My worse Apple phone/store experience

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Oyeve

Oyeve

Lifer
Oct 18, 1999
22,071
885
126
So, my macbook pros mag-charger decided to die. I have apple care so hey, no probs right? Wrong. I call 1800myapple, I get the automated bs, revolves around and around, 40mins later I get this "genius" on the phone who rambles and rambles until I literally ter her to please STFU and listen. I explain my dead charger, she asks me for s/n and email and # on apple care box. i have all ready and give it to her, she puts me on hold for another 20 minutes, comes back and says the info I gave her is invalid. I tell her it is not, I have all this crap in front of me so I read it off again, then she goes, OH, I was looking at another callers info. Duh, genius. After I refrain from killing her over the phone she says that the applecare does not cover the charger, I tell he it sure as hell does as I am reading the agreement shich clearly states that it does. She puts me on hold for 10 mins, she starts her apple rambling shit again and again I tell her to STFU. I tell her I am heading to the store to get my adapter.

So, I drive up the the store located on 14th street manhattan. I go into the way overcrowded store. There are at least 15 large dogs inside. I go up to the "genius" bar after waiting on line for 30 mins and one large dog-shit later the "genius" asks me for the same info I gave the "genius" on the phone. I hand over the mbp, the bad adapter and the applecare box and I say look it up yourself as I am tired of repeating all the same info over and over when, if you are true "geniuses" you should be able to pull up all this info from my phone number and email address I have given you 100 times.

I got a replacement adapter at no cost except my sanity. next time I just buy a new adapter. Is it only this retarded in NYC or is the lack of "geniuses" at most apple stores?
 
alfa147x

alfa147x

Lifer
Jul 14, 2005
29,307
106
106
Weird. I called Apple care. Then told them about my broken power adapter. They overnighted me a replacement. In fact I just got an email confirming that they received the broken one.
 
Oyeve

Oyeve

Lifer
Oct 18, 1999
22,071
885
126
alfa147x said:
Weird. I called Apple care. Then told them about my broken power adapter. They overnighted me a replacement. In fact I just got an email confirming that they received the broken one.
Click to expand...

Well, I live in NYC and the nearest store is les than 2 miles away.
 
Ns1

Ns1

No Lifer
Jun 17, 2001
55,420
1,600
126
Oyeve said:
No, I dont hate apple. I never had to call apple or go to there store, so I am a bit put off with my first experience.
Click to expand...

you waited 30 minutes in line and they gave you a free replacement part.
 
Oyeve

Oyeve

Lifer
Oct 18, 1999
22,071
885
126
Ns1 said:
you waited 30 minutes in line and they gave you a free replacement part.
Click to expand...

That plus over an hour on the phone with an idiot.

I was just under the assumption that the apple experience would be delightful and pleasant. But its the same as every other tech returns.
 
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r0k

r0k

Member
Sep 10, 2011
40
0
66
www.r0k.org
I had the opposite experience. My "free" iPod Touch died after about 6 months. I went to the Apple Store hoping to get an instant replacement. I did not have AppleCare but we are talking infant mortality here. They proceeded to take out some sort of shirt pocket microscope and started looking at the connector. They found some orange goo there and said I had immersed the thing in liquid and the repair would not be covered. I explained (to no avail) that in order for the iPod Touch to be immersed in goo, I would have to be immersed in goo up to my neck since the thing lived in my shirt pocket. I was pissed when I left the store with my original broken iPod Touch.

I called AppleCare on the phone and they shipped me a replacement. They said there "might" be a back charge if they examined it and found "abuse". There was no back charge. I think the over zealous "Genius" in the store was obsessed with saving Apple $119 and ignored the fact I had thousands of dollars of Apple gear and I was ready to start considering a different company over this. Yes as much as I like Apple, if they hand me some sort of crap I will definitely have to consider some alternative. Happily I got treated well by Applecare on the phone and since then I've bought 4 iPhones and an iPad. I'd say Apple got their $119 dollars worth for treating me like a customer rather than a suspect over that damaged iPod Touch. I would have been even more delighted if I could have left the Apple store that day with a working unit rather than waiting for one in the mail.



Oyeve said:
Ns1 said:
you waited 30 minutes in line and they gave you a free replacement part.
Click to expand...
That plus over an hour on the phone with an idiot.

I was just under the assumption that the apple experience would be delightful and pleasant. But its the same as every other tech returns.
Click to expand...

I find that it saves time to hang up on clueless idiots and start over again in the hold cue. I haven't had this problem with Apple just yet but I hang up and start over whenever it becomes apparent I'm not about to get any help in a reasonable time frame.
 
Last edited:
Ns1

Ns1

No Lifer
Jun 17, 2001
55,420
1,600
126
Oyeve said:
That plus over an hour on the phone with an idiot.

I was just under the assumption that the apple experience would be delightful and pleasant. But its the same as every other tech returns.
Click to expand...

Tell us where you would go to get the dell/samsung/lenovo/HP power supply connector replaced.


In all honesty yeah the hour on the phone was a waste of time but going to the store and getting a free replacement in 30 minutes = A+ in my book. FWIW I've never called Apple, I just make an appt online and go to the store and have them fix shit.
 
Oyeve

Oyeve

Lifer
Oct 18, 1999
22,071
885
126
Puddle Jumper said:
Next business day on site service is pretty good in my book.
Click to expand...

Yep, this has been my experience after only 10 mins on the phone with dell or hp or even sony and lenovo. I didnt mind going to the apple store, the phone call was full of retardedness. That was pretty bad. I didnt put in the OP the stupidness of the call. Anyway, yeah. Thats that.
 
alfa147x

alfa147x

Lifer
Jul 14, 2005
29,307
106
106
Oyeve said:
Yep, this has been my experience after only 10 mins on the phone with dell or hp or even sony and lenovo. I didnt mind going to the apple store, the phone call was full of retardedness. That was pretty bad. I didnt put in the OP the stupidness of the call. Anyway, yeah. Thats that.
Click to expand...

You may just suck at phone calls. I did not have a problem and I had the replacement here the next day.

Tracking number:
Link

jUbrd.png

Called Apple Care: Nov 10, 2011 01:00 PM
Delivered: Nov 11, 2011 10:18 AM


Took 21 hours for a replacement to arrive. Not bad IMO
 
Zaap

Zaap

Diamond Member
Jun 12, 2008
7,162
424
126
Oyeve said:
There are at least 15 large dogs inside. I go up to the "genius" bar after waiting on line for 30 mins and one large dog-shit later...
Click to expand...
Heh. Funny detail. Is this a NYC thing? I've never seen anyone with a dog in any Apple store in LA.

Sounds like the problem may have been with calling Applecare and wasting an hour rather than just going to the store and it merely being 30 mins and you walking out with a replacement. Doesn't sound like the person at the store gave you any hassle. You probably just got a terrible Applecare rep on the phone that spoiled your experience- along with the dog poo!
 
Oyeve

Oyeve

Lifer
Oct 18, 1999
22,071
885
126
Zaap said:
Heh. Funny detail. Is this a NYC thing? I've never seen anyone with a dog in any Apple store in LA.

Sounds like the problem may have been with calling Applecare and wasting an hour rather than just going to the store and it merely being 30 mins and you walking out with a replacement. Doesn't sound like the person at the store gave you any hassle. You probably just got a terrible Applecare rep on the phone that spoiled your experience- along with the dog poo!
Click to expand...


Yeah, NYC is tolerating dogs everywhere. I see them in supermarkets, coffee shops and even on the bus and subway. I dont mind dogs unless its in a store where food is.
 
M

MrX8503

Diamond Member
Oct 23, 2005
4,529
0
0
I lol'd at the dog part. Didn't know NYC allows dogs everywhere, definitely not here in MI.

Anywho, I've never set up an appointment, but if setting one up online may be easier if thats possible.
 
akugami

akugami

Diamond Member
Feb 14, 2005
6,210
2,552
136
Oyeve said:
Yep, this has been my experience after only 10 mins on the phone with dell or hp or even sony and lenovo. I didnt mind going to the apple store, the phone call was full of retardedness. That was pretty bad. I didnt put in the OP the stupidness of the call. Anyway, yeah. Thats that.
Click to expand...

When you deal with customer service, it's luck of the draw. They can train the guys to hell and back but if someone's an idiot, there's no cure for that. In general Apple is pretty good...but you're at the mercy of human nature here.


And I hate dogs inside, or a crap load of them at the entrance of a business.
 
Oyeve

Oyeve

Lifer
Oct 18, 1999
22,071
885
126
Paperlantern said:
Why is this?
Click to expand...

I would think this is self explanitory. I prefer not to have dog hair in my food, potential dog shit where I buy my food, looking at douche-bags who would BRING a dog in the first place that has food, buying vegtables that some dog may have licked or pissed on is not my cup of tea. Its bad enough we have rats and roaches all over, I definately dont need to see the dogs at my food shop. I love dogs and have a great one, but I dont take her everywhere I go.
 
amdhunter

amdhunter

Lifer
May 19, 2003
23,332
249
106
Oyeve said:
So, my macbook pros mag-charger decided to die. I have apple care so hey, no probs right? Wrong. I call 1800myapple, I get the automated bs, revolves around and around, 40mins later I get this "genius" on the phone who rambles and rambles until I literally ter her to please STFU and listen. I explain my dead charger, she asks me for s/n and email and # on apple care box. i have all ready and give it to her, she puts me on hold for another 20 minutes, comes back and says the info I gave her is invalid. I tell her it is not, I have all this crap in front of me so I read it off again, then she goes, OH, I was looking at another callers info. Duh, genius. After I refrain from killing her over the phone she says that the applecare does not cover the charger, I tell he it sure as hell does as I am reading the agreement shich clearly states that it does. She puts me on hold for 10 mins, she starts her apple rambling shit again and again I tell her to STFU. I tell her I am heading to the store to get my adapter.

So, I drive up the the store located on 14th street manhattan. I go into the way overcrowded store. There are at least 15 large dogs inside. I go up to the "genius" bar after waiting on line for 30 mins and one large dog-shit later the "genius" asks me for the same info I gave the "genius" on the phone. I hand over the mbp, the bad adapter and the applecare box and I say look it up yourself as I am tired of repeating all the same info over and over when, if you are true "geniuses" you should be able to pull up all this info from my phone number and email address I have given you 100 times.

I got a replacement adapter at no cost except my sanity. next time I just buy a new adapter. Is it only this retarded in NYC or is the lack of "geniuses" at most apple stores?
Click to expand...

I've been to the West Side and Fifth Avenue stores multiple times and have only had extremely good experiences.

Which one did you go to?
 
Oyeve

Oyeve

Lifer
Oct 18, 1999
22,071
885
126
amdhunter said:
I've been to the West Side and Fifth Avenue stores multiple times and have only had extremely good experiences.

Which one did you go to?
Click to expand...

14th Street west, where the meat-packing district used to be.
 
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