Apple Store: Not about the hardware or experience

Recently, a friend and I dropped in at the local Apple Store (University Village) due to a minor mishap with her older G4 iBook. Somehow, the magnetic latch had managed to find itself slighty misaligned which prevented the cover from locking properly. We figured it wouldn’t hurt to take a few minutes to drop in and see what what type of professional recommendation(s) we might garner from the “knowledgeable” Apple staff.

Based off of past experience, Apple Store employees are generally some of the nicest individuals in the retail industry. Despite having to cater to the needs of fresh [Windows / OSX] converts, Apple employees are an overall happy crowd. I would be hard pressed to find individuals who think otherwise.

Immediately after entering, I scanned the vicinity for the same gentlemen who happened to help me the previous day with a damaged key. Without hesitating, and minus the usual “please make a reservation at the Genius Bar”, the key was retrieved from the backroom and promptly replaced. Service. No suprise that I would seek out this same individual for “professional advice”. Luckily, I happened to see him behind the Genius Bar which happened to be completely empty (despite Apple’s online registration reporting heavy traffic). I quickly explained the problem and pointed out the misaligned latch.

Apparently, the second gentlemen – hereafter referred to as ‘Bob’ – to our left felt the need to point out the Apple mod that I had done a few months back. Interrupting the first gentlemen I was speaking to, Bob spits out a “would you look at that logo” in a sarcastic tone. Bob then informed us that opening the case automatically voided the warranty. [Bob exits stage left to help a different customer.]

Stop… Deep breath. Relax.

Thanks Bob. That wasn’t what we came in for. What happened to caring about a users overall “Apple Experience” before dumping the “warranty” violation? Maybe something along the lines of “repairing the latch generally costs $xx.xx”. We would have been more than willing to front the repair fees.

What happened to the Apple love? The entire car ride home that sarcastic voice continued to replay itself in my mind. Fortunately, the voices disappeared as I removed the cover, repositioned the latch module, and resealed in about five minutes. I guess I must have voided the iBooks warranty again?

Discuss - 11 Comments

  1. Don says:

    It’s not the “apple love”. It’s just the stupid unprofessional jerk who talked to you. Apple should fire people like him. You can send a note to Apple and complain about how you were treated. Maybe… just maybe, something will be done about it.

  2. Jenn says:

    The Apple Love is still there, I think, but it’s either they’re getting tired/abused/fed-up to the point of turning into the ‘Bob’-monster or ‘Bob’ hopped on the Apple-wagon after Apple became a big hit with their products and didn’t really have the “love”. Hard to tell because Apple’s so big now, their sales/service people really don’t NEED to sell their products and woo the PC user. I hope it’s not a growing trend.

    I love the apple mod for the cover. It’s something to think about now, for my iBook.

  3. Gary says:

    You left out the middle of the story. What happened after Bob made the comment? Did the first Genius suggest a remedy or cost?

  4. Derek says:

    [quote comment=”1693″]You left out the middle of the story. What happened after Bob made the comment? Did the first Genius suggest a remedy or cost?[/quote]

    I guess I did leave out the end of the story. The kinder Apple rep – who I had spoken to the previous day – did indeed recommend setting up a date on a later day to leave the computer.

    The emphasis of the story is on the ‘Bob’ character who interrupted our conversation with a sly tone of voice then walking away. No interest was in the problem we were requesting help with. The fact of the matter is that ‘Bob’ waited for just the right opportunity to chime in as my friend and I noticed him staring at the cover the entire time I was explaining the issue.

  5. Dustin says:

    Apple tried the same shit with me. I bought a MacBook Pro (15 inch) and had trouble with my Linksys router that is hooked up to my PC desktop, so I called up Apple and they were going to help me out until I told them I wasn’t using their Airport router or whatever it’s called, so I was basically on my own after that. Luckly I figured out the problem and fixed it myself. I pay over 2000 dollars for a computer from them and they can’t just help me out a little bit even though I don’t have their stupid brand of router? Bullshit.

  6. AnonEmployee says:

    That’s too bad the way you were treated. You have to remember though that that’s one person and not necessarily the view of the entire company. It would be impossible and unrealistic to expect that every single Apple employee would always be in a super cheery mood. Regardless, I recommend that you email the store at their address, usually and explain what happened. While the person obviously isn’t going to be fired, I can tell you that most managers will follow up and give that person feedback on it at least. Rest assured, emailing a store does not go unheard.

  7. Josh says:

    That’s funny. I was just at the U-Village the other day and stopped by the Apple store to drool over some beautiful Macs, and they all seemed very nice. But probably only cause I was hinting around that I might buy a Macbook.

  8. Anshul says:

    This doesnt sound so good for a person like me who just bought a macbook pro 15 inch and switched from windows. I hope I do not run into apple reps like Bob.

  9. poldo says:

    Ya’ll still lucky, I guess, because here, we ain’t got no support of any kind. 🙁

  10. […] Finally, I killed some time in a local Apple Store running Windows XP. A store rep asked if it was absolutely necessary I do so at that very moment [bad luck]. What?! You guys should have a machine setup in the corner just to “brag” dammit! Footing the bill […]

  11. M. Kirushin-0 says:

    I had a very bad shopping experience at the Apple Store in Pleasanton, CA. Long story short- I got the run around with the return policy. The store manager, Michael Robertson, was not very helpful and was very snooty.