@toddybottom
I will assume you are talking (at least in part) about me as I have identified myself as a former Apple Genius on numerous occasions. I read the open letter you referenced (an actual link would have been nice 'customer' service but I digress) and I have to say that I agree with the author to an extent. The situation he describes has happened and is happening in some Apple Retail locations, but not all. I know this because I keep in touch with many of my friends who are also former coworkers and we talk about Apple and the stores.
The management of each individual Apple Store has a lot of influence on the environment within that store. There are stores in my immediate area where this situation has occurred from time to time. Fortunately in this area the situation rarely lasts. I have at times recommended that certain Apple Stores be avoided and others preferred for these reasons, but eventually it levels out. I would also add that the situation is often reflective of the overall talents on a given Genius team. If the team has the experience, knowledge, and maturity to handle their jobs well, they are usually left largely alone to run their shop. If not, then the management is forced to insert themselves into the mix and that's when things can get heavy handed. Unfortunately because this is, after all, a mall job it is often filled by young people with good to excellent technical knowledge but not much real-world experience. You see this a lot after a store has been open for a few years. The initial team members tend to move on to 'bigger and better' things and the vacuum is sometimes filled quickly without the necessary mentoring time for new people. The store I worked in went through this about a year after I left. When the last of the original team had gone, the Genius staff were (for a time) all young and inexperienced. At the same time there was a shift in the management team and the incoming managers just didn't understand how important it is to properly service the customers as opposed to simply selling new product. At that time, I recommended that people use a different location for service needs. Within a few months the team became seasoned again, managers settled down and let the support staff give good support and I am now happy to recommend them to family and friends. If I need technical help I would (currently) be happy to go back there myself, and my measure for satisfaction with Apple service is very high indeed.
The author is quite correct in that leaving Apple's employ is a bittersweet moment. The demands of offering free retail support are great and it was a relief to leave the crazy schedules and minority of belligerent customers behind. It was also a sadness to leave a company as dynamic as Apple, and the overwhelmingly greater number of customers who were grateful for our assistance. It was truly one of the toughest, most demanding, and most rewarding positions I have ever held and I miss it. The camaraderie in an Apple store is phenomenal as well.
It's not Stockholm Syndrome, it's the way I still feel about the company after almost 5 years in the corporate environment. Yes, there were bad days, and bad managers, and a lot that could have been better. But the good days outnumbered the bad, and the customers (overall) were some of the best customers a person could ask for. I still miss it to an extent. The greatest rewards come from the greatest challenges, after all.