Apple Oakridge — Local services in San Jose

I came in right at opening today on 4/22/25 and noticed a man crouched near the entrance opening the electronic doors. I spotted several other staff members near the center floor as others dispersed towards their appointed locations. They'd just finished up with a pre-opening prep talk and everyone seemed rallied. However, as I walked in, no one greeted me.

Sure, I came in right as the sliding glass doors were coming to rest, but still....

The people that came in before me were quickly greeted and swept up into their appointed schedules and interactions, and I drifted to my right towards the phones on display.

A tall man with a white beard greeted a couple that came in a few seconds after me, but I, like a shadow, continued to go unnoticed.

Eventually a young Asian lady, after greeting another customer, noticed me and said hello. I was a bit put off by being ignored and this is after having a total crap experience at an AT&T store where a hobgoblin deigned to give me the slightest interaction--what a joke that was. I was concerned, fearing some curse had befallen me, doomed to never get a phone replacement. What happened to the glory days of premium customer service? Was I that out of the loop?

However my fears evaporated instantly, as this Apple rep engaged me and helped me select a phone, prompting me to consider the new iPhone 16 over the 15 which I was considering. She gave excellent reasons as to why it was a better choice, and was forbearing enough to let me express my disgust with everything having to have gratuitous trappings like 3 lenses for a camera I'll rarely use, and how obtuse and large phones have become--all things inflating the costs of what once were phones to ridiculous levels.

She clearly didn't agree but she let me be a cantankerous old man with a neo-Luddite's sensibilities for a minute and helped complete the sale.

Her salience and experience came through to the end when she asked if I had an appropriate charge adapter. I didn't, of course, and she added one of these to the sale, which is great on her, but bodes very poorly for Apple in general. Hey, Apple, multi-trillion dollar company, give your damned customers a charge adapter WITH their device purchase for crying out loud. You cheap-o goofballs. What in the actual Hell is wrong with you?

Anyway, Vy Le (I hope I have her name right) was absolutely stellar, helped me sync my newly purchased phone with my old one, transferring the phone number, etc. and even offered me a seat several times as I waited.

She was super patient, even though I was put off by being ignored initially and probably came off a bit gruffly to begin with, and took it upon herself to properly set up my phone, even waiting as I struggled to remember my unlock pin. (I felt like a lot of people were staring at me, so I sort of blanked out.) Anyway, Vy Le, 5 out of 5. Very nice lady. Super professional, very polite, and charming. Stellar experience beyond the...

INCOMPETENCE, UNTRUSTWORTHY AND DISHONEST APPLE EMPLOYEES!!!

On 09/05/22, my friend and I went to the Apple Oakridge store (105) in Oakridge San Jose for a liquid damage diagnosis on our newly purchased MacBook Air. Maria, a genius bar agent, took our Air to the back and opened it up for inspection. When she returned the laptop, the bottom cover was improperly closed. When we pointed out the opening gap, Maria pressed firmly and squeezed on the side. She handed it over to us, indicating she had already fixed the opening. However, we found that the bottom cover was still loose, and the gap was even bigger on the other side. We immediately requested that Maria fix the problem. She took the Mac back again, and when she came out with our laptop, the problem still existed even worse than before. One can easily see the internal parts through the gap. Moreover, Maria did not secure one of the four bottom screws leaving the cover unsecured! Maria stated that she could not close the Mac and that there was nothing else she could do to address this issue. We then requested a manager. Erin gave the same conclusion but offered a 10% discount on the $999 repair service we had already DECLINED. In other words, they left us no choice but to leave the store with our Mac damaged by Apple’s misconduct without getting fixed or properly compensated. We immediately called Apple Support, hoping to at least get our laptop closed up as it initially was since a damaged and unclosed condition is unsafe to use. John at Customer Relations/AppleCare took over the case but never contacted us to update us. He even lied on the case note that he had called my phone twice when that never happened!! Eventually, I had to call them back to find out that Apple would not budge: they would NOT fix the bottom closure unless we paid them to replace the device. It’s ridiculous but true that Apple’s employees are completely INCOMPETENT. After all, they don’t even know how to close up their product after opening it. They are completely UNTRUSTWORTHY. They did not take any responsibility when they damaged my personal property. They are DISHONEST people because they deliberately lied about themselves when a customer submitted a complaint to them! Even worse, as a Genius Bar agent, Maria intentionally hid the fact that she didn’t properly close up the device and lied to her manager, Erin. As a customer, we learned that we are unimportant to them. Being deeply disappointed and frustrated, we are sharing our true experience and hoping more people can luckily avoid this...

Apple = thief's accomplice?

Technician in Apple Store Helped Thief to Erase My Macbook Pro While It was Playing Alarming Sound.

My macbook pro was stolen in San Jose Public Library on 07/15/16, I requested police officer for help immediately and used "find my iPhone" to locate my laptop as well as "playing sound". 20 minutes later my laptop appeared near Oakridge apple store. I drove to this apple store right away and arrived in 20 minutes. I thought I would catch up with the thief and report to police, because if the thief seeking help from apple store, he must make appointment with technician, which ALWAYS needs long time to wait. However, the manager told me that a man just stopped by with a "playing sound" laptop and asked to erase all the data. Surprisingly, the technician erased the STOLEN laptop immediately, WITHOUT validation of anything!! My laptop required password to login as well as displaying my name on the screen, and it was registered with my Apple ID and password. However, apparently, the thief doesn’t know any information about the laptop, and most importantly the laptop was PLAYING ALARMING SOUND!! The technician here even didn't check thief's ID or name, just immediately erased my laptop and let the thief go, WITHOUT any sense of security and responsibility for customer. Such a weird thing just happened, I really can’t believe it. It looks like this apple store is so convenient to the thieves, so RIDICULOUS and UNACCEPTABLE. I already reported to police and requested for a camera record release. The store refused me to talk to the technician for details, the manager said she didn't want the involved technician to be interviewed by the customer. I was TOTALLY SHOCKED by the whole thing. Oakridge Apple Store is always crowded but the thief just did the thing very quickly, no waiting line. I feel like my macbook pro was stolen by the thief and the apple store. This apple store don’t care about customer at all but thief friendly.

I have already talked to Apple customer relations and Apple Care department about my situation, nothing help. The whole thing is WEIRD AND RIDICULOUS, it looks like the apple store cooperated with the thief in a good way.

I appreciate if you have any comments and suggestions, and please share this...