Apple Store getting a bit arrogant and complacent

prowla

I went into an Apple Store today to check out a couple of things and to see if there was any point in resurrecting an old iPhone.

They didn't have any available slots to see a techie, and the bloke taking the bookings was brusque and matter of fact.

They've got a new trackpad out, but the two demo units had run out of charge, so they weren't working. It turned out there were a couple on the other side of the store though.

I wanted to ask someone about an Apple TV, but the people there were doing the "I'll stand just over here and look through you like you're not there" routine.

Not quite the expected level of service in an Apple Store...

daytona0

prowla wrote: »

I went into an Apple Store today to check out a couple of things and to see if there was any point in resurrecting an old iPhone.

Fair enough! Legitimate reason to go into an apple store.

They didn't have any available slots to see a techie, and the bloke taking the bookings was brusque and matter of fact.

Available slots for when? The same day? Next day? The current week? The next week? This year? Next year? The current millennium? - it isn't unheard of for techies to be 'busy' and 'booked up'

Were they brusque (somewhat rude) or matter of fact (unemotional and factual)? Can't be both! I imagine they were "matter of fact" but you perceived it as brusque.

They've got a new trackpad out, but the two demo units had run out of charge, so they weren't working. It turned out there were a couple on the other side of the store though.

Not unheard of for an electronic device (whatever the hell that a trackpad is!) to run out of charge when being showcased as a demo.

At least you had the opportunity to see working models, though, across the store...

I wanted to ask someone about an Apple TV, but the people there were doing the "I'll stand just over here and look through you like you're not there" routine.

Not quite the expected level of service in an Apple Store...

You went in to talk about an old iPhone.... You are very unlikely to be walking out with an Apple TV, or a trackpad. I'm sure that, were you an interested customer, an "excuse me" would help you out. Don't forget that apple is a breeding ground for people who just want to have a quick play with the latest apple stuff and have a gander round the place. If you want it then you'll let them know. Apple don't *need* to approach every person mulling round their store!

IF they work on commission then sadly you probably came across as a 'time waster' - a *potential customer* who will take up a good chunk of your time and MAY go on to purchase the sale either online or at another store. No thank you!

prowla

daytona0 wrote: »

Fair enough! Legitimate reason to go into an apple store.

Yup

daytona0 wrote: »

Available slots for when? The same day? Next day? The current week? The next week? This year? Next year? The current millennium? - it isn't unheard of for techies to be 'busy' and 'booked up'

Were they brusque (somewhat rude) or matter of fact (unemotional and factual)? Can't be both! I imagine they were "matter of fact" but you perceived it as brusque.

'Til the middle of next week.

The chap was brusque, rather that good natured; never smiled, not particularly welcoming.

daytona0 wrote: »

Not unheard of for an electronic device (whatever the hell that a trackpad is!) to run out of charge when being showcased as a demo.

At least you had the opportunity to see working models, though, across the store...

Sure, but they weren't checking them, and two were dead; for trackpads costing over £100, being used to control £1k+ computers, they should have likely paid a bit more attention to them.

(A trackpad is an alternative to a mouse.)

My impression was that they weren't too bothered, and your hint about commission sort of reinforces that.

(OTOH, maybe the device's charge depletes quickly.)

daytona0 wrote: »

You went in to talk about an old iPhone.... You are very unlikely to be walking out with an Apple TV, or a trackpad. I'm sure that, were you an interested customer, an "excuse me" would help you out. Don't forget that apple is a breeding ground for people who just want to have a quick play with the latest apple stuff and have a gander round the place. If you want it then you'll let them know. Apple don't *need* to approach every person mulling round their store!

Well, I did show the bloke my iPhone 6 and say I was wondering if the older one could be resurrected.

Actually, I have a new 64 GB Apple TV and was really after some info, but they didn't pick up on that, even though I had a play with the one in the store (its remote had charge).

As I mentioned, the assistants didn't seem to interested, which is not particularly in alignment with the expectations in an Apple store.

I'm using a Mac and a trackpad right now, so (given that I have iPhone, Apple TV, Mac), maybe they don't quite pick up on their customer demographic so well.

I would have probably bought the trackpad though...

daytona0 wrote: »

IF they work on commission then sadly you probably came across as a 'time waster' - a *potential customer* who will take up a good chunk of your time and MAY go on to purchase the sale either online or at another store. No thank you!

I'm not sure - do they work on commission?

I view the stores as a shop window to Apple in general, but if their sole interest is how much commission they earn, then perhaps that is a misconception and perhaps there is no reason or incentive to buy there.

I've been here before (recently) espousing the quality of Apple's support, but really I'm just saying that I didn't feel it today; I don't know if there has been a shift in direction, whether there was something bad going on at that store, whether they've had cutbacks and can't cope, or whether the particular staff aren't so good.

But regardless, me as a purchaser of many Apple devices, I'll probably be disinclined to go to that particular store next time around; if they don't make me feel valued then why bother...

Sharon87

prowla wrote: »

Yup




'Til the middle of next week.

The chap was brusque, rather that good natured; never smiled, not particularly welcoming.


Sure, but they weren't checking them, and two were dead; for trackpads costing over £100, being used to control £1k+ computers, they should have likely paid a bit more attention to them.

(A trackpad is an alternative to a mouse.)

My impression was that they weren't too bothered, and your hint about commission sort of reinforces that.

(OTOH, maybe the device's charge depletes quickly.)


Well, I did show the bloke my iPhone 6 and say I was wondering if the older one could be resurrected.

Actually, I have a new 64 GB Apple TV and was really after some info, but they didn't pick up on that, even though I had a play with the one in the store (its remote had charge).

As I mentioned, the assistants didn't seem to interested, which is not particularly in alignment with the expectations in an Apple store.

I'm using a Mac and a trackpad right now, so (given that I have iPhone, Apple TV, Mac), maybe they don't quite pick up on their customer demographic so well.

I would have probably bought the trackpad though...


I'm not sure - do they work on commission?

I view the stores as a shop window to Apple in general, but if their sole interest is how much commission they earn, then perhaps that is a misconception and perhaps there is no reason or incentive to buy there.

I've been here before (recently) espousing the quality of Apple's support, but really I'm just saying that I didn't feel it today; I don't know if there has been a shift in direction, whether there was something bad going on at that store, whether they've had cutbacks and can't cope, or whether the particular staff aren't so good.

But regardless, me as a purchaser of many Apple devices, I'll probably be disinclined to go to that particular store next time around; if they don't make me feel valued then why bother...

How are they supposed to know what you want unless you ask them? Mind reading doesn't exist. Maybe you're just expecting too much? It's just a shop, a popular shop at that, and popular means it gets busy. Maybe lots of other people wanted to buy products as well?

sinar

I'm surprised that someone who has so many apple products did not know you need to pre-book an appointment to see a "techie", sometimes they can accommodate walk ins, but not often.

I think Apple stores are so busy now, it can sometimes take a while to get someone's attention, if you are patient and make them aware of what you need, they are generally very helpful, I find.

prowla

sinar wrote: »

I'm surprised that someone who has so many apple products did not know you need to pre-book an appointment to see a "techie", sometimes they can accommodate walk ins, but not often.

I think Apple stores are so busy now, it can sometimes take a while to get someone's attention, if you are patient and make them aware of what you need, they are generally very helpful, I find.

Sure - I was in the town and went on spec, it being a weekday afternoon; they didn't have a slot til next week. That wasn't the point though; I was commenting on their lack of engagement.

It wasn't particularly busy, and my point is that the staff were waiting for people to go to them rather than moving around and making an effort.

chuckley

they've always been like that.

they have an over inflated ego, the same as the 'baristas' in Starbucks.

which is funny coz apple phones break/shatter/corrupt constantly, hence the need for a 'genius' bar in every store.

jaydeeuk1

Maybe you didn't look chavvy enough to be taken seriously, did you make the mistake of wearing a suit instead of a superdry t shirt and jeans? Should have mentioned something about your kiddie benerrrrfi' being paid that day and they'd have been all over you.

paddyrg

'Genius Bar' is such blatant false advertising from the ones I've met.