Apple Valley Fair — Local services in San Jose

I am shocked at what I got at Apple store, Vally Fair Mall, Santa Clara, at 10:30 AM: I have been apple loyal client for so many years, and as an IT works for an organization that spends millions of dollars a year on Apple products, we even have a person hired by Apple to manage our requests directly. I am in interaction with Apple products, and I recommend Apple products for my clients but today’s experience was completely different at the store, and I want someone to tell me, is this Apple’s new way of customer service or it was just one incident?

What I saw was completely unprofessional, unsafe, and unhealthy. I went to apple store to get iPhone 7 Plus; I went to the store asking for help; someone told me you have to wait outside to be lined, someone will help you there. I said "sure, thank you." But when I went outside I found someone taking people’s wishes and re-queue them again to another line next to it. These two lines are few meters away from the store because it’s in the Mall hallway. Another line is located outside the door; the staff member migrates the second line into a smaller group beside the store.

Now I was waiting, and it was forever, what I saw was shocking.

1- Unsafe: having these stands in the hallway to help in lining people is completely unsafe in case of fire or earthquake, we are in Bay Area.

2- Unhealthy: It’s not healthy to stand for one hour without moving. It’s unpleasant experience, painful.

3- Unprofessional: It wasn’t professional in many ways: Organization: The line wasn’t moving, I requested to speak with a manager, the response was that "I would try to get more resources from inside." I couldn’t believe that you have four people just to put people in line, why don’t they just help them. It takes less than 10 minutes to sell an iPhone, this mean that you can help 4 people every 10 minutes, a person/ 2.5 minutes. Poor handling: I went to ask for the second time, I said I really want someone that understand my situation, a person said, I am a manager, and I am aware that you spoke with someone, the average iPhone purchase takes about an hour.(Really???????)

4- Unethical: I was talking to the people in the line, and we realized that Apple was just using us as a show. They wanted the store to look busy, (It’s a cheap marketing way to look outstanding). After waiting more than 30 minutes with no single move, I got very disappointed because I see the staff wasn’t busy and the line isn’t moving, I spoke again with the manager, I asked “Please help me to understand, why it’s taking too long? Why purchasing iPad or any other thing takes less than five minutes, but we are waiting outside for so long?” He said that there are two answers, I will say that we will try to get things moving

I said this is what I see; you are just using us as a show to make the store look busy, he said “This is your opinion, and you are entitled to it, not everyone feels the same” I said, “ How do you know?” He answered, “We ask people.” Of course, that wasn’t true because I was in the line and no one got feedback from us.

Now, that was unsafe, unhealthy, unprofessional, and unethical (Because the store manager was wasting our time to create traffic ) is this is this what we deserve for our loyalty to Apple? Is our time too cheap to use it as a marketing show for your store? I can’t believe that Steve Jobs was striving to cut the operation system start up time for one second while the store manager is intentionally wasting 3600 seconds...

AVOID THIS PLACE AT ANY COST. Incompetent, disrespectful and rude management and overworked undertrained and utterly unqualified staff. I have been to this store 5 times in the past 3 months. Each time technical specialists did not 100% know what they were doing. They can destroy your data! Came in to replace the cracked screen. Genna looked at the phone and ran diagnostics. Diagnostic did not pass and Genna recommended to replace the phone. There was no phone to replace with in stock. Genna said the phone would be in a few days in stock. 2 days later store got the phone and told me to come in for a swap. Came over for a swap and Melissa started swap process. Melissa did not know 100% what she was doing and I asked if she could get someone experienced because I did not want to lose my backup. Melissa left me alone saying that someone would be helping me out soon. I got message on my phone saying shopping session was scheduled. Billy came by asking what I was shopping for. I said i was not shopping. Billy started asking questions on what I was doing at the store. I explained everything we went through with Melissa. For some reason my phone number wouldn’t activate on new phone. Billy called ATT and ATT was asking to verify message which I couldn’t receive because old and new phone were not active then. I asked another associate for help and he managed to activate new phone without contacting ATT. I started restoring from backup and phone got deactivated again. It was 2 hours since I came over for a quick swap. I asked Billy if he could call the other guy who activated the phone. Billy came back with Michael Richey, arrogant, ignorant, blatant and overly calm personality with condescending look on his face. After explaining to Michael Richey the whole story he concluded that I had to go and resolve my problem with ATT. I disagreed saying that Apple did mistake while swapping the phone and that the other Apple associate activated phone without ATT. Additionally, I never have to call ATT to activate my phone. It happens automatically after Apple specialist moves SIM card from old phone to new one. Michael Richey did not want to listen and kept saying if I want to solve problem I had to go to ATT. I asked Michael Richey for someone who knows what they are doing. Michael Richey left. The next person stepped by was Connor. Connor was pretty intimidating and passive aggressive towards me asking to go and resolve the problem with ATT. I asked Connor for his manager. Connor said that he is the lead of the store and that I would be waiting for manager for a long time. I just left because at that point there was no one to talk to. Very frustrating and disappointed in Apple corruption. Looks like employees did not get trained. Will be going to other stores but will definitely...

I am astrologer Vinay Grover from India, currently visiting California, specifically San Jose. Yesterday, on June 1, 2024, I had the pleasure of visiting the Apple Store at Apple Valley Fair, located at 2855 Stevens Creek Blvd STE 1025, Santa Clara, CA 95050, to purchase the new iPhone 15 Pro Max along with the iPhone 15 Pro Max FineWoven Case with MagSafe in Mulberry. As an astrologer, the Mulberry color resonated perfectly with my astrology color theme, creating a beautiful connection to my work and personal aesthetic.

My experience at the Apple Store was truly exceptional, and I must highlight the outstanding service provided by Damoun. From the moment I walked into the store, Damoun greeted me with a warm smile and a professional demeanor. He was incredibly knowledgeable about the products and took the time to explain all the features and benefits of the iPhone 15 Pro Max, ensuring that I understood how it would meet my needs.

Damoun’s expertise and patience were evident as he walked me through the different options for phone cases. When I expressed my preference for a color that aligns with my astrology theme, he recommended the Mulberry FineWoven Case with MagSafe. His recommendation was spot-on, as the Mulberry color not only looks stunning but also complements my professional image perfectly.

Throughout the entire purchasing process, Damoun remained attentive and courteous, making sure that I was comfortable and satisfied with my choices. His ability to balance professionalism with a personal touch made my visit to the Apple Store a memorable one. I felt valued as a customer and appreciated his dedication to providing top-notch service.

In addition to his product knowledge and excellent customer service, Damoun also shared some useful tips on how to maximize the use of my new iPhone and its accessories. This information was incredibly helpful and demonstrated his commitment to ensuring that I had a seamless and enjoyable experience with my new device.

I am deeply grateful to Damoun for making my visit to the Apple Store such a positive experience. His exceptional service and friendly attitude turned a routine purchase into a delightful experience. Thank you, Damoun, for your professionalism and for going above and beyond to assist me. I highly recommend visiting the Apple Store at Apple Valley Fair and seeking out Damoun for anyone looking to purchase Apple products. His service is truly exemplary.

Thank you once again, Damoun. Your assistance made all the difference, and I look forward to enjoying my new iPhone 15 Pro Max and...