I saw this video some time ago from Seth Godin – This is broken and my experience with Apple made me think of it. If you have 20 minutes the video is worth watching. The Genius Bar was a great concept when apple just had laptops and ipods etc. Since they have added the iPhone this system is broken. Last week my wife’s iPhone had an issue so I went online to set up an appointment. None were available so I went to store to get on standby. 2 hours later I was seen and given a replacement. I thought wasted 2 hours, but my wife is happy. Well as soon as I got home the new phone had issues. Store is closed now so I get to again tomorrow on Sunday. Of course there are no appointments available. So I figure no way they would make we wait again since they gave me a bad replacement phone. 2 hours later I get another replacement phone.
Everything fixed. Well try again. So on Monday the new replacement locks up again. So I go online again to set up an appointment. Once again, the Genius Bar does not have one appointment available. This is the page I get.
So this is going to be my third trip to the store with no appointment.
I am pretty easy going person and understand things happen. I am also a big believer in customer service and stress that at AccuConference. I have many issues with this situation, but it could have been handled much better and could have been a happy customer. At the moment I am not and my main issue with process is when you go to the store and up to the Genius Bar, they have the least number of employees working it. I look around in the store and see 5 or 6 other colored shirts standing around. I’m done and the Genius Bar is broken.
