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Why is Apple store's Genius so ignorant?

akkkmed said:
I just read every post here, so hopefully I didn't miss something.

I don't have a Mac yet (not until the new MBP's come out), so I don't have too much AppleCare experience. Only dealing with a few iPod mini's :)

What if you tell the woman you're working with that the AppleCare/corporate phone person told you that you should be getting the new mid-range model? I know lying is not good in any situation, but this has worked for me at Best Buy before. As soon as I mentioned the 1-800 number, the customer service people give in. I'm guessing this is worth a shot with your Apple store. If not, then why not speak with a different Genius?

Keep us updated.
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What if she request for my ID, queue number or something like that when I called? I think Apple do record the conversations, no? Just my thoughts... And I will try this option as my last resort. - Thanks! :D
 
ChristWolves said:
What if she request for my ID, queue number or something like that when I called? I think Apple do record the conversations, no? Just my thoughts... And I will try this option as my last resort. - Thanks! :D
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Just say you don't know the number or whatever if she asks. Though they may record conversations, I doubt a retail Genius would have the power to just pull it up... (Correct me if I'm wrong...)

There's no reason to make this your last resort. When you go tomorrow, just say "I was on the phone last night with an Apple Care rep. After explaining my problems, the rep agreed that I should get the mid-level MBP because of _________ (the video card you mentioned, and anything else that's significant.) The rep said to come back to this store and tell you. If you can't help with this, the rep suggested I talk to a store manager."

Bam! Problem solved.
 
Well this wasn't a apple care replacement but I have in the past had customer retentions actually call an apple store to try and work a deal for me with the manager. Just something else you could try if customer retentions is more understanding to your wants.
 
akkkmed said:
Just say you don't know the number or whatever if she asks. Though they may record conversations, I doubt a retail Genius would have the power to just pull it up... (Correct me if I'm wrong...)

There's no reason to make this your last resort. When you go tomorrow, just say "I was on the phone last night with an Apple Care rep. After explaining my problems, the rep agreed that I should get the mid-level MBP because of _________ (the video card you mentioned, and anything else that's significant.) The rep said to come back to this store and tell you. If you can't help with this, the rep suggested I talk to a store manager."

Bam! Problem solved.
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I doubt they have the power to pull it up as well, so I will rehearse this situation before proceeding to the store. Hehe...

Thanks a lot for increasing my database for the conversation tomorrow! :D
 
ChristWolves said:
I doubt they have the power to pull it up as well, so I will rehearse this situation before proceeding to the store. Hehe...

Thanks a lot for increasing my database for the conversation tomorrow! :D
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You're welcome. Report back when you get the good news!
 
ChristWolves said:
I don't think I have to pay a single penny for mine because my MBP is the most expensive along the MBP lines at that time (and even now)! Prices for MBP dropped dramatically after I purchased mine.

Does that mean that you are currently owning one MBP now and waiting for the i7 to be your second MBP with your giftcard? Lucky you! I don't think I have such luck dealing with such a selfish m0ron in the UK.
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No, I currently do not have any computer. Here was the process:
2007 MBP dies (~6x) -> Apple store offers to replace with mid-range unibody -> I pay $300 to upgrade to high-end unibody -> High-end Unibody dies (2x) -> I get gift card for $2200 from Apple store

Once I hear what people think about the new high-resolution display, I intend to pick up an i7 15" MBP.

As they say, in the UK, cheers! =)
 
miles01110 said:
Oh .

You should feel lucky you're getting a replacement at all.
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Are you kidding? Please tell me you are... The guy has a beat computer-the absolute LEAST they can do is replace it- assuming they've exhausted all repair options of course, which we all know Apple wouldn't have approved a replacement without doing first.. I agree it seems odd that a HD issue warrants a replacement, but apparently Apple feels it does.. This shouldn't be a downgrade, and they for darn sure aren't doing him any favors by getting him a working computer comparable to the one he paid for...
 
As you guys know, the new MBP just came out which is A LOT better than the previous base model. So yea, she gave me the same basic config which I upgrade to a HiRes screen.

I keep telling her that what if I bought the base model last time then she asked me to convince myself that this system is definitely MUCH BETTER than my previous model, so I just took the base model in the end.

P/S: She is pretty! :p
 
So I wonder what would have happened if you needed the 17" version for it's better connectivity? If you had, say a 2008 or earlier 15" MBP that came with the ExpressCard/34 feature, and essential hardware that connects through it (fast storage/video card etc..). If they tried to replace it with a newer version without this connection, you'd be screwed!

Where do you stand with Applecare then? Would you be forced to pay the difference for a suitable MBP with the connections on it, or force Apple to swap like for like? Doesn't seem fair to pay out more if you are already "protected" through Applecare.

PS, Go Saints!
 
melissajoan said:
Every replacement I've ever seen for friends and such has been for a like model, or the low end of the current model if yours has been discontinued. If there is a specific feature you paid for, call Apple support, ask for customer relations, have your case number handy, and explain to them why you think you should get the higher model as a replacement.

Lifestyle
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Yea, that happens for my case - Early-2008 model has been discontinued, thus they gave me a base model for the latest-gen MBP which is of course A LOT BETTER than my machine. FYI, my MBP is left with 1+hour of battery and 2GB ram with 250GB HDD only.

I did in fact call Applecare Customer relations, but they told me to refer to the respective store as this is the agreement between the specific store and I, so no matter what, Customer relations could not help. The woman in the Apple store discussed the matter with her manager and the manager said they can only give me the low-end model which is still better compared to my ex-MBP. :)

@lucifiel, Haha... Yep yep! Clever Apple to hire such girl.

@P2 Shooter, I don't think I want the 17" as it is so bulky and not meant for portability, so I would stick to my plan. The reason I paid is because I want to upgrade the base model to the HiRes display. Weee... Don't know how long it will take to ship though. :confused:
 
ChristWolves said:
At the first place, the Genius should not be called Genius.

My Early-2008 MBP has got two hard drive failure within 3 days, so the woman in the WestQuay Apple store offered to replace a new MBP for me, BUT... The early-2008 MBP I got is the highest end model. She offered to replace a BASE MODEL latest MBP for me because she told me the specs are higher than my Early-2008 which I disagree.

She even stated in the e-mail that the 9400M GT graphics card is dedicated. What on Earth is she thinking?

Anyway, has anyone got any experience in getting a MBP replacement? Do you get replaced from the highest spec MBP to a base model? She even asked me to pay if I want to get the mid-range current MBP. :mad:

Does Apple has any "Official" policy regarding this matter?

Thanks a lot.
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I had an early 2008 iMac that had two HD failures and then a power supply fail. The local Apple Store said they would replace it with the low end iMac (early 2009). When I compared the specs, everything looked equal or better except the original had a dedicated graphics card and the replacement was integrated. When I pointed this out to the Genius, it agreed and upgraded to the next model with a dedicated card.

So, I agree you deserve a model with the dedicated card, but not the fact that you should get the high end since your was high end. They should give you a MBP with equal or better specs.
 
mdgolom said:
I had an early 2008 iMac that had two HD failures and then a power supply fail. The local Apple Store said they would replace it with the low end iMac (early 2009). When I compared the specs, everything looked equal or better except the original had a dedicated graphics card and the replacement was integrated. When I pointed this out to the Genius, it agreed and upgraded to the next model with a dedicated card.

So, I agree you deserve a model with the dedicated card, but not the fact that you should get the high end since your was high end. They should give you a MBP with equal or better specs.
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The release of the new MBP answers that, luckily... If not, I will have an arguement in the Apple store with her! :mad:
The base MBP of the new model comes with dedicated graphics and a whopping 9 hours of battery, awesome!

@elpmas, yeah, that makes me a guy! :D :apple:
 
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