Filed under: Retail, Apple, Blogs
Ungenius - the other side of the Genius Bar
Beyond a doubt, Apple's retail stores have been and still are making headlines of all kinds - from business magazines hailing the stores' sleek design, to consumer reviews giving the stores high marks for their unique and (ideally) helpful Genius Bar feature. However, as some of you may know - not everyone's trip to the genius bar wraps up with a happy ending, and I'm not just talking about the customers; the Geniuses don't always have it so peachy-keen either.Hence, Ungenius - a blog by "JC" who apparently has some stories to tell of his adventures "aton[ing] for the sins of a multinational corporation during nearly four years as a Mac Genius". JC delves into all sorts of topics surrounding the world of the Genius including QA, the obvious defects that have made headlines as of late, and even some thoughts as to why Class Actions might be bad for consumers.
Whether you've made a shrine for the last Genius who helped you out of a pickle or you're putting the finishing touches on a Genius Voodoo doll as you read this, Ungenius might be an interesting read from the other side of the cheery Apple retail store fence.
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Reader Comments (Page 1 of 1)
dblakep said 10:47AM on 7-06-2006
I had a bad experience with the genius bar. I took my computer (PowerBook G4) into the Atlanta store because it was getting EXTREMELY hot, the "genius" shrugged his shoulders and said it was normal. Well, my hard drive crashed a few days later. Upset, I took it back into the store, and another "genius" gave me the phone number for a data recovery services company who would charge me close to $800 to save my data (note: I do back up on an external hard drive, but it had been a month since I had).
So, I come back into the store a third time, and finally meet an employee who is able to help. Unlike the other two, he took the time to look at the problem and was actually able to extract the data from the computer himself - something the second guy could have and should have done. I got my computer back, and was happy......
Except - they didn't put any of my programs like iDVD, iPhoto, etc. back on. When I came back into the store to complain, they basically said "ooops." They didn't offer to fix it, and they said I could do it myself or just buy iLife '06 (I guess the theory of profit maximizing firms does hold true). Anyway, I have been displeased with this whole ordeal, which is sad because I love Apple products.
Anyone else have horror stories?
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Kyle Nilson said 10:53AM on 7-06-2006
Just remember, Apple is in NO WAY responsible for your data. It is explicitly stated in every single repair contract you have, including AppleCare. As Ungenius indicates, you will always get what you paid for. Sometimes, you get more if you get lucky with your Genius and are a pleasant customer.
I agree that it's sad that your hard drive failed. Apple would have replaced it too, just without the data.
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dblakep said 11:01AM on 7-06-2006
Well, Apple DID replace the hard drive, since I have Apple Care. But the third genius I talked to said Apple geniuses are supposed to try to save your data for you if possible. In this case, all he had to do was boot the computer from an external drive, whereby I accessed my files and dragged them to my external drive. He seemed quite puzzled that the second genius didn't even try, since to him it was "store policy." I guess it's the path of least resistance if customers don't know they can ask for that.
What are your thoughts on their not putting my programs back on? They saw fit to put Garage Band back on (which I never use), but no iPhoto?!?
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gozer said 11:19AM on 7-06-2006
if you have your install discs what's the problem?
the grey restore disc has all of the ilife suite on it. and if you don't have the discs you're not exactly entitled to the programs anyway.
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kevin said 11:20AM on 7-06-2006
im having a trackpad button issue where it feels lke it sticks sometimes or has this subtle double click feel to it just by physically clicking once. is this covered under applecare?
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jps said 12:55PM on 7-06-2006
I recall there was a livejournal (titled "Genius-Like," it's still in my bookmarks) a year or two back that had a similar idea. It was taken down rather quickly, but not before I (and a lot of other folks) read quite a few rants about the rather corporate approaches of what is supposed to be the "friendlier, easier" personal computing company.
I wonder if this is the same guy?
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jc said 2:03PM on 7-06-2006
@jps: no, i'm not the same guy.
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Blair said 2:59PM on 7-06-2006
I've had nothing but bad experiences with "Geniuses." From their crappy and lax attitudes to their unbelievable lack of the most basic knowledge of computing concepts, I am staggered that these folks have jobs. Just because a Mac is somewhat simpler to use than a PC, there is no justification for hiring people with less knowledge than your average A+ certified hobbyist. Unfortunately this same ethic and attitude extends to Apple's phone support personnel. I once had a phone tech tell me my mouse and keyboard were locking up due to the fact that I was using a blue mousepad which is "known to cause all sorts of problems." It is my firm belief that its time for Apple to get knowledgable, patient, and somewhat older and more mature people in there as Geniuses, and for god's sake pay these people enough so that they don't become apathetic as so many currently are.
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Will said 5:03PM on 7-06-2006
It's kind of funny when you put this into perspective. I know we all have bad experiences with store employees. And when we have computer problems, then tend to me much more dramtic. But Apple attracts a higher end clientel that expects above average service.
My point is, while the service may not be great, when you compare it to the service you get at the counter in a Dell, or an HP, store........oh wait, Dell and HP don't even offer that kind of help, Apple having some kind of walk in service is pretty cool.
Anyway, I think the genius bar is really there for the vast majority of idiots out there, who have no comprehension of how a computer works. Let's not forget that the vast majority of the buying public are completely dense, and only buy what the commercials tell them.
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MfS said 5:20PM on 7-06-2006
Huh...could I be the first to post a positive Genius Bar experience?
Had one at the Oak Brook Store. My iBook was almost out of warranty, and the replacement battery Apple had sent me nearly 10 months earlier just quit one day.
After scouring the web and zapping PRAM, looking at the firmware, and myriad other things, I brought my iBook in. The Genius there was pretty nice, and while he told my batteries weren't covered by the warranty (I did/do not have AppleCare), he said he'd go ahead and order me a new battery...for free. I hadn't misused/abused my battery/iBook, and he must've recognized that.
A super-positive experience. I've directed co-workers to the Genius Bar with similar results.
Guess it just depends. I'd also venture as far as to say that if you appear at least a little knowledgeable yet not haughty, chances are you'll receive favorable results.
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fastasleep said 8:05PM on 7-06-2006
i have had a very positive experience with the genius bar. i brought my powerbook in for a recall repair (white spot screen replacement). i told him about some other problems i was having, and that i thought maybe it would save me a bit if they fixed both things at once since i suspected the possible need for a motherboard replacement. when i went to sign the work order, i said "how much is this going to cost me?" to which he pointed to a line in the details and said "well, i just put this warranty code here for your recall, let's just hope they don't charge you for any of it". i picked up my pbook a few days later and there was no charge. it's becoming rarer and rarer to find people willing to go just barely out of their way to help you out if they don't have to. this guy did, and i very much appreciate it.
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Dripps said 9:44PM on 7-06-2006
My experiences at the genus bar have all been great. Any time I've had an issue it was dealt with properly and then they are willing to spend as much time as I want answering any questions or explaining procedures, etc. If the guy I was working with didn't have the answer they found someone who did. I never feel rushed and I always have been treated with respect. No complaints here --- only experiences which leave me even more of a mac believer.
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Mac Diva said 10:00PM on 7-06-2006
I'm not impressed with 'geniuses.' Some have been helpful, but others are like spoiled, but not very bright, little boys. (I've met exactly one female Mac genius. Gender discrimination, anyone?) One positive step Apple could take is to scrap the term 'genius.' It goes to their heads.
As for J.C., his arrogant whining was boring when he was posting it to various blogs. There doesn't need to be a site devoted to it.
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Sven Svaard said 11:48PM on 7-06-2006
The genius bar in San Fran was wonderful! But there is the whole, 3 blocks from WWDC and and that they are all mac users from the the beginning. Sorry that places that aren't computer savvy.
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Michael H. said 1:06AM on 7-07-2006
I've had a few good experiences at the Genus bar.
First: MY ipod. I know that this must be a pain the butt for the geniuses. Every one breaks their iPod and wants a new one. But the one fellow i was working with saw that i did not drop it or do anything bad to it. The hard-drive was just shot. He Gladly gave me a new one.
Second trip: My PowerMac G5 kept kernel panicking. I took it to the apple store. They ran overnight tests, called me the very next morning and said it was my ram, they replaced my ram (8GB too!!!) and had it all ready for pickup.
So I know that I'm very pleased with the Apple Store in Delaware (Its in a Mall). I find that Over the phone is sometimes better for smaller things like software problems but for hardware problems, Apple store it is!
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