Comments on: My Experience At The Nashville Apple Store -Updated!

By: Melissa

Melissa — Thu, 14 Jul 2011 14:58:43 +0000

I have had both good and bad experiences with Apple and MAcauthority.
MacAuthority seems to have very arrogant sales people don’t seem to like their job very much.I have dealt with the store in Nashville 4 times and left unhappy 3 of those times. I love my 2 MacBooks, macbook pro, and 3 iPod’s so much that this is a pretty big issue for me. Love the technology! Hate the service. If I am paying double for a computer I expect to at least be treated with respect when I walk into a showroom.
The Apple Store in GreenHills was almost an exact experience as described above. Loud, Noisy, crowded and a feeling of being in a circus – performing. After 10 minutes of trying to find an employee that would be willing to help I left and went online.
I love Apple products, hope the company gets their act together because newer technology is always around the corner and the company has earned no loyalty from me, I am sure I am not alone.
-Melissa

By: mike@walking holidays in europe

mike@walking holidays in europe — Fri, 08 Apr 2011 10:04:17 +0000

I agree Not all tech support people act superior and devoid of interpersonal communication skills. I would be out of business if I treated my customers like this kid did you. I’d be willing to bet he doesn’t work for apple anymore…I hear they’re hiring at that Green Hills store…

By: Allison Gee

Allison Gee — Thu, 03 Mar 2011 15:50:42 +0000

The employee who helped me was Chris. I did not ask him his last name, but I would like to commend him for his outstanding service. Since the store was very busy during my visit, I expected to leave the store a little frustrated. But as I was being helped by Chris, I forgot how busy the store was. From the moment he introduced himself to me, the atmosphere seemed calm and collected. Long story short, the customer service was excellent. Chris was probably the politest and most attentive employee I have ever met. I commend him for his service to me.

By: Greg @ Zoom Snap Freelance Technology Services

Greg @ Zoom Snap Freelance Technology Services — Thu, 16 Sep 2010 02:52:23 +0000

I get really tired of these nerdy computer guys treating people like crap giving us good computer guys a bad wrap.
Not all tech support people act superior and devoid of interpersonal communication skills. I would be out of business if I treated my customers like this kid did you. I’d be willing to bet he doesn’t work for apple anymore…I hear they’re hiring at that Green Hills store…

By: Whitney

Whitney — Thu, 22 Jul 2010 07:42:13 +0000

I’m really glad they went ahead and refunded your money -they should have. I just have to say that as a 15 year Mac user I am appalled at the poor customer service that has developed over the past few years. Apple employees seem more like cult members than actual employees, and they seem to only hire grungy, alternative 20 year olds who have no customer service experience (I am in my 20′s as well). But they all have this superior attitude and end up not giving any service. Even worse -a lot of employees have been bad mouthing people who are going into the store for the free bumper for the Iphone 4. Employees have actually said “why are people coming in? This is increasing our volume! I mean, just don’t hold the phone that way while putting your finger on your nose and walking backward.” WOW. Apparently Mac employees have been drinking the kool-aid so much that it is now too much to ask for their product to work properly. I am so ashamed that a company I used to love so much has turned to this. If they don’t stop, they’re going to severely impair themselves at some point -regardless of how great their products are. Lastly I think it’s a bad idea to start moving trouble-shooting/genius stuff to in-store setting instead of over the phone. I know everyone complains about phone support but at least you get more of a one-on-one interaction without time constraints and people bumping into you. Further, it’s really hard because Apple wants to find tech smart people who can trouble shoot and repair computers, but who also have great customer service skills?.. Now, how many people have known computer nerds who also have great customer service skills? In turn I think they’re sacrificing product knowledge for customer service, which let me tell you is ridiculously obnoxious when I have to sit at the bar and tell the kid how to troubleshoot my computer.

By: Isha@Market Samurai Resources

Isha@Market Samurai Resources — Thu, 17 Jun 2010 17:42:46 +0000

Lynn I am so glad you got this eventual outcome! I’m now wondering if the person who served you is going to get additional training…

By: Anon

Anon — Thu, 17 Jun 2010 16:43:49 +0000

Disappointing.

As an Apple employee at a different store, I’m sad to hear this.

By: Lisa

Lisa — Thu, 17 Jun 2010 14:41:55 +0000

Wow! 2 super swift replies. Thanks Lynn

By: Lynn Terry

Lynn Terry — Thu, 17 Jun 2010 14:41:17 +0000

It’s called KeywordLuv

By: Lisa @ Wealthy Affiliate University Review

Lisa @ Wealthy Affiliate University Review — Thu, 17 Jun 2010 14:40:42 +0000

P.S. What plugin do you use to create the linked keywords on your blog. I was just marveling over how wonderful it is that I realized I had spelled my keyword phrase wrong! Go figure! But I like the idea of rewarding commentators with a keyword link to their site without them having to feel they are spamming the blog.

By: Lynn Terry

Lynn Terry — Thu, 17 Jun 2010 14:40:32 +0000

The call was a direct result of a feedback form I filled out online after receiving a follow-up email to my store visit. My blog post etc was never mentioned on the call.

By: Lisa @ Welathy Affiliate University Review

Lisa @ Welathy Affiliate University Review — Thu, 17 Jun 2010 14:38:46 +0000

So glad you got a good outcome to your story. Apple stores usually go above and beyond the call of duty so I was surprised at your treatment. Was the manager’s response a result of a written complaint/customer feedback or your (high profile) blog and Twitter comments? I hope it was the former otherwise one wonders how many others have received crappy treatment and not had this kind of response. It certainly shouldn’t take blogging and making videos about it to warrant a reply like this. Glad you are enjoying your replacement iPad.

By: Phil

Phil — Fri, 04 Jun 2010 12:44:25 +0000

Hi Pam,

I know what you mean, because our expectation and hope is to have reliable professional experience etc.

But…

Once we get realistic, update to the modern world, and drop this old fashioned expectation, it stops being sad.

Rather, once we’ve been disrespected by Apple enough times, we discover that it’s possible to leave the computer repair experience behind once and for all, forever.

And that is NOT sad, but wonderful.

I’m 58, and still have a quality mindset left over from an earlier era. I must admit that I have Apple to thank for bringing me in to the modern world in regards to computer electronics.

And, in fairness to Apple, it must be reported that 10 year old Macs can still be entirely useful for the vast majority of tasks most of us need to do. And they are now dirt cheap, close to free!

The moral of this story is that most of the consumer culture marketing machine is baloney, always trying to convince us to buy new stuff we don’t really need.

And, folks are starting to catch on to this.

What are the implications of this for our businesses? Are we trying to sell folks stuff they don’t really need?

By: PamS

PamS — Fri, 04 Jun 2010 12:28:23 +0000

If on a budget, buy used, toss it when it breaks, and escape the repair loop once and for all.

If rich, buy new, toss it when it breaks, and escape the repair loop once and for all. >>>>

Too funny, Phil… if it weren’t also too sad.

By: Phil

Phil — Fri, 04 Jun 2010 12:10:11 +0000

Um, well…

The manager from the Green Hills Apple Store has no control over how Apple products are built. Like all computer makers, all their hardware will continue to be assembled from parts from multiple vendors all over the world.

When one of these parts fails…

You’ll still have to waste a lot time diagnosing the problem. No one will compensate you for this time.

You’ll still have to waste time with the Apple support line. No one will compensate you for this time.

If you go to any Mac forum for help, you will still be told it’s all your fault. No one will compensate you for this time.

You will still face the hours long drives back and forth to the Apple store. No one will compensate you for this time.

And you will likely still receive the same service once you get there. No one will compensate you for this time.

In time, you will most likely be back to this thread to update it with new outrage. No one will compensate you for this time.

Apple culture is much larger than you, me or the manager from the Green Hills Apple Store. It starts in Steve Jobs head, flows through out his company, and then radiates out through the Mac community from there.

As Apple becomes ever more successful, you and I the individual customer will become ever less important, and the same arrogant mindset that you experienced will blossom and flourish.

Apple is a fascinating study of how marketing can conquer reality.

Two solutions…

If on a budget, buy used, toss it when it breaks, and escape the repair loop once and for all.

If rich, buy new, toss it when it breaks, and escape the repair loop once and for all.