Nortech Downtown

I brought my iPhone 16 Pro Max to Nortech, an authorized Apple retailer in Downtown Hammond, for a screen repair. The only redeeming part of the experience was working with Kaylee, the employee handling my case. She has been consistently professional, knowledgeable, and kind—truly a joy to work with. Her customer service is exceptional, and she clearly takes pride in her work. Unfortunately, the rest of the experience left a lot to be desired, largely due to the management. When I came to pick up my phone, Kaylee was the only person working in the store. She was on a business call in the back—again, doing everything on her own—while the owner's large, aggressive poodle barked uncontrollably throughout the store. The barking was so disruptive, it made it difficult to speak with Kaylee at times. To make matters worse, I was using an older, disconnected phone and asked the owner (one of the brothers who owns the store) if I could access the Wi-Fi. His curt response was: “There should be a guest network. She will help you with that.” There was no guest network. Thankfully, Kaylee went out of her way to connect me to the locked private Wi-Fi. She shouldn’t have to constantly clean up after the owners’ lack of foresight or consideration. It’s clear the owners have little regard for the customer experience—and even less regard for the well-being of their own employee. Kaylee seems to be running the entire operation singlehandedly, which is both unsustainable and unacceptable. I’ve decided to contact Apple directly to express my concern, because I expect better from a certified Apple partner. The store itself is poorly stocked with Apple products, and it feels like the certification is being used as a badge, not a standard. To be clear: Kaylee is fantastic. But she’s the only reason I’m giving this review two stars instead of one. Nortech needs serious management reform. Until that happens, I cannot recommend this location.

Exceptionally friendly and professional staff. This is my second day in a row of coming here. They diagnosed my phone yesterday made a claim and 24 hours later I had a replacement waiting for me. The diagnosis and setup took some time, that’s on apple not Nortech, but the staff made sure everything was going as planned and continued to check on me consistently to ensure I didn’t have any questions. They greeted every customer with enthusiasm and it seemed that they truly wanted to help everyone to the best of their abilities. I highly recommend using this store for all of your apple repairs or purchases.

I walked into their business today to drop off my Apple desktop computer for a general cleanup. I drove 40 miles out of my way for this, only to be refused service because I had no appointment. I spoke to two individuals whom both stated that I had to have an appointment to even drop off my computer. So, I left and stated that I'd go elsewhere. After reading other reviews, I'm glad that I left. Their smug attitude showed me enough of their work ethics. Good luck to whom ever walks through their door.