We needed to quickly change the password on my elderly father's Mac laptop ASAP. As a PC/Windows user and didn't know how to navigate the Mac toolbar to do this. I tried to schedule an appointment at the Apple genius bar but they had no availability. The Apple website listed Mobile Kangaroo as an alternate source of support. I walked into the Pleasanton Mobile Kangaroo location with my father and his Mac laptop and asked the employee at the front counter if he could tell me how to change the password on a Mac computer. Rather than answering my simple question the employee rudely told me I needed to pay him $65 before he would tell me anything. I again asked if he could just point me to the right screen icon to navigate to the change password feature and he again rudely refused to tell me without a $65 payment. Then, another customer walked in and the employee dismissed me and began assisting the other customer. My father and I left the store and while sitting on a nearly sidewalk bench I figured it out on my own in just a few minutes by googling for the instructions. Had the employee been helpful we might have purchased a service agreement because the store location was convenient, but given the service they get this review instead. I do no recommend them because of the employee's attitude. read more

This is a terrible Apple repair shop. The staff were very rude and didn't fix my problem. My Mac was still under warranty, yet they charged me a repair fee. They couldn't fix the problem and refused to give me a refund. Later, I contacted Apple, and they said I shouldn't have been charged. It's so disappointing. I will never go to this shop again. Everyone should be careful. read more

Came in at 1:30pm on a Thursday (with an appointment) for a battery replacement for iPhone 13 pro. Came back at 3pm with a new battery. 5 stars. read more

I made an appointment because I was having some issues with an Apple device. We spoke to Marcos who was very knowledgeable and explained all the services they offered and how much they charged. They will ask you several basic questions about what's happening with your device. So If you do decide to leave your unit with them there is a fee for that service. Try to do as much troubleshooting first before making an appointment, it just may be something minor that you can fix yourself. read more

My MacBook Air M3 15" screen developed lines within the warranty period. I wanted to support a local business so I took it here. Very nice/polite but my leg was (metaphorically) peed on while being told it's raining. Even though I relayed that the problem was not caused by physical damage or dropping it (there's not a scratch anywhere), I was told that it's not covered under the Apple warranty because I did not have Apple Care (it actually is covered by warranty). After leaving it with them for a diagnostic, I was told it would be over $800 to replace the screen out of pocket ($200 more than the Apple Store). Seemed a little high! If it was around $500 I would have paid it. Instead I took the laptop to the corporate Apple store at StoneRidge mall for a second opinion and gave them the same information. They took it in back to evaluate for 15min. Because there was no sign of accidental damage, it was FULLY COVERED UNDER WARRANTY even though I didn't have Apple Care. On top of that, Apple said that if it wasn't under warranty it would cost $600 to replace the screen ($200 less than Mobile Kangaroo). I'll make it 2 stars instead of 1 since I realize warranty service can be "tricky" for businesses, but hope they know that this kind of thing doesn't generate repeat business. read more

Competent service. Can repair just about anything. Some repairs may take longer than others because they're not used to corner case products like the occasional LG Velvet, for example. But they will eventually get it done. read more

I'm glad I missed my appointment. After reading all the other reviews, I wasn't the only one. Yes I did arrive at 2:30 to the 2:20 appointment I had. There was traffic,and I parked far because there was no parking in downtown Pleasanton. Only one person working there seems like. I waited 10 minutes at the door after they waited ten minutes supposedly. They locked the door and said they were in the bathroom and decide to take a break. They messaged me as soon as I left to reschedule as if they were being petty. I'm glad i dodged a bullet because I can do jo mushiness the customer service. Yikes! Deleted the messages they sent as well yo me through text. Very sneaky. Do not trust! read more

Very upset. Went in with my laptop not turning on... assuming battery issues. Dropped off the computer and get a call 4 hours later saying he will replace the battery for 450 dollars. Shocked by the price I said no way! Took the laptop home and ordered my own battery for 50 dollars on amazon. Then the worst part is I try to plug a speaker into the same cord I've been trying to charge my laptop, I realize it does not work. Got a new cord and plugged the laptop in and it turned right on and now works just fine. Even writing this review on it. He charged me a $35 diagnostics fee and didn't even consider telling me I was just being stupid and needed a new cord. LIVID! read more

What a complete waste of time. Going through the Apple site, we found an open time slot on Saturday morning. We were traveling when an issue came up with our Mac that we needed to get fixed ASAP. We drove all the way over from San Francisco to Pleasanton, only to find the store closed when the appointment slot showed available. What a frustrating waste of time. read more

I scheduled an appointment and drove all the way out here to find that the store is closed. Nobody answers the phone or respond, so I'm not sure why they would take appointments. How unprofessional read more

I had 2 separate issues with 2 MacBooks. My wife used Mobile Kangaroo in SF for service on work MacBooks, so, i selected Mobile Kangaroo in Pleasanton as a service provider. Appointments were quick and easy. I was able to make next-day appointments with Mobile Kangaroo online. Good follow up and reminders in email and text. Drop off of the MacBooks were easy. Staff was professional, asked good questions to understand the problem, and even knew about extended warranties due to manufacturers issues. One MacBook was ready in 3 days; the other in about a week. Got a text and email to pick them up. Pickup was just as easy as the drop off. Great Apple service provider. If I could give more than 5 stars, I would! read more

Out of location convenience, I made an appointment via Apple. I also called the store and received a callback as Kangaroo has joined the growing list of service providers you cannot call directly. I received a callback and was told the battery I needed was available in the store and it could be replaced in 30-45 minutes. I showed up for my appointment only to be told they would have to order the battery I needed. I ordered and paid for the battery. Hmmm. A few days later I received a text to tell me the battery had arrived. It was late in the day so I would not make it to the store that day nor the next. I received a phone call late the next day saying if I did not come in they would have to send my battery back to Apple, as per their agreement with Apple. In a follow up call to the store, I asked for more details as it seemed odd that Apple would put such a restriction on batteries. They quickly backpedaled and stated waiting another day or two would be allowed, afterwards the battery would be sent back. Hmmm. Separately I contacted Apple directly only to be told that no such battery policy existed with their authorized representatives. Hmmm. I arrived at the store to have the battery installed and was told it would take 2 and 1/2 hours. I left the phone and returned 2.5 hrs later only to find an 'out to lunch' sign on the door. This was at 345pm. I sat on a nearby bemch and noticed another customer arrive and walk in the unlocked door. I proceeded to go into the store. There were two employees at this point. They told me it would be another 20 minutes or so. Hmmm. So I got my phone back after @3hours. Not sure why they had to hang a sign saying 'out to lunch' when there were two employees working. Are they required to dine together? Let me guess-Apple policy. Needless to say, I will not be returning to this location, rather I'll go to the mall Apple location where the service has always been superior. read more

Swindlers at best for out-of-pocket work. Avoid at all costs if Apple is not paying for their work under warranty! I was misled to this deceitful establishment by Apple as they were a certified service provider. I was advised by Apple Support that my macbook battery replacement would cost around $200. This shop blatantly tried to play me like a fool and charge me 200% that ($400). I am so glad I had Apple Support run a fact check on their estimate before I committed. Turned out they were insisting to replace completely unnecessary and irrelated parts in otherwise perfectly working condition! While I always try to support the little guy that's local, I am aware independent shops have overhead to take care and because of that, doing business with them more expensive. I am happy to pay but the mark-up here was absolutely egregious; a plain cash grab. Go to the Apple Store Genius Bar instead! Apple product owners: be aware Apple has a constantly updated database of repair estimate costs for all our devices from them. When they issue certifications to shops like these, these shops are continuously informed of the latest servicing techniques which influence hours charged. For straightforward work such as battery replacement, there is standardized procedure and parts supplied by Apple and therefore their rates should be at around the estimate Apple provides. read more

Marcos is the best! I brought my laptop in because it completely was not turning on and I almost had no hope left. Marcos got it working again within a few days and even cleaned the screen and fully charged it for me! I even showed up on the wrong day for my appointment and he graciously still took my laptop in. read more

I made an appointment through the Apple website. They wanted $65 before they would even look at my laptop. That should have been made clear before I made the trip all the way out here. read more

Went in to have the screen of my Apple Watch replaced, the man who helped me was very kind and helpful. Highly recommend bringing your business here! Always feels good to support a local business :) read more

This company has really gone downhill. Stopped in for help with device syncing. The person opening the store was 15 mins late. Final get in and the tech immediately tells me that they can't help me because the connection that Apple support recommended doesn't work (Apple Support was shocked). Learned my lesson and going to Apple directly in the future. read more

Great outfit to work with. I have taken the wife's murdered MacBook Pro (death by Cosmopolitan), my MB pro for warranty work, and had son's phone screen replaced. Service is always prompt and courteous. When you make an appointment, they will be ready for you at or before your appointment time. read more

Worst services on the name of Apple authorized services, it's so deceptive that you don't know whether you will be charged for pickup and dropping off also. Disorganized and non responsive team. read more

Quick, convenient, friendly staff. I was able to get my computer fixed during the quarantine. They forewarned me it would Take a bit longer due to the precautions they had to take because of the virus. I'd give this place a 5 except I think they forgot to call me when my computer was ready I had to call them to find out. Other than that small error id definitely recommend using them. read more

They don't do walk in's or setup appointments unless you go through Apple. They can't even schedule appointing person. read more

Needed a repair on a laptop, and they quoted the normal Apple Care prices. Only this time around, for a smaller repair, they instead tried to get more money and make it a bigger repair. I talked to an Apple representative later, who immediately referred me to another store. Fact is, I had already given them the job, so I was stuck with this. I went to the other store after the fact, and they basically said they would cover the smaller job for me for FREE. Had I come to them before, they would have done both of those things in under $99. The other problem, the large guy who probably owns the place, is aggressive. He thinks he's doing everyone a favor by talking loud and clear, but all he's doing is putting people off when they are already under distress due to a broken device. This horrible practice, during a pandemic, to take large money out of people, when you don't even know what they may be going through, is unethical. Please consider going to an Apple Store instead of this authorized rude money maker. read more

Unfortunately not a good experience For my wife. Made an appointment for her and this what she texted back to me. I'll never go back there. Rude. And why did I have an appointment ? Had to wait a half hour just so they could tell me my phone won't be ready till five. Busy I can understand to a point but rude is unacceptable. Looks like some of the other poor reviews had similar experiences. Would have expected more from and authorized Apple repair place. read more

First time using this company and If any of my phones have issues I am definitely coming back. Great customer service and communication.

I had no idea that I could get an Apple Genius without needing to brave a visit to the Mall! Brandon is fun and figured out what my system needed, handled all the Warranty, ordering, etc..... easy parking, let me know immediately when my computer was ready for pickup. checked back in with me....what's not to love about this service! I highly recommend this Downtown Pleasanton business. ;-) read more

Made an appoint through apple to fix an iPhone that was having charging issues. After taking it to the store the guy behind the counter took it to the back and cleaned out the port. He could've cleaned out the charging port and changed the battery and charged me for the battery. But, cleaning the port solved the problem. Good honest business. So refreshing these days. read more

Highly recommend this place! Brandon did a great job repairing my broken laptop screen and got everything done fairly quickly for a great price. read more

Yesterday, charging of my iPhone 7, which was becoming more and more intermittent, stopped working altogether. I tried different cables and chargers, and I aggressively cleaned out the charging port with a flat toothpick and even some alcohol. Nothing. A woman from Apple tech support (chat on line) was awesome, and she went through troubleshooting quickly with me. She agreed I had a hardware problem, and when I told her I desperately needed my phone for work and that I needed to pick up a replacement THAT DAY, and that I couldn't wait for a the Saturday appointment she offered an immediate appointment at Mobile Kangaroo in Pleasanton for me. So I raced to Pleasanton from my home in Hayward and found the shop. I had about a 2 minute wait while the polite young man at the counter, Sydney H, finished with the customer in the store. I told Sydney my problem, and he said, "This is your lucky day!" He grabbed a pair of sharp pointed tweezers, carefully stabbed into the port (to avoid damaging the contacts), and pulled out a big ball of pocket lint. I had already accepted that I was going to have to go through the hassle of setting up a new phone, as I had another time I had trouble with a charging port, and I was full of regret that I hadn't synched my phone to my computer recently. But 30 seconds after I told him my problem, Sydney had my iPhone 7 working perfectly. With just 2 more payments to make and the phone still in perfect condition, I'm a very happy customer! I told him, "Man, I'm embarrassed because I've been fixing computers since before you were born. I should have been able to fix that charging port myself!" He laughed and explained the trick of dealing with compressed pocket lint. There was zero paperwork. I thanked Sydney profusely, and he was very gracious about it. He asked me to tell my friends and family about the shop, and that's what I'm doing here. Old guys like me love this old fashioned service, competent and polite! Both Apple and Sydney H get an A+ from this retired teacher. read more

Replaced my Iphone 8+ battery as they are authorized apple dealer. Its great experience and work was done to my satisfaction. Since i didnt had apple care so i had to pay more than $29 as advertised by apple for battery replacement. read more

Much thanks to Randell at Mobile Kangaroo. He gave me an awesome price and was super helpful and REALLY quick in fixing two of the phones that I brought in. The service here in second to none, this place has gotten me as far as a life time customer for phone repairs....(hopefully I won't have to make too many trips here, but ya'll know what i'm saying) read more

Seamless appointment- was able to solve my problem quickly and respectfully - learned something.

I had problem with my iPad and they fixed it fast and easy very useful and will definitely be back if I ever have problems with any of my apple products. read more

Brandon has done a fantastic job, servicing my MacBook Pro! He not only quickly diagnosed that I had a defective hard drive but also was able to squeeze me in, despite having a HUGE amount of other devices to support. He kept me in the loop for all the next steps and called me as soon it was ready, so I could get it faster! Brandon provided superior customer service and I would highly recommend their services for all my Apple needs! read more

Fixed my phone quickly and completely when there was a ghost screen issue. Covered by Apple because apparently this is a known problem With the IPhonex read more

I needed my MacBook to be wiped clean and the OS reinstalled. After spending NUMEROUS hours on the Apple Support chat, I was told I would need to take it in to have it done. One of my options was Mobile Kangaroo. I made an appointment with them but wasn't feeling confident that it would be able to be done since it's a pretty old laptop. I had the pleasure of speaking with Alejandro who works out of a store in L.A., but happened to be working at the Pleasanton office for a few days....and thank god. He was friendly, helpful, and answered all my questions. He explained that it would take 1-2 days to complete. I received a call later THAT DAY letting me know it was done! When I went to pick it up (the following day), Alejandro was there. He showed me my laptop and I was AMAZED! He installed the most recent OS and had it all ready to go like it was brand new! Je made sure all my questions were answered before I left but let me know I could call with any questions that may come up. This was a GREAT experience. I highly recommend this place. The price was more than fair and the customer service Alejandro provided was EXCEPTIONAL. I'm a happy girl. read more

I have had two phones repaired at the Pleasanton Location. Excellent Service and Quick Turn around time. read more

Centrally located in Pleasanton. Apple approved repair service. Friendly and professional. The only thing I would note is that I never received a call as promised to let me know when to expect my phone back. Not sure if this was because they didn't know. I had to call them before I left work to make sure it was ready for pick up. The price is perhaps a little more than what I would have like to pay, but it was convenient and fast. Would recommend if you need a fast repair for cracked screen. read more

This is the only place that I will bring my Apple products from now on! It was a cinch to be able to drop off my MacBook Pro for repairs. Brandon was incredibly friendly, knowledgeable and honest. My particular situation was a bit of a challenge but Brandon was determined to find a solution, keeping us informed the entire time with status updates. Ultimately, he was able to remedy the problem and saved us thousands of dollars by not having to replace the laptop. read more

Good Kid, It took a few tries but Randell completed the replacement of my Mac Book Pro hard drive with fewer hang-ups than my techs at work (NASA). First his manager blew my replacement drive order by sending it to the wrong store. Then the Holidays kicked in (Labor Day) so it actually took him perhaps three days to complete. Only criticism is these guys need a checklist for quality control so that all tasks are completed and validated before the customer comes back in to pick up their machine. Other than that- good job. Randell is personable, reasonably knowledgeable and honest. All which make for a good business transaction. Also, if he doesn't know the answer he'll find it. He was closer than the Apple Store- and they in fact recommended him. So . . . I took a chance- and will use him again if needed. read more

Had a great experience, or as good as an experience you can have when your wife cracks her iPhone screen.... Syd was very knowledgeable and helpful, he told me the phone would be ready at 4:30 and he called to confirm at 3:30, he was great. read more