What to expect at Genius Bar?

Question

Level 1

15 points

What to expect at Genius Bar?

So, I have an appointment at the Genius Bar tomorrow evening to hopefully resolve three issues with my launch day 3GS:

1) Call volume is very low. Very difficult to hear calls through the handset, even worse through the speakerphone...
2) Battery life isn't that great. Not as terrible as some people here are reporting, but definately not what is advertised (and I'm not really putting heavy use on the phone)
3) People have been telling me that sometimes when I send them a txt message, they get blank messages, half of a message, duplicates of a message, or one time, my girlfriend said she got half of a new message combined with half of an old message.

So my question is, I've never owned an Apple product other than an older iPod nano, so I've never been to the Genius Bar. What can I expect? Are they just going to replace the phone? Sim card (I'm assuming the txt issue is a sim card thing)? Also, does anybody know if they're giving out refurbs yet or is it still too early for that?

I just don't like walking into things blind, so a little foresight would be appreciated. Thanks!

iPhone 3GS, iPhone OS 3.0

Posted on Jul 5, 2009 5:58 AM

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Answer 1

Tamara

Level 6

13,744 points

Jul 5, 2009 6:11 AM in response to chrispo86

They will check the phone and determine if there is a problem with the handset. If they determine a problem exists, they will replace with a service unit. There is no way to know if a service unit is new or refurb, both look new.

As far as the text issue, that could be a problem with ATT.

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Answer 2

w7ox

Level 4

2,407 points

Jul 5, 2009 6:52 AM in response to chrispo86

I've always had good experiences when taking a product to the genius bar. All have seemed knowledgeable, professional and courteous; and as a bit of a techie myself (engineer, ham radio operator/builder) I am picky about such things. Definitely a big cut above customer service and tech support with non-Apple products.

There have been scattered reports here of unpleasant experiences, but I've not had one.

Phil

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Answer 3

Jul 5, 2009 7:04 AM in response to chrispo86

For the most part they are very friendly, although like someone mentioned, some may just be having a bad day. They are still human.

From what you describe it sounds mostly like a software problem, they may just restore your phone. Although if it is faulty hardware they will exchange the phone. No questions asked.

You should always back up your phone before you go, in case they have to really get in there and get down and dirty. =)

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Answer 4

Jul 5, 2009 7:34 AM in response to chrispo86

I've been to the Genius bar several times recently, and it's been a fantastically good experience. They've all been helpful and patient. I've noticed a huge range of personality types and problems and old and new hardware passing thru that bar and everybody I've seen has been treated well.

I've gotten a couple "favorite" geniuses simply because they already know my issues and can just pick up where we left off, a bit more info / experimentation and within 10 minutes everything's resolved. Plus I lucked out and found a guy whose "hobby" coincides with what I'm trying to do so his knowledge and expertise saves me so much research.

To say they've been helpful would be putting it far too mildly!

One thing I've seen that I really appreciate is they seem to have their egos under control and are willing to ask questions and help each other. Lots of excellent teamwork and they seem to enjoy learning and troubleshooting with each new situation.

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Answer 5

DCGOO

Level 3

769 points

Jul 5, 2009 6:27 AM in response to chrispo86

Expect to be led into a dark room lit by single bulb over your head. You will be seated in a straight back chair and interrogated just like all other criminals that walk in to the store. Don't make any sudden movements... JK

Actually, they will ask you what trouble you are having. They may ask you demonstrate the problem you are having. The more specific detail you can provide, the better. This is an effort to determine if it is something they can fix in the store, or with user training, versus replacing the phone. As long as you do not become a raging lunatic, you can expect professional friendly treatment at every step. They really do want you to be a satisfied customer. Don't assume any solutions, just report the symptoms.

I have no idea regarding refurbs. Frankly though, getting a refurb might be preferred. It is more likely a refurb has been checked for proper operation.

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Answer 6

chrispo86 Author

Level 1

15 points

Jul 5, 2009 8:43 AM in response to chrispo86

Thanks for all the advice! From what I saw the other day (I happened to be in the area and stopped in to pick up a case and screen protectors) everyone does seem very friendly and helpful, though about 4 different people said they would be right with me, finished helping the person they were with, and then went to the front of the store to help someone else, so it took about 20 minutes just to get service. Though, it was the end of the night and I feel like that's probably not the norm (I've done retail, I know how it goes lol)

Unfortunately I don't think it's a software issue, I've already restarted, reset, restored, reinstalled, and re-whatever else. That's why I've finally decided to make the 45 minute trip and hopefully they'll get everything settled out.

I don't know what to make of the text issue. I spoke to ATT about it and they denied all blame and said it was the fault of the other person's carrier. But I've noticed some of my texts are getting double and triple charged, but again, ATT said they can't do much about it because they can't look at the contents of the messages to see if they were over the character limit. But that's an issue for a different day...

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Answer 7

Jul 5, 2009 9:50 AM in response to chrispo86

If it will be your first time and you have to show them a lot of evidence, reserve 2 timeslots in a row so you get 1/2 an hour (go to the retail store you want to visit online to make appt). After your appt write down what they showed you so you can remember. Also, they have free classes.

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Answer 8

Jul 5, 2009 6:53 AM in response to DCGOO

Depends on the "genius" you work with. Some are nice and some can be complete A-holes.

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Answer 9

Tamara

Level 6

13,744 points

Jul 5, 2009 7:38 AM in response to samven582

The same is true of customers. I've watched customers at the Genius Bar and some are polite and get great service while the rude, "I'm entitled" ones get mediocre service.

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