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Apple on Friday announced that all of its retail stores outside of the Greater China region are closed through March 27 due to the COVID-19 coronavirus pandemic. However, multiple sources have indicated that Apple is keeping some of its retail stores open this weekend for customers with pending in-store pickups only.

apple-store-pickup.jpg


At least some Apple retail employees in the U.S. and Canada are reportedly still being asked to go into work today to assist with in-store pickups tied to Apple's online store and Genius Bar repairs that had already been processed.

An online Apple support representative has indicated that customers will be able to collect their pending pickups between March 14 and March 16 during limited opening hours. All other in-store services are unavailable until March 27.

It is unclear if this policy is in place at all of Apple's stores in the U.S. and Canada, or in other countries, so we recommend contacting Apple.

Article Link: Select Apple Stores Remain Open Temporarily for Customers With Pending Sales and Repair Pickups
 
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valexv

macrumors newbie
Jan 5, 2010
14
6
I had an iMac repair that was supposed to be ready for pickup today. When I called apple support earlier today they said I would have no other choice but to wait until the stores reopen. I asked if they could at least ship me a refurb computer as a loaner in case the stores stay closed for a long time, but they said that wasn't possible.
 
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tbayrgs

macrumors 604
Jul 5, 2009
7,000
4,171
The store here in Tampa has its gate closed but has employees out front to answer general questions (ie direct tech support issues to Apple Support via phone or online, product purchases can be made online for direct shipment to the customer) and to fulfill previously made online orders and repair pickups.
 
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Relentless Power

macrumors Nehalem
Jul 12, 2016
35,439
38,510
I had an iMac repair that was supposed to be ready for pickup today. When I called apple support earlier today they said I would have no other choice but to wait until the stores reopen. I asked if they could at least ship me a refurb computer as a loaner in case the stores stay closed for a long time, but they said that wasn't possible.

But you want to know the great thing about Apple, they’ll compensate you in some form or another due to the inconvenience. They realize that somethings are not really in our control as of right now, but given the circumstances, you could simply contact customer relations and express the inconvenience of you not having your item returned, and I’m sure they’ll figure out something with you once this matter resolves where they can re-open the stores/provide more thorough customer assistance.
 
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valexv

macrumors newbie
Jan 5, 2010
14
6
But you want to know the great thing about Apple, they’ll compensate you in some form or another due to the inconvenience. They realize that somethings are not really in our control as of right now, but given the circumstances, you could simply contact customer relations and express the inconvenience of you not having your item returned, and I’m sure they’ll figure out something with you once this matter resolves where they can re-open the stores/provide more thorough customer assistance.
Yeah the support rep did mention I could be compensated for the inconvenience once the store reopens. I'm assuming he meant a discount on the repair or maybe even free repair (it was an out of warranty logic board replacement). In the meantime I just ended up ordering a refurb iMac and hoping the stores open again while it's in the 14 day return period.
 
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cmaier

macrumors Core
Jul 25, 2007
22,659
27,057
California
I hope people's devices which are in for repair but won't be ready for pickup during this window will be shipped to them once the repair is complete.

I suspect they will make arrangements. I once had a MBP in for a week, and they arranged for me to knock on the back door of the Palo Alto location when the store was closed so they could return it to me without me having to wait for normal store hours. They’re good like that.
 
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kildraik

macrumors 6502a
May 7, 2006
878
1,100
I had an iMac repair that was supposed to be ready for pickup today. When I called apple support earlier today they said I would have no other choice but to wait until the stores reopen. I asked if they could at least ship me a refurb computer as a loaner in case the stores stay closed for a long time, but they said that wasn't possible.
They would have provided a loaner device upon drop-off if you were a $500/year Joint Venture Business customer.
 
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HobbesInVA

macrumors 6502
Aug 29, 2018
374
512
Chesapeake, VA
I can confirmed this is true. My local store called me today, Saturday, 14-March about my APP replacement (I changed it to mail-in after the store closing news broke and before my local store called me) being ready for pick-up. The rep started they have reduced hours 12-4 on Sat/Sun for repair pickups and purchase pickups that were already scheduled.
 
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mikethemartian

macrumors 6502a
Jan 5, 2017
677
956
Melbourne, FL
I had an iMac repair that was supposed to be ready for pickup today. When I called apple support earlier today they said I would have no other choice but to wait until the stores reopen. I asked if they could at least ship me a refurb computer as a loaner in case the stores stay closed for a long time, but they said that wasn't possible.
I would have thought they could have shipped it back to you.
 
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EVGabe

macrumors member
Mar 27, 2017
68
133
QC, Canada
This seems accurate. The Apple Store where I work is staying open until Monday, but ONLY for customers with online orders ready for pickup, or repairs ready for pickup. No new sales or technical support will be offered in-store during this closedown period. For those two weeks, we are technically scheduled to work, however we're told only to come in if we receive a call to do so.

And yes, we're still getting paid, in full.
 
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UK-MacAddict

macrumors 6502a
May 11, 2010
640
639
But you want to know the great thing about Apple, they’ll compensate you in some form or another due to the inconvenience. They realize that somethings are not really in our control as of right now, but given the circumstances, you could simply contact customer relations and express the inconvenience of you not having your item returned, and I’m sure they’ll figure out something with you once this matter resolves where they can re-open the stores/provide more thorough customer assistance.

This is very true. Apple has amazing customer service.
 
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HeyBoomer

macrumors newbie
Mar 14, 2020
1
1
Gateway City
Yeah the support rep did mention I could be compensated for the inconvenience once the store reopens. I'm assuming he meant a discount on the repair or maybe even free repair (it was an out of warranty logic board replacement). In the meantime I just ended up ordering a refurb iMac and hoping the stores open again while it's in the 14 day return period.
If you are supposed to pick it up at your local store, give them a call. I found to get to a real person when you get the automated answer say "Manager" that should get someone in the store who can answer. Also the store's Genius Bar will probably also email and call you over the next couple of days before the hard close if you can't get anyone on the blower.
[automerge]1584218709[/automerge]
 
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knownikko

macrumors 6502
Jan 9, 2009
266
163
If you are supposed to pick it up at your local store, give them a call. I found to get to a real person when you get the automated answer say "Manager" that should get someone in the store who can answer. Also the store's Genius Bar will probably also email and call you over the next couple of days before the hard close if you can't get anyone on the blower.
[automerge]1584218709[/automerge]
Thanks so much for the tip. I missed a call from them earlier, they asked me to call back but I couldn’t quite find the magic words to break through the “store is closed” phone message. ”Manager” worked like a charm.

They offered me the option to ship my MBP to the depot for repair (they were waiting for a logic board to be delivered) instead of waiting for the store to reopen, which I happily took them up on.
 
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redpandadev

macrumors regular
Jun 3, 2014
243
201
I had an iMac repair that was supposed to be ready for pickup today. When I called apple support earlier today they said I would have no other choice but to wait until the stores reopen. I asked if they could at least ship me a refurb computer as a loaner in case the stores stay closed for a long time, but they said that wasn't possible.
Buy a new one (or refurb) and return it when they reopen.
 
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840quadra

Moderator
Staff member
Feb 1, 2005
8,288
3,585
Twin Cities Minnesota
I get it, nobody wants to have the company responsible for a localized outbreak, however the timing doesn’t make any sense to me.

Is there some type of coronavirus forecast office online that none of us know about? Seems like many companies are pulling dates out of a straw hat with regards to closures, cancelation policies, or other Timings related to this illness.
 
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AppleHaterLover

macrumors 68020
Jun 15, 2018
2,042
2,046
I had dropped my Mac at the Genius Bar for a repair on Tuesday. It should have taken 7-20 days since they did not have the parts (MBP 2017 top case & display). I’d read the news and thought I wouldn’t have my laptop back for a long time.

They called me today to pick it up ASAP since the stores would close (I think HQ told them to expedite repairs when possible) so I went there as fast as I could. this particular store is in a mall. The store was already closed and empty (all products and that big screen were turned off) , and there were a few Specialists by the door, each standing in a roughly 5 ft x 5ft square marked with tape. Only people with scheduled pick-ups and repairs were allowed in, and you had to wait outside for your name to be called.

It was a bit surreal...
[automerge]1584229467[/automerge]
I get it, nobody wants to have the company responsible for a localized outbreak, however the timing doesn’t make any sense to me.

Is there some type of coronavirus forecast office online that none of us know about? Seems like many companies are pulling dates out of a straw hat with regards to closures, cancelation policies, or other Timings related to this illness.

14 days gives them enough time to reassess the situation...
 
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cmaier

macrumors Core
Jul 25, 2007
22,659
27,057
California
I get it, nobody wants to have the company responsible for a localized outbreak, however the timing doesn’t make any sense to me.

Is there some type of coronavirus forecast office online that none of us know about? Seems like many companies are pulling dates out of a straw hat with regards to closures, cancelation policies, or other Timings related to this illness.

Cases doubling about every 5 days unless major steps like this are taken, so better to do it now before we’re into the 100,000’s.
 
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Ryth

macrumors 68000
Apr 21, 2011
1,591
156
They should just keep stores open but no one allowed inside...just let people drop off and pick up. This is just ridiculous.
 
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Quaking Bog

macrumors newbie
Oct 17, 2016
13
33
Watkinsville, Georgia
AppleCare customer support calls will not connect you to a store, nor are stores answering their phones, but if you go in person some if not all have a couple people outside the front door, and are doing their very best to help customers. As stated in this article, assistance is available only for previous cases with equipment already at the store for repair, or previously purchased and ready for pickup. Don't expect help buying any new product or accessory or cable. This is not available. Best Buy does still have, for the moment, their Apple in-stores open for that sort of thing.

My $6,000 MacBook Pro I just purchased a few months ago had a screen that stopped working a few days ago. A store in Texas ordered the part on Thursday and it came in today (Saturday). It took a little gentle prodding when the store called me to tell me they wouldn't do the repair for a few weeks, but the technicians DID fix the screen today and returned the fixed laptop to me. I don't know if they will do this beyond today or for everyone, but thank goodness they did this. I can't say enough about the great customer support Apple has offered me from my very first Apple II+ in 1981, through the ownership of over 20 Macs at my charity organization today. You'd think a company that has grown to this size would not be able to sustain this level of support, but their corporate size nor loss of Jobs hasn't hurt Apple.

I also have great respect for Apple shutting down before anyone mandated this. These stores get packed with people in close quarters. Hopefully other stores will follow Apple's example soon.
 
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AppleHaterLover

macrumors 68020
Jun 15, 2018
2,042
2,046
They should just keep stores open but no one allowed inside...just let people drop off and pick up. This is just ridiculous.

As I said a few posts above that's exactly what happened to me today, maybe tomorrow as well?
[automerge]1584244896[/automerge]
My $6,000 MacBook Pro I just purchased a few months ago had a screen that stopped working a few days ago. A store in Texas ordered the part on Thursday and it came in today (Saturday). It took a little gentle prodding when the store called me to tell me they wouldn't do the repair for a few weeks, but the technicians DID fix the screen today and returned the fixed laptop to me. I don't know if they will do this beyond today or for everyone, but thank goodness they did this. I can't say enough about the great customer support Apple has offered me from my very first Apple II+ in 1981, through the ownership of over 20 Macs at my charity organization today. You'd think a company that has grown to this size would not be able to sustain this level of support, but their corporate size nor loss of Jobs hasn't hurt Apple.

My experience with the Genius Bar has been hit or miss with denied repairs (or stuff that should not have failed) over the 8 years since I got my first iPhone, but today they really did go above and beyond. I have a work laptop and I barely use my Mac; it would not have made a difference if I got it today or on the 28th. But if I used it for work (and probably would need it to work from home now) it would have meant the world to me. Good stuff.
 
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dontwalkhand

macrumors 603
Jul 5, 2007
5,658
1,820
Phoenix, AZ
Would people be allowed to bring in their iphones to repair? Because the ear piece in my friends iphone seemingly died out of nowhere
 
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