This is an unabashed rant, forged in my (presently) black and merciless heart. Read more if you dare.
I believe I made my last trip to the Cambridge Apple Store yesterday. As I picked up my monitor, technicians couldn’t find a problem and suggested I bring my computer and display into the store for further testing. There followed a heated discussion
I was angry, then depressed, and now I am weary. My desire to have a functional computer has, at this point, turned into a endless loop. I have a serious problem at home, and make a more than reasonable effort to document the problem and aid with their inquiries. I am rebuffed with an attitude of “show me or it’s not a problem.”
Yet it is a problem, and in this interaction I am not the technician but the customer, and I tire of attempting to devise unit tests for them. I tire of moving computer equipment back and forth, and most of all I am tired of being treated line a moron.
“Show me or it’s not a problem” is not a useful support paradigm, and it certainly isn’t quality customer service. Combined with unwillingness to help along with extreme customer disdain and distrust, it is going to earn them a letter of complaint or two.
The apparent ineptitude of the Cambridge Apple Store’s technicians is made all the more clear after dealings with Apple’s product specialists. I have had three dealings with them, and I have noticed a few things. The first is that they listen to what I have to say, and use that information. The second is that they genuinely think about the problem, and suggest various tests to eliminate possible problems. Instead of sending me home packing and telling me to come up with some sort of unit test on my own, the product specialists work with me to find the problem.
Yesterday after I got home the display acted up after a few hours. I knew it would. I placed a call to a product specialist and half an hour later he had gathered quite a bit of information from me and had posited that the quality of the power input from the wall socket might be contributing at some level. He suggested I purchase a power regulated UPS, which I did (and it will be arriving later this week). In addition, he escalated the monitor issue to engineering, and I will hear back from them with a further course of action in a few days.
Will a power regulator solve my problem? Maybe. If it does, I am delighted. If not, it eliminates another unknown and takes us one step closer to a resolution. I am left wondering why, after half a dozen trips to the store with no problems found, the local technicians didn’t suggest this (or anything that might aid them in their unending quest for technical excellence).
Kudos to the product specialists, and boo to the Geniuses at the Cambridge Apple Store. I will turn to the former when I am looking to get my problems resolved, and to the latter when I am looking to lose faith in humanity.