Apple Expert connections not very fast or personalized

Now that you've read up on what to do with that shiny new iMac, MacBook, or MacBook Pro and spent some good time with the instruction manual in one hand and mouse in the other you've probably come to realize that these things aren't exactly perfect. Using a Mac is about as close to heavenly bliss as one can get while using a computer but let's face it, at some point you're going to run into a problem. Luckily for you there's an Apple Genius Bar right around the corner. What's that you say? You live hours away from the nearest Apple store? Fear not faithful reader; Apple is here for you! Read on for my experience setting up a fast, convenient, and personalized appointment with an Apple Expert.

In addition to the wealth of information that can be found at the support site and numerous user discussion forums it is also possible to get hooked up with an "Apple Expert." In the left-hand side bar of the Mac support site there is a section labeled "Get Support for your Mac" with the following text:

What follows is a handy wizard where you log in with your Apple ID and select the Mac you are using and which functional area is giving you heartache. After that there is a calendar where you can set up a time for the Apple Expert to call you. The next screen asks you for the phone number at which you would like the expert to ring. The whole experience is simple and well thought out - similar (yet different) to setting up a Genius Bar appointment.

Reality set in about three minutes after my designated appointment time when my iPhone (got a new iPhone, check this out) rang with a 512 area code (Apple's support team is headquartered in Austin, TX - hook 'em!) and I was immediately put on hold, ouch. I was only on hold for a minute or two but it was long enough for me to realize that this was just like any other call to AppleCare. I thought things would be different when the Apple Expert answered. However, my hopes were dashed when he asked me for my model and serial number. I glanced at my screen where my case summary was still open to grab my serial number but my heart ached as I knew this wasn't very convenient at all. I had to recount my woes with Boot Camp as if I had never even typed them up mere moments ago.

I'll be the first to admit the idea is a solid one but the execution is below par for the course. My expectation was that once I was on the line with a human being he or she would have my case right in front of them and we could just get right down to solving my problem. Instead of my expectation I received a machine connecting me to AppleCare and what amounted to wasted time logging in, selecting my product, and explaining my situation in writing. I hope that Apple does make this service as fast, convenient and personalized as they say it is but until then I'll stick with a call to AppleCare when my schedule allows.

Thanks Billy for sending this in!