Genius Bar, You SUCK

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My trusty Mac Book Pro (core duo version) had some problems recently – the right speaker died in it. Not a major deal, but it would be nice to get it fixed before the warranty runs out. Fortunately, I have a newer machine, so I could afford to lose this one for a few days until it gets fixed.

So, on Thursday evening I go down to the Genius Bar at the local Apple Store. They are completely booked. An no, I can’t make an appointment unless you pay a $300 premium for AppleCare Pro. FUCK THAT. They tell me to come back in the morning, which I can’t do – I work, ya know? Go down Friday evening hoping for a miracle. No dice. Come back in the morning. Finally, I go in as soon as they open in the morning on Saturday. Literally, walk right in the door as they’re unlocked.

And the fucking Genius Bar is already booked through 5pm that day. Apparently, what the little twits in the store neglected to tell me was that starting at 8am, there is a secret web site that you can sign up for service for that day. Not that anyone told me about this before.

Huge pile of stupid in that store.

I even asked about something I read about in the Consumerist that was available – drop off your computer and they’ll call you back. It’s called Quick Drop. They wouldn’t offer it to me.

I called Apple Support, and they told me to sign up for the Genius Bar. Since I was so close to the store, they wouldn’t send me a prepaid mailer to send the computer back. Could I escalate the situation to someone else? Sure, the people who did that are the Geniuses at the Apple Store.

This is now going on three days, and I can’t spend my life fucking around with these little bitches. This is a broken computer under warranty. Fix the damn thing.

Then I remembered – there was an authorized service center in town, just a few blocks away. Drove over there, walked right in, signed some forms and dropped the machine off for service. Done. They even said it would be three days until they could look at it. No big deal – at least I didn’t have to sit there for those three days like I’ve been doing.

But they called my cell on the way home telling me they already ordered the part (a new logic board or something) and it should be in on Monday, and ready for pickup that evening, everything covered under warranty.

THAT is service.

You damned Geniuses can suck the high hard one.

UPDATE: The machine came back on Tuesday, all fixed and everything. Way better experience than the famed ‘bar. Again – SUCK IT GENIUSES.

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5 thoughts on “Genius Bar, You SUCK

  1. A similar thing is happening to me, I’ll blog about it soon. Basically I got nothing but utter shit from the “geniuses” at the Apple store. One of them actually suggested that I call a place called Di-no computer which is a town away from where I live.

    On the way out of the Apple store to my car I called them, and by the time I had got to my car to leave the mall, Di-no had already ordered the parts needed to replace my keyboard, and would call me when they arrived. Plus, they were going to replace my keyboard (which I actually had spilled shit on) under my warranty!

    A++++ for Di-no, they called me today and im taking it in tomorrow to get this stuff fixed!

  2. that “secret website” is http://www.apple.com/

    I fail to believe that they wouldn’t send you a box to mail in your laptop if you were within your one year hardware warranty. You might possibly have to pay shipping if you had had it for more than six months. Di-no probably just sent it off to apple to fix it. If you had gotten the Apple Care you wouldn’t of had to go to a store. You could of just called 1-800-My-Apple and had the box set to you that way.
    As for Michael, you don’t order parts to replace a keyboard. You just buy a new one.

  3. that “secret website” is http://www.apple.com/

    No – it isn’t. It’s buried in the individual store pages, and if you don’t know about it (as I didn’t, and apparently neither did the phone support staff who never mentioned it) you’d never find it because you don’t know to look for it in the first place.

    Believe it or not, they did refuse to send a box to me unless I first visited the Genius Bar since I was within 20 miles of an Apple Store. Fortunately, I can almost walk to mine, so that isn’t a big deal. Actually getting an appointment there was a PITA.

    In fact, I was just at the Genius Bar last weekend with a broken iPhone (which they replaced quickly, thank God.) Guess what they told some poor woman looking for help for her broken iMac? Come back on Tuesday – that’s the next appointment available for Mac support. This was Sunday.

    And why should I have to pay another $349 for AppleCare to get Apple to just fix my broken machine under warranty? I was even willing to mail it in, but I would have had to wait days just to have that privilege.

    What Apple needs in their stores is an expediter who can quickly shunt people with obviously broken hardware into a “get-my-computer-shipped-and-fixed-now” line instead of queuing with 200 people who can’t figure out how to use a mouse.

  4. I couldn’t agree more. The genius bar sucks. Bunch of homos with attitudes looking for a way to fuck you over. My Macbook was one week out of warranty and it died…they refused to fix it or even discount the repairs. Apple going way down in quality and reputation. Switching back to Windows 7 or Linux, fuck those losers.

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