About three years ago, clinic I made the switch to OS X for my personal computing system. I’ve never regretted it, nurse and I’ve been looking forward to the new Intel/Apple machines for months now. So why does Apple choose the holiday season — the time I’m actually considering the purchase of a new machine — to flat-out piss me off?
Just in time for holiday traveling, the AC adapter (aka the “plugger inner”) for my iBook decided to quit working on me. This shouldn’t be a big deal, but as the adapter is less than three months old, it rather irks me (The fact that it’s the second adapter I’ve purchased in the past year makes it even more irksome). No problem, though: I have an Apple Store in my hometown, and I can simply trade it in there, as it does have a one-year warranty. Right?
So at lunch today, I enter the Apple Store, adapter and warranty in hand, and tell the smiling woman at the front “This is broken, and it should still be under warranty, so I’d like to get it replaced.”
She smiles, and points me to — and I grit my teeth every time I hear this phrase — the “Genius Bar” in back of the store. For those who don’t know, the “Genius Bar” (F* you, Apple, for calling it that!) is nothing more than what most stores would call Customer Support. The woman is pleasant enough to escort me to the counter, where she asks one of the “Geniuses” to help me out. After all, it’s basically a power cord (granted, a $79 power cord), and if it doesnt work, it’s broken.
The “Genius” tells her I need to fill out a form online. No problem, I think, paperwork is essential to any well-run business. So the woman leads me to one of the display computers where she calls up an online form and asks me to fill out the required information. OK, no problem so far.
Until I fill out the form and press submit. That’s when I realize the “form” is not a warranty form or anything so useful as that. It’s a freaking “reservation form” to sign up for a time to talk to the freakin’ “Genius” standing 15 feet away from me. And the next available time is two hours from now.
A reservation. To make a complaint about a shoddy product. Inside the same store I’m standing in.
Dammit, I’ve been SOOOOoo looking forward to the new Intel-based iBooks (rumored to be out in January). But if Apple continues to insist on treating its customers like drones and idiots, I’m beginning to think I might have to cross back over to the PC world after all.
Sure, the Windows operating system sucks compared to the reliability and versatility of OS X, but dammit, at least I can get a new power cord without making a reservation.
Please Apple, you’ve got a chance to finally show the world that OS X is a viable — and superior — computing platform. You really do have great products, and an amazingly great reputation for quality.
Just quit being such a little bitch about it, would you?