Apple Derby Street — Local services in Hingham

I went to the Derby st store last night. I can't remember the name of the man who helped me. I really wish I did because he was wonderful. He spent a lot of time with me teaching me things and went over my whole att account and helped me switch to a plan that's better for my family. I also needed a cracked screen replaced on my 6plus but there wasn't time to do it then. He scheduled me an appointment for today so I wouldn't have to wait. I went to my scheduled appointment today. I was told they don't show an active AppleCare for me for the 6plus. I had my receipt from 2015 showing I purchased it. I was told I needed to call AppleCare. I was on hold for 50 minutes. While on hold a rep named Anthony helped me purchase an iphone7 for my daughter. He was very kind and helpful. After being on hold for over an hour I got an AppleCare rep on the phone who said yes she showed I had an active AppleCare program for the 6plus. I found the rep Dylan in the store and handed him the phone. He talked to her but handed it back to me and said they were transferring me to a different department and that department would need to speak with a rep in the store so he was scheduling me for a walk in appointment so the next available genius could talk to the rep on my phone. I was supposed to keep this rep on my phone for approximately 30 minutes while I waited for my turn with a genius. The rep on my phone thought that was ridiculous as did I so I flagged down someone and asked them to help me. He called the manager Andy. Andy took the phone from me and talked to AppleCare and got it straightened out. He then made sure I was the next to be helped since by this point I had been there for two hours for my scheduled appointment. They took the phone to be repaired but now it was so late I couldn't wait for it so I went home to get my kids off the bus and came back. When I came back Andy saw me and felt awful for what had happened. He let me pick out an awesome 7plus case for free and gave me a glass screen protector that they installed for me. I think the genius who helped me for my original scheduled appointment should've called AppleCare for me or waited with me while I called especially since I had my receipt and he knew I had AppleCare and the issue wasn't my fault and I had a scheduled appointment. I'm not upset at all it wasn't a big deal but I wanted to write this so for one maybe in the future it gets handled differently but also I wanted the manager Andy to be recognized for being awesome. The second he knew I was having trouble he took control of the situation and got it corrected and that he went out of his way to compensate me when I came back and apologize for what I had to deal with was really great of him. Between the man who helped me last night, Anthony who helped me today and Andy for going out of his way to make things right this store is lucky to have such great employees giving wonderful...

TL;DR Unhelpful and condescending sales rep made simple query more painful than a tooth extraction.

I had a tremendously awful experience with one of the representatives at this store.

Full disclosure; I am not an Apple consumer. My grandmother needed a new case for her iPad and I thought the simplest way to ensure I get the right one would be to take the whole thing to the Apple store on Derby Street while I was there running other errands.

Firstly, I was informed that my grandmother's iPad is an older model and, as such, they do not carry any suitable cases instore (no surprises here). So he suggested we order one online.

He checked the online inventory and, of course, there is only one model compatible with this generation iPad. We ask if this case can stand up like the old one.

"Yes." He says. "It's exactly the same as the one you have now."

"Okay, good."

"It just doesn't have a back."

At this point we have this circular conversation where he says this new case is exactly the same as the old one and that is "does not have a back" seemingly unaware that he is contradicting himself. When we asked him to explain he answered in a most condescending manner that a back was what went on the side that wasn't the front.

"But is still stands up?" I ask.

"Yes. It's exactly the same as the old case."

"Okay."

"I just doesn't have a back." and around we go again.

Ultimately, I decided to gamble on this case despite not getting a satisfactory answer.

Insult the customer until he gives you his money. A bold strategy that I admit paid off on this occasion.

The only thing a regret more than not getting this sales rep's name so I can shame him publicly was actually making a purchase. This man was the living embodiment of the condescending and openly hostile attitude Apple holds for...

I don't like to write bad reviews but after the way I was treated by one of the managers at this store I feel like I have no other option to enact change on this stores behalf. I came in with my mac book charger that had frayed wiring and needed replacement due to poor craftsmanship fto making it rom apple. The people when I first came in were nice and help get me in the system ready to see a tech. Unfortunately the good service ended there. I asked for a replacement for my charger and wanted to buy a brand new 2nd charger as well. The tech told me a replacement charger would be $61 dollars even though there was bad craftsmanship from apple on it. I explained I have been a long time apple customer and advocate based on there higher quality products and have bought several apple products from a mac book to an ipad to three iphones for my family and just bought earpods for a $160 a week prior to this. Literally thousands of dollars spent with apple and wanted to continue to be an apple customer until this interaction. The manager said they would not replace the charger even though I explained I had been a long time customer and just bought earpods from this store a week prior to this interaction two days ago. The manager told me it was his personal decision and not apples not to replace my charger because was unfair to other customers? In what way is me spending thousands of dollars with apple and then asking them to honor their products unfair to other customers? I am working on getting in contact with the general manager of this store to see if they can remedy this situation and will update with...