Apple Store Visit

When one buys so many Apple (Products) they are bound to one day find themselves with a bad Apple (Product). Recently, I’ve had to take my 11" MacBook Air to be serviced as it was still under warranty and had gone to pick it up from the Apple Store in Naperville.

I was in a hurry due to the many things piled on the day’s agenda and thought ‘I got an email that said to drop in at anytime, so it should only be a couple of minutes to pick up my laptop.’

My husband dropped me off at the store so I could rush in and out.

I tell the first employee that I see that I am there to pick up a computer I had serviced. They directed me to a line for Genius Bar checkins.

I then went to the Genius Bar line to tell them that I was there to pick up a laptop and had asked about how long it would take ‘Only a few minutes, please stand over there by the cases’.

I went over and waited.

After seven minutes had gone by and there being no signs of anyone approaching me, I had asked one of the employees near the Genius Bar with a headset about how much longer I would be waiting.

I got a very snotty reply: You have only been waiting seven minutes, it generally takes 10 minutes for a pickup.’

Seven more minutes had passed by, so I had asked about how much longer.

“You are next on the list.”

So about five more minutes pass by when suddenly the woman who was in front of me helping a customer with his iMac asked for me by name.

“Daniel?”

“Yes”

“How are you?”

“OK”

“Here’s your MacBook Air, did you need me to go over anything?”

“No, I’m good”

“Sign here”

“Thanks”

“Have a good day”

The above exchange took maybe 15 seconds and I was out of the store.

My husband was a bit upset because what I had promised would take no longer than 10 minutes had now taken around 20–25 minutes total time.

We were already in a hurry, but the attitude of some of the staff made me even more upset with my visit.

I learned my lesson that I need to account for more of the unknown when it comes to the Apple Store and that I need to give myself more time to work with their process.

Based on the facial expressions of others waiting, it was apparent that the process is broken.

Given the massive increase in the number of Apple users in the past few years and the very very very slow rate of new store openings, it’s easy to see how things can get backed up.

I realized that this was possibly the second time I had walked into an Apple Store this year. The first time was when I dropped off this computer.

So I was a bit frustrated on the way home as we were now late for our other agenda items and wondering how the Genius Bar experiences I’ve had in the past have been so pleasant compared to this latest one.

I’m surprised that I haven’t had the need to stop in a bit more but that speaks more to the quality of the products I’ve owned than anything else.

Even with great products though, they do fail which was what brought me in the first place to the Apple Store.

The entire attitude and culture of the Apple Store has changed, or maybe my expectations have changed. Maybe I’m remembering something that was equally brutal but because of a more pleasant outcome / experience, the contrast is much less extreme than I willing to admit.

When I was finally home and able to check out the MacBook Air, I discovered that the original issue that made me bring it in had not been resolved.

I was even more upset at myself.

I rushed the pick up experience because I was in a hurry and didn’t even bother to check out the machine to make sure there were no problems.

After a very long call to Apple’s support line, I scheduled an appointment on Saturday for them to take another look at the MacBook Air.

As frustrated as I am, I will continue to be an Apple customer, my expectations of their support however, have been adjusted.

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