Comments on: Apple: Genius Bar reps should have known http://5thirtyone.com/archives/430 A personal site by Derek Punsalan sharing personal interests with technology, WordPress, design, and general geekery. Mon, 15 Mar 2010 06:09:12 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Apple News » Confirmed: Apple Stores knew about discoloration warranty coveragehttp://5thirtyone.com/archives/430/comment-page-2#comment-6378 Apple News » Confirmed: Apple Stores knew about discoloration warranty coverage Mon, 04 Sep 2006 04:11:28 +0000 http://5thirtyone.com/archives/430#comment-6378 [...] I spent about an hour on the phone with Apple today. After being passed around through the AppleCare dept, I have learned that Apple Genius Bar reps were aware of the discoloration issue warranty replacement two weeks ago! Why the hell was I repeatedly told that the yellowing was my own doing?! Going in Monday to a local store case # in hand…read more | digg story [...] [...] I spent about an hour on the phone with Apple today. After being passed around through the AppleCare dept, I have learned that Apple Genius Bar reps were aware of the discoloration issue warranty replacement two weeks ago! Why the hell was I repeatedly told that the yellowing was my own doing?! Going in Monday to a local store case # in hand…read more | digg story [...]

]]> By: Is It Possible to Kill Someone over the Phone? at The Design Edenhttp://5thirtyone.com/archives/430/comment-page-2#comment-6349 Is It Possible to Kill Someone over the Phone? at The Design Eden Sun, 03 Sep 2006 16:16:19 +0000 http://5thirtyone.com/archives/430#comment-6349 [...] Now, as many of you have probably read around the net, there are a lot of people having this problem (the discoloration issue) and Apple knew of the issue and was apparently replacing the affected MacBook pieces. However, when I called regarding the issue, Apple Technicians gave me the run around and in the end transfered me to a “Product Specialist”. Now I talked to a “Product Specialist” on 3 separate occasions regarding this discoloration issue, But only one of them actually know what they were talking about. One of them even went so far as to explain to me that I should change my hand soap! It finally came down to me getting someone-what disgruntle with one of the Product Specialist before they said they would fix it. I told them I wasn’t going to take any bullshit about changing my hand soap or something stupid like that. I also made it clear to him that I know people that work at Apple and THEY knew of the issue and had told me that it was a known problem and that Apple would take care of it all I had to do was call them. But I guess the 6 people at Apple that I talked with (3 Apple Techs, and 3 Product Specialists) didn’t get the memo. [...] [...] Now, as many of you have probably read around the net, there are a lot of people having this problem (the discoloration issue) and Apple knew of the issue and was apparently replacing the affected MacBook pieces. However, when I called regarding the issue, Apple Technicians gave me the run around and in the end transfered me to a “Product Specialist”. Now I talked to a “Product Specialist” on 3 separate occasions regarding this discoloration issue, But only one of them actually know what they were talking about. One of them even went so far as to explain to me that I should change my hand soap! It finally came down to me getting someone-what disgruntle with one of the Product Specialist before they said they would fix it. I told them I wasn’t going to take any bullshit about changing my hand soap or something stupid like that. I also made it clear to him that I know people that work at Apple and THEY knew of the issue and had told me that it was a known problem and that Apple would take care of it all I had to do was call them. But I guess the 6 people at Apple that I talked with (3 Apple Techs, and 3 Product Specialists) didn’t get the memo. [...]

]]> By: Derekhttp://5thirtyone.com/archives/430/comment-page-2#comment-5065 Derek Tue, 18 Jul 2006 06:07:45 +0000 http://5thirtyone.com/archives/430#comment-5065 I discovered that the trick is feeding the trolls just enough, and then leaving them be to mingle with the rest. Kind of like when you feed the ducks at the pond. You don't want to go overboard otherwise the geese will come out and start nipping at your fingers. I discovered that the trick is feeding the trolls just enough, and then leaving them be to mingle with the rest. Kind of like when you feed the ducks at the pond. You don’t want to go overboard otherwise the geese will come out and start nipping at your fingers.

]]> By: Ryanhttp://5thirtyone.com/archives/430/comment-page-2#comment-5063 Ryan Tue, 18 Jul 2006 04:31:28 +0000 http://5thirtyone.com/archives/430#comment-5063 I am floored by the trolls around here! People calling OSX 'snobby' and generally insulting it?... This post was about a macbook discoloration issue (mine doesn't have the problem! woot!) not the OS... And it's obvious these people haven't even USED the OS.It's one thing to be a fanboy because you're a FAN but quite another because you're ignorant of other options. People who use windows and insult osx is like someone driving around in a civic and insulting bmw's because "they come in gay colors (like red, and blue... and... uhm, black, and stuff) and cost so much!"... Gimme a break.Great post, glad you're getting it fixed and I'm glad I don't have the issue! :)One guy thought that Apple is a 'monopoly' obviously not up to speed on what the word means. Another recommended a Dell!!! LOL! I am floored by the trolls around here! People calling OSX ’snobby’ and generally insulting it?… This post was about a macbook discoloration issue (mine doesn’t have the problem! woot!) not the OS… And it’s obvious these people haven’t even USED the OS.

It’s one thing to be a fanboy because you’re a FAN but quite another because you’re ignorant of other options. People who use windows and insult osx is like someone driving around in a civic and insulting bmw’s because “they come in gay colors (like red, and blue… and… uhm, black, and stuff) and cost so much!”… Gimme a break.

Great post, glad you’re getting it fixed and I’m glad I don’t have the issue! :)

One guy thought that Apple is a ‘monopoly’ obviously not up to speed on what the word means. Another recommended a Dell!!! LOL!

]]> By: Derekhttp://5thirtyone.com/archives/430/comment-page-2#comment-4303 Derek Fri, 07 Jul 2006 06:11:14 +0000 http://5thirtyone.com/archives/430#comment-4303 Oh I am being realistic. Realistic enough to know that if the part is not in stock, it can be ordered. When those parts do arrive, I was informed that the replacement would be done same day. Follow-up post tomorrow with the results of today's visit. Oh I am being realistic. Realistic enough to know that if the part is not in stock, it can be ordered. When those parts do arrive, I was informed that the replacement would be done same day. Follow-up post tomorrow with the results of today’s visit.

]]> By: In the hands of Geniuses. at Carbonite Lifehttp://5thirtyone.com/archives/430/comment-page-2#comment-4301 In the hands of Geniuses. at Carbonite Life Fri, 07 Jul 2006 06:07:23 +0000 http://5thirtyone.com/archives/430#comment-4301 [...] Don’t you think that Apple Quality Control has gone down the past few years. Post this!These icons link to social bookmarking sites where readers can share and discover new web pages. [...] [...] Don’t you think that Apple Quality Control has gone down the past few years. Post this!These icons link to social bookmarking sites where readers can share and discover new web pages. [...]

]]> By: JRhttp://5thirtyone.com/archives/430/comment-page-2#comment-4300 JR Fri, 07 Jul 2006 06:05:16 +0000 http://5thirtyone.com/archives/430#comment-4300 Derek. Good luck showing up and expecting your top case to be replaced same day. I went to my local Apple Store recently to see if it was possible to get a spare battery for the MacBook and there weren't any. Considering that is a part which customers would gladly pay for if possible but which was not on the shelf, I doubt your local Apple Store is expecting many people to need a part fixed within months of a new product announcement. It is understandable that you are upset if something you purchased hasn't performed as you expected, but if go into a store and shout "jump" the Geniuses should do so when they believe it is appropriate to do so. Even if they had the part do you expect them to open up the computer right in front of you? I took the top case off my old PowerBook and it's a bitch and not something you should expect same day, nor should you expect any repair which involves disassembling the computer to be completed same day. What about the guy that came in the day before you with the same problem and is waiting to get his top case replaced?.... Just food for thought. It would be cool if you did get the part replaced same day, but do you really expect this to happen? If you've worked in the service industry before, hopefully you'll have more realistic expectations. Derek. Good luck showing up and expecting your top case to be replaced same day. I went to my local Apple Store recently to see if it was possible to get a spare battery for the MacBook and there weren’t any. Considering that is a part which customers would gladly pay for if possible but which was not on the shelf, I doubt your local Apple Store is expecting many people to need a part fixed within months of a new product announcement. It is understandable that you are upset if something you purchased hasn’t performed as you expected, but if go into a store and shout “jump” the Geniuses should do so when they believe it is appropriate to do so. Even if they had the part do you expect them to open up the computer right in front of you? I took the top case off my old PowerBook and it’s a bitch and not something you should expect same day, nor should you expect any repair which involves disassembling the computer to be completed same day. What about the guy that came in the day before you with the same problem and is waiting to get his top case replaced?…. Just food for thought. It would be cool if you did get the part replaced same day, but do you really expect this to happen? If you’ve worked in the service industry before, hopefully you’ll have more realistic expectations.

]]> By: Matthttp://5thirtyone.com/archives/430/comment-page-2#comment-4065 Matt Mon, 03 Jul 2006 05:56:35 +0000 http://5thirtyone.com/archives/430#comment-4065 I own an iBook and have unfortunately undergone a long series of issues with it. I have gotten by far the best results using a tip someone else sent me:When you're having issues that a Mac Genius or AppleCare Specialist can't seem to help you with, CALL (408) 996-xxxx [removed for possible abuse - email for inquiries] AND ASK FOR "CUSTOMER RELATIONS." This is your direct line to support in Cupertino... NOT another AppleCare rep. Politely explain your issue and they'll give you a case number and an extention code incase you need to call back.The person on the other end of the phone is authorised to do just about anything they deem neccessary to resolve the issue. I purchased my iBook used and unfortunately encountered countless logic board issues, backlight issues, power supply issues... the list went on and on. In half an hour Customer Relations had shipped a replacement iBook G4 that was probably a $500 upgrade, plus, they restored my faith in Apple's customer care. I own an iBook and have unfortunately undergone a long series of issues with it. I have gotten by far the best results using a tip someone else sent me:

When you’re having issues that a Mac Genius or AppleCare Specialist can’t seem to help you with, CALL (408) 996-xxxx [removed for possible abuse - email for inquiries] AND ASK FOR “CUSTOMER RELATIONS.” This is your direct line to support in Cupertino… NOT another AppleCare rep. Politely explain your issue and they’ll give you a case number and an extention code incase you need to call back.

The person on the other end of the phone is authorised to do just about anything they deem neccessary to resolve the issue. I purchased my iBook used and unfortunately encountered countless logic board issues, backlight issues, power supply issues… the list went on and on. In half an hour Customer Relations had shipped a replacement iBook G4 that was probably a $500 upgrade, plus, they restored my faith in Apple’s customer care.

]]> By: Derekhttp://5thirtyone.com/archives/430/comment-page-1#comment-4054 Derek Mon, 03 Jul 2006 03:35:10 +0000 http://5thirtyone.com/archives/430#comment-4054 [quote comment="4028"]Apple has had their run of problems but overall they always receive high marks for quality and design. [...] You don't hear that much about PC laptap manufacturers because its the norm for the things to break [...].[/quote]Agreed. ;) [quote comment="4028"]Apple has had their run of problems but overall they always receive high marks for quality and design. [...] You don’t hear that much about PC laptap manufacturers because its the norm for the things to break [...].[/quote]

Agreed. ;)

]]> By: AppleDefects.com » Applecare Phone Reps: Not so genius. - Apple Defects, Defective Apple Products, MacBook runs hot, MacBook CPU Whine, iPod Scratches, dead pixels on my iMachttp://5thirtyone.com/archives/430/comment-page-1#comment-4053 AppleDefects.com » Applecare Phone Reps: Not so genius. - Apple Defects, Defective Apple Products, MacBook runs hot, MacBook CPU Whine, iPod Scratches, dead pixels on my iMac Mon, 03 Jul 2006 03:27:42 +0000 http://5thirtyone.com/archives/430#comment-4053 [...] 5thirtyone.com5thirtyone has a nice little piece on a very typical telephone conversation with Applecare.  In my personal experience the first person you talk to on the phone when calling Applecare is generally useless.  When calling Applecare your goal should always be to talk to a “Product Specialist”. Who wouldnt want to be talking to someone who specializes in your product? [...] [...] 5thirtyone.com5thirtyone has a nice little piece on a very typical telephone conversation with Applecare.  In my personal experience the first person you talk to on the phone when calling Applecare is generally useless.  When calling Applecare your goal should always be to talk to a “Product Specialist”. Who wouldnt want to be talking to someone who specializes in your product? [...]

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