Dave Wood

A rant about the Genius Bar service at the Apple Store

Yesterday I took an iPad mini in to get the battery replaced. Planning on spending the $150 they charge to replace it. Turns out they don’t replace the battery, you get a whole ‘new/refurbished’ iPad. So they don’t want to actually replace it. Ran their battery diagnostics on it and said the battery is still fine, at 87%. Coconut Battery test reports 34% and says replace ASAP. They don’t want to replace it. I’m arguing with the ‘Genius’, saying the iPad shuts off at about 70%. He says that’s a software issue, to do a restore. They won’t replace it because their test shows the battery is fine. He gives me the option to replace it for the full price of a new iPad. Thanks buddy, that’s not a replacement, that’s buying a new one but worse. Note also that this is a 2.5 year old iPad, with a cycle count of 11. Clearly I leave it plugged in too much. The charge was at 100% when I got to the store since I’d just unplugged it from my desk before I headed out. While discussing the issue (while he constantly referred to the iPad as a phone for some reason), the charge dropped to 68% (in under 20 minutes). He finally agreed that wasn’t normal and replaced the iPad for the $150. Tonight, I’ve just come to pick up my wife’s repaired MBP. I booked the repair under my Apple ID, but with her name. Since I’m picking it up, she called ahead and left my name as the authorized pick up person. Guy on the phone said it was all good, he’s added my name to the repair. I get to the store, there’s no record of me being authorized. Even though they see my name on the Apple ID that booked the repair. That’s fine. I’d rather they ensure they release hardware to the right person. Here’s where it gets stupid. To get me approved as the pickup person, they ask me to email the store from the Apple ID email address, which they show me on the repair order. Email has no security for sending email. Anyone can send email with any email address. I can send email as Tim Cook if I wanted. Once they receive the email, they gave me the computer. Thanks for authorizing that for me Tim!