Apple Sours

May 21, 2009 8:29 AM

Apple Genius Bar not so Genius - I bought my macbook back in 2004 and recently took it into the London Apple store for help with a software problem.

This has happened once before and the helper did the usual checks, then said an archive & install would solve the problem and he did it for me there and then and it resolved the problem. This time, similar problem but the helper refused to do an archive & install - asked me if I had the original disc and I said I think I do thought not sure where it is. He said they are under time restraints, whittled off some bullshit answer about what he was doing even though I told him I understood tech so didn't need my hand held, and then ignored me to flirt with a female customer. Whilst this was happening the helper next to this one performed an archive & install from an external hd for the customer next to me. He said there was no one else waiting in the que and her problem was resolved there and then. My helper ignored me until someone else stepped in and offered to print out the instructions on how to undertake an A&I. Being English I didn't want to kick up a fuss though but as I am now struggling to find the original disc (i did buy this 5 years ago!) want to know if it is reasonable to ask them to perform an A&I for me? There doesn't seem to be a set rule but the first time I went the helper, well, helped and this time my helper didn't but the one next to mine did help (someone else that is).

What are my options if I can't find the disc?
Is it unreasonable to ask apple to sort this or send me a new disc or perform it in store?
Is it worth complaining about the helper who ignored me to flirt with a customer and then walked off?
Finally, if you say they should do it for me and I go back what if it is the same guy from last time who refused to help?

posted by numberstation to technology (12 comments total)

I didn't want to kick up a fuss though but as I am now struggling to find the original disc (i did buy this 5 years ago!) want to know if it is reasonable to ask them to perform an A&I for me?

No. Your computer is out of warranty. Is it possible that the person next to you had a newer computer under warranty, and that your earlier problem occurred under similar circumstances?
posted by mkultra at 8:40 AM on May 21

1. If you cannot find the disk, I would look for a torrent of the dis image. I can't give specifics, but there are copies floating out there. To keep things completely on the side of legitimacy, download ONLY the version of OSX that you are rightfully licensed to use.

2. Yes. Your system is way out of warranty.

3. Possibly, but to what end?

4. If you decide to go back and get the same person, respectfully request another tech.
posted by zerokey at 8:47 AM on May 21

Apple retail employees have a lot of freedom in how much or how little they help people beyond warranty requirements, so you should go back at a different time and try to get a different employee to help you, acting as if you've never talked to anyone about this before. Maybe even go to a different store, if you have multiple near you.
posted by scottreynen at 9:14 AM on May 21

Definitely go back and preferably to a different store. It's all about the specific tech. If you go back, don't mention that you were already there or tell a negative story. Just ask for help like it's the first time. But you are out of warranty, so you are asking for something you don't deserve - so be as nice as possible.
posted by visual mechanic at 9:25 AM on May 21

1) Yes, your system is out of warranty.
2) You probably have an iBook, not a MacBook, since MacBooks were released in 2006. I bring this up only to avoid confusion when you're talking to techs.
3) You may not even have to re-install the operating system. Why don't you describe the particular problem you're having and we can help you determine if it actually warrants an Archive & Install.
posted by mrbarrett.com at 9:36 AM on May 21

I agree with mrbarrett's comment that if you let us know what the problem is, we may well be able to help you fix it without an archive and install.

If you bought your machine in 2004, the original install discs were for Mac OS "Panther" 10.3. Apple's released two major versions of Mac OS since then -- 10.4 Tiger and 10.5 Leopard -- countless interim releases and security patches, and Mac OS 10.6 is generally considered to be imminent. 10.3 is old business in the Apple world.

It's entirely possible that they not only don't support 10.3 at the Genius Bar anymore, but that they don't even have the 10.3 install media there. While some users will hold off an operating system release, it's likely that almost everyone they support there is running 10.4 or 10.5.

If you can't find your install discs, it may be worthwhile to go ahead and upgrade your Mac to a newer operating system.
posted by eschatfische at 9:57 AM on May 21

Restating that Geniuses have a lot of flex in how they can deal with out of warranty units.

I told him I understood tech so didn't need my hand held

Then an archive and install shouldn't be a problem for you.

As for whether it's a MacBook or iBook, it's pretty simple. There were no MacBooks until 2006, so a unit bought five years ago couldn't be one. Also, a MacBook is labeled "MacBook" right under the screen, where as an iBook is correspondingly labeled "iBook" or "iBook G4". Macbooks have cameras, while iBooks don't. Does the power adapter plug in (iBook) or is magnetized (MacBook)?

But to really answer your questions:
What are my options if I can't find the disc? Is it unreasonable to ask apple to sort this or send me a new disc or perform it in store?
No, It's not unreasonable. They should be able to order replacement disks for you. In the states, my store charges $30 per disk, with most having two.

Is it worth complaining about the helper who ignored me to flirt with a customer and then walked off?
If you're unhappy with the level of service you got, yes I would complain. There may be a technical reason why they were able to reinstall the OS when you were in previously, but not at this time. (Not enough details)

Finally, if you say they should do it for me and I go back what if it is the same guy from last time who refused to help?
Your call. Again, if you're dissatisfied with the assistance you received before and get assigned the same Genius I'd ask for another one. You cant request a specific one ahead of time, but perhaps speaking to a manager would straighten out the confusion. Or try finding a non-corporate Authorized Service Provider near you.
posted by now i'm piste at 10:24 AM on May 21

Having had a little experience with this, I'll just add to piste's answers; in the UK the stores cannot order replacement disks but the tech support line can send them for you; price tends to be a bit steeper here (no idea why) but I'd have to warn you that I've had experience of them charging £55 per disk after VAT, so if you can I really would recommend you find your originals (if you're still running 10.3) or the retail copy of Tiger/Leopard if you've upgraded.

As for the agent declining to reinstall it for you, there are certain software services that Genius Bars charge for and while I'm no expert on their procedures I believe reinstalling is one of them, as is data recovery. If a previous agent did it for you before it sounds like he may have had both a large amount of spare time and a generous streak. However directing you to the instructions for the process so you didn't need him to do it for you is much more reasonable to expect, and if as you say he was giving his attention to a new customer before ensuring you had those steps then that was a little... undiplomatic to say the least.

Authorized Service Providers are only obliged to provide hardware service and anything they do on the software side is at their own discretion.
posted by fearnothing at 11:11 AM on May 21

This level of arrogance is not unusual at the Regent Street Apple Store. I took my wife's out-of-warranty big-sentimental-value iPod in for repair (mauled by baby) and the Genius Bar people told me to throw it away and buy a new one.

There's a place called Mac1 literally round the corner at 10 Hanover Street, specialising in all kinds of Apple repair work. The staff did an excellent job on the iPod at a price considerably lower than buying a new one, and were friendly and courteous.
posted by Hogshead at 11:22 AM on May 21

Short of finding the originals you should be able to buy a shrink wrapped version of 10.4 on ebay. Just be sure it is the full retail version and not a disc from another computer as they tend to only install on the computer they came with.
posted by Gungho at 11:28 AM on May 21

Keep in mind that the person next to you might have had a computer that was still under warranty.

Yours isn't.
posted by 2oh1 at 3:29 PM on May 21

How about getting in touch with a Macintosh User Group:

http://www.apple.com/uk/usergroups/finder.html

The reason you were not helped doing an Archive and Install is perhaps that you are running a very old OS and that the Genius bar only are willing to do the most recent (10.4 and 10.5) A&I's
posted by KimG at 3:45 PM on May 23