I’ve always found the process for getting a technician or technical support at Apple to be a fair pain in the butt.
When you need to get a problem resolved you want to get it resolved right away… yet you can’t – you need to go online and book an appointment.
Then you need to visit the actual Apple store, wait in line again in order to see a “Genius”.
Sadly while “in line” you witness everyone else with their problems… broken screens, home buttons jammed, power buttons that won’t work, dead speakers, won’t charge, etc.
It doesn’t give customers the best perspective on the “quality” of the products when everyone you’re forced to wait in line with is having tragic issues.
What can you do while you wait?
Well I decided to write a blog post! (so far my wait is 30min) – so glad I booked an appointment!
Ugh… maybe it will get faster when customers are bringing in their broken Beats By Dre headphones 😛
Update: So while I was waiting to get my unit replaced after finally getting to the Genius Bar… a classic case of a broken home button and they can’t just fix that, gotta replace the whole thing!.. oh and it is passed our 12mo warranty period… so… pay up 😦 the poor woman beside me was trying to get her iPhone replaced as there was no way it was going to be fixable. Her issue was a bit more drastic… overnight while she was sleeping her iPhone was charging… that is until the middle of the night when the iPhone/battery short circuited and caught fire! Holy smokes! (pun intended) was she every lucky that she woke up as the parts she brought in in a Ziploc bag had clearly melted under intense internal heat. Luckily just the device melted and herself and her furniture/house were all fine.
I’m sure this was a fluke occurrence and not typical of iPhones but what scared me more was that the technician (once it was plainly obvious this was going to be a “no-point-in-arguing-this-will-be-a-free-replacement” situation)… ran the customer through a “standard” questionnaire to properly file the issue. This “standard” questionnaire included references to “putting the fire out” and “fire truck”… yes “fire truck”!!! (obligatory Bobcat Goldthwait YouTube link) – How many times do fluke occurrences have to happen before they make it into the “standard” questionnaire? 😉