Apple Genius Bar

[Drachir2000]

I went to the Apple genius bar this weekend, and let me preface by saying, I have been in IT for over 20 years, a Mac head since I was 12 (now 44) and have had every iteration of iPhone and I have troublshot my own issues. That being said, I went to the genius bar for an issue with my wife's iphone 6s. The chief complaint was the touch screen wasn't responsive. Hardware issue, not software. The genius insisted it could be software and had us wipe the phone and restore it on site before going further. Now, I don't mind this too much. My biggest issue is the young lady's attitude. She was talking about the problem like it was a nuclear reactor. Using jargon to make (I can only guess) make herself sound smarter. Why? It really annoyed me that we went through this whole pomp and circumstance for what a screen replace would fix....which ultimately did happen.

And another thing, the its software is a bull cop out. I had the first MB Pro and it arrived with a faulty charger but they insisted that software was the culprit. Most tech heads should know the difference between a hardware or software issue...

ok, rant off.

 

[keysofanxiety]

I went to the Apple genius bar this weekend, and let me preface by saying, I have been in IT for over 20 years, a Mac head since I was 12 (now 44) and have had every iteration of iPhone and I have troublshot my own issues. That being said, I went to the genius bar for an issue with my wife's iphone 6s. The chief complaint was the touch screen wasn't responsive. Hardware issue, not software. The genius insisted it could be software and had us wipe the phone and restore it on site before going further. Now, I don't mind this too much. My biggest issue is the young lady's attitude. She was talking about the problem like it was a nuclear reactor. Using jargon to make (I can only guess) make herself sound smarter. Why? It really annoyed me that we went through this whole pomp and circumstance for what a screen replace would fix....which ultimately did happen.

And another thing, the its software is a bull cop out. I had the first MB Pro and it arrived with a faulty charger but they insisted that software was the culprit. Most tech heads should know the difference between a hardware or software issue...

ok, rant off.

I appreciate your frustration. However you must bear the following in mind:

1) If you take anything to an Apple Store, they aren't aware of your current knowledge and can't verify what steps you've already taken to diagnose the issue. As such they must treat everybody on an equal level.

2) Troubleshooting an issue is exactly that -- troubleshooting. Once you've eliminated the fact it could be software, then it can only be hardware. So a full wipe/restore is the first thing to do before going ahead with a hardware repair.

3) The 'it could be software' is not a cop out. As stated above, it's the first thing to diagnose before proceeding further.

 

[Drachir2000]

I have troubleshot many a device, it doesnt take a master's degree to know what is hardware vs software. For instance the macbook, a non-charging battery isnt software, so why go that route.

 

[Mr_Brightside_@]

If you've been a Mac head for so long, I'm surprised you didn't preemptively restore it and set up as new.
This would allow you to reproduce the issue on a fresh install, thus more quickly showing it to be hardware. Just my .02 for future reference.

 

[Drachir2000]

If you've been a Mac head for so long, I'm surprised you didn't preemptively restore it and set up as new.
This would allow you to reproduce the issue on a fresh install, thus more quickly showing it to be hardware. Just my .02 for future reference.

Wife's phone.

 

[Mr_Brightside_@]

Wife's phone.

I know, you still have the ability to restore it.

 

[keysofanxiety]

If you've been a Mac head for so long, I'm surprised you didn't preemptively restore it and set up as new.
This would allow you to reproduce the issue on a fresh install, thus more quickly showing it to be hardware. Just my .02 for future reference.

This. Your experience would have meant you would have known they'd try a fresh install and you could have saved a little time at the Genius Bar.

I have troubleshot many a device, it doesnt take a master's degree to know what is hardware vs software. For instance the macbook, a non-charging battery isnt software, so why go that route.

The MacBook Pro not charging of course would not be a software problem (providing it's not fixed with PRAM/SMC reset). I was referring more to troubleshooting the iPhone

 

[akash.nu]

I've had similar experiences at the Genius Bar. Just so you guys know. The people at the Genius Bar ain't actually any tech heads. They're just well trained sales people.

The actual geniuses don't talk to customers on a regular basis. They work at the back to actually fix the issues or do the screen or battery replacements.

 

[Tech198]

a genius is a genius.... but I would wager is most cases i would be more direct....

Apple and others must go by troubleshooting, eliminating "possible" problems first,, and even if they don't find a solution, the only thing they can do is tell the user to restore iOS/Apple TV, or reinstall OS on the Mac. (last resort, and not really helpful if it it took 30 minutes just to try and "solve" something, they could of just told u within 5 minutes "Yes, that is not a fix") Not of the time, it's only "asking the rright questions, will get you the right answers"

Kind of a chicken and egg issue, since how does the user know which question to actually ask?

For me however. my approach is slightly different... If i "know" what the problem IS... then elimination of other things, is a waste of time for me... After all, if you can take a short cut do you proceed?

I can see otherwise if u are not sure, but if u know 100% a of a problem, what is the point of wasting time trying to find a cause, when u know what it is..

This is why something i hate Apple's method, but they do have to cater for everyone else.....

However i do my own support anyway 99% of the time, so it's fine by me whatever they do...

In most cases, forums are better than a genius i have found

 

[akash.nu]

In most cases, forums are better than a genius i have found

Completely agree with this.