Apple Main Place

A long but informative review that I hope others will take something from when visiting this store:



I am currently going through a nightmare with the manager (Gregg) at this store.



3 months ago, we purchased a fully loaded 27” iMac. 2 months afterwards, we noticed some very severe image ghosting and some other oddities with the display. We made an appointment at the Naperville store and took the computer in to have it checked out. The “genius” that we worked with, ran some tests on the screen and confirmed indeed that it was faulty. He then immediately began with the “do you have any candles burning under the computer” and other environment line of questioning. I assured him that I do not burn candles underneath the $3000 computer that we just purchased and that the environment that the computer was in was perfect. This was the point where I was introduced to Gregg the manager.



Gregg explained that they would not replace the computer. I explained the concept of purchasing a “lemon” Gregg, he stated the term lemon did not apply to a computer purchase. I was very concerned with letting anyone open up this 3 month old computer. He assured me that he would have his lead “genius”, his number 1 guy do the work and that after the screen was replaced both himself and his lead “genius” would put it through rigorous testing and confirm that everything was perfect. I eventually gave in and we ordered the new screen. A couple of days later the new screen arrived and shortly afterwards I dropped the computer off at the store to Gregg and this lead “genius”. I spoke again with both of them this time and they assured me of the highest level work. 5 hours later I got a call from the store:



Apple: You’re computer is ready for pickup.

Me: Has the display been fully tested and confirmed to be absolutely perfect as was promised?

Apple: Yes, I spoke to the “genius” myself and he confirmed that it was fully tested.



I drove 10 minutes to the store and picked up the computer. I put the computer into its original box, placed it in my car and I drove home. I unpacked the computer, plugged it in and powered it on. There, in the bottom right hand corner was a LARGE (about 2 inches long) burnt in image of a button with the word “(C)ontinue” on it. I just shook my head and shutdown the computer.



I called the store the following day and asked to speak with Gregg. I waited on hold. Eventually Gregg got on the call and I explained the problem to him. He went to investigate the problem with his lead “genius”. He requested that I email the photos to him with the burnt in image of the continue button which I did.



30 minutes later, Gregg called me back. I was expecting something along the lines of “We’re incredibly sorry, we screwed up, give us another chance”. Instead I got “What is the environment like that might have caused this to happen”. Frustrated, I explained to Gregg that “I had taken the computer directly from his store to my house 10 minutes away and plugged it in and the burn in image was right there. There was NO WAY that someone at his store had tested this and missed that image”. There was no ENVIRONMENTAL issue here. It was simply a case of poor workmanship and now an attempt by an untrained manager to hide that fact. He flat out refused to accept that his lead “genius” may have made a mistake and instead kept diverting the attention to “what in the world could be causing this problem?”



I am now working with Apple corporate on the issue.



This “manager” Gregg is so far disconnected from what it actually means to be an Apple employee and a manager. His customer service skills are some of the worst I have ever encountered before. He is more concerned with being defensive and protecting the idea that his staff “don’t make mistakes”. It is a sad representation on Apple as a whole when they can employ people like this in a management position.