Our new house isn’t as “wired” as I would like it to be. In judging the many options to bridge the gaps and make sure that I have internet access everywhere, I decided that my recording studio would be only connected to the network via WiFi. I hopped in the car to head for the Apple Store for an Airport Extreme card and then:
Non-Genius Apple Person: Hello sir, how can I help you today?
Jason: I need an Airport Extreme card for a Mac Pro.
Non-Genius Apple Person: Ok, let me help you with that.
[Non-Genius walks to computer and opens store.apple.com and searches “air port extreme card for mac pro” which returns zero results]
Non-Genius Apple Person: I am sorry sir, it looks like we don’t make an airport card for the Mac Pro
Jason: The product page for the Mac Pro says it’s wireless compatible with a footnote that says you have to install the Airport Extreme card.
Non-Genius Apple Person: Let me go talk to one of our geniuses and see what is going on.
Jason: sure.
[10 minutes passes]
Non-Genius Apple Person: It looks like that is not a user-installable part.
Jason: Um, I can order them online, are you saying I can’t buy one in the store?
Non-Genius Apple Person: I am not sure, let me go talk to the genius again…
Jason: ok.
[2 minutes or so]
Non-Genius Apple Person: We will need the serial number from your Mac Pro to make sure it’s the right card.
Jason: It’s the latest one, it’s that one right there.
[I point to the Mac Pro on display right behind me]
Non-Genius Apple Person: Ok, but depending on the model you bought, it could take a different card.
Jason: No, it’s literally that exact model right there, I bought it a couple months ago.
Non-Genius Apple Person: Well, we will still need your serial number to sell you the part.
Jason: Really? I am not driving home and getting the serial number off my machine and driving back so you can sell me the part, if it’s the wrong one I can return it can I not?
Non-Genius Apple Person: I am sorry, we need your serial number.
Jason: I guess I’ll go home and order it online then.
Non-Genius Apple Person: Can I help you with anything else?
Jason: You didn’t exactly “help” me with this.
Non-Genius Apple Person: I am sorry.
[I walk away]
Wow, is that customer service or what? Are people hand manufacturing Mac Pros and breaking license agreements installing factory WiFi cards? What could possibly be the logic of refusing to sell me a part for a computer I paid $2,875 for.
The moral of the story is after looking around, I decided to use a standard wifi bridge and get no card at all. Retarded.
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I have to say that if this is an accurate portrayal of the conversation that you, and not the employee are in the wrong here.
The part you mention is not sold directly by Apple, either online or in the store, because its not intended to be installed by end users. Its available through non-Apple sources true, as are other non-user installable parts for a variety of devices, as there are Apple Authorized Service centers and the like which are intended to install them. Just because you can find something online does not mean that you should expect to find it in the Apple store.
Alternators aren’t user installable either but the GM dealer will sell me one. It’s extortion to force you to use their support to install a part.
We are also failing to address the fact that they WOULD have sold me the part as long as I drove home and got the serial number off of my Mac Pro.