Dear Apple, Please lower my expectations

I visited the Apple Genius Bar yesterday between 6:10 and 6:30pm to see about a rattle sound in my new iPhone 4s. Thankfully, it turned out to be nothing. Most of the new ones rattle due to the positioning of the vibrating motor. I would sooner have the damn thing removed and not have to hear the rattle at all, but that is besides the point.

Today Apple sent an email asking me about my visit. I felt this was an opportunity to let them know how to improve. They did ask, after all. What follows is an excerpt from the survey.

Is there anything else you would like to share with Apple about this visit or the Genius Bar in general?

I always have a good experience in dealing with the Apple employees. My only issue with the visit is that I had to wait 20 minutes to speak with someone, after having to choose such a precise time slot as 6:10 pm a day in advance.

Forcing customers to choose such a precise time creates the expectation that they will be seen at precisely that time, and not a minute later. I would be less annoyed if I was given time ranges to choose from to make my appointment or some other less specific method of choosing. The online scheduling system promised what the store could not deliver. If my expectations for the timeliness of my visit were lower in the first place there would be no issue.

I would not bother to mention this if it seemed to be an isolated incident, but this has been a consistent issue with the appointments I have tried to make with the Genius Bar. It seems as though there is a great disconnect between the scheduling demands you put on your customers – and the promises you make on your website – and the syncopated rhythm that the Genius Bar actually operates. It sends a message that the time of your employees is more important than the time of your customers and this is unacceptable. Please lower my expectations or live up to the illusion of clock work created by 10 minute intervals of customer service.

Thanks for reading,
Roger Estes

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