While listening to the second movement of the Wagenseil Alto Trombone Concerto in the car yesterday, my iPod starting clicking quite loudly. Since I was on the way to pick up Kate at work, I stopped in at the Apple Store just a few doors down. They would not see me, which I understand: retail stores are always busy on Friday nights. The thing that I found to be most strange was that I was not able to set an appointment for Saturday. You have to do it by the day. Very strange.
That was ok, I had the Halloween Concert Friday night anyways. Late Friday night/early Saturday morning I set an appointment for Saturday when Kate was working, so I only had to make one trip.
I simply let the genius know that the hard drive was toast. He looked at me like I was an idiot and says "that doesn't happen". So, I handed the "genius" the iPod and let him play with it. After about two seconds, his eyes popped open and he says "yeah, that doesn't sound good". I simply said the exact same thing I had before with identical inflection "The hard drive is toast".
He fills out some paperworks and then goes to the back to get a replacement. The one he brings out looks a little thicker than mine, so I say "I think that is the 5th generation, not the 5.5 like mine". He says "no, this is the right one." Ok. As he types the serial numbers into his computer, an error message comes up that he isn't familiar with, so he had to get someone else to help. The 'help' states that the error means that he got the wrong iPod from the back.
Jonathan 2: "Genius" 0
He went back and got me another iPod and all is well.
This bizarre customer service situation was nothing more than comical. I am amazed that such basic skill as listening to the customer completely failed this individual.
Genius? Not today.
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