7.15.2009
apple store fail
i took my work lappy to the new-ish apple store in monterey over 5 weeks ago because one of the fans had been malfunctioning - bottom of the lappy was heating up and the fan was making more noise than possible. the "genius" (guh, can the naming scheme be more hoity-toity?) ran a couple of diagnostics and said that it needed to be sent out to be fixed because it was too complicated to do in-store. i asked if it could wait a week until a more convenient time to be without it at work; he said sure, just make sure that it didn't get to auto-shutoff mode and not to use it more than 6/7 hours at a time since that was when the heat and noise tended to kick in.
so i confer with my boss at work - we will send it out to get fixed but will also take advantage of the sale at the bookstore and get a new lappy for me and one for him. they had what we wanted in stock, so woohoo, new lappy!
i return to monterey the following weekend and take the computer in, tell them the name of the "genius" (we'll refer to him as "K") who first helped me and what the problem was. no problemo, they'll send it out for me, and once it reaches the depot for repair, i will receive a call telling me what the problem is and at that time i can specify that i want it shipped back directly to work.
a full week goes by and no word from the store. i call, they say that they've run tests and it's fine, ready to be picked up. fixed? no, didn't need fixing. it's fine. i run through the whole story again, that K told me it would be sent out because the fan definitely needed to be replaced. they say they'll look at it again and call me.
another 10 days goes by and not a word from them. in the meantime, one of our new post-docs has arrived and could really use the computer. i'm driving to hockey and get 2 phone calls - both from the apple store - but can't answer because i'm a law-abiding citizen and don't have my bluetooth ready, so i don't answer. i figure there will be at least one message since they called twice. nope.
i call them back the next day and am told that the computer is ready to be picked up! shipped out and fixed? no!
fine. next time i'm in Monterey i pick up the computer (no charge except my time, which was a lot because the folks were so slow). bring it to work, explain to my new labmate that it might have issues with heating up, and if so, i'll take it to the Los Gatos store, have it sent out, etc. well, a few weeks later and it's heating up.
and today i got a call from the apple store in Monterey. very friendly guy on the other end of the line, informing me that my laptop is ready to be picked up. wtf. i tell him i did that two weeks ago, he says "oh, okay, awesome...i guess our genius didn't update the notes". way to go, genius.
so i confer with my boss at work - we will send it out to get fixed but will also take advantage of the sale at the bookstore and get a new lappy for me and one for him. they had what we wanted in stock, so woohoo, new lappy!
i return to monterey the following weekend and take the computer in, tell them the name of the "genius" (we'll refer to him as "K") who first helped me and what the problem was. no problemo, they'll send it out for me, and once it reaches the depot for repair, i will receive a call telling me what the problem is and at that time i can specify that i want it shipped back directly to work.
a full week goes by and no word from the store. i call, they say that they've run tests and it's fine, ready to be picked up. fixed? no, didn't need fixing. it's fine. i run through the whole story again, that K told me it would be sent out because the fan definitely needed to be replaced. they say they'll look at it again and call me.
another 10 days goes by and not a word from them. in the meantime, one of our new post-docs has arrived and could really use the computer. i'm driving to hockey and get 2 phone calls - both from the apple store - but can't answer because i'm a law-abiding citizen and don't have my bluetooth ready, so i don't answer. i figure there will be at least one message since they called twice. nope.
i call them back the next day and am told that the computer is ready to be picked up! shipped out and fixed? no!
fine. next time i'm in Monterey i pick up the computer (no charge except my time, which was a lot because the folks were so slow). bring it to work, explain to my new labmate that it might have issues with heating up, and if so, i'll take it to the Los Gatos store, have it sent out, etc. well, a few weeks later and it's heating up.
and today i got a call from the apple store in Monterey. very friendly guy on the other end of the line, informing me that my laptop is ready to be picked up. wtf. i tell him i did that two weeks ago, he says "oh, okay, awesome...i guess our genius didn't update the notes". way to go, genius.
# posted by cheddah : 8:38 PM
