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Apple Store Genius Bar
Rating Details »
Categories: Local Services, Computers [Edit]
Neighborhood: Union SquareOne Stockton St
San Francisco, CA 94108
(415) 392-0202
- Price Range:
-
$$$$
- Accepts Credit Cards:
- Yes
- Parking:
- Street
- Wheelchair Accessible:
- Yes
15 reviews for Apple Store Genius Bar
I really love the geniuses at Apple Stores, and this one no exception. Despite quoting a 3-5 day wait to get my MacBook repaired, they ended up calling 4 hours after I dropped it off to say that it was ready.
I really like that they get to the heart of the matter quickly and efficiently. The geniuses are what keep me with Apple, because this MacBook has been in for repairs 4 times now, which is more than any PC I have ever owned.
So, why not 5 stars?
1. This store is way too hipster for its own good. The other two Apple Stores I have been to (Reno and Colorado Springs) were much much much much more on top of greeting you at the door and sending you to where you need to go. At those stores' Genius Bars, their procedures for the Genius Bar are clearly spelled out. At this store? No greeter, and no clear concept of what to do when you get to the Bar (check-in? just wait for your name to come up? wtf?). Maybe they deal with too many people, maybe it's that they are in the heart of this city, whatever, please come down to Earth and focus more on customer care.
2. The work I needed included replacing part of the adapter cable. This was clearly on the work order. When I went to pick it up, hipster helper first had no idea what I was talking about (I need the cable for the power adapter; the genius earlier took it when he took the laptop and said it would be replaced, too). After going through that same sentence 3 times, I waited for 10-15 minutes while he sorted out with a genius how to go about getting me the cable. He was friendly, but the cable should have been bundled with the laptop when I went to pick it up. Please pay more attention to the details.
3. Then I looked at cases for my iPhone. Lots of other people doing the same thing, and no Apple employees offering to help anyone. In the other two stores I've been in, I would have been asked if I wanted help. I left without making a purchase.
If your Apple product works, it's great, if not, you're screwed.
I have been pretty much all Apple for around four years: MacBook Pro, iPod....
This last week has left me so frustrated I don't think I'll be buying Apple again, and def. not the AppleCare.
Let me preface this by saying that I went through the AppleCare game earlier this year. Unlike this time, it was actually all my fault then. I dropped the computer and the bottom casing had to be replaced. AppleCare (understandably) didn't cover the damages, which amounted to like $1,200, but they ended up taking over three weeks to get my MacBook Pro back to me, after having temporarily lost it. Then they forgot to charge my credit card and called over a month later saying they'd caught the mistake and had to charge me- but eventually reneged and payed for it themselves. Still annoying though.
Anyhow six months later my MacBook has developed a series of problems: 1.) The Screen has come totally loose 2.) The battery only lasts 20 minutes 3.) The CD drive does not work. I assumed AppleCare would cover all three since I still have like almost two years left on it and all of the problems developed unprovoked.
The little squirt at the "genius" bar tells me, basically, that Apple won't cover any of them. Most insane to me was that they wouldn't cover the battery because I had voided the insurance by using the computer too much- they opened up a piece of software that told them how many times I'd recharged the battery, and since it was over a certain # they wouldn't replace it.....!!!!
They wouldn't cover the VERY loose screen because, he said, there is no way that it could have become that loose without "accidental damage" [even though I had never dropped it!]. He checked with a co-worker who was like, yeah, that HAD to have come from a drop, and when I pressed them on the point, they indirectly accused me of lying.
They wouldn't cover the CD drive because they said it "might" have been caused by *accidental damage* and furthermore that maybe it was just the CD I was using, because CD's can get dirt on them, you know. The kid then embarked on an explanation of how CDs and DVDs work and how I needed to keep them unscratched. Thanks for the newsflash, Tom Brokaw. Anyhow they eventually agreed to fix ONLY the CD drive when they couldn't get any of their CDs to work on it.
My hugest problem, which I pressed the geniuses on, is that, Apple can arbitrarily claim that an issue was probably caused by accidental damage, an opt not to cover it. So then, there is NO burden of proof and Apple is responsible for NOTHING. So what is the point of AppleCare? A waste of $350. I finally got the genius to admit that AppleCare is misleading, because they make it sound like they will cover any issues when in fact they don't.
I pointed out that my friend Laura had a Dell, with NO, extra insurance, and they continue to cover upcoming issues with her FIVE YEARS after its purchase. When I told him that this would never happen with Dell, he said, "I strongly disagree you, but we'll have to respectfully agree to disagree." Then did the faux uppercut punch move like Popeye used to do; the go-get-em-tiger move.... WHAT A DICK.
I really object to the smug hipster vibe that all employees exude at this store. I do remember the name of the genius who "helped" me at the bar, but I won't single him out here because I think Apple encourages this behavior for everyone.
At the end I mentioned to the genius that I was just disappointed in Apple because I expected more from them in terms of repair and service, and he responded, "Oh yeah, we get that problem ALL the time."
Whatever, Apple.
This pretty much applies to every Apple Store I've visited including this one, Stonestown Mall, Burlinggame, Walnut Creek, and San Jose. They are all consistently good and have always exceeded expectations in quality of service and turnaround time. I have a now antiquated iBook G-4 that I published a magazine from. After 4.5 years, I've had to repair its hard drive and logic board. Both jobs were done within 24-hours which for this heavy user, with separation anxiety kept my trauma down to a minimum. The service employees are always knowledgeable unlike, say, the kids working at BEST BUY. By far the best service experience I've ever had.
I should also add that the product itself has really never let me down. As a software engineer with cross-platform experience once put it, "PCs are for people who like to WORK ON their computers." (Like owning a British sports car).
Make appointment with them sometimes. Always solve my problems the first place. This time it's my iPhone. It's out of warranty already... But the touch screen stopped working suddenly. I made an appointment with these guys... Luckily I had all the contact info has written done and my updating date is coming less than a month. So, I wasn't worried that much. But still, I wanna able to use it! This guy Evan is my Genius guy. He found out the touch screen problem happens on certain serial No. iPhones. It's including mine. They are not supposed to exchange a new one for me. But he did anyway! And the manager is okay with this as well... No matter what, it's sort of Apple's fault. Anyway, here it is, I got a brand new iPhone. Felt so lucky! Happily for ever! Love Genius Bar.
i bought a replacement macbook battery less than a year ago and all of a sudden it puked. i brought it in to Dave at the GB and explained my situation. long story short, i walked out of there with a replacement at no charge and a renewed faith in mankind :)
I got my iMac 24 inch desktop back from them in less then 24 hours,.....but. And that is a big.....BUT! While watching them man handle it, leaving finger prints all over it, sticking scoth tape on it to attatch the invoice..etc. I thought..."Am I being too OCD?"
Well perhaps NOT. When I got home and hooked it up, there was DUST under the screen. What I mean is that under the monitor, there was OBVIOUS particles incased in the screen. I can do nothing about it unless I took it apart. I assume that when they were replacing the hard drive in my younger then a year old iMac that dust particles got trapped inside. Now I am forever stuck with a computer with black specks in the way of any film of video I wish to watch...
NOT COOL!!!!!!!
To be very frank and honest. I dread coming into the Apple store for the Genius Bar. Its about like going to some obscure government office to find a piece of paper that you need to get signed, but can't find the office and once you get there no one is able to help you. There have been numerous times this past year when I've made an appointment and have been sent home because, "We're too busy right now to help you." I ask you this...whats the point in making an appointment then? I don't like being told, "Make another appointment there are like 70 people in front of you." What about the time I booked RIGHT NOW?
I know everyone at the Apple Store is quite busy and there are a million problems, but that's no excuse to overbook people at the Genius Bar. Your technical support person shouldn't have to trouble shoot 3+ people at one time. If your running diagnostics on a particular machine I can understand this, but I don't think its very efficient. Why not ask people while they are waiting 30+ minutes to wait for help what their issue is? At that point you can determine exactly who to send them to and estimate (I use this word loosely here) how much time its going to take that way you can book people accordingly.
There are technical issues and user based issues that compound the problem. In 99.9% of my problems with Apple computers I usually do the research myself and fix the problem because it usually takes too long when I use the Genius Bar. When I have a warranty problem that's when I have to come into the Apple store. I've been using Apple products for almost 20 years now and to be honest there seems to be more and more problems with your products and more people less willing to help customers remedy the problem in a quick manner.
I don't feel I was treated with any sort of sincerity at all. I can tell when someone is being sarcastic and doesn't want to help me and/or just wants to get me out of the door that way they can go home and not deal with work anymore. I've had to deal with that before at the Genius Bar. Again, I totally understand that there are a million things going on and I've been in the position of technical support and its not always pretty.
My issues with my laptop still aren't fixed, nor with my iPhone.
I might as well get off my soapbox now because its utterly hopeless.
the only bar in san francisco with a plethora of smart, hot men.
"Not all heroes wear capes"
um, yea, they also wear blue t-shirts and work behind the genius bar at the apple store downtown.
you geniuses you... thank you for saving my day and making me grin from ear to ear with my replaced iphone! Ryan, you are the best! I'll be back for more genius interaction with my macbook.
Everyone has reviewed the Apple Store but if you already own an Apple product it is so reassuring to know the Genius Bar is there for you. They make it so convenient to get an appointment by going on line. I have been to this location numerous times and each time it is very efficient and helpful. They have names up on the monitor informing you when your appointment is and have someone greeting you to be sure you know they are there to help.
I had my problem fixed so quickly. In fact each time I have had issues whether it be my iPod or my Apple notebook they have been so great. When you are considering buying a computer or phone I would certainly consider an Apple product knowing you have this most amazing service at your fingertips.
Yeah to my friends at the Genius Bar!
6 months
2 macbooks
2 iphones
If it were any other brand with any other customer service, I would have said the hell of it a long time ago and gone with a competitor. But Apple lures me in time and time again (I love you, Apple!). I wrote a review before of the store itself but this review is a direct shoutout to the Genius Bar. My iPhone was acting silly last weekend and after numerous attempts at software updates and restores, I was getting nowhere. Tech support was useless too. Instead of enjoying my planned lazy Sunday, I dragged my ass to Union Square in attempt to get some Genius love. When I arrived, the monitor said they were all booked up with reservations and no more could be taken. The "concierge" said they were already behind schedule for the day. I began begging and pleading, but before I got very far, she had already pulled a "genius" over to me to look at my phone. Next thing I know, he's whipping out a laptop and telling me my phone has hardware AND software problems, and that he'd get me a new phone pronto. And that's exactly what happened. Thank you thank you thank you!
I have a macbook, things were getting a little wacky with the backlight and battery. So i wandered in, made an appointment, took a walk and came back...
It was a little bit of a wait, but not bad and you can make an appt online beforehand to avoid waiting.
In any case, the geniuses worked quickly to locate the trouble, even pointed out something i hadnt noticed needing repair...
The only thing I don't like is that my laptop and I are separated. This is tough. I miss my mac :(
But I love the geniuses for fixing it, and the super easy system where i have extra warrantee but don't need to actually bring in paperwork or recipts b/c its all registered online.
I dunno what those people who dont have macs do. Must suck to be them.
i *heart* the geniuses behind the bar at the apple store. i have been there three times this week, and everyone i have dealt with has been friendly, helpful and put my worries at ease. i have always been a Mac user, and it is comforting to know they back up their products.
so this week......
Monday: i had been having issues with my first generation iPhone for a while now, still under the year warranty. after a few tests (yes, they make sure you didn't spill coffee on it or drop it in the toilet) the determination was to replace the phone all together (thanks to Evan). i had not backed up recently, so went home, did so, and booked another appointment online.
Wednesday: at my second appointment, since there was already an order started to replace the phone, i was there for maybe 10 minutes max, and left the store with a fresh new phone, headphones and power cord.
Friday: so today i decided to be brave and bring them my defunct iBook (that does not even turn on) to see if they could get my info off of it (which of course, i hadn't backed up!) and put it onto my new MacBook. after a little tinkering (thanks to Adam) and nail biting (that was me) and an hour or so at the bar...viola! retrieved.
a word of advice...make an appointment before you go online through the apple store and get there on-time. if you don't have an appointment they can put you on the stand-by list, and most likely it wont be a long wait (since people make appts and don't show). also before going: back up your data and make sure your software is up-to-date.
I setup an appointment online, got there right at my appointment time and 30 seconds later, my named was called for service. The "Genius" who helped me out was very knowledgeable, took care of things quickly and was very friendly. Can't really say anything bad about this place. They took care of everything I needed done in a timely manner and were very professional about it.
So here's my experience: I call Stonestown (assuming its quieter than Union Sq.). I explain my (incredibly simple problem -- basically I need a part replaced on my Mac Book Air) situation. I am told to make an appointment, which I do, at the Union Sq store. I drive to downtown, park and get in line. Someone comes up and asks if I have an appointment. "Yes." Have I checked in? "Uh, no one told me I needed to check in." I'm checked in. 15 minutes pass. I watch this customer guy with an I-phone looking really bitchy dealing with this Genius Bar sorta gate-keeper chic. She is being really condescending, but professional. A combination of traits that makes me think of early David Spade combined with choking people. Uh oh, she is done with him and walks over to me, asks why I'm there. When I tell her, she explains that I need to leave my computer for 48 hours. I'm like, "I just want to order a part and have it installed next time. Can I just take my appointment?" The answer: We're really backed up, so you will have a long wait. Three letters: DMV. I took my machine and walked in to a place at Mission and South Van Ness, ordered the part and will have it installed next week. Voila! I will never mess with the Genius Bar again.
