Comments on: Growing Pains: Trouble in Paradise?

By: George

George — Sat, 30 Jun 2007 14:50:36 +0000

The whole genius bar thing is redculous! They should call it idiot bar.
I am very busy, and I had my first experience with this recently when my ipod stopped working. All I wanted to do was to go to the Apple store and DROP IT OFF for repair. Ohh no, I need an appointment! It is an mp3 player not a human being. Just let me drop it off at MY CONVENIENCE, and you can fix it at YOUR CONVENIENCE. Just call me when it is fixed and I will come pick it up at MY CONVENIENCE!

Now I just learned that I cannot add music to it from a different computer or even the same computer after a full reinstall of windows! I have to erase the whole damn ipod!

I see that the iphone doesn’t have 3G.

I swear the people at Apple are a bunch of drunks! The should make ivodka instead. They would be much better at it. Although I might need to make an appointment to puke after drinking too much.

By: coelomic

coelomic — Sat, 11 Mar 2006 17:54:47 +0000

Some Apple store Genii seem to have an attitude problem. They are snobbish. Bad marketing for one of the most recognized brands.

By: Phil Amon

Phil Amon — Thu, 02 Mar 2006 15:22:17 +0000

Ive been selling both PC and Mac products for years. It’s true that since the launch of the store in London and the general iPod period Ive noticed a change in the whole Apple experience. I used to chat with some of the support members after recognising thier voices on the phone – and got a little bit more honest responses out of some of them – like the sheer volume of calls just sky rocketed one day. Around about the time that iPods were so hard to get hold of.

In general I would say Apple is better than the PC crew. Dell have excellent customer support – however Im constantly charged more for their stuff than most mac equivalents. You can even haggle with them – but still they are in now way cheap. The gear is ok – I’ve seen macs dropped and bashed about with no problems occuring. Dells just seem to drop out everytime someone sneezes. I stopped using HP after a series of highly complicated run arounds and sheer confusion. I still supply thier business range printers that are good with good tech support – but reliability is again my bug bear.

As for PC world – well don’t get me started. I am unfortunated to leave near the Wandsworth branch (and the Kensington one is up the road). They compete hand in hand for sheer incompitence! For every one of your stories I have 5. If I need anything Im so careful when I go in there.

Technology eh!

By: si

si — Fri, 20 Jan 2006 12:53:53 +0000

Thought it would be quiet this morning and my first visit to the Apple Store in Regent Store…Hurray!!
However the same experience like the article described.
No help at all only procedures.Couldn’t even leave the ipod shuffle with them to pronounce it dead. Told to book and come back in 6 hrs time!! Huh??
No bookings in advance for tomorrow and can’t log in into the Concierge site…
Oh well if this is what the staff do with a £100 consumer product then I don’t want to know about appointments etc..
I will now stay away from consumer facing shopfronts.
Anyway why don’t they segregate the goods/ipod.

Luckily I have been buying apple products for business the past 12 years amd experienced a decent service.
What will expansion hold for them in the future..
Rant over….

By: Chris Holland

Chris Holland — Sat, 14 Jan 2006 09:19:18 +0000

[continuing from previous comment]

Keep in mind that in the PC world, it’s all-to-common to get the run-around between 1) your PC reseller, 2) the hardware vendor (Dell), 3) Microsoft

By: Chris Holland

Chris Holland — Sat, 14 Jan 2006 09:15:00 +0000

Karri: i still do recommend most of Apple’s products. i’ve worked on most computing platforms out there, and a good Mac is what keeps me productive. I had a 400Mhz Titanium powerbook for 3 years since 2001. I’ve been on this 1.25Ghz Aluminum powerbook for the last 2 years. Both very reliable, this one also continues to be. My Girlfriend’s 2002 white G3 iBook is still going strong, she uses it every day.

You’ll find occasional bad seeds in Apple’s lineups and we’d be remiss of our personal objectivity if we didn’t call out Apple’s mistakes when we see them, especially when service falls short of our expectations.

It’s always a good idea to get AppleCare for whichever Apple product you’re buying. But as far as i know, all products are covered 1 year either way, and AppleCare gives you 3 years. If something fails, it usually happens within the first year anyway. But sometimes, after prolonged usage of a laptop, it’s possible for your hard drive to get a mechanical failure. Good be bad luck on the laptop, or have something to do with how badly you rough it up. Either way, if you have AppleCare, my experience is, they hook you up :)

Also keep in mind that Apple sells you an end-to-end computing experience. When anything fails, we know where to point fingers, it’s very easy, and you’ll find we Apple users have high expectations. We’re entitled to, because we’re in the market for a better end-to-end computing experience, and are willing to pay for it.

By: Karri Lea

Karri Lea — Sat, 14 Jan 2006 04:57:59 +0000

I was seriously thinking of purchasing one of the new intel-mac ibooks after browsing the website and reviewing all of the articles regarding the virtual pc. I though mac would be awesome for a young professional due to its lack of crashing, etc. etc., we’ve all fallen under the spell of the marketing. However after reading of the horror stories of what can wrong with them I’m tempted to stay with the pc devil I know as then at least I can get the company IT guy to fix instead of trying to deal with authorized dealers, fed-ex, and faceless help desks.

Anyone still recommmending ibooks?

By: R.D. Kinloch

R.D. Kinloch — Fri, 14 Oct 2005 05:29:54 +0000

I have been considering buying an Apple laptop but my daughter’s experience has put me against that idea as it cancels out positive comments I have heard from my son-in-law and others. Perhaps the Calgary supplier is simply not up to giving adequate support. Where is the seller in this process? Is it simply his/her role to take a customer’s money or do they not have an obligation to make good on the sale and support their customer?
Why is my daughter only dealing with FedEx? Where is her representative? Shame on Apple for not dealing with effectively. I feel sorry for my daughter who has apparently wasted her hard earned money on a dud product when she so much wanted to use it to help her teach classes in school. When I dealt with Dell earlier this year their customer support was satisfactory and I have had nothing but praise for CompuSmart computers who offer excellent sales and service.
It is widely known that for each complaint that is not satisfied and dealt with properly at least ten other people will hear and be adversely affected. Is anyone listening?

R.D. Kinloch

By: Ella Kinloch

Ella Kinloch — Thu, 13 Oct 2005 01:36:04 +0000

My letter of complaint to apple….I am still without computer…
October 8th ‘2005

Dear Sir/Madam,

I am writing to make a complaint about my dealings with your company.

• After a failed attempted to purchase of ibook G4 and applecare protection plan, a successful re-order was made. I specifically repeated to mac representative that I was billed for one applecare protection plan and to not bill me and send a second applecare protection plan.
• Delivery of applecare protection plan was made. The same week a second delivery of applecare protection plan was made from which I was billed for.
• FedEx tracking system/phone call to FedEx told me that computer was awaiting me at site for pick-up. Arrived but was told that package had been sent back.
• Phone call to Mac. Mac representative told me that package would be redelivered within 5 to 10 business days. Mac representative discussed with supervisor about whether original package should be sent or if a re-order should take place therefore sending new device its place taking into consideration how much time either option would take.
• Package did not arrive.
• Phone call to Mac. No package had been sent. Further discussion about whether or not to send original package or if a re-order should take place. Package was sent.
• Package arrives however FedEx cannot deliver to home address due to problem with address that was given (applecare protection plan had arrived with no problems but this time the same address was not adequate for delivery).
• Pick-up of package. (Note: FedEx employees complaining that mac’s policy of having two pieces of id. is causing problems with parent’s buying ipods for their children). Package looked beat up and dirty. Corners of box dented. Attempt to work dvd drive failed. Attempt to install mac:office failed. Problems with keyboard and with scroll pad button.
• The entire process adding up to approx. 8 weeks of problems.

Ella Kinloch
#401 823 5th Street N.E.
Calgary, Alberta
T2E 3W9

October 8th ‘2005

Dear Sir/Madam,

I am writing to make a complaint about my dealings with your company.

October 8th ‘2005

Dear Sir/Madam,

I am writing to make a complaint about my dealings with your company.

Goals of this complaint:

1. To be heard. Throughout this entire process no representative demonstrated any knowledge of my repeated dealings with mac. No one had any previous background knowledge to draw from. I had to re-explain each problem everytime I contacted mac.
2. To express my disappointment. Throughout this process my high expectations of mac have been altered. I expected more from Mac after hearing great reviews from friends and families. I continued to assume the best about mac and its high standard of product but it has become increasingly time consuming dealing with each problem.
3. To inform. If anyone from mac can read this and realize that there are cracks in your delivery/ordering process then your company is better of for it.
4. To hear a response. I will be interested to hear any type of response to this letter and to see how mac deals with its customers after giving them a broken computer and taking their money.

By: Tom

Tom — Mon, 03 Oct 2005 20:47:39 +0000

Everyone,
I have to say I am disheartened by all of this. Having just bought a new iMac G5 from the Bluewater store I can say that it was completely painless. Not only were they friendly, but relatively efficient. Not necessarily quick, but thats more my fault for wanting finance.
I also have a PowerBook G4 12″, 1Ghz model. About a month after getting it, one of the keys on the keyboard came off, not their fault, i was trying to clean under it as it felt a little sticky. Rang them up, sent it in, 2 days later I had my PowerBook back with a whole new keyboard, free of charge.
My father has used Macs at work since the original 128k and has never had any problems with Apple support.
I hope that all these problems are just the unfortunate few bad occasions that will always happen

Tom

By: Gareth Potter

Gareth Potter — Tue, 27 Sep 2005 20:09:07 +0000

John,

You are right to remind customers of their right to refund, repair or replacement. In many cases though, the Genii will try to steer you towards a repair, as it costs them less, and in any case can be very difficult to deal with.

Customers should be leaving Apple’s shops thinking how wonderful the experience was, be it a purchase, an exchange, a repair or a refund. Short-changing those who have the audacity to demand a product that works is no way for a premier company to do business.

Gareth

By: Mike Goltz

Mike Goltz — Tue, 27 Sep 2005 16:14:35 +0000

A friend of mine has now given up trying after sending in his new iPod 40Gb (bought just before the iPod range went colour) for repair four times, a truly staggering state of affairs. I am in the same boat. My 4th iPod. Certainly getting my extended warranty value – but a definite pain. I have 30 gigs of music on a server and it takes most of a day to reload my music! One time, the area was out of iPods and I had to wait 3 weeks for a replacement. One hell of a way to do business!

By: john47

john47 — Tue, 27 Sep 2005 11:43:09 +0000

I’ve just read this and am quite appalled. I tried at midday to test out to see if I could get an appointment at the Genius Bar at Regents Street today and the answer is ‘try tomorrow”.
Fortunately over the the twenty years of buying 7 macs I have never had a problem.
My advice to people at least in the UK is know your consumer rights. For example
However, since the 31st March 2003, the Sale and Supply of Goods to Consumers Regulations give you parallel or alternate rights. Instead of a refund, you may choose to ask for a replacement or a repair. Goods which do not conform to the contract within the six months after they were delivered are presumed to have been faulty when you got them. In these cases, you do not have to prove the fault was present when the goods were sold. Instead, the trader must prove that the fault was not present when the goods were sold. The burden of proof is on the trader.
More can be found on http://www.consumerdirect.gov.uk/your-rights/fs_c04.shtml
I find that nothing focus the mind of unhelpful staff than knowledge of your rights. Don’t stand for the sort of nonsense companies try to con you with.

By: Robert Gray

Robert Gray — Tue, 27 Sep 2005 09:18:39 +0000

I bought a G4 Powerbook in March 05 & had to send it away immediately due to a faulty speaker – it was gone a month! Later I got the battery replaced, which was done very quickly – I was impressed with the recall service. However, after upgrading to iLife 05 & then Tiger…& then downloading all the fixes to the bugs they released the new software with, I have to say that I believe both Apple Hardware & Software to be overpriced for what it is. Its slick & very well marketed but there’s lots of good alternatives turning up now in the form of Picasa, Firefox etc.
Apple beware! Mass production is bound to churn out lots of faults but Apple needs to provide excellent service & fast replacements to be half the company they make themselves out to be.

By: Gareth Potter

Gareth Potter — Tue, 27 Sep 2005 09:17:06 +0000

Richard,

I must confess that it is heartening to hear your depressing tale. In my low moments, I sometimes wonder if I am being singled out for this kind of shoddy treatment, but I can at least be thankful that this is not the case.

I came to Apple in 2002, and in that time period have bought 2 iBook G3s and a PowerBook G4, switched my brother and sister both to iBook G4s, bequeathed an iBook to my parents, and have now lost count of the number of friends and acquaintances to whom I have recommended Macs and who now use them.

And yet all that free marketing counts for naught at the Genius Bar. Part of me knows that it should not make a difference, but part of me knows that it bloody well should.

I suppose I should be praising their remarkable egalitarianism – they do, I suppose, treat everyone equally badly – but frankly, it is quite shocking.

It all boils down to this idiotic decision to restrict appointment bookings to Pro Care customers, who, to be honest, should be entitled to something better than a workshy tech with an attitude problem anyway.

But I can’t see them heeding this.

Gareth

By: Richard D

Richard D — Tue, 27 Sep 2005 07:55:20 +0000

Regent St. I bought a 2.5 dual in Dec last year.I bought it so I could use Motion and prepare the visuals for my DJ tour in California in February. After one month it died totally. Not living near the store I arranged with apple for it to be picked up for repair, and it disappeared for a month. It came back, this time it had strange artifacts on the screen. I rang apple. said i wanted a new machine. They declined said I needed to take it back to Regent St. I caught a cab £40 and took it back in. I was eventually seen by a “genius”. I explained I wanted a new machine as I had put up with a cpu dying after 4 weeks, and now 2 months later I had a different machine with different problems. I was told it hadnt failed enough to have a new machine. I said my consumer rights told me I could have a new machine or a refund. The genius refused. I said “you’re being stupid” Im an incredibly loyal apple customer, I have 7 machines and spend a lot of money in this store, over 10 friends have bought macs in here because of me. He turned sour and said if u call me stupid again I will dump your mac on the pavement outside and we wont see you. I explained that when I said “you” I meant apple not him but that I was desperate as I was going away the next week and had to finish my visuals. He said they would take it back in and I would have to wait another month as they had a backlog. I was furious but dared not say anything further. I left. A month later I came back. the machine still wasnt ready. I said I wanted a new machine or a refund. They refused. I produced documentation from the trading standards authority showing they should have given me a new machine the first time. The genius took away my “evidence”. He came back said it would be ready by tomorrow, would that be ok, if it wasnt i could have a new machine. ok i thought. not at all happy but i needed a machine. the next day they rang, a new machine was on its way. they hadnt been able to repair it. When I spoke to the Trading Standards the person i spoke to was furious, he said that the genius was breaking the law, and saying he would dump my machine on the street was extremely serious, they have no right to refuse faulty goods. For anyone in this situation, you have a year to return the goods, the onus is on apple to prove the goods weren’t faulty when you bought them, in the past you had to prove they were.
1 Week after the new machine arrived, the firewire port on the front died. This time applecare collected the machine, but as I was going away for 2 weeks I didnt seek a refund and was glad to come home to a new machine again.
Thankfully the last genius was a much more charming person which is why I agreed to wait 1 more day. This episode left me feeling very sour with apple.
I also have another G5 with noise problems, I reported this to apple a year ago, but could not do without the machine. So I am unable to have that fixed because I waited too long to return it. Yet the ticket remains open on their system.
My partners Ibook wont take a 2nd memory chip, it seems there is a fault with the slot inside, they wont fix that as its over a year old, yet the problem is on the motherboard.
My powerbook pc card slot died, they wont fix that I dont have apple care.
My aunts G5 imac wont go to sleep and has been back to apple yet came back and still has the problem, she doesnt want to send it back again it, she has to remember to turn it off as it runs so hot and cant be left alone.
I have many friends with macs and so many have problems, I worry about quality control at the moment.
In spite of this I am still an apple fan, I absolutely depend on them for my livelihood, but I do think that Apple need to create some sort of internal loyalty scheme, treating your longest and deepest supporters over the years like idiots is stupid.