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Nov 29
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Today for the first time I used Apple’s Genius Bar, for those of you that haven’t used it (or don’t own a Mac) I’ll explain what it is. Essentially it’s an in-store helpdesk, if you’ve got any problems with your Mac hardware, software or accessories you can pop into the store and they’ll do what they can to help you out.
The other day the scroll-wheel on my wired mouse stopped working an (as I Twittered) it felt like having my arm cut off. I’m just so used to scrolling as part of my web workflow that everything felt so much slower without the ability to scroll up and down without moving the cursor. Luckily I had a spare Logitech wireless keyboard/mouse combo so I switched to that for a while but the ergonomics aren’t quite the same and I much preferred the plain Apple white mouse – I had to get if fixed.
So this morning after visiting a costume hire shop (my work’s Christmas party has a 70′s theme) I thought I’d pop up to my nearest Apple store and get them to have a look. I booked a slot at the Genius Bar on the web so that I didn’t have to wait around (it’s a Saturday leading up to Christmas, it’s busy), after wandering around the shopping centre buying imported American cereal, chilli sauce and cornbread mix I went to the Apple store in time for my 12:40pm slot.
I just walked right up to the concierge, she checked my time slot and summoned one of the ‘Geniuses’ over to help. We sat down at the bar (it really is laid out like a bar, complete with bar stools – no beer or free nuts though), I explained the problem, he tested the mouse on his laptop and then set about performing a strange trick with the mouse and a piece of A4 paper. Essentially the little wheel was gummed up with finger-grease (eeew) and after testing the up/down and left/right scroll capabilities we were all done.
In retrospect I could’ve tried that myself and considering the fact that I’m a techie (or ‘IT Professional’ in résumé-friendly lingo) I probably ought to be ashamed of myself. But I’m not – in fact, I’m kind-of pleased with myself. I’m pleased because I took that leap of faith in Apple, I had a problem with some Apple stuff so I took it to the shop and they sorted it out. This seems like a very simple concept but the fact that they’ve got a dedicated area of the store with dedicated staff just to help people out with problems to me seems brilliant. You won’t get that level of service with a Dell, an Asus or a Compaq that you buy from a regular high-street retailer – you’d be lucky if the Saturday jobber in Currys even bothers serving you.
Now I know that my problem wasn’t exactly quantum physics and I’m sure that these ‘Geniuses’ have their limitations but the fact that they’re there gives me comfort, especially as I tend to buy gear online. Knowing that theres someone in-store to help me out if I need it is great, especially given that many retailers have utterly disconnected physical and web presence. It’s absurd how many times I’ve heard something like “Oh, we can’t help you with that – you bought it On-Line, it’s a different department.”. Usually you’re asked to email something like: wasteofmytime@uselesscustomerservice.com and they get back to you with a within three working days with a ‘ticket number’, the whole thing ends up taking a pathetic amount of time to solve and often involves sending physical (i.e. snail mail) letters to confirm x, y and z. In this case I think that Apple have definitely got it right, my only criticism is that there aren’t that many Apple stores around the country and even I had to travel for an hour to get to my nearest – at least I got to play with the ‘shake’ functionality on the new iPod Nanos, damn they’re sweet.
