Recently my Apple Mac Air required a minor repair. I headed to the local Apple Genius Bar in my area. These shops have these 'supposed' geniuses who are meant to help you out with the minor and major hitches of the hardware and software on Apple's computers.
The genius who was serving me looked at my machine and informed me that I would have to leave my Mac in their care for at least two weeks. This was not acceptable, I was appalled and asked if the problem is so huge that it would take two weeks to resolve? In my opinion my notebook was still functioning, so instinctively I felt that it was not so critical! The genius said, "Negative, it will take only two hours when we get down to actually repairing it. Only the waiting list for the repairs is so long that your turn will come in approximately 2 weeks."
As the problem was not so crippling that I couldn't keep working on it in the interim - so I asked if they could keep my position in the queue and call me when they were ready to repair my Apple. I would then bring it in for the two hour repair. The Genius replied, "Nope, we cannot do that". I was exasperated and said that, I am paying for this service and cannot leave the laptop in their care for more than a day as it has all my work on it. The Genius cringed and told me that it was a systemic customer care glitch and he was helpless.
Of course I was not going to leave my Mac to gather dust for a fortnight whilst waiting to be serviced, leaving my work to grind to a halt. I left the bar, thinking that even my car mechanic had a better system in place which at least gets my car working temporarily. It is an undisputed fact that the majority of us spend more time on our computers more than our cars or other appliances we own.
I wonder if Apple Inc. will even care if I wrote to them about this incident, the inefficiency and helpless, uncaring attitude of the people serving at the Apple Genius Bar.
Share with me your thoughts?
Charles McArthur is an average Joe who has just gotten tired of dealing with bad companies. His articles relate mainly to his experiences with dealing with companies who just don't care about their customers.
I work in the computer industry and would never stretch a simple 2 hour repair job to two weeks. If they are in fact "geniuses", shouldn't they know how important a person's data is, how vital it is to maintain business continuity? Maybe its time to go with PC on your next purchase, that would be my advice.
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