Apple Fairfax Corner — Local services in Fairfax

I brought my daughter's laptop here a couple of weeks ago. They sent the MacAir away to be fixed and 10 days later it arrived. Worked for 3 days and then had the same problem, which means they will send it away for another 10 days, only to be not fixed again.

There is a wait to see someone who will assign you to wait for someone to see you so that you can wait while a tech can look at it only to have you wait to have it sent to another place. Apple Care won't replace the clearly defective unit that is only 5 months old nor will they give me a loaner machine. So I decided to buy another for my daughter since she really can't be without a computer for the month of waiting. So I get to wait for a salesperson to come over who quotes a different (higher) price for the same machine, has no idea what I want even though I explained that I wanted to replace the lemon I bought a few months ago that hasn't worked for the past month.

Apple is horrible. My daughter is loyal but her phone and laptop breaks easily, is difficult to repair, and requires going to see the genius bar that is always full of people trying to get their defective products to work. Somehow my Samsung and Toshiba equipment requires no repairs at all but every Apple store has a 3 day wait to talk to someone who can't repair the device. The store has a Point of Sale system that is difficult to use and it is impossible to buy anything at the store without waiting in a long line of people. The store itself is designed poorly with a staff that never asks if they can help you and seems trained to never look at you when you have a question. The products are obtuse, the serial number on the back is printed in fine print, the phone system won't allow you to call ahead to see if there is a long line (which there always is) and MicroCenter support doesn't acknowledge AppleCare reservations. Even the bar doesn't have a hook for my girlfriend to hang her purse and the seats are too high for the low countertop. People stand clueless in lines not knowing where to go for help as nothing is clearly labeled but there are "smart" graphics on the wall that make no sense to anyone that is over 12 years old. And the smug look of everyone that works there. I set the bar higher for anyone called "Genius". The manager seeing that I am clearly distressed says I don't have to be "rude" but then can't figure out how to ring up my sale and use my credit card. Everyone around me has some sort of broken product and it is difficult to find anyone that will sell anyone anything. My daughter just turned 18 and if she wants more Apple products she can buy...

We are semi-local, used to live in DMV for awhile, now visiting from California. Unfortunately, my wife’s phone was got stolen. So, we went to the Apple store in Fairfax, which was the closest location around 10:15 AM 6/2/25. This store just opened not too long ago. Since this was the first time asking for help with the Apple Care, we had no idea what to expect. Though it was already a frustrating situation, the staff response was something that made us even more frustrated. It was a tall white male with the zipper jacket on, who “helped” us. He told us, “there is nothing we can do here, but you have to report the lost by calling the 1-800-apple.” Well, that was a disappointing response. Yet, it is what it is. So, we went back outside of the store and called the tech support as we were told. It took us about 17 minutes to get to the support assistant. And, we explained the situation. Guess what? She asked us, why can’t the store helped us? Which I had the same question about. Thinking back it just felt like they did not want to deal with the customer service rather than leading us to the right place right person. Isn’t that the purpose of Apple store “Concierge”? So, we went back into the store asking for the reason why they couldn’t help? There were two “assistants” who again “helped” us. And I saw the first person, who “helped” us initially staring at us from the far back from the store. Great, customer service. There two new assistants could not say why the first guy turned us way instead of helping us to report. Yet, here comes the next problem. This Asian guy, he kept asking for serial number of the phone. Of course, we would not know the number. When we tried to log in to my wife’s apple account, since it had the two-factor authentication, we could not get to the report form. He asked us, “do you even have the apple care?” I said, “yes we do. But can you check it out for us (please, do something to help instead of asking questions and telling us to call someone else). And, here he asked again, “don’t you keep the original box?”. I said, “who would keep the box?” And, he replied, “I do (with raising his hand like a proud person). For this kind of reason.” In my head, “you are not helping us at all, but making us more frustrated with your condescending manner.” So, here is my story with the apple care. When we got back home, we had her iPad to log in, without having to need the serial number to report the theft and loss. Guys, please do not waste your time if something happens like this. I really hope the Apple Stores train their staff if they really want to achieve the customer...

Terrible experience with customer service. The story starts when my wife's phone broke and I stopped by this store to use my Applecare Friday night. I was told there is no appointment available and I should come back the following day or get an appointment for four days after. I couldnt wait that much. I came back Saturday, again I was told they don't look at it because there is no appointment available for that day. One of the asociates told me I have to come 9:15 AM to get an appointment for the same day although the store opens at 11AM!! So, I showed up Sunday 9am with the aim of getting a same day. Finally somebody started to make two lanes out of store. One for the service and the other one for the sale. Then he started to give appointment to them. At 10:30 when he was done I asked why there is no appointment for the service and he explained I can talk with manager. I started explaining to te manager that why I was told to show up early while there is no appointment service at that time. She said she doesnt have any idea and and she is comfortable hear anything about it!!!!!! that's it!! when I asked for servicing my phone she replied not a t all at this store! She called security for me which I was out of store! they showed up and there wasn't any problem with me so they didnt say anythin to me because Im out of store even. Make the story short, I think we as a cosumer has rights which is neglected by Apple. Because we stay in lines in front of stores, the employees think they are the principle and they do whatever they want.

Even I asked her name so I can address this when I follow up with the customer service. Even she denied to provide her name!!! Look at this, they think even they have superior power !

Is this power extended by Tim Cook to them to destroy their business! This terrible experience happened while my wife and two kids where there as well as people in line. I just told my family to stop buying anything from Apple. This may not affect Apple sales but at least we keep our dignity as paying customer.

I got a hold on Apple customer service, which the man on the line was courteous and heard my voice when I was next to the Apple store. But honestly, what I heard from him is not helping so far. He proposed to extend me a coupon which I refused to accept.

The Points for the Upper Management: The customer needs to be taken care of with a dignity. You should train your people to support and be patient with the affected customers. Not give them justification tools. The only way to keep the sale is the...