Apple geniuses can be flipping idiots (Updated)

Discussion in 'MacBook Pro' started by daneoni, Dec 29, 2008.

  1. daneoni macrumors G4

    daneoni

    Joined:
    Mar 24, 2006
    #1
    I made an appoinent today because a genius didn't properly reassemble my MBP after a MLB replacement. I told them just reopen the case and make sure everything has been fastened properly

    Genius comes back and says they've broken some screws and the case can't be reassembled without replacing the top case which will take about 30 mins. I'm still at the store 4 HOURS later!!! and no sign of laptop. They keep telling me 20 mins.

    I'm bored...been watching seminars all day, I'm hungry and I'm seriously considering leaving and coming back tomorrow but they gave me this pager. If I don't hear anything in 20 mins I'm gone

    Atrocious service
     
  2. Schtumple macrumors 601

    Schtumple

    Joined:
    Jun 13, 2007
    Location:
    benkadams.com
    #2
    Is the store busy? Remember these are only people, like you or me, they are not apple gods, despite what their role name suggests...
     
  3. tcphoto macrumors 6502a

    tcphoto

    Joined:
    Feb 23, 2005
    Location:
    Madison, GA
    #3
    I will pass on a phrase that I heard my Mother say once at a car dealership service department, "How about putting it up on the lift and parking a new one underneath it?". It worked for me the last time I was in an Apple Store.:D
     
  4. daneoni thread starter macrumors G4

    daneoni

    Joined:
    Mar 24, 2006
    #4
    It was somewhat busy not major. I got the machine back and just as i thought. I've lost all Multi-touch capabilities. I can fix this myself if it is a software issue but i fear they replaced my multi-touch trackpad with a non multi-touch one. Sigh....

    EDIT: Yep, they replaced my keyboard/trackpad with a late 2007 model instead of an early 2008 model with multi-touch and media controls. Sigh....
     
  5. coledog macrumors 6502a

    coledog

    Joined:
    Nov 14, 2006
    Location:
    Roanoke, VA
    #5
    That's bs...for me to replace a top case (i'm not an Apple tech, just a normal one) it takes about 10 minutes tops! And they put on a non multitouch one too...wow, just wow...

    Which store is this?
     
  6. daneoni thread starter macrumors G4

    daneoni

    Joined:
    Mar 24, 2006
    #6
    A flashship store-Regent Street. London.
     
  7. Drumjim85 macrumors 68030

    Drumjim85

    Joined:
    Oct 7, 2007
    Location:
    DFW, TX
    #7
    oh, they're British... that explains it ;)
     
  8. coledog macrumors 6502a

    coledog

    Joined:
    Nov 14, 2006
    Location:
    Roanoke, VA
    #8
    For those who will get it...You sound like you're from London!
     
  9. daneoni thread starter macrumors G4

    daneoni

    Joined:
    Mar 24, 2006
    #9
    Will i have to wait for another Genius appointment (next week) to sort this issue out or can i just walk into the store tomorrow morning and tell them their mistake?
     
  10. coledog macrumors 6502a

    coledog

    Joined:
    Nov 14, 2006
    Location:
    Roanoke, VA
    #10
    Walk right in and tell them! You as a customer shouldn't have to wait for them to screw up others' computers without your own being fixed.
     
  11. rdowns macrumors Penryn

    rdowns

    Joined:
    Jul 11, 2003
    #11
    I'd walk in first thing n the morning and politely demand they straighten it out immediately.
     
  12. daneoni thread starter macrumors G4

    daneoni

    Joined:
    Mar 24, 2006
    #12
    Yeah thats what i thought. I'm gonna go in first thing in the morning...hopefully its less busy and i dont have to wait another freaking 4 hours
     
  13. coledog macrumors 6502a

    coledog

    Joined:
    Nov 14, 2006
    Location:
    Roanoke, VA
    #13
    Also try sending an email to sjobs@apple.com commenting on the issue with the staff there.
     
  14. xpovos macrumors 6502a

    xpovos

    Joined:
    Jun 7, 2007
    Location:
    Tennessee
    #14
    Good luck with that, but don't hold your breath. Their *$&%^#% appointment policies made more sense when they had a much smaller clientele. Apple are ruining their reputation for customer service these days. I've sent three of the nastiest e-mails of my life in the last week, thanks to those asshats.
     
  15. aethelbert macrumors 601

    Joined:
    Jun 1, 2007
    Location:
    Chicago, IL, USA
    #15
    They put the wrong top case on my macbook about a month ago and when I got it back, I noticed it in the store before leaving and they told me to get in line. They tried to give me some BS about pro care members getting priority. I sent the store manager an email and never got a reply.
     
  16. Applespider macrumors G4

    Applespider

    Joined:
    Jan 20, 2004
    Location:
    looking through rose-tinted spectacles...
    #16
    Regent St can be a pain in the ass in terms of waiting, getting things fixed etc. Then again, they're also massively busy - why you can't get an appointment quickly. London needs more stores centrally to take the load off a little.

    I went to the Genius Bar in Glasgow today. Great service. Booked it yesterday, went in this afternoon, got seen on time, got my Macbook battery swapped out and left in about 15 minutes.
     
  17. daneoni thread starter macrumors G4

    daneoni

    Joined:
    Mar 24, 2006
    #17
    Now thats just wrong, they asked to get in line again after having just discovered the issue in-situ. Hopefully i get lucky but i already have a plan B-i made an appointment at the Brent Cross store. So if Regent Street talks smack then hopefully brent cross can help me.

    The only problem i can foresee is brent cross not having the part in stock given that its a much more smaller store.
     
  18. alphaod macrumors Core

    alphaod

    Joined:
    Feb 9, 2008
    Location:
    NYC
  19. pointandclick macrumors regular

    Joined:
    Apr 29, 2008
    #19
    That's ridiculous.:eek:

    When I had my battery replaced I spent quite a while waiting in line, but once it was my turn it took him just long enough to start up the machine and open system profiler to see the mAh before he went to get the new battery.

    I did find it kind of funny that it took a "Genius" to replace a battery though. None of the other 10 people walking around doing nothing were qualified apparently.
    I understand it's policy but still.:rolleyes:
     
  20. e12a macrumors 68000

    e12a

    Joined:
    Oct 28, 2006
    #20
    i wonder how they got the top case mixed up...usually they retrieve the part according to your serial#. Probably had more than one top case lying around and got them mixed up.

    so you want someone with no absolute clue to what they're doing to look at your computer? They're just salesmen, man. also you need to be in the service system to even order parts. Not everyone can get parts for customers.
     
  21. coledog macrumors 6502a

    coledog

    Joined:
    Nov 14, 2006
    Location:
    Roanoke, VA
    #21
    Lol, if the other computer had the capability some guy is wondering why when he places 4 fingers on the trackpad it makes his windows disappear!

    But for changing a battery? I expect the guy I buy my $2000 computer from to know what a battery is and how to replace one in a MBP!
     
  22. pointandclick macrumors regular

    Joined:
    Apr 29, 2008
    #22
    Please tell me your not serious? It's a battery. Anyone is capable of looking at a number for the battery output and say "yes, it's below what is normal, I'll get you a replacement".
     
  23. e12a macrumors 68000

    e12a

    Joined:
    Oct 28, 2006
    #23
    first salesmen aren't trained to know what #s to look for. They automatically refer you to a genius, not only because they may not know, but they can't do anything for you as you can only have so many people capable of ordering parts. I bet a lot of them dont even know that you can click on the version of OS X to find the serial #.

    you'd only frustrate yourself more and complain about why Apple lets salesmen do tech stuff.
     
  24. pointandclick macrumors regular

    Joined:
    Apr 29, 2008
    #24
    Should I be concerned that they are qualified to sell me a computer then? ;)
     
  25. e12a macrumors 68000

    e12a

    Joined:
    Oct 28, 2006
    #25
    yep :)

    also its a cost saving measure for Apple. If salesmen had part ordering capability and were also inexperienced they could be ordering parts that your computer does not need.

    just look at my signature to get an idea just how non-technical some of those apple store sales people are.

    I remember sitting at the genius bar and listening to the techs talk abut this one new hire that exchanged a few computers for customers when he coud have just ordered a replacement part. Even noob geniuses can be expensive.
     

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