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Completely outraged...**Update**

It just seems as if the store's playing a joke or something- I just find it hard to believe something of this sort can happen at a retail, professional, establishment.

Please keep us updated, and if an agreement is not reached as per your satisfaction, you should tell us what store it is, so that we all can be careful.
 
I'm sorry to hear that your experience was that bad. Honestly if you were banned from that store, then you were not as civil as you might have thought. With good reason to, if an employee of a store is treating you as rudely as the first genius then ya, people will lose their cool. Managers don't go around banning everyone that gives them trouble. I have managed a few different stores in my life, and if I were to ban people because they were rude, I would have had zero customers. it takes a lot to get banned. I have a feeling there are parts missing from the story, but thats just my opinion. I hope you are able to get your MacBook from another Apple store that will be more inviting of you.
 
I'm amazed you kept calm.

That is disgusting the way they treated you. Having worked in an Audio and TV department and have experienced customers with problems - I am very willing to help the genuinely nice and polite people, I'll go out of my way to make sure they leave happy. If a customer gives me grief before I've even opened my mouth then I'll do as little as I can.

The fact that you were polite and they treated you like crap is just inhuman.

When I worked in the Audio TV department, I gave customers the benefit of the doubt. If someone had something that was broken within 14 days, regardless of how it happened, I'd replace it for free. The company makes plenty of money, and to keep customers, you sometimes have to invest a little and make a small loss to create an even bigger profit in the long run.

Keeping the customer happy is the number one rule in sales. Why? Well look at this topic. You got crap service, you are pissed off about it and you've told everyone. That isn't good publicity for the company. Someone might read this topic and decide not to buy from Apple.

Amazing how bad customer service can esculate like this.
 
Ok, I'm heading back to the apple store, once again.

I'll post when I get back.

Stay tuned...
 
My macbook used to vibrate when it booted up or when it thought I was trying to access the DVD drive. It was the DVD drive that was doing it. It would stop after a minute or two. Its no longer an issue, sold the macbook. :p More I read stuff about Apple's arrogant attitude, the less likely I'll end up with another Apple.
 
UNBELIEVABLE!!!!! Totally UNSAT. I hope this "genius" gets fired for it. Heads should roll. I hope you eventually get a non-vibrating Macbook! Hang in there!
 
Had a similar experience

Sorry to hear of your troubles I hope Apple responds to this accordingly.

I too had a similar situation with an apple genius in my town. He wasn't a manager but I guess a team lead genius or whatever... not sure what there positions are.

First let me say I am a procare member, my MBP is under applecare so I didn't expect a whole lot of hassle when I purchased these services.

I went to the apple store to get my battery replaced in my MBP. It was acting up and not charging right...sure enough couple weeks after the problem arouse they issued the battery recall program. I looked to see if mine was covered and my serial match the covered batteries.

He looked at it verified the problem with HIS charger. But when he looked in the computer he said this MBP wasnt covered in the program. I then showed him my printout with the numbers matched up and he still refused to replace it despite that and the problems he saw.

I said well isn't it under applecare regardless of the program? he said yes but he still couldn't replace it cause its not identified as MBP known to have battery problems. I said regardless of the program, I have a problem and it needs to be fixed and I asked so what did I pay for applecare and why do I pay for procare then? I started to get a little agitated but ultimately remained calm. He said he would go talk to his manager.

When he came back he too offered me the comprimise that if I got a replacement now I would not be able to get a battery replacement in the future even if I had problems I would have to purchase one out right no matter what.

I too was dismayed by this offer, and was very agitated at his very rude tone he was talking to me like I was scamming them. I agreed knowing that if I have problems again you better believe I would be back at that genius bar getting it fixed. I haven't had any problems since though.

This guy really needed to be talked to by his supervisor about how he treated me. I talked to the store manager and he said he would handle it, but you know how that is in the service industry. It can be hit or miss whether things change.

I can't believe apple seems to have a policy to offer these compromises after hearing that its happening at other stores too. I agree this isn't the customer service I am looking for. More I am drawn to macs from PCs the further I am pushed away by their customer service.

But just thought I would share my experience and confirm this is more then just a single instance apparently there is a policy guideline in reference to these comprimises.

Good Luck.
 
Sorry, saw the error. Missed a full page of posts when I submitted that (the one where he makes it clear), thought he was actually banned from the store and told he couldn't buy another Macbook. Editing isn't straight forward on Digg, had to send them an email requesting changes.
 
Hey gang,

Ok, so I just got back from the Apple store.

Customer relations was pretty unhelpful. They really didn't want to do anything. THey call the apple store to investigate, and they told me that the genius said he never banned me. He just said he told me they couldn't find a suitable product (?!)

I told the customer relations supervisor (I got transferred up whe the first rep couldn't do anything) that I felt humiliated and embarrased for a few reasons. Firstly, the genius who I spoke with was extremely rude and insulting - hardly the type of customer service you would expect from a store selling relatively high ticketed items. Nobody deserved to be spoken to like I did - I explained that I understand they have super stressful jobs but that doesn't give them a reason to walk all over me and ignore my concerns.

She then told me that the apple store could not open 10 boxes to make me happy. I replied by saying that the first box I was entitled to because I purchased it, and the second box was opened because the one I bought was defective. I don't see how they accuse me of wanting to open 10 boxes. I told them that I don't get a kick out of opening new computers, I just wanted one that was functional for my sister.

I explained to her that making exchange deals is illegal and also a violation of the warranty. She kept telling me to buy it elsewhere but I said I couldn't because I wanted the discount and iPod promo. She was beginning to get impatient and she started raising her voice a bit - I guess she was feeling cornered. I remained calm. She also asked me why not buy from the online store. I told her I didn't want to because online if there was a problem I'd have to send it back and right now I just don't have time to do that.

She then asked me what I wanted. All I said was that I wanted a written apology from the two geniuses: the first one who was unnecessarily rude to me and the second one who wanted the exchange deal and who banned me from buying macbooks. she told me no because she heard 2 different versions of the store. But she did take the names of both geniuses and told me that the information would go where it had to...

Then, she conferenced me with the manager of the apple store - the "head" manager who was not there at the time. I told him the story and he didn't seem happy at all about it. I gave him the names of the geniuses and he said that the one who was rude to me would have to face "serious consequences" and that he would be reprimanded because it's completely unacceptable. He also said he'd have a talk with the other genius who made the deals with me and who banned me. He kept stressing the fact that I had not been banned and that I was super welcome in the store. I told him I did not feel welcome - rather I felt humiliated and disrespected. He said that I could come into the store and sit down with him and talk about it, then open up a macbook together to make sure it was problem-free. But he seemed very serious and angry that the genius acted the way he did.

I then told him that I don't know if I could because the genius told me I couldn't buy a macbook...only a macbook pro. I told him I would have happily boughten macbook pro but it's 500$ more and I didn't have the money. I asked him to give me the pro for the same price as the macbook (seemed fair enough, especially after all this wasted time and aggrevation),and he said maybe, but he'd have to consult his superior. He calls me back a few hrs later and tells me that he can't drop the price of the computer 500$. I guess I understand- I wasn't really expecting them to anyway. He offered me 10% off my computer (around $150) and a free case ($45). I appreciate the discount on the computer, but I knew that the case cost the store a few bucks, but whatever.

I told him that he will have a satisfied customer if the macbook I get is in working order. I went to the apple store, he checked the laptop over with me, and this one did not vibrate. Although I was really really looking hard for it to vibrate and I might feel something small, it's all psychological - this machine doesn't vibrate, and that's proof that it really was a defect. In fact, I'm typing on it right now. The screen is perfect: no dead pixels, very little light leakage, no yellow/blue tint. The machine is silent, and the laptop seems to be in good working order. I thanked him and shook his hand, and he apologized for everything. On the way out, I received horrible stares and grins from the genius who will "face serious consequences".

I will still e-mail Steve Jobs (or his assistant, whoever replies to those e-mails), because I think this story will interest "them".

I find it funny how this story is getting dugg...I think the moral of the story is to be calm, firm, and polite, and you will be satisfied eventually. It's also important to note that even a company as huge and great as Apple can have problems because they can't watch their employees 24/7. To some extent, they need to trust them. Obviouly the geniuses were on some sort of power trip and felt they could treat customers that way. The genius who was rude to me should be reprimanded, and the one who made the deals needs a lesson about customer service, even though he was pretty polite.

I hope this is the end of this - but we'll see if I get a reply to my e-mail.
 
queshy said:
UPDATE***

Ok, so I called Apple Customer Relations this morning, and they told me they were going to call the apple store where I purchased the macbook from and then get back to me. Because this may take a while before getting resolved, I guess I will just explain what took place, as perhaps some other users have suggestions as to how to further approach this.

When I originally bought the macbook it was vibrating so I took it back, and the genius told me that it wasn't really a problem because some macbooks vibrate and some don't. After arguing, he agreed to change it on the condition that I could no longer switch it again. This exchange deal was something we really had no choice but to agree to - it was either accept this ridiculous deal or be stuck with a broken computer. The genius actually told me I was playing a "lottery". He was also very upset that I got him to waive the restocking fee...

So that macbook comes home with us, even though my sister said it, too, was vibrating and that he genius said too bad you already accepted the deal. I am very angry about this so I decide to go into the apple store the next day. And that's where I left off.

First off, the genius who I spoke to was extremely rude and insulting. I was showing him the problem and he told me 'dont tell me how to do my job, I've seen way more macs than you have in my time'. Overall, he was very disrespectful and I couldn't believe it. I told him this: on that demo table, there are 5 macbooks. 1 of them vibrates, and the others don't. how is it possible that it's not defective? He told me I didn't know what I was talking about. He also completely dismissed giving me a week 17 when the original was a week 32. I get to speak to the genius supervisor, who is much nicer and calmer. He, too, doesn't want to assist me at all. I even told him that I was pretty sure it's illegal to offer customers "exchange deals" and he told me to prove it and bring him legal documents! I told him I Called apple (Apple tech said it was defective and she was outraged at what took place). He calls apple and then comes back to me. What did they tell you, I ask. He tells me they said they're sorry for giving you false information. (yeah, right).

What he told me now is why I have refrained from posting...I am a very calm person, as you can tell by my previous post. I was extremely civil and courteous the whole time, not raising my voice or being arrogant like they were. He tells me that they will give me a full refund but that now I was banned from buying macbooks at the apple store. He said that he would sell me a macbook pro, but not a macbook, and that I was banned from the store. I told him that it really wasn't right to be banning customers who have defective computers from the store. I got my refund, and left. Travelling back and forth a few times (30 min trip), hours of wasted time, and the result is nothing - I am now left without a computer, extremely dissatisfied that I can't buy from the Apple Store. The reason why I bought there was so that I could take advantage of their promos. I guess I'll have to order online, or see what the rep will say when (if) she calls me back.
Click to expand...

Wow. Unbelievable is right. I would have stopped that "Genius" dead in his tracks the second he said something disrespectful. There is absolutely no excuse for that kind of behavior or attitude. Ban you from the store for having a defective computer? You have to be kidding me here, this is beyond ridiculous.

I think you should definitely stay with this and consider emailing Steve.
 
i would like to say that this is ridiculous, but try dealing with a third-party retailer, I have had more fun dealing with Fry's over a period of now 19 months. Glad to see that you have a working computer.
 
Wow, this was very interesting. Thanks for sharing with us and good job on staying calm and getting what you paid for!
 
Thanks for the update. I'm glad there was a suitable resolution for you and your sister. Enjoy the Macbook. This was definitely one of those times where you had to be persistent. Good for you.
 
whooleytoo said:
... If it happened precisely as you've described it (no offence!)...
Click to expand...

Sorry, I just can't help of thinking of Rodney Dangerfield in Caddyshack here...

"This is my friend, Mr. Wang. [He turns to Mr. Wang, puts his hand up and says] No offense!"

LOL
spjoneSi


edited to show quote
 
This is really something. I would have never expected any rep. from Apple to act that way. Thanks for sharing
 
Kinda irrelevant, but I am confused on one point. Your first story, the OP states that your sister has the hard time the first time, the whole "Cannot return it" like:

but on the condition that she cant get it changed again even if theres a defect. she really doesn;t have a choice at this point because it's either pay 2000$ for a defective machine or get one that's even worse.
Click to expand...

and on your post on page 3:

After arguing, he agreed to change it on the condition that I could no longer switch it again. This exchange deal was something we really had no choice but to agree to - it was either accept this ridiculous deal or be stuck with a broken computer. The genius actually told me I was playing a "lottery".
Click to expand...

I am just confused on timelines of things. Who's doing what? You use "we" but state in OP that she went alone.
 
You are quite right - I messed up there.

I went with her to BUY it, she went back the next day to exchange it (when they made her the deal) because I was at work. I went with her the NEXT day and that's when I got banned. Today I went back with her to get a new one.

I came with her because she doesn't have any experience with computers in general and would have probably had a harder time expressing the problem than me.

she's happy to have a perfect macbook now, though. I will fix the post on page 3 so as not to confuse anyone. thanks for pointing that out!
 
Just for fun, you should take the MacBook back tomorrow and complain that it's vibrating. ;)
 
If it were me, I'd get those two geniuses a gift. How about this lovely book here?

It actually talks a bit about how great Apple's customer service is. My boss bought a copy for every employee of the jewelry store that I work at. I'm almost half way through the book. It's actually a great read and something that they could ALL benefit from. Glad you got it all settled in the end!
 
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Wow, I can't believe that story! While I am glad you finally got a working computer, I agree with others that you should email Mr. Jobs. We know that he does not directly read your email, his assistants do. It's interesting, people in various forums have been talking about an overall lowering of quality control with respect to hardware (e.g. yellowing on mbp), though after this, one has to question the quality control of their employees, at least in this example.

I find the whole "genius" term interesting. It is certainly a great marketing tool to comfort customers, after all, you have a genius working on your case. On the other hand, it seems like it would go right to the heads of the employees and possibly contribute to a "higher than thou" attitude. Again, I understand that not all geniuses are evil and that most will go out of their way to help you.

I respect your dedication to apple and your attempts to protect the store by not naming it's location despite everything you have gone through. Good luck and keep posting back
 
Yeah, I guess I'm pretty satisfied. Though Steve Jobs' assistant or whoever answers to his email address will surely hear about this.

I also hope that the geniuses both get lessons in customer service, so no other people have to be treated like this.
 
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