Best way to deal with an Apple Store problem?

Discussion in 'Apple, Inc and Tech Industry' started by jammybastard, Apr 1, 2013.

  1. jammybastard macrumors regular


    Apr 26, 2010
    In Trasnic
    I *might* have a problem with my local Apple Store and I'm looking for advice to best rectify it with the minimal amount of drama.

    Genius Bar appt. last Friday to start the repair process for my 2011 15" MBP, out of warranty.

    Problem: display was snow, horizontal blue & white lines. Drive wouldn't even mount.

    I came prepared for the worst with a 3TB ext drive to backup the 750GB boot drive. The 3TB ext drive is my work backup and I was comfortable leaving it for 24 hrs. I specified that they should NOT wipe/reformat the drive as it had many projects on it.

    The Genius was very nice.
    Took a look at the issue agreed it needed to be repaired.
    He took my external drive and and told me that they would backup the boot drive if they could and call me when it was ready.
    I specified that they should NOT wipe/reformat the external drive as it had many projects on it, and that was noted on the paperwork.
    He said the MBP would ship that day, back in 3-5 days.

    I heard nothing from the Apple store over the weekend so I called today.
    The drive had not been backed up, the MBP had not been shipped.
    Now I was concerned.
    The Genius was less than helpful. Didn't seem to care.
    I told them I had left a drive for backup...had they done it?
    "No. We are getting ready to ship your computer out."
    "We'll I need the hard drive backed up, that's why I left an external drive..."
    "Ok, I'll look into it and call you back."

    He called me back 10 min later, told me they were backing up the drive.
    He said it should take an hour or so.
    I asked them to call me when it was done.

    Now I'm angry.
    My MBP and external drive sat I their store for 3 days and nothing was done with it.
    Now they are supposedly backing up the boot drive that wouldn't even mount 4 days ago.
    Hopefully they didn't screw up my external drive as well.

    Who do I complain to if something is messed up?
    Store manager?
    Regional manager?
    Tim Cook?

  2. Shrink macrumors G3


    Feb 26, 2011
    New England, USA
    I would start with the Store Manager and see what happens. Then I would go up the ladder if you were not satisfied with the manager's response.

    Tim Cook probably won't come to the store to check it all out.:p:rolleyes:
  3. Gutwrench Contributor


    Jan 2, 2011
    Hmmm. I'm asking myself if I'd leave my external drive containing "many projects" in the hands of strangers if I really cared about it and them.

    As for your MBP I'd escalate to the manager, then Tim. That's courtesy.
  4. PowerPCMacMan macrumors 6502a


    Jul 17, 2012
    PowerPC land
    Nah... goto Cook.. He'll do to the Genius what he did to Forstall.. In the Jobs era, this kind of stuff would never ever have happened.
  5. jammybastard, Apr 2, 2013
    Last edited: Apr 2, 2013

    jammybastard thread starter macrumors regular


    Apr 26, 2010
    In Trasnic
    Ask yourself as much as you want. You aren't unique in this.
    In searching previous threads of this ilk i noticed most responders ask the same question instead of offering any substantive help.
    Clearly many of macrumors forum members don't know how to deal with Apple Stores but can't resist posting so instead are more concerned about the use of personal hard drives than answering the OPs question.

    It's a shame that people would prefer to make a fellow forum member feel stupid than help them.
    If you have nothing to offer, and clearly you don't, why bother posting?

    To answer your question...there is one reason this occurred:
    1. Trust.
    When the Genius told me that the transfer it would done by the end of day on Friday I took him at his word. My mistake.

    Meanwhile, 5 days later, I still don't have my MBP or my drive back.
  6. charlesbronsen macrumors 6502a


    Oct 22, 2008
    Toronto, Ont
    Well you goofed by leaving an external HDD with important info in their hands. Back up your back up bro. I took an iMac in a few years ago to get the screen replaced and the apple genius was great. Recently I brought in an iPod and it felt like I was talking with robots just spitting out automated responses. Really changed my view on Apple's customer service- Don't trust them
    Good luck either way
  7. eawmp1 macrumors 601


    Feb 19, 2008
  8. Gutwrench Contributor


    Jan 2, 2011
    Ok, I did. I told myself no.

    I don't have that power.

    Because I decided to make a comment pointing out an error in your judgement. Then I answered your question, see below.

    Which is why my answer was a suggestion to escalate to the manager, then Tim.
  9. IndoX, Apr 2, 2013
    Last edited: Apr 2, 2013

    IndoX macrumors 6502

    Oct 12, 2011
    The error was with the genius who told you the MBP would ship that day. The repairs done within the Apple store are by a first come first serve basis. Meaning your computer will sit in the genus room for 24-72 hours before a genius even looks at it.

    After that they determine whether they can repair it there or need to ship it out (it will be looked at by another genius and verified by the genius admin). THEN it takes 3-5 business on top of the 24-72 hours to get your mac repaired and back in your hands.

    The genius you originally spoke to should've set that expectation for you and if you complain to a higher up or manager all they will do is apologize and regurgitate what i just told you.

    Also, it is not Apple's responsibility to back up your drive - that is something every technician and Genius will tell you when you walk into an Apple store. They will gladly show you how to back up, but they won't do it for you.

    You seemed to have gotten an extremely nice genius - while they gave you the wrong information they did you the favor and agreed to back up your information when they didn't need too.

    But it's extremely unfortunate that a little miscommunication between you and the genius caused you such a bad experience. It happens. Wait it out and I'm sure your MBP will come back all backed up and fixed. :)

    A lot of it also has to do with timing. If a genus looks at your computer on a Saturday afternoon after sitting in the genius room for 3 days, it won't be shipped out until Monday morning. Likewise if it's shipped out on a Friday, Saturday and Sunday aren't business days - so you have to add extra days.

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