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Rumor: Best Buy stores to add more Apple products, get Genius Bars
An anonymous tipster who works at a Best Buy store let us know this morning that he was informed by his Apple rep that the Apple section of the computer department will be going through a transition sometime this spring to allow more products to be displayed. At the same time, the stores will get a Genius Bar, up to this time a fixture only at Apple Stores. If this is true, this marks the first time that Apple has expanded some of the trademark features of the Apple Stores to other retailers. This, and the earlier report today about a Mac setup section in Apple Stores, seem to mark a renewed commitment to customer service by Apple.
Proximity sensor woes caused by reflective ear canal
Following the recent release of iPhone 4 several of you reported an issue with the proximity sensor running amok during your calls. Our poll results were dead even with 50.1% of readers seeing issues and 49.9% having no problems. At the time I considered myself in the all-clear category, but recently that changed. Read on for my story of woe, intrigue, and incredulity.
Readers: How to get satisfaction from Apple support on iPhone 4 issues
Apple's rumored policy is to not give away the $29 bumpers to consumers, and DIY bumpers may not suit your style. So, how do you get the golden ticket, in this case the free bumper? It seems that documenting your case carefully and showing that you've performed all of the recommended fixes in advance of your Genius Bar appointment helps a lot. Click on the read more link below to see our suggestions on what you need to do to best represent yourself before heading off to the local Apple Store.
TUAW Brain Trust: iPhone 4 phone calls
I have been having problems making calls on my iPhone 4. Whether at home or on the road, my signal strength is simply awful. The only place that I seem to get five bars is the Apple Store itself. I visited the Genius Bar there tonight after Mike urged me to report my signal issues. So, I did. I called 1-800-SOS-APPL, and I was repeatedly and strongly urged to purchase a Bumper. I declined, so the rep made me a Genius Bar appointment. The Genius hooked my phone into a laptop for diagnostics and told me that my calls were fine. The diagnostics showed no lost calls whatsoever -- in spite of what I experienced last night when I was repeatedly dropped from Talkshoe (see the image that accompanies this post). I ended up hopping over to a landline for the TUAW talkcast. Read on for the rest of the saga...
Apple ranks third in BusinessWeek customer service survey
Apple has nailed down the number three spot on BusinessWeek's fourth annual customer service awards, falling in right behind LL Bean and insurance company USAA, and way above companies like Amazon and Dell. The awards were based on survey results from a few different places, and Apple scored an A+ in both Quality of Staff and Efficiency of Service thanks to its Genius Bars and helpful Specialists inside Apple Stores. Of course we've heard the occasional horror story, but in general, Apple Store employees are beyond helpful, which is probably why BusinessWeek says that 66% of those surveyed would "definitely recommend" Apple products, and 58% said they would "definitely repurchase" the next time they needed something. Apple's influence is also found elsewhere on the list -- USAA, number two on the list, has had a lot of success with its iPhone application, which has also helped the company out on customer service scoring as well. And while Starbucks can't necessarily thank Apple for a big boost in its business (it probably would have done fine anyway), it's not surprising that companies that score high in customer service tend to have the same goals in mind. Congrats to Apple for yet another survey-based award. [Via Macworld's Dan Moren, not "Warren" -- sorry Dan!]
Some tips when visiting the Genius Bar
Nobody likes it when their shiny Apple gear breaks. About a week ago I walked in to the Apple Store here in Knoxville to meet with an Apple Genius about my iPhone 3GS. It seems my phone was crashing much more than normal -- I logged around 90 crashes in the five months or so that I had the device. I walked out of that Apple Store within about 30 minutes with a shiny-new iPhone 3GS. How did I do this without yelling? Read on. TIP: Don't take something to the store upon first crash. I had "put up" with the crashes for a long time. Patience is a virtue, although waiting until your warranty is up is not good. In this case, I had experienced enough crashes across enough updates to indicate the problem might not be the OS itself. Unless your Mac or iPhone is clearly broken, try searching for your issue on the Apple discussion boards and search the support docs for troubleshooting tips. Some basic troubleshooting tips usually include: rebooting, uninstalling/reinstalling, setting up a Guest user account (on Macs) or restoring your iPhone to factory settings. TIP: See what conditions cause the issue to occur and document or explain those to the Genius. In my case I "restored" my iPhone (a clever euphemism Apple uses to hide the true meaning: nuke your device back to factory settings) and tried starting from scratch. My frequent crashes and disconnects from iTunes while syncing indicated a hardware issue if the OS wasn't corrupted. So I had to eliminate the OS as a cause by re-installing it. The problem was, as a factory-fresh install, the iPhone worked fine. So I started adding only content, not apps. Music and videos starting eating up the gigabytes and, sure enough, things started to go horribly wrong. I was able to reproduce the issue only when the device was filled with more than 2GB of data, it seemed. This indicated it was not the sync cable (I had tried several anyway), but possibly the memory in the unit itself. TIP: Bring any supporting materials with you (error reports, logs, etc.) and explain each issue in detail. I had the luxury of using Xcode to peep my iPhone's crash logs. You can find these for your Mac in Applications > Utilities > Console, but they are essentially hidden for users on the iPhone unless you are a developer. My crash logs indicated something very, very wrong: the backup tool that runs each time you sync with iTunes was bombing in a bad way, as though I had ripped out the iPhone in the middle of a sync. That again indicated (to me) that there was a bad block of memory somewhere. When the Mac tried to read or write from that block, the OS just freaked out and crashed. TIP: Try it twice. I tried restoring my iPhone twice just to make sure I didn't get another corrupted install. It amazes me how computers screw this up, given that they are supposed to be famous for doing the same thing given the same set of instructions, but "things happen" as they say -- give whatever you're doing two chances to make it right. Three strikes if you are generous and have the time. Personally, it was a huge enough pain losing all my preferences and settings and game data the first two times. I felt I had enough info at this point to march into the store with a Genius Bar appointment.... The Genius at my store was impressed with the level of detail I was able to go into, and as a result he was able to simply confirm my findings and provide me with a new phone. It took longer to charge the device (which had been sitting in a drawer for a while) than it did to diagnose. Be patient, be aware, come prepared -- do those things and your unfortunate trip to the Genius Bar may not be in vain.
Rumor: Apple to release concierge app
The Genius Bar is a popular feature of Apple's retail stores. Shoppers can schedule appointments with the resident Geniuses to request repairs, ask for help and so on. The tough part can be getting an appointment, as they fill up fast. AppleInsider is reporting that Apple will release a concierge app meant to make that process easier. They say that the app will let users schedule appointments with both the Genius Bar and One-To-One and monitor their place in line. No other information was available. Recently, Apple added a service that lets people pick up Macs and iPods ordered online from retail stores, complete with gift wrapping. We'll keep an eye on the App Store and let you know when this app lands.
Think those warranty parts are new? Think again
We received a question from one of our readers earlier this week that made me cringe, cower in fear, and heavily debate posting the answer. He had just been to the Genius Bar and they had replaced his under-warranty iPhone for a hardware issue. He then asked us what the quality of said iPhone would be; is it new or refurbished, and will it be a problem in the future? Having spent time working behind the Genius Bar, as a technician at an Apple Authorized Service Provider, and now as the owner of my own repair shop in Denver... I know the history of the replacement parts and where they come from. If you have been involved with Apple repairs, you will probably know what I'm reluctant to tell you. If you are merely a consumer, prepare to be disappointed. The vast majority of parts that Apple ships to repair centers are what they consider "re-manufactured." As a Genius, I was coached to explain that process when we were asked where the parts came from. Customers would always respond with, "Wait, so you're giving me a refurbished iPhone?" I was told to say no, and to follow it by saying, "re-manufactured parts or products are different than refurbished. Someone may have used your device before you if it's a refurbished product... but in the re-manufacturing process, Apple uses known-good parts and builds new units out of them." So, they added a fake, nonsensical name to pretend that their parts or products weren't refurbished. What does this mean? The iPhone that you just received looks new on the outside because it has new glass, a new case, new battery... but the rest of the device is fair game for refurbished parts. The logic board, audio assembly, LCD, pretty much anything else on the inside that isn't visible from the exterior could be from another person's iPhone. I'm not saying that every part is used, every time... they'll use new parts if that's what they have in stock. But if they have working used parts, they won't hesitate to put them in your replacement iPhone. There is usually one scenario that will allot for a new replacement: if you purchased your device less than 14 days ago. In that case, they have the ability to do a POS (Point of Sale) swap instead of a repair. Any swap outside of 14 days needs a very good explanation and a manager's approval. This doesn't just apply to iPhones and iPods; it actually applies to any part they put into your Apple product. The logic board they put into your MacBook Pro: refurbished. The optical drive they put into your iMac: refurbished. The DC-In Board they put into your PowerBook G4: refurbished. There are many, many parts out there that Apple will happily replace for you, but beware -- it's probably not new. Re-manufactured is no different than refurbished. If you look at it from the environmental aspect, I have to give Apple some respect for repairing broken parts instead of just tossing them in the dump. Still, that doesn't mean that I -- as a consumer -- want someone's "fixed" two-year-old logic board going into my computer. At this point, though, I don't have much of a choice.
Man threatens to shoot iPhone at Genius bar
Even morons buy Apple products. There's a story on ifoAppleStore today about one Mr. Donald Goodrich, who was having trouble with his iPhone. As many customers have done, Mr. Goodrich brought his iPhone to his local Genius Bar in Cincinnati, OH. While talking with an Apple Store employee, he allegedly said, "I'm so mad, I could pop a 9mm at it," meaning the iPhone. According to police, he then said, "I'll do it right now! Look!" and pulled his shirt aside to show the employee the handgun he was carrying. While that employee escorted him to the Genius Bar (clearly not the right place for Mr. Goodrich), another called police who quickly arrived and arrested him. We should note that Mr. Goodrich did have a permit to carry a concealed weapon and was cooperative with his arresting officer. We should also note that flashing it to a young person in a crowded mall while visibly upset and threatening to use it was a very dumb idea. Also, as Brandon points out in the comments below, the mall housing the Apple Store is private property and has posted "no weapons" signs.
Apple Genius says 30 percent iPhone call drop rate is average in New York
To be sure, a certain number of dropped calls are to be expected when you're dealing with the wonders of cellular communication, but some phones do seem to fare worse then others when paired with certain carriers in particularly congested regions. Apparently fed up with such problems in New York, Gizmodo reader Manoj decided to stop by an Apple Store to see if something might be wrong with his iPhone -- this, after apparently being assured by AT&T that everything was all right on its end. After a few tests, the Apple Genius determined that Manoj's phone was dropping 22 percent of its calls, which turns out to actually be "excellent" compared to most iPhone users in the New York area, where a dropped call rate of 30 percent is said to be average -- according to the dude at the store, anyhow. The Genius further went on to confirm that the phone was indeed "fully functional," and that the problem is "consistent with the service provided by AT&T." So, nothing to worry about, folks -- everything is "normal." [Thanks, Canis]
Connecticut man consults Apple Genius and gets arrested
Editor's Note: Some comments to this post suggest that TUAW is "giving advice to pedophiles" by reminding readers that sensitive information could be read or copied by service technicians when you bring your Mac in for repair. While one assumes (present example to the contrary) that people who keep illegal content, such as child pornography or evidence of other crimes, on their computers would already be alert to the possibility of discovery, in this case we are addressing the innocent Mac users who would prefer to keep their personal, legal information private rather than inadvertently sharing it with the Geniuses. Another commenter objected to our publishing of the accused man's name; this information was revealed in the source article in the Stamford Advocate and we repeated it. The post has been edited to clarify the source of the name. A Fairfield, Connecticut man took his Apple G5 desktop to the Genius Bar at the Stamford Town Center store complaining about some issues with his image file thumbnails. It seemed some thumbnails were overwriting thumbnails on other images and they didn't match up. digg_url = 'http://digg.com/apple/Connecticut_man_consults_Apple_Genius_and_gets_arrested'; As reported in the Stamford Advocate, according to court documents, the Genius started examining the files, and allegedly found pictures of naked juvenile girls in suggestive poses. The tech called a policeman who was stationed at the mall, and the customer Raymond Miller was promptly arrested and charged with possession of child pornography. If convicted, Miller faces a minimum of 5 years in jail. Police also searched Miller's home, but found nothing illegal. Remember, when you bring your Mac into a store for service the technicians will likely see whatever is on your machine in the course of repairing it. The tech could have ignored the alleged porn, but that could likely make him an accessory under some state laws. Apple warns people to always have a good backup of their data when they bring something in for repair. It's also a good idea to remove anything you don't want anyone else to see -- financial data or home inventories, for example. This incident is reminiscent of 2 cases in Florida where the Best Buy Geek Squad techs found illegal porn on computers brought in for repair. The employees reported the porn, and both men were arrested. Then in an ironic turnabout, a three-month investigation by the Consumerist blog caught Geek Squad employees taking porn off a computer and sharing it with others. It was also alleged that some employees routinely stole music, pictures and other data from computers that were in for repair by copying the data off to personal thumb drives. Via The Stamford Advocate and thanks to Doug for the tip.
Apple Stores will replace broken iPhone displays
Apple's service options for iPhones have improved since 2007. Back then, long-term repairs meant traveling to an Apple Store and paying the $29US fee for a loaner. Later that month, Apple released the Apple Care Protection Plan for iPhone. Among other things, this plan extends technical support to two years from the date of iPhone purchase, and extends hardware coverage to two years from the same time period.This week, Apple announced that a specific repair, screen replacement, can be performed at Apple Store Genius Bars while the customer waits. The service is free if your phone is under warranty, otherwise it will cost you $199. Yikes. Of course, "Under Warranty" refers to the date purchased as well as other factors like liquid damage* or jailbreaking.Here's hoping you won't need this service (hold on tight or buy a case), and if you do, you aren't 200 miles from the nearest Apple Store like yours truly.Speaking of repairs, we've seen iPhones and iPod touches survive some serious knocks, like a run-in with a pickup truck.*Note that Apple will let iPhone owners swap their liquid-damaged iPhones for replacements, provided that it succumbed to an out-of-warranty encounter with liquid.This post was about screen repair specifically.
Microsoft Gurus are not Apple Geniuses
According to a Friday article on Yahoo! Finance, Microsoft is introducing "Microsoft Gurus" at Best Buy and Circuit City stores nationwide. They plan on having 155 Gurus deployed by year-end, and will expand the program based on its success.While it may seem like this is copying Apple's Genius program, it's not. The Geniuses hang out at the Genius Bar in the local Apple Store, helping new Mac owners migrate data or resolve problems, fixing iPod and iPhone issues, and otherwise giving the customer help when they really need it -- after they've committed money to a product and can't get something to work properly. In contrast, the Microsoft Guru program is only concerned with pre-sales questions. Gurus provide demos of how Microsoft applications work together, as well as answer questions about PCs in general and Windows in particular. This is reminiscent of Microsoft's previous attempts at having in-store sales reps, particularly in 2004 and 2005 when the company had contract staff at stores to push the ever-popular MSN Direct Smart Watches. You say you've never heard of MSN Direct or Smart Watches? That should give you an idea of how successful that pre-sales program was!What do you think about the Microsoft Gurus? Leave a comment and/or take our poll. %Poll-19260%
Windows Gurus to infiltrate retail stores, tell you why Vista rules
In case you missed the completely baffling Gates / Seinfeld ad, here's the skinny: Microsoft is getting serious about polishing the tarnished Vista brand (its words, not ours). According to new reports, that aforementioned spot is just the beginning of Redmond's costly push to "change consumers' perception of Windows," and soon you'll be seeing Microsoft Gurus in your favorite B&M locations. These so-called experts will be there to "explain the benefits of Windows," but we're not sure if they'll only be around to answer inquiries or if they'll be actively approaching you in an uncomfortable attempt to talk about Aero and ReadyBoost. We're hearing that some 155 representatives will be deployed before the year's end at stores like Best Buy and Circuit City, so at least you now know where not to shop if you're terrified of confrontation.[Via Electronista, image courtesy of StarBulletin]
Apple to open first retail store in Australia on Thursday
We're sure that our friends down under have been wondering where is all the Apple love for Australia. Well, they can stop the sorrow and feel the joy as Apple is set to open it's first Australia Apple Store on Thursday, June 19. The store in question will be located in Sydney and will feature the "world's largest Genius Bar" according to a recent Apple press release (see, that's what you get for waiting so long). Apple also notes that the store will accommodate over 80 Macs and 60 iPods (talk about Apple goodness). The Apple store in Sydney will open at 5:00 p.m. on Thursday June 19. The Apple Store Sydney is located at 367 George Street, one block North of the Queen Victoria Building.[via ifoAppleStore]
The inside story on Apple Genius training
As we all well know, Apple tends to be a rather secretive company and this extends to their retail operation procedures, etc. Nonetheless, many of us have wondered what it takes to become an Apple Genius, those black-shirted folks manning the Apple Store's most distinctive feature. Well, Apple employees are not supposed to talk, but one former Genius and one current Genius speaking anonymously have let MacLife pull the curtain back a bit for a look at what it takes to be a Apple Genius.To get your foot in the door you have to pass a test on diagnosing Mac problems, then if selected you're sent to Cupertino for two weeks of training en route to gaining three Apple certifications. Then comes some "real-world" training at Apple Retail headquarters, before finally ending with some on-the-job training at an actual retail Store locations. If you've ever been curious about how Apple makes their Genius quota, MacLife's look is worth a read.[via Digg]
ProCare to be split into two services
For the past several years Apple has offered the ProCare program for $99/year. Basically, there were two classes of service that ProCare subscribers were entitled to: 1) priority service at the Genius Bar, including 14-day advance appointments (versus 2-days for regular folks), and 2) one-to-one personal training from Apple Store "Creatives." Now ifoAppleStore is reporting that these two classes of service are being split into separate programs, each $99/year.According to ifoAppleStore, ProCare will continue to offer priority repairs and access to the Genius bar, while the personal training will become a new program called "One2One." If there's any upside to this doubling the price/halving the service move, it is that it's supposed to take place on May 2nd. That means you have the rest of today to get in under the wire for the old price. If you had ever been seriously considering ProCare, today might be the day to act.
Now make Genius Bar reservations up to 2 days in advance
If you've every tried to get a spot at an Apple Store genius bar during a busy time, you know how frustrating it can be. Fortunately, you can set up an appointment using Apple's concierge service (either on a Mac at the store or online at home). But until recently, unless you were a ProCare member ($99/year), you could only make an appointment for later the same day. Fortunately, however, Apple has finally realized that it would make much more sense if you could schedule appointments further in advance. They have opened scheduling up to two days in advance for "guests" and 14 days in advance for ProCare members.To make a reservation, just go to the Genius Bar page and select your local Apple Store from the drop-down list.Thanks, Alex!
Beat the Genius Bar lines: Quick Drop your Mac
No, we aren't recommending that you pull a drive-by drop-off at your nearest Apple Store, but The Consumerist has a nice tip for beating those Genius Bar blues. Apparently, an anonymous and "disgruntled" Apple Store support employee sent them a tip on how to get the Geniuses behind the bar to whip out a 'Quick Drop' form, which allows you to simply fill out some paperwork and leave your Mac with the store. This allows you to work around all that pesky time waiting in line and getting diagnosed. So if you're in a hurry, head over to The Consumerist and read the full letter to get the run-down on how to save what little time you have.[Update: It's sounding like this tip might be bogus. We're receiving comments from those who claim to work at an Apple Store (we obviously can't verify) that the Quick Drop form doesn't exist, and the only way to receive any kind of express service at an Apple Store is to purchase a ProCare membership.]
Apple "genius" speaks out
Popsyndicate has an article today detailing the "Confessions" of a Mac Genius, aka a guy who worked at an Apple Store doing tech support. The guy had quite a lot to say. Here are a few highlights: Make your support appointments in advance. "Get a clue. Make your Genius Bar appointment in advance so that you're at least guaranteed a seat, even if it is an hour past your appointment time." Don't brag. "Don't come in here bragging about how long you've been using Mac's, or that you're a Mac tech at your company, or anything like that. It doesn't impress us and it makes you look stupid when you don't know how to do something simple, like reset your PRAM. We're only going to make fun of you, behind your back." Don't fall in love with your data. "[There is] a situation where a customers HD is failing and there's a high likelihood they will lose all their data. I would say something like 'Well, at least you can start over with a clean slate. How many people get that kind of opportunity in their lives?' Naturally, it is purely a case by case basis as there have literally been times we've had to break out a box of Kleenex at the bar." So how typical is this guy and his attitude? The spin on the article seems to be that being a Genius is a low-wage, thankless job and that tools like sarcasm and making fun of your clients can get you through a day with crybaby customers, with the occasional "good customer" bringing out one's bright side. I've worked in the service industry. I know how difficult and entitled people can be, but the attitude put forth by this article just strikes the wrong note with me. Pop over and read the whole thing. It's...illuminating.
