Apple Genius Bars Or The Local Repair Shop - Which Provides Better Service?

After reading this, I had to smile as he will likely be the only person in the known universe to assert that anything HP does in the customer service dept is anything other than horrible. But then he went on to talk more about the Apple Genius Bar and based on my opinion, I would be inclinded to agree - to a limited extent.

Apple’s business model works quite well for their retail goals. PC users can kick and scream all day, but it is the use of Windows that keeps Geek Squad and other repair techs in business. Even myself, as a one time repair technician in my own business, would admit that it was Windows OS flaws that kept my appointment book full day after day.

But as far as Apple’s tech support strategy, I think the user is always going to be better off with the mail-in support in lieu of their Genius Bar concept. Because frankly, in three difference instances at two different locations, these guys are morons - I am not even kidding. I will point out that I am sure that many of the folks that work in this capacity bring years of knowledge and would point to a local favorite of my in Bellingham, WA known as the Mac Medic, although I believe he has now retired. Unlike the children employed at the specific Apple stores I visited, this is the kind of guy that actually understands what the Mac using customer is needing. All thanks to a thing called wisdom and experience. No trendy name like “Genius Bar is going to beat that.

Anyway, I digress. What do you think the odds are that PC users are getting better customer service on the PC than with the Mac? On the phone with the direct manufacturer, I am going to give points to Apple Care. But on the local front, these Genius’ are anything but based on my limited experience with them.

In the end, each platform has its advantages. And I would never tell someone not to try a Mac based on a few poor local experiences. But it does make consistently a bit more troubling when Joe Blow PC user leaves Windows for OS X, only to discover that they are better off with a phone call to Apple Care than with trip to the Apple Store.

As for HP, let’s just say they make good printers and leave it at that. It’s just really hard for me to get behind big named companies like this anymore as their support is awful on any level. Am I wrong? Tell me about in the comments section, just be kind and make your points specific.

[tags]tech support, hp, apple, windows, os x[/tags]