Genius Bar should have an emergency line . . .

[Kmax82]

I think mugs hit it on the head, but I just want to add a few things.

Things to remember, people don't think about how popular the iPhone has become, how many people have iPhone, how stupid a lot of those people are and there has to be a process for repairs/service. In the same way that they're (Apple) having trouble reviewing apps, I would say they're having trouble keeping up with service demands from the multitude of users that are on the iPhone. This means that they will either 1) need to change their process for service needs (I don't see this happening), or 2) hire more staff to accommodate the need.

The other thing, JC86, is while it would seem that the Apple Genius did the EXACT same things as the other employee... it's a matter of chain of command. The Genius is the one who has the authority to hand out replacements. He/She is also the one that is liable for those replacements. If the other Apple Store employees had that responsibility they would be Genius'. There has to be a ranking of service/support at the stores, or else it would be even MORE chaotic as people would be asking for service from anyone at the store. This way they have a set method. You need to buy something.. you talk to anyone, but if you need service/support.. there is the Genius Bar. It has to work like this, or else there is no rhyme or reason to what you do when you come in for service related issues.

Does AT&T not offer support for the iPhone at all? What do people do if they don't live near an Apple store?

No, AT&T doesn't service the iPhone. They don't really service other phones, either, unless it's a SIM issue, or you pay for their warranty service. If you don't live near an Apple store, you have to call Apple Support, just like you would have to do with any other tech related item.

 

[nitromullet]

For a company that prides itself on customer service and support, is that too much to ask? As ATT/iPhone customers, we are paying a premium for the convenience and simplicity that the iPhone offers. Yet this whole ordeal was unnecessarily inconvenient when it didn't have to be.

The thing is everyone who buys any Apple product is paying a premium. You don't think I could have found a cheaper laptop than a MBP 13"? I'll agree that if the wait times to get access to the Genius bar are measured in days (and not hours) than there is a problem that Apple needs to address to speed up access for everyone.

I'm also no Apple apologist. My only experience ever with the Genius bar was not a positive one either. Long story short: I waited like 4 hours to talk to the 'Genius' who informed me that I had to call the 800 number to have my issue addressed. Sure, at the end of it all Apple took care of me and I was pleased with the end result, but the whole Genius bar experience was pretty lack luster.

Just out of curiosity, what would have happened if you had called support about the iPhone issue instead of gone to a store? Would they have walked you through the steps to test the phone and then issued you an RMA, or would they have told you to take it to an Apple store?

 

[JC86]

Originally posted by: nitromullet

For a company that prides itself on customer service and support, is that too much to ask? As ATT/iPhone customers, we are paying a premium for the convenience and simplicity that the iPhone offers. Yet this whole ordeal was unnecessarily inconvenient when it didn't have to be.

Just out of curiosity, what would have happened if you had called support about the iPhone issue instead of gone to a store? Would they have walked you through the steps to test the phone and then issued you an RMA, or would they have told you to take it to an Apple store?

I didn't bother trying to call tech support with the problem because 1) I was 95% sure it was a defective phone that needed replacing. 2) My friend was returning to NY in two days so we were either going to get it replaced right away or have to wait until she went back to NY anyways and 3) I just don't like dealing with telephone tech support in general. I think must of us can agree that telephone tech support is designed for the people who have trouble using Google. If I had to venture a guess, I think they probably would walk me through all the diagnostic steps and issue me an RMA as opposed to letting me bring it in to an Apple store for immediate replacement.

That is a good idea though, to allow telephone tech support to diagnose and issue an immediate RMA that can be processed at your local Apple stores. As opposed to agreeing to disagree on what qualifies as an emergency, there has to be a more efficient and consumer friendly way to process these issues as they are bound to come up more and more often as the iPhone gains market share.

 

[Kmax82]

Originally posted by: JC86
That is a good idea though, to allow telephone tech support to diagnose and issue an immediate RMA that can be processed at your local Apple stores. As opposed to agreeing to disagree on what qualifies as an emergency, there has to be a more efficient and consumer friendly way to process these issues as they are bound to come up more and more often as the iPhone gains market share.

Actually, that would be perfect. Then you wouldn't have the horrible wait times that can happen (try getting an appointment right after an iPhone launch). And there could be a quick turnaround for product replacement.

Make this happen Apple.