When the Mac Genius isn't one.


Tomorrow will be day 14 of my Mac Pro saga. It started with blue screens of death and bad memory and has expanded into bad hard drives and a ridiculous amount of ‘we’re about to call you’ replies from the Mac Geniuses.

What really is bugging me, beside the fact that at this point, we’re talking a clean install, start over (i.e. something anyone with the original software disks can do) is the fact that every time I call to check the status I get a five minute hold while they debate which genius will take my call and then a response ‘we have just one more thing to do and we’ll call you right back’. Those calls never come.

* They didn’t come Monday, when the machine was first promised to be done (after being ‘fixed’ the week before and not really working).

* They didn’t come on Wednesday, when I called and asked ‘could I just come pick it up tonight’.

* They didn’t come on Thursday, when the staff told me it just had to check one more thing and would ready in the morning.

* They didn’t come on Saturday, despite the plea ‘he just went to get some lunch and will call you as soon as he gets back’.

So now I’m stuck. It’s been two weeks since the blue screens and quite frankly, my faith in the Mac Geniuses is starting to falter. I think, in part, the Apple stores have seen the quality level of their senior staff get somewhat diluted. When they first opened, you would go into say Tysons and get some guy who had 20 years of experience with Macs. Now you get a 20 year old kid who simply follows the established procedure check list (this diagnostic, that diagnostic, etc).

Anyway, time to dial them again and maybe this time I’ll just stay on hold until I actually get to talk to someone.

UPDATE: The guy is at lunch. Of course the store just opened 15 minutes ago. Yeah right.


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