Anyone here have any tips for dealing with Apple support?

september · ‎03-09-2010

I've had problems with my 9 month old mac book for a few weeks. Have tried the forum, then phone support...things are getting worse over the last week, and they do seem to discourage users from taking the dang thing into the store where it was purchased!

I admit I'm not the savviest tech user out there, but the 20 year olds I speak to over the phone tell me to do the stupid stuff...like the newer updates, cleaning out my cache, etc.

The next available appointment for me at the Apple Store is next Thursday! I've been working with them for the last week, and this is the best they can do for me?

Jeannie29 · ‎05-18-2014

You can make an appointment with their Genius Bar, but I've had success just walking in and explaining my problem. Many times the floor associates can handle the problem and if they need to turn it over, the Genius Bar will have cancelations or gaps in appointments and may be able to fit you in

deedledeedeedle · ‎05-27-2014

I'm sorry, @september, that your MacBook is acting up. I've found that it is best to go to the Genius Bar when having this type of issue. That's where I head when having an issue. If an appointment cannot be made in a timely manner I recommend calling straight into the store. I've actually been helped before store hours if I plead my case strong enough.

Good luck.

dee

I forgot to add that my MacBook is 8 years old and going strong!

september · ‎03-09-2010

Jeannie, I thought I called the local store today to set up an appointment, but I got transferred back to the same phone support group I'd already spoken to three times...who weren't able to help me.

I think I should just be waiting outside the store when they open Monday morning?

they did send me a survey about whether or not their phone support helped me, and I said absolutely not. Maybe that will move me up in the line and I won't have to wait until Thursday?

Ive never spent $2000 for a laptop, but did so because others raved about Apple support. I'm not getting it.

skuggles · ‎11-20-2013

You can just keep looking at the appointments in case of cancellation, or look for one in another store. I hate to say this, but I think the CS is not as good as it used to be. I took my 5 year old macbook in recently because the track pad no longer responds to physical clicks, which limits you quite a bit. I explained it all in the area apportioned on the appointment set up page online. I had to wait briefly, about 10 minutes, only to be told they wouldn't fix it, because their policy is not to repair "vintage" phones, computers or ipods. Now they wouldn't even consider, even if I paid. I have no idea the cost, because they wouldn't even discuss it. I had written the exact problem down on by appointment page, so why did I have to drive 1/2 hour to be given this information. I was told to go to an independent and they highly recommended one that is 1.5 hours away, or to get a wireless mouse.

I am having some other minor issues with the functioning of the computer, and not surprised. But I have a lot of memory still, and cannot spring for the ~2 grand that it would cost to replace it, right now. So I got myself a great Logitech bluetooth mouse from Amazon for a small sum.

But I still do not understand why they couldn't tell me this when I made the appointment, you know ... have someone read the information they asked for BEFORE I went in, and maybe e-mail me with the information that they gave me when I got to the store. grrrrrrrrrr Maybe save me some three hours, and the day off from attending to my obligations. I wish you better luck. Since it's under warranty still, they should give you great service.

september · ‎03-09-2010

Skuggles. I have noted that as soon as you start to speak to a tech on the phone, there is an expressed "empathy" for your problem! Whether or not they solve the problem or waste a lot of your time....that's not so important.

Yes, this is still under the original warranty, and I've already had to have a defective charging cord replaced. Did not care so much when I had a PC that I paid $500 for...but this was 4x that amount.

libbyannE · ‎10-27-2010

The couple of times I had an issue, I walked into the nearest store and got superb help. I don't mess with the people on the phone. The stores are outstanding.

AngelPuppy1 · ‎03-13-2010

We have an old desk top which I am using as I type this, and we were having some issues and they could not seem to be fixed over the phone. Neither DH nor I are computer savy at all. So, we called and got an appointment with the nearest store which is close to an hour away. It was inconvenient, but I have to say, that one of their "Geniuses" fixed us up in no time and were very pleasant. I hate trying to solve a problem over the phone especially when you, yourself, don't know what you are talking about (LOL) and then the person over the phone seems to have an attitude!!!!

"A day without sunshine is like, you know, night." - Steve Martin

glb613 · ‎03-09-2010

@september wrote:
I've had problems with my 9 month old mac book for a few weeks. Have tried the forum, then phone support...things are getting worse over the last week, and they do seem to discourage users from taking the dang thing into the store where it was purchased!

I admit I'm not the savviest tech user out there, but the 20 year olds I speak to over the phone tell me to do the stupid stuff...like the newer updates, cleaning out my cache, etc.

The next available appointment for me at the Apple Store is next Thursday! I've been working with them for the last week, and this is the best they can do for me?

Why don't you post the problem here? There are people who migh be able to help or at least give you an idea what's wrong. I have found when dealing with people who aren't tech savvy, they don't explain the problem correctly. Because of that, they don't get the right answers. Too often, tech support doesn't take the time to probe or ask the right questions to identify the problem.

Cats3000 · ‎10-07-2013

I'm surprised. Do you have Apple Care on the computer? We do. We've had to use Apple tech support for our iMac, our iPhone and our iPad for a variety of "how-do-we-do-this" issues or something has seemed to have gone wrong issues, and have had great results.

What they are telling you over the phone may not be "stupid stuff". Have you tried their "fixes"? If those haven't worked, you might want to go to a nearby Apple Store and see if you can get a "fill-in" appointment at the Genius Bar to get help.

Other than that, I'm at a loss.