Apple Santa Rosa Plaza — Local services in Santa Rosa

Very frustrated and disappointed by Apple. I tried to make an appointment because my phone wasn't able to charge, inevitably causing it to die.. but, to make an appointment, the only way I found was in verifying a code sent to the phone (which I was unable to get, because it had "died"). So, I decided to take my chances and walk-in.

I've never been inside an Apple store before and the first time I walked in, no one greeted me or made any eye contact with me to see if I needed help. I looked around.. waited to see if someone would appear at the genius bar or recognize I was out of place.. but, no one did. ok, no biggie.. I just interrupted two people who looked like they worked for Apple and were talking with one another to see if they could help me. The person was friendly, told me it was an hour wait time - thats fine.

Arrived back in an hour, was greeted by someone really friendly who waved me over. Told them I had an appointment, they told me to take a seat at the genius bar and someone would be with me. Sat for about 10 minutes, people watching and feeling overwhelmed by the store's overall energy. Someone came out, I told them what happened. They pulled out some tools and ran some diagnostics. He told me it was the brain of my phone and they were unable to fix it. He said he couldn't help me and I either needed to buy a new phone or could get the same phone (which he didn't recommend) I asked him, "So, if this was your phone this is what you'd do? How do you know it is this and not just a charging port?" He said yes and he knows this because of experience. He wasn't legally allowed to fix my phone without a warranty it would work. He said there were places in the mall that can fix phones but he cant technically suggest this and has heard of many scams.. so, if I were to do this, to not pay too much.

It was really disappointing and baffling to me, that the company who made my phone, a "Genuis", couldn't fix my phone.. Part of me just couldn't accept this and I lost a lot of respect for the company in this experience. So, I walked out, heartbroken.. thinking I may have just lost my phone and all its data from 7 years. ( I was a fool and didn't back up my info, my hard lesson to learn) ..

I'm walking through the mall, back to my car, when I see a booth with the sign, " WE FIX PHONES" . My heart lit up because I felt the intention was real. I walk over, explain what happened, how I just came from the "Genius Bar" and no one could help me. This person was an ANGEL and gave me such peace of mind, walked me through the process.. checked to see if my phone could take a charge, WHICH IT DID. Said it would be $65 for a new charging port and would take about an hour. GREAT. I come back in an hour, my phone is ON and CHARGING. My heart rejoiced and was entirely dumbfounded how it all unfolded. Total time 3 hours, $75 and many mixed emotions. I do not see myself buying another Apple phone or product. I'm all about fixing things until they truly aren't usable.. not just buying a new one because that's whats most "convenient". This is not sustainable. I'm disappointed that a small booth in the mall had the right tools to diagnose the real problem of my phone and Apple wasn't. This makes no sense to me. I'm happy my phone works now, and I'm grateful for this phone.. but wow, what an experience. I hope to never go back to an Apple...

I went to the Santa Rosa, Ca. Apple Store June 26 th around 12 noon to upgrade my phone, watch and iPad . I was greeted by Mavis (?) ( sorry no name tags on anyone) that assisted me in finding what I needed. I was charged for the entire package on my credit card. I received a text alert from my visa and I responded on my phone. She then said that she needed to refund my phone purchase so to transfer my phone number. So she transferred my phone number to new phone and re purchased the phone. The bank declined the charge and sent me a text alert message to my old phone that could not receive texts.

This started a 3 1/2 hour process with Bradiego ( I know I’ve missed spelled, and still not name tags)gentlemen came and replaced her. ( He wore a mask)He tried to troubleshoot how to restore my phone number to my old phone. Because phone calls to the credit cards that would not allow any other verification, except text. The fraud depts of Citibank and Bank of America did not believe that my phone was locked and unable to receive texts.

Unfortunately Apple representatives were unable to find my phone number. It had not been transferred to the new phone. They could not transfer phone number till I paid for it. He got on the phone with AT& T and me on another phone ,getting verification that my husbands phone line was also on my account he was able to trace my phone number with confirming texts from him. He was very kind and kept apologizing for the inconvenience. It wasn’t his fault, he was trying to undo a mess.

After 3 hours, my phone number was restored to my old phone and I was able to confirm the text to pay for the phone.

I was then moved to the set up table , where a delightful gal helped with my phone setup and watch setup. When it was iPad time , her attention went to a elderly lady and friend that needed her to be close by. Then they wanted to buy watch bands, which she graciously help them. After waiting 15 mins I told her I had to leave now after 4 pm. My iPad was not set up. I was exhausted and was starting to lose my patience.

Now the today I am sitting in the Bank ofAmerica for an hour with a manager with photo id’s to reactivate my credit card due to the volume of fraud alerts stimulated from yesterday’s interactions.

I was very disappointed in Santa Rosa Apple stores customer service, there seem to be no respect for my time. After sitting there for 3 1/2 hours, I would hope the set up would be expedited, but it wasn’t.

I will continue to use Apple products ,but am disappointed in your customer service. From the “ mistake of losing my phone number”, having to spend time at the Bank undoing the fraud alerts and freeze, to charging me for the Apple sack , that I did not request. It would have been reassuring to have a manager or lead person acknowledge what was going on, rather “than backs turned in a huddle every time my tech went to discuss with them”.

I’d like to hear from the leadership team their thoughts, and...

Title: A Disastrous Encounter with Apple in Santa Rosa, California

As a devoted Apple customer since 1994, my recent visit to the Apple store in Santa Rosa, California, has left me utterly disillusioned. Excitement for purchasing the latest MacBook Air quickly turned into a nightmare due to glaring shortcomings in both sales and technical support.

Upon entering the store, I approached the sales team with enthusiasm, eager to learn more about the new MacBook Air's features. However, I was dismayed to find that the salespeople lacked the knowledge and understanding necessary to provide informative assistance. Their responses were vague and uninformed, a stark contrast to the expertise and passion I once associated with Apple's sales staff.

In addition to my MacBook Air purchase, I entrusted the technicians with my old laptop for minor repairs. Unfortunately, what should have been a routine procedure turned into a devastating outcome. The technician mishandled the repair, causing significant damage to my laptop. The distressing realization that a simple repair request had escalated into a catastrophic incident added to my disappointment and frustration.

Throughout the ordeal, I sought a swift resolution to rectify the damage caused, but my attempts to seek redress fell on deaf ears. The customer service I encountered in Santa Rosa was nothing short of lackluster, as my concerns were met with apathy and indifference. The inconsistencies in information provided by different representatives only exacerbated the situation. Apple, a company that once prided itself on top-notch customer support, now seemed to have forsaken its commitment to resolving issues with care and efficiency.

I even demanded to speak with a manager to resolve my situation, but to my dismay, the poor lady I encountered was even more unresponsive and unhelpful than the salespeople.

As an Apple loyalist for nearly three decades, I had always expected a seamless and positive experience when dealing with the company. Regrettably, the deficiencies in both sales and technical support during my visit, coupled with the heart-wrenching damage to my cherished laptop, have severely eroded my trust in Apple's ability to uphold its reputation for excellence.

In conclusion, my recent encounter with Apple in Santa Rosa, California, has been nothing short of disastrous. The lack of knowledge and understanding displayed by the salespeople, coupled with the negligent handling of my laptop by the technician, and the unresponsive customer service have left me questioning whether Apple's commitment to customer satisfaction has significantly waned over the years. As a long-time customer, it pains me to consider seeking alternatives, but I can no longer ignore the glaring issues I faced...