Apple Grand Central — Local services in New York

Update: June 2025 - had to pop back over to the Apple Store to get battery replacements for my Air Tags. Special shout out to Vin and Rondell for your fabulous customer service! I wasn’t able to purchase the batteries there but they both offered me great advice. —————————————————————————— One more update: Didn't think I'd be returning to the Genius Bar again but for some reason I was experiencing more issues with my iPhone 16. Special shout out to Davora, Patsy, Paulina, Kevin and Niko.

My bad - I didn't make a reservation in advance and waited over an hour and a half to see a technician so I highly recommend that you make a reservation. Even though I was in the queue, if someone with a reservation comes in, they get priority so your place in the queue is delayed even longer. Live and learn!

After the Genius Bar "fun", I had to pop over to their accessories store to order a new USB cord since my present USB cord is no longer compatible with my Anker portable charger. Thanks Apple (She types sarcastically!).

All in all, I do want to end on a high note. The staff and customer service at the Genius Bar and Apple Grand Central are all professional, welcoming and helpful. Another Update: 11/29/2024 - needed some assistance with my new iPhone and Apple watch. Special thank you to Hector and Terrese who were both super professional and patient along with Hanna in Accessories who gave me some additional valuable pointers re: my new Apple watch. The genius bar is run like a well-oiled machine! Thank you! The staff is top notch! Update: 11/16/2024 - I once again popped into the Apple Store as I had questions re: a new iPhone 16 I was planning to purchase. Special thank you to both Derek and Jonathan who were extremely helpful answering all my questions. They were both super patient and professional. Thank you! Update: 6/25/2024 - Had to pop into this Apple Store again to purchase another AirTag and just wanted to give a special thank you to Cat for setting up my AirTag and for being super efficient, professional and friendly! Thank you Cat! 11/2023: I popped into the Apple Store today to take a look at some MacBooks, as I'm looking to make the switch from my Lenovo Chromebook. Wanted to say a special thank you to Daviell, who was extremely helpful, informative and professional. While I was only browsing today, I sincerely appreciated all the helpful information he shared with me which has definitely helped me with my decision-making. Hopefully I'll be back in the store soon to make my...

Hector at Apple Grand Central is a Rock Star!

Seriously, I just had the best experience at the Apple Store R415 in Grand Central yesterday, all thanks to Hector at the Genius Bar. My iPad screen was totally trashed, and Hector was just amazing—super helpful, a true pro, and completely upfront the whole time.

He walked me through everything about fixing my screen versus just getting a new iPad. He helped me see that since my insurance was already expired, a new one would actually be way cheaper in the long run. I really appreciated his honest advice; he wasn't pushy at all. Hector was super chill, laid-back, knew his stuff inside and out, and you could tell he genuinely loved helping people and was passionate about Apple products. He had a great attitude and exuded positive vibes, which, let's be real, can be hard to come by nowadays—especially during rush hour and a heat wave!

Hector was also very conversational, which I totally appreciated because I'm a talker, and I love when people give back good energy and actually care, not just "do a job."

I'd mentioned owning my own business during our chat, and Hector immediately clued me in that I could potentially save even more with an LLC. He clearly explained what that process looks like, and even though it wasn't his department, he went above and beyond by forwarding my info so the business team could contact me later in the week to discuss additional savings.

This kind of transparency and openness made my experience that much more exceptional, and Hector's friendly vibe made me feel incredibly comfortable and relaxed. Even with a million things going on around us, Hector didn't get distracted or let himself get pulled away, which can easily happen in a busy store like Grand Central during rush hour!

He also patiently answered all my questions about upgrading my MacBook Pro, including how trade-ins work. Hector was so knowledgeable and thorough. He never made me feel rushed or pressured to buy or upgrade—he met me where I was at and gave suggestions when they aligned with our conversations (like the business savings).

And let me tell you, having worked in customer service myself, especially in a crazy busy spot like Grand Central, I know how easy it is for associates to get stressed out. But even during rush hour with tons of people, Hector stayed cool, calm, and collected. He was patient and kind through it all. He seriously made the whole experience awesome.

I can't recommend Hector enough—he's customer...

I did not have an appointment, I was a walk-in on a low-key day where I was instructed by a staff member to sit inside of the Genius Bar waiting room, where I was told that someone would get to me.

I was the only individual sitting in the room. There were no other Genius Bar appointments or walk-ins. I was it. Just me. Alone. Not one other person for at least 10-15 minutes.

Eventually another person showed up, then another, and nearly 30 minutes in, there were maybe 4-5 other people who had arrived and were being helped.

But I still sat there alone and waiting.

No one bothered to ask me anything about anything. No problem, I just continued to sit there - patiently waiting.

About 45 minutes in, everyone else had been helped, had moved on, and Mac staff are standing around having conversations with one another, yet clearly, willfully ignoring me. So I called Apple on my phone and just waited for the Mac customer rep to come on the line.

The rep asked for my iCloud & MacBook info and advised that he could go ahead and make an appointment for me, while we were on the line, since I was being ignored while sitting there (by this time I was, again, the only person in the room and it's about an hour in).

We made the appointment for a different location (since it was obvious that I was being ignored at the Grand Central location for some reason) and I got off the call, thought everything was all good, et voila! All done here.

No stress, no drama, just tried to get up and leave at that point.

But no, apparently this was WAY too drama-free because an Apple Store staff member then mows me down with a service cart as I tried to exit through the hall leading to the steps. She mowed me down so hardcore that she knocked me to the ground as she rammed me with her heavy-duty cart, and then tried to pretend as if she hadn't intended to assault me for no reason at all. For basically sitting there patiently for an entire hour while being ignored, yet declining to complain or raise an issue about it.

Again, I kust peeled myself up off of the ground at that and just continued to try to leave without being assaulted a 2nd time by another staff member somewhere.

I attended my Genius Bar appointment at the meatpacking store the next day, where I encountered NONE of those issues - I wasn't mowed down to the ground and I was actually helped by a Mac Bar staff member.

Be warned about this bunch at Grand Central! They apparently just...