Genius Bar experience

I had my first "Genius" Bar experience yesterday and I left very unimpressed.
I had a MacBook Air crashing in iPhoto several times an hour.
I explained that I had done the following to troubleshoot.
1. Reformatted hard drive
2. Installed Mounatin Lion and iPhoto straight from App Store.
3. Edited the iPhoto library from both the SSD and an external drive.
It continued to crash.
Then I took the external drive and edited in on my iMac where there was no problem.
Of course the MacBook Air wouldn't crash while in the store.
I mentioned isn't there a log of crashes. They didn't do anything to look at the logs.
She mentioned it could be a corrupted preference file left over from previous install.  Strike one. I reminded her I reformatted the drive.
Then I took the MacBook Air from her and opened the Console program and showed her some crashes. She scrolled through and found some more. Then I said, why don't you type crashreport in the search bar. Bingo, now they were all listed with just a couple of lines of basic info.
She said that didn't give her enough info. They needed to leave it overnight for testing.
I then scrolled down to the various logs and there the full reports were. Now after looking at it they said sounds like a logic board and ordered one.
How is it that I had to lead this "genius" through all these steps?
And better yet, where can I complain directly to Apple?

Michael, sorry to hear such a bad experience: try http://www.apple.com/contact for Customer Support, and also: http://www.apple.com/feedback just to make your voice heard.
Not trying to sound like an apologist for Apple, but one thing that has been pointed out to me at an Apple store is that the "geniuses" are for the most part specialists themselves.  Some are genius in particular hardware, some in particular software, and so on.  So it sounds like you happened on someone who was not that sharp on Mac OS X and its means and ways of logging system issues.
Another way you can try feedback is, when you go to pickup your MBA if it is still at the store is to ask to speak with the manager.  Calmly point out your experience, without being confrontational and condemning, and your disapppintment that the genius did not seek help from an other genius more knowledgable about Mac OS X issues.
Ralph

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    Called Tim again, got his voicemail. No contact from the Apple store.
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    I have never had a good experience with a Genius. I've ALWAYS have had a good experience calling up AppleCare though. In fact, my experience with AppleCare was above and beyond what is needed. My experience with a Genius is their title goes to their head which means you are always wrong even when you are right.
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    I can almost guarantee if I took it to an Apple Store and had a "Genius" handle it my laptop-less time would have been a week. Plus, I would have been talked to like a child who didn't know anything. Instead I talked to an extremely nice lady on the phone and she handled everything for me better than any customer service I've ever had for any company. A day later I get a call from her supervisor asking me if everything was handled well lol.

  • Where to send/post Support/Genius Bar Feedback?

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