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From weekly column to flame-bait.

I try not to comment on my own articles.  To me its like defending an article that can’t stand up on its own. But I do have a couple points I thought I should bring up.

One is to the reporting of this article by tuaw.com.
http://www.tuaw.com/2006/12/08/apple-genius-speaks-out/

Hey guys, thanks for posting this article.  Very interesting comments all in all.  There is a correction I wanted to point out.  The gentleman I interviewed is an actual Mac Genius who does currently work for Apple.  In your blog posting you mentioned him not only in quotes as an MG but that he no longer works for Apple.

That’s entirely incorrect.  And having been an MG myself, I can attest for the pay scale being lower than an equivalently certified technician.  In fact the pay scale for the MG is dramatically less now than when the position was initially created.

Second a slight clarification about this interview.
I would have done a better job prefacing these questions as inner thoughts or “behind closed doors.” When I approached the MG, I encouraged him to feel free to be honest and share his thoughts without thinking about being on stage–a phrase Apple Stores use as their credo.  I believe I used the words “have fun.” I would have hoped people could take this as an experience, as an opportunity to see one persons insight.  Anything less would have been a puff piece.

I applaud this Mac Genius for being willing to do the interview.  As to its accuracy, all I can say is, aside from my personal experience, I’ve been contacted by several MG’s since the interview who have congratulated me on an article well done. It’s interesting that the MG’s I still maintain friendships with have all congratulated me on this article.  They read enough articles about how horrible customer service is at Apple, a company that claims to be perfect in every way.  They were glad to see a piece that showed a different side of the coin.

Also, to sweeper.  Next time you give yourself away as an Apple Employee, don’t use your own IP address.  You live in New York and SoHo is the only NY store that uses the term sweeper.  You must be new.

Anyway, that’s my addendum.  Happy holidays!

WOW, is it really surprising that there are disgruntled employees at Apple?  Not really, so someone is an ass in a customer support role.  I don’t really think Apple is an exception to the rule.  Most people dealing with customer support at one point end up hating most of the people they deal with.  People are assholes. 

Boy Mac people are really hypersensitive.  Grow a pair people.

What’s the fuss? A MG is no different than any other computer store employee. Over-worked, underpaid, and universally dis-respected. In our capitalist society where only a priveleged elite make big money and get the high status jobs we look down our noses at those who serve us. Like it or not, the guys/gals selling/fixing the computer (you name the store, Best Buy, Future Shop, Compusa, Apple, etc) have to work weekends and often evenings just to have this job while their employers barely give them enough materials (and definitely not the time) to understand the products they are selling. In order for someone to be semi-successful in this line of business there is a lot of time spent outside of work keeping up with no compensation provided. Because the salaries are insufficient and career-minded workers are not encouraged (their salaries will never allow them to have a family and a future) these people are vetted to people who will accept the low salary/high work requirements (re: a stepping stone job that will only last a few years at best).

Does this MG really express anything different than can be expected from someone in their line of work? I think not. Having been an employee at a Mac retailer I can fully relate to the constantly ringing phone, the customers who just want support, the demands from management for impossible levels of service, and the demanding customers (the worst are some of the regular customers who try to use their regular status as a way to leverage more than management will allow). As the employee you are constantly in conflict between the customer demands and the management demands which about 10% of the time overlap into complicated scenarios. I’ve worked better paying jobs with lower demands on my mental space for sure.

I’ve never been more stressed in a job than my job working with a Mac retailer. What this MG says is honest and real. Actually, he doesn’t say anything really controversial nor does he say that anything abusive of the customer is happening. I don’t see much fire here to warrant the condescending posts.

If you haven’t thought about the long-term pressures of the retail job before commenting I’d recommend doing it before posting your next novel on why this MG has an attitude problem.

I’ve got some recent experience with the Genius crew and reading this interview about the rudeness of customers made me laugh. Speaking from the other side of the “bar”, I can tell you that you’ve trained me to be rude.

Three weeks ago, my MBP Core 2 died. Playing WoW, it froze - mid-cast - and never came back. After some diagnostic work, I was fairly certain the drive or controller was dead. But, I took my comotose laptop to the genius bar and kept my mouth shut and left them to their, hopefully, more experienced diagnostic procedure. I also elected to be a friendly, patient and understanding customer knowing that these guys didn’t break the laptop.

First I had to wait to make an appointment (how much diagnosis does it take to realize the laptop’s dead). Then, upon getting an appointment, I had to wait well after the scheduled time. (waiting is a big theme here) After telling my genius the basic problem, the genius tried to boot it off an external drive. After a bit of watching the blank screen, he wandered off. Then, he came back, and started hammering away on the computer behind the bar. This went on for about ten minutes (never talking to me) at which time he handed me a piece of paper say “we’ll need to take a closer look. but, because its so new, it’ll be a priority. We’ll get back to you tomorrow”.  (all that waiting for what was, in effect, a drop-off at any other retail establishment)

Now, I knew that was a pipe dream, so I waited over the long weekend and went in the Tuesday afterward (six days later). “Oh, we’ll look at it now!” What? Sigh. Okay. Wait Wait Wait in the very boring store. Finally, they come out and say “Well, we’re on the phone with corporate and it could be a while. We’ll call you this afternoon.” Okay - patient customer leaves without complaining that I had to come in and prod them to look at my laptop. And wait.

The day passes - no phone call. Next day… no call. Finally in the evening, I call them. “Oh, we don’t know anything about it now. Its up to corporate. You’ll have to call them. Its in their hands. We don’t know anything”. Calm, patient customer: “ok, give me the phone number”.

So, I call corporate. “They told you what? Do you have they laptop? They do?? They told you what?? We’ll have to call them."… Later: “well, they haven’t filled out any of the paper work, but we’ll get this resolved.” Two days later, the local genius STILL hadn’t shipped the laptop off to corporate.

I’ll forego the last two weeks I’ve endured with corporate customer relations (suffice it to say that I still don’t have the laptop). But, notice, that I was nice, patient, and understand through my “genius” interation. And, what did it get me? I was forgotten and taken for granted.

Believe me - today I returned to the local store to find out if they’d even shipped the laptop (three weeks after I brought it to them). And, I wasn’t nearly as nice or understanding today - I expressed my extreme displeasure with the “genius” performance. And, you know what? They actually *spoke* to me; they actually tried to help me; and they spoke with actual urgency. If I have any MORE problems with Apple, guess what? I’m going to be a rude jerk because I apparently need to.

They’d be happier if they weren’t having to sell and service toys like Macs.

I just got this email, totally made my day!

Subject: Mac Genius article
Date: Thu, 15 Mar 2007 14:29:44 -0500

I just wanted to Thank You for posting this article regarding the Mac Genius position. I had a good laugh while reading it. (mainly for laughing in agreement)

I still am a Mac Genius and its a struggle at times. Im just glad to be able to read/ see the truth of the position posted on the web. Im wondering if the MG who you interviewed has had Apple Legal fall on them like a ton of bricks or has strung him up by his fingernails. I would love to post on your forum, but cant as you well know. (At least not on this IP address).

Thanks again,

You’re welcome!

I’ve lost my comments.

After moving all of the columnists to one area of the site, I discovered that all my comments disappeared.  Sorry.

If any of you had comments that want to be published, please do so here.

None of the other columnists lost their comments, I learned from that mistake.