Reviews of Apple Hilldale (Computer Repair)

Jamie Crypto

Love the new Hilldale location. Reps are always very friendly and do a great job with the craziness being so busy all the time.

james mahony

Smart ass millennials getting fresh. Talking back I.E. (“I’m not an electronics Engineer so I don’t know what to tell you”) Them young’n need a lesson in yes Sir, no Ma’am

Chutikarn Chitboonthavisuk

Really bad services, I was waiting for someone to come to me for 40 min. When I asked one of the staff and said that I need to go now, he just said "well, we can't help anything" Awesome! Why do we need a reservation :)

Sherry Kong

awful experience as usual, wanted to buy a iPad, the staff just said go wait there and he would be there in a min , didn’t ask for any info . waited 10 mins, no one came, the guy was still standing there doing nothing. There were over 10 staffs working, half were talking to each other , wondering around not helping anyone

Carol Larsen

Busy busy busy. Expect to spend time there unless u r window shopping

Tom Sturtevant

Typical pompous additude, can’t be bothered to listen to a customer. It’s their way or the highway, I’ve tried for years to be an apple customer but I think I’m finally calling it quits after my visit to this store today! Can’t say I’ll miss waiting an hour every time just to be talked down to and belittled.

Erica Wagoner

I had made an appointment to have them look at my iPhone that stopped working. They unfortunately couldn't fix it, but did give me a good price for a replacement. I couldn't get my phone to back up from my computer and they called and help me back-up the dying phone that was at the store on the iCloud and walked me through the steps to restore everything onto my new phone. Jared was so helpful and I was impressed he called back and did all he could to solve the problem.

David Montesinos

Went there to buy ipad and accessories, took 40min to be helped. No obvious check in area. Friendly staff once i got assistance, but very chaotic customer service management. Not recommended for lunch time errand. Lots of waste time waiting.

William Hauda

They robo-called Madison area residents on 19 June, including cellular numbers in vehicles while those were being operated, distracting drivers from safe operations.

Jbooth

I was very hesitant to call after reading some of the reviews for this particular store, but I learned that by calling apple you need to talk to the right person. If you end up talking to a "specialist" over the phone and they are overly rude, get their name, hang up, and try calling later. I ended up getting lucky today when calling. The automatic voice recording said to wait because they were busy. After about 5 minutes, someone answered. The specialist was very polite and she was very understanding about my inquiry. Although she was not working in the store at the time, she was able to call the store directly and get me the info I needed.

Trevor Picot

Wow the first two times they did not see me and denied my reservation even when I had email confirmations. I am writing this review while waiting for my 3rd appointment. I have been waiting to be seen for 20 minutes already... this is a joke. I received the $2,000 laptop and it didn't work right out of the box. It took me 5 days to get an appointment. would not recommend this location for professionals or busy students. UW Madison can do the work much faster and is much more professional. Probably the worst Apple Store I have been to so far.

Jon Yoon

Great experience!

رجل استثنائي

Very rude employee , Worst customar service ever .

Alison Rab

Beautiful location and friendly staff.

Mike Polelle

Couldn't agree more that customer service has declined. I went in to buy an iphone X, new exactly what i wanted - just wanted to buy it. I was put on the "list" to find someone to help me with features (although I didn't need that). After 10 minutes someone came up and asked to put me on the list again. 10 minutes later still no one had helped so I left. What made it particularly frustrating is that the store was not busy and at any time there were three to five apple employees just having conversations amongst themselves. Never had a reason to switch to Android until now.

Maggie Nordquist

We went in to buy a MacBook. The greeter was really friendly and told me it would be a few minutes before she could match us up with an employee. It ended up being about one minute before someone showed up. He was very helpful and the whole process ended up only taking a few minutes.

Tom Danks

I had Iphone 6 battery issues, did the analytics app, chatted with Apple Rep, determined my battery indeed needed replaced, set appointment which is 45 minute from my house, got to appointment, "Genius" did the same things that were already done and was told they do not have the batteries in stock and will email me when they do and then I will not need an appointment too have battery replaced. So, I wasted 1 1\2 hours of my time and have to go back when they get some batteries. Worst service ever!!!

Gary Schulz

One of the very few Apple stores in the state making it a very busy place. Walk-ins will wait for a while until a tech becomes available after you check in. Recommend making an appointment before going. Tech was very knowledgeable and courteous and solved our issue. Limited seating if you are waiting. They will text you if you decide to check out nearby stores when they are ready which is nice.

Anne Ersig

Every time I have gone to this store I have received helpful service as quickly as they've been able to provide it to me. Today it was replacing the up arrow key on my MacBook Air. I walked in - without an appointment - when the store opened. Walked to another store while I waited, came back after 20 minutes, and was seen by a Genius within an hour of opening. Considering how busy they were, I thought this was pretty amazing. Then, when I said that I needed the computer to work all weekend, and could not leave it with them, the person with whom I was working (whose name, regrettably, I did not get) worked some magic, and Jared fixed it within minutes. I now have a fully functional keyboard and am very happy with the service I received.

Kurt Zelm

Always busy. But worth every second you wait. Also, dogs are allowed. :) I brought my Great Dane who kept me company while I waited for some service. She got all the pets and love from other customers!

Laura C

Basically: Employees super nice. Apple needs to get it together and not be cheap with hiring technicians. I made an appt for Tuesday 8:15pm by phone (called the Apple store). I was 20 minutes early to my appt and was told that they were "running on time" so I should wait. I waited, but I was not helped on time at 8:15. Instead, I had to wait until 8:45, then a technician was available to help me. Why did the Apple store not have a technician available for my scheduled appt? This store is either understaffed (of technicians) or the appts need to be scheduled differently. The time is takes to replace the battery is 45 minutes, but because I was not assisted at my scheduled time and the store closed at 9pm, I had to leave my laptop at the store and return the next day. I could have avoided a trip to the Apple store if the appt was either (1) done at the time it was supposed to get done, 8:15 not 8:45; or (2) the store had scheduled a time for me that had a technician available. Even though the technician who did finally help me was nice, it was a very frustrating experience and made me think that I should take my laptop to get a battery replaced some where else next time.

Gregg Plummer

Crowded, busy and one of the Apple "Geniuses" managed to delete all of my daughter's music library off her iPhone, which was not her desire.

Joshua Slagoski

Came in the other day, wasn't even greeted. Not for the whole 15 minutes I was in the store. Wasn't even acknowledged or looked at. I am a lifelong PC/Android, potentially switching to Apple. I guess I will continue to use PC/Android. I get much better Customer Service elsewhere. Like other reviews, this place doesn't even deserve 1 star.

Ben R

Very impressive. Just don't let them EVER activate your phone and plan on waiting 1.5 hours for ANY upgrade.

Lynne Kilby

I’m pretty tech savvy and thought the comment about “elderly people” was VERY gratuitous. Apple products are by no means perfect, but I worked tech support for MS Windows for many years. I’ll take Apple any day of the week. BTW—I’m 74 yo, thank you very much!

Ethan Penager

Always knowledgeable and welcoming. Busy usually and you still get a warm welcome.

Jennifer Karpinsky

Don't bother if you need to run in and out quickly. Just needed to buy a replacement charger and I wasted a half hour standing around trying to find someone to just check me out.

Jody Mcfarlane

My son's Iphone7 crashed. We purchased it last April. Awesome service from Jay at the store. After a few diagnostics checks to see if the phone could be recovered (and it could not), my son walked out with a new working phone without one dime spent. Took about an hour or so to run the diagnostics, set up his new phone, and get it established with our network provider. Jay was extremely helpful and knowledgeable giving us some useful tips and ideas. He understood the phone set up and process well. Without his help, this could of been a slow and painful process. Very happy and satisfied customer. Thank you Apple Hilldale!

Adam Burgess

Always enjoy visiting the store. Reps are always friendly. They deserve credit for the chaos they handle every day. Love the New Hilldale location.

Abigail Nadler

It's Christmas Eve and I really thought it was going to be a long shot to go to the mall and actually walk out happy with a new iPhone. Thanks to the SUPERIOR service of practically the entire Apple Team I was able to walk out as a VERY HAPPY and SATISFIED customer. The customer service I received from the crew today completely exceeded my expectations. Each and every one of them, and by everyone of them I mean....Patrick, Josh, Neil, Doug, Greg and Lori did a wonderful job working through all of the questions I had. Thank you all for your help today. You made this girl VERY happy! Keep up the great work!

Dallas Miles

Consistently good experiences and good customer service, as you would expect from Apple.

Ceaarus Schroeder

I came in and it was very busy! The crew was great! My phone however was having multiple problems with the hardware. I hadn't backed up my phone in a year and my wifi was no longer working. Sam, sierra and 3 others were soo helpful and patient with me that day! I waited 2 hours due to not making an appointment and them being soo busy but they were not rude or rushing what so ever. We were there way longer than expected due to the complications with my phone. But These guys really made something soo frustrating not so bad! Hope they get some recognition for their hard work and all of their efforts to make sure I left happy. Which I did!

Paul McQuesten

It's Apple. Very competent and smooth

Diki Tashol

The store was little crowded.. I was here first week of October...Had to wait few minutes till one of the customer service approached to help.. Went and brought what I had in my mind was In and Out.... The lady was very helpful and got what I exactly wanted to buy.. This was pleasent shopping experience at Hillsdale Apple store..

Maggie Turnbull

I am fully invested in the entire Apple ecosystem, but if there is ANY way I can avoid their stores, I do. I just don’t feel that the sales people are deeply experienced with the products or know anything beyond what you can look up for yourself online. They are full of simplistic information and tend to be more limitation-minded, as opposed to solution-oriented, and are completely noncommittal even about little things like recommending a good time to come in when it’s less crowded. Were I a complete novice user maybe that would be ok, but I find this really tries my patience and when I leave I almost always feel it was an irritating waste of time (and I need to do the Watch’s breathing exercises). Apparently there is another Mac certified store in town, and I’ve heard they are excellent and worth looking into.

Andrey Mikheyev

Middle of the day, crowded. Well stocked.

Thembi Zulu

Snide and egotistical! Deliberately told me to come back two hours later (when the store was closed) so that I would miss my appointment time, instead of making an appointment for a different day. Then when I actually come back (while store is still open) tells me I can not have my phone serviced or held over night, which previous employee told me I could! By the way, previous “employee” slid into the backroom as soon as he saw I was back! If your are not white, expect to be treated differently! It is not what you say, it’s what you do. #blacklivesmatter

Julietta Johnson

I'm very frustrated with the help, or lack thereof that I received at the Apple store.

Tarek Helali

Apple store is always a fun

Letitia A Walker

The best Apple Store around. Great way to purchase up to date Apple products. Easy to set an appointment on line your wait time is cut and it is at your convenience. The Product Specialists are highly trained. The Geniuses at the set up area are superior to anyone in the Madison area. These folks bend over backwards and have patience of saints. They are willing to help with questions and help with out dated computers, iPad and phones. Step by step they are here for you! It is a site to see! Come to purchase and or update tour whole family and all their needs!

Frenzy FX

Crappy service. Not sure if it’s race related or ignorance. I came in made an appointment. I explained my issue with my phone not getting notifications etc. my appointment was for 2:00pm I was in the store at 2:00pm all reps were occupied I stood at the door for about 10minutes and never once got a “hang on” . I began to walk trough the store to seek assistance. I was stopped by A rep asking me to go back to the front and wait for someone to check me in. I did as I was told she came and check me in at 2:15pm. She stated that they sent a message at 2:12pm informing me that there were moving on to the next customer that I have to reschedule my appointment. And she never apologized for the mix up. An older Caucasian couple came in right behind me and were assisted without an appointment. How do i know? Well the wife stated “we don’t have an appointment” and he other guy said well we have an opening I can help you here. That’s a problem. This is the only apple store in my area and moving forward I’m going to android. I am an apple customer and deserve the same treatment as all othe customers ! This was not my screw up it was theirs.

Billy Weber

Really helpful staff that answered all my questions and help me set up my new phone. 10/10 recommend.

Prem Kamal

Service is very professional and staff is friendly. They do try to be helpful and get your problems solved. Wait times are a bit high though (~ 10 minutes past appointment time even if you are right or early in time).

Christiana Kmecheck

I just love the Hilldale Mall because there are so many stores and it's always so beautiful. They have it decorated for Christmas and music is playing outdoors!

Nate Miller

I am a longtime Apple customer and have always had excellent product and service experiences with the company. I have long been impressed by Apple's customer service and have been treated excellently at stores across the US, including the previous Apple Store located in the West Towne Mall. This week however, I had the misfortune of visiting the new Hilldale location where I received extremely disappointing service. On my first visit, I was upgrading my iPhone as part of the iPhone Upgrade Program, and the employee I was working with was extremely unprofessional. He was blunt and unfriendly, and helped me very hastily while working with another customer. I was particularly shocked by how rude he was to the other customers he was working with - they were trying to restore their iPhone and he was very passive and unhelpful. He gave me my new iPhone in the box and said that I was ready to go - no setup or anything. I asked him to confirm that he had closed my previous upgrade loan, and he said that he forgot to and would get to it. When I asked him to confirm that the loans were set up correctly and that I would receive email confirmation, he was dismissive. Overall, this experience was extremely disappointing from Apple, and I expect better. Just today, I went in to see about exchanging a faulty MacBook Pro charger. I did not have an appointment, but I assumed it would be a relatively quick and painless exchange. The employee I spoke to told me that had no appointments and no walk-ins, despite the store appearing relatively empty. I told her that I had driven all the way over and asked if there was anything she could do given that it was such a minor issue, but she turned me away and told me come back another day. Again, I found her conduct to be unprofessional and blunt, and what I thought was an isolated issue appears to be systemic mismanagement of the store. If you can, avoid this store and go elsewhere, as their employees are rude and unhelpful. I subsequently had an excellent experience working with Apple support online, and I am very disappointed that this same service has not been extended to the Hilldale location.

Rochelle Ray

I had a bad iPhone 6s Plus battery. They were prompt and took good care of me. Phone now hold a charge!!

Tom Seaworth

Just wanted to give a big shout out to Krista S who was able to get my Iphone issues/ cell phone issues resolved and was able to get the whole thing taken care of in about 30 minutes. She was funny, easy to work with and all around awesome. Def recommend this Apple Store and Krista.

Annette Gates

We chose to wait the 90 minutes in store. Was told he would bring it out to us when completed. Waited two hours. Went to ask and was told you have to check in to get it. I pointed out the boy that waited on us and stated he told us nothing about checking in. Told two people. Nobody cares, all spoke like robots with fake smiles. Lousy way to spend a Sunday afternoon.

PJA FILMS

I waited at 2 fricken best buys to get knowledge if they had airpods and they didnt, then I went here and they came put with them within 5 minutes

Ashlen Chapin

Horrible customer service. Out of all my experiences at the Apple store, I have had one person care more about my experience than the money in my pocket. That one person has been the only one willing to help me find a solution cheaper than paying for a brand new product basically. The entire company is a rip off as they aren’t willing to back up their products. Go with an android. You won’t regret it.

Linda Baier

Woman "greeting" customers at the door was exceptionally rude. I turned around and left.

Jill Mitchell

Can not believe for the number if people thst have apple products they csnt have a better system for customer service.....

Shahid

They always seem to have issues, sometimes with diagnostics and sometimes with others. I use my computer for work and it’s critical that I have it at all times, yet these careless folks don’t even bother to pick up the phone. And by the way, the reason they weren’t able to repair my computer in time was because of AT&T?????????!!!!! HOW DOES THAT MAKE SENSE? IM TALKING TO APPLE NOT ATT DAMN IT

Corbae L

Terrible customer service. Employees behave as if the customers are idiots. Almost impossible to actually buy something. Had to go search for someone to give money to, being told by the employees, wearing blue shirts, find someone in a blue shirt. Why treat your customers as your enemies? Will never go back and will never buy an Apple product again.

Tom Long

Scheduled appointment through customer service and was told to come early. Lady checking in at the door was a little rude in the way she handled me being early and told me I probably wouldn’t be seen until at or after my time slot. The first impression is important and the initial greeter could have just owned the situation, apologized and made my experience better.

Thomas Kuenzli

Apple stores always take care of your needs. Great service, great knowledge and the best products!

Miguel chantes

Tuesday at 2 pm there were people waiting to be noticed for not less than 30 min I was one of them . How come such a big company like Apple doesn’t have self checkouts at their stores? Ridiculous!!

Alisia Lovely

Absolutely awful! Waited for 40 min after check in to buy a new phone then was told another 45 min at least and I could make an appointment. Then tried to make an appointment and was told the don't take appointment for anything but repairs!! Would be better if there weren't 3 employees huddled around one customer

Jerry Gibbs

Not bad service was great. Beer, wine selection is great. Food is ok, not bad or great. Frites are mediocre

Tenny Chonny

Came in with an iPhone 6 Plus that died due to battery failure (the thing wouldn’t boot or anything, even while plugged in, note that it had been having issues with low battery life). After an hour of waiting, some one came out to run some “diagnostic tests” and claimed that there’s something wrong with the motherboard. When I asked if they could just change the battery (for $30 promotion because of their slowing down devices scandal), the tech said, “it would not solve the issue and that I should pay $300 to have the device replaced.” So I left and went to Madison Tech Hero’s, I explained to them the issue. They promptly plugged in another battery and low and behold... my iPhone 6 Plus that has “motherboard issues” arose from the dead. Then the tech at Tech Hero’s asked if I wanted to go back to the Apple store to have them replace the battery (for their promotional $30 because it would cost $65 at tech hero’s), I said, “No” and got it fixed at Tech Hero’s. At least Tech Hero’s won’t waste my time give me some bull s*** excuse like the Apple store. If you need your device fixed without having your time wasted and be pushed to spend more money, go to Tech Hero’s. I regret wasting 2 hours at the Apple store.

syed aleemuddin

Great place, friendly staff with really good coordination

Reannah Jones

Holy smokes, the customer service here is quick and incredible! The people working here are on top of things! They are very informative, too. I was in and out with my order, although the store was cram-packed! Also, I just have to comment on how well lit the place is. I don't think I've ever seen that amount of light clarity anywhere else, before, in my life. Apple really wants you to be able to see the very best light of their product (literally and figuratively)! Hah! Apple continues to amaze me with their brand!

Shannon Korpela

Top notch customer service each time I’ve come in. I had a somewhat complicated return situation tonight, and all of the specialists I worked with were fantastic - original transaction through return/replacement. Thanks so much.

Paige Schank

Took my phone into Apple for the $29 battery replacement and I was given back my phone with a new display screen because they broke mine. During the process of getting my cloud backup on my phone we saw the display screen shift and change several lovely colors. They didn’t have a replacement in store and told me I’d have to wait a few days. They let me leave the store knowing they broke my phone and now my phone is getting worse (camera and snapchat cause the phone to shutdown, fingerprint doesn't work). I called Apple care and they had no solutions of offer me. I called the store that did the battery replacement and they said the phone was already ordered and they'd call me when it was in. They told me the only other option was to come into the store and pay $349 for an iphone SE to use temporarily. I'm shocked and frustrated over the "care" I've received. I'm a loyal customer and should feel like I'm in good hands. The Apple Repair Terms and Conditions states: "Apple warrants for a period of ninety (90) days from the date of service (1) that service will be performed in a competent and workmanlike manner and (2) that all parts used to service your product will be free from defects in materials and workmanship". Very kind and polite employees but they didn’t go above and beyond.

Schrady S

Unbelievably bad service. I came in yesterday to buy new AirPods. The girl convinced me they went on sale today and she told me to be at least 15 mins early. No line, no airpods. Clueless employees with no idea when they would have some. Nice to know they all have such good training. How’s the android??

Mariah Hanson

The employees are helpful but expect to wait at least an hour to get help, no matter the day or time. And if you make an appointment, it will most likely start about a half hour late! The store is beautiful and it seems to be well staffed, but somehow it takes so long to get assistance. I went in because my iPhone 6 would randomly turn off multiple times throughout the day. They rebooted my phone (wiped it clean, and updated it) free of charge.

Mike Meyer

I’ve always handed down my iPhones to my son. This time he bought his first XR on his own. Everyone was great. Walked out with a very happy boy. Service was top notch. First experience actually in an apple store. Now I know why they are so popular. Nice job apple.

Cailan Shannon

Well, despite the long line of people and the crowded floor, I was shocked at how quickly we were seen. We got what we needed and Matt was a fountain of knowledge! I also appreciate the fact that we weren't ignored, even if we weren't next in line.

John Wardale

The new digs are nicer than the old West Towne Mall, but it's still a loud, crazy Apple store, but I assume that's what you want when you chose to walk in. Of course all the Apple people are friendly and knowledgeable. The fact that Apple insists on a FEW really GIANT store makes you feel like a cog in their giant wheel, rather than the more personal feel of any smaller facility. ... or maybe it's that "Manhattan Energy" the place gives off. I always get what I come for, but also always feel like I need a beer to unwind after I'm done there.

Sandra

Very polite and professional people! Knowledge about the problems and very respectful to costumers!

Preston Collins

We were quite disappointed in the low level of service we received at the Apple Store at the Hilldale Mall in Madison Wisconsin this evening. We were looking to drop off a phone which was in need of hardware repair. There was no rush in receiving our phone back, we simply wanted to drop off the phone and have it repaired at Apple’s convenience. We were told by one of the employees that the store that they would be closing within 30 minutes and they were unwilling to write up an “intake“ form and hold the device overnight. The employee pointed to a backlog of repairs due to Apple’s battery problem as the reason we could not even drop off our phone this evening. This was poor customer service and puts our willingness to spend anymore money with Apple in doubt.

Anthony Cesnik

The Apple store is usually crowded, so expect a little wait during busy times, but it has a cool design and good music. I've had to wait to get attention from employees a bit more than usual here than at Apple stores, but I think that's partly because this store serves Madison and a large surrounding area.

Michelle Webster

I called today because my credit card wa stolen and someone charged almost $6000 on my credit cards at this store. The manager said they were sorry but there is nothing they could do about it. They dont check photo ID even on big purchases, even if something is declined. That was it, nothing else. This is why I will never get an apple product. They pretend they are worried about security but they just want people to buy their stuff. They dont care if it's a stolen credit card or not.

Fer nieto

Great customer service, apple products are great too.

Maj3st1c T1g3r

I went their to get my iphone 7 repaired for a software problem. They fixed it and the staff were friendly and knowledgeable. I’d go back their again to get my phone fixed.

Christina Tway

Poor customer service! This location does NOT even deserve one star. Very visit has been a terrible visit. The staff are rood and inconsiderate. Not very welcoming also. I DO NOT recommend this Apple store at all. They definitely need to work on their customer service.

Madison Badger

They have a “local” number but it’s impossible to speak to someone there. The phone call automatically gets routed to a useless Apple Call center. Why do they post a 608 number if they don’t accept phone calls? Useless and rude.

Cathie Monroe

We drove from a hour and a half away to trade in 3 series1 watches and purchase 3 new series3 watches we arrived at the store at 3:30, the store was very busy they took our name, we waited around 20 minutes when it was our turn Jax came to help us he was very friendly and very helpful took care of my daughter, daughter in law, and myself handled all the trades and new purchases very efficiently all in all had a great experience at this store will return again.

Kong Vang

I went to get my phone repaired due to an issue with the manufacturer defect. It was a free repair but they did not have a loaner phone for me. We asked to have the phone sent to the house since we wouldn’t have to return a loaner. The phone was 2 days later than they said it would take. When I received the phone I couldn’t set it up because they lost my SIM card during the repair and never told me. We had to drive across town to get a new SIM card from the store and it took over an hour on the phone with Verizon to get the phone restored. Overall my experience was frustrating and very inconvenient.

Alex Cue

Fast and courteous service

Andrew Pharo

This store is a total rob job. Took my iPhone XS Max in for issues with it constantly restarting. Store was able to duplicate the issue and stated no visual damage to iPhone. I get a message from Apple that my phone is damaged visually and camera cracked. Stephanie was the one who tried to assist but refused to help in any way. I will not step for back in this store except to pick up my now broken phone they broke. DO NOT GO HERE!!! Apple has no customer service and doesn’t stand behind there product.

rick krakau

Tried calling to set up an appointment and was on hold for 15 minutes and finally transferred to a call center in South Carolina. That person could not answer my questions and suggested I call the local store.

Albert Kilger

Great store and great customer service. Came in with an old heavy Mac Pro and was immediately greeted at the door and they carried my computer to the back of the store for me. While walking through I was checked into my appointment within seconds of telling them my name. My issue was resolved in under 20 minutes and best of all when I asked what I owed them, they said just a smile. Extremely impressed with the customer service.

Corey Mackey

Terrible service. They said 3-5 days for a battery. Its been 8 and when I called the automated service hung up on me 4 times. They can't schedule a repair, they just give you a 48 hour window. They were not helpful in the slightest. If you pay apple prices, you should get much better service. But at the end of the day, they are the closest one around, so nothing to do besides write a bad review. I do feel a little better...hold on I need to charge this computer, still a terrible battery.

Todd Jones

I'm not an Apple customer. I came in to pickup a charger for my wife's air. There is no counter to get in line. It's not first come first serve, it is bizarre. It's whoever pushes to the front of the line. Not good

Nathan K

Great service from a apple genius today.

Brett Keene

Terrible service. Was told I couldn’t be helped despite multiple employees standing around. Was told that I should know better than to show up at 6 PM and expect to be hoped. Store has become a social hangout, serving no purpose to help customers.

Jason Strader

This whole store needs customer service training 101. Did my own independent study to see how truly bad it was after hearing about it. Placed a pretty good size order online and went there to pick it up. Using the timer on my phone it went way over 20 minutes before I approached an individual to ask for help. Never did one employee even acknowledge that I was in the store or even ask if I was being helped and 15 times an employee walked past me. They all have their faces buried in IPads and phones instead of acknowledging customers. I will say once I engaged an employee the rest of my time there was excellent and the individual whom assisted me was knowledgeable and friendly.

Mai Der Yang

Horrible customer service! Just a bunch of employees standing around holding iPads. I had an appointment at the Genius bar and had to wait over 20 minutes to even get help; all the while, the employee assigned to me was talking with another employee and customer about whether the customer should upgrade her phone. I left without getting my laptop serviced after waiting over 20 minutes and staring at all the employees standing around doing nothing. Don’t bother using this location if your time is valuable.

Ilyas Mohammed

I got my phone to this store to get the battery replaced. Apple folks have replaced my old phone with a new phone since something that had gone wrong while they worked on my old phone to replace the battery. Awesome service!! I saw my old phone which still looked good to me when I was transferring data from the old one to new, but nothing looked wrong with it, although they told me that it’s not safe to use it anymore. I am glad that I brought an iPhone for my self, I will buy apple products again for sure.

Ange Schmelzer

This is the most gorgeous Apple store I've ever been to. They are so incredibly helpful from the moment you walk in the door. We love the free classes (sessions) they offer too. My daughter did the Sphero one and we have done a few others that we have LOVED! This is one of my favorite places to go.

Angie Ghelfi

Camera in my phone was broken. Thought I’d have better luck here to fix it than going to my cell phone provider. Boy I’m sure glad I did. After leaving my phone with them for an hour so they can fix it, it was determined they couldn’t fix it. Handed us a new phone instead.

nancy jalowiec

Awesome service from Bryan! Loveddd this young man!!! Sooo helpful!!!

Marcia Riquelme

Learned about the up/down key which turns ringer off . We did this via a phone call, saving me more than an hour round trip! I wasn’t aware it was off! Long time without ringer, now will be mindful of the tiny switch above the volume buttons.

Kevin McCann

Great customer service. Super friendly crew.

Justin Lu

Worst customer service I’ve ever had. The sales person was so disinterested in my questions and rushed through the entire process like she didn’t even wanna be there.

L S

Good luck trying to call this place

Lori Madison

I am very happy with my Macbook Pro with Touchbar!! So much to learn!

Lukas Wymer

To be honest, this was my worst experience with an apple store. I had a reservation time at 4 PM, arrived at 3:50 just to be safe, and was told to stand over by the first table. Forty minutes goes by and I hear nothing. Turns out the person checking me in screwed up and thus I had to wait until 5:30 until I was finally able to sit down with a person to talk about my Macbook. However, it is because of that person that I am not giving this place a one star review. She was beyond helpful with every question I had and took the time to make sure my computer was fixed correctly, not just quickly.

Anurodh Giri

Walked through the front only. I'll never set foot inside apple store.

Peggy Kolb

Thoroughly frustrated in trying to get a phone replaced under AppleCare. 1) Got wrong information from AppleCare phone rep, told to go to nearest Apple store. 2) Closet Apple store is 1+ hrs away, went Friday night to Madison, they needed documentation. 2) Drove back Sunday documentation wasn't good enough and was sent chasing around Madison to find a US Cell store to produce a purchase receipt, another 2 hours wasted 3) US Cell systems were down due to upgrade so brought in a screen shot from US Cell rep of account with all needed information, MEID # that ties back to my account, had statements, phone insurance, and any other possible documentation needed to tie it back. Apple store still would not accept it. I now need to make a 3rd trip to the store, and waste more time for something that is supposed to make replacements easier. Very UNHAPPY customer!

Chelsie Bee

Took forever to get someone even with an appointment, took the day off so I could get my battery replaced (hardware issue that apple acknowledged) and got lost for an hour on my way back from the store because I couldn’t look up my location without my phone. Came back 5 hours later and they didn’t even open my phone. This is ridiculous.

Melissa Hill

The staff are friendly, that is good. However it is better customer service to give honest and straightforward information about what to expect. If a repair is going to take 3 hours, if a repair is going to take until tomorrow, fine. That stinks, but at least your customers can plan accordingly. If it's going to be another 2 hours don't say, "just another 5 minutes" in your friendly voice at 10 minute intervals. That is frustrating and damages the credibility of the staff and store. Just tell your customers straight up. In the meantime, for everyone reading this review, I'll tell you straight up, don't trust the time they quote you. Don't plan to be anywhere right after. There! That wasn't hard. You're welcome, apple store! Hmm. In reading the other reviews i guess my day with apple could have been much worse. So i guess i should say thank you for not giving me the one star service described in the other reviews.

Judy McDonald

Great support help. But had to get a call back, Apple regulations.

Britt Tester

Customer service is horrible here. Checked in for my 12:15 appointment on a busy Sunday. Waited 45 mins, nothing... I then decided to ask if I was next since it’s been so long. The associate said they accidentally cancelled my appointment. Okay... weird. They said they’d make sure to highlight my name to be next. After diagnostics they told me my receiver was bad in my phone. Told me it would be 160$ to fix or I can trade my phone in for a new one for 300$. I told the tech I’ll just trade it in for a new one. The tech said another associate will be over shortly to check me out. I have my kid with me, it’s like having a ticking time bomb. The new associate comes over 20 mins later then tells me they’ll give me 300$ for my phone and it’s a 1000$ for a new one. I told them there must be some miscommunication. This place is awful. Total waste of time with commute = 4 hours. The other customers around me nicely asked how they could help me and said this was awful. Never again. I ended up calling at&t, they are sending me a new phone for 112$ in 2 days. What a joke

Jaima The Princess

Great apple customer service. Helped me fix my computer pretty quick but the wait time was a bit longer because of its small space and overcrowded customers.

Tammy Downing

Very helpful staff and a great variety. My sister needed help setting up her new phone and iPad.

Rene' McClain

Best Service!

Danny Knapp

The service is pretty slow and wait times are almost always 10+ minutes. There are almost always employees just standing around talking to each other instead of helping customers.

Edward Miller

This is one of the most organized establishment that channels users in and out extremely efficiently aaaaaaand effectively. There is so much in there to play with that you could easily spend more than you need. The technicians have some fantastic tools to get you Apple device working!

Robert Cernak

Went in to have a phone battery replaced and they broke my hone. Had to wait around for an extra 50 minutes for the new one to get all set up, so I was there for almost an hour and a half total.

Radical Research Podcast

I don't know anything about the in-store experience, but I called to get a copy of an old receipt, and needed tech support, but wasn't getting help through Apple phone support. Mark, at this store, talked me through the process and got me all set. He deserves a raise! They've got a good guy there with Mark. Thanks again.

Ricardo Sanchez

God awful customer service could not even buy a iPhone. Walked in to buy a iPhone walked out with nothing because they where extremely rude. Why can a person walk in and just buy a phone

Abby Davidson

0 for 2 on fixing my phone - learn from my fail and go to the ubreakifix on mineral point instead

K H

On 12/10/2017, my son and I called the store (Apple Hilldale, Madison,WI). At 2:43 pm today (after waiting for a live person ) a female store assistant picked up the phone. I'm only identying her gender ( or what I think this person's gender is) in hopes that this person's manger sees this review...and actually cares about quality customer service. She asked for his name, number and email address. He willingly provided his name and number, but asked why the e-mail address. She stated something to the effect of...it's for them to look info about the purchase of the phone from their store. I informed her that we didn't buy the iPhone from them, and that we were just calling to see how much a new battery would cost. She then hung up the phone on us.I know she did bc she specifically told us that she needed his number for just in case we lose connection, so that she could call us back. If we lost connection, she would have called back. I attempted to call back, but was put on hold again... We were not rude to her on the phone. Didn't deserve a hang up from her.

Ronalee Rundle

For how busy there are. The place always take their time to make sure that the customers needs are met before they have always been happy with the Apple Store

Ivy Kennedy

I went in to get a new phone and to switch carriers, they ported my number over from Sprint to T-Mobile BEFORE seeing if I was even eligible for the phone with no down payment. My service with Sprint was deactivated. Then they denied me for the phone and said the current phone I had (iPhone 8Plus) could not be used with T-mobile and if I wanted it to be I'd have to wait 48 hours or more for it to be unlocked after calling Sprint and requesting them to do it. I had to go to Verizon, get a whole new number and finance a phone through them after not having service for almost 2 days. I just got $70 taken out of my account by T-Mobile for auto pay when I never even used my device on their network for the 13 hours my account was active when I was trying to find a way to call and cancel my account with them. Thanks Apple for screwing me out of a total of about $200 that weekend, leaving me no choice but to change my number, and having a young female leave with no service. A few weeks later and I'm still trying to fix and get myself out of the hole they dug me into.

Lee

It was such a pleasure working with Nicholas. He was knowledgeable and kind. The two hour drive to Madison was worth it!

Christi Bringe

Dropped off a broken iwatch. Had appointment. Came early to play with all the gadits. Great service! Should get the iwatch back all fixed in 5 days.

Dave Swietlik

Talking to their employees is like trying to talk to Siri

Todd Schwartz

Great atmosphere, lots of knowledgeable staff available to help you. Tons of people in the store, but I never had to stand around and wait.

Bill Hsomething

Typically overrated garbage. Condescending employees try to sell you new garbage rather than fix the easily fixable old garbage the try to make obsolete through software downgrades.

Craig Detter

Very nice team of professionals. They've taken care of multiple issues on my Apple devices with ease. For example, I had a keyboard issue on a MacBook pro, they replaced the entire keyboard, processor, battery for free.

Cosmic Willow

Went there on Sunday. I have an iPhone 7 and the screen just decided to not wot anymore. I take really good care of my phones and there wasn't a scratch or crack on it. Anyways, I have apple care which is very well worth it. They replaced my screen display and had me going the same day!!! Awesome, friendly customer service!! Although the store might be busy a lot Of the time it is worth the wait for outstanding service!!! I will be buying my next laptop there when I can afford it!

Alyssa Hingeveld

The staff here are so kind and the tech was sympathetic to my phone issue (the phone had completely turned off and could not be charged or turned back on). However, besides attempting to plug the phone in and see if the computer would recognize it, there were no other diagnostic tests run, and it was suggested that I see if I could extend my warranty and get a replacement phone. Again, staff was very kind, but after leaving the store, I went to Batteries Plus where the staff quickly ran some tests and informed me they could put in a new battery. The staff member at the store assured me that this seemed to resolve this issue, but did remind me that they could not put in the old battery if some other issue occurred and if it did, I would probably need to get a new phone. However, the phone is functioning for now and I am able to use it! I appreciated Apple's offer to try and help, but overall, I think it would be beneficial if they attempted other diagnostic tests on the devices brought in.

Elliott Mattison

Came for service for my AirPods, the technician and other staff were really friendly and helpful. I was probably in and out in 15 minutes.

abhinav sikri

Waited for 15-20 mins even after an appointment. And then, they made me wait for an hour and when I was back they just said we didn't do anything as there was this risk we didn't tell you about.

Angelo Dio

Terrible customer-service. Been here twice and always they can’t fix the problem. Looking busy staff but all lazy. Never coming back.

Emily Dennison

I came in to have my iPhone battery replaced. I had ordered the battery through Apple's over-the-phone support and was notified about 1.5 weeks later that the battery was ready at this store. When I get to the store, an employee immediately greeted me and asked for the reason I came. I was directed to wait in the side of the store and another employee came out within 2 minutes. That employee was very knowledgeable. He told me a time when the phone would be ready and when I returned it was finished.

Reena Siciliani

I love Apple. I truly do. Everything I own is Apple. Unfortunately, I wish the staff here were more accommodating. I come in to buy things, and it takes forever to get any sort of help- just let me pay and leave!!

Joe McKenzie

I never went to this store, but was helping some relatives with a lost receipt from a purchase. I called the store, and the team member I spoke to was excellent, he resolved my issue quickly and professionally.

Emilio Augusto Mendes Machado

Best place to buy your iPhone.

Brother Fullmer

I have always had good service here. We have a house full of Apple devices including 6 computers. Ours have all been a long term investments (one of them is 12 years old and still running). From time to time they need repairs but this Apple store has always been very helpful. It's rare for them to be on time for an appointment but they are also not charging me for it so I just plan to wait - and that's OK. I love the new location too.

Andy S

Busy, slow service. Always need appointment. You can see why this place is popular with millenniums . Just waiting to get service and help should make you switch to android! Polite when you finally get someone. Not enough technicians on hand to work on your equipment. Then they say your phone cannot take new update, gotta buy new one for $800. Nope, android here I come.

Wei Wang

Bought a BeatsX and it cannot turn on just after warranty. Repair cost $79. Will not buy beatsx again.

Sheila Helmeid

Very busy, moist and crowded. Long wait for services but very friendly and knowledgeable staff.

Sara Bescup

Don’t even bother making an appt, you will wait as long as a walk-in anyways. Been here 3 times, made an appt every time and have waited 20-30m beyond the time anyways. Here’s a thought...How about open more than one store in such a big city????

Leonora Moyotl

It takes forever to get anything done at this store! Seriously, all I want is to pay then leave, but I can't even do that!

Andrew Foley

Too long of wait. Appointment times are not accurate

Vika Ovsepyan

Cannot reach anyone at the store via phone, no one picks up.

Divya Punj

This is a mixed review. The sales staff here evaluates you by your skin colour and the clothes that you are wearing. The technical staff is very nice. Walking into this store and trying to talk to the sales staff makes you realise how important Martin Luther King was. The sales staff here treat coloured people not like trash but like sewage. The fun part is that many tech guys here are coloured and you might run into a student working here while they are studying computer science at the university. The tech staff is super nice and they know their stuff much better than the other Apple stores you would have visited anywhere. Just avoid the sales staff and the meet and greet staff. If you want to buy something just buy it online or any other store. Not worth the effort coming to this place and being treated like sewage. Unless of-course you want to know why the civil rights movement was so important for American society. It would be a good history lesson live. You would get a live demo.

Bill Bass

Great place to get your apple products.

E Ahmed

I've never been treated so rudely by an Apple retail employee before. "Jim" shouldn't be working in retail, especially not for Apple.

Paige S

I had an appointment and waited 30 mins after that to actually see someone. Then the guy says it’s not in warranty and I have a receipt that it is. They put me on the phone with some higher ups for about 45 mins. Turns out the original guy put in the serial number wrong. Waste of my time!

Bruce Hansen

I wanted some help migrating photos from Iphoto to photos. The only in store help I received was setting up a phone call. I was told that the store was very busy and wasn't set up for that right now. I asked when it would be set up to offer such help and was told, "well, maybe never". Otherwise the Apple representative was polite and the store was sharp looking and well located. FOLLOW UP - Apple tech support, representatives who specialized in photo issues, spent about 4 hours on the phone with me over two days migrating and collating 25,000 photos.

Lucinda S

Very fast service and knowledgeable person helping us. Super easy, barely an inconvenience. I was worried it would be a hassle to repair my iPad battery, but they only looked at it and said yup, it's the battery, and it 5 minutes I had a new iPad for only $100!

Richard Eisner

It's an amazing store any apple product of any size and or color along with all the talented people to assist you.

Adam Thompson

If I could give 0 stars I would consider it. Nice employees but horrible service, their promises can't be kept. Their work is sloppy for repairs.

C Vue

Expect to wait a bit if it’s busy but a lot of toys to keep you busy. Friendly and helpful folks. First time there the other night and left with a good impression.

Ben Bartlett

We are pretty much Apple customers. Currently own 22 different devices. Having been in retail sales for over 20 years it never ceases to amaze me how horrible the visits to the store are. One would think Apple would be able to create a better in person experience. Starting with the greeters. Apple did used to be different. They stocked products and had good support and staff. Buying Apple care is worthless as they don’t “care”. I wish I had time to explain all the recent issues.

Svet Roussev

Service at Apple store is just not good

Ross Bremmer

After driving 2 hours to get a phone worked on they sent us home with a loaner phone that was still activated to another account and we cannot use. Their only solution is to just come back the store and swap it out. Horrible customer service

Sam Daering

Friendly service, a quick and easy shopping experience. Edit: I found a manufacturing defect with a product that I purchased, so I returned to the store for assistance. The support I received from the staff (greeters, multiple floor technicians, and leadership) was excellent. They took steps to help me which went above and beyond my expectations. Due to extenuating circumstances, we weren’t able to resolve my issue tonight but they put together a plan which should get everything sorted out soon.

Tom M

They helped me out by resetting my kid’s iPod touch when someone apparently changed the password. Thanks a ton!

ULTIMATE BS

Fun apple good

Brian Wilson

Scheduled an appointment for the $29 battery replacement for my perfectly functioning iPhone 6 (aside from the battery draining quickly), checked in at my scheduled time then waited 15 minutes. The tech ran a diagnostic on my phone and told me the battery was fairly good so there was potentially a software issue drawing power. Since my phone was fully backed up, he suggested a complete restore to factory settings. Without warning me that this might cause any issues, I agreed and let him proceed. 30 minutes later, I’m told by the tech the restore exposed a hardware problem and my phone no longer works! He gave me two options, 1. replace the phone for $299 as an out of warranty replacement; or 2. shop around for a new phone. Yep, I went to the Apple Store with a fully functioning maybe 2 year old IPhone 6 and left with nothing! Needeless to say, I will never return to this store and likely am done buying Apple products.

Grant Larie

I was skeptical to get work done on my wife's iPhone in Madison after seeing the surprisingly low reviews here. I participated in the Apple battery exchange program and since we knew we were going to be down in Madison had them send the battery there. The experience we had was top shelf. A friendly employee got us seated and working with another employee in about 5 minutes after walking in. We left the iPhone there to get the new battery installed, went to one other store and returned 30 minutes later with our service completed and ready to pick-up. Great customer service that was quick and easy. Thanks!

Melissa Sussman-Gaedke

I came to the Apple Store to have them wipe my broken phone which was a refurbished insurance claimed I phone 6 s Plus. I was greeted by friendly staff who checked if someone could help me then sat me down at a group table and told me to sit at the corner but didn't explain why. I didn't like that so I moved seats, and commenced to spin my phone while waiting for someone to assist me. The woman who was receiving help across from me asked me to stop "because it was annoying and I was being very rude" I questioned that I was was not allowed to fidget? How fitting since fidget spinners are currently a trendy product. She told me she had an appointment and asked me to move from the large table, which I then told her if she had an issue with me she should move. She told me I needed to learn some manners, I told her I had worked today, she said she didn't care. I asked her how old she was, she asked me how old I was and I told her. It was not a pleasant experience and by the time someone helped me, someone different than had been mentioned previously by the Apple tech support who was assisting the woman who felt special and let her mouth run like it was her right to tell me I was being bad, I was emotional and crying. I'm glad I don't have anger issues and my parents taught me appropriate social behavior. Now I understand a bit more why Apple is set up the way it is for when I need assistance in the future..maybe people who have appointments could be given a table together away from those waiting to be helped. The woman who helped me sincerely cared, demonstrated incredible knowledge of the product, made pleasant small talk, made me not feel helpless and alone did a great job.