Posts Tagged ‘Genius Bar’
Genius Bar, Part 3
I had a 12:40 appointment for today. I show up at 12:30 and my name is on the board at the top of the list.
I get to the front and the guy is trying to finish up with this young lady. She’s got a MacBook and she’s going to Shanghai for the semester but she is a student at Penn University.
She told me this with a hint of pride. “Penn University.” Big emphasis on the “Penn.” I get it. She’s smart. This theory would be tested shortly.
So the big issue in her life is that she wants to make sure her laptop is running great before she goes over to China. You know, because they only make 90% of the world’s computers over there.
The Tech Guy comes back. “Maam, just to make sure you understand this – the issue with your computer has to do with Adobe, not the computer. You need an authorization code to use this software.”
She’s from Penn University.
“Okay, so are you telling me you can’t help me?”
“I’m telling you that when you bought this software, it came with an authorization key and that’s what the software wants before it runs.”
“I have to have this software for my school, I’m going to Shanghai.”
And…she’s from Penn University.
The Tech Guy is handling this extremely well. I’m very impressed with him. I mean, let’s face it – he can only tell her that she is in the Apple store, not the Adobe store so many times. He writes down the Adobe customer service number for her.
“How did you get that?”
“I just Googled it.”
So he turns to help me and we can both tell that while he has done above and beyond what a normal Tech Guy would do – the Penn student isn’t quite done but she’s at a loss of words. She finally gets up and leaves.
Meanwhile, The Tech Guy rattles through my issue fairly fast. Yes, it’s the sound card on the Logic Board. Yes, it will cost $310 to fix. Yes, it will take 3-5 business days.
I ask – “So is that 3-5 days to get it fixed or looked at then fixed?”
I guess it was my turn to be stupid.
“That’s 3-5 days and we’ll have your laptop to you working as good as new.”
I smiled.
“Happen to have a Fat Tire back there?”
He looked at me a bit weird.
“Never mind…thanks for your help. See ya’ in a few days.”
Genius Bar, Part 2
I’m on my way to the Genius Bar yesterday and I had what I thought was a fit of inspiration.
I have a friend here in town that is a Mac Guru. He had some desktop issues but got it fixed in like 3 days. I called him on my way. He told me about a place called MicroSystems in Aurora.
I head over there. It didn’t open until 10. Which means I have to make a decision – either punt MicroSystems and go to my 9.45 appointment at Apple OR punt the appointment see what MicroSystems has to offer.
I decided to risk MicroSystems. Got online, rescheduled my appointment with the Genius Bar and that’s when the first hint of trouble started. The next available appointment was Thursday (today) after lunch.
No worries. I know that once I hand my laptop over to Apple, it’s gone for at least a week. So the allure of only being down for 3 days….very strong.
Then the doors opened. I met Rick or Roger or Robert. In short…he was a jerk. It wasn’t just what he said…it was how he said it.
“Well, the earliest one of our techs can get to look at your laptop is 5 to 6 days.” (I’m the first customer of the day and it’s hard to believe this guy is already tired and put out. But he is.)
“Okay, so the turn around for fixing it is what … 7 days?”
“No. (Said like – “you stupid idiot) Once we find out what is wrong with it then we ship it out to get it fixed. That alone will take 2 weeks. So, let’s tag your laptop and get it in line.”
“Uhhh…let me get this straight. The earliest you can look at my laptop is in 5 or 6 days and in the meantime it sits on a shelf here in your store? Then I have to wait another two weeks on top of that for it to get fixed?”
Long pause like – “Are you deaf and dumb?” “Yes.”
“Not hardly.”
So I grab my laptop and start packing up and the next line he says is completely how they train their workers because I laughed out loud when he said it.
“Well, we glad to be of service to you, hope you have a great day.” Said in Ben Stein mono-tone.
I froze just looking at him.
“Ummmmm….. I guess I’m supposed to say ‘thank you’ right?”
And I walked out.
Back at the Apple Store, there is a crazy bunch of people. This nice lady walks up to me – “Can I help you, sir?”
So I told her that I had an appointment, canceled it and now was wondering if they had a standby line.
“You can do that but it’s going to be at least an hour and a half, probably 2 hours. Do you live close to here?”
Yes.
“Let me make you an appointment for tomorrow – save you some time.”
Already did that.
She confirmed my appointment, shook my hand and said – “We’ll see you tomorrow.”
I laughed – “You working tomorrow?”
“Yep. I’m the store manager.”
She was working the floor just like everyone else. She had the same uni as the rest of the team. And she was happy to be there.
Now if they only start serving drinks and live music.
Genius Bar Blues
Apple ought to serve alcohol at the Genius Bar. I’m heading there this morning to take my PowerBook G4.
It’s running fast, great but no sound. It’s the sound card only PowerBooks don’t have a sound card. They have a sound section on the motherboard…which means…to get sound, you have to replace the motherboard.
Makes for a great tiny, slim, sleek laptop but a major repair if the sound goes out.
Anyway, I know I’m going to miss my PowerBook for at least a week, the least they could do is let me have a Fat Tire with it before it goes out the door. It’s called a Bar anyway.
Live music would be nice too.
I’ll still be posting and emailing…just on the PoC we’ve got at the office and home.