Apple Rockaway — Local services in Rockaway Township

Apple has gotten continually worse at customer service and my experience today confirms this not only with the customer service in this store but with corporate in general. I recently upgraded from an Iphone 6s plus to an Iphone X. I did so thru my cell phone carrier at the cell phone carriers location. I went there instead of Apple because of convenience from my home and so I wouldnt have to go to the mall which I hate. I was not able to trade in my phone because of an activation lock from Apple. It was locked with an email address that was not mine indicating someone may have gotten the serial number to my phone and used it for another phone. Not my fault at all. Breach of Apples security. After spending multiple hours on the phone with Apple they said they would send me a receipt from my original Iphone 6s plus purchase which i bought at Rockaway Apple. With that receipt I could go to Apple and show them proof of purchase and they would then finally be able to unlock the phone and take the phone for a $175 credit. I received the receipt 2 days later and went to Apple Rockaway today. After 30 min of back and forth they were finally able to unlock the phone and thry also confirmed someone probably ripped off the serial number and reused it. Again news to me and not my fault. They then told me they would give me a $175 gift card for the trade in but first wanted to scan the serial number of my new Iphone X. They did and then proceeded to tell me that because I purchased my new Iphone at the cell phone carrier location instead of Apple that they couldnt take my Iphone 6s plus and that i’d have to go online with Apple to handle this. They said this was to encourage customers to buy directly from Apple. By this point I was getting angry and asked to speak to a manager and unfortunately the manager was useless saying the same thing about encouraging customers to buy from Apple. Who cares where I bought the Apple Iphone from? Why sell products thru other companies if that is your best answer? I have purchased thousands of dollars worth of Apple laptops, Desktops for my company, more Ipads than I care to say and too many accesories. And you can’t take my trade in because I bought my new phone at one of the cell phone carrier locations they support? Your answer is to encourage customers to buy thru Apple? What your doing is inconveniencing the customer and encouraging the customer to not buy anything at all from Apple. I would reconsider buying Apple products at this point for multiple reasons and I would definitely discourage customers from going to Rockaway Townsquare mall Apple if you have a problem. They are not helpful. I dealt with 3 employees total over the course of an hour in the store and left the store angry and with nothing solved and my old Iphone 6s...

Updated Oct 26: I put one star this time. Hold on, its a long story. I bought iPhone 7. I discovered defect (hissing noise). Replace phone 1 time - okay. Same problem, exchanged 2nd time. They told that it will be a last time. Same problem, I exchanged it 3rd time. SAME! But it is Apple fault. Not this specific apple store workers. So Im okay with that. But today, I came and told them that I want to exchange phone last time. One very rude worker told me "We can't". He said that "Phone not supposed to be ideal, your problem not defect". WAT!? 800$ phone not supposed to be ideal and be without defects?? I told them "So you think I'm a liar? You think I like go to apple store every day and change phone?", after that they told me "Okay, if I change it and it defective what you will do?" I told that I will return it, why should I use defective phone for this money. He told me extremely rude "Okay. I will refund you and take phone back". I told them okay, I returned phone, get my money, went to Apple Store in Wayne, bought another iPhone 7, finally without defects. By the way Apple Store workers in Wayne were surprised of such rude workers of Rockaway "geniuses". I also spent more than 2 days just to get working phone. Everybody here very slow. In every visit here I spend 1 hour of time minimum. See my review below. First time I was very disappointed about phone but not about workers. But now I happy with phone and disapointed with workers of this Apple Store. There are couple good guys and girls here, but mostly it has rude and not competent workers.

P.S. All Sim Free iPhone 7 rose gold 128 from Apple Store in Rockaway were defected. They really had terrible noise from CPU and noise when record video. T-Mobile same model iPhone from Wayne Apple Store had no any hissing noise, but SIRI worked bad. That happened because I did not put off manufacturer screen protector. It covered mic. I found that info from Apple web site, because I didn't know iPhone has 3 mics. OFFICIAL SITE has that info, and Apple Store Rockaway "Geniuses" spent hour to find problem and they did not. They even don't know iPhone construction! Who hires them??

Nov 2015:I'm from another country and this was my first visit to Apple Store ever. Service is good in generally. I came with problem on my iPhone 5. Battery replacement. Manager told me to wait 30 minutes. I came back in 40. Manager told me that phone is ready and I will get it in 5 minute. I was waiting for 50 minutes. And I needed to ask another manager did they forgot about me. And just in 50-60 minutes I've got my phone back. Why they told me to come back in 30 minutes? Why not to told me to come back on 1.5 hour? I wasted 1...

I recently purchased a Mac book air from the Apple store in the Rockaway location. The overall experience in terms of shopping was good. My sales associate was very well mannered. I was upgrading to the new Mac book air. So I was told about trading in my device. They said the process would be smooth and they would add the amount the device is worth to the amount I was purchasing the new one for. Meaning whatever the value of my old laptop was would be deducted from my new one making it cheaper. I though excellent. I decided to use the Apple Card I have since I get 3% back. This was the worst idea. Everything went smoothly till I went to pick up the device. Being that I am a young adult. My family and I used my moms Apple Card. So anyhow we went to trade in my old device to find out that they were only giving me $100 for it . Not that big of a deal. Then we went to apply the money to my moms card to get reimbursement for the new purchase. Come to find out that you need to physically have the card in hand in order for this to happen. My mom was at work at the time and they would not accept photos of the card. Therefore our only option was a gift card from Apple worth $100. This overall experience was a total nuisance. Every time you walk into an Apple store it feels as if the employees are trying to pocket you out of hard earned cash. The experience is never good in a way that makes you want to come back. The only reason people come back is simply it’s Apple. The experience in the store makes customers feel invaluable. Just try to enter an Apple store without some associate coming up to you like a vulture feeding off of road kill. Just think about it you need an appointment to do anything in the Apple store like shop, pickup, or even just look around and browse. Guarantee you if you walk into a store without an appointment you will be told you either stand in some line, make an appointment for something specific or stay in some special area for another associate to come and hound you. Curtesy is completely lost in this store and other such Apple stores. Believe me I like there products I hate dealing with...