Apple Solomon Pond Mall

Lot of display to experience and buy. They are trying their best to give good customer experience. But I felt they are more eager to upsell and cross sell. Seems under pressure which is understandable :. Regardless of that you will get all your questions answered and can choose what you really want. Enjoy your visit!

We went to the store after apple support said there was nothing they could do when my wife accidentally deleted years of photos of the kids. The tech that helped us was Emilio.. He did an outstanding job, I wish I could have given him a tip but they aren’t allowed. Losing those photos would Have been like losing precious belongings in a fire or flood.. This store is awesome!!

This feedback is specific to Solomon pond mall, Malborough, MA. I went to the store which is near to my office to enquire about a non functioning charging cable. This cable was given part of my office phone issued 3 months back. I have been using this only to charge my office phone as I have other set of cables for my other equipment. There are few opportunities I could jot it down here for the store manager to look into for improvement. 1. No option to book an appointment ahead of time like I have done in NJ or PA. When enquired, the rep accepted you don't have direct option but you need to show yourself inperson, spend 20 mins for the next available appointment. Good there is less traffic so you could get one in 20 mins. Lucky to get the next available slot. Waited additional 10 mins, rep showed up. Mr. Derek I hope i got his name correct - as we both were wearing masks so based on what i heard. 2. Technical rep : I met one Mr Derek. I wish to provide this feedback about him and his attitude. Derek, initially understood whats the problem with my charging cable, went in with my phone, got some broken part which he claimed struck in my phone and mentioned, charging cable is broken and need to buy a new one. He told me it is going to cost me $16 for a new charging cable. As i was talking to him and about to ask some questions, he just left the place without even bothering i was talking. Opportunity here for Mr Derek is to improve his patience level to listen to "Apple" customers, and he is the body bridging to server apple customers visiting the store - genius bar. I thoroughly dont see him "genius" bar representative. May be his patience level is only that much ? Does this require any attention from the store manager ? I will leave it to the store / Apple org. My only question to the responsible person from Apple: 1. The charging cable USB-C issued along with the phone which is presumably 3 months old, broke the tip accidentally as per Mr. Derek and hence it is not durable for even 3 months ? 2. Charging cables are not part of the warranty support. 3. When the durability of the charging cable is not even 3 months, why would someone invest another $16 to buy one ? I can buy cheaper ones, and throw off in every 3 months or so assuming the cheaper ones will last 3 mo?? I am not saying all the charging cables issued by Apple is not good. I even have ones which are older ones which is working even today. Is the entire population of apple products are only using Apple issued charging cables ? Mr. Derek's situation is pathetic, as he is the one interacts with customer, resolves issues to gain customer satisfaction to Apple brand. He needs some sort of overseeing / guidance / training from his seniors for him to ensure he gains customer satisfaction for Apple and the store he is serving.

Very rude staff at the entrance. We just requested them to check if a Genius Bar associate could look at our MacBook Pro it was an urgent issue. The staff was rude and basically told us off in a very mean attitude. Not something I expect at an apple store.

No appointment needed and a Salesman immediately addressed us when we arrived. He was friendly and knowledgeable and we bought a phone and case and we left with a working new phone in about 20 minutes.

Be careful people I went there because my phone just stopped working they told me I need a new phone because bla bla bla …off I went to Natick mall and they said no it’s not true !! They fix my phone 20 min Apple employees at this location you a bunch of liars!!!! Scumbags !

I was so happy to see lots of people there around Christmas i wish they had good business year around malls are very nice places..too bad they falling rapidly.

Enjoyed shopping with my daughter and grandson, although my grandson didn't find the basketball sneakers he wanted , we had a nice day.

This upcoming week of June 19,2022; will be my 6th SIXTH unpleasant experience at this location. It’s closest to wear I live. I come in with same concerns & more. Last week I informed manager that this IPhone is clearly defective therefore I think it justifiably reasonable to receive a New I-12, same type. He told me TWICE I could get a new cell but I’d have to pay for it!!! I purchased this cell on Columbus Day weekend last year. I believe this to be outrageous. He smiled & walked away. Should I not have a new replacement cell when I visit store tomorrow, Monday, 6/20/2022, I promise I will file complaints with MA Attorney General, Better Business Bureau, & APPLE headquarters via phone & written letter. One positive note is: employees are typically friendly & polite. There’s just no customer satisfaction in their final result!!!!!!

Staff are polite but this place has huge delays for repairs/tech support. You're better off troubleshooting from home or going to another location.