Apple Glendale Galleria — Local services in Glendale

This store needs some grown-ups working there. The employees all look like they just rolled out of bed. The first dude who helped me had ketchup in his facial hair. Am I really supposed to trust that dude to buy a $3k laptop? I made an appointment for the Genius Bar ten hours in advance, but I was kept waiting 35 minutes while employees seemed to be helping people entirely at random. One guy sat down and an employee asked him if he had an appointment. He said, "No." The employee said, "That's cool - I can help you." I said, very politely, "Hey, I do have an appointment and I've been waiting 35 minutes." And the employee said, "Excuse me sir, you'll have to wait your turn." Didn't that kid go to preschool? It was my turn! I finally cornered someone to help me - literally - I had to chase them into a corner. It was a very simple glitch on a stupid iPad mini (my daughter requires one for school - don't get me started) that required about 3 minutes to fix. Instead, I was there for 1 hour 21 minutes because the person I cornered had never seen an iPad mini before. Now I'm not so sure they actually worked there. Maybe it was just a random lunatic in a blue shirt with a roach clip earring. The store is in obvious need of real management, a real supervisor who tells these 13-yr-old employees what to do and how to do it. And if you're going to set up a reservation system for the Genius Bar, then why on earth isn't there a system to actually utilize it? I went to my first Apple Store - I dunno - eight years ago? Nine years go? I remember it being a very positive experience. I'mn head of a household with 4 Mac laptops, 2 iPhones, 4 iPods, an iPod touch, and 2 iPads, and I'm at the Genius Bar all too frequently. I dread the experience. I miss the days when Apple had 11% market share and no stores. They were much nicer to deal with. Now I'd rather go to the DMV. (FYI - I am typing this on my Acer Chromebook, which is hands down the best computer I have ever owned. It costs $199, and it makes the iPad look like a child's toy, and it has faster download speeds than an Airbook (and basically the same keyboard and screensize). Granted, the external speakers are horrible, but who uses the external speakers on a...

So my phone said to do the iOS update which I did and then my phone screen went black I called AT&T they troubleshooting my phone they couldn’t tell me so they said I had to go to the Apple store instead of going to the Pasadena store decided to go to the Glendale Galleria. I’ve always had good luck there. Manuel helped us out and he was absolutely amazing. Gave the guess best customer service And was able to help us out and get the phone fixed within two hours returning the phone to be fixed and came back 10 minutes prior to the appointment time to pick up. We waited for about 20 minutes and Miriam came to help us her customer service unfortunately was not as great as Manuels we decided to ask or somebody else to help us at which time Miriam told us she was the only one in her position and did what she did so we would have to deal with her. thank goodness, Emmanuel was close and came over to check to see what was going on. He then proceeded to go get a manager for us MJ, who was also extremely helpful and have very professional Friendly customer service. She was extremely knowledgeable and help to educate us on the process. Unlike Miriam, we all live with our phones and do a lot from them. We work from them we communicate with our loved ones. Our phones are very personal to us and when people don’t take the time to explain the process, it can make us more stressed out. It’s important to remember especially during the holidays that there’s a lot of angst going on. We understand that the store is busy and that there’s a lot of people we saw a lot of, people in red that were working they’re doing several different things. This store is known for its great customer service, easy accessibility. I’m very glad that Manwell and MJ were there to help us out and educate us and to get everything taken care of in a timely fashion 10 out of 10 would totally recommend...

I’ve had 2 experience getting repairs done at this store - the first was great - I got my battery replaced and I already had apple care, it took them like 2 hours and when I came back it was like a new phone.

The second was…mostly good. I came to get my front camera replaced (I’d dropped it). Mostly covered by AppleCare again, and they told me it would be done in less than an hour and a half but because they’d have to replace basically the back of the phone, it would be like a new phone. That all happened, and though it’s kind of a pain, I wasn’t too worried. But as I was setting it back up, it insisted I activate an e-SIM using a separate phone. When I went into the apple store for the repair I had a physical SIM. I went back to the Apple Store today to see if it was accidentally removed, and the worker told me that e-SIMs were standard since the iPhone 10, that they never would have touched SIM cards, and I just needed to go to T-Mobile to get it activated. I went over and the T-Mobile guy told me I had had a physical sim, gave me a new one, and no issues. I went back just to let the guy know that they might need to communicate with their technicians not to mess with SIM cards. The guy we’d first talked to was adamant that they my phone wouldn’t have had a physical sim, and the other woman said “oh well it must have just been accidentally removed.” No apology, no concern. I’ve really liked most of the folks I’ve interacted with there but that was such a weird lack of concern for the customer and gaslighting.

Would I come back? Yeah, probably. The service itself has been mostly good and it’s pretty quick. But you bet I’m going to be asking more questions...