Non Genius Bar

[milellie111]

So my wife's IPhone 6 earpiece is very low and barely audible on calls. Obvious hardware issue as I already performed a hard reset. Still under warranty, easy fix in the Apple Store just swap out the device. Come here to the Apple Store and they tell me it is appointment only and the next available appointment is not until Thursday. Or I can be put on a wait list of potentially 3 hours. Who has time for that? It would make more since if Apple had specific technicians who just handles appointments only and a couple of techs who takes walk ins. I came here early morning and close to opening and the store is not packed at all. There are a ton of guys in Apple shirts pacing around, giggling and hanging on the wall but they are not "Technicians" who can assist me? What is the point of having all of these employees in the store who can only assist with questions? Why not cross train everyone as a technician/sales guy which will promote a more efficient business process? Why do I need to wait for a "technician" for an obvious hardware issue to perform a hard reset which I've already done and then say "hey, it looks like we have to swap out the device", something that only takes 5 minutes? I understand the whole appointment thing but

Apple has made it too exclusive and difficult for a customer who needs immediate assistance on a device that doesn't function. Yet a non Apple customer can walk right in the store and get immediate assistance with any questions on products he may have? Doesn't make since at all. Then the wise guy greeter had the nerve to tell me that it's like going to a Drs office, you have to make an appointment! Who do these guys think they are??!! Lol, now you are putting yourselves on the same level as doctors? If I take my car in to the dealer for a warranty issue that is causing my car to malfunction without any appointment they don't tell me to come back in a couple of days or wait around 3 or so hours and MAYBE they will get to me. They will give me loaner and get me on my way, regardless I'm back up and running in a functioning device pretty quickly.

One of the main reasons I left Android/Samsung is that if my device failed on me in warranty, Apple has an actual store and I don't have to wait days for shipping. However, the whole Genius Bar appointment only days out wait list is ruining this benefit.

 

[HankAZ]

It's true that some of the employees are trained as Genius techs, and others are sales clerks, training specialists, etc. Would you complain because the lady serving donuts at your car dealer's service department was not qualified to rebuild your transmission?

Apple's Genius Bar is pretty much by appointment only - it's been that way for quite a while - because of the limited number of Apple stores and the volume of business. Also, due to the volume of business at the Genius Bar, there are very few time slots available for walk-ins. Had you bothered to check that out at apple.com/support, it would have been quite apparent.

Sorry that it did not meet your expectations.

 

[iphone5s]

OP
I know this doesn't help you right now, but appointments can be made online. A little more convenient. I hear what you're saying as I had a similar experience but a tad worse.

The volume rocker on my 5s gave out 3 weeks before warranty expired. It was two weeks before Christmas the store was jammed packed, and I walked in only to find out like you, I needed an appointment. Thinking I might as well wait until the new year to make an appointment, but instead wandered (once again) in the new year only to hear the repair would not be under warranty. My warranty expired two days previous.

I was not happy, just a couple of days expired and Apple wouldn't entertain the idea even after explaining to them that I had come into the store just a couple of weeks before but they couldn't take me.

I guess if I had made the appointment online before hand there would have been some record and the warranty would have been honoured?

 

[milellie111]

It's true that some of the employees are trained as Genius techs, and others are sales clerks, training specialists, etc. Would you complain because the lady serving donuts at your car dealer's service department was not qualified to rebuild your transmission?

Apple's Genius Bar is pretty much by appointment only - it's been that way for quite a while - because of the limited number of Apple stores and the volume of business. Also, due to the volume of business at the Genius Bar, there are very few time slots available for walk-ins. Had you bothered to check that out at apple.com/support, it would have been quite apparent.

Sorry that it did not meet your expectations.

I'm saying that every issue does not need a genius to take care of, especially those where obvious device replacement is the answer. It takes 5 minutes to swap out a device. They want to run tests and diagnostics? Do it on their own time after I'm gone and on my way with a new device. A consumers time is the most important thing. Sure, an email or software issue is one thing that will take time to diagnose. But a malfunctioning earpiece speaker earpiece is a quick fix and one solution only, device swap. Even the lady that serves doughnuts at the car dealer will know if you drove into a dealer with a blown tire, there are no diagnostics needed, obvious tire replacement.

The experience would be much better if Apple stores prioritized and managed time by issue and not by who's next on a list.

 

[Ledsteplin]

OP,
Have you checked for any plastic film that might be covering the speaker? Also, in the mean time, try going to Settings >General >Accessibility >Hearing Aids> Toggle on Hearing Aid Mode. This worked great for my Wife's 5c.

 

[milellie111]

OP
I know this doesn't help you right now, but appointments can be made online. A little more convenient. I hear what you're saying as I had a similar experience but a tad worse.

The volume rocker on my 5s gave out 3 weeks before warranty expired. It was two weeks before Christmas the store was jammed packed, and I walked in only to find out like you, I needed an appointment. Thinking I might as well wait until the new year to make an appointment, but instead wandered (once again) in the new year only to hear the repair would not be under warranty. My warranty expired two days previous.

I was not happy, just a couple of days expired and Apple wouldn't entertain the idea even after explaining to them that I had come into the store just a couple of weeks before but they couldn't take me.

I guess if I had made the appointment online before hand there would have been some record and the warranty would have been honoured?

Thanks. I did go online to make an appointment but nothing was available till a couple days out when I'll be out of town. Totally inconvenient and unacceptable.

No mechanic or car dealer would tell a guy with a blown tire that takes 10 minutes to change to wait a couple days because they have an engine to rebuild.

 

[milellie111]

OP,
Have you checked for any plastic film that might be covering the speaker? Also, in the mean time, try going to Settings >General >Accessibility >Hearing Aids> Toggle on Hearing Aid Mode. This worked great for my Wife's 5c.

Thanks. There is nothing covering the speaker hole and I tried the hearing aid mode trick but it did nothing.

 

[jpgti]

I don't get the animosity towards the genius bar. Apple has never done me wrong with any issue that I have had, so its worth the day or two wait until the next appointment. I also appreciate the non-rushed attitude that Genius Bar techs have. You have their attention to figure out whatever issue you may have, without them being rushed to get to the next customer in line waiting. If the appointment takes longer than your 15 minute window, it takes longer.

Another thing to keep in mind, is that most people know that you need to schedule an appointment ahead of time. Im sure if they just took walk-ins as the standard practice, there would be a significant line and you would end up waiting quite a while anyways (maybe longer than your three hour window). Which would drastically affect the customer experience in a negative way, and you would still be in here complaining that you had to wait.

 

[kch50428]

Thanks. I did go online to make an appointment but nothing was available till a couple days out when I'll be out of town. Totally inconvenient and unacceptable.

Is there an AppleStore near where you'll be when traveling?? Make an appointment there...

 

[jpgti]

Thanks. I did go online to make an appointment but nothing was available till a couple days out when I'll be out of town. Totally inconvenient and unacceptable.

No mechanic or car dealer would tell a guy with a blown tire that takes 10 minutes to change to wait a couple days because they have an engine to rebuild.

You're arguments don't really hold water. Sure, if your car has a warranty issue you can get your car towed to the dealer or drive it there, but they may not be able to get to it right away. It may be hours or days before they can get it in the schedule. Not all dealerships offer loaner vehicles either, so this isn't exactly a valid argument. And I have blown a tire and have had a tire place tell me its going to be a few hours until its done due to appointments ahead of me. What, my tire is more important than the person that came in just before me? Or the person waiting to get their new tires put on? Nobody told you that you had to wait two or three days either, they said they could get you in within a few hours. This was not acceptable to you, so the alternative is making an appointment. If you don't like that, you can always call Apple and they can overnight you a replacement (for a deposit, but its still an option) and you can have a replacement phone tomorrow.

You have plenty of options here, but you are throwing a fit because you think you are above how everyone else has to interact with Apple.

 

[Flow39]

It is irritating, but the appointment thing has been around forever. Also, like others have said, what if those people had the same problem as you that made an appointment and waited a few days to get in? Then you come in and cut in front of the people with appointments. I'm sure there would be more than a few complaints from the other people.

 

[milellie111]

So I'd like to backtrack a little on my original assessment. I hung out in the mall a little and they actually texted me within 2 and a half hours for an appointment. The tech I spoke with was pleasant. He said that it is a design flaw in the iPhone 6 that Apple has so that unfortunately tiny dust particles get stuck in the earpiece and causes this low volume issue.

He disappeared with my phone in the back for about 15 minutes and said he was attempting to clean the dust out first. Well, that didn't work so he said he would have to replace the whole display which would take an hour. I politely explained to him that I've been waiting for a while and really didn't have the time to wait for another hour. I live nowhere near this store and coming back would be very out of the way plus I'm running on a tight schedule because I leave to go out of town in a couple of days. I'm still in warranty, could you please just swap me out with another device and I'd be on my way? The guy understood and didn't even hesitate he just nodded agreed and went to the cabinet and pulled out a new replacement. He didn't quote some company policy about how he has to try everything possible first. Didn't even say he had to check with a manager or anything. He had me out in a couple minutes after I requested the replacement.

Still not a fan of the whole appointment and potentially waiting days to get seen for any issue on even the minutest of things. However, the actual experience once seen was quite pleasant.

 

[HankAZ]

So I'd like to backtrack a little on my original assessment. I hung out in the mall a little and they actually texted me within 2 and a half hours for an appointment. The tech I spoke with was pleasant. He said that it is a design flaw in the iPhone 6 that Apple has so that unfortunately tiny dust particles get stuck in the earpiece and causes this low volume issue.

He disappeared with my phone in the back for about 15 minutes and said he was attempting to clean the dust out first. Well, that didn't work so he said he would have to replace the whole display which would take an hour. I politely explained to him that I've been waiting for a while and really didn't have the time to wait for another hour. I live nowhere near this store and coming back would be very out of the way plus I'm running on a tight schedule because I leave to go out of town in a couple of days. I'm still in warranty, could you please just swap me out with another device and I'd be on my way? The guy understood and didn't even hesitate he just nodded agreed and went to the cabinet and pulled out a new replacement. He didn't quote some company policy about how he has to try everything possible first. Didn't even say he had to check with a manager or anything. He had me out in a couple minutes after I requested the replacement.

Still not a fan of the whole appointment and potentially waiting days to get seen for any issue on even the minutest of things. However, the actual experience once seen was quite pleasant.

Great. All it took was a refurb to make you happy.

(I won't mention how the story "evolved" ... or that there is almost always "more to the story". Kudos to you for coming back to share it,)

 

[Not Quite Right]

I understand the whole appointment thing but

Apparently you don't ...

 

[SwitchBeach]

Apparently you don't ...

Some people just expect instant gratification ....

 

[sau124]

Your iPhone is still usable, you can use a headphones or speakers. I know that they will accommodate you if you cannot use the iPhone at all, example water damaged.

Coming back to the Apple store - a lot of places now fix smaller issues rather than swapping the devices. This clearly is a business strategy and nothing to do with the repairs. Also, I have noticed that the volume of people has increased a lot since iPhone 3G or even original iPhones and the geniuses are working on more than one customer at a time.

 

[anon(4698833)]

Thanks. I did go online to make an appointment but nothing was available till a couple days out when I'll be out of town. Totally inconvenient and unacceptable.

No mechanic or car dealer would tell a guy with a blown tire that takes 10 minutes to change to wait a couple days because they have an engine to rebuild.

So because you couldn't come back when an appointment was available for service, you're upset with Apple?

I love this entitlement generation...you guys are hilarious with the things that frustrate and irritate you! Apple has a store full of people who need service, help and assistance...and because you feel entitled to immediate gratification for your problem, you're calling Apple's methods flawed. It's almost comical!

Apple leads the pack with customer service and satisfaction ratings. They have genius bar appointments for a reason. You have an entitlement problem. Get over it.

 

[Garz]

I'm saying that every issue does not need a genius to take care of, especially those where obvious device replacement is the answer. It takes 5 minutes to swap out a device. They want to run tests and diagnostics? Do it on their own time after I'm gone and on my way with a new device. A consumers time is the most important thing. Sure, an email or software issue is one thing that will take time to diagnose. But a malfunctioning earpiece speaker earpiece is a quick fix and one solution only, device swap. Even the lady that serves doughnuts at the car dealer will know if you drove into a dealer with a blown tire, there are no diagnostics needed, obvious tire replacement.

The experience would be much better if Apple stores prioritized and managed time by issue and not by who's next on a list.

Part of those diagnostics they run is to check for water damage. Of course they want to check that now and not after you leave with that replacement phone.


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[metllicamilitia]

Why did I open this thread?

Glad it worked out for you OP. But to hopefully put this silly debate to rest, everyone has lives, everyone is busy, therefore appointments are necessary. What's more, now you know to make an appointment next time, and to save you some hassle and iMore another ridiculous rant, when you go to the Apple Store for you appointment, find anyone who works there to sign in so they know you're there. I almost didn't get my appointment met for not knowing I had to sign in.


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[denzilla]

My first iPhone 6 had a problem with Bluetooth glitching while playing mp3s. Opened a support case with Apple and she set me up with a Genius Bar appointment to get the phone replaced. All I had to do was show up and get a new phone. Other than the drive it was painless....except the replacement phone had proximity sensor issues and the exact same BT audio problem. Emailed the Apple Rep and she again set me up with another replacement, which was also painless. This 3rd phone works as well as the first. It still has BT issues, which after 3 phones, I'm now convinced is a problem with iOS 8 and a hardware issue. Wish I would've known that before going through the trouble.

My point is that the next time, open a case with Apple and work through the red tape before showing up at the store. It's frustrating to have to wait on something as frequently used in daily life as your phone, but you're way better off with an iPhone vs. any other phone because of the Apple store locations. You would've had to wait for a replacement phone to be shipped with any other manufacturer. I can think if things that **** me off about Apple, but their customer service isn't one of them.