They're Off To See The Wizards

[MacBytes]

Category: News and Press Releases
Link: They\'re Off To See The Wizards (http://www.macbytes.com/link.php?sid=20050126213026)
Posted on MacBytes.com (http://www.macbytes.com)

Approved by Mudbug

[settledown]

I almost had a heart attack when a NYTimes article didnt make me register first to read it.

[wordmunger]

Good article. It almost made tech support seem like a fun job.

[wrldwzrd89]

Apple's figured out how to "do" tech support in their stores. It creates appeal and customer loyalty - two traits Apple needs to survive. The article makes some good points about how only Apple could do tech support this way because of the inherently limited nature of the Mac platform.

[Applespider]

I've seen lots of happy people getting their Macs/iPods fixed at the Genius Bar - but it's also the scene of most disappointment I've seen there (aside from customers begging for a Shuffle).

The London store is out of appointments by 11am most days. Any customer arriving later in the day with their Mac is told that they need to come back the next morning. To be told that at 3pm when the store is open another 6 hours makes most people stare in disbelief, particularly when it's a very minor matter - eg replacing a power brick that's under warranty.

The display signage with the Genius quotes looks good but for customers who don't know the system, it's not particularly clear.

The Geniuses themselves are swamped with paperwork. On my last trip, it took him 2 minutes to figure out the problem and another 12 to sort out all the sheets of paper.

Free tech advice is a wonderful service and a great way of differentiating Apple - but there's definitely room for improvements in the way it's administered.

I'd suggest the following - have a Genius or two that can't be booked but are available as and when. Sure you'll end up with a queue for their services but at least customers arriving at 4pm knows there is a chance to see someone that night and how long the line is. As it stands, customers in the store earlier might have booked all the appointments from 6-9 but have no intention of turning up any longer. There's no way of knowing how many of those people are still 'in line' and if there's any point in waiting til the end of the night.

[SiliconAddict]

Good article. It almost made tech support seem like a fun job.

It can be a fun job as long as you have the right management. I've mulled over applying at one of the Apple stores here in MN. I know there's a snowball chance in heck of me getting it if for no other reason then my expertise is in Windows not OS X. I'm good at trouble-shooting problems and such but I highly doubt they want anyone who doesn't know the MOS inside and out. Pity since it looks like an interesting place to work. :(