Even at Apple where consistency practiced and preached, not all Apple Stores are created equal, just ask reader Adam. The Bluetooth capability on his Macbook Pro was malfunctioning and because he relies on his Macbook for work, he couldn’t simply drop it off for a week to be repaired. Fortunately, Adam had a 1-week vacation ahead, so he left the Macbook at the Millenia Apple Store in Orlando, FL. who promised him that the repairs would be made before the end of his break. Adam returned to pick up the Macbook and discovered that not only had it not been fixed, nobody had even attempted to diagnose the problem. Adam could not afford to miss any work, so on a whim, he brought it to a different Apple Store which produced a dramatically different result. Adam’s letter, inside…
Here’s a nice little story of what I encountered at the Apple Store.
Bad customer service turns to good customer service, I guess?I have a MacBook Pro that I’ve had for about a year now. I noticed a
few months ago that the Bluetooth was acting up – by acting up I mean
Leopard told me there was no Bluetooth installed. I use my laptop as
my business. I do freelance graphic design so I rely on my MacBook Pro
and couldn’t afford to take it in for a week just to get the Bluetooth
fixed.Well I had planned a vacation out of town for a week so before I left
I thought I’d bring it in to the Millenia Apple Store so they can work
on it while I was away. When I brought it in, the “Apple Genius”
looked at my repair history and saw that I had my top case replaced in
January (which I did, they fixed a double click mouse problem). I
mentioned to him that my bluetooth has failed to work for several
months. He told me that the Bluetooth module was attached to the top
case, and when they put a new top case on in January they did not
transfer the Bluetooth module from the old part to my computer.Wow, ok so Apple screwed it up in the first place. The tech apologized
and said it was totally their fault I had to come back, etc. I told
them is wasn’t too much of a problem since I had planned to go on
vacation. He promised me it would be fixed and that was that.7 days later, when I returned from my vacation I headed back to the
Millenia Apple Store. My computer was not ready. As a matter of fact,
the tech told me they had a back log and my computer hasn’t even been
looked at. I spoke to the manager, told them it was Apple’s fault for
me being there in the first place and I needed my computer. He
apologized to me but stood firm that it would be done in a few more
days but that was unacceptable to me as I needed my laptop for work.
So I left, laptop in hand in the same state as I brought it in.I then went to the Florida Mall Apple Store and spoke to the manager
there. I told him the story and he seemed appalled at the way I was
treated. He took my computer and promised it would be fixed in an hour
or so. I wandered around the mall for a little while and came back to
a fully functioning computer. He told me he would speak to the
district manager about the way I was treated at the Millenia store.So there you go. Two Apple Stores, two ways of being treated. Apple
supposedly has the highest customer service rating in the industry but
apparently there are still holes to be filled.-Adam
Apparently, all Apple stores aren’t the perfect little clones as they would have you believe. But believe it or not, we’re not here to crucify Apple. The fact that the other store was able to understand Adam’s needs and rapidly correct his problem is evidence that Apple’s extraordinary customer service is the rule and not the exception. Kudos to the Apple Store at the Florida Mall.
(Photo: dlayphoto)
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Oh the great Apple-PC debate.
This is honestly what I think sums it up well – Apple has a great OS, but the hardware is overpriced.
Windows OS is crap, (it is, I used XP until mid-2006, and ever since 1995, I also use Vista on my PC, which is marginally better) but the computer you can build is pretty good.
Whoever said that you can’t upgrade a Mac is obviously mistaken, the Mac Pro is easily upgradeable, and all Macs HDDs, and memory is easy to upgrade. Basically what you can’t upgrade (without swapping the logic board) is the CPU, and sometimes the GPU.
I generally find that OS X is far safer, there are only a handful of viruses and spyware in the wild, and they are generally not widely distributed, unlike viruses afflicting Windows.
Oh, and on a Mac, I can open an email that says “I love you”
Doh! let me clarify my stupid mistake, I have used Windows since 1995, not XP.
PIMF!
Well first off, Millenia is a shitty mall for tourists where they jack up the prices and don’t give a shit how they treat you, because in all likelihood, most customers there will never be back, but real people actually go to the Florida mall, and decent people work there.
You’ve gotta love Mac fanboys.
“I overpaid for my laptop by $1500 but the customer service is great!”
1. If you own a PC you can troubleshoot it or you know someone who can. You don’t have to take out a home equity loan to by a new part or upgrade.
2. Windows is not PC. Windows is windows. If you don’t like windows you can use another OS.
3. Mac OS security is like swiss cheese just most users don’t know it. Windows is like swiss cheese as well but at least everyone is aware and there is some great 3rd party open source software that fixes it. Linux can be great just depends on the build and user knowledge. Solaris is like a fucking vault but you need a degree to put an icon on the desktop.
4. Great customer service is not an argument against PC’s because PC is not a brand it is a standard.
There are plenty of PC stores and online retailers that do have wonderful customer service.
Learn how to use more then one mouse button.
Any replier’s should first refer to the like provided in my previous comment.
*link provided… interesting typo
This happened to me once, same thing except my fan was running constantly and the computer was over heating. I’d done everything I could think to do, reset everything I could think to reset and then I took it in to the Apple Store and they told me I needed a new mother board. It was finals week and I told them I’d bring it back in at the end of the week, hoping it didn’t die on me.
I started doing more diagnostics at home and the CPU usage kept spiking up to 98%. I kept looking and discovered that the problem had something to do with shared printing. So I forced that process to quit and it was fine.
I did call back and tell the tech that I fixed it and it didn’t need a new motherboard, but they didn’t so much care. Meh.
@Myrddraal: We don’t care how much you love computers. You know how you feel about Apple? That’s how most of us feel about your operating systems.
I’ve had fewer problems in 5 years of using OS X than I did in 6 months of using Windows. It just works better. I don’t have security issues, I don’t have holes in my cheese and I don’t care if you do.
The only argument I ever get into is that you HAVE to know so much more to use a Windows computer. If you don’t, then you are constantly clicking and downloading and getting spyware and viruses.
Having said that, if this is what you do, then it is your fault. Everyone should know how to properly use their computer. If they don’t, then they shouldn’t even bother turning it on. When people come to me now and say they are having computer problems I just say, “Sorry…I use a Mac. I don’t even know how to use Windows.” Which is a lie, but I’m sick of fixing every ignorant person’s mistakes and telling them it’s their fault for clicking on a pop-up window that said they had a virus. Ug.
exactly what is it the OP needed the BT function for that was interrupting work?
BT mouse, BT Printer, BT Headset for VOIP calls?
All of the above can be done inexpensively through wired methods…I cant see it stopping work.
I’m really curious,,,sate the voyeur in me…what did OP need the BT for?
@induscreed:
I bought a BT Mouse and BT Keyboard. Correct, everything can be done wired, but with 2 USB ports options become slim.
Plus, if the laptop has Bluetooth capability built in, why not utilize it? It didn’t interrupt work, as I had a planned vacation and dropped off the laptop to get fixed while I was on said vacation.
@freejazz38: heh.
Some commenter on Gizmodo, GatesFTW I think his name was, told me that Apples will give you cancer.
@baristabrawl: Mac first to fall
You may not have holes in your cheese, but your OS is built like a fucking hula-hoop.
I live in Orlando and I prefer the Florida Mall store as well. The employees at FL Mall are friendlier. There is an air of superiority and snooty-ness that exudes at Millenia. Don’t know why it’s that way. That’s been my impression since the store opened.
I wonder what it’s like at the Boston one? I haven’t been there, but yeah.
It doesn’t have to be an Apple store. There are many Businesses who repair Apple stuff.
I am a retired truck driver who ran the same route each week and was home each night except Thursday, so it was hard for me to go to an Apple store, and the nearest one was a long ways away. There was one on my route in a mall that I stopped to eat Friday afternoons, so I started taking it there. Unfortunately they started a policy of only booking customers two days ahead, and you had to do it over the Internet. Most of the time, when I tried to book a time, it would be full. I called and asked them if I could schedule it by phone and was told no. They would let me drop it off and pick it up the next week, but that meant I would be without it for a week.
I am now retired, and found a place called MacOutfitters near me in Doylestown PA. They only deal with Mac products, and I have never had a problem with them. Anyone near there, and having a problem getting an appointment at an Apple store, might want to give them a try. You can find other Apple repair stores by going to ([www.apple.com]) and typing in your town or zip code.
@baristabrawl:
That is the largest load of crap I have ever heard in my life. First of all, Windows is an OS not a PC. Secondly, a PC is what one uses an OS on. Thirdly, Linux is by far heads and shoulders above Mac OS X and it works on damn near any hardware, not just 1 small niche market. And if the vast majority of Windows users weren’t such idiots, windows wouldn’t have such a bad rap. Which brings me to your LIE, yes I said yours and every other BS speaking MAC user. There are far more than just “a hand full of viruses” out there that attack MACs.
Another point I’d like to make if MS and Apples roles were reversed, guess what, 95% of all viruses and spyware would be attacking your beloved OS and not MS’s.
And no one said anything about upgrading a MAC, what was stated was that you CAN’T BUILD YOUR OWN MAC WITHOUT PAYING 2X AS MUCH AS YOU WOULD IF YOU SIMPLY BOUGHT IT.
And as someone pointed out, what is the problem with all MAC users that Apples refuses to offer a two button mouse? Every one of you must be simpletons.
@Logan26: To be fair, Apple released the “mighty mouse” with two buttons plus a x and y axis scroll knob at about the same time as the Intel switch.
@Logan26: Apple has offered a two button mouse since 2005. Who’s the simpleton again?
@lasciate:
Every store I goto that has apples on display, to incluse apples stores near me, none have a 2 button mouse so pardon me for not knowing they finially got off their asses and joined the rest of the world.
I guess this blog network is apple lovers all around. yike yikes.
@Logan26: I’m using a four button mac mouse right now. With a scroll ball that goes in all directions and is the greatest thing that ever happened in video editing history.
@Sundermania:
Thats nice, Logitech and MS has had one on the market for several years now. It still doesn’t make up for the fact that Apple is way overprised for what you get.
Two months ago my 2.5 year old first gen 17″ powerbook died and was sent in for repair. No applecare and out of warranty. I got the call back that the part was $350, do I want it repaired? I said yes and the next day repair called back and said that they couldn’t find the part. I didn’t even have a chance to get annoyed because the next sentence out of the person’s mouth floored me:
“Would you be willing to accept a brand new 17″ mac book pro for the cost of the repair?”
I was a little speechless. $350 for a $2700 computer to replace an out of warranty computer? Yes, I’m writing this message on it right now.
Not that Apple service is perfect, but they at least lead the pack.
That’s pretty cool. A lot better than the service I received at the closest apple store. The sad thing is that there isn’t any other stores close to my location. My ibook wouldn’t eject disks, so I took it in to get it fixed and a week later, they wanted 750 dollars because the motherboard had to be replaced due to “liquid damage” due to spilled coffee. Nevermind the fact that I don’t even drink coffee and I would have remembered spilling coffee on my beautiful ibook.
Taurus owners must feel the same way about Acura owners as Windows ones do about Mac OS X.
Although, to be fair, Taurus owners don’t allow themselves to be self-deluded that Tauruses are better. And at least they bother to inform themselves about Acruras before commenting.
SOHO apple store in NYC is the best one, they’ve been the ones to solve numerous problems with hardware. They are incredibly busy, but the experiences Ive had with them, they rocked and took care of my issues right away.
just because its an apple store doesnt mean that it isnt like any other store. they have good ones, and they have bad ones. Apple doesnt equal better than others…i hate the Apple freaks who think Apple and nothing else. where were the Apple freaks before the ipod came out??…did they stick up for Apple back then too?? i highly doubt it…
just got back from the millenia store… left with hardware in same condition as well, going to florida mall from here on out