Has a Genius Bar refused to look at your laptop with the reason "possible biohazard".

Motek117

macrumors newbie
Original poster
Jun 18, 2013
3
0
I have a MacBook with 20 days to go on my first year warranty. I wanted to purchase a 2-year Protection Plan and brought it into a store in NY to have a diagnostic and make sure all is in working order. It's been fine; however it was recently in an environment which was exposed to bed bugs. I could have just withheld that information but chose to be honest. There's no evidence I've seen that my machine was infested... No bugs crawling out, etc.

The manager of this particular Genius Bar decided it was a biohazard and wrote it up and now no Apple store will touch it. Thousands of people bring their equipment to Genius Bars every day and they may or may not have knowledge that their equipment may have been exposed to this spreading scourge of bed bugs. They get serviced. Because of my honesty, I'm basically screwed. I'm trying to work with Apple Care at a supervisory level and resolve this. Because, frankly, I believe that this is discriminatory. Wondering if anyone has similar experience OR if you brought in your laptop and evidence of his kind if contamination was found.
 

Oridus

macrumors 65816
Oct 8, 2012
1,031
915
I've never experienced this with an apple store, but I have refused to work with people's phones that they tell me they've dropped it in a toilet or they pull it out of their bra right in front of me (even worse on hot days).

Bed bug thing seems a little let biohazardy than human excrement and sweats so *shrug*
 

maflynn

Moderator
Staff member
May 3, 2009
65,063
30,991
Boston
While its on your "record" I'd go to a different apple store.

Also while I'm not condoning lying or dishonesty I tend not to over-share information as it tends to bite me in the rear. While its too late for you not to over-share keep that in mind in the future. :)
 

gngan

macrumors 68000
Jan 1, 2009
1,828
70
MacWorld
While its on your "record" I'd go to a different apple store.

Also while I'm not condoning lying or dishonesty I tend not to over-share information as it tends to bite me in the rear. While its too late for you not to over-share keep that in mind in the future. :)
I don't think going to different apple store would work because the staff would put his MB in 'black list'.

OP: I remember reading here with the same issue. I think he was a smoker and the Genius opened it and saw nicotine/tar/ashes inside and refuse to work on it.
 

sofianito

macrumors 65816
Jan 14, 2011
1,207
2
Spain
Sorry, I don't mean to be rude, but being honest has nothing to do with giving free information when no one asked you.

I'd recommend you to fill a complain against the manager for making it up. I hope you didn't sign any document agreeing your notebook have been exposed to bed bugs.
 

Gav2k

macrumors G3
Jul 24, 2009
9,217
1,585
Apple will refuse to work on machines that have been in a smoky environment and from personal experience opening a machine up that's been used by a heavy smoker is awful!!

Bedbugs are a huge issue and easily spread so I don't blame them for refusing.
 

maflynn

Moderator
Staff member
May 3, 2009
65,063
30,991
Boston
I don't think going to different apple store would work because the staff would put his MB in 'black list'.

OP: I remember reading here with the same issue. I think he was a smoker and the Genius opened it and saw nicotine/tar/ashes inside and refuse to work on it.
I think it might, while his profile has been updated he may get a more empathetic genius. Just state his case. It can't hurt. I agree that his laptop has been flagged at this point though
 

vash420

macrumors member
Aug 30, 2010
86
0
I've had a couple of decent geniuses, but I've had one in particular who has completely changed how I interact with all others. Now I'd treat them like policemen, be polite but firm and don't over-share. Again, many of them are awesome and will cut you some slack (especially if you're nice and polite to them) but there's many that personify the term 'jobsworth'.

Had an entertaining conversation with one who tried to lecture me about panel variance in LED/LCD displays when swapping a yellow iPhone 4. As I worked with medical imaging equipment at the time, my response was long and detailed, and I got my second replacement phone. :D
 

takeshi74

macrumors 601
Feb 9, 2011
4,972
68
Because, frankly, I believe that this is discriminatory.
It's not. Bedbugs are a serious health issue and you should know that if your laptop was in an environment with them. Be careful with the TMI which is the actual issue at hand. Your best bet at this point is to go up the chain and try to clear up the misunderstanding.

Because of my honesty, I'm basically screwed.
There's an important difference between honest and offering up too much information. This falls into the latter. No reason to mention bedbugs unless you know or suspect that the laptop is infested.

I've had a couple of decent geniuses, but I've had one in particular who has completely changed how I interact with all others. Now I'd treat them like policemen, be polite but firm and don't over-share.
Bingo. Don't say stuff like "The light could have been red" to an officer. Learned that one that hard way.
 
Last edited:

Shrink

macrumors G3
Feb 26, 2011
8,931
1,598
New England, USA
Just a quick point, and an acknowledgement in advance that I know I'm being a fussbudget and a nit picker (OK, that was bad!:eek:)...

There is a concept called "the lie of omission."

Weighing the lie of omission vs TMI is, of course, the reader's judgement.:)
 

bkribbs

macrumors 65816
Jan 15, 2012
1,178
0
While its on your "record" I'd go to a different apple store.

Also while I'm not condoning lying or dishonesty I tend not to over-share information as it tends to bite me in the rear. While its too late for you not to over-share keep that in mind in the future. :)
This is a case where you shouldn't lie, but no reason to bring it up either.
 

taedouni

macrumors 65816
Jun 7, 2011
1,105
25
California
You can't blame them for refusing to service your Macbook. Unless they specifically ask you, just leave that info out. If I am not mistaken, there is no reason for bed bugs to go inside a Macbook Pro. Now roaches do go inside Macbook Pro because they are attracted to dark places that are warm.
 

RedRaven571

macrumors 65816
Mar 13, 2009
1,061
62
Pennsylvania
Can't you take care of any possible infestation by playing some graphically intense game and driving up the internal temp? I'm pretty sure most insects aren't designed to survive in the heat generated inside aMBP under full load.
 

Chuck-Norris

macrumors 6502a
Sep 17, 2012
849
0
I have a MacBook with 20 days to go on my first year warranty. I wanted to purchase a 2-year Protection Plan and brought it into a store in NY to have a diagnostic and make sure all is in working order. It's been fine; however it was recently in an environment which was exposed to bed bugs. I could have just withheld that information but chose to be honest. There's no evidence I've seen that my machine was infested... No bugs crawling out, etc.

The manager of this particular Genius Bar decided it was a biohazard and wrote it up and now no Apple store will touch it. Thousands of people bring their equipment to Genius Bars every day and they may or may not have knowledge that their equipment may have been exposed to this spreading scourge of bed bugs. They get serviced. Because of my honesty, I'm basically screwed. I'm trying to work with Apple Care at a supervisory level and resolve this. Because, frankly, I believe that this is discriminatory. Wondering if anyone has similar experience OR if you brought in your laptop and evidence of his kind if contamination was found.
you should prob get an exterminator to resolve your bed bug issue.....ew
 

Motek117

macrumors newbie
Original poster
Jun 18, 2013
3
0
Thanks for your input everyone....

Well, all's well that ends well. I decided to go to another store - and let them know that - yes, I provided TMI to the manager yesterday and that's why she completely distorted my remarks in her report. I disputed her remarks and this GENIUS manager knew about good customer service and was savvy enough to take my laptop and have his lead specialist check it out. It's clean, not contaminated, and I was all set to go to extend my warranty. So, maflynn, you were right on. The manager of the other Genius Bar completely overreacted and deemed my machine "contaminated" which, in fact, was not because it had not been checked. I got a clue from the supervisor I talked to at Apple Care that he was puzzled as well but could do nothing to remove her remarks from my record. Only she could and she never returned my call.

So, in the end, new remarks were entered into the record that my MacBook was clean, not contaminated, and hardware was AOK. I am SO glad it was resolved.
Thanks for your input everyone!
 

Motek117

macrumors newbie
Original poster
Jun 18, 2013
3
0
Great advice, thanks!

While its on your "record" I'd go to a different apple store.

Also while I'm not condoning lying or dishonesty I tend not to over-share information as it tends to bite me in the rear. While its too late for you not to over-share keep that in mind in the future. :)
Yes, that's what happened.
 

Krazy Bill

macrumors 68030
Dec 21, 2011
2,985
3
Because of my honesty, I'm basically screwed.
I don't understand. What was the point of sharing this information only to be surprised they listened to it? :confused:

Seriously. Exactly what were they supposed to do with this knowledge other than to decline service?
 

glasgood

macrumors member
Dec 18, 2012
46
0
in an environment which was exposed to bed bugs
If you can, get the laptop fumigated. It will then no longer be a biohazard. Speak to the Kool-aid kid in the Apple store and see if it would be acceptable. They might agree if you show proof. Good luck.
 

swingerofbirch

macrumors 68040
With how hot MacBook Pros get, I find it hard to believe bed bugs would go in one, and if they did, I doubt they would survive. In short, I doubt there are any in your computer.

One of the best ways to get rid of bed bugs is to heat an environment to 120-130 F. My MacBook Pro is regularly above 200 F internally. They seek out cool areas.

If it were me, I would just buy AppleCare online (Apple, Amazon, eBay, whichever is cheapest), register it, and don't even deal with this again.

You went there when the computer had no problem and you're just going to keep running up against a wall. Better to go under the radar, drop your case with customer service.

And if you ever need a repair, just set it up over the phone to mail it in. I highly doubt they'll look back at any old notes.

And if you want to check inside the computer, it's not hard to take the bottom case off.

----------

If you can, get the laptop fumigated. It will then no longer be a biohazard. Speak to the Kool-aid kid in the Apple store and see if it would be acceptable. They might agree if you show proof. Good luck.
One of the ways of "fumigating" bed bugs is just to heat a room to 120-130 F. MacBook Pros are already there. No need to introduce chemicals.

Edit: Oops, didn't see your situation was resolved before posting.