This is high tech. You bring your device in for what should be a simple fix and you wait in a long line to get "scheduled" then, they sit you at a table on uncomfortable stools where you are expected to wait 2 hours for your turn! No screen with where you are at in the cue. No we will text you when you are number 4 in the cue. No little buzzer devices like they use at Outback! Don't leave or you will lose your place in line. A whole pile of cords in the center of the table every so often but, not one with an end on it that you can use to charge your iPhone, iPod, iPad or MacBook. Un-flicking believable! I am waiting for them to then tell me it is going to cost something to fix my kids MacBook even though it crashed during an update. Stay tuned. read more

I walked into a very busy store to get my cracked screen cover fixed. I almost left, then an associate asked what I was looking for, I showed him my phone and he took me right over to my savior, Drew. After he finished up with the people before me, Drew swapped out my screen cover and entertained me at the same time. The whole process from walking in, to leaving with a fixed phone was 5 minutes. I always dread going in because it always seems so busy, this was amazing. Shout out to the staff, you noticed a person on the verge of leaving and fixed me right up. Drew's service made me reconsider ever going elsewhere for help. read more

I loved this store. I spent $4000 there for all my apple needs - iPhone, iPad, macbook pro and software. Amazing service. Great attention; - Kasi Nath read more

Horrible Genius Bar! My iPhones battery is very bad and I have the warranty! The guy who was helping me, told me that there was nothing wrong with my phone and simply stated that Facebook was the issue!! First off, I don't use Facebook on my iPhone. The battery is bad because it drains as soon as I unplug it from the wall. I'd rather go to Partridge Creek! Much better service and they replaced my battery because it was not in a good condition read more

I literally HATE the Apple Store!! You make an appointment and you are still waiting an hour after your appointment to be seen!!!! Are you kidding me!!!??? They have employees there that walk around aimlessly and do nothing but take your name down and tell you it won't be long!! Put them to work!!!! Even customer service on the phone is TERRIBLE!!! read more

I have used this particular store multiple times and it is the same as about every other Apple Store other than i felt like I was being "upsold" on everything. I felt like I was at Best Buy. read more

I would not recommend this apple store to anyone. If you have another option - take it. I brought my computer in and they replaced the logic board and hardrive (the latter they neglected to tell me about until I had lost everything.) I get the computer home and it still doesn't work. So I brought it back and am told that the logic board is malfunctioning but apparently my warranty ended 3 days after I brought it in the first time. They are now trying to charge me nearly $300 for the repairs that they screwed up in the first place. End of this tragic story: I have to challenge the apple store on payment responsibility, I lost every file on my computer (including 2,000 worth of software), and it has been a very stressful first week of school (My senior year of college) with no computer. The apple stores solution, spend $1,500 on a new computer and return it within fourteen days after my computer is fixed. This coincides with another comment I read about the staff believing everyone has millions to blow on apple products. I have grown to love apple products...but my experience with this store has caused me to rethink ever putting any money into the apple corporation again...but what does a trillion dollar company need with my money anyway. read more

Genius Bar employee Al was fast, helpful and gave me a replacement iPhone, though we couldn't replicate the problem that had been plaguing the phone before my visit. read more

On 12/14/13 at approx. 7:00pm, an associate from this store allowed a criminal to purchase 2 iPhone 5s's under my Verizon Wireless account. I have since had to spent endless hours on the phone with multiple police departments and various departments of Verizon. I would like to know what type of people they hired there that allow people to do this. I should also mention that I am not from Troy, or even Michigan for that matter. I live in a suburb of Chicago. Did the sales person not think it was strange that people from another state, who lacked proper identification, were purchasing new phones and charging them to the account? Thank you Apple Store of Troy. You have caused me a multitude of headaches. From having to cancel every single credit card and bank account that my husband and I have (the week before Christmas) to having our phone numbers suspended for 3 days because of your mistake. You are an embarrassment to the Apple brand. read more

Great service. Walked in with no appointment and a phone that wouldn't turn on. Staff was fast and friendly and got me back on my way within 5 minutes with my problem solved. I would definitely recommend them. read more

I went to get my phone battery replaced and they said come at 7:30 as it would be done, but 90 minutes after they gave it to me. I recommend going to another place to replace your battery read more

This store is always packed, which is great, for them, but the staff seems to be constantly flustered. I tried to bring in a broken iPod because I was going to be in the area that day anyway. I had to practically corral someone because they were so busy, and the answer I got was "sorry, you have to make an appointment." There should be a certain number of walk-ins without a supposed 1.5 hour wait, as I was quoted, and the staff should better understand the scope of a technical problem before just telling someone flat-out to come back. I shouldn't have had to return to the store just to drop off an iPod. read more

I had a very negative experience with the Genius Bar here when I went for help after some liquid spilled on my laptop. I followed the advice for liquid spills (turned it off immediately, let it dry out for a few days, then took it to the Apple store). I asked the technician to make sure it was completely dried out before I turned it back on. He took it back, returned, told me he'd only seen liquid in the corners and had dried it with a microfiber cloth, and told me we'd need to turn it on for him to run diagnostics. I hesitated because I knew turning it on when there was still liquid in the computer would cause it to short out. He told me the rule of thumb was waiting 24-48 hours, that he'd dried off everything he'd seen, and that there was no way to tell for sure without turning it on. I agreed, he turned it on, my laptop came on briefly, then went dark and would not turn on again. He took it back a second time, returned, and told me he'd looked a little deeper, and there was actually a lot more liquid in the laptop. He told me I could send it away to get it repaired for a flat fee of $700 (almost as much as the laptop is worth). I still don't understand why he didn't look for liquid as carefully the first time, before he advised me to turn my laptop back on. When we called to speak to a manager, they dismissed my concerns and said their policy is to not remove liquid (even though that's exactly what the technician did when I first arrived). I highly recommend taking your laptop elsewhere for repairs. I'd heard that Apple's main goal is to get you to buy a new device; it seems that may be correct. read more

If you don't mind nearly the entire staff chomping on gum, and blowing bubbles while you try to talk them, this store is swell.

Apple has fallen fast and far. If you ever need to repair your iPhone, good luck. This place is truly a shit show. To see a technician, expect to wait at least 2 hours. This is the most inefficient and disorganized operation I have ever seen. read more

I came in here twice first for my iPhone. The tech was rude and reset my phone which caused it to totally stop working. I went back the next day got a different tech who replaced my phone. The next time I came for my laptop the tech upon hearing my problem just automatically started saying water damage he did not do any type of diagnostic. He took it to the back and in less than a minute the tech was back and said water damage however looking at the screws it was never opened they did not provide any photographic evidence of water damage and if there had been water damage when I turned on the computer it would have fried the system. The techs are rude and feel they are superior and treat everyone as though they are computer illiterate. The person doing check in is rude if you come a few minutes early and it is better to be early cause if your late you loose your spot. Needless to say I will no longer by an apple product. This whole situation with them trying to void the warranty gave me horrific flashbacks from when I had the awful vaio and don't did the same thing when they knew that was a horrible computer. Maybe apple should give there techs a lesson in customer service and honesty. Or maybe if the techs actually listened instead if spending hours perfecting there 50's haircut customers could get better service. read more

My Apple 4S was giving me multiple problems. Freezing up, dropped calls, speaker not working. Hadn't had the phone for quite a year. Called my phone carrier multiple times to report these issues. Finally decided to take it to the Apple store at Somerset mall. The manager there said he couldn't help me because my one year guarantee was up by six days! I am a good customer and own several Apple computers and all Apple phones but that didn't matter to him. I asked him to verify the problems with my cell phone carrier to see that I was having issues before the year was up. Like recent problems not months ago, but he refused to do that. He directed me to one of his genuises and they proceeded to reboot or wipe clean everything to help the freezing up of the phone. I told him I had a lot of pictures on the phone as well as lots of music purchased through ITunes. Well he wipped out all of my music some 150 songs!! Can' t find all of my pictures either. Now what Apple???? Not customer service oriented. Very disappointed with them and I'll think twice before buying another Apple product. Manager couldn't have cared less. read more

Staff was nice but couldn't believe they would not give me a charger to borrow while I waited 45 minutes for someone to help me. I've spent so much money on their products and all I needed was to charge my iPhone. Ridiculous. read more

Although I'm not happy that the update for my brand new ipod resulted in the software being corrupted, I was very happy with the rep at the Apple store and the customer service that was provided. I was there on a Tuesday afternoon and the place was packed with customers and just as many Apple employees to help. My rep was knowledgeable, easy to understand, and helped me with the issue that I was having. read more

This store is awful!!! You walk in and not one single person acknowledges you. You basically have to go and interrupt one of the workers for help and don't even think about walking in to have someone look at your phone or whatever you have. You have to make an appointment. I tried calling this store to actually talk to someone and nope you cant talk to anyone!!!!! I have to wait a week for an appt at the genius bar b/c that is the only time frame that showed up b/c you have to do it online, but I was trying to call the store to see if there was an opening sooner but noooooooooo, no one freakin answers the phone!! I have never felt so much disgust as I do with anything in my life, but APPLE makes me sick and this store sucks!!!!!!!!!!!!!! Doesnt anyone at this store care??? Hope it bites you in the ass one day. read more

You people complain and cry way too much. The noise, "rude" employees, being too busy etc etc. First of all, grow up and realize that believe it or not...YOU'RE NOT THE ONLY CUSTOMER THAT HAS AN ISSUE OR NEEDS TO BUY SOMETHING this store is incredibly busy and will do everything in their power to help you with ANYTHING. Make an appointment online or in store, but be prepared to wait a while because there are MANY more customers than just you. Calling employees dumb really doesn't get any intelligent point across because you're no better than those employees are. Needless to say, the people at Apple are awesome people. This area just has a sense of entitlement and it does not get many far, especially dealing with customer service. Don't be rude and you'll have a great experience at the Apple Store. read more

Great store. They give you the opportunity to try out all the products BEFORE you decide to buy. Friendly salespeople too.

I just had my first experience at the Apple Store at Somerset Collection. I bought an iPhone 5 on Friday, and went to the workshop this morning. The staff is great! I could not have asked for a better purchasing experience, and the workshop was really excellent. Definitely recommend the store. read more

My "vintage" macbook pro went belly-up and was beyond resurrection on my own using regular online tips and tools. Showed up early for my appointment at the store; in spite of the crush of Christmas shoppers on a weekend, I was attended to early. Aisha was personable, knowledgeable, and attentive - she got the machine working again which at least gave me a chance to back up data on the spot. Back-up turned out to be a two hour process, during which she dropped by to check on me every 15 minutes or so. This laptop may be hobbling around on its last leg, but I can't fault the service at Apple Troy. read more

Just plain terrible experience! Stay away from this store. If you don't believe me just try calling them and see if you can get someone to answer, it just rings and rings. I signed up for the yearly iPhone renewal program, supposed to get a new phone every year when they come out in October, here its January and I'm still waiting. I reserved a phone and went to my scheduled appointment and they sent me home after 45 minutes saying they were unable to honor the renewal and would call me back when they figured out why. I've called the 800 apple number and have escalated this up the chain many times but to no avail, always get the same old run around. I wish to get out of this program, didn't realize it would be that difficult to get the new phone each year and I'll soon be closer to the next phone anyway so why bother. This store and its manager are terrible, stay away! read more

Horrible, horrible customer service. If you can avoid going to this store please do. If you make an appointment and are a minute late they will cancel it and tell you, you have to wait an hour or two to get helped or just make another appointment. Very inconvenient and i could get the same experience by smacking myself in the face with a brick. Avoid purchasing apple products because it's a scam. They scam you for your money so that you buy a $1200 computer only to spend more money on repairs. I have spent over $600 on repairs for my macbook which is only 3 years old. Save yourself the trouble and do not go here!!! read more

I had THE best service at this Troy, MI location. Phenomenal! Amir, Greg and John were super stars!!! They helped me trouble-shoot tech-like issues and did it all with a smile. Super genuine folks who really take their jobs seriously. Thanks for your patience and I think you are all wonderful! read more

Oh Apple why don't you have dedicated phone representatives to answer a simple 2 sec question for me. Simply want to know if you have something in stock and I've been on hold for more tha 30 mins quite uncalled for. read more

One of the worst Apple stores. Most of the genius bar folks are folks are technically incompetent and worse the store manager does not take responsbility. I am a loyal apple customer and because of this store will start looking at Android products read more

Called this store (the closest to me) to schedule an HD replacement after being told to call the individual store by Apple Support. Had trouble even getting a human then got Matt who works the phones. He was completely unhelpful and obtuse. Because of the four-hour drive, I wanted to make sure I could get service the same day as the appointment. I said "It won't be overnight, will it?" He said "No." After I replied "Great," he said "It will be three to four days!" There's a reason he's not a "genius!" read more

This Apple process STINKS; no matter that you already spent 1.5 hours on the phone trouble shooting a problem & that person said "sounds like hardware issue" Fan loud; Computer HOT! You can't see a person who will check you in, take the laptop (that's under Apple Care) and let you go about your day...NO You must wait & you must have an appointment & there are NO appointments & you must NOT leave the noisy obnoxious store BECAUSE.....they are UNABLE to send a text to my Apple phone, UNABLE to send an email to my Apple email. Instead they write down what you are wearing & you MUST NOT leave the store with screaming kids who are also captive in this obnoxious environment. There are NO less than 8 sales people in blue shirts with nothing to do.....AND ONLY 1 technician! Is this by design APPLE??? Get a clue; let people leave the the store, figure out how to TEXT & EMAIL your own devices. OR - give me a restaurant buzzer device! I will come back. I want my MacBook Air to WORK. read more

I could not get anyone to help me at the Somerset Apple Store on June 26, 2017. When I asked for the highest level manager, Smitha, a Sr. Manager, said she was the highest level manager at all times in the store and I couldn't get any higher than her. Another employee told me that Jim is higher than she is. When I confronted Smitha that she was not the store manager and asked if she could give me Jim's hours, so I could contact him, but she refused. Another customer at the same time, who dealt with Smitha was also complaining about her service, stating he will never buy another Apple product. When a store employee can spend one minute and direct a customer regarding which key to press to remedy a problem and several employees are standing around, it is very upsetting and frustrating particularly when confronted with an arrogant employee who does not appear to care about customer satisfaction, such as Smitha. Smitha and 5 other employees are now standing around chatting, while they refuse to help customers. I will never shop at this store again read more

Where to even begin... Customer service is the worst I have ever experienced. I don't know if they have to many people working their or when you go in from one day to the next a totally different shift comes in because it seems like they go through employees like toilet paper. My last two experiences with the employees at the Somerset store involved being lied to and mislead about product and AppleCare for my $1,249 Apple Watch. Being totally insulted and frustrated with the employees lack of knowledge at this store, I ended up calling AppleCare who DID replace my defective watch band for FREE which not only did an employee, but also a manager tell me that was not covered damage. My watch is 39 days old and I spent $600 on metal stainless steel 42mm band and already scratched and paint appears to be peeling off of it. How they even thought this wasn't covered damage when I bought the "protection" plan is beyond me. Do yourself a favor and go to another store like Twelve Oaks for MUCH better customer service and knowledgeable employees. read more

Today was a total cluster____, They do not share, see or have the same notes as Phone support and do not have access to the Engineers report. I did not go into this thinking I need a new computer but, for whatever your cost for one is miniscule by the comparison to the value or lack there of a customer experience. Shane Apple Tech repair inshore and I were eyeballing each other and for that to be a quality experience from Apple,WOW.... He left me just after I made the comment that your are to afraid of telling your manager that you are understaffed and they need to hire more techs to support you. That is sad. No one at Apple seems to consider or care that they case has been going on for almost two months. The lack of communication between your efforts, Engineering and the Store is abysmal! TO have a customer sit at a table and go thru the effort of explaining the problems after being told by you, and previous "customer support by phone, Screen Share and email that you all have the same information is a lie, more embarrassing was the fact that I derservingly was frustrated. The Tech Especially Shane should be fired for what we exchanged and for him to say he had enough and walked away instead of politely excusing himself and saying I will bring a manager was uncalled for. I actually thought I was abandoned and was ready to just leave. Pretty Bad !! I will post this on Yelp and other sites also. Maybe we can see if Apple has a business plan to show their appreciation and value of a customer. In my opinion they do not. read more

So I called an Apple Senior Advisor about my 2013 Macbook Pro getting damaged without me doing anything to it. The call lasted for approximately 1.5 hours and I explained to her how I don't want to pay loads of money to fix a 3 year old computer, and she was very polite about it. She said she would write down everything to the case and have the people at the Apple Store know about it. After that I was set up an appointment the same day. I go to the Apple Store, check in, and the person who's assisting me greets me. I told him every problem with the computer and the first thing he tells me is how much it would cost to fix everything because it's out of warranty. I was 100% aware of that and I know how long I've had my computer. He would then give me a diagnostic and things were fine with the software of my computer until I told him about the screen problem. Now, Apple has a recall for some of the Macbook Pro retinas and one of them is mine---which is the reason why I even called them about this situation. The damage on my screen were these little punctured dots on the screen, and they were likely damaged from the keyboard(not my fault). There are multiple dots on the screen relatively on the same line, and I can see that there is more coming, except I don't know what to do in order to stop it. The biggest problem about this damage, however, were the dead pixels two of the punctures created. Whenever let's say I'm watching a movie, I can totally notice the two annoying dead pixels that formed out of nowhere-- trust me, they're annoying. I explained and showed him what was going on, and the guy would find every excuse on why I can't get this screen fixed/replaced, unless I pay $250. I then kept throwing him questions on what this recall is all about, because it had said something like "Apple will replace Macbook Pro screens that have bad coating," which I think mine has. He finally told me some bullsh*t of how the coating would have to "peel off" in order to replace it and that's not the coating issue. He also told me how the punctures weren't on the "exact same line," but the thing is, they relatively are. What kind of $1300 product is this? Out of every windows computer I owned, nothing like this has ever happened to me. He then brought another guy out to take a look, and that other guy knew how I felt and told my guy to inspect the situation. He said, depending on the situation, I could probably get it fixed for free. This guy makes me wait longer to inspect in the back of the store, and comes out and tells me that the thing in my screen is called "pitting" and they can't repair it to me for free. So basically, with the 1.5 hour call, 1.25 hr visit, this was a total waste of time. I will call back the senior advisor because she was kind and would try to find a way to solve my problem, but this guy in the Apple store totally did not care nor did he try to find a way to solve this issue, unless there was money involved. Also not to mention, this guy also made me wait for an extra 10-15 mins for him to finally show up, and he would constantly be like "give me a second" and ditched me multiple times. Clearly shows a sign he barely cared about what was going on with my situation.Thanks Apple store, you finally made me become aware that a $1300 product could cost me so much time and money at the same time to deal with! read more

i bought my I phone here on Friday Saturday it would not turn on I took it back to the store they told me I need and appointment to have it looked at the next apointment is next Friday impayrd over $600 for this phone yesterday day today it doesn't work now I have to wait 6 days to have it looked at realy I dident need and apointment when I was spending money in there store this will be the last Apple product I ever buy read more

I would give zero stars if possible. I have now spent over $400 replacing screens. The first one was my fault and I was not upset about the $136. I then asked a genius how to better protect my phone. I was told to put on an otter box and tempered glass. I was out mowing my lawn last night and when I was done I pulled my phone out of my pocket to find it shattered to no fault of my own. When I took my phone in for screen replacement I was told that the otter box was not compatible with tempered glass and it put too much pressure on the screen, but you guys told me to do that! I called apple care afterwards and they simply sent me a link for feedback which I'm sure will never be read or replied to. This is the next best avenue I have decided to take. Apple has lost a life long costumer. There warranty on product quality is terrible. I was made to feel bad about the way my phone was protected even though it was there suggestion. I would suggest buying Samsung phones from here on out because I certainly will be, better product support and a lot less headaches, and they certainly don't make you fee bad for following there own suggestions for product protection. Thank god I'm on att next so I can trade in this nightmare of a phone for one that won't crack from being in your pocket while cutting the lawn. Thanks for nothing Apple! read more