I have loved this store for years, until today! I called the day prior and asked the questions on upgrading my hard drive on my MacBook from 120GB to 1TB. I got prices, different options and asked all the questions I felt I needed to ask. I come down and get the hard drive, pay for the warranty, pay for the installation (all as expected). They tell me t go to the service desk so that they can install the Hard drive. I do so, and when I get there they say if you don't have your Recovery disk it will cost you another $100 to get the version of your OS installed back onto the device. This already upsets me as I have a Bachelor's Degree in Computer information Systems, as well as closing in on my Master's in Information Systems Management. I now that to change out a hard drive on a Mac takes all of 5 mins (including un packaging the Hard drive) so I assume the $70 they are asking to install the hard drive includes that. Then they tell me to come back in 30 mins! That alone makes me think ok maybe they are going to do it as hard drive replacements for Mac's do not take long. Therefore, I come back an hour later to pick up my Mac and to my delight, it is done. I assume that everything is good so I turn it on and notice that the OS does not load. I take it back to the service desk and one of the females there apologizes to me as she states I was who you talked to yesterday and I forgot to inform you of the charge to do that service. So of course, I ask for a manager and then a rude Asian guy comes over to me and immediately gets all defensive about the situation. I ask what they can do and he says what do you want me to do. Well duh I brought in a functioning Mac and now it's a paper weight! Install the OS on it. he says we have to charge. I inform him that the Apple store does not even charge extra for that service or else I would have taken it to them in the first place. After 5 mins of a pointless conversation I ask for my money back and he says that they cannot refund the installation charge since it's already done. What do you mean? You spent 5 mins out of your day to do this and you can't give me back the money I paid to have a better Mac not a worst one? Then they try to insult my intelligence my saying well people normally do this at home they just want us to change the hard drive! Well if you would have told me that from the beginning, I would have saved my $70 and did this at home myself. (which I had to do anyway to copy my hard drive to get the OS off of)
Very dissatisfied with this place and will never come back again. Customer service sucks and no one seems to know what others do there. Will stick to buying my electronics from Wal-Mart where customer service is expected to be crappy and you still get the same products for cheaper prices.
It is funny how they can charge you for stuff and when it does not meet your expectations tell you that they cannot refund your money when you have not left the store in over an hr.