Wednesday, February 20, 2008

Apple Store and Genius Bar

I've had to have my Apple Macbook in for a few repairs in its first year (Great OS and features but build quality is lacking). There was the issue with micro cracks in the case. Ok right now go look at your Macbook in good light and see if you can find any hairline cracks in it. Go on I'll wait....... Then there was the issue with the Superdrive, it stopped ejecting disks. You know Apples really don't have a mechanical release I can find. I finally had to resort to turning it sideways and shaking it while repeatedly hitting the eject button. Then the latest was the power adapter burning a hole in the wire. OH FUN.

Here is the problem, each of these were a definite visible hardware issue. Yet each and every time I had to go to the silly Genius Bar to get the privilege of leaving my Macbook with them while they fixed it. This is really really annoying. The one in St. Louis West County Mall really seems to be backed up. You usually have to schedule the meeting a day ahead for the next afternoon or evening then you have to wait while the two Genius' on duty wade through iPod problem after iPod problem with a couple of iPhone problems thrown in. The list for iPod is like 10 people long and there are three of us waiting to get our computers looked at. Hey I got an idea I'll tell the iPod folks this is how you reset it, or you need to let the battery run all the way down then recharge it all the way to full, or you just need to resync it. Then the Genius could do the paper work so I can drop my laptop off.

Apple needs to rethink the way they are doing the Genius bar for hardware issues. The Genius bar is okay except for the wait and the fact they really have never given me a definite answer when I've asked questions.. But if each and every item that is any sort of repair or issue has to go through the Genius bar they really need to increase the staff, maybe promote a few of the floor folks to Genius, they don't usually seem all that busy. Or if it is a hardware issue that requires leaving the computer give me somewhere to just drop it off, hey you are going to be keeping it a week or so why do I have to wait 45 mins to an hour just to drop it off. UGGHHH!!!

Has anyone else had this issue.??

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