Applecare Service under Geek Squad
As backup I would like to mention that the iMac computer is less than 2 years old, and has a 3 year service contract via Applecare.
After loading the latest OSX 10.5.6, my computer would no longer boot to anything other than a blue screen. After speaking an hour plus to an Applecare person in the Philippines, who was obviously following a simple set of logical tasks, arrived at the conclusion that the machine needed to go to the service center. Mind you, this machine had worked flawlessly until the latest OSX update was installed. In Bakersfield, Apple has contracted Best Buy Geek Squad.
The Geek Squad left me at the counter at their store a good 20 to 30 minutes while they worked with other customers determining what to do with my 24” iMac. They finally determined that it was Applecare and needed to go to an Applecare service center and wrote up a ticket for such.
After one week, the Geek Squad called me and said that no symptoms had been recorded on the work ticked. Clearly, the Geek Squad Applecare service center was not tied into the initial information regarding the symptoms Applecare derived when the ticket was set up. It wouldn’t take a great deal to turn the computer on and see that it doesn’t boot properly. Delay number one.
As well, this was the first that I’d learned that the Geek Squad had a certified Applecare center themselves. I had not been informed that it would go to a certified Applecare center, and assumed it would not be a subcontracted service. In the past, I have had relatively good results from Applecare technicians using the Applecare recommended services; this being an exception.
During week two, the decision by GSquad was that the machine needed a new harddrive, which was not in stock. That failing to resolve the issue, meant that they would need to get a new graphics card. This process started on the January 13th. It is the 18th of February today. I have been informed that the graphics card took 14 days to get from Apple. The machine currently is not ready to ship though I have been informed that as of 13th the machine, five days ago, the machine had finally been repaired. I have called today and told that it is still not packaged to send back to Best Buy, from where I must pick it up. (I purchased the machine directly through Apple.com store btw). One Geek Squad employee said they were running low on packing/shipping materials.
Conclusion, resolution and recommendation: I have made numerous calls not mentioned here regarding this machine and the result continues to prove to me the lack of customer concern and leisurely attitude to complete work by GSquad. Regarding their technical capability, I have no confidence. If I was Apple I would be ashamed to call this the Applecare center. Their access to Apple repair parts is a bottleneck that they are content to continue with. I seriously question their ordering process.
I am concerned when I do get the iMac back that it actually will work properly. I doubt that the Apple software that I paid to have preinstalled when I purchased the machine will be replicated. I have grave doubts that my harddrive was bad as it worked perfectly. I don’t trust the Geek Squad with the data on that drive. I have confidence in Apple’s delicate handling and screening of employees.
I am disappointed at Apple for not keeping a higher standard of Applecare available locally for Bakersfield. From now on I ship my computer out at my own expense or take the machines I have 130 miles to San Luis Obispo where I know there is a good expedient service.
I recommend Applecare return to gold standard service. It has dropped to a very substandard level, at least in my recent experience. I don’t recommend Geek Squad for anything other than a broken waffle maker; but make sure before you take that waffle maker in you are ready and happy to eat only pancakes for a long time coming.
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