Make the most of the Genius Bar
Posted 25 May 2009 - 07:38 AM
One more thing you should prepare for: to have the Genius end your appointment promptly at the 15 minute mark, regardless of the situation.
Overall, though, my recent experiences at Apple Stores in my area make me think that no amount of preparation will result in a good experience.
For example, I took in a laptop to get it checked out, and made an appointment ahead of time with my ProCare card. I got to the store only to be ignored for almost 20 minutes while customers with later appointments than my own were helped, and watched several other customers get sent back and forth across the store by clueless Concierges and Specialists.
The halcyon days of standout care from knowledgeable Geniuses is quickly fading into the past, and that's a shame.
Posted 25 May 2009 - 08:57 AM
Posted 25 May 2009 - 09:51 AM
Right, but you forgot to mention that you do NOT have to bring in everything. If you have a desktop and you know the problem has nothing to do with the display, keyboard or mouse, you don't have to bring it in. Apple has plenty of displays, keyboards and mice to test. You only need to bring them in if you think they might be a part of the problem
Posted 25 May 2009 - 11:54 AM
1. Made the appointment in advance.
2. Showed up slightly early with my iMac.
3. Described my problem and gave the genius a printout of my diagnosis and attempts at corrective action.
4. He said: "your disk is [going] bad, we will replace it".
5. Took my semi-working computer home.
6. Received a phone call 2 days later that my disk had arrived.
7. On Thursday, made an appointment for Friday afternoon.
8. Showed up slightly early on Friday and bought ProCare for $99.
9. Saw the genius at 7 minutes after my appointment time.
10. Let the store with my receipt.
11. Returned 26 hours later to pick up my repaired iMac.
A. Was it perfect? No. Perfect would be that the original Western Digital hard drive never failed in the first place.
B. Was it an OK experience? Yes, it was. I don't paying for ProCare as my iMac is my business computer and I find ProCare to be worth it.
Posted 25 May 2009 - 12:09 PM
I'll bet you don't. I've had several encounters with Apple Geniuses and while some are "Geniusier" than others, most I've met know their stuff.
Posted 25 May 2009 - 12:35 PM
I'd suggest your sample size was too limited to declare that all Geniuses are no-nothings. The people Apple hires for this position know a fair bit to begin with and then they're trained beyond that.
Posted 25 May 2009 - 04:03 PM
Best of all you don't have to deal with those "geniuses" who might decide that your computer isn't broken just because you can't recreate the problem on demand in the store. Mail it in and let the professionals FIX the problem rather than going through the hassle.
Posted 25 May 2009 - 09:34 PM
Posted 26 May 2009 - 03:32 AM
1. Got service within 15 minutes of the appointment time, and
2. The problem was solved.
Twice, I had to leave the machine. In each case, I got it back the next day. All in all, this is remarkable, and is the reason my next computer will certainly be a Mac.
I do have plenty of basis for comparison. Neither IBM/Lenovo or Dell have been able to provide me anything like this level of service, even though the old IBM service reps were on the whole very knowledgeable and helpful. Dell service for consumers is a total disaster, although I must say their computers have been more reliable than IBM/Lenovo or Apple for me.