I have owned Apple products for some time. For the large part they have treated me well. I had problems with my iPhone the other day. The screen went black and I couldn't "hard start" it. I started with an online chat and they quickly told me I needed to visit a "Genius Bar". I got an appointment and went to the Mall to visit the store. I'd never been to the "Genius Bar" before so I had high expectations. The "genius" (Trevor) looked at my phone, plugged it into a charger and pulled out the SIM card and looked at it. He discovered that a sensor for any exposure to water had gone off and as such Apple would not touch the phone. I knew when my phone had been exposed to a good few drops of water (a sprinkler went off unexpectedly near me). That was 2 months ago and the phone worked fine for two months after that. The "genius" proceeds to tell me he still thought that the water damage was why my phone wouldn't boot up. Well... It's an iPhone 5 and is now going on 4 years old. Battery has never been replaced. I proceeded to tell the "genius" that I had to keep the phone on the charger most of the day as the battery died very quickly now. The "genius" seemed to think that the water damage was still what was causing the phone to not boot up. And... as stated earlier because of said damage there was nothing he could do. Couldn't try to save my photos or contacts. Best option was to recycle the phone and buy a new $600-700 iPhone 7 (not even an 8). Now I understand that Apple wants to protect itself and not repair a damaged phone. And.. I went to a third party repair shop had them put in a new battery (wanted to try my hypothesis and hopefully save all my data). $20 later my phone was up and running good as new!! Thank you Cal at the Santa Rosa Mall. Now what ticks me off the most is that they didn't tell me "we can't help you because of Apple policy but, maybe you want to try to get the battery replaced at a third party (and tell me the warranty is void)" . Instead the "genius" keeps telling me my phone is toast and I need to spend $600. Oops. Today I'm smarter than a genius read more

Bobby and Darren made a complicated iCloud issue feel like a breeze. Super personable, focused, knowledgeable, and polite. Cant thank them enough for coming here, tired, after a work day and making a looming task disappear like magic. Bravo. read more

I generally love the Apple stores because I love the products. I've had great service at many other locations but not so much at this one. The customer service here is JUST OK. I had a genius bar appointment a few days ago and the guy who helped me was nice but not very friendly. He was kind of introverted and didn't talk a lot. He fixed the issue with my laptop, which was seemingly simple and that was it. Honestly, I'm the one who accidentally messed up the location of the startup disk and I could have fixed it myself but I figured I should just take it in to be sure I didn't do anything wrong.. I go there for good service and piece of mind but I shouldn't have to be the one trying to make conversation with you. I just didn't want to awkwardly sit there. Today my husband and I came again to make a purchase. We weren't greeted when we walked in and were walking around the laptops trying to figure out which would best fit his needs. After about 15 minutes, countless employees having walked pass us, he went up to someone to ask how to make a purchase and it turns out we had to check in at the front... Why didn't the people at the front tell us that?! I guess it's been a while since I bought something at the actual store because last I remember you just walk upto anyone and they slide your card and grab your stuff. Also, a manager walked past us three times, never smiling, never saying hello, just stairing at his ipod.. Not even helping anyone else. Well, we went back to the front and waited to get checked it. There was another person checking people in that got two people in front of us when we had already been waiting, but it's fine, whatever.. The guy who did end up helping us was the same that my husband approached and he was awesome. Very friendly and nice. He didn't really educate my us on the differences of the computers but it's probably because my husband seemed to have made up his mind. We had a good experience with him, but not the store as a whole. It wasn't very busy as it's usually packed and I feel like they need to hire friendlier people, especially management. At least say hi if you walk past someone who looks confused. I get that it's apple, your products sell itself, but still, at this point I would rather make my purchases online or on base. read more

I just recently switched to a mac, and ran into troubles when I attempted to transfer files from my PC. I really made a mess of things and thought that I had ruined my computer. "Albie" helped me out and was great. It turns out that I had my "File Vault" turned on and that was what was causing the problems with backups and my memory problem. I only wish that there were more self-help resources for mac users since I could have figured this out myself if the information was out there. read more

Waited in the front of the line for 25 minutes. Not only was the store almost empty, they made me wait for 25 minutes before I just left. I don't know how long I'd have to wait in a line with only me in it but I wasn't in a mood to find out after feeling like a fool for standing outside a nearly empty store. read more

Customer service on a pre order you know I'm coming in a 15 minute window and I wait for 3 different times within the slot I'm writing this in read more

Last night my iPhone 6S died and this morning, at ten, when the store opened, I was there. I had to wait an hour and a half because I did not have an appointment but it was worth it. The service was terrific even though there were about fifty people outside to buy the iPhone 11 that must have been recently released. (They put out bottled water and breakfast rolls for them because that line moved slowly) Even though this new product release caused short-handedness in the troubleshooting area, the staff was cheerful and friendly. Once again, my problem was solved, There was no charge and even had my parking voucher signed. Even though Appl;e products tend to cost more, this kind of service is real value-added. read more

Depending on who you get, the service is either board wring on rude or quite good. This is a matter of trying to cram way too many people through in too short of time. In terms of tech support, I just got my battery, power button and camera replaced for free! Granted this was a phone that was not put together properly in the first place, the fact that they did the "recall" and the replacement at no cost was sweet. read more

I'm 4 hours into my 6 hour wait to see if this store has the part I need for my computer (the very last Apple product I'll ever buy) - a 3 yr old airbook. By the way there is 1 (one!!!) person at the Genius Bar this afternoon. Are you freaking kidding me? Tired of overpaying and not getting better products. The sexy Paganini isn't worth it. read more

Two quick notes: 1. Longtime Apple fan and Mac & iPhone user. 2. Mostly good service experiences at this local Apple store previous to tonight. After leaving my son's phone in the hands of techs for 90mins+, we returned to be told "Your phone has refurbished parts so we can't work on it." Aside from the frustration that news created, when I suggested that they could've texted us a heads-up sooner and saved us a long wait, I didn't receive a response worthy of a major corporation. No real apology or thoughtful commiseration--just a flat affect from an employee who clearly either (a) lacked empathy in general or (b) had limited social awareness as my son was visibly distraught. Customer service here lacks: I believe it's a systemic problem throughout corporate & tech America, in which companies send the message (perhaps implicitly) that since their products are so sought after they need do little to allay the concerns of a dissatisfied customer as there are so many others standing in line who are hungry for their latest gadget or software. Witness the latest lawsuit and tone deaf response from Apple about slowing down their older (!) phones to "preserve" them, and you'll see the potential this company and this store has for seeing individuals as interchangeable consumers rather than savvy customers. I'll think twice before I return here for any service or purchase. read more

Yikes literally the worst customer service here! You won't er anything done for hours

If you buy things here, not just play on the ipods and computers, you might find out what a smart marketing and Merchandising campaign they have goin' on. Everything you buy requires that you use or buy something else you have to buy related to them. (genius!) They also have found a way to get everyone in the universe to speak THEIR language... do you call any other mp3 player anything else than an ipod? The Genius bar is not a place where you get a smoothie... The geniuses who work at that Bar are your lifeline! Sometimes you just need someone who has been updated on the latest and greatest that has been loaded into the towering turbo charged dual or quad processing "Beauty" the machine that can break you down into a fetal position faster than you can say superdrive! It is good to know you have a place to go when you have a need with your apple...OH How I want one of the fast quad core gems! We used to be relegated to the back of the bus so to speak... the small one isle section at the computer stores! We have had apples since the Lc2 days! Yeah for the apple store!!! read more

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Hubby went to the sprint store trying to upgrade to the newest iPhone, they wouldn't sell him one out right and couldn't explain why. They would only do lease to own, but if you don't pay it off exactly at the end of the contract you stay on the monthly rental plan and don't get to keep the phone? Went to the apple store and they had both payment plans (including apple care) as well as cash for the phone. Brian in the scally cap helped us buy one for cash, got us a case, and got the new phone switched over to our sprint plan. He even helped us track down our sprint PIN number and was very patient as hubby tried to remember his sprint username/password and get it all reset. Hubby is in love with the new phone and I'm impressed with the service at this apple store! Thanks, Brian! read more

When I call for support, I don't mind one or two computerized interactions, but Apple uses ATM technology to an extreme. I tried 5 times to talk to a human who could answer a few simple questions about local services; I kept getting passed to the automated system, so I called another local service provider, and they'll getting business from now on. They also had a loud and obnoxious soundtrack while you are on hold. Wish I could give them a - star read more

Before I went to this Apple store I read the reviews and wasn't very excited to go. I have been to many Apple stores and generally agree with the negative ratings. However, I went with a friend and I can't say enough about the help we got. I have a shout out for Jamal Freeman and Kiauna Philips who were both extremely patient and attentive. I know it's easy to write bad things but I want to stress the positive. I had to go back for my own problems a few days later and also received excellent service from Steve Brown. Thanks everyone!! read more

Made an appointment for 12:40pm on a Sunday to fix my macbook, now it's 1:20pm. It doesn't take a genius to figure out that if you tell me you'll be ready for me at 12:40 and now it's almost an hour later, you screwed up! Don't y'all have rose gold watches that connect to you to reddit and your home refrigerator and shit? How bout one that tells time?! I feel like Jerry Seinfeld at the car rental place. "Anybody can take reservations... the point is HOLDING the reservation". I'm out! read more

My husband and I went into the Santa Rosa Plaza Apple Store to activate our new iPhones. Eli was the employee assigned to us. Eli is personable, thorough and very intelligent. Our experience was pleasant and enjoyable due to Eli. His patience and ability to explain were amazing. Kudos to Eli! read more

So the guy up front said that the cracking sound my new $1000 phone makes is a hardware issue and it would be fixed under warranty. The crack is very loud and obviously not normal so I accepted an appointment an hour later. I waited around and when it was finally time the guy helping me said it was normal and there was nothing they could do like wtf i waited an hour for this guy to say it's normal that my iphone 12 pro screen pops loudly when pressed down a bit? I have AppleCare+ with theft and loss and it's still hard to get my phone fixed read more

Horse crap service! We were told we were checked in. We could go sit in the chairs outside the doors. They would text us when it was our turn. About 20 minutes. 30 minutes later we check to see our status. Got told by a snarky young overly-caffeinated woman we had lost our place in line because we sat outside. That we hadn't been checked in after all. When I demanded a manager, I got raised eyebrows and more snark. She told the manager we were confused. That they have a system. And we couldn't leave the store. Else we lose our place. I may be a lot of people things. Confused isn't one of them. read more

The customer service here never fails to impress. Two reps out in the hall getting customers in the que a half hour before the store opens. You guys rock. Thank you. Apple is the best, &#$^% the rest! read more

I'm not sure what to make of the other reviews tearing into the store for poor customer service, because I've always been asked if I needed help within taking two steps into the store, and directed to someone for that help almost immediately. This is your basic little Apple store. It doesn't even come close to the stores in San Francisco, New York, etc, but they have everything you need to satisfy your Mac craving, along with the Genius bar to solve your problems. We recently had to visit there twice for defective iPhones, and both times we got the appointment times we wanted at the genius bar, and we were in and out of there with no issues. Everyone was very professional and friendly, and I'd go back in a moment if I needed something of mine replaced or repaired. It does seem like they are *always* busy when we go there, so they definitely are doing something right! read more

Picked up my awesome new Apple Watch and Roseanne was my helper. She got my package and then walked me KINDLY through the set up process. She quickly deduced the ways I might want to use it and then patiently explained and showed me how to. Wonderful customer service. read more

I purchased a Mac Book Pro in 2014 and I have always experienced problems related to the power port and cord getting extremely hot. I've taken my Mac to the "genius bar" several times but they can never seem to nail down the issue. Every claim to diagnose the problem seems like they're guessing and nothing they have done to my Mac has fixed the problem. For the amount of money these Mac's cost I would expect better. Overall I'm getting frustrated by this persistent issue as well as Apple's approach to fixing it. read more

This Apple Store is a nightmare. First, it's really small and you feel claustrophobic every time you're there. I prefer to go to the Corte Madera Apple Store, where the customer service is fabulous. I've gone to this store multiple times because it is the closest. However, they don't even know their own stock. Someone will assure they have something in stock and will come out to say they don't have it. Or one time I was there and I just wanted information on compatible FM transmitters for my car and the guy helping me couldn't give me a straight answer. In the end the false information cost me $40 of a crappy FM transmitter that wouldn't work with my ipod touch. If you're going to an Apple Store don't go here. read more

The worst customer service period. Was told the wait was a hour to a hour 1/2. That was at 1:17. Its 3:25 and they say it will be till 3:45. Apple products are pretty good.. apple customer service and efficiency.. yikes. It's like "the Verizon" experience read more

Very poor customer service and a rude snappy manager who tries to talk over you instead of patiently listening. I was told my order for a battery would take 7 to 10 days by the in store clerk. After two weeks I called and found out it was going to be two months or more. Someone should have notified me of this and the manager is useless. She seemed only to be able to reiterate in several different sentences over and over that my phone was really old and Apple has to make a new battery just for my phone. Really...you mean the IPhone 4s is an old phone? Old really...How old?...like really old? Duh....! Not buying a new phone....it works fine. She gave no other options. Fortunately I was back in Northern Michigan and remembered there was a Batteries Plus store. They put in a new battery that was in stock in 20 minutes with lovely friendly service. The Apple Store in Santa Rosa was useless and I had to hunt down my options on my own. New battery for $60 or newer IPhone for hundreds....my phone works great now. read more

My name is well doesn't matter. I been waiting for a while now and no help and my butt hurts. They say we will help you in a minute and then 10 mins pass and nothing. Then people pass me by and nothing but oh yea they can go for ice cream and stuff but not help me and it's annoying. They can't do their job right. No wonder it's not even 5 starts in yelp. I am tired of this please fix this because it's annoying and they keep fake smiling and acting nice but they aren't working but wait they are wearing ice cream. You have a terrible costumer service. read more

Awesome. We spent about an hour in the store purchasing and setting up an ipad, and also learning a lot of tricks about the iphones. We did go through about four or five employees, each with a different expertize, and with only one very minor exception each of them was extremely knowledgeable, friendly, helpful and polite. I have been a Microsoft user for 20 years, but I think the time has come to convert to this seamless technology and customer-oriented business model. Thank you Apple! read more

I always receive great customer service; don't know what took me so long to convert to Mac from PC but never been happier... 3 years and going strong! read more

The store itself is tiny. Which is a little frustrating in terms of limited inventory and trying to get to things. That said, I'm thankful that there is an Apple store in Santa Rosa. Visited for the most recent iPad 4G launch. They were well prepared and friendly. Offered water and coffee to people who were waiting. Checked to make sure everyone had their Apple ID if they wanted in-store setup. Handed out cards for the model you wanted to allow things to proceed quickly once they opened the doors. I was pleasantly surprised that they had staff from the business group on hand, and they even called me a few days later to follow up. read more

Updated review. 12/22/17. Apple just got caught with their trousers down and they are now exposed for being dishonest about throttling older phones and their reluctant to replace their batteries so that we buy a new phone. Audios Apple! Samsung gets my business from now on. How do I become part of the class-action lawsuit? read more

Thanks to u all cami is so patient and kind thank you and pretty shes so awesome y'all are ! Thanks apple store team !

Worst service, long wait time, and poorly trained staff. I'm a long time Apple user and I love my computer. HOWEVER, Apple Store in Santa Rosa needs to do some serious employee training, on all levels from technical to communication skills. I've taken my computer to the Genius Bar 3 times for a problem that's been going on since I bought the computer. Instead of properly investigating the problem and then fixing it correctly the first time, they did superficial diagnostics and no real investigation regarding the problem. Each time they handed my computer back to me and said there was nothing wrong with it, without any other explanation. It took me 3 visits and many hours of my time on the phone and in the store, for them to finally get it right and fix the problem! I use my computer for my business and each time it costs me lost wages and time out of my extremely busy day. Even if you've booked an appointment, plan on waiting at least 40 minutes, or more than an hour, before you get someone to help you. When you arrive, you have to search for the person with the "blue tablet" to sign you in, and then tell you where to wait. The store is always in chaos so searching for the "blue tablet" person is another unpleasant task that you have to go through. I have been wanting to purchase a new Apple product, so I decided to learn more about the product during that long waiting period. I should have guessed, I could not find one Apple employee who could answer my questions or demonstrate the product. I decided not to make the purchase. Also, their online system to book a Genius Bar appointment is often not accessible or working properly. read more

I have been a long time Mac user for almost 30 years. At once enamored with all things Apple, but now just "meh". I find Apple's offerings to be quite constrictive and only use their desktop computers due to frustration with iOS since 2010. This is a review of my recent Apple Store experience, not about Apple the company. I was recently doing a field repair of my iMac 27" and made a simple but calamitous mistake rendering the motherboard non-functional in one very important aspect - no screen. I freaked out as I did not want to buy another computer as this one was fine until I mucked things up. Since the iPhone explosion, I have avoided the Apple Store like the plague. So, I first called Apple care and after a 10 minute hold, I was advised to go into the store. I didn't want to do this because my previous experinces have been like bringing a child to the mall on Xmas eve to get a picture with Santa. You know what I'm talking about. So, I tried to get more info with a local Mac repair shop to avoid this. They couldn't give me additional information (other than a rough estimate) until the following morning when their parts supplier was available. I succumbed to calling the Apple Store. I get this young woman on the phone who proceeds to tell me everything she thinks I want to know without any relevance to what my questioning was going to be. You know - verbal vomit akin to Linda Blair in the Exorcist. Sorry, I can't stand this kind of employee-centered service. No curiosity, no wonderment - she's heard it all I suppose and on auto-pilot with this spew. At any rate, I hung up dissatisified and made the decision to brace myself for a near hell experience. I walked into the store - no madhouse, yet busy enough to make me wonder how long the wait might be. I was directed to an associate, checked in and had a 25 minute estimated wait time to see one of the proverbial genii. I was pleasantly surprised to wait only about 15 minutes when I found myself at the bar with a dude genius. I was pleased to have the exact opposite interaction than what I had on the phone initially. No condescension or pre-ordained truth; just genuine listening and intelligent discourse. He met me where I was at and I was on the road to repair within another 15 minutes. Much easier than I was expecting. I was told 3 to 5 days to get the part and to expect a call when it is ready. He even offered to install the new OS on my computer - YES... BONUS and relief form anxiety. Thank you sir. I received a call in 3 days and it was done. It also turned out to be less money than a 3rd party repair. All in all I was pleased. Pick up was easy and uneventful. I think if your expectations are realistic, then the Apple Store is slightly better than average value. It's mixed and timing dependent, but what else in life isn't? Really. (3.75 stars) read more

The new, larger Apple Store is really nice. After I upgraded my iPad's operating system my passcode would no longer work, so I went in to see if they could help me with it. I went to the iPad table to check out the new ones, thinking someone would come help me. A couple staff member were just standing around chatting with each other, so I approached them to get assistance. One off them brought me to back of the showroom, and then that guy took me to the Genius work tables. I thought it was a little interesting that I went through three people for this little task. I was told there was no work-around for the passcode, so they just helped me reset it. I could have done that on my own, but they were helpful in the process. read more

This Apple Store has always exhibited courteous and excellent customer service. The managerial staff as well have always taken extra steps to make sure my concerns and issues are well taken care of. As a doctor and a business professional trained in customer service, I am keen to these details and have consider this in my review and 5 star recommendation. read more

Trevor, what an awesome employee the Santa Rosa Mall store has in him! My story: Yesterday while towing my trailer towards the Mendocino Coast where I planned to camp for a week, see friends, have them over to the campsite to see the trailer, and cook them all dinner...My brand new, had if for less than a week, iPhone quit working. Ugh. I was near a town with both Verizon and Apple stores. First I went to Verizon Kiosk in the Santa Rosa mall and explained my iPhone DIED... (as that is who I bought the phone through), the oh-such-a-good-listener of a clerk said, "you have to use your phone and call 611 for support". I explained, again, that the phone was not working in any fashion at all...saw that he had a landline on his counter and asked if he could call Verizon to help me..."sorry that phone isn't for customer use. You'll have to call them yourself". Ugh, I explained AGAIN, that I was traveling, had no phone ('cuz it died) and the clerk again said, "you have to call them yourself." ARGG!!! On a whim, I went to the Apple store where a wonderful clerk, Trevor, tried to reset my phone several ways, apologized for not having the same phone in stock to trade me...then set it up to have a new phone delivered to my bestie's house since I am traveling right now!!! And he moved the SIM card from the non-working iPhone 7Plus over to my "old" phone so I am not phoneless/mapless while I am on the road!!! read more

Returned an iphone. Quick and simple, the first red shirt we saw was able to help us.

Terrible support. Came in for an issue with battery life and phone's touch display, which has been extremely poor. I am traveling from East Coast and am desperately needed to fix the phone. Ran a diagnostic and did not find an issue. I requested to replace battery anyway due to safety concerns while traveling and tech refused because it battery didn't fail. I have 6 apple devices and am not only shocked that a Customer can't pay for a repair, but they experienced the touch display issue and then told me it didn't fail when they ran the diagnostic. I will not be be purchasing the new iPhone 8 as a result in a few weeks. Emily, the individual that checked us in was very welcoming and extremely helpful. She also experienced the touch display issue and reminded me to have the tech check it. Mostly..shocked that I shared that I am traveling and have safety concerns and still refused to repair. I had no issue with the cost. read more

The people at this store have always made my experience amazing. From the technician who helped me with my phone to the security guards for the store who were very helpful in helping me figure out the new process the store had for Covid reasons. Thank you for your amazing customer service! read more