This is specific go the Genius Bar! The people working here needs to be re-trained on how to treat their customers! I purchased a charging cord here 6 months ago, and the cord was no longer charging my phone. The Genius guy proceeds to tell me the warranty does not cover ware and tear and then proceeds to give me a demonstration on how to plug and unplug my phone charger. Hey genius guy I think I know how to plug and unplug my phone! Your product is faulty and Apple should stand behind their product! I paid $30 for the cord, you would think is should last more that 6 months! read more

Left work early to make my appointment only to find out there server was down I was unable to get my phone fixed. Spent an hour at the store for nothing done. Never have had such a bad Genius Bar experience. read more

I had been and out of this Apple store at least once a week for a month to fix an abrupt and unexplained laptop restarting problem. While I cannot blame other Genius Bar workers for not knowing the (extremely specific) answer I am crazy grateful for Kevin who understood what my problem was before I even had to explain what my computer's symptoms were. Kevin is so personable, knowledgable and intuitive! He's the exact person you want to help you if you're experiencing substantial computer frustration. read more

So I just upgraded my iPhone from the iPhone X to the iPhone XS Max and honestly it was really good experience made even better with the help of Melissa. I live pretty far from this apple store, but I definitely like it way better than other ones like the fashion valley one. I was attended really quick and the process was smooth as well as informative. Thanks again Melissa!! You're the best!! read more

Two hours. TWO HOURS. To drop off an Apple Watch that needs repair. Two freaking hours to wait, just to give you my Apple Watch to send off somewhere to be repaired. That's terrible customer service. Get over yourself Apple. read more

John Oliver was an amazing help! He went above and beyond with the customer service offered and we are grateful for him. Thank you to the manager Lindsey also! Your team rocks! read more

update: In general I think the store is okay and I feel I was mad when writing the earlier review. I had a later visit. Some of the reps are wonderful and so polite (e.g., the guy with a short beard). I am changing the rate from 1 to 3. read more

I brought my computer in one day because there were problems with the display. Having no appointment I was told by one of the workers that it would be a 2 hour wait to see a technician. I wasn't pleased to hear that but I figured it was my fault for not making an appointment. The wait ended up being a little less than 2 hours and the technician I met with was very friendly. He took my computer back to run some tests and when he came back he told me it would take 3-5 days for repairs. I explained to him that my classes started the next day and he said he'd make an exception and have my computer done by the end of the night. Later I got a call from the store saying my computer was ready for me to pick up. However, when I went to the store the worker told me my computer was in fact not ready and they sent it out for repairs and would not be ready in time for my classes tomorrow. I don't mind that I don't have my computer for class but why did they call me and say it was ready for pick up??? Although they did eventually fix my computer and all was fine I was very disappointed in the terrible service here. read more

Refused to provide service. Even in the middle of a weekday; I tried to come in at an off peak hour. Genius bar rep rudely informed me that "it's a free service and alot of other people need help" , but I could come back at 9pm (it was 11 and my phone that the kids reach me on was completely unusable). Rude and poor customer service, maybe if their products didn't break so often they could provide customer service. read more

Although the store was slammed, our guy working the table was AWESOME!~!! I was out of there in less than 30mins with a new phone! Very impressed. read more

I went to the store last night. I forgot that there was a new phone release so the lines were long. The wait was not long so they must have a good system to handle large crowds. Because of the organization in their store I was able to speak to a rep within minutes. The rep was friendly and knowledgeable. I would recommend this store to anyone that appreciates good service. read more

I was a bit apprehensive going into the store due to some of the reviews about the customer service and long wait complaints however I had a great experience and was in and out within 5 minutes to my surprise. Even though the store was busy when I walked in someone approached me and checked me in for the next customer service rep. Within 5 minutes someone by the name of Jason greeted me and offered assistance. I explained that my charger of my recently purchased Macbook pro stopped working for some reason (it wasn't worn or old just stopped working) and with no questions asked I was given a new one and I left. read more

45 minutes after check in and I am still waiting to be seen for a phone issue. Worst customer service I have ever had in an Apple Store. If you have a store within 2 hours go there instead. read more

Broke my phone and had to scramble at the last minute to get a replacement. Phi did an amazing job helping me out and walking me thru how to retrieve everything. Thank you! read more

I went to the Apple Store with a question about my desktop iMac. The woman who greeted me (I didn't get her name) said that I had to bring it in for them to answer any question I had. I explained that as a disabled senior citizen it was difficult for me to unplug it, load it into my car, and drag it to the store. She said that I should then just phone 1-800-APL-CARE. I felt that someone in the store should have listened to my question and attempted to help me. read more

Crowded but plenty of staff to help. I needed an iPhone looked at, John the technician was excellent

An hour and a half wait to get a bored "technician". Never will I buy an apple product again.

Came in to have my ipad looked at due to buggy issues. I had an unpleasant experience with the sign in guy Corey. You'd think that being in a position where you are constantly interacting with loyal customer's you'd be greeted with at least a smile, something positive. Not Corey. I wad given the death stare before I approached and he proceeded to rush through my problem with a few questions. I got the feelin that he was just trying to get to the next person in line. He tried to explain that my ipad was acting funny because of a cracked screen and that it wouldn't be covered by warranty. When i told him that this issue happened before with a cracked screen (it was replaced before with cracked screen acting buggy) and that perfectly normal ipads act buggy, he told me that they could do a test and that I'd have to wait an hour. This all took place while Corey acted passive aggressively and interacted with another customer at the same time. I told him to put me down for the reservation and he proceeded with another death stare as i left. Just a really really odd, negative experience. When I came back to cancel my reservation I saw another customer who looked dejected after her interaction with Corey. I asked her if she had a bad experience, "Its okay" she said. Maybe Corey was having a bad day but thats no excuse for poor customer service. When I told Corey I didn't enjoy my experience with him all i got was literally, "Oh, I'm sorry." The last whiff of his bad breath as he asked me my name pretty much summed up the experience. I'm not kidding. It was pretty stanky. Brush your teeth Corey, maybe have a shave, invest in your hygiene, or perhaps another job... read more

I wanted to call THIS apple store and ask them a simple question about what kind of student discounts they offer. I found their number online, simple enough right? I called them.... and I waited for 30 minutes for someone to pick up. No one did so I just hung up and called again. Some one answered after another 5 minutes. He rudely answered my question. SORRY PAL, I'm not an apple GENIUS like you. This is on top of having them tell me years ago that my ipod nano (1st gen) screen would cost more to fix than just to buy a new one. It was just a cracked screen. That just had to break a month after warranty expired. Does anyone else find it odd that apple products can't be repaired easily? Especially if its out of warranty. read more

Wen't in to the "Genius Bar" to get my FaceTime working on my iPad. Patrick asked my to update my software indicating that was a reason for my error, which later on found that was not the case when I created a new apple id. To make a long story short, they gave me bad recommendations and he was helping one other person at the same time, which was not cool. read more

Visited the apple store today because my ipad was mis-behavin! I walked into a very chaotic scene, which after I sat down noticed that every customer was being taken care of, it was just crowded. I had made an appointment for the genius bar and a very helpful lady checked me in and I only waited 10 minutes at the most to be seen. The mac genius that helped me was just phenomenal, couldn't have asked for better service. I think his name was Jason. Anywho...not sure if I got great service because it was my first time there and they want me coming back, but I will be back. read more

MOST HELPFUL.The employees know every thing that I could not figure out.They made sure I was comfortable with what I was doing before I left the store.Very impressive,THANKS read more

Today I went to the Apple Store with my new Iphone 5 that I purchased earlier in the week. I needed a screen lens protector to be put on. I had a couple of new ones that came with the phone, but they didn't seem to fit very well. I met your employee ERICA JHU in the store, and she helped me purchase a screen protector packet sold there. ERICA was very knowledgeable about the product, and answered my questions about the new apple iphone 5 since it was my first iphone. ERICA also put the new screen protector on my phone for me. ERICA made the visit relaxing and I would recommend anyone visiting the Apple Store in University City to ask for ERICA. ERICA JHU is an outstanding employee, knowledgeable, and customer service friendly. THOMAS M. read more

As good as a car saleman. The kids that dance in this store don't know a thing about Macs and can't really answer any questions other than, "where do I pay for this?" Total divas work in this store and attitude to boot. And don't even try to ask an in depth question about the performance and peripherals for their Macs... you'll have to make an appointment to talk to their Mac Genius (don't be fooled by the name). Go here if you want to buy a Mac like you would buy clothes at Charolette Russe. BUT don't expect any help any further than having them show you the black or the white version of an iPhone. read more

While Apple products continue to rule without exception, their customer service at UTC Mall is akin to what you'd expect from a discount store. As a joint venture account holder, I made an appointment to upgrade my iPhone and to get a tune up on my macbook. Inside of three hours, I was handed off to 4 different sales people who went on break every 15 minutes, and $400 later, my iPhone transfer lost all the data and my macbook issues were far from resolved. Unfortunately, Apple's newest employees who lacked the training were assigned to service my appointment. I pay extra as part of my joint venture account as efficient and professional customer service is of extreme value. When I approached Apple Store Manager "Sean" he looked at me like I was a used diaper. After explaining that I spent half the day working with "geniuses" who lacked the skills to address my needs, Sean couldn't offer an apology for the mismanagement of my account, my valuable lost time, or the inconvenience of leaving my appointment without adequate customer service and the need to have come back yet again. I asked one staff who this unpleasant person was and she rolled her eyes and said..."oh that's Sean and he allegedly runs this place" Moral of this story, AVOID this store location at all costs if you need people that care and are competent. I also highly recommend against the Joint Venture Account as that represents nothing greater than being spat on by Sean and the role model he's providing that lucky team at UTC. Larger life lesson--just because someone is in charge doesn't mean they like or are capable of their job. Sean obviously is one of those miserable managers that is tasked to provide public facing service but is better suited for changing diapers at a nursery where the infants are void of his pathetic indifference. read more

I'm writing this as I am waiting 25 minutes late for my genius bar appt. This place is a mess. You know how you make a2:50 appt rush out of work, run into the store, get there and it's a hot mess. You wait 25 minutes for an appt while the "genius" helps a foreign, old lady not figure out what her password is for 15 minutes while you decide whether you should be late for your next appt leaving them in a lurch or whether you should stay so that you don't lose the 1.5 hours that it took to rush out of work, stop at home to get the phone and wait in the store. If you had known that this would have happened you would not have come but you thought you had an appt so you did. Now you will be stuck in traffic and literally an hour later than you thought. read more

I'm getting real sick of your crap Apple... Yeah I know this is the only way to own an iPhone but these freaking Apple stores.. I'd be happy never walking in one again. I'm sitting in the store now. Been here for 45 min waiting to see a "Genius". My phone got dropped in water (by me) and I need a new phone. There are 19 employees and 12 customers in here. The (fake nice, patronizing) hipster employer was kind enough to interrupt his conversation with other employees to explain to me, like I was 3 years old, so I could understand that "only specialists can help w my issue". I need a new phone. One of the boxes sitting in the back. I'm pretty sure any one of you hipster dicks can handle that. Still here. Still waiting. Can someone please invent a phone as good as the iPhone so I never need to come here again? Apple stores are my personal hell. read more

The geniuses who work there are pretty useless, misdiagnosing problems and charging exorbitant amounts to fix nothing! When asked for further assistance, their egos can't seem to handle not knowing what to do, so they pass it off and tell the customer nothing helpful! read more

awful customer service... my ipad never turns on when unexpected shutdown after warranty last Jan. once they checked it at that time, provided replacement for battery failure which costs $99, then the same issue happened again after 1 year I guess, and they offered $299 replacement for this same defective issue and keep saying this is not battery fail because it never turns back on, whatever they explain about hardware side such board and chips, they cannot even open the case and cannot check the battery volatage, it was obvious battery failure with power manangement IC but they didnt want to recognize it and keep saying like siri... read more

Sophia was very helpful. Didn't take much time to fix my cell phone problem. Thank you so much!

I've gone to this apple store plenty of times and like half of there workers here aren't the best. I came to buy two IPhones on Sunday and when a worker assisted us he didn't even say hi or how are you he jus proceeded to tell us what we wanted which was to trade in our two old phones. I asked him if they had they the midnight green iPhone available and he just responded with "no." Not knowing how I continue the conversation I just told him what colors are available and he said "black, silver, gold" so I just asked for black instead. Thru the whole process he seemed so uninterested and tired and annoyed like if he didn't wanna work today. I understand if one is having a bad day and I didn't give him attitude at all. We were so excited to get our new phones but we walked out feeling bad/sad with just the whole experience. My dad had to take pics of the ids the guy told us to take and as my dad was doing it the man grabs my dads phone out of his hand and does it instead. Like cmon man that's not cool at all. Just being there made us feel like idiots. Literally had a horrible attitude it made our buying experience feel unappreciated. read more

Was here for school, needed to head back home ( 6 hour drive to Santa Maria California ) they were able to get my charger replaced for my drive back home. Was literally in and out in less than 15 minutes. These guys saved me from having to take the drive home with a dead cellphone lol very professional. A+++ read more

WORST customer service ever!! Does not deserve even one star. My daughters 5 month old iphone 6 suddenly heated up to an extreme temperature and died. This was a refurbished phone purchased from this apple store to replace the one that had a recall issue (for $250) It came with a one year warranty effective March 2018 until March 2019. Unfortunately it had a stuck volume button and again had to be replaced in April. We took it in to the apple store because it was still under warranty according to our receipt. The "genius" associate and his supervisor argued that the warranty was only on the phone purchased in march and didn't carry over to the for their defective product they replaced it with in April. In fact the supervisor said to me "If every replacement came with a one year warranty, everyone would just get a free new phone every year". What??!! How about a product that actually outlasts a one year warranty?!! They also told me the battery has a one year warranty, but the phone itself only 3 months. OK. "What components in the phone can produce heat other than the battery?" "none" "Then it's clearly a battery problem." "No, its not the battery, or it would turn on when I plug it in." "Not if the battery overheated to the point of frying itself" "The battery would shuts the phone down if it gets too hot" "Unless it's defective. Or what else produced the heat" "nothing else produces heat" "right" and so on.... Got absolutely nowhere with these 2 box of hammers. Not done with this issue, but DONE with apple!!!! read more

There are 14-15 employees here tonight and 9 are just standing around talking to each other. So frustrating. It's a universal experience. Apple just doesn't care. read more

I'm an avid Apple customer and have been for the last 15 years. On paper, Apple's Genius Bar is an amazing idea; another great concept from a truly great company. And for the first couple of years they offered it, it actually worked very well. However after my last 3 visits to this and their FV store, I can see that is not the case any longer. The service is horrible and the most "anti-Apple" they have. Getting an appointment takes a week or more. Once you do get it, you better show up on time, 10 minutes late and you can start waiting another week for a new appointment. It doesn't matter that when you do get there on time, they might have you waiting for 20-30 minutes after yo check in. The staff that "greets" you is usually rude, untrained and as many other reviewers have mentioned, very "cocky" and condescending. They remind me of David Spade's character on SNL ("and you are?"). Once you get past all this crap (if you have the patience), the service is actually OK. The technicians are knowledgeable and they will at least make you feel that they are looking out for your best interest. Hopefully, they will figure out a way to improve the "gatekeeping" process and teach their greeters to be more humble. Make them understand their are there for customer service, they are not bouncers at a trendy nightclub. Until then, I think I'm done with the Genius Bar and will be looking for third party options to take care of my Apple products. read more

My iPhone 7+ is now broken thanks to the recent iOS update 11.4. Do not update it. I can't hear anyone on the other line and they can't hear me. When I took it in to the store, after waiting for a long time, they said they could not do anything without me having to pay $350 for a replacement. Basically I pay close to $1,000 for a phone only to lose the ability to make or receive calls because of an update from Apple which makes me have to feed it more money to get the bargained-for use from the start. This is bad business practice and no one at the store was willing to budge on the $350. Warranty or not, I'm now continuing to finance a phone that doesn't actually operate as a phone because of an "update". read more

Zero star if possible. My wife and I went to the store to purchase Apple Watch, there are several on display and we were excited to try one on, then out of nowhere, a sales person cut out n and said "you are not supposed to take them out, you can only look at them". He quickly throw out these words then went back to his customer. Rude, not well trained, then we asked another sales lady, she had the same attitude like we are making trouble. A nice looking store is worth noting without friendly staffs, Apple need to fix their attitude to customers read more

I got y iPhone 6 s plus, and now, there is a problem because the phone touch screen does not work properly. I went there last week and they found out that there was someone else, who used my phone's serial number to claim for a new replacement ( that means no more warranty on the phone..???) so, they told me to call the apple phone customer service 1-800. And they kept me waiting for their new agreement to solve the issue. but I tried to come this store in order to need help from the manager. But he refused to help and told me that was out of his responsibility...and I need more patience to wait...One thing I want to share to the customers if you go there. ...Be careful, and go with friends and be a witness because this manager is unprofessional and treated me as very bad by using the offended word like" I understand where you are coming from", and many words he said to try to put people down and wanted to tell that he was" smarter" than people with the arrogant body language and laughing...and it was likely the argument ,and that behavior I have ever seen in any stores in san diego... read more

This Apple UTC store had the WORST customer service. The Manager (George)was so rude, not accomadating and bascially didn't even want to help me out at all unless it completely benefited him. He knew nothing! Everyone's attitude here is like we know everything and that they're too smart for the rest of us. This is how i have been treated the past three times i have frequented this store deciding on a purchase. It is very insulting and i would rather go to Fashion Valley apple store or out of state. I have never written a yelp review before but my experience at this store was so horrendous, especially from management that if I can WARN anyone NOT to go here then at least i have helped someone out! read more

Terrible customer service. Plenty of Apple representatives in store, but 20 minute waits and no one cares to help.