Apple Waterside Shops — Local services in Naples

On February 27 I had to go to the Apple Store unexpectedly. My phone was damaged and as I use it for the key to my car I was locked out after a long morning( started at 5 am) of rounds and had it remotely unlocked with my destination being this Apple Store. On arrival, there was not much help until Eventually I found someone who asked to assist and this is while numerous people were walking in circles. I finally found a spot on a table and log on to the Wii fii to connect with both of my offices to field messages that I have been obviously missing all day from my staff. I am approached by a black male Apple employee who says to me can I use this corner of the table. I moved to the other corner of the table and he then says to me MOOVE!!! Then he proceeds to say that he guess he didn’t explain correctly he needs this entire area. Mind you there are many other areas that he could go to. To clarify I am not racist. I’m just trying to hone the description so the aggressor will know who he is. There were 1 of 2 black males that I saw. I too am black. I then proceeded to walk outside the store after being publicly humiliated and in total shock and sat down on the concrete outside to continue to deal with my pressing project issues. I await the appointment time I was given then went in to get service which was better but still suboptimal. I then went to my office as I had a client who came from out of state for the afternoon who I could not reschedule and was telling her about my experience. She advised she went there once and it would be worth the drive to go to coconut point as they treat people badly in that store. I wish I knew this as I would spare myself the trouble. As a shareholder with Apple for decades I was disappointed. I thought about my investment as surely a company like this without protocols or common sense with dealing with clients have no future. I drove over to coconut point and my faith was restored. The treatment was so much different. I felt better but still feel hurt and personally attacked at the naples store.

I do plan to contact corporate when I have the time as I frankly don’t have the time right now. I have placed it in my agenda once things calm. Shame on you and the way you treat your clients. I hope you see this and get out of that store because you are not what I expect to be investing in. I hope you get a taste of how it feels to be disrespected by someone only because they get the opportunity. I have so much more to say but I’ll rest here. I’ll never step in that...

This review is about Apple in general, not so much the Waterside store, as they were much nicer than the Nashua NH store. This is my second IPhone, I had the 4 now the 5. I have had so many problems with my iphone 5, the battery would go dead by about 11:00 am. and would not hold a charge. Then about a week later while I was in NH, the phone lost its wifi ability and I could not use it at all. I was in the middle of NH, no land line all my passwords and info were stored on my phone, I couldn't even call Verizon to see if they could help as I had no phone! I was so freaked out. I finally found a place where I could use a computer and a phone (landline) at my daughters office where she worked, otherwise I would have been totally stranded it was close to 5pm. and not much is open in the country after 5pm.!! Verizon could not help, so I ended up having to turn to Apple for help, which meant driving 3 hours round trip out of my way the next morning, which was a major hassle as I was packing up a cottage to drive back to Florida the day after that! Anyway I got to the Apple store in Nashua NH at the Pheasant Lane mall and the young kids waiting on me where so rude, so arrogant and the girl with tattoos and nose rings insisted on helping other people the entire time she was supposedly helping me and it was so irritating, I felt like a number and I didn't matter, I had to download all my info on my phone from my computer, no area to do it, even though I had an appointment, I use it for business and all my contacts are on it, emails etc. so if I lost anything I was screwed! She could care less and I lost 6 months of pictures and texts, luckily I had the contacts I needed, but I hate Apple, If I could get another phone I would!! They gave me a new phone, thank god and its been OK, Unfortunately I just dropped it and shattered the screen, no insurance...so, I called the Apple store in town at Waterside and they can't tell me the cost to fix the screen of an iPhone 5 (PLEASE, give me a break!) over the phone and I must make an appointment and they are booked today and tomorrow but could squeeze me in Monday!! Please give me a break!!! "Apple you are way too big for your britches" and I say we all boycott them and go elsewhere then they might treat us better and won't be...

I came to the store for an appointment I had to diagnose a problem with my iPhone X. I was immediately approached by Phil, who was extremely kind and pleasant. He put my phone through a series of tests and ultimately confirmed that there was a malfunction with the touch screen. This is a documented problem that Apple will fix free of charge, as long as the screen isn’t cracked and there isn’t any water damage.

The screen issue had prevented me from doing the necessary back up of my data, but Phil was able to get it to work enough where I was able to perform the back up. The process was going to take about 2 hours, and Phil was not only incredibly patient about this process, but checked in on me between every single customer that he had after the backup started. When the time remaining was down to 15 minutes or so, he then stayed with me until it was finished so I wouldn’t have to wait if he started to help another customer. We had a really great conversation involving several different topics. It was a real pleasure to get to know Phil while we waited for my phone to be ready. He was very insightful about all of my product questions, and genuinely loves his job. Phil, if you’re reading this, thanks again for all of your help and congratulations again on your baby!

Since I was also due for an upgrade, I decided to trade in my iPhone X for an iPhone 11 Pro. I was helped by Carlos who, again, was super friendly and outgoing. He was also very helpful throughout the entire process, including restoring all of my data that I had backed up from the cloud. He made the whole transaction as smooth as silk.

I was at the store from 10:20AM until about 2:45PM, but this was entirely my fault for not backing up my phone prior to my appointment. I have to commend the entire staff (I spoke with at least 4 different staff members) for being very considerate about how long I was there for. If I had backed up my phone the time would’ve been drastically reduced. And, I must give a special shout out and huge thank you to Phil and Carlos, who really contributed to a top notch experience. These two guys are great at what they do and are a true testament to the amazing customer service that Apple gives to their customers. 10/10...