Apple Vintage Faire — Local services in Modesto

Okay, let’s start at the beginning…. I have been in the market for the MacBook Pro M3Pro in Space Black since it became available. My mother got sick during Christmas so I was unable to see her so, I traveled after Christmas to her home in Modesto and while on the way I remembered this Apple Store on the way being that it’s in the same city and mind you I live over an hour away. I stop in at the store to buy my macbook and I’m expecting that it’ll take NO time at all so, I get in there about 7:10pm give or take and I had a gift card from a previous return that I was using towards my purchase and for some reason they stated I was unable to use the gift card physically and the associate then instructed me to place an online order and he assured me I could pick it up after placing the order online so, I did…. Then, instead of letting me pick up the MacBook right then and there the website and the associate’s stated that they cannot process my in store pick up because it wasn’t processed even though I had the receipt for the purchase and the confirmation needless to say I was PISSED and starting to lose patience at this point then, NO ONE in the store had an answer for me I read through the reviews and there’s a review that stated that no one takes responsibility or has accountability and that the associates keep handing escalations over to other associates which is exactly what happened so, I jumped on the phone with Apple customer support and, the service I received from that department was AMAZING so much so that they apologized for the misleading information given to me by the in store associates even though it wasn’t his mess to apologize for and, they took care of me even further for the inconvenience. So, I left the store because no one was of any real help and, they kept hinting to me that they close promptly at 9pm but, the Walnut Creek Apple Store goes ABOVE AND BEYOND FOR THEIR CUSTOMERS as I unfortunately have had late night purchases and past closing time they are very accommodating. In the end I drove back to the city I live in after visiting my mother just to turn around a few hours later to go back to this sorry excuse of an Apple Store to pick up my MacBook. The original associate that “assisted” me the night prior was there and I told him I have zero questions and I need zero help and I just want my MacBook so I can leave . Never ever will I come back to this location they need severe retraining and it’s a sad sad day when Apple Store employees are less than mediocre. By the way there was only ONE employee who did stand out above all the rest he is a young African American male and his energy and fluid talk tracks hit every point that I would consider amazing customer service. I unfortunately cannot remember your name but, you’re amazing and do not get watered down by the below average people you...

To be honest it was more of a 1 star experience but the positive attitude of one of their staff made it more worthwhile.

I think because I was there on a service visit, the sales team at the front all were quick to pass me off, didn’t care at all about the interaction with me. Partially might be that they were not equipped to assist in any way, or that they had sales quotas they were trying to meet. In either case, it was a cold transfer. Once I was greeted by the service staff, whom was simply just sitting at the far back long table, I was actually surprised since there wasn’t any introduction, nor were there any way for me to know she was assisting me until she actually asked to confirm my name. Warm transfer would’ve been nice to have (as in the front staff indicating who will be assisting the customer by saying the name or describing the service staff personnel that would be helping). In either case, I was told my service would take around an hour, so I left the store thinking to come back in about an hour and half (giving another half hour thinking that would be enough time).

I came back to the store only to find out the service would take even longer than expect, which was at the time an uncertain amount of time. Was then told that my device had certain requirements before it could be worked on (why wasn’t I told that before?). Also, staff didn’t take my number down so they had no way of contacting me, which they did the 2nd time around… I was then explained what needed to be done (again should’ve told me first time around), and gave me a better idea of how long I had to wait, and so I didn’t need to basically wait in the area for my phone to be done.

At the end of the day, a supposedly 2-3 hour experience turning into a 6-7 hour experience is never pleasant for anyone. Not to mention I didn’t live in the area so I was basically stuck waiting around for them to finish service on my phone. And honestly most of the 1 star reviews were probably due to the same issues I had listed above. Hopefully Maria the manager there actually look at these and make some adjustments/improvements, because most of the problems with your staff is due to issues...

I bought an iPhone X in May 2018 and since day 1 i've had issues with the screen. I tried to see if apple can fix it so i took it in around December. They said they ran their 'diagnostics' and came back saying there was nothing wrong with it. We took their word for it. Went home, phone completely reset, and i started using it again to only receive the same problems. i called apple support on multiple occasions and to only receive the same problem over and over again. This led to me do to the apple store again. We waited for almost 1 hour having them take the phone to the back and dig their noses to come back out and say we will run a diagnostic now. We told them we dont want a diagnostic we have had enough of those and nothing ever comes up because we have had continuous problems. The dude just seemed like he wasn't fit for the job, he said the diagnostic came up with nothing when he never even ran a diagnostic. I asked if i can speak with his super visor and she came out, a short chubby Latina, we explained to her out issue and how we keep on coming back over and over again with nothing ever happening. I have apple care plus on the phone but she said they cant do anything since there isnt anything wrong with it after i kept on telling her there was an issue with it. She said she wont replace it because there is nothing wrong with it, i told her "if there is nothing wrong with it from what you have experienced but i have had issues with it why dont you replace it for me?" she said she wont because there is nothing wrong with it. We than told her we cant keep on coming over and over again and wait for 2 hours just to have them say nothing is wrong. She said "you can be mad all you want but we wont do anything about it." we said thank you and walked out. Never in my life have i had this utter disrespect from a 'manager.' If anybody here is considering buying an iphone, dont. My whole family owns iphones, and i have family members who work for apple. We told them about the issue and they said we should just go in and have it replaced but that didn't happen. We are now stuck with a $1000 dollar iPhone that has issues with the...