Comments on: Unexpected Disappointment – A Trip to the Apple Store http://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/ Everyone can understand technology; sometimes it just takes a little translating. Wed, 15 Feb 2012 02:34:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Christopher Gavulahttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-44004 Christopher Gavula Mon, 27 Apr 2009 22:37:11 +0000 http://www.geardiary.com/?p=27397#comment-44004 I think you misread my concern. I did NOT expect them to violate their policy for me, but I did expect them to acknowledge my concerns and maybe even apologize for lack of proper direction on their website. Their disinterest in recognizing that I had a valid concern is what makes for poor customer service and I do not plan to return to that store. I think you misread my concern. I did NOT expect them to violate their policy for me, but I did expect them to acknowledge my concerns and maybe even apologize for lack of proper direction on their website. Their disinterest in recognizing that I had a valid concern is what makes for poor customer service and I do not plan to return to that store.

]]> By: doogaldhttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43995 doogald Mon, 27 Apr 2009 20:41:31 +0000 http://www.geardiary.com/?p=27397#comment-43995 Last time that I went in I had an appointment - it was pretty clear to me that I needed to make one ahead of time, I think based on previous shopping visits when I noticed the appointment board. They were taking appointments for later on that day for people who walked in without them. I'm not sure how to react to this - do you expect them to bump everybody else who has made an appointment just because you drove a long distance? If you drive 2.5 hours to a restaurant and find that without a reservation that you will not get a table, do you expect them to give you a table anyway? That said, I am frankly shocked that mentioning the phrase "swelled battery" did not get you a replacement on the spot, as Apple just let you walk out with a fire (and liability, to them) hazard. One of those guys should have walked behind the counter and got a new one stat. Also, doesn't Apple let you leave your stuff for them to look at later if you drop it off without a reservation? I thought that they did this. Oh, well - I understand your frustration, but imagine that you had made a 10 am appointment and some guy "drove in from a great distance" and they made you wait an additional half hour while they took care of his computer? I'm sure that we'd have had a slightly different griping post instead. Last time that I went in I had an appointment – it was pretty clear to me that I needed to make one ahead of time, I think based on previous shopping visits when I noticed the appointment board. They were taking appointments for later on that day for people who walked in without them.

I’m not sure how to react to this – do you expect them to bump everybody else who has made an appointment just because you drove a long distance? If you drive 2.5 hours to a restaurant and find that without a reservation that you will not get a table, do you expect them to give you a table anyway?

That said, I am frankly shocked that mentioning the phrase “swelled battery” did not get you a replacement on the spot, as Apple just let you walk out with a fire (and liability, to them) hazard. One of those guys should have walked behind the counter and got a new one stat.

Also, doesn’t Apple let you leave your stuff for them to look at later if you drop it off without a reservation? I thought that they did this.

Oh, well – I understand your frustration, but imagine that you had made a 10 am appointment and some guy “drove in from a great distance” and they made you wait an additional half hour while they took care of his computer? I’m sure that we’d have had a slightly different griping post instead.

]]> By: Carly Zhttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43978 Carly Z Mon, 27 Apr 2009 13:33:22 +0000 http://www.geardiary.com/?p=27397#comment-43978 Yikes...sorry you had such a bad experience! I think the appointment rule depends in large part on how busy they are. There's an Apple Store near me that is ALWAYS packed with people, and they run separate appointments for macs and iPods/iPhones. I've heard of people around here needing to make appointments 24hrs in advance. They do need to fix the system, though, as it's unrealistic to expect that every customer is going to know to make the appointment...and as a former manager for Borders I would have fired or severely disciplined an employee who treated you like that. Good customer service=happy customers...bad customer service=angry customers and bad publicity. I had a boss once tell me that a happy customer tells one person, and an angry one tells 10. I think you've pushed it way beyond 10, but it certainly highlights that lesson! Yikes…sorry you had such a bad experience! I think the appointment rule depends in large part on how busy they are. There’s an Apple Store near me that is ALWAYS packed with people, and they run separate appointments for macs and iPods/iPhones. I’ve heard of people around here needing to make appointments 24hrs in advance.

They do need to fix the system, though, as it’s unrealistic to expect that every customer is going to know to make the appointment…and as a former manager for Borders I would have fired or severely disciplined an employee who treated you like that. Good customer service=happy customers…bad customer service=angry customers and bad publicity. I had a boss once tell me that a happy customer tells one person, and an angry one tells 10. I think you’ve pushed it way beyond 10, but it certainly highlights that lesson!

]]> By: Christopher Sperahttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43976 Christopher Spera Mon, 27 Apr 2009 13:06:44 +0000 http://www.geardiary.com/?p=27397#comment-43976 I'm sorry you had such a terrible experience. My last trip to the Apple Store was not too long ago, and was the result of some not so great customer service. I had purchased my new MacBook, and had asked the store if they would swap the 320GB drive out of my OLD MBP for the 250GB drive in the new MacBook. They said no. A day or so later, I got a survey solicitation e-mail and filled it out. That day, I got a call from the Apple Store, and they offered to make an appointment for me, and swap the drives. Very much the opposite of what you experienced. I think it just depends on who you get and which store you go to... I’m sorry you had such a terrible experience. My last trip to the Apple Store was not too long ago, and was the result of some not so great customer service. I had purchased my new MacBook, and had asked the store if they would swap the 320GB drive out of my OLD MBP for the 250GB drive in the new MacBook. They said no. A day or so later, I got a survey solicitation e-mail and filled it out. That day, I got a call from the Apple Store, and they offered to make an appointment for me, and swap the drives. Very much the opposite of what you experienced. I think it just depends on who you get and which store you go to…

]]> By: Michael Andersonhttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43975 Michael Anderson Mon, 27 Apr 2009 13:04:57 +0000 http://www.geardiary.com/?p=27397#comment-43975 I had been very fortunate with the Apple store in the Boston suburbs when we lived there ... I don't even know where there is one now! But I wouldn't drive that far and leave completely blown off ... not without having been kicked out of the mall! I had been very fortunate with the Apple store in the Boston suburbs when we lived there … I don’t even know where there is one now! But I wouldn’t drive that far and leave completely blown off … not without having been kicked out of the mall!

]]> By: tamarackshttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43971 tamaracks Mon, 27 Apr 2009 10:52:21 +0000 http://www.geardiary.com/?p=27397#comment-43971 I don't think you always have to make an appointment. It may have been that they were booked up for that day, though. I know we've taken to making appointments in advance because even our store is often very busy. I do agree that it sounds like they were very rude about it, and if they were booked up, it doesn't seem like they communicated that very well. That may just be a symptom of the store. Most people I've encountered at Apple stores were pretty helpful. I don’t think you always have to make an appointment. It may have been that they were booked up for that day, though. I know we’ve taken to making appointments in advance because even our store is often very busy.

I do agree that it sounds like they were very rude about it, and if they were booked up, it doesn’t seem like they communicated that very well. That may just be a symptom of the store. Most people I’ve encountered at Apple stores were pretty helpful.

]]> By: aamphttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43969 aamp Mon, 27 Apr 2009 09:39:22 +0000 http://www.geardiary.com/?p=27397#comment-43969 Looks like they need more employees. The increased consumer base would suggest there are going to be more service jobs from more customers now, so the overall service level is suffering. With all this talk about Apple Retail having shed 1600 'full time equivelant' employees over the first quarter (probably temporary xmas contracts IMO), it looks like they should have kept a few of those empoyees on the books. Looks like they need more employees. The increased consumer base would suggest there are going to be more service jobs from more customers now, so the overall service level is suffering.

With all this talk about Apple Retail having shed 1600 ‘full time equivelant’ employees over the first quarter (probably temporary xmas contracts IMO), it looks like they should have kept a few of those empoyees on the books.

]]> By: Wayne Schulzhttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43967 Wayne Schulz Mon, 27 Apr 2009 09:19:30 +0000 http://www.geardiary.com/?p=27397#comment-43967 They need to be much more clear on their web site about this. I'd have been way upset about this as well. They need to be much more clear on their web site about this. I’d have been way upset about this as well.

]]> By: Joel McLaughlinhttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43962 Joel McLaughlin Mon, 27 Apr 2009 05:28:34 +0000 http://www.geardiary.com/?p=27397#comment-43962 You have to make an appointment with the Concierge website. That's the way it used to be. You used to be able to walk right in and use one of the store Macs and set one up that day. Not any more. This is why I don't buy many Apple products any more. You have to make an appointment with the Concierge website. That’s the way it used to be. You used to be able to walk right in and use one of the store Macs and set one up that day. Not any more.

This is why I don’t buy many Apple products any more.

]]> By: Mark Vlastelicahttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43960 Mark Vlastelica Mon, 27 Apr 2009 04:57:44 +0000 http://www.geardiary.com/?p=27397#comment-43960 When I went to the Apple Store on Michigan Avenue in Chicago I had missed my appointment, but they were very friendly and just gave me another one on the spot. They also got my computer fixed the same day. When I went to the Apple Store on Michigan Avenue in Chicago I had missed my appointment, but they were very friendly and just gave me another one on the spot. They also got my computer fixed the same day.

]]> By: pjihttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43958 pji Mon, 27 Apr 2009 03:43:56 +0000 http://www.geardiary.com/?p=27397#comment-43958 This has been the process for some time now. It is ridiculously arrogant and pretentious, so it fits Apple perfectly. When I go into my local Apple store, they are standing around doing nothing until an "appointment" comes in and can only schedule appointments in the mean time. Well... That is not entirely true. If you ask about a product they spend the first 15 minutes bashing Windows and then ignore your questions with more bad mouthing. Try asking about the benefit of OS X over Linux :) They should be doing what Verizon does - You sign in and they get to you in turn. This has been the process for some time now. It is ridiculously arrogant and pretentious, so it fits Apple perfectly. When I go into my local Apple store, they are standing around doing nothing until an “appointment” comes in and can only schedule appointments in the mean time. Well… That is not entirely true. If you ask about a product they spend the first 15 minutes bashing Windows and then ignore your questions with more bad mouthing. Try asking about the benefit of OS X over Linux :)

They should be doing what Verizon does – You sign in and they get to you in turn.

]]> By: markntravishttp://www.geardiary.com/2009/04/26/unexpected-disappointment-a-trip-to-the-apple-store/#comment-43957 markntravis Mon, 27 Apr 2009 03:35:49 +0000 http://www.geardiary.com/?p=27397#comment-43957 I don't allow store employees to shove me around. It would have taken the police and a threat of arrest to get me out of the store without my gear at least getting looked over. I don’t allow store employees to shove me around. It would have taken the police and a threat of arrest to get me out of the store without my gear at least getting looked over.

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