Wednesday, September 16, 2009

Genius Bar Rocks

I had an appointment to go to the Genius Bar at the local Apple Store today and have them check out my Nano. I'm glad I went as the "genius" who helped me actually gave me a new Nano, replacing my suspect one with a refurb for free.

Very cool for me, and great customer service.

This after AppleCare declined to do anything, and didn't even tell me anything. There's a disconnect in Apple customer service, possibly on purpose, and it's a little annoying. However the service at the Apple Store I got will ensure I am happy and willing to stick with Apple products. At least some of them. I'll also be heavily considering a Macbook for my next laptop.

This started when my Nano started acting up. It constantly rebooted when I attached it to my PC. So I did a few troubleshooting things online and decided it needed a repair. Actually I didn't do much since almost nothing would work. I'd hoped to reformat it, but that didn't work.

So I scheduled warranty service with Apple. I'd bought this in Jan. and since it was post 6 months, I had to pay a handling charge. $30, which isn't bad, I guess. I could have bought an Apple care support item, but that would have caused me to pay $40 more for 2 years coverage. Debatable if that's worth it. Best Buy wanted even more ($49).

So I paid it, a couple days later a FedEx box arrived. I packed it up, sent it off, and about 3 or 4 days later I got a box back. I opened it, found my iPod with a pre-printed form that gave various scenarios. Actually it gave 3, all of which were bad news. One was liquid damage, so sorry, one was something else, and one was "damage caused by excessive force." Mine was the last one, with a nice little X in the checkbox.

That's it. No other information about what was wrong with my Nano. For all I know they opened the box, put the paper in there and shipped it back. I looked over my Nano, checking for issues. I find no evidence of damage. A few people suggested online I check the connectors, but they look fine. They charge the device, but it won't sync. It plays music, even logs Nike+ stuff. The only thing it doesn't do is sync. Sounds like software to me.

The options on the paper were almost non-existent. A few people suggested contacting the Apple Store, so I did. They said I'd likely have to buy a refurb, but that only the Genius Bar coudl look at it.

And I'd need an appointment.

OK, no biggie, I go to make one online, and they don't have any for 2 days. I make one, and show up today. Every person in the Apple Store has an iPhone, they can check me in, and they Q me up for the next slot. There are like 8 or 10 Genius' people, at 12:30pm on a Wed, helping people. My appt was 12:40 and 12:42 they called me up.

They guy asked me what happened, looked at the paperwork, and then plugged in my Nano. He agreed it was likely software, but said since he couldn't format it, and it sounded like that was the issue, he'd give me a new one.

It took about 20 minutes, mainly him typing and filling out paperwork. They didn't have another green one, but I said no issue, and got a refurb, 8GB blue one to replace my 8GB green one.

Great customer service, the people were nice, and the constant videos on the wall, all showing hints on how to use your iPhone, iMac, Macbook, or iPhone were cool. I learned a few things while I was waiting and want to try them out. I actually did try one thing out.

I also got a hint for my books on CD ripped to iTunes, so I need to try that.

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