We think Apple "lost" our 27" iMac

blog.reamaze.com

8 pointsvsloo3 comments

Uneducated guess: something didn't get logged into GCRM properly and the record of the repair was blitzed. It sat in back for a few days with nobody questioning it since it's among dozens of other machines. Then you showed up and a panic ensues since nobody's even able to confirm the serial number of the machine in question.

A new iMac is presented. The end.

Under your scenario they would probably even have a good idea of which machine was the customer's, but without confirmation they can't risk giving away another customer's machine.

Probably spot on.

"As a person who just stopped being a genius, I totally agree with the above point. From day 1 I approached this job with the attitude "I will explore every angle to fix this under warranty until I am out of options" and this made the job EXTREMELY satisfying for me. Apple does give you an extraordinary about of latitude in making those decisions, so as long as you are "really doing it for the good of the customer", it's usually ok. The biggest issue for Genii (and the thing that causes many genii to lose their jobs and/or leave) is the administrative side (ie.... dealing with a system called GCRM ) and inventory issues (like accidentally replacing a 16 gb iphone with an 8gb ....don;t laugh it happens more often than you think, and its a BIG deal since our system is not designed correct inventory snafus easily). Their as also time issues, since Genius Bar appointments are only 20 minutes,so going over that (which happens quite frequently) is a big deal, and very job threatening."

Reply on news.ycombinator.com