No Time? Try ‘QuickDrop’ For Repairs

The QuickDrop is an excellent idea from Apple, and is much needed!

The person who left the comment above, Howie, just doesn’t get it. The QuickDrop is for people who ALREADY KNOW WHAT THE PROBLEM IS. For example, if your iMac G5 won’t startup and its serial number is covered under Apple’s power supply repair extension program, then you already know what the problem is. Or, if your iMac has purple vertical stripes on the display, you already know what the problem is. I could go on & on. QuickDrop is great.

Some people need time at the Genius Bar and some people already know what is going on. My MacBook top case was replaced. Over the course of time the optical drive failed. Evidently it was smashed when they changed out the top case. I could not even put a DVD into it. CDs used to work but they they were failing. So I had to make an appointment. Work it into my schedule. Wait for the Genius who was 25 minutes late. Just to have him tell me, you can’t put a DVD into it. It needs to be replaced. Well duh. Now he was just doing his job, but all I needed was a QuickDrop. I don’t need a Genius treating me like I don’t care about my computer. ( I was treated well. I obviously did not get Howie.) And how about the customer that had the diagnosis over the phone through AppleCare, knows what the problem is, has already spent a lot of time taking care of their computer and now just needs to drop it off for repair. Now remember that Apple offers the best deal in the electronics business. Free service consultation. But that is a cost. Having QuickDrops saves us time and shows us respect. This is good for us and for Apple. And it puts less pressure on the Geniuses. So why are you complaining.

Howie has an attitude problem. Being rude to customers isn’t the Apple way.

I can assure the readership here that while it may seem like a convenience at first to just ‘drop off’ your computer or iPod for diagnosis, you can count on adding at least 2 days to your repair time, if it is indeed repairable. So far, about half the iPods that are ‘QuickDropped’ that I’ve seen are dead and out of warranty, and the customer could have easily been told so within a few minutes, and they could have at least been given some options the same day, instead of waiting 2 days for essentially nothing.

As for QDs on Macs, Howie hits on some good points, although it’s painted a bit negatively. Scott Rose - I _wish_ only people who knew exactly what the issue was were using QuickDrop, but the reality of it is closer to what Eric mentions above: people who think their time is somehow more important than others’ time, and don’t want to be bothered actually describing the issue. A good percentage of the QDs I’ve seen for Macs end up being ‘no trouble found’ — user error, incompatible 3rd party components, or they want support for some non-Apple application like Parallels / Windows or Office or outdated Palm software.

Quick Drop can be a great service, but only if used properly: as an ABSOLUTE last resort. It’s not that we don’t value your time — quite the opposite, actually: we don’t want you to leave your computer for a simple problem, only to get angry that it took 2 days to get around to calling you back to tell you that we can’t help you run Half-Life in BootCamp. Or that your iPod is bent all to hell and isn’t covered under your warranty.

The more iPods and Macs that are dropped off because people just can’t wait a few minutes past their appointment time, the more it impacts EVERYONE who is waiting for their computers and iPods to get fixed, because we have to add the diagnostic time that should have been taken care of at the bar to the time in the back, where we should be already starting repairs.

So please, ONLY use QD if you absolutely MUST:
- if the bar is running WAY behind schedule (not your fault);
- if you have a child with you and just can’t wait any longer (we’ll gladly check them in for that);
- or if you know EXACTLY what’s wrong with your system (and you can describe it in detail to the staff assisting you with the QD).

But if it’s just to save a few minutes, you’d be doing yourself and every other customer of that store a huge disservice, because you’ll create at least 3 times more time and work and wait for everyone.

We value your time, and we want you to be happy with your service, but we also have to respect EVERY customer’s time, because we want EVERYONE to be satisfied with the service we provide.

[scold] Looks like there are some varying opinions on the QuickDrop subject. But let’s stay focused on the service, and not individuals.

In some ways, I see the entire Genius Bar service as a bubble. When it first started, Apple had to BEG to get people to come to it because nobody knew it was there. As their product lineup expanded, so did the number of customers in the store (iPods, iPhones, etc.) and the volume of customers taking advantage of services like the Genius Bar. So customers began to make appointments from home, through ProCare, etc. Customers were only allowed same day appointments with ProCare customers being able to schedule appointments in advance. Then as the stores became more crowded and those appointment slots filled up faster, they allowed everyday customers to book same day or next day. But now, that’s hard to do in some of the larger stores because of how busy they are. (Imagine being in a Specialist’s shoes when you tell someone “We’re booked all day today… and most of tomorrow.”) So let’s introduce QuickDrop. The bubble gets bigger. Now customers can simply drop off their computers without waiting. The Genius team gets backed up further, though it’s a great service for customers (I personally like the idea). Apple is great about really doing what’s right for the customers, being totally unique in the high quality of their service and approach, but what happens when this service becomes too “crowded” and customers demand more? How much further can Apple blow this bubble?

Another great comparison (but slightly off topic) is the One to One service. It was a great value when it started and in some stores, it’s still a great value. One lesson a week for $99 a year. What a deal! But now, the stores are becoming too crowded and getting a lesson in an environment where there’s so much hustle and bustle going on around you is very distracting. Some stores are fortunate enough to have places outside or nearby (like courtyards at malls) where they can engage in their One on Ones but that screws with Apple’s “experience” as well. How much further can that bubble be blown?

Quickdrop is the best thing that’s ever happened to me. All the naysayers are on crack.

I’ve been servicing Macs for my company for 18 years. The only time I’d ever take one anywhere near an Apple Store is if the hardware was irrevocably fried, and the machine was important to production or very new. Hence the only time I’d ever take a machine there would be if I didn’t need the genius at all. Why should I waste both his time and mine, sitting there for hours only to explain to him that the machine won’t power up? It’s not a matter of thinking I’m more important than joe schmoe who doesn’t know how to use Mail. It’s a matter of efficiency, and everyone making optimal use of his already limited time.

It’s a pity some consumers abuse the system, but it’s a godsend to this corporate client. Perhaps Apple should have some sort of Business IT ID card tied to a corporate purchasing account to facilitate quickdrops for people who know what they’re doing?