Joshua’s MacBook was splitting along one side—you could push it back together, but after a few minutes it would start to separate again. When Joshua, who has Asperger syndrome, tried to get it repaired at his local Apple Store, he ran into all sorts of problems. First there was a two-hour wait to see an expert, then an assistant manager walked up and said, “I’ve seen you in here a lot with that laptop, what’s wrong?” Joshua explained, and pointed out that he had a meeting to attend that evening and needed his laptop to take notes, so he was hoping to have it looked at in person.
“I’m sorry if I seem on edge or anything, I just…. I’m born with this”… The assistant manager then says “It’s okay. It’s the Monday before a full moon. There will be plenty more freaks like you before close“. And tells me to calm down.
Here’s the full letter, or skip to the summary below if you’re impatient:
Mr. Jobs,I’m writing this to you understanding that this will probably never see your desk.
I’ve called to file a complaint, but was told “don’t worry, it’s a misunderstanding”. Let me tell you my story, Mr. Jobs. Maybe you’ll be able to help me.
Since the IIe I’ve loved your computers, as a person with autism they never failed me. I’ve been able to lean on them and they’ve come through. Applecare has always made it so I had my equipment when and where I needed it. So I had no hesitance buying a macbook 6 months ago. I love Tiger, and now leopard. However 2 months ago, my “top case” cracked. Where your palms rest for your mouse and such. I was told “I hold my computer wrong”, but they’d replace it for free. I felt insulted that holding my computer wrong was even ABLE to be told to me, though I do hold it in a briefcase. I figured little of it, and moved on. Maybe I caught someone on a bad day. Plus a small smudge on the glimmering history of my customer service, its eventually to be expected.
Tonight, Sir, I was affronted and insulted. The left side of the seam of my laptop came apart. I tried pushing it back together myself. Hoping I could “resnap” the topcase. It sticks for a few minutes then comes back apart. (recent airport card problems have accompanied it and has connection issues but I let them slide.) This is the 3rd time it’s been looked at for this swelling/crack. After a while, it’s a concern. I figured the extreme heat may have caused the battery to swell. No big deal, Apple has an immaculate replacement record, and something has to be able to be negotiated. I unplugged it to let it cool. I immediately went to my nearest apple store. Easton Town Center, Columbus Ohio.
Upon getting there, I walk in and find the walk in wait will be 2 hours. I’m an attendant of a local Aspergers Syndrome club,(My autism), so I told them I could wait if it meant I still got there on time. They assured me they would. And just that time the assistant manager walks by, and says “i’ve seen you in here a lot with that laptop, whats wrong”. I explain to him that I’m upset that my laptop keeps having this problem, last time it took 2 weeks to fix, and all i’m doing is trying to get seen if I have to wait another 2 weeks to get my computer seen. I go on to explain, I take notes at our Asperger Syndrome (AS/HFA) meetings, and that, I email those out. As one could understand, people with OCD would be unhappy. I say.. “I’m sorry if I seem on edge or anything, I just…. i’m born with this”… The assistant manager then says “It’s okay. It’s the monday before a full moon. There will be plenty more freaks like you before close”. And tells me to calm down. He then presses my case, bends it and hands it to the Tech guy. The Apple Genius at the bar, then takes me off the list… and starts serving other people… 30 minutes later, he asks if I’ve been helped. In which case.. I let him know that he’s taken me off the standby and reservation lists. He says he’ll “see me because he’s nice”… proceeds to see the gap in my case and says.. “its just within spec… I can’t help you. Sorry”. After EVERYTHING I’d just been through… He wouldn’t help me, and even SAW the gap in my case and the manager press it, and watched it slowly seperate.
Needless to say, I brought my laptop home. I called Apple Help and filed a complaint. I was told.. “What the manager said is a misunderstanding”. Which, excuse me sir, I’ve been labeled and called names my whole life. There are mistakes, and there is that. Thats the same level of Rush Limbaugh commenting on Donovan McNabb being a Black QB. It’s the same as Roger Imus and the rutgers female basketball team. I was insulted when I’d explained my disablity Mr. Jobs. I love your computers, but I will never attend that store again. Never sir, as I could never look someone so intolerant in the face, ever again.
As for my computer? I can “Ship it off” and see it researched, as I still havent gotten it looked at. I end up losing my computer for weeks, after the 2nd time the case has cracked due to “swelling”. Please Help, as I simply can’t just lose my laptop. I can’t… deal with every month and a half having my top case separate. You’re the only company in the world, I depend on for quality. It means a lot to my syndrome, and to my daily life to have a computer I can count on. If it means I need a MacBook Pro, then so be it. I’ll upgrade to titanium if I can ever afford it.
Summary: This laptop has had manufacturing problems before. At one point the area around the trackpad cracked, and although it was repaired the Mac people told him that he was holding his laptop wrong. This time around, after another 30 minute delay, the Apple genius tells him the laptop is “just within spec” and that he can’t do anything about it. Joshua’s been an Apple customer since the IIe and contacted Apple to complain, where he was told what the manager said was simply a “misunderstanding.”
Luckily this ends on a better note. Joshua emailed “sjobs” and heard back:
Within 12 hours I got a call, an apology, and due to my disability they are letting me into the Easton store before it opens, so I can swap my computer out for an upgrade due to the hardship I’ve endured. I will say one thing for Apple, their corporate is every bit the nice and understanding company they claim to be.
(Thanks to Joshua!)
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@nequam: Not having an audio recording to judge my, my instinct is to believe this is the right interpretation. People are overly sensitive these days.
The manager’s joke was undoubtedly tacky, but this dude’s “I am a persecuted minority” act is fucking obnoxious. As someone who struggled with real autism as a child and knows many other people who weren’t as lucky as I, the way this guy appears to have built his entire identity around this (extremely low-level) condition is really annoying and not a little insulting.
It doesn’t help matters that Asperger’s is one of those conditions that awkward internet people love to self-diagnose in order to justify their awkwardness: “It’s not my fault I’m antisocial and weird, it’s MY AUTISM.” Who knows if this guy even has it?
Way to go!
P.S.: Who is Rodger Imus? Maybe I should ask Don.
Everybody’s sensitive. Geez.
@Transuranic: Dude, i’m autistic (“low functioning!” yeaah! as in i spent my childhood in special ed!) and i would know well the difference between “freaks” when delivered lovingly and “freaks” when meant cruelly.
Many Apple Store employees seem to think the popularity of their place gives them license to be jerks to certain people. It’s not just true of Apple, of course, but they’re one of the more pervasive examples. Many Apple Store employees are awesome hoopy froods who can work with the crazy masses with ease. Some can’t and probably shouldn’t be in customer-facing positions.
Oh, get over yourself.
Wow, thats the Apple I bought my Ipod at.
As a person with AS I deamnd this jerk be fired.
>Thats the same level of Rush Limbaugh commenting on >Donovan McNabb being a Black QB. It’s the same as Roger Imus and the rutgers female basketball team.
Oh so its really not a big deal then?
Yeah regardless of whetehr or not the manager understood what his disability was, any intelligent manager would hear the words, “I was born with this,” and know that some type of disability is being referenced. And who in customer service, in their right mind, would call a customer a freak to their face?!? There are customers who would really go all freakzoid at that type of comment.
Not to mention, that IMO, it’s not that hard to spot when someone has Aspergers…the characteristics are there, and even without this gentleman saying anything, it wouldn’t have been hard to pick up.
@Rectilinear Propagation: So because I take notes at Asperger’s meetings, that means I have Asperger’s?
Also, I’m born with something that makes me impatient as well. That shouldn’t make you think I have Asperger’s.
If the guy had been waiting there for a long time, that probably means the store was busy. If the store was busy, that probably means the manager was all over the place. Meaning he’s not going to hang on every word this guy says…I don’t know about you, but when I’ve had stuff to deal with, I’m only paying attention to what’s relevant to the task at hand. He uses it to take notes. Got it. What meetings he’s going to and what he’s using it to take notes for? Not listening. Not relevant. In this case, those details were only MADE relevant after the manager (probably) misspoke.
@polyeaster: Actually, Asperger’s is pretty hard to spot, as there aren’t many uniform characteristics (it’s not like Down’s, folks!) and many people live their lives without even being diagnosed.
I am disgusted by this manager’s comments. I just bought an iPod at this same store yesterday and am tempted to return it. Unbelieveable.
Props to Apple for stepping in and making it right.
@youbastid: Actually, that’s pretty on the ball, I think. I also wondered whether one had to have Asperger’s to be in a group. I might be wrong, but I don’t think h specifically mentioned that he had Aspergers.
I knew a girl in college who I suspected might have had Aspergers, but I was incredibly surprised to see her Facebook profile and see the list of TV shows she liked…she never discussed them to me or anyone we knew, and she was very socially awkward. But the girl was also sheltered, so that might’ve been a reason too. I suspect that if you just give the girl a decent haircut and show kindless, a lot of people outgrow their awkwardness. With Aspergeers, it is a form of autism but it can be handled once properly diagnosed. Social awkwardness doesn’t mean you’ve got Asperger’s Syndrome though.
At first I thought that this manager should be fired but that is too good for this asshole. The guy is so typical of people in the retail industry; customers are the enemy and the store would be better off if the customers didn’t bug the elite people that have to come into the stores and work. Better screening of job applicants and a greater (and on-going) investment in training would result in huge payoffs for the company. There are several businesses that I won’t patronize because of the attitude of the salespeople. Apple is lucky that Joshua didn’t have a video of this encounter; the only thing the jury would have to debate is the size of the payout to the plaintiff.
So because I take notes at Asperger’s meetings, that means I have Asperger’s?
@youbastid: Then what was he referring to when he said “I was born with this?”
Not to defend an idiotic statement, but, as someone who consistently puts her foot in her mouth, I can see how the manager may not have been as much of a total boob as he comes across. Many people are not familiar with Asperger’s syndrome and would certainly not recognize the physical characteristics of it. Even if someone mentioned that they were at an “Asperger’s meeting,” an uninformed person may not put that together with a disability. The manager may have said the freaks comment as a joke, thinking that this fellow was completely normal, just particular, and poking fun at him in a friendly way. Of course, alot of it is delivery.
i think youre reading to much into how he meant “freaks.” he most likely meant “mac freak”. lighten up.
See, now this is horrid customer service from an Apple Store that needs to be addressed by corporate — and they did right by the customer in this case.
Unlike that little girl from a few months back who lied about cracking the screen on her MacBook and threw a tantrum when she was called on it.
@Rectilinear Propagation: Did you read the second sentence that I wrote, or only the first?
“As one could understand, people with OCD would be unhappy.”
WTF does that mean? Someone with OCD would make sure they hold their laptop perfectly or wolves will eat their family (before you get mad, I have OCD, and it’s a joke).
I think the manager was making a joke and this guy got a little upset, but if it gets him a free laptop, awesome.
In terms of the actual defect, this has been an issue since the Macbook debuted. They usually develop crack at the edge of the palm rest. If the top case is replaced and not put back on properly by the Mac Genius, you usually end up with a visible seam. We replaced a ton of these when I was a Mac Genius. I can’t believe Apple has yet to correct the issue. Quality control really is heading down the toilet.
@mammalpants: I’m pretty sure that Apple Corporate wouldn’t be happy if one of their Managers called Mac Users “Mac Freaks” or “Freaks” in general.
Kudos to Apple for their corporate response. I actually am a Mac user with Asperger’s, and I try to self-advocate… if Apple didn’t do the right thing, I might have switched to a PC once my Macs pooped out.
Tunrs out I had a similar experience with Macy’s… but it wasn’t as good.
At their Fort Wayne store, I applied for a position at their fragrance counter, as I have a deep knowledge of fragrances (probably more than some of their other employees). They never contacted me back for an interview, despite their promise, so I mailed a letter to the Macy’s Midwest division. They did investigate, and found problems, but they didn’t re-offer me an interview, as “hiring season was over”.
Not surprisingly, I’m not spending a single cent at that particular Macy’s again. I’m already prepared… I switched my clothing dollars to JCPenney long ago, before this incident. The fragrance counter at Macy’s was the only saving grace, and once Sephora opens up here (which is rumored to happen sometime this year), I won’t have to visit their lousy store again.
@youbastid: I misunderstood you. I thought you were trying to say he didn’t imply that anything was wrong with him at all. What you meant was that he only implied he had the OCD.
I’m not sure how this makes calling him a freak any better though.
What a maroon. You don’t call customers freaks in any context or alternative meaning. Even if you didn’t mean it in a derogatory way it is too easily mis-construed.
@Rectilinear Propagation: OCD? What? I don’t think he necessarily implied either.
there are alays a few bad apples (no pun intended) in the barrel, but when they are “Managers” it makes things worse, great to hear that Apple the company came tru for you though.
Honestly, I think that most computer store employees would be used to working with many, many people who have behaviors similar to symptoms of Asperger’s Syndrome. The manager, not paying close attention, may have thought that Joshua was just making a vague joke at his own expense, so the manager joined in. Possibly.
.
That said, even when I joke around about my own neuroses, I don’t expect anyone to agree with me and join in. They can laugh, but don’t pile on. Duh.
@Jordan Golson: even if he said you folks instead of you freaks, it’s still bad form. The guy just said he had a condition and then the Apple guy turns and says that? Unacceptable.
@mammalpants: then why would the full moon have anything to do with it?
Cheers on the smart reaction from Apple Corporate.
I can easily see where this was meant as some harmless play by the manager, but either way, Corporate did the right thing here.
Kudos to Apple for apologizing (whether or not it was really required) and for making sure he had a comfortable way to fix the problem.
Flat out, the manager was out of line with his comment. Professionalism was lacking throughout the store. Joshua was fishing for sympathy and extra consideration when he broached the subject of his Asperger’s. He could have just said he had an important meeting to get to and left it at that. If he hadn’t brought up the subject of a syndrome, the manager probably wouldn’t have thought to utter the word ‘freak’.
@MAMMALPANTS – Unless you were present or you are the manager, your comment is irrelevant. Based on Joshua’s account, the manager called him a freak, not a “Mac freak”, but a freak. While the term can be taken in many positive ways, it would be illogical to take the jibe as anything other than an insult – especially with the topic of disability lacing the interaction. [If we knew what was said prior and after the quote, we might have a basis for saying the manager was kidding around.]
As a full-time third-level IT support analyst, I know that the “computer business” seems to attract individuals with Asperger’s. Wouldn’t it be funny if the manager was obnoxious because he himself had undiagnosed Asperger’s?
@disavow:
Thank you for pointing out that awesome typo.
@TinkishDelight: Right to the core of the matter, nice!
One thing: Can we stop calling them “Mac Geniuses,” please? Even if that IS the title?
Nothing irritates me more than people using the word “Genius” to describe someone who has some tiny bit of knowledge that is unknown to them.
You don’t call the guy who works on your car a “Ford Genius,” do you? Is the guy who fixes your sink a “Draino Genius”?
It really denigrates the true ‘geniuses’ of history when you call someone who happened to read a book and buy some tools a ‘genius.’
as an aspie i find this is reprehensible. even if it was made in jest this manager needs to learn that it’s only funny if the person you say it to agrees.. if i say a racist joke (say a joke about african americans, to an african american) and say it’s a joke, but they don’t read it such, can i claim i’m not a racist?
it’s the same here – the OP took it as an insult so as far as i am concerned it is
I think this is similar to the whole, “We can say the ‘N’ word because we’re black, but you can’t because you’re white.” Hear me out for a minute. I use a wheelchair and within my circle of wheelchair friends we refer to each other as ‘gimps’ or ‘quads’ or even ‘freaks’ and it’s okay. But outside that circle some people take offense to those same words regardless of the intent.
I personally don’t care because I understand (hopefully) the intent behind what someone is saying. Many people do not, however, which is why I think it’s important to know who you are talking to before you walk the fine line between being cordially humorous and potentially offensive.
@Tejas: Tejas, I am just curious that if someone without Aspergers called you ‘Aspie’ would you be offended?
I ask because you referred to yourself using that word in a casual way like it would be okay if we all called you an ‘Aspie.’
See my immediate previous post for my thoughts about the whole label issue.
This has more to do with getting good Apple laptop support — the best thing I ever did was discover a non-Apple store in the Boston area that is certified to repair Apple systems under warantee or via AppleCare agreements.
Why does this matter? If you take your laptop to an Apple store and it needs “real” work then they have to ship your laptop off to some remote service depot. Even for the smallest possible repair work you are still going to be without your laptop for several consecutive days and possibly a week or more.
The non-Apple store takes the opposite approach — your laptop stays at the store and the *replacement parts* are Fedex-ed in.
The end result is that your system is often fixed and ready to be picked up the same day that the part was shipped in.
When my laptop screen was damaged I took it to the non-Apple store at around 2pm. They diagnosed the break; ordered the part for early-AM next day delivery and my laptop was repaired and ready for pickup at 4pm the next day.
So:
– local Apple service: 24 hour turnaround; laptop never left Boston
– Apple store service: 5-10 day turnaround; laptop goes on a round-trip shipping journey
I don’t want to be a shill but maybe I should name the company. The one I use is TechSuperPowers on Newbury Street in Boston. Shops like this do the same officially sanctioned repairs as the Apple stores but with an order of magnitude faster turnaround time. I bet there are similar stores that can do official AppleCare service elsewhere.
My $.02 as always…
@youbastid: Yeah. Asberger’s syndrome can just come off as someone who’s really awkward. The syndrome effects their ability to pick up on social nuances and things.
I’m pretty sure that the manager was just joking around, but it was still a dumb comment. Because of their condition, many aspergers’s sufferers have to deal with people calling them freaks all the time. And the syndrome makes it hard to pick up on nuanced, sarcastic humor like that.
The manager was in the wrong, but I think was a simple case of saying the wrong thing to the wrong person.
Apples response is nice, but I’m extremely disappointed that one of two things didn’t happen, one being a PERSONAL APOLOGY from the store manager, either that or a corporate reprimand, and depending on the managers response i would go so far as to say his firing. This ABSOLUTELY UNACCEPTABLE! not from Apple or from Anyone. Shame on Apple for not being more consumer conscience and holding the manager accountable for his miserable comment.
Problem is most people with Aspergers and other autism spectrum disorders do not necessarily get jokes that are generalized and attempting to add levity. It is actually one of the possible symptom sets.
So, while the normal person would have laughed saying, “hah! Yah, I’ll bet.” A person with autism will take it personally and assume that the comment was directed at them in a hurtful and sadistic manner.
Joshua – It is good to be open about your condition, but it is also possible to be too open. Despite the media, most people have not heard of Aspergers. On the other hand, many have heard of Autism, but most [including many people with Aspergers or Autism] do not understand it.
The hardest thing to learn is to think, “Gosh, did he mean that as an attack on me? Maybe, but if I laugh at it, it becomes a joke,” and to follow it with a laugh or wry statement. If you really feel like he was attacking you personally, speak up and ask him, “Er.. you mean freaks as generalized joke bout full moons or are you calling me a freak…?” And ask it calmly. Most people will latch onto the easy out of a joke – and you should too. It makes everyones lives easier, including your own.
@chrisdag:
As a rule, any store that sells Apple products (of which there are few) AND has a service center (fewer) will be an Apple ASP.
@chrisdag: Local Apple VAR’s and service centers can be great. Just be careful about parts availability. I have had an issue with a great shop had to keep one of my Macs for a long time because they could not get the part from Apple. I wonder if i would have taken it directly to Apple things would have moved faster.
@Transuranic:Even if it was with a wink… it is unlikely that the author would have seen it as aspies do not like to look people in the eyes… it’s most uncomfortable for us.
@maztec: As m4ximusprim3 and Hexychick already pointed out IT DOES NOT MATTER HOW HE MEANT IT NOR WHETHER HE WAS JOKING. Referring to any of your customers as “freaks” is unprofessional. End of story.
If the manager is too young or immature to understand the difference between casual banter with a friend and appropriate workplace humor, than he would do well to keep his big yap shut.
Autistic guy is being an ass…
His words to the manager were “I’m sorry if I seem on edge or anything, I just…. I’m born with this”
There’s nothing in that statement that immediately says “I’m sorry, I have autism and am bad ad dealing with people and stressful situations, please don’t make fun of me!”
The manager was clearly joking and Autistic guy took it more personally than it was meant.
@statnut: And NEVER call a customer a freak, no matter what condition they do or don’t have. Even if the guy didn’t have ANY handicaps, no employee should ever call a customer a freak. That asshole should be fired on the spot.