troubleshooting tools 🙂! However, they advised that all I could really do when any smartphone overheats is to try to cool it down 💨. But if all else fails, and if my smartphone reaches the point of no return in regards to trying to cool it down and recover it, I may need to send it in for repair 👨‍🔧 🧑🏻‍🔧 or purchase a brand new iPhone altogether 🤷‍♀️.

Hopefully 🤞, this doesn’t happen to me again when I’m on a trip 😬! But I have to admit that their exceptional customer service 🌟 truly made up for my horrible traveler nightmare 😱that I hope no one would ever have...

I had to return to store today to trade in my computer. I was dreading the experience because my purchase experience was so bad to begin with. I flew into El Paso from Costa Rica the morning of the 19th. I went straight to the Apple Store to purchase my new computer, a new M4 Macbook Air. I was greeted by a young lady that really made my purchase experience horrible. She did not know the process and gave me completely wrong information regarding the trade-in procedure. Because the apple website does not state that I have to make an appt with the genius bar to transfer my information from my old comp to the new one, I had to make an appt which none were avail for a few days. I live out of state and that would not have been feasible to come back. So she told me that I could take old computer home and transfer the data to the new comp and send in the old one within 14 days. I then told her that when i did send it in I would want the trade-in value applied to my apple credit card. She stated that would not be a problem. So I agreed that i would do that. Well the transfer went well no problems until I called support to find out how to mail my computer back and to facilitate my apple card's credit for the trade-in value. That is when I learned that I should have received some sort of trade in kit and then I could send in my old computer. I did not receive this trade in kit. Then I asked about the credit to my card and I was told that I could only be issued an apple gift card which I could not use to apply towards my apple card. I was told the only way to receive the credit on my apple card was to take the computer back into the store. Well again I live out of state and did not want to do that in the first place. I ended up taking valuable time out of my schedule to take my computer back to the store and trade it in. Then when I got home I noticed that I had not received the email copy of my purchase. So I called the store 3 TIMES and no one answered. Twice i was transferred to a call center and they told me I had to call the store, which I did 3 TIMES. 3 times to the direct line at the store. I emailed the store asking for my receipt and nothing. This experience has cost my about 200 dollars in time and extra travel expense!! Every other Apple store that I have been to has been excellent but the El Paso store which I have been to twice before has always been disappointing in the...

Horrible customer service. Went in for a battery replacement on my Iphone 6 and had a terrible experience.

When arriving at the Genius Bar there are several Apple employees who walk by you. No one asks if you have been helped or comes up to assist you. It was an extremely long wait. There was no organization in terms of individuals getting assistance. Random people would be helped and sometimes there was 1-2 employees per person. Some did not look like they were doing much of anything regardless, customers were ignored no matter how many times you tried to ask for assistance.

By the time we were directed to the right individual he was extremely rude. I was questioned on my IOS updates when all I needed was my battery replaced (FYI I had already received an email stating my battery replacement had already arrived at the location. All thanks to the assistance from an online Apple employee who was extremely helpful.) After getting rudely questioned and nicely informing him that I had already reserved a battery I was told to return in 2 hours.

When I returned I waited once again at the Genius Bar where no one assisted us for a good 30 minutes when people were clearly available to assist. Once we were able to acquire assistance we waited once again for my phone because diagnostics were not yet run and they required my apple information once again. So many people who had been their far less time than we had, were able to get their devices and we were only approached after we were the only ones sitting at the table. This was my first time to the Apple Store at this location and I can honestly say not impressed.

To summarize the staff was rude, the Apple Employee who provided information on the battery replacements was not well informed and very unprofessional, the wait was long, and the process was frustrating (despite all my preparation before hand). Will not be returning to this location for any assistance on any future Apple devices.

I have owned several Apple devices over the years and have had wonderful experiences with the Apple support online. I can honestly say the individuals representing the company at this location was extremely...