Apple Ala Moana — Local services in Honolulu

Wow ! The quality of service went definitely down. Rotten apple. I had a 2013 MacBook and recently updated to MacOS Big Sur so my son could have it since we just bought a new MacBook for my wife to work from home. Anyway , after updating the old computer, it started looping - able to log in then it would run a little and crash and restart. Long story short - after being unsuccessfully helped online , I made an appt with Apple Ala Moana. - I get there 1/2 hr early and the front guy made it appear that he didn't want to be there and basically told me come back 5 minutes to your appointed time. He was just unfriendly.

So fast forward , I notice that the staff don't look as happy anymore (still in pandemic protocols). They make you sit on a cube and wait your turn. I get a tech and explained my situation to him and he didn't seem like he was interested - I could tell already and felt him out by throwing a joke at him - he wasn't very receptive. I brushed it off , maybe he was having a bad day.

I then apprised him about my situation and that this 2013, that was hardly used, was going to be given to my 8 yr old son. I had reset the computer to factory settings and uploaded the latest Big Sur operating system - it started looping. He takes my computer in the back for awhile to "run diagnostic" test. He comes back and tells me that he did all that he could do to my computer but that it was basically too old and its going to need a new "logic board", however because my computer is too old they don't have the hardware there. And get this , he was willing to set us up with someone to buy a new computer (that's when he started getting upbeat). But I told him that we already bought a new Mac computer and he was like "oh that's right" and seemed like he could care less now.

I was dumbfounded- I was like , damn!! I just felt like I was in a car dealership. - your computer is too old, you need a new one. ---hahaha. I found it weird being that we hardly used the 2013 and it was working perfectly fine on macOS Catalina then we updated to Big Sur after resetting to factory settings - then it goes bonkers ( you would think a software issue). - man, nothing against the technicians there but I sort of question the quality.

Anyway, we left the store and I went home and did some research. I figured it out and stayed up till 2 am in the morning. I was able to download the Catalina without any glitches and the computer was stable.

I'm just surprised that apple would do that? Or would allow this type of behavior. They just want to sell to you and the front door people in black shirt lack the customer service. They talk to you like bouncers lol- the experience there was awful that night.

Ill just put this out there , if you folks have a similar problem , after downloading the new Big Sur, let me know and I can try help you out. Hell if I can do it, you can do it as well. I'm not even a Mac technician. -

Jesus Christ - "your computer too old, you need a new one ". Something wrong with the logic board- Ummmm ok. - I am still in shock about it.

Even I don't treat my customers that way- and I meet ALL kinds of people.

I really think it's a management problem there - oh well, good luck if you're going to go to Apple Ala Moana.

Aloha and good night (2 am and my Old computer is fixed). Hahahhaa

Worst service...

I have an iPhone 6, which I have taken wonderful care of. The screen unfortunately had a minor crack in it, which I took it in to this store right away, the first available appointment I could get. I could still use all features of this phone, including the front camera, no problems texting or anything. Who wants a crack in their phone though? I made an appointment for a cracked display, drove over 30 minutes to get to this location, showed up 30 minutes early and my appointment was at 5:30pm. They proceeded to tell me that they could not fix my screen that night because they closed at 7pm, but I could leave my phone there and it would be fixed when they opened the store (great logic..). My other option was that I could come in, in the morning and drop off my phone and it would be an easy 1 hour fix. I decided to go that route. I arrived at 11 in the morning to drop off my phone, they told me it was an easy fix. I did not sign any papers or forms. I came back at about 12:30pm to pick up my phone, and to my surprise, the screen was not fixed. They told me they were unable to repair the screen, and I would need an entire phone replacement. I signed a release stating I was the one to take the phone. I left the store, and sure enough MY ENTIRE PHONE won't work, won't even turn on. We went back into the store to inquire about what the reasoning behind my phone not turning on would be. They rudely responded that it was explained to me before they took my phone that it may not work at all when returned. Said I should have signed papers before they took my phone. I ensured I did not, and they did NOTHING to fix the situation. I called their help line and the lady even notified me that seemed weird, especially when my display worked no problem before dropping it off. She inquired that I may as well put down an insurance claim from my PHONE CARRIER, and get a new phone, due to it no longer working. I had to pay an extra $175 to replace my phone. I find it highly unprofessional, and surprising that a company that manufactures my phone, can't simply fix my screen, and instead returns it in a worse condition. I am totally dissatisfied with this location's customer service, especially that they can't fix their own mistake. Even their customer service line did nothing to replace my phone. They wanted me to put the amount to replace my phone on a credit card. I have had a screen replaced by a different location on an iPod touch, that had huge chunks falling out, and it was returned in perfect condition. DO NOT LET THIS STORE REPAIR ANYTHING. I've heard bad things by other customer's in the store and on...

First of all, very unwelcoming staff. No welcome when walking in. Honestly didn’t even seem like anyone noticed if you walk in. It’s crazy to me how I can walk into an apple store full of staff and customers and still feel like everyone’s in their own bubbles. Very cold. Definitely zero stars for friendliness. Second, I went in for a simple battery change because my phone wouldn’t hold a charge & would keep rebooting. Waited for 30-45 minutes to finally see a “technician”, who took one look at my phone and told me “it’s not the battery. You’re gonna need a whole new unit”. In other words, him trying to sell me a whole new phone. To which I said, “But my phone literally says, ‘Service Battery’ plus, the screens popping off because the battery has swelled so much…so is that normal?” (Of course it’s not). He continued to tell me he couldn't help me. The battery on my phone was NOT the problem but “swelling of the battery is actually not normal”. Ummm what ? After waiting for another 30 minutes or so while he did whatever looked…technician-y to my phone while I played a game on the phone displayed, he told me the system of my phone was messed up and changing the battery? Yeah that wasn’t going to do anything at all! Then he hurriedly went on his break. I ended up waiting to see a new technician. And while waiting yet another 20 minutes I overheard a different customer with a similar problem (battery not holding a charge) and guess what her technician said? “Yeah that’s not the battery…it’s a system error in the phone itself…your best bet is to get a whole new unit. Which is essentially a new phone”. Listen, I get upselling and all that but my whole issue is first of all: work on your pitches. Horrible. Stiff. Robotic. I’m surprised ppl don’t pick up on them sooner. And lastly, if you don’t want to help, just say that. Save us both the time. To make matters even WORSE (yep, it gets worse) that SAME technician came back from break saying, “Alright! Let’s do this!!”Needless to say, I walked out of there annoyed. Went to a different store. REPLACED MY BATTERY. And lo and behold! Here I am, making this review with the very phone the technician said was a lost cause unless I “got a new unit”. I should work at the Apple Store. Even I knew replacing the battery would fix the problem. I guess technician just means “salesperson who fixes what they want when they want”. Crooked, dishonest, and overall- a disappointment. Don’t waste your time at this store. If I could give zero stars? I’d still try for...