Macbook Pro 2010 Genius Bar experience

[DeaconGraves]

As I've said in another thread, I went to an Apple store with every intention of switching to MBP and am now actively rethinking this decision based solely on my interactions with the salespeople there. I've heard similar stories elsewhere.

I find this phenomenon to be really curious, because a poor sales-force is worse than no sales-force at all.

You've heard similar stories elsewhere. Let me guess: the internet?

You are more likely to hear negative review on forums like this one than positive ones. Mainly because people aren't going to spend the time to write about good experiences.

But Apple consistently receives high marks for customer service. I don't see how they could continue to get those awards if everyone had poor service.

There are certainly bad apples (no pun intended) out there. But that doesn't mean its a "phenomenon."

 

[DougFNJ]

For what it is worth, you get your good and bad with any company you deal with. When I pay good hard earned money for a product, and part of what I bought is service, if I am given a hard time and dismissive attitude, I go up the chain of command. I make clear that I am writing down their names and WILL be writing the corporate office regarding my bad experience. I give credit to Apple in the area of service, in my experience, I believe they do care about that area of their business. I don't receive nearly the amount of "how'd we do" follow up from anyone else as I get from Apple.

 

[johnnj]

Yeah, I agree with the last two posts.

I've had some aggravation in the local Apple Store, mostly due to the chaotic nature of the place. I've had a couple of interactions at the service counter and both went ok. Both were the result of already getting phone support tickets which were escalated to the local store for replacement. Maybe that helps.

I've also become smarter about navigating the place and being more aggressive in finding sales help. It also helps to either come in early or late, when the store is less busy. The last time I bought something it was my new laptop and the transaction couldn't have gone smoother, including getting my EPP discount.

I've been a dedicated BMW customer for some time and I'm now on my 3rd dealership. First one my guy left and with moving made it inconvenient unless that guy was there to take extra good care of me. Second was local to my current location, but the sales guy there was not great and neither was the service dept. When it was time for a new one, we got a new guy, but he wasn't what we (my wife and I get new ones in pairs) wanted.

Then went to a 3rd place, still local but a little further, and now we're on our 3rd car from there. Service is better, but the last advisor was a dick. Complained to the service director and some things were corrected and I'm exempt from dealing with that guy. My point with this is that escalating to supervisors can both help you get what you want and provide some catharsis when you feel you've been wronged. The other point is that you don't have to dump a brand because you get some poor service at one of its outlets.

It can also help to be prepared as much as possible before actually setting foot into the place, ie getting as far as you can go with phone support before going there and writing detailed descriptions of the problems so you don't leave something out or misspeak.

 

[phas3]

Uh... nice rant but you're forgetting one fact. The other side of the story ain't here.

For you to make a determination that the firing of an employee is "cut and dried" based solely on the information presented on a usenet board makes you just as much a dumb-ass "boss" as the manager you're so hell-bent on getting rid of.

I'd hate to work for you.

no of course not, but what I'm saying is bad customer service over all is just bad business. Of course someone could have **** in employee's coffee earlier that morning. Stuff like that happens all the time, but like I said disciplined or talked to, firing the person with be extreme but for the sake of arguments lets say he's just really bad at customer service...would you fire him then?

If he was having just a bad day cool, but grow some skin don't take it out on customers or other employees.

 

[CorvetteZR1]

Well how would you feel if you had a problem with your laptop, had proof of it, then got told in your face you were crazy.

To each clique to their own.

Both the genius and the manager should be FIRED. With a doubt. The customer is your bread and butter and you respect them always. They should be fired. You should call Apple customer service and report both of them by name. No doubt, apple's customer service will help you out and make sure neither one of those guys ever work for apple again.

 

[Al Coholic]

lets say he's just really bad at customer service...would you fire him then?

Are you referring to a senior employee (manager) who I presume worked his way up by doing many things right? And... in a business that thrives on customer service?

Yeah, right. This manager totally forgot all this and went all evil on the OP *exactly* as described with no embellishments.

Sorry. Ain't buyin' it.

 

[haruhiko]

I had very bad experience from Apple too. But it's from their Hong Kong online store support staff. Their junior staff wanted to help, but obviously stopped by their supervisors. My problem was my 2010 MBP had some problems after 14 days from purchase, some 15-20 days as I remember. They refused to replace mine without any consideration and kept insisting on their sales policy in a cold and unhelpful tone.

Of course, I know their policy, but Macrumors.com members always tell me that Apple will replace for whatever ridiculous problems outside the 14 days return window. Maybe I should expect less from them from now on.

 

[Al Coholic]

Of course, I know their policy, but Macrumors.com members always tell me that Apple will replace for whatever ridiculous problems outside the 14 days return window.

I guess they were wrong. Why aren't you mad at them?

Maybe I should expect less from them from now on.

Maybe you should just expect what's spelled out for you up front and nothing more?

 

[Macsavvytech]

Well how would you feel if you had a problem with your laptop, had proof of it, then got told in your face you were crazy.

To each clique to their own.

Ring up Apple, they have a hotline which love to hear of experiences like this. Also get to someone on the phone afterward and if they advice it to take it to the store refer to your earlier complaint/number.

 

[Macsavvytech]

And seriously people grow up, seems the OP has had a hard time and just wants some acknowledgment, stop being so hostile.

 

[randomrazr]

From experience, complaining/consoling each other in the genius room is about all they get to do. And yes, you'd be surprised at how many ****** customers there are - they come for help and then act like they know everything. Frustration at the G-Bar is to be expected when a product goes wrong, and they're trained to deal with it, but some of the customers go past the line. The sense of entitlement is crazy.

Once, I carried a customer's 27" iMac to the G-Bar, so she didn't have to struggle with it. After I set it down, she huffed, "Great, you got a fingerprint on the screen" and plopped down onto a stool like she was Queen Elizabeth, immediately turning her back on me/dismissing me like I was a manservant. It was incredibly hard to bite my tongue on that one.

Even after all that, it was still always really cool to help someone fix their problem.



Agreed, this story is either incredibly, extremely rare, or there's something else going on. I've never seen both a Manager and Genius treat a customer like that (even when it was deserved). I hate to say it, but we saw people on a regular basis that were borderline certifiable.

If not, OP, I wouldn't give up so easily.

(Threads like this make me so glad I don't work for Apple anymore.)

if i go to the apple store will they replace my macbook pro?

i reported to apple on the pone of 3 issues htat occured within a couple weeks of owning my new 2011 macbook pro.

-hinge clicking
-slightly scuffed on top lid right out of the box
-dust under the screen.

apple care cant do **** cause theres no mailing option in canada.

so if i want a chance of replacement, i have to take the train, 60 bucks round trip to toronto which is the closest apple store.

will they do anything?