For a company that prides itself on its simple, easy to use products, Apple sure has a complex and painful support process.
My experience:
My iPod Touch – about 3 1/2 months old – had been having issues with its screen showing white wavy lines when I powered it on. They would typically go away when I powered it off an back on again, so it didn’t really affect the device’s functionality, but it was annoying. Since it was under warranty, and my 90 day Target receipt (where I bought it) was up, I decided to take it to the Apple store in the Freehold Mall.
So I went there in the late afternoon. It was busy, but that store is ALWAYS busy. 
I went to the genius bar where the “concierge” asked me if I had an appointment. I didn’t, and I powered on the device and showed her what was wrong. Clearly, a product defect and a simple exchange. She told me she could not have a genius help me without an appointment, or I could go on standby, and there were 7 people on standby so it could be an hour wait. She couldn’t figure a way to fit me in – even if it meant giving me a later appointment and sending me to wander the mall for an hour, I would have to stay in the store on standby. Seeing that as a waste of time, since I had to go pick up my daughter, I decided to leave.
I went home, and made an appointment to come in on another late afternoon. I showed up early, and they took me promptly. They said they would gladly exchange it for another one, but when the genius went into the back to get one, she came back out and said they did not have one available. Now – I know they have brand new iPod Touches in stock, but those – are for customers who are buying new ones. No – they would give me a new replacement, but it would have to come from the stock of replacements, which had a different part # and which they were out of – so now they had to order one for me. So now – I had to leave again, and come back.
They ordered it, and it came in the next day. I went in two days later to do the exchange, and got the replacement device.
This was incredibly inefficient and caused me have to go to the Apple store three times for one transaction. The mistakes I see are:
- Not helping me as a customer with a clearly defective product right away.
- Not replacing a defective product with another new one right away.
The three trips were unnecessary, and now I’m totally dissatisfied with Apple’s customer service. I’m spreading the word. If you have an Apple product, they will nto make it easy for you, if you have an issue with it. Their products are simple, and great. Their support and stores stink.
–*Rob
