Quote:
Originally Posted by jwasbury
Hmmm...
Apple store service at the NYC store sux balls. It might be ok when you're buying something new. But for after sales support, you have to make an appointment at the "genius bar" and its a PITA. They also won't just sell you repair parts. The SuperDrive in my wife's MacBook took a dump (2nd one to do so) and I just wanted to buy a new one and install myself. Nope, "sorry we don't sell parts, you have to make an appointment at the genius bar," said the drone in the red apple store shirt. Apple also couldn't seem to get its act together to ship a replacement battery that my wife ordered online. She ended up getting faster satisfaction from an aftermarket supplier.
I like the products (on my iPad right now, use iTunes, apple tv, etc), but for us the after sale service has been poor.
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Apple have not sold repair parts or authorized 3rd party repair facilities since the 90's, well before they opened their first retail store.
I deal with the public/our customers all the time. Customers suck, they will break their **** and then blame and lambast you.
So if possible you don't let them tarnish your brand because of their own stupidity.
If you understand how Apple operate their stores they are cake to deal with.
Genius Bar appointments can be made online, you can pick the day and time that you will show up and reserve your spot, minimal to no wait.
Genius Bar appointments are not even necessary if you can leave your device. The first table of PC's inside the front door are self check in for service. Walk up to one, enter your info, hand the hardware off to an employee and leave. They'll call you when it's fixed and you go pick it up.
There's a reason Apples customer service rating is the highest in the industry.