Insulted by "Genius" at Apple Store

[F123D]

I guess it is very "Store Dependent". My Apple Store (Carlsbad, CA.) replaced my iP4 with a brand new, sealed retail boxed iP4 and I didn't have my box or any of the other peripherals that came with it...they told me not to worry, just keep the old ones, we want you to be happy...in fact, the store manager (Shaun) called me the next day to make sure my new iP4 was working properly and that i was satisfied with their customer service...obviously, I was...

Looks like I'll give this store a visit. I experienced the complete opposite in Fashion Valley apple. Probably cause they're the most busiest store in the county..

 

[Domino8282]

Just FYI if you complain on the website for the store (I forget the URL, but it was easy enough to find... needs to be that specific Apple Store's site), you may get a phone call from the store manager with an offer for some kind of compensation.

I once had a bad experience with a "Genius" who was rude to me, complained about it on the website, and got a phone call from the manager the same day offering me 50% off on a video card upgrade I was buying for my Mac Pro (saved me over $100). Not guaranteeing it'll work in your case since there's a lot of drama right now due to the iPhone, but it's worth a shot.

 

[Ronnoco]

Looks like I'll give this store a visit. I experienced the complete opposite in Fashion Valley apple. Probably cause they're the most busiest store in the county..

I find these guys to be great to work with ...the manager I dealt with (Shaun) was so very helpful and polite...it was just a very pleasant experience...

 

[nooaah]

Don't buy a first generation device if you're not prepared for some hick-ups along the way...

First generation? Get out of here.

 

[S1njin]

I just visited my Apple store for the same reason. The fella was awfully nice. He re-imaged the phone w/ the default iOS4 firmware, and I demonstrated the crappy 3G data via speedtest. He swapped my phone on the spot, no questions asked, and was very nice about it.

I went from a week 23 phone to a week 26 phone. The issue improved for me (though can't say if its the phone or a good day on the network).

Regardless, I had a great experience at my Apple store.

 

[macfan881]

Relax. Go buy a case until they fix it. They are not made of magic and can instantly fix our phones.

+1

I agree it starts at the top, Apple pompously claims to do everything better and this is a result of this ridiculous way of thinking. Apple has become a bunch of condescending douches from the CEO all the way to these so called geniuses.

I'm Sorry have you seen Androids or HTC commercials recently ?

 

[UCF-ENG]

There may actually be something substantial in this thread. OP, were you able to duplicate the signal problem with the display units? If you could NOT, that would be significant evidence of a manufacturing flaw as opposed to a design flaw...

 

[Arisian]

Like someone else said, they get paid crap and if you come in with an attitude, they are going to have an attitude back. They deal with idiots all day long and most customers are just complete a holes.

Think about the position they have been put in? To keep their job, hey have to tow a line that says "There is nothing wrong with the iPhone" while I guarantee they have seen enough of this issue to know that statement is NOT true. Really must suck for them to be in that position.

Being a douche is no way to get what you want. Being nice is, however.

Nonetheless, I sympathize with your situation and tricking a customer is more than likely not in the handbook.

Hope you get it all sorted,
Brian



http://www.zendesk.com/blog/seven-tips-for-getting-great-customer-service
http://www.moneytalksnews.com/2010/05/24/6-tips-to-get-what-you-want-from-customer-service/

 

[BlondeBuddhist]

Don't buy a first generation device if you're not prepared for some hick-ups along the way...

This is a 4th generation device.

 

[BlondeBuddhist]

Looks like I'll give this store a visit. I experienced the complete opposite in Fashion Valley apple. Probably cause they're the most busiest store in the county..

Is most busiest like more stupider

busting you balls.

 

[F123D]

Is most busiest like more stupider

Yes

 

[JeffreyDJ]

This is a 4th generation device.

Technically true, but it is the first model of a redesign. The entire phone and large portions of the OS are new.

 

[BlondeBuddhist]

Technically true, but it is the first model of a redesign. The entire phone and large portions of the OS are new.

I disagree. The phone is just like any other upgrade of an existing product. Faster, sleeker, brighter. The "first shipment" excuse doesn't fly with me with a product as mass produced as this. The testing and already known knowledge of this product should have shown the issues or non issues or whatever you want to call them.

The OS is even less "new". It's literally tweaks of an already existing entity. At least the device has unincorporated pieces this model to somewhat validate your position. But overall this cannot be passed as a new product. Not even close.

 

[JeffreyDJ]

I disagree. The phone is just like any other upgrade of an existing product. Faster, sleeker, brighter. The "first shipment" excuse doesn't fly with me with a product as mass produced as this. The testing and already known knowledge of this product should have shown the issues or non issues or whatever you want to call them.

The OS is even less "new". It's literally tweaks of an already existing entity. At least the device has unincorporated pieces this model to somewhat validate your position. But overall this cannot be passed as a new product. Not even close.

I don't disagree with that at all. There wasn't really a reason to quote me, because your post didn't really address your original message or mine. I'm simply pointing out that it technically is a 4th generation device that:

1.) Has a new processor
2.) Different memory
3.) Different radio(s)
4.) Different Screen
5.) Different MB design
6.) Different Battery
7.) Different Case
8.) Different Antenna Design

It is basically a new phone, using a new version of the OS. It is true, the OS is more a refinement than anything, though.

Like in a car, when a model changes there are *sometimes* issues with the new design when it's substantially different. However, I do agree it shouldn't be an excuse for any issue encountered. It's simply an explanation.

 

[GfPQqmcRKUvP]

Just the fact that they are called geniuses us insulting enough. What are we the customers?

You're still here? Isn't there some anti-Apple article that just came out in some random blog you want to draw our attention to?

 

[wirelessmacuser]

This is the beginning of Apples downfall. Either jobs needs to be fired or he will bring Apple down with him.


It was fun while it lasted.

I agree it starts at the top, Apple pompously claims to do everything better and this is a result of this ridiculous way of thinking. Apple has become a bunch of condescending douches from the CEO all the way to these so called geniuses.

I agree.

The cunning way they market products will continue to bolster the bottom line for some time to come. I'm constantly amazed at how the public sucks up to Apple. In addition, the cult like following Apple has will continue to sustain them for a period of time. How long is anyones guess. I didn't think it would last this long. I truly enjoyed Apple until they started pulling the stunts of recent times. The war with Google, the war with Adobe, the blatant arrogance ... It's all a bit much. It's too soon to determine what the effect of the current iPhone 4 debacle will be.

Yes indeed, it was good while it lasted.

 

[Warbrain]

I'm loving all the idiots saying this is the downfall of Apple. Jesus, i haven't laughed like this in a while.

I can't wait for you all to shut the **** up in two weeks when the update comes out and you don't have the issue anymore because the signal is represented better.

And the guy who quoted Big Bang Theory at the start - awesome job quoting one of the worst shows on TV.

 

[JeffreyDJ]

I'm loving all the idiots saying this is the downfall of Apple. Jesus, i haven't laughed like this in a while.

I can't wait for you all to shut the **** up in two weeks when the update comes out and you don't have the issue anymore because the signal is represented better.

And the guy who quoted Big Bang Theory at the start - awesome job quoting one of the worst shows on TV.

Agreed. The iPhone 4 has not been a failure, but it does seem to have some issues. They'll need to fix them obviously and a little contrition would be nice on Apple's part. But, there is no way this is the downfall of Apple. The rhetoric is pretty amusing

 

[tlp123]

I don't understand what you where expecting the "Genius" to do. You already stated the obvious, "All of the iPhone 4's at that location exhibited the same issue". That being said, doing a new phone exchange would have been futile.

You have two options:
1. Try the bumper or a case (Probably could have done it free at the Store)
2. Return the phone

So I suggest you go the following, go back to the store with you phone, box and receipt. Try the bumper, if it fails return the phone.

What's the big deal?

FYI: My iPhone 4 is fine.

 

[hefeglass]

I live in ral nc and wish I was there to see this.
It would have been difficult holding in my laughter watching you lose it over something like this reception issue.

What exactly did you expect him to do for you? You went in there to complain about a minor issue which he is unable to fix in the store.
Just return it and stop whining about it.

Myself and a million others out there seem to be perfectly happy with their new iPhones...somehow I doubt this is "the beginning of the end" for apple.

 

[317342]

To the OP--if you had the box and accessories with you, you should've just returned the phone right then and there. Still not too late, returns seem to be the only thing retail scum understand.

 

[sniffies]

So, I just got back from the Apple store in Crabtree Valley Mall, Raleigh, NC, where I demonstrated the Internet connectivity issues I was having to a tall, bald/shaved douchebag at the "genius" bar.

I showed him using Speedtest.net, that I got ~1.0 Mbps D/L and U/L if I held the phone by the glass, and if I held the phone normally, it dropped to 0.0, or even failed to find a server. This was right there in the store. Even Safari would fail to load a webpage if I was holding the phone, but worked fine if I held it by the glass or wrapped my phone inside a plastic bag from the Disney store.

He mentioned the official press release from Apple, so I asked him how that was in any way related to my issue!? I could care less how many bars were being displayed or how tall they were. My complaint was not being able to use the Internet when holding the phone normally.

So, the guy made some BS claim that it could be a software issue, and maybe resetting the phone to the factory defaults would help. So I called his bluff and waited 15 minutes while he reset the phone.

He handed me back my phone, and we both watched as I opened up Safari again to load a web page. Wow, it loaded instantly. But wait, this is strange... Why would a factory-reset iPhone have joined the "Apple Store" WiFi access point. The idiot actually configured my phone to join the store's wifi network before bringing it back to me in hopes that I wouldn't notice.

So I brought up settings and turned off wifi, tried again, and sure enough, nothing had actually changed. When holding the phone naturally, I had no Internet and sometime no GSM signal either. I thanked the prick for wasting my time resetting the phone, not to mention the hour it's going to take to restore the phone when I get home. Needless to say, I had a few other words for him for trying to trick me with a wifi Internet connection, which he admitted to doing.

This is a sad day for Apple. I use a MacBook Pro at work, after begging my department to purchase them. I have bought 2 previous iPhones, and I would have kept this one if the guy had given me a piece of plastic which costs Apple at most one dollar to manufacture. Instead, I'll be heading back to the store for a full refund. Just a year ago, Apple replaced my time capsule ($499) with an updated replacement for free, outside of warranty. Now they won't even acknowledge that there is a problem if you stand there in the store and show it to them.

Wait, I don't get it. How were you insulted? Yeah, he did trick you, but how did he insult you?

 

[robotkiller]

So, I just got back from the Apple store in Crabtree Valley Mall, Raleigh, NC, where I demonstrated the Internet connectivity issues I was having to a tall, bald/shaved douchebag at the "genius" bar.

I showed him using Speedtest.net, that I got ~1.0 Mbps D/L and U/L if I held the phone by the glass, and if I held the phone normally, it dropped to 0.0, or even failed to find a server. This was right there in the store. Even Safari would fail to load a webpage if I was holding the phone, but worked fine if I held it by the glass or wrapped my phone inside a plastic bag from the Disney store.

He mentioned the official press release from Apple, so I asked him how that was in any way related to my issue!? I could care less how many bars were being displayed or how tall they were. My complaint was not being able to use the Internet when holding the phone normally.

So, the guy made some BS claim that it could be a software issue, and maybe resetting the phone to the factory defaults would help. So I called his bluff and waited 15 minutes while he reset the phone.

He handed me back my phone, and we both watched as I opened up Safari again to load a web page. Wow, it loaded instantly. But wait, this is strange... Why would a factory-reset iPhone have joined the "Apple Store" WiFi access point. The idiot actually configured my phone to join the store's wifi network before bringing it back to me in hopes that I wouldn't notice.

So I brought up settings and turned off wifi, tried again, and sure enough, nothing had actually changed. When holding the phone naturally, I had no Internet and sometime no GSM signal either. I thanked the prick for wasting my time resetting the phone, not to mention the hour it's going to take to restore the phone when I get home. Needless to say, I had a few other words for him for trying to trick me with a wifi Internet connection, which he admitted to doing.

This is a sad day for Apple. I use a MacBook Pro at work, after begging my department to purchase them. I have bought 2 previous iPhones, and I would have kept this one if the guy had given me a piece of plastic which costs Apple at most one dollar to manufacture. Instead, I'll be heading back to the store for a full refund. Just a year ago, Apple replaced my time capsule ($499) with an updated replacement for free, outside of warranty. Now they won't even acknowledge that there is a problem if you stand there in the store and show it to them.

From the sound of this bitchfest, you probably acted like an entitled jerk. You aren't happy with your phone and you will get your refund. How is this a problem? Because Apple won't give you free stuff? Nice. How old are you, anyway? You know that Apple has directly instructed these guys not to give away bumpers, for better or worse. What makes you so special?

By the way - I can hold my phone naturally and get excellent performance - superior to a 3GS that's held in the other (R) hand. In an area with very marginal coverage. Sounds like you've got a lemon.

This "problem" has been completely overblown and driven to a fever pitch by OCD types and Fandroids with too much time on their hands. The iPhone is not the Jesus phone. It's imperfect, as is every phone on the market, in one way or another. Deal with it or move on.

I think it would be best to close the gadget blogs, breath some fresh air, eat a great meal and perhaps get laid while you're at it. Perspective is a healthy thing.

 

[chequepoint]

No offense to the ex genius, but if you're standing under a sign that says "Genius Bar" with a nametag and shirt that denotes your official title as "Genius", then I can only assume that you hold at least PhD level knowledge in your respective field, which should be some kind of Computer Science, Electrical Engineering, or related degree, and ideally are a member of MENSA.. So that's how I'm going to treat you.

If you want to be treated with sympathy and understanding for your limited abilities, your T-Shirt should say something like "Front Line Customer Service Representative", "I make $10 an hour and barely graduated high school", or perhaps even "Hired because I look like a hipster".

Personally, I think the apple store would have a lot less angry customers if their shirt's said "This corporation does not empower its customer service representatives to make any real decisions, we are forced to tow the company line at all costs. Thank you for your understanding"

 

[317342]

No offense to the ex genius, but if you're standing under a sign that says "Genius Bar" with a nametag and shirt that denotes your official title as "Genius", then I can only assume that you hold at least PhD level knowledge in your respective field, which should be some kind of Computer Science, Electrical Engineering, or related degree, and ideally are a member of MENSA.. So that's how I'm going to treat you.

If you want to be treated with sympathy and understanding for your limited abilities, your T-Shirt should say something like "Front Line Customer Service Representative", "I make $10 an hour and barely graduated high school", or perhaps even "Hired because I look like a hipster".

Personally, I think the apple store would have a lot less angry customers if their shirt's said "This corporation does not empower its customer service representatives to make any real decisions, we are forced to tow the company line at all costs. Thank you for your understanding"

Agreed 100%