Apple Holyoke — Local services in Holyoke

Below is the letter I just sent to Apple.

I told the phone support tech that i spoke with that I needed to replace my battery for my Mid 2009 MacBook Pro. I had a presentation in 3 days and needed it replaced quickly. He told me that I would need to visit a genius bar but unfortunately no appointments were open. He let me know that I would have to visit the store as a walk in and it might take some time.

I visited the Holyoke store at 1:30pm on a Friday. I told the scheduling person (aka "guy with the green iPad") that I had a late 2009 MacBook Pro and needed a new battery. He let me know that the Apple store doesn't sell boxed batteries to customers and that I would indeed need to meet with a Genius in order for it to be installed. He told me that The first available time slot was at 6:30pm that night. I was willing to wait those five hours in the Holyoke Mall because of how urgent my need for a replacement battery was. And, I was willing to pay whatever was necessary.

6:30pm rolls around and I walk in and meet with the Genius promptly. She was pleasant, asked about my issue and entered my serial number into her iPad. She then tells me that because my computer is over five years old that it is classified as "vintage" and that she won't be able to help me.

Incredible. Five... five... FIVE HOURS! of waiting only to be told that I couldn't be helped. I was not notified by the customer support guy that I spoke with in the morning or by the Genius scheduler that I would not be helped, even though I told both of them very specifically that I had a product from Mid 2009 and that I needed a battery. How is this customer service?

After doing some research I find that the battery i need is an A1322 and is found in MacBook Pros from 2009 to 2012. The same battery is still in use in non-"vintage" machines. All it takes is ten screws to take off the bottom of the computer, two screws to detach the battery, and one cable detachment to liberate the battery. Again, the same battery that is being used by non-"vintage" computers. If my computer had been from 2012, I could have been helped and saved from the stress of figuring out what I am going to before Monday rolls around. But, because my computer is slightly older I waited for five hours only to be turned away.

This was not a complicated fix. I didn't bring in a 30 year old Macintosh 128k, or even a 15 year old eMac. I brought in a six and a half year old laptop that uses the same battery found in a four year old laptop. But because of the five-year policy I walked away empty handed.

I can't even begin to describe how angry I was as I walked away from that "Genius" bar. I have owned a MacBook Pro laptop, iPod, iPod Shuffle. My wife has owned a Mac laptop (white polycarbonate), iPhone 4, iPhone 5C, and an iPad (2nd Gen). I love Apple products, I love the software, I love the functionality, I love the portability, I love the reliability. This most recent experience has turned me off to the brand in a way I didn't think possible. I don't know if my next computer purchase will be a Mac. As of two days ago I was strongly considering buying a 13 inch MacBook Air. But now that I have been completely disregarded based on a technicality I might jump ship and find a new manufacturer.

I have just purchased a battery on Amazon, but it won't arrive in time for my presentation. I will have to figure something else out because the Geniuses at the Apple store in Holyoke had their hands tied by the "vintage" rule and couldn't turn a few screws on my behalf.

TLDR: Waited five hours only to be turned away because my six year old computer...

I have to start by saying I am writing from my phone so I apologize for any misspellings. I am writing from my phone because my computer is in for repairs. I called apple support twice on Friday night and that was at best a poor experience and they advised me to walk in to my local store. I walked in on Saturday afternoon at 1:30pm. I was told by someone (I believe his name was Kevin) that it would be an hour and a half and they would call. I wondered around. The mall for an hour and forty minutes and showed back up at the Apple Store. Here Kevin informed me that my appointment had been moved back an hour. Now I am an hour and change into this adventure and I live an hour away so I take a seat. Fifteen minutes later I get a text saying they are waiting/ready for me. I check in and proceed to wait another 30 minutes. I meet with my "genius" and they take my computer for analysis. They return 15 minutes later and say it's a cable. They need to keep my computer until Monday. It will be ready Monday night at the latest. He gives me the impression that it could be repaired as soon as Sunday night because it's such a simple repair and the part is instock at the store. I leave thinking that my 5 hour trip (two hours travel and 2.5 of waiting and .5 of actual real person interaction) was worth the roughly 100 dollars I am quoted for repairs. I call Monday at 4 pm and ask when I can pick my computer up. I am told by someone named Kevin (perhaps the same Kevin as before but perhaps not) that it has not been repaired. In fact my "genius" (Kory) had said it would be 3-5 days and they have a lot of computers in for repair. Said in the tone that implies they are really annoyed that I am asking and don't I understand how busy they are. A few comments as a consumer saying that you have a lot of computers in for repairs implies one of two things. One you are very bad at scheduling and getting repairs done or two you sell a product that breaks down a lot and is not a good investment. Neither one of these conclusions looks good to me.

I have been getting apple products since I graduated from university about 10 years ago. I felt that the product I was getting was worth the large price tag associated with it. I defended that concept to many friends who felt that apple products were more fancy then functional. This experience has me reconsidering what product I will go for it when I purchase another computer or phone. I feel the company has gotten to big for its britches and has forgotten that good customer service done in a speedy manner is the foundation...

Went to the Holyoke Apple store with my daughter; BEAT headphones were defective, needed repair or replacement. As this was our first experience, we had no idea how things work in the APPLE Store. Finally we were able to speak with an employee and we were told that we needed to make an appointment to be seen. Came back at the time we were told to only to be told that is it was a floating appointment. (meaning that we would need to wait again). Where did this idea of a floating appointment come from? Someone must have either been on CRACK to come up with this or be a Millennial. Then we had to wait some more, about another thirty minutes. You can make returns/exchanges at WALMART faster than you can at APPLE ! Finally met with an Apple person only to be told that because we did not buy them at an Apple Store, they would have to be sent out for repair/replacement; they said it would take 3 to 5 days and they would be sent back to us. It is now day 10 and according to their web site, the diagnosis has still not occurred. Poor service and no credibility; bad. I certainly wont be getting my daughter any more APPLE products (Sorry Dear). Don't need any more BAD APPLES. So now after 11 days we called the store to find out whats up. The delay was due to an improper serial number that the Genius Bar person entered in the system.. I feel like making some APPLE SAUCE. We certainly wont be...