APPLE COMPUTER STORE

The laptop was taken in for service after (free) telephone consultation with an Apple Expert regarding occasional keyboard and trackpad freezing incidents. The hardware change solved the problem, and there have been no further problems to-date. The telephone support was excellent: courteous, friendly, knowledgeable, thorough (not hurried), and the diagnosis was spot on. The recommended repair took two days as estimated when I brought it in. Besides a positive repair experience, when I shop at this store for computers, peripherals and accessories, I find the sales people very helpful and knowledgeable answering questions. When one doesn't know an answer, they'll call in another to help me.

Generally this place is crowded and it takes some wait to get help, though they do try to accommodate for the demand by being eager to please and working hard at it. I have found that the staff doesn't always know the answer to our questions, which is very frustrating.(This was especially true when I was trying to learn to switch from PC to Mac-they definitely need better training for that). But overall, the service is never bad and often they are very helpful. Prices are, of course, too expensive-but the product is singular, so there is no recourse for that. The store itself is big and has lots of demo pieces to look at and play with, which is a real plus. While I am not completely satisfied by our experiences here, it has been better than any other computer store or supplier. One really positive thing about the Apple store is that if we have a problem with anything(e.g., an iPod that failed), they tried to fix it on the spot and when they couldn't, they traded the failed one for a new one, no questions asked. I will definitely go back.

I have had a very good experience with this company however I think that it was a little less than what was advertised. The computers are not fantastic. They always go out of their way to take care of the problem. The service is good but you have got to do more than expected. The price is high but good enough to pay for. The computer is still under warranty so there was no charge at this time.

I TOOK THE LAPTOP TO THE GENIUS BAR (TECHNICAL SERVICE DESK) IN THE PALO ALTO APPLE STORE, WHERE I FOUND THE TECHNICIANS TO BE FRIENDLY, UPBEAT, AND HELPFUL. WHILE THEY COULDN'T CONFIRM THE PROBLEM ON THE SPOT, THEY OFFERED TO ORDER AND INSTALL A REPLACEMENT DRIVE IF THE PROBLEM PERSISTED. I CONTINUED HAVING PROBLEMS, SO I PHONED THE GENIUS BAR AND HAD THEM ORDER THE NEW DRIVE. THEY PHONED ME TWO DAYS LATER, WHEN THE NEW DRIVE ARRIVED, AND THEY ESTIMATED 24-HOUR TURN-AROUND TIME FOR THE REPLACEMENT. I LEFT THE LAPTOP THERE THAT EVENING, AND I RECEIVED A CALL FROM THE STORE SHORTLY AFTER NOON THE NEXT DAY, SAYING THAT THE LAPTOP WAS READY. I WAS VERY PLEASED WITH THE SERVICE PROVIDED BY THE APPLE STORE.