Apple's tech support is a real clusterfuck. What is amazing to me is that I know how bad their tech support is yet their products have been so much better than the competition's that I keep buying Apple devices. Yesterday I was at the Genius Bar at the Apple Store in Tukwila to report a problem with my video iPod. For some reason, my iPod no longer plays sound out of the right side of any headphones plugged into it.

Before complaining about the experience, I should probably point out the one positive thing about the experience was that I could make an appointment online instead of waiting around in the store for a "genius" to become available. I got there a little early and got to marvel at the all-in-one design of the iMacs which blew my mind as someone who spends all his time on Dell PCs and laptops. Now that I can run Windows on a Mac, I may end up buying one of these the next time I have to buy a computer. 

Anyway, back to my tech support woes. When my turn came up, I told the "genius" my problem and he gave me two options.

  1. I can get a used refurbished iPod as a replacement from Apple which would either cost me $200 or $0 (if mine was still under warranty)
  2. I could go online and try an iPod repair sites like iPodResQ which aren't affiliated with Apple at all.

Since my iPod was no longer under warranty and I didn't feel like paying $200 for a used iPod, I decided to go with iPodResQ . While the iPod "genius" was helping me I noticed that the Mac "genius" was also answering some questions from a customer about Apple Boot Camp. The Mac "genius" told the customer to go to Google and search for "Apple Boot Camp" to get information about it.

At this point it seemed to me that Apple Inc. can save itself a lot of money and its customers a lot of time by replacing its Genius Bars with the following FAQ

Q: I have a question about ...
A: Go to Google and type your question.

Q: I have a problem with my iPod
A: Go to iPodResQ

Q: I have a problem with my iMac/Mac Pro/Mac Mini/MacBook
A: Go to MacResQ

It's really a sad testament to the PC industry that despite these negative tech support experiences with Apple products I'd still get a 20-inch iMac in a heartbeat.