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Rude Genius @ Apple Store Pasadena, CA

squaremon

squaremon

macrumors regular
Original poster
Jan 18, 2008
165
0
I paid an visit to the genius bar @ apple store pasadena today to get my mb air Hard drive check because it was making a loud clicking noise. The genius that helped me :)mad: wasn't helpful at all) name Lawrence asked me what's the problem. So i told him that my mb air is making random loud clicking noise. He replies that all hard drive have clicking sound, there's nothing wrong with it. Then i told him its a random issue, but the click sound is really loud, you can heard it even with music on. He then replies" So what you want me to do!?" I was shocked. I never experience this kinda attitude in apple store. I then told him that "i donno whether the loud click sound is normal or not so i'm came here to get a check." The genius again shocked me with this reply"theres not much i can do since its random, so you want to replace? get it repair or what?"
 
Maybe it could have been the tone he used... by reading your post the questions he asked to me seem to be normal... I am also in the IT field and i often get calls of someone expressing an issue that they have.... my first response is "what would you like me to do".
I ask this question because i want to give them an option of if they would like to have help over the phone, on site support or if they would like to have the product sent away for repairs....(different rates for level of service).
I think possibly that is what the gentlemen was searching for, but again i guess it could have been the tone that he was using...

And for him saying "there is not much i can do since its random"... this is also true... your computer would have to sit and be used in order to "create" the problem to happen and in a case like this i think that it wold be best to send away to have a better more experienced (this problem is probably happening to a lot of people sending it into apple repair) look at your laptop...
 
Wirelessly posted (Mozilla/5.0 (Macintosh; U; Intel Mac OS X; en-us) AppleWebKit/523.15.1 (KHTML, like Gecko) Version/3.0.4 Safari/523.15)

Yeah, that "Genuis" must be a bad Apple, because when I brought my iMac in (I thought it had problems, but it turns out I was just paranoid) the genuis straight away asked me if it's ok that he run some tests. I said sure, and he happily did all of these comprehensive tests without any attitude, and later told me that the machine was fine and I had nothing to worry about.
 
First i thought he might had a tough day and he might wanna get of work soon or maybe i said something wrong so his tone was rude. But later on i notice that wasn't the case. my girlfriend was with me whole time and she said he was really rude and she was surprise. I just walked away cuz i was about to explode and couldnt think clear what to say to him that time. My gf then asked another sales person about what his name was and told me I should report this to the store manager.

Zwhaler said:
Wirelessly posted (Mozilla/5.0 (Macintosh; U; Intel Mac OS X; en-us) AppleWebKit/523.15.1 (KHTML, like Gecko) Version/3.0.4 Safari/523.15)

Yeah, that "Genuis" must be a bad Apple, because when I brought my iMac in (I thought it had problems, but it turns out I was just paranoid) the genuis straight away asked me if it's ok that he run some tests. I said sure, and he happily did all of these comprehensive tests without any attitude, and later told me that the machine was fine and I had nothing to worry about.
Click to expand...

He didn't even ask "if I can take a look at you computer or can I checked your computer" I asked "Is it ok that you can take a look at it?"
 
i have have some good experiences at the apple store, but i've also had some bad times too. i can't stand when the retail workers act all high and mighty. i think to myself, they work retail, and just let it go. but it still irks me that they can be so rude when they're suppose to be there helping me.
 
joekix said:
i have have some good experiences at the apple store, but i've also had some bad times too. i can't stand when the retail workers act all high and mighty. i think to myself, they work retail, and just let it go. but it still irks me that they can be so rude when they're suppose to be there helping me.
Click to expand...

At the pay they get to talk to irate customers all day, it isn't surprising more of them go nuts.
 
joekix said:
i have have some good experiences at the apple store, but i've also had some bad times too. i can't stand when the retail workers act all high and mighty. i think to myself, they work retail, and just let it go. but it still irks me that they can be so rude when they're suppose to be there helping me.
Click to expand...

what kills me is when they make blatantly incorrect statements about hardware/functionality/etc... it drives me nuts. and trying to correct them is useless - they give you this look like 'how would you know?!?'.
 
Sun Baked said:
At the pay they get to talk to irate customers all day, it isn't surprising more of them go nuts.
Click to expand...

When I worked in retail the lack of pay I got would make me more likely to go out of my way helping (nice) people. I didn't care for the company I was working for, and it was only a job to get me some money before uni so I had no worries about being fired (not that it would ever have happened anyway). If you were nice to me, I would give you more than the company may think you deserve without hesitating. If you were rude or obnoxious, I would make it very difficult for you to get what you wanted.

Be very nice to these people, and they will do the same.
 
SpookTheHamster said:
When I worked in retail the lack of pay I got would make me more likely to go out of my way helping (nice) people. I didn't care for the company I was working for, and it was only a job to get me some money before uni so I had no worries about being fired (not that it would ever have happened anyway). If you were nice to me, I would give you more than the company may think you deserve without hesitating. If you were rude or obnoxious, I would make it very difficult for you to get what you wanted.

Be very nice to these people, and they will do the same.
Click to expand...

Yeah, I hate it when people treat workers like scum. If I'm at, say, McDonald's I try to make everything as easy as I possibly can on the workers there. I've seen people (stupid snobby *******s) that just rip into them, yelling for some poor soul to go fetch a salt packet. It's disgusting.
 
I feel bad for the geniuses. Having to work with angry people that know little about computers must be hard.

One time I was there and this kid and his mom were complaining that the iPod didn't work. The genius looks at it and there is a huge dent on the back side of it and tells them it appears to be damaged. The lady was literally yelling at the guy for 20 minutes. Some guy in the theater part of the store learning to use Safari got pissed that he couldn't hear because she was yelling and started yelling at her. She started yelling at him that she couldn't hear the genius.

It turned into a really big fight. Eventually the genius was just like fine we'll replace it.
 
squaremon said:
I paid an visit to the genius bar @ apple store pasadena today to get my mb air Hard drive check because it was making a loud clicking noise. The genius that helped me :)mad: wasn't helpful at all) name Lawrence asked me what's the problem. So i told him that my mb air is making random loud clicking noise. He replies that all hard drive have clicking sound, there's nothing wrong with it. Then i told him its a random issue, but the click sound is really loud, you can heard it even with music on. He then replies" So what you want me to do!?" I was shocked. I never experience this kinda attitude in apple store. I then told him that "i donno whether the loud click sound is normal or not so i'm came here to get a check." The genius again shocked me with this reply"theres not much i can do since its random, so you want to replace? get it repair or what?"
Click to expand...
What's wrong with you? That's not rude, that's perfectly normal.
 
If you want the best techies out there, take it to Best Buy. The Geek Squad is the best out there. They never lose laptops. Never. :eek::D
 
everyone has an off day and some people are always off speed.

You should still be on warranty; so call apple support.

You might post in the MBA forum about the clicking sound and see if you are alone with the problem,
 
That genius sounded rude to me. You should take it up with the manager. If the genius is really good, the manager can just correct his attitude towards customers.
 
iAthena said:
That genius sounded rude to me. You should take it up with the manager. If the genius is really good, the manager can just correct his attitude towards customers.
Click to expand...
What is it with you people? He didn't do anything wrong. The OP is the rude one around here. Could have at least left out the genius' name.
 
If this was my mac and had the intermittent or random noise I will try to record it with a video camera, most photo cameras now can record videos, so I go to the genius bar with the evidence of the problem.

Also try to replicate the operating conditions when I hear the noise.

Anyway, customer service people must be kind, and cope with the customer even the customer isn't right and provide the necessary facts to let the customer know that everything is fine when it is, and efficiently solve the problems when they exist.

It's really frustrating when a company knows about a problem and many customer generate claims and because they don't have a solution for the problem yet, they tell their customers that it is a "normal operating condition". :mad:
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Shotglass said:
What is it with you people? He didn't do anything wrong. The OP is the rude one around here. Could have at least left out the genius' name.
Click to expand...

..........Not all the genius there are rude...Im surprised that i encounter one and his name is Mr. Lawrence.
 
squaremon said:
I'm sure if you were there you'll felt the same way as I did
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Even if I did, it doesn't take much to put yourself in his position. Maybe he did have an off day, but still, you could be a little more understanding.
 
The genius sounds rude to me but there's really nothing much you can do. Report Lawrence to his manager and move on to the next genius.

Shotglass said:
Even if I did, it doesn't take much to put yourself in his position. Maybe he did have an off day, but still, you could be a little more understanding.
Click to expand...

The genius is the one paid to be understanding not the customer. The OP reported his problem, the genius should have tried assisting him instead of shrugging him off. What else was the OP supposed to do? Should he have went home and visited the store another day when the genius was feeling better? Should he have yelled and demanded a replacement machine? I think the OP's request for him to look at the MBA and come up with a satisfactory solution was simple enough. It is his job, after all.
 
ErikCLDR said:
I feel bad for the geniuses. Having to work with angry people that know little about computers must be hard.

One time I was there and this kid and his mom were complaining that the iPod didn't work. The genius looks at it and there is a huge dent on the back side of it and tells them it appears to be damaged. The lady was literally yelling at the guy for 20 minutes. Some guy in the theater part of the store learning to use Safari got pissed that he couldn't hear because she was yelling and started yelling at her. She started yelling at him that she couldn't hear the genius.

It turned into a really big fight. Eventually the genius was just like fine we'll replace it.
Click to expand...

In this case I'll feel sorry for the genius too cuz the lady is yelling @ him for 20mins. But i didnt yell at him or had a rude tone towards him. I understand a lots of people spread their anger towards the technical advisor or customer service because they are not satisfy with the product, but those people that work there got nothing to do with those defected items. Those people are there to help. But the person who was suppose to help wasn't helpful at all. additionally his attitude was rude. I was surprise cuz I donno what was going on.
 
If the OP talks the way he types, then the Genius probably could not understand what was being said to him.

Cry me a river :apple:
 
The shifting mentality of people these days is starting to get on my nerves, and could be what was irritating the Apple genius. People see the Apple logo on a computer and immediately want it so they can show it off, without really thinking. People have become caught up in the Apple craze and its what's turning them into the type of people who would yell at an innocent employee for their own problems.

EDIT: Just to be clear, I'm not saying the OP was yelling at the genius, I'm talking about the post saying that there was a lady yelling at the genius and then the other guy started yelling at the lady. Don't want to offend anyone.
 
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