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You need an appointment!
- Thread starter RealEyes
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Sure his intent was to just use a screwdriver, however there is queue and there are other people in that queue. When you just walk up to the Genius bar like that you are interrupting and commanding the attention of the employees who are trying to help those that did make and appointment. You can ask to be put on the wait list and when your turn comes up then see the genius bar.
In addition, in our litigation happy world, Apple just does not loan out tools (i.e. screwdrivers) to customers. If said customer accidentally slipped while using said screwdriver and punctured his hand or injured another customer, then Apple could be held liable because they handed the screwdriver over and let the customer use it. People sue everyone these days over the stupidest things these days so companies have to protect themselves too. Borrowing a screwdriver may seem like a simple request, but at the same time could be costly to Apple.
In addition, in our litigation happy world, Apple just does not loan out tools (i.e. screwdrivers) to customers. If said customer accidentally slipped while using said screwdriver and punctured his hand or injured another customer, then Apple could be held liable because they handed the screwdriver over and let the customer use it. People sue everyone these days over the stupidest things these days so companies have to protect themselves too. Borrowing a screwdriver may seem like a simple request, but at the same time could be costly to Apple.
Consider the people that made the appointment, lets say they needed a quick fix and made the appointment, but all of sudden you step in asks for the screw driver and the genius stops working on the computer to accommodate you? Now what happens if you strip the screw and ask for more help, or have other questions.
No, apple has a system in place to be fair for everyone, it does not matter if the issue is minor or not, by making an appointment you guarantee that its fair for everyone
It shouldn't be black or white... The alternative could be to backlog him... I don't think the genius bar is full of people 24h a day...
Some weeks ago I took my MBP to apple store. The genius bar guy was attending a customer, so I waited until he finished and asked him kindly if he could attend me knowing I didn't have an appointment, and he did
Even if you are kind and smiling, sometimes the attendant's willingness to help is proportional to the "affinity" he has for you... Unfortunately, this bad attitude or unprofessionalism happens more than one could imagine, in shops, hospitals, forums,...
It shouldn't be black or white... The alternative could be to backlog him... I don't think the genius bar is full of people 24h a day...
Some weeks ago I took my MBP to apple store. The genius bar guy was attending a customer, so I waited until he finished and asked him kindly if he could attend me knowing I didn't have an appointment, and he did
Even if you are kind and smiling, sometimes the attendant's willingness to help is proportional to the "affinity" he has for you... Unfortunately, this bad attitude or unprofessionalism happens more than one could imagine, in shops, hospitals, forums,...
Every apple store I have ever been to has someone that will take an appointment at the door as soon as you arrive. If you have an iPhone you can use it to make an appointment on their app as soon as you arrive. The OP was saying that he was told in order to be assisted he needed an appointment. I'm sure what he left out was them saying, would you like me to make you one....once he said no, I don't have an appointment...as they always have with me. If you have EVER gone into an apple store you will know it is NEVER slow. There are always people in there wall to wall. I have gone in MANY times without an appointment. I tell them what I need and when my name comes up they speak with me. That is the protocol. It is MUCH better than Best Buy where you stand around for 30 mins being ignored, then eventually you have to butt in to someone to get just a little attention. What the OP fails to notice is that someone actually greeted them and informed them that they needed an appointment in the first place! Good luck getting that kind of service in ANY other electronics retail store!
It would be interesting and funny to see what would happen if a gorgeous woman appears with her laptop at the apple store without an appointment...
I think most of the genius bar folks would either get anatomically disturbed or rush over her leaving other customers unattended... LOL
I think most of the genius bar folks would either get anatomically disturbed or rush over her leaving other customers unattended... LOL
I find it ridiculous the things people think that they're entitled to these days.
I too one day went to the Apple store and wanted to use a screw driver and I was told that I would need to make an appointment. So instead of being a d-bag and posting on a Mac forum about what kind of a looser I am for the Apple store not allowing me to jump the line in front of all the others that respected the system and made an appointment, I went to did something total crazy, I went and spent the $7.95 for the screw driver I needed at the local hardware store.
Funny thing is that I bet this entitled line jumper is also a supporter of the occupy crew.
It would be interesting and funny to see what would happen if a gorgeous woman appears with her laptop at the apple store without an appointment...
I think most of the genius bar folks would either get anatomically disturbed or rush over her leaving other customers unattended... LOL
I've noticed that the person at the front door that takes and checks appointments tend to always be female...maybe for this exact reason...lol
Have to agree with OP. How hard can it be to just borrow him the screwdriver for a few seconds? Its not like he take up their time or anything. Appointment for doing that?
"Just borrowing a screwdriver" easily turns into a stripped screw, a lost screw, a scratched MacBook, a cracked screen when you much pressure is applied or god knows what else.
Sure most people, are capable of using a screwdriver or realizing if they did anything like above it would be their fault, but it's that 3% of the population that ruins it for everyone else.
Apple has a very easy, well established, and FAIR customer service process at their retail stores. It is a reason you pay a premium for your machine, and something you should take advantage of in the right way.
Right, but how exactly does borrowing a screwdriver from the Genius Bar work?
Are they just supposed to hand one over to him, and trust that he'll use it real quick and bring it right back?
And where exactly is he going to use it? It's not like there's usually any extra space on the Genius Bar for someone to walk up with their own equipment and do work, even if it's literally just two minutes to tighten up the bottom.
And if the OP can't do the work at the Genius Bar, then where? One of the display tables at the front of the store? That's out-of-sight of most Genius Bars, which rolls back to the question of do you just give customer tools under the honor system?
Agreed and cutting in line without an appointment is one of those things that I'm surprised is so debatable - because of common sense.
If he's not busy sure - but when was the last time you saw a genius just standing there. Every time I've been at an apple store, I've always seen long lines and wait times.Cutting in line? I agree that is unappropriate.
But what if the genius is just standing there looking out in the air doing nothing...
In fact its because of that, they opted for the reservation system.
Cutting in line? I agree that is unappropriate.
But what if the genius is just standing there looking out in the air doing nothing...
Then you should be able to create the next appointment within the next few minutes and then could be seen by them immediately.
Cutting in line? I agree that is unappropriate.
But what if the genius is just standing there looking out in the air doing nothing...
They have standby for that. Any customer that couldnt make an appointment can stand around and wait for someone who did to not show up, or someone takes time out of their lunch break, has a very quick, simple fix with their appointment, etc.
Just FYI. I had to use it once. I only waited about 2 hours, which in the Apple store isn't that bad..
The other day I was waiting in the line to pay for only one item at the supermarket. Without requesting her anything, the old woman who was before me in the line, kindly offered me her turn. I accepted her offering and thanked her very much .
Apple should teach their applestore employees that there should be exceptions to the rules... Rules without exceptions make people rigid and inflexible...
.Apple should teach their applestore employees that there should be exceptions to the rules... Rules without exceptions make people rigid and inflexible...
Would the situation be different of the cashier offered to take you before the person in front of you? that in a sense is what the topic is.
I'd be surprised if a genius would care if you and someone before you swapped places much like what happened to you in the supermarket.
I'd suggest that a company the size of Apple has an interest in being consistent with this to ensure that their customers respect the system in place. Disorganization doesn't really benefit anyone.
I've consistently noticed people without an appointment being attended to by Apple geniuses. Most seemed to be tourists or business people with iPhones. Appointments aren't always available and a rigid inflexible policy isn't great PR for apple.
Hopefully the Mission Viejo store gets a memo from Cupertino about providing flexible service facilities to premium apple customers (rMBP buyers).
You may have misunderstood me. For walkins such a thing could be made into something quite simple. You can make it extremely simple to do this once they're in the store on the condition that it's not like someone is expected within minutes. I'm not suggesting a rigid policy in which people must book at least an hour before or anything of that sort. Tourists are a really nice example. They can approach a store employee. If the employee feels they need a genius bar appointment, they just input it via iphone. If the genius bar is open at this time, as in not expecting several appointments to walk in right then, the employee can direct them to the genius bar at that point. It's just a system of traffic management. For what it's worth, I don't trust a random person with a pointy screwdriver
. Some people are remarkably clumsy.
The other day I was waiting in the line to pay for only one item at the supermarket. Without requesting her anything, the old woman who was before me in the line, kindly offered me her turn. I accepted her offering and thanked her very much
Apple should teach their applestore employees that there should be exceptions to the rules... Rules without exceptions make people rigid and inflexible...
I'm sorry, but unless the cashier let you go first this is not a comparable situation.
You may have misunderstood me. For walkins such a thing could be made into something quite simple. You can make it extremely simple to do this once they're in the store on the condition that it's not like someone is expected within minutes. I'm not suggesting a rigid policy in which people must book at least an hour before or anything of that sort. Tourists are a really nice example. They can approach a store employee. If the employee feels they need a genius bar appointment, they just input it via iphone. If the genius bar is open at this time, as in not expecting several appointments to walk in right then, the employee can direct them to the genius bar at that point. It's just a system of traffic management. For what it's worth, I don't trust a random person with a pointy screwdriver
I am stunned by some of the responses here. Walk-ins should be welcome as well. NEVER turn a customer away. If you don't have an appointment, then you are in the "as available" line. I have a bunch of Apple stuff and would never think of meeding an appointment. Having appointments may be great for the Apple people, but it is very rude to customers. We don't all have scheduled lives, and things don't always break on a scheduled basis either.
Bad customer service is just that- bad customer service. And turning a customer away when they need assistance is bad customer service.
I'm with the original poster - aside from the fact he had recently purchased one of Apple's most expensive top of the range products, all he wanted was for an employee to take a few SECONDS to tighten up the back plate (which should NEVER have been loose in the first place).
Poor customer service but I expect an isolated case. There's always the odd bad-egg of a store!
Poor customer service but I expect an isolated case. There's always the odd bad-egg of a store!
My Apple Store experiences...
I have made an appointment for most things, but I have walked in at other times as well
Usually the Lenox Store is very busy and you need an appointment to see a Genius
However, there have been times where there were no lines
Several times I have been in the store and heard people be appalled they needed an appointment
They were always told they could wait for an opening if one came available
However, they have been cautioned there were no guarantees
I have no problem with Apple suggesting appointments
It helps with the customer's time and the store's time
And yes, it would irritate me if I was next in line for my appointment and the Genius started helping someone else
Same as it does when people cut in line anywhere (especially in traffic)
For me personally, I don't think I would ever just walk in to borrow a screwdriver any more than I would walk into a hardware store and ask to borrow a hammer, or an auto parts store and ask to borrow torque wrench
If I had needed the screwdriver, I would have prolly just bought one
I have made an appointment for most things, but I have walked in at other times as well
Usually the Lenox Store is very busy and you need an appointment to see a Genius
However, there have been times where there were no lines
Several times I have been in the store and heard people be appalled they needed an appointment
They were always told they could wait for an opening if one came available
However, they have been cautioned there were no guarantees
I have no problem with Apple suggesting appointments
It helps with the customer's time and the store's time
And yes, it would irritate me if I was next in line for my appointment and the Genius started helping someone else
Same as it does when people cut in line anywhere (especially in traffic)
For me personally, I don't think I would ever just walk in to borrow a screwdriver any more than I would walk into a hardware store and ask to borrow a hammer, or an auto parts store and ask to borrow torque wrench
If I had needed the screwdriver, I would have prolly just bought one