In the past, I’ve always just waited until Monday morning when I could stop by Tekserve on the way to work, but this weekend I decided to give the so-called “Genius Bar” a shot and I toted my PowerBook over there looking for some resolution to a problem with personal file sharing. On Saturday morning, the wait was longer than I had expected, though still reasonable at about ten minutes, and I had a peppy technician poking around the laptop’s settings before I knew it.
As with most technical support I encounter, there was the customary preliminary questioning to establish that my problem wasn’t something completely obvious and that I had at least a bit more know-how than a typical retail customer, but it wasn’t nearly as patronizing as even the support I get from Apple’s phone support personnel. Before too long, they had identified the problem as a permissions issue and resolved it easily enough, which was terrific even if I got the sense that the technician was almost as surprised as I was that his solution worked. In any event, I was generally pleased; I was in and out of there inside of thirty minutes with my problem solved and having been charged absolutely nothing.
That’s a heartening story: my experience with Apple (and I suspect that it’s not helped by being a woman with a reasonable amount of technical knowledge) is that they patronise me up to the point that they establish I’ve exhausted the knowledge base, and then freak out. A problem with my Airport Base Station was resolved a couple of months ago BY ME, in the time that I was ON HOLD to Applecare. I paid something like $500 for this service, so it’s frustrating that it’s simply time-consuming rather than useful.
But I’ve found an excellent reseller, and he’s happy to answer my questions when I have them. So all may be well.
It seems that you’re cured of whatever ailed you?
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