A few days ago, my wife's iPhone started to get intermittent reception and service. We could place my iPhone (same model) next to hers and I would have full 5 bar signal (3G) while hers would show 'Searching'. So we swapped out the sim card at AT&T for a new one hoping that would resolve the issue. It didn't.
So than yesterday I had an appointment with an Apple store Genius. What a complete eye opener. While visiting with the Genius that was helping me, another Genius was commenting to a third about ways to NOT help customers. By asking lots of open ended questions, the customer would often say something that might void the warranty. For example, has the phone EVER been dropped? If you say yes, even it its been a year since it dropped and is obviously not the cause for the visit, they will state it voids your warranty.
Another example is to simply plug the device (iPhone, iPod, whatever) into their diagnostics and run more programs than are necessary in hopes to find something that isn't under warranty. Than focus on that one issue even if its not the reason the customer was visiting.
A third example: Don't mention ALL the options for replacement service. What I mean is this. A customer came in with a broken screen on his iPhone. He stated he dropped it, which obviously isn't covered in the warranty. The Genius told him for $199 they would replace the glass only, and he would keep his original device. The customer apparently knew the situation well enough that the CUSTOMER had to then request a completely NEW phone for $199 rather than simply replacing the broken glass.
When asked why the Genius would recommend just replacing the glass on a dropped device rather than swapping out for a new one (for the same price!), the Genius said some customers prefer to keep their original so they don't have to replace their data.
Taking your new iPhone home and connecting to iTunes solves this problem!
The shady tactics of the Genius bar makes me very wary towards buying a laptop from the store.
Obviously many companies use tactics like this, but most don't have the reputation that Mac has of being friendly to its own kind.
Anyone else have similar experiences at the Genius bar?
So than yesterday I had an appointment with an Apple store Genius. What a complete eye opener. While visiting with the Genius that was helping me, another Genius was commenting to a third about ways to NOT help customers. By asking lots of open ended questions, the customer would often say something that might void the warranty. For example, has the phone EVER been dropped? If you say yes, even it its been a year since it dropped and is obviously not the cause for the visit, they will state it voids your warranty.
Another example is to simply plug the device (iPhone, iPod, whatever) into their diagnostics and run more programs than are necessary in hopes to find something that isn't under warranty. Than focus on that one issue even if its not the reason the customer was visiting.
A third example: Don't mention ALL the options for replacement service. What I mean is this. A customer came in with a broken screen on his iPhone. He stated he dropped it, which obviously isn't covered in the warranty. The Genius told him for $199 they would replace the glass only, and he would keep his original device. The customer apparently knew the situation well enough that the CUSTOMER had to then request a completely NEW phone for $199 rather than simply replacing the broken glass.
When asked why the Genius would recommend just replacing the glass on a dropped device rather than swapping out for a new one (for the same price!), the Genius said some customers prefer to keep their original so they don't have to replace their data.
Taking your new iPhone home and connecting to iTunes solves this problem!
The shady tactics of the Genius bar makes me very wary towards buying a laptop from the store.
Obviously many companies use tactics like this, but most don't have the reputation that Mac has of being friendly to its own kind.
Anyone else have similar experiences at the Genius bar?