Apple genius bar caught ripping off a customer on camera

Ma2k5

macrumors 68020
Dec 21, 2012
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The behaviour is obvious to all but the blind...

Q-6
Loved how easily it was fixed by the evil, some here even describe them as, illegal, 3rd party repair shop.

Some people honestly think Apple repairs are some super technical team with the best skills ever. How wrong they are, they’d be surprised how much of a better job someone else could do outside Apple. Just as there are bad shops out there, equally there are poor engineers at Apple (or whoever they authorise).

This is why freedom of repair is important for consumers, don’t let Apple fans brainwash you into thinking Apple are the only reliable repairers for your products.

Oh the best lie? It’s for security reasons! Sure it is...
 
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c0ppo

macrumors 68000
Feb 11, 2013
1,641
2,930
I'm shocked. So they are telling me that Apple is forcing their users to purchase a new device? And that Apple repairs are really expensive? And that Apple likes to use their own screws + a lot of glue, even when it doesn't need to?

Well, that's heresy!
 
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Ma2k5

macrumors 68020
Dec 21, 2012
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I'm shocked. So they are telling me that Apple is forcing their users to purchase a new device? And that Apple repairs are really expensive? And that Apple likes to use their own screws + a lot of glue, even when it doesn't need to?

Well, that's heresy!
It was concerning that

a) The guy who said he opened it up, clearly didn’t notice the bent pin. Rossman did within a few minutes?
b) That the water sensors don’t actually need liquid damage to activate and merely humidity can do it - humidity which didn’t damage your computer but you’ll be told it is damaged due to liquid damage.
 

Queen6

macrumors G3
Loved how easily it was fixed by the evil, some here even describe them as, illegal, 3rd party repair shop.

Some people honestly think Apple repairs are some super technical team with the best skills ever. How wrong they are, they’d be surprised how much of a better job someone else could do outside Apple. Just as there are bad shops out there, equally there are poor engineers at Apple (or whoever they authorise).

This is why freedom of repair is important for consumers, don’t let Apple fans brainwash you into thinking Apple are the only reliable repairers for your products.
This is the game Apple plays under the masquerade of protecting the customer, which is plainly ridiculous to anyone of reasonable intelligence. As my late father would say "fools and their money" Apple will not cease such poor behaviour and business practice until people stop buying it's product simple as that...

Q-6
 

Ma2k5

macrumors 68020
Dec 21, 2012
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A lot of people defend battery gate but they don’t understand why it was so wrong. If you slow down a phone due to battery without informing the customer by a software update, you are tricking them into buying a new phone instead of replacing the battery. It’s very shady and deliberate, particularly when it comes to timing of said update.
 

SDColorado

macrumors 601
Nov 6, 2011
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Highlands Ranch, CO
I am still a little shocked by the video. On Wednesday I had done what I had promised myself I wouldn’t do and picked up a 4th MBP so that I could compare it side by side with a Lenovo X1 Extreme. More for the draw of the Apple eco than for any common sense reason. I just wanted to give another MBP a try before making a decision.

But that video really tarnishes the Apple image and certainly makes the Apple eco a much less inviting place to be.

And before some dude, like the one in the 2018 Apple Keyboards are the Greatest thread accuses me of just making that up....

 
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Ma2k5

macrumors 68020
Dec 21, 2012
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I am still a little shocked by the video. On Wednesday I had done what I had promised myself I wouldn’t do and picked up a 4th MBP so that I could compare it side by side with a Lenovo X1 Extreme. More for the draw of the Apple eco than for any common sense reason. I just wanted to give another MBP a try before making a decision.

But that video really tarnishes the Apple image and certainly makes the Apple eco a much less inviting place to be.

And before some dude, like the one in the 2018 Apple Keyboards are the Greatest thread accuses me of just making that up....

Don’t the new MacBooks allow higher temps for the CPU’s to get to before throttling them down compared to the competition? I know it’s still within the allowed CPU spec limit temp and they did it to trying maximise performance, but I worry about the longevity of these TB models.
 

ActionableMango

macrumors G3
Sep 21, 2010
9,512
6,772
Loved how easily it was fixed by the evil, some here even describe them as, illegal, 3rd party repair shop.
Apple's policy is ridiculous and I believe in the right to repair, but my limited experience with third party shops is so far uniformly bad.

I've had my iPhone screen repaired by two different third party shops--both places I picked due to very high Yelp ratings. Shop #1 clearly used a bootleg part, because I immediately noticed that the colors were dull and the blacks were grey. Shop #2 had a decent screen but it didn't sit flush with the case--I had to squish it underneath a stack of books overnight. That helped, but even then it still wasn't right.

I don't know why these shops would have high ratings other than people have low standards. Because of this, there seems to be no way to identify good shops from bad ones. I'm not even sure there are good ones. In fact, I'm not sure that unauthorized shops can get genuine Apple parts at all.
 
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SDColorado

macrumors 601
Nov 6, 2011
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I don't know why these shops would have high ratings other than people have low standards. There seems to be no way to identify good shops from bad ones. I'm not sure that unauthorized shops can even get actual Apple parts.
Low standards or compensation in return for reviews. I purchased an item on Amazon that I gave a poor review due to quality and was contacted by the seller. The seller offered me to refund my money as well as ship me a second one for free if I would change my review from 2/5 to 5/5. (A) Just what I needed was a second low quality item and (B) Umm no. That would be a disservice to other buyers. But I can guarantee that some will take the refund and the second free item and change their review.
 

Ma2k5

macrumors 68020
Dec 21, 2012
2,444
2,332
London
Apple's policy is ridiculous and I believe in the right to repair, but my limited experience with third party shops is so far uniformly bad.

I've had my iPhone screen repaired by two different third party shops--both places I picked due to very high Yelp ratings. Shop #1 clearly used a bootleg part, because I immediately noticed that the colors were dull and the blacks were grey. Shop #2 had a decent screen but it didn't sit flush with the case--I had to squish it underneath a stack of books overnight. That helped, but even then it still wasn't right.

I don't know why these shops would have high ratings other than people have low standards. Because of this, there seems to be no way to identify good shops from bad ones. I'm not even sure there are good ones. In fact, I'm not sure that unauthorized shops can get genuine Apple parts at all.
There are bad shops - but as you saw, this Apple store was also taking a customer for a ride. At the very least, people should have the choice who to risk their repair with, and at a cost that they can afford. It’s a customers due diligence as to who to go to and you perhaps should ask what parts they use, at the very least if they lie you can take consumer action - Lastly, Yelp is unfortunately not that reliable.

The key is choice, Apple can not guarantee that they are the best or affordable option.
 

SDColorado

macrumors 601
Nov 6, 2011
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Highlands Ranch, CO
Don’t the new MacBooks allow higher temps for the CPU’s to get to before throttling them down compared to the competition? I know it’s still within the allowed CPU spec limit temp and they did it to trying maximise performance, but I worry about the longevity of these TB models.
One of the MBP’s I had, had random instances of run-away temps in addition to keyboard issues.

Just odd stuff like syncing my phone or staring mail and it would run up to 95-100c and just stay there until rebooted. Not sure what was up with that. But it wouldn’t do it consistently or with the same app, so hard to replicate.

But one thing I noticed with the X1E is that the default cooling scheme is more aggressive than Apples. Sure you can change from the default behavior with Macs Fans, but it seems Apple clearly chose a more silent running machine to a cooler one as a default.
 

Queen6

macrumors G3
One of the MBP’s I had, had random instances of run-away temps in addition to keyboard issues.

Just odd stuff like syncing my phone or staring mail and it would run up to 95-100c and just stay there until rebooted. Not sure what was up with that. But it wouldn’t do it consistently or with the same app, so hard to replicate.

But one thing I noticed with the X1E is that the default cooling scheme is more aggressive than Apples. Sure you can change from the default behavior with Macs Fans, but it seems Apple clearly chose a more silent running machine to a cooler one as a default.
mpRrZ.jpg

Any eggs handy :p

Q-6
 

Allyance

macrumors 6502
Sep 29, 2017
374
425
East Bay, CA
About 1 1/2 years ago I took my 6s in for a warranty battery replacement. Appointments and repair went smoothly, however, when I got home, the home button didn't work properly so I took it back the next day and they quickly determined that their tech broke a lead to the switch, they replaced phone for free with an identical model. Anyone can make a mistake working on such delicate equipment, this time Apple stood behind their product and staff. Restored the new phone at the store, all was well. Question is, what would have happen if a third party broke my phone? I wouldn't have gotten a brand new phone and would have been out of luck. I have worked on many computers and servers and know simple stupid things can cause headaches. I am sure the Apple tech was following protocols when he saw the red moisture indicators. The consumer should have the right to find an alternative way to fix their property if the factory quote was too high. When I first moved into my current location, the AC didn't work, outside compressor was making a humming noise and I thought it was bad. Seeing that they were about $400-500, I called a local repair company that sound honest. Tech came over, and I watched him remove the cover to the electrical box on the motor and he looked up at me and said "I'm not on TV am I?" , I said no, why? All the problem was a wire had popped off the starter capacitor, and he thought I was testing him. I paid him for his minimum site charge and it has worked fine ever since.
There are honest repair people, he could have said it was the compressor and wouldn't have noticed the difference.
 

velocityg4

macrumors 601
Dec 19, 2004
4,963
1,504
Georgia
While I support right to repair. I wouldn't say the guy at the Genius Bar was trying to rip off the customer. They have procedures they have to follow. They can't just wing it and kludge a repair. If water sensors are tripped, the logic board has to be replaced. I doubt they are even allowed to do any repairs if they see a problem which a customer doesn't want repaired. Such as just replace a display assembly if the water indicator is tripped. Then if he noticed the damaged connector later. He can't just push it back into place. He has to replace the screen assembly.

Basically, only take your Apple gear to the Apple store if it is under warranty. If it isn't, don't go. Almost any repair will be too expensive (besides some battery replacements). Really not much point bothering with any Apple Authorized Repair stores either. Unless they are hurting for business. They are probably so flooded with warranty repairs and non-warranty repairs to cut a deal. Do it yourself, use some non-affiliated shop or just sell it for parts only on eBay.

Low standards or compensation in return for reviews. I purchased an item on Amazon that I gave a poor review due to quality and was contacted by the seller. The seller offered me to refund my money as well as ship me a second one for free if I would change my review from 2/5 to 5/5. (A) Just what I needed was a second low quality item and (B) Umm no. That would be a disservice to other buyers. But I can guarantee that some will take the refund and the second free item and change their review.
That's actually against Amazon's review policy for sellers. You should report them. Had that happen with a company when I gave an item a 3/5 review. They first offered me a partial refund, then a full refund. Without my ever asking for a refund or responding to their messages. I reported them to Amazon.

... Lastly, Yelp is unfortunately not that reliable.
Right, you can't take review averages as gospel. You need to investigate the reviews. I always look at the following.
- Was there a sudden influx of good reviews?
- When taking a sampling of good reviews. Do the reviewers have any other reviews?
- Is there a common theme in bad reviews? (very important)

The same goes with Amazon. You'll see some product with a hundred or so good reviews. All those reviews are within the first month of reviews. All those reviewers have either no other reviews or a whole bunch of reviews of various products the same day never before or after. Then after that influx of good reviews there are no reviews or a smattering of good and bad reviews.

There are businesses which specialize in review farming. They get paid to pump out good reviews on Amazon and other services. Some are more sophisticated for higher paying clients. To spread out the reviews over time and add a smattering of neutral and bad reviews for authenticity. Just like there are companies which generate fake followers for social networking.

Fakespot is helpful in quickly identifying products with fake reviews.
https://www.fakespot.com/
 

SDColorado

macrumors 601
Nov 6, 2011
4,279
4,244
Highlands Ranch, CO
That's actually against Amazon's review policy for sellers. You should report them. Had that happen with a company when I gave an item a 3/5 review. They first offered me a partial refund, then a full refund. Without my ever asking for a refund or responding to their messages. I reported them to Amazon.
Oh believe me I did report it. I also edited my review to include a copy of the message I received from the seller trying to “buy” a more favorable review.

But I never heard back from Amazon and while I haven’t checked in a couple of months, the last I knew the seller and product were still there.

They are one of Amazon’s “preferred sellers” or whatever it is Amazon calls them for keeping a ... I believe 4.5 or better rating? Thus their interest in buying a better review
 

SteveJUAE

macrumors 68040
Aug 14, 2015
3,222
3,279
Land of Smiles
I'm not sure why some are shocked by this :(

Right to repair is in complete contradiction to AppleCare and AppleCare is a complete contradiction to premium device :D

We have all heard of stories of $100 to replace a watch battery in the high street vs $10 by the little guy around the corner, same same Apple :rolleyes: what do you expect a bespoke service

These nice and convenient Apple stores cost money to run etc they are not provided FOC by Apple you pay the price X times over for being in an premium ECO
 
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Ma2k5

macrumors 68020
Dec 21, 2012
2,444
2,332
London
Some anecdotes from Reddit following this video:

Ryowxyz 1045 points 14 hours ago*
"Back when I had an iPhone 4s, the power button was stuck down and worn out I guess.
Apple quoted me over £500 to fix the flex cable that had the power button.
I went to ifixit for the guide and bought the flex cable off eBay for 0.99 and fixed it my self."
...
joshgelua 10.6k points 18 hours ago*
"I also went to this same exact store for a battery problem for my phone. The guy told me my phone was basically broken beyond repair, and that it would be best to get a new phone replacement.
I went up the street to Mobile clinic like 10 mins away and they did a battery replacement for like, $40 or something. My phone still works and I’m currently using it to type this comment.
Their business practice is disgusting, and I’m glad they’re being called out.
Edit: this is an iPhone 6 bought 4 years ago. Given my experience from Apple I am likely to change my game. Boycott!!!"
...
bobsaget112 3395 points 14 hours ago
"A similar thing happened to me. My wife’s phone completely died near the end of our honeymoon with all our pictures on it. We took it to the apple store and they ran a diagnostic only to tell us her phone cannot be repaired and our only hope of getting it back the photos is to use a forensic recovery service called Drive Savers which is approved by Apple (so that we can then then swap out the phone using Apple care).
We sent the phone to drive savers who quoted us $2000 to recover the photos. I spoke to an “engineer” there who told me the phone is severely damaged, (though he couldn’t elaborate how) which explained the price. I told him that’s way too much. He so “kindly” offered me a payment plan. I told him to **** off and send me the phone back immediately.
When we got the phone back I decided to take it to a independent repair shop who took one look at it and said it’s just a bad charge port. $100 later the phone was working like new again. **** Apple and **** Drive Savers."
source: https://www.reddit.com/r/videos/comments/9mlkha/apple_quotes_customer_1200_to_fix_one_bent_pin_on/

Customers who, without 3rd party repairs, would be sod out of luck (or have to pay through the roof).
 
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