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.