Apple Old Orchard

It's fun to visit Apple stores during normal times, but our pandemic-era visit to this store was an altogether dystopian experience.

My technophobic Missus purchased an iPad last summer from the Apple Store at Abt in Glenview. Over time, its screen became progressively less responsive to touch. Since the device was still under warranty, Abt advised her to make an appointment at the "Genius Bar:" https://macreports.com/how-to-make-a-genius-bar-reservation/. Holy hashtag, does this site require fortitude to navigate! Landing on the appointments page was tantamount to winning a lottery prize.

Due to Covid restrictions, we couldn't just enter the store. A security guard directed us to stand in a long line of customers who also had Genius Bar appointments. Ours was for 5:30, but 5:30 came and went and we stood outdoors in chilly weather until 6 PM before we were allowed inside. At one point, we observed a panicky woman who, locked out of her iPhone, got turned away because--heavens!--she had no appointment.

The rearranged store with its 'teller windows' was about as inviting as a currency exchange in a bad neighborhood. Guards were instructing customers who merely wanted to shop or browse to visit a Best Buy instead. A "genius" connected our iPad to his laptop and, using a diagnostic app, he confirmed that our device was defective (FYI, the "Genius Bar" serves no beverages, not even SmartWater). He ordered a replacement iPad which was to be ready for pickup in 3-4 days, and thankfully no appointment would be necessary.

Replacement iPads are not 'factory new,' nor are they exactly 'used,' 'refurbished' or 'reconditioned.' An Apple person described warranty replacement devices as "like new," assembled from a stockpile of spare parts. Well, whatever. Warranty coverage on replacements is either 90 days or the remainder of the 1-year warranty on our original purchase, whichever time period is longer. Unfortunately the warranty does not cover the cost of a new screen protector for the replacement.

Luckily we didn't have to wait long in line to exchange the old iPad for the replacement. A specialist verified that the old tablet was backed up to the iCloud before walking us through the steps of wiping it. Though I'm a Windows guy, I had no difficulty with setting up the new iPad. But this "like new" tablet was loaded with an earlier Apple OS which took a looong time to update.

We were trying to make an appointment but you cannot contact the store directly. You cannot make an appointment instore for technical support. No matter how hard you try, you will be assisted by AI and being persistent a representative will help you.
AI sent a link and you have to choose options but at the end they will give you literature to read and help yourselves.
Finally we were taken by a rep and I said that we need to make an appointment. I told her we have tried everything as per the literature that iphone guides us through and what AI sent ys which is the same stuff. But she said that she would like to try. She was so slow that I could tell she is just reading through the literature. At every step she was making us wait on hold and come back. Finally after 20 min she decided to make an appointment for us.
But that was another experience as she took another min to make appointment. When asked what is taking so long, she said that there is process we have to go through.
Technically apple has made extremely difficult to make appointments with them.
She helped us make an appointment two hours out.
Had appointment at 2:40pm. We checked in there at 2:35pm but none of the rep took us until 2:50pm
He erased our apple watch and put our watch on charging and said he will be back.
After erasing things were easy and I just followed the steps as they were guided by literature and we did it ourselves. Guy never came back as he was attending someone else and we just left the place.
The place is very busy and they do no have enough employees to help people.
Apple is making products to make money but is not caring about customer support anymore.

AirPods Max Battery Drain Issue Remedy

I took my AirPods Max here because after purchasing them on December 18th, the battery drains to 20% or less after about three hours of use and (similar to others that I've read about online while researching this battery issue) they drain to 0% even when not in use and stored in the case that's supposed to put them into sleep mode.

I find myself questioning whether Apple, or Apple Old Orchard's store's policy - which was to have me sign a work authorization agreement, hand over my $600 headphones to them, and cross my fingers - is trustworthy.

I was told that in 3 to 5 business days one of three things will happen:

* Their off-site repair location will run diagnostics to determine whether the headphones can be repaired, including re-installing the latest firmware (which they are already updated with).

* They will repair them by either replacing the battery or other components.

* If they are deemed irreparable, they will replace the old headphones with new ones.

I signed a document that doesn't protect me at all and I feel like I'm at the mercy of Apple to do whatever they choose to do. Meanwhile, I am without the nearly $600 headphones that I paid for in full.

My only recourse is to leave this review, which I will gladly revise if this works out in my best interest. Hopefully Apple does the right thing and all goes well.

We'll see...

Update:

Just picked up my AirPods Max yesterday. Apple kept them for nearly 2 weeks. Had to send them to be diagnosed and repaired. I was told that they replaced the right ear cup, meaning the whole encasement plus battery. So far so good... Although I did hear some undue low end reverberation, on the right side that I hope does not recur. Just making a note of that here and now

Regarding the Apple Store Old Orchard, their customer service stinks. It did when I bought them in as well as on the way out. I'm contrasting that with the treatment I received in the past at the Northbrook store- the polar opposite, with the operative words being customer and service. So, Apple gets three stars for selling headphones for nearly $600 that are faulty. The Old Orchard's stars remain reflective of them as a business.

A busy store but the wait was short and I was attended to easily. Quick in and out to get a new charger for my "vintage" laptop.

I stopped in there regarding what I thought was a cracked screen on my cell phone. They couldn't have been nicer and more efficient and to top it off it was my screen saver that was damaged and not the actual screen.

No appointment , just needing to get something fixed.

Thanks guys for taking great care of me.

Much appreciated

They had 20 people standing around and told me it was 1.5 hour wait to fix my iphone ear phones because people hadn't been trained in it. Disaster.
Avoid.

Ok so I was at Apple Store by ABT they checked my phone completely out and said You need a new battery , but they didn't have the one l needed , so they told me to go to another one , so l go to Old Orchard 3 1/2 hour they said l needed a new phone but the people at the other Apple Store said There Is Nothing Wrong With Your Phone You Just Need. Battery but the ones in Old Orchard said no the manger said we can't put a battery in because your phone is old you need a new one , l said I will pay for the battery if it dosent work it's my lost , I did say how much is the cheapest phone 800.00 I can't do that just put a battery in please , said his manager said he couldn't do it so l left 3. 1/2 hours later , I went some place else and got a battery for my phone, phone is working fine and I didn't have to but a new phone Now if the other Apple Store didn't do all the up grades and check my phone out completely and tell me Theirs Nothing wrong with my phone l would have wasted 800 that l don't have

I was here like 20 minutes ago and was waiting for help and nothing. There were like 4 employees guys standing around and not helping. If I could give a 0 I would worst Apple Store ever. I was going to buy the Apple 15 pro max but never mind. Usually at other Apple Store you get greeted and at least tell you how long the wait would be. I be no longer be going here. Employees do better next time for other customers.

I've been there once to get a laptop. Quick and nice service. Also, you can get some rest when tired with shopping in the mall. They have sits there under the stage.

Zero stars would be given if possible.
This was a simple problem that could have been resolved so easily. Unfortunately they click and hiss and have audio dropouts.

I immediately called Apple online support who told me that they would go through some troubleshooting With me. We did so. The problem still existed so he told me to bring the pods into the old Orchard store where they would be exchanged or returned. i even explained again That the air AirPods were a gift I didn't have a receipt and I didn't know where he she purchased them. He said not a problem Apple stands behind their products and that I would be able to exchange them without a problem but I would need to set up an appointment.
He told me that airpod pro have had so many issues that there is a service program for them that admits that they are defective (link attached):

https://support.apple.com/airpods-pro-service-program-sound-issues

Once at the store I explained my problem to staff and shared my screenshots with them regarding Apple tech support telling me to exchange them at the store. The tech guy said that there is a huge volume of defective headphones still being produced now that have the same issues, and that he would run some tests. He said that regardless of the tests if the problem still exists that the exchange/return would happen. He said he felt bad for me because this happens so often. I was covered. He said.

The story changed 40 minutes later when I was told no exchange would be possible. He changed his story he said that the headphones passed the diagnostic tests. He sent me packing. I went outside where it was quiet and test them out again. The problem still existed. I went back into the store where I was met with more rude attitude from the manager. Essentially telling me that this issue was not their problem

I spoke with the manager some more, who didn't seem to understand my issue, nor was she willing to hear me out. I tried to show her screenshots of what I was told by tech-support, but she did not even want to see them. She basically told me what their policy was and that I was on my own. She even began to argue with me about how long I waited before understanding the issue. Apple online tech support even made the appointment for me. She insisted I was wrong. Who does that?

I am nowhere with this problem. I feel like crap, I feel like I was treated like crap and given miss information across-the-board.

Thanks,
Simple problem could've been relieved easily, it wasn't so now you will receive my review. Nobody over there seems to care anyway. Now I sit here talking to Apple customer service yet again to try to deal with this problem.

old https://support.apple.com/airpods-pro-service-program-sound-issues

orchard apple store you are terrible, the manger especially Michelle.

Experience: I needed a MacBook Air (as pictured below) and in order to do so, I was told that I have to purchase it only online and then pick it up at the store. I thought that was annoying, however I was able to navigate online and it was pretty simple. Just wish I was able to physically see it first before buying.

Parking: This location is part of Old Orchard mall and therefore has a parking lot included. Note, spots may vary depending when you go, especially on weekends.

Worth: I mean it's apple. The online service was easy and user friendly. I was literally inside the store in less than five minutes. It was in and out. And of course, since it's apple, it is going to be expensive. In addition, they ran out of bags so I had to carry my brand new MacBook in the box.