Apple support is awful!

[adversecamber]

I bought a Black MacBook three weeks ago which promptly died (the RAM suddenly stopped working), so I travelled for nearly an hour to take it back to my 'local' Apple store (as I would have done with any other faulty product).

I was then told that I would have to book in with a genius - the next day. So I had to come all the way home with my computer only to travel all the way back in. The genius took one look and handed me a new computer - it took all of five minutes.

Now why the hell couldn't they do that the fist time I went there?! What a waste of my time.

I've been an Apple-ite for several years but to have a MacBook that went pop in three weeks, bad/abnormal service procedures, MobileMe that still doesn't work properly, an iPhone that keeps crashing etc., I'm really wondering if it's worth paying the premium for Apple products.

 

[soberbrain]

I agree that the MobileMe and iPhone launches should have been done better and I can understand having an issue with a new computer (I got my 15" Alu PowerBook when it was released and had a screen issue).

Regarding fixing your MacBook, could you have called AppleCare or the Apple Store and see if an appointment could be made over the phone? I thought there was a Consierge service online to book your appointment. It may be better to call first considering its a 2-hour round trip.

Also, the service seems better than awful since you got a replacement right away once they saw your MacBook.

I hope you have better luck with your newer MacBook.

 

[Consultant]

You always need an appointment with Genius Bar. Requiring an appointment ensures that the average wait won't be too long.

You should have booked an appointment first. It takes 30 seconds to do it online at
apple.com/retail

Why didn't you book an appointment for the iPhone? They can fix iPhone issues, unless you tried to mod the iphone and messed up.

 

[DeaconGraves]

I rembmer one time I was at the Apple store with a booked appointment for my MBP. Midway through my session, some guy runs up to the genius bar and starts bitching at my genius about how his iPhone screen wasn't working. The genius tried to expalin to the guy that he was with me and he would have to book an apointment, but the guy was being such an ass and wouldn't leave that my guy had to ask me if he could take care of him real fast (it turned out that his case was covering the proximity sensor. Idiot).

So I ask the OP, was it fair that this guy got to jump in front of me after I took the time to book an apointment?

 

[Sky Blue]

I bought a Black MacBook three weeks ago which promptly died (the RAM suddenly stopped working), so I travelled for nearly an hour to take it back to my 'local' Apple store (as I would have done with any other faulty product).

I was then told that I would have to book in with a genius - the next day. So I had to come all the way home with my computer only to travel all the way back in. The genius took one look and handed me a new computer - it took all of five minutes.

Now why the hell couldn't they do that the fist time I went there?! What a waste of my time.

I've been an Apple-ite for several years but to have a MacBook that went pop in three weeks, bad/abnormal service procedures, MobileMe that still doesn't work properly, an iPhone that keeps crashing etc., I'm really wondering if it's worth paying the premium for Apple products.

You always have to make an appointment at the genius bar. You can do this online or at the store. Otherwise, everyone would just turn up and expect help. This allows them to give support in an organised manner.

It sucks you got a crappy computer, but getting it replaced in 5 minutes seems pretty good going. It's not their fault you didn't look into the genius bar process.

 

[jemeinc]

crappy procedure? So do you reccomend the first come, first served approach to service? Making an appointment works great- not sure why you would consider it "bad/abnormal", but I guess people will whine about anything- even a perfectly logical solution.

I'm one of the most vocal critics of Apple-specifically their hardware issues recently- but they do a good job with their support.

 

[adversecamber]

You always need an appointment with Genius Bar. Requiring an appointment ensures that the average wait won't be too long.

Obviously, I know that now. But how many other retailers require an appointment to return a faulty product. I still don't understand why, when I explained I had come so far, they couldn't have taken it and called me when it was done.

If I needed HELP with a product then sure, I'd expect to book an appointment. But it was faulty and I just needed a new one (I'd had it two weeks, so the law states that I don't have to settle for a repair but a brand-new replacement).

I bought a pair of Diesel jeans last month and, once I got them home, noticed the hem wasn't sewn properly. Can you imagine what they'd have said if I phoned up for an appointment? They'd have just told me to bring them in for a replacement.

To DeaconGraves, no, he shouldn't have been served over you but, in the international understanding of queuing, he would have been next. With Apple's odd ways, he'd have to book an appt and put up with a (what he thought was) faulty iPhone for three days until his appt. Why can't it be a first come, first served thing with the OPTION to book. Perhaps one 'genius' could be for walk-ins whilst another is for booked appts. And if the walk-in has someone with a serious problem, he could then book the customer an appt for a longer session.

I still say it's crap.

 

[miniConvert]

I always book a slot online.

You shouldn't have assumed that you'd just be able to waltz in and be seen. Personally, I think the support was pretty fantastic:

The genius took one look and handed me a new computer - it took all of five minutes.

 

[aethelbert]

To DeaconGraves, no, he shouldn't have been served over you but, in the international understanding of queuing, he would have been next. With Apple's odd ways, he'd have to book an appt and put up with a (what he thought was) faulty iPhone for three days until his appt. Why can't it be a first come, first served thing with the OPTION to book. Perhaps one 'genius' could be for walk-ins whilst another is for booked appts. And if the walk-in has someone with a serious problem, he could then book the customer an appt for a longer session.

At my local store, Genius Bar appointments are always filled up the day before. If they were to process walk-ins as they came in, nobody would make an appointment and then they would just have a complete mess on their hands. Fact is, you did have a problem that you needed to be helped with. Most people go there with faulty machines and the age of said machine is totally irrelevant. They use the appointment system to keep it organized. If there's an opening, they'll help you out, but openings at the genius bar tend to be pretty rare. The stores are almost always busy, and that means too busy to handle the random person that walks in without an appointment wanting help while others have to wait their turn.

I cannot have any sympathy for you just because you weren't aware of the store's procedures when you first went in. Once you played like everyone else, you got the same great service that everyone gets.

 

[NC MacGuy]

In a way I agree. On the other hand, you got your computer replaced without hassle.

I think the thread should be titled "Getting Apple support is awful." I too have had problems and had to go through the same genius bar fiasco. What's even more aggravating is when at your appt. time, they are busy and you wait another 20 minutes anyway.

 

[DeaconGraves]

In a way I agree. On the other hand, you got your computer replaced without hassle.

I think the thread should be titled "Getting Apple support is awful." I too have had problems and had to go through the same genius bar fiasco. What's even more aggravating is when at your appt. time, they are busy and you wait another 20 minutes anyway.

Well, it's just like the doctor, things get backed up sometimes.

Also, would you rather show up at any time, get in line, and then have to wait 2-3 hours if everyone else had the same idea as you?

I like the current system, though I will admit that at the stores in my area I have typically been able to schedule an appointment 4 hours in advance and still get in the same day. Sounds like not everyone is that lucky.

 

[adversecamber]

Well, it's just like the doctor, things get backed up sometimes.

What?? At a doctor's I have to be there - I can't leave my faulty leg whilst the Dr looks at it. The difference here is that I could have left my computer and returned once it had been repaired.

I reiterate - no other retailer does this. I bought a faulty watch, I had a faulty DVD player and a faulty pair of jeans - none of those required me to make an appointment before they would see me.

I agree, the service is ok. But the way they go about it is not.

As for waiting 2-3hrs, actually I would. That way people would complain and things would change. Are Apple products really so poorly made that there would be such a long wait? Supply and demand - if people needed to wait 2hrs, employ more staff or be met with very, very angry customers. Or, in Apple's case, make them book-up and deal with them one at a time so they think they're the only person with the problem and don't get to meet a dozen other angry customers.

 

[NC MacGuy]

As someone else suggested, there should probably be a "floating" genius to make a less than 5 min. decision especially for new purchases. Yes, it's dead and exchange quickly or it's complicated, you need to make an appt.

 

[Eraserhead]

What?? At a doctor's I have to be there - I can't leave my faulty leg whilst the Dr looks at it. The difference here is that I could have left my computer and returned once it had been repaired.

Except they want to take a look first to make sure it needs a repair, and then they make sure the right part gets fixed.

Apple's system works fine. You should have investigated it a little first, but these things happen, it doesn't make their system bad.