Update: The manager from the Green Hills Apple Store phoned me, and was shocked at my personal experience at their location. He went above and beyond to make things right- and successfully turned me back into the happy Apple customer I was prior to this experience...
Several people asked me about my experience at the Nashville Apple Store, so I thought I'd share how that went. They have what they call a "Genius Bar" where you can go for technical issues, repairs, etc and work directly with an Apple Store employee.
Apple holds a reputation for being a superior company with superior products, and the name Genius Bar alone carries a certain presupposition.
You expect to have an "experience". Well, I can tell you... my experience was not so hot. I arrived at 3:00 on a Thursday afternoon, and the store was packed and very noisy. There were wall-to-wall people browsing the product demo's on the sales floor:
It took me several minutes to find an actual employee at the Apple store, to inquire about my appointment at the Genius Bar. It turns out that the Genius Bar is simply a shelf around the edge of the sales floor.
When your name gets called over the noise level on the sales floor, you're escorted over to a free spot at the shelf to the side of the room. It's crowded, you're being bumped into constantly, and it's incredibly difficult to focus. Not ideal at all, in my opinion for a "Genius Bar".
My expectations were not over the top. I didn't expect special treatment, or for them to bend over backwards for me in any way. A little empathy and personal assistance would have been nice.
I was misquoted the price for repair or replacement of my shattered iPad, because they failed to ask about my product specs before giving me an "at the most" quote. There was no apology for that at all, just a blank stare from my rep and a very matter-of-fact attitude about the cost.
I chose to purchase the replacement iPad at $349 plus tax, and the rep proceeded to put it in my original iPad box - which was full of glass. He also insisted that I clear my data from the original iPad, meaning I had to use the shattered touch screen - leaving me pulling tiny shards of glass out of my index finger.
Next I asked for recommendations on an iPad cover or case, and an iPad stand. I had originally purchased the Apple iPad Case, which doubles as a stand, but I was very disappointed with it. He argued with me that he thought it was very stable, even when I set it up in the stand and showed him how it wobbled back and forth. Again, a blank stare.
He stood by as I browsed the iPad cases on the wall and offered little to no help. He finally said the Incase iPad case with stand was probably the closest thing they had to what I was looking for. I wasn't allowed to unbox it or demo it before making a decision, so I decided to bite the bullet and get one.
Since the registers were so busy with other customers, he offered to email my receipt to me. I have never received that receipt. And with an Apple iPad and the Incase products in hand, I had to ask for a bag to carry out my items.
Not only was it not an exceptional experience, it was a negative experience all the way around. The customer service was seriously lacking from the moment I walked in the store and actually had to locate a rep.
I don't plan to ever order from Apple.com again, or step foot into an Apple or MacAuthority store. From this point forward I will purchase any Apple Products I want or need from Best Buy, where they offer great customer service and product insurance options. As for repairs, from now on I will look for independent local service providers...
I could have left happy. I expected the 4-hour round trip and a substantial cost for the repair/replacement, but they had an opportunity to make me feel like the brand new Apple customer that I am. They could have easily kept me as a free word-of-mouth marketing machine...
Their loss.
I've heard rumor that there is a similar Android product hitting the market soon. I'll be interested to check that out, as I get excellent customer service (and insurance!) from Verizon. 😛
I do love my Apple iPad. I now have well over $1,000 invested in it, and use it on a daily basis to manage my online business. I'm just sincerely disappointed in the quality of the Apple iPad Case, and the level of service & support they offer their customers.
Next: Best Apple iPad Case ?
p.s. In my next post I'll show you the Apple iPad Case, the case that the guy at the Apple Store recommended as a replacement, and more on my quest to find the perfect case and stand...
Update: The store manager phoned me and was shocked at the level of customer service I experienced - particularly being made to clear my data on the shattered touch screen, and the rep putting my brand new iPad back in my box full of shattered glass. For that, he arranged for a full refund of my replacement cost:
About Lynn Terry
Hi Lynn,
There is no excuse for crappy customer service. I'm sorry you had that experience in relation to an Apple product which I am a long-time user of.
From your description, it appears that you actually went to a MacAuthority store and not an Apple store. Again, they are an authorized reseller but they are not the same thing.
Having said that, I will say that I've had experience with both Macauthority(the Nashville store} and an Apple store(Green Hills) and have never had anything resembling your experience.
I would do what you recommend so often. Contact the VP from Macauthority and tells them at length about your experience. If this person is unreachable or unwilling to do anything, then Apple needs to know about it.
I can promise you that Apple does not tolerate rude or indifferent treatment of its customers. They just need to know who's doing it.
Jeff
From the photos and the description of the service you received, I'm very sure you didn't visit MacAuthority - I'm the service manager there. We're a locally-owned, independent Apple Reseller and Apple Authorized Service Provider. We've been in business in Nashville for over 15 years. I'm worried that since you lumped us in with the Apple store in your post, you might not give us a fair shake!
We have a sales staff full of Apple Product Professionals that can help with any sort of purchase. We don't have a Genius Bar, though. We have a service department full of Apple Certified Macintosh Technicians ready to help, no appointment necessary. Most of our customer walk in the front door and are getting help within the first minute of their arrival.
Sorry, this isn't meant to be an advertisement! I just wanted to be sure you (and your readers) are aware that there's a difference between the Apple Store and MacAuthority.
Matt,
I just saw your response and I apologize for muddying the waters. I only saw her video in my feed and not the post with the pictures or I would have known it wasn't Macauthority.
Jeff
Thanks Matt - appreciate the clarification, and will definitely give your store a visit if I need products or repairs in the future. I followed you on Twitter too - nice to meet you!
Do you carry cases & other accessories, by the way? I'm curious what you think of the Incase iPad Cover w/Stand - if you carry that one?
We carry all of the Apple accessories, as well as cases and screen protectors Griffin, Marware, Greenology, and a few more.
We don't have the Incase yet, so I've not really formed an opinion on it (but based on your video, I would probably agree with you). Personally, I'm using the Apple case, but I don't like it at all. The only protection it gives is that I feel safe that the screen won't get scratched while it's in my bag. I've just ordered this handmade case from these guys: http://www.dodocase.com.
Thank you. I want to get the memory upgraded in my Macbook Pro. You do that, I assume? I'd love to bring you my business. Also, do you accept the Apple Gift Card, or can I only use that online or at the other store?
Lynn:
We have an Apple Store near by and ours is also at our local mall, The Mall of Georgia. Every time I go to the mall and walk by the Apple Store it is sooo packed. I have not even had a chance to get into the store.
I agree with you that the store does get loud. I am amazed at how crowded the store is at all hours of the day.
Apple try's to make their store so hip that it is actually annoying, to me atleast.
I would rather visit the Apple section at Best Buys than the Apple store at the mall.
What a shame the customer service was so horrible. You know, if I was there with you....OK, nevermind LOL Glad you got another ipad but I cannot believe how stupid they were to put the new one back in the OLD box. People don't think! I would be writing to Apple about this experience but I'm sure they will see your video at some point and hopefully they will make everything right or at least find someone to replace that staff member.
Was that a purple cover on your ipad?
Yes, it's an Incase cover that I purchased at the Apple Store - I actually traded in my original Apple iPad Case for it. And it's a crap product. See my next post on cases/covers:
http://www.clicknewz.com/2385/best-apple-ipad-case/
Hi Lynn,
I am hearing more and more of these types of customer experiences lately. You would think that with the shortage of jobs people would valued theirs and work doubly hard at providing excellent customer service. There's just no excuse for the experience you had.
I have been hesitant to make an appt at the Knoxville Apple Store, now I'm even more hesitant. But glad your back in business with your iPad!
Sorry you had such a bad experience. I do have to say that Apple support does seem to be slipping. Used to be outstanding but I've had a couple of less than stellar experiences recently. (not good when I figure out how to fix my laptop when the Genius Bar gave up).
I would,however, issue a word of warning about Best Buy. I won't buy anything from them because in my experience they don't give a damn about customer service once they have your money.
Especially beware of the Geek Squad which sounds so good but wiped my sister's hard drive without her permission and then lied about it...and they never fixed the problem.
Ouch! I'll keep that in mind. I was more interested in the fact that they offer an insurance plan for the Apple products they sell...
Lynn, you've put a literal slant on the concept of "bleeding edge technology" (sorry about the fingers). I hope this serves as a warning for readers to think twice before succumbing to the influence of the cult-like hype and buying some first gen Apple product. I think a certain pair of podcast costars owes you at least an apology.
This doesn't even touch on the likelihood that in 6 months Apple will come out with a new version that fixes a few things wrong with this one, thus allowing the the early adopters to go through the agony of regret and experience the joy of buying it all over again.
Oh I can't rag on Paul & Ed over the iPad purchase. I do love my Apple iPad, and it has become a daily part of my work routine. I'm disappointed that it slips & slides so easily, but hoping to find a great case or cover as a solution. The biggest disappointment of all is my "Apple Experience"...
I'm sorry to hear that Lynn.
Just looking to upgrade my laptop to an MacBook Pro and trying to justify the extra £500 over the cost of a Dell PC - stories like this really don't help!
Hope the new one lasts for you.
David
I just got a 13" Macbook Pro earlier this year, and I am really loving it. Typing this reply on it now, in fact. I won't be venturing into the Apple Store to have the memory upgraded though. I am going to upgrade it myself (you can buy it much cheaper online anyway). No worries about voiding the warranty, since it doesn't cover much anyway! :p
I was just informed about your video rant about your experience with the Apple Store.
The first four minutes of your video highlight that you took issue with the fact that the Apple Store was....
"Crowded, Packed..." These are the same issue are they not?
And.... "Loud"
I've been to many Apple stores. We have one about 40 minutes from me that I frequent from time to time. These store are very popular and are often crowded. When a store is crowded and filled with people who are excited about the products they are sampling, its bound to be loud.
When you mentioned "Crowded & Packed".. You should have seen it before the new re-design that you saw. The currently look of the store has a very open and airy feel. Even if this store is packed.
You also mentioned that you had a hard time finding an Apple Employee. I find this to be hard to believe since they are all currently wearing BRIGHT BLUE SHIRTS. Also, they have about 10 to 20 employees with these Blue Shirts on the store floor at any given time. All of whom could have directed you to the right spot.
You complained that the store was located in a Mall on the 2nd floor. Our Apple store is also located in a Mall. If I were using a GPS to take me to a retail location and that GPS unit told me that I arrived at my destination when sitting right in front of a MALL, it might seem safe to assume that the Apple Retail Store could be located inside.
As for the first call to the store and being hung up on.. I've done that on accident before. As for the 2nd call and being put on hold... Sure, it's inconvenient, but not outside the realm of decent customer service.
Now, I'm the type of individual that if I shattered the screen on my iPad, I'd certainly be upset. If I were told that it would be one price on the phone without them asking what size HD you have and find out it's going to be more expensive, yes this is a very valid argument against their service! This is ONE of the few points that I agree with your grip against Apple.
Now, I am going to take you on your word about the lack of empathy and the matter of fact responses from the Apple Employee. I've never had any such experience with any Apple store rep in my past. However, I feel horrible that you had to deal with a person like this. My bet is that this rep will not last long in the Apple Retail business. You are right to call this out on this 2nd point.
As for the "GENIUS BAR." I can tell you that it isn't so much the "Bar" but it's more about what the people behind the bar can do for you. It is sort of magical. Not many other electronics stores have people who can repair gear, ON SITE, while you wait. This is amazing. I've had several repairs at the Genius Bar. To date, they have repaired and or replaced more than $2,000 worth of stuff that were all covered in my included first year Apple Care warranty.
When I saw how you demonstrated that you hold your iPad... I looked in horror. I couldn't imagine simply palming the iPad.. It's far to valuable and expensive of a piece of gear to do that. When I hold my iPad, I grip it with my thumb on the front of the unit and my hand around the back.
You totally have the right to go one and one with every detail of your experience.
I just thought it was a bit unfair to bring in the points that the store was Crowded, Packed, Loud, and "In A Mall" as gripes about the experience.
But hey, unlike many businesses, instead of a wasted 4 hour trip, you did come home with a replacement unit at a lower cost than the purchase of a brand new product right? Even though the damage was not a covered loss if I'm correct.
That's more than many stores would have done.
Did you really have to pick chards of glass out of your fingers while at the store? Did they really make YOU do that? Couldn't you insist that you were not going to do that and have them do it for you? I'm just curious.
But hey, you obviously seemed to have got the wrong genius behind the genius bar. I hope that you never have to deal with that again!
Yes, I really was asked to clear my data on the shattered screen. And yes I really did have to pick glass out of my finger. I stood there in shock when he told me that I had to do it, and then said no they don't have gloves on hand. That was simply ridiculous.
Add in the fact that I never got my receipt, and that I had to *ask* for a bag after purchasing two products - one expensive and fragile. Seriously - that should have just been offered.
So yeah the store was loud and crowded, and I am deaf on one side and don't like crowds as it is. But that aside, which is still my personal gripe, the service was below standard. Not at all the experience I expected from Apple.
As for the "bright blue shirts" - see my photo above. I took that when I walked into the Apple Store. I see a few blue shirts in the crowd in that pic, but how was I supposed to know that going in??...
Your Apple Store does appear to be smaller than any I've ever been in before. How strange.
Again, I think you really got a "bad apple" employee! (Pun sorta intended there).
So sorry to hear about it.
Interesting how you hold your iPad. I tried that after reading your comment and I wasn't able to get a secure grip on it. I do have a woman's hands (smaller & softer) which could be part of the issue. This is the main reason I am searching for a decent case or cover. I just ordered one with a hand strap on the back, which I look forward to trying out.
I use the "incase convertible book cover" when I leave the house with my iPad. However, when I'm at home (Which is also my office) it's always completely naked.
Here's the link to the case that I have:
http://www.goincase.com/products/detail/convertible-book-jacket-cl57512
It is awesome.
Hi Lynn,
I saw video and I am really shocked that Apple customer service treat customer like that. Oh my God! put the new ipad in the same box...what is he thinking when he put it in!
Anyway, Lynn you have new a iPad and lesson learnt. Thanks for sharing and I hope Apple when have a chance to see your video.
Also I hope they can do a better job next time.
Terribly disappointing experience, no doubt. Being busy is no excuse to drop the ball like this. Shame on Apple and "the shelf", I mean Genius Bar. lol.
I'm a new Apple customer too and when I went to buy the iPad the day it came out, on Saturday, April 3rd. It was busy as well, this was at my local Apple store in Ridgeland, Ms.
It took longer than 10 minutes for someone to approach me, as since I was new to the Apple store. Didn't know where to go or where to wait, etc. But I did browse around while waiting, and it was a pretty exciting day, since it was delivery day.
But service was definitely NOT what I expected, from Apple the great.
I did expect great customer service from Apple. They give the illusion of being superior in every single way. I wonder what set our expectations to that level - to expect above standard service? Honestly, I would have been happy with standard... 😐
Ugh, sounds like a really annoying experience with less than a Genius at the bar. We are lucky to have 3 Apple Stores in Toronto, so I usually call them and whoever answers the phone is where we go. The stores are always crowded, hot and smell like people. Yuck. One of the stores has a little area set up outside the store in the mall with tables, which is a million, trillion times better than being in the loud, noisy store.
I have had pretty good service, including last month where we bought 2 MBPs and our receipt was emailed to us. We are getting an iPad at the end of the month (when it is released in Canada) and I look forward to hearing your case reviews. I am not a careful person and the baby has chucked my iPhone across the room more times than I care to remember. A good case is essential!
I would definitely be calling Apple Customer Service and asking to speak to someone in a suit. Your service was beyond low and asking you to slide your finger across a shattered screen is a lawsuit waiting to happen! They need to know that some of their employees are not doing their jobs.
I didn't watch your video yet, but I can't say that I am surprised by the lack of customer service that you experienced. I had to visit the Genius Bar twice in order to get them to replace my iPhone with battery issues because my rep didn't believe getting only an hour's use on one charge was unusual. I went home, documented all my use in a notebook and strange behavior of the charge level and went back in a week. Extremely frustrating, but they did replace it. The whole thing made me sad over a phone that I love. They offer great tools, but their customer service is lacking.
Hi Lynn,
I'm sorry you had such a bad experience. We've always lived near an Apple store and have never had a bad experience going there, they're generally full of great energy and the staff is usually such an interesting blend of "creatives" and geeks. But as someone who has lived in several states, I'll just say that the knowledge of the staff at the Apple store where we first purchased Mac products in Upper St. Clair, PA was MUCH higher than that of the store in Germantown, TN where we recently lived.
Better luck next time!
It sucks when poor customer service in one experience can result in a a brand getting targeted. It really shows that if we are going to spend a lot of time building our brand we should do all that we can to protect it as well.
Hi Lynn,
I have never had an appointment at the Genius Bar But I have been at my 'Local' Apple store and have purchased an iPod from there, my experience what quite good.
Here is a link to a photo I took of the outside of it,
http://picasaweb.google.com/lh/photo/JbwpwlPlHfVLSqXh-1P8Og?feat=directlink
I hope you don't mind me posting a link to the photo, I think all Apple stores look the same though.
Hugh
What you described should be sent to Apple's management.
Customer service and consumer friendly products was always seen as one of the plus points of apple.
They should invest more into training of their staff.
We went to Apple stores in both Osaka and Tokyo last week. To give you an idea of how hard they were trying, they had hired US staff to help overseas customers, mostly tourists.
And they knew how the products worked. 1st time in an Apple store. Very impressed.
Customer service is Japan is remarkable. Great place!
Lynn-
That is absolutely rediculous!
I really hope, for their sake, that someone in management reads this post, and DOES something about it, even thought it might be too late to get your respect, or the respect of anyone who reads this post.
You would think that instead of pocketing the money that goes into that place, they would reinvest a little in making it a better place for the people that pay their paychecks, the customers!
Thank you for sharing your opinion!
Matthew Zinda
Thanks for the video, should be must playing before purchasing any Apple product.
Hi Lynn,
Sorry to hear about your experience, but I'm not surprised.
Apple does create elegant tools, but the company Apple is no fun. I'll spare you my numerous stories. I stopped buying anything from Apple about 7 years ago.
The good news is that old used cheap Macs work great for the overwhelming majority of online business tasks.
Here's a strategy.
Buy 3 used Macs for about $100 each. If one has a problem, toss it, and fire up the next one.
Save lots of money, and never again worry about repairs, or buy anything from Apple. Never again worry about repairs, it's sweet.
Sorry Apple, never again.
Hi Lynn,
That's rotten! I've had mixed results with Apple overall. I like some of their products, but lately I've been disappointed by the degree to which they don't live up to their reputation. Support has been okay or lacking in my experience, never great.
What happened to you is extremely bad, so thank you for being open about it. I wish that more people spoke out when they had poor service like this.
Hi Lynn,
I think we all forget very easily how we've been treaded in the windoooooze world in the past.
Apple isn't perfect, but undomesticated equines cannot force me to ever, ever get any of those other brands again.
And, here's a story of how things can turn out if one just asks nicely.
http://tech.fortune.cnn.com/2010/05/20/what-a-free-ipad-bought-apple/
Enjoy,
Helmut
We were just discussing that story on my facebook profile - great to see it had a happy ending! Thanks for the link 😉
From the photo you took, it would seem that the store was very busy, which may explain the lack of a concierge (greeter), I'm curious why you would take a picture on your way into the store. Did you enter, see it was busy, then re enter in order to take the picture? It comes across as though you were anticipating and expecting poor service before you got there.
If someone told you pick up broken glass at home without gloves or protection, would you? or would get protection or simply not do it. As strange a request it was for the genius to ask you to pick the touch the screen in that state, you could have insisted that they do it, after all you were paying for for it. Yes the genius was wrong to tell you to do this, but I'm assuming he didn't force you to did he?
As for holding the IPad the way you did, why are you so surprised that you dropped it (no matter how you describe it, you dropped it. You DO know how to use your thumbs right?
You had the zip code for the store, so I assume you also had the full address? Were you expecting the genius to meet you in the car lot and guide you on rose petals all the way the the store entrance? If you had asked nicely he maybe would have valet parked the car for you.
As for being late, yes a few minutes can be accepted and as you mentioned, because you could see no staff, it made you later, (you could have asked one of the blue shirts in your photo), one thing you fail to mention is although you were late, you were still attended to, on the same visit. They could have insisted that you re book for another day (after all it was busy and loud) as other customers had obviously got their appointments and they may have even got into the store on time. Would it have been okay with you to make them wait because you were late?
There is a stand for the IPad, one with a keyboard attached and one without so you can use your bluetooth keyboard. These are just a few of the accessories that Apple have - there are thousands by other suppliers, just because you chose the one that didn't suit you doesn't mean it's Apples fault.
As for insurance, what companies offer insurance against neglectful damage to their products? It's not apples fault you were careless with the IPad, and even if they did offer insurance, like any insurance provider, they would asses the risk and you would definitely have to pay a premium. The IPad is covered under warranty, so Apple have done their part, have you made a similar video complaining about the fact that BMW don't do insurance? or anyone else?
I'm sorry for ranting, but most of the bad experience you had is from unrealistic expectations of customer service that NO ONE can deliver - not even Apple.
From watching your video, I think the only justified complaint is about the genius you saw and the way he dealt with you, which would appear to go against Apples customer service
You broke your IPad - you're to blame
You arrived late - they STILL kept your appointment and fixed the IPad
The store was busy and loud - really? in the middle of a recession? with such poor customer service?WOW!
They won't insure their products against careless owners - this disappoints you??
-- I’m curious why you would take a picture on your way into the store. Did you enter, see it was busy, then re enter in order to take the picture? It comes across as though you were anticipating and expecting poor service before you got there.
I was actually expecting above standard service and a cool experience. And I take pictures everywhere I go. Check out my Twitter or TwitPic accounts and you'll see me hiking the falls, picking up packages, etc. It's just something I do.
-- If someone told you pick up broken glass at home without gloves or protection, would you? or would get protection or simply not do it. As strange a request it was for the genius to ask you to pick the touch the screen in that state, you could have insisted that they do it, after all you were paying for for it. Yes the genius was wrong to tell you to do this, but I’m assuming he didn’t force you to did he?
Strange request indeed. While he didn't force me, he did insist that I clear my data before we could proceed. Even after my objection.
-- As for being late, yes a few minutes can be accepted and as you mentioned, because you could see no staff, it made you later, (you could have asked one of the blue shirts in your photo), one thing you fail to mention is although you were late, you were still attended to, on the same visit. They could have insisted that you re book for another day (after all it was busy and loud) as other customers had obviously got their appointments and they may have even got into the store on time. Would it have been okay with you to make them wait because you were late?
As you can see, everyone had their backs turned to me. And this being my first trip to an Apple store, how was I supposed to know that employees wore blue shirts? Not everyone had appointments at the "genius bar", there were a lot of browsers on the sales floor.
-- There is a stand for the IPad, one with a keyboard attached and one without so you can use your bluetooth keyboard. These are just a few of the accessories that Apple have – there are thousands by other suppliers, just because you chose the one that didn’t suit you doesn’t mean it’s Apples fault.
I purchased 3 accessories from apple.com to go with my iPad. I chose the case because of the features shown, which I was not happy with. Had I known the quality of the case I would have made different choices. I didn't say that was Apple's fault, I simply shared my thoughts on their iPad case.
I have since ordered 5 more iPad accessories. Not being able to see them in-hand on the site or in the store makes it difficult to choose the right products. Especially if they don't function as advertised.
-- I’m sorry for ranting, but ...
It's been my experience that any apology that is followed by "but" is not sincere. That said, your comment and opinion is welcome here... you have yours, I have mine. Though I do agree it's a bit of a rant. Some of it uncalled for even. It leaves me curious what really motivated your personal attack.
-- most of the bad experience you had is from unrealistic expectations of customer service that NO ONE can deliver – not even Apple.
I disagree. In fact, I had excellent customer service at lunch yesterday. But then, I also have the "unrealistic expectation" that people can share thoughts and opinions, and even disagree, without turning it into an ugly personal attack...
You are extremely patient and calm, Lynn! I always wonder why people attack others' opinions ON THEIR OWN BLOG. You've got class!
I see that the "Apple Fan boys" are still out there. Based on the premium price that one pays when buying Apple products one really should be driven there and back from the "Genius Bar" along with instant replacement of any product.
I make it no secret that I'm a PC gal all the way. Stories like this one don't help to change me at all. I'm sorry you had to go through that. Especially about the finger. That's just despicable.
Hey Lynn,
I've been to that same Apple store many times. I can say it is always jammed packed and rarely does an employee ask if you need anything.
They do always have a ton of employees working at any given time but that's kind of a wash since it's so packed.
I don't have an iPad so I have no opinion on that part at all. But it sucks you've had some frustrations!
I will say that every encounter I've had with an employee at that same store has been extremely pleasant. They've always answered questions, given me bags, emailed receipts, etc.
Sounds like they need to fire the employee you encountered!
Gee, I was busy on the 22nd having, thankfully, two new toilets installed for two broken ones and missed the rant. My feeling falls somewhere in between the polarities expressed. Obviously "if you drop it, they don't come" at Apple. Nor was the Genius Bar a pleasant experience due to 'clerk consciousness' (as opposed to owner consciousness). I probably would have taken it up with Apple at the decision maker level rather than a snot nosed clerk level. The business points made could be beneficial to Apple. I happen to know that a tech at an Apple store in that area wiped out the hard drive on a friend's Mac even tho they were told not to do ANYTHING if they were unable to fix the machine. She lost TONS of important files and irreplaceable pictures, and the machine was never fixed. The arrogance and immaturity was inexcusable. So I have a tendency to believe there is some of that going on in that store, and unless Apple reins in and makes its staff accountable, these stories will continue. It is just good business, and I have been in business, successfully, for 38 yrs.
Wow. I can't believe you got such horrible service at the Apple store. I'm assuming you were at the store at the Green Hills Mall. I went there when I was researching my Mac purchase. I was actually pleased with the attention, treatment and information I got from my rep. I ultimately ended up getting my Mac at Mac Authority in the Cool Springs Mall. I was also very pleased with the level of service I received there and I liked the fact that that store is not always jammed packed with people at it's right near my office. I was happy that they offered to call me to pick it up rather than me having to wait while they installed my upgraded memory and they did call in a lot less time than they estimated. I'm wondering if you also had a bad experience at Mac Authority as well. I have not had any service issues so I haven't tested the Apple store or Mac Authority in that way.
Yeah I ordered a MacBook Pro with overnight shipping and it has taken 5 days to arrive - I love apple and their products, but some of their departments and services just suck! I think they really need to work on improving customer service.
I have had not quite that bad of an experience, I recently decided to get a macbookpro. On this I thought I will go to the Apple store,bad idea. Just like you it was packed! an absolute zoo I eventually opted to go a local Apple specialty store got incredible service and I love my Mac. On Apple defense just from a former retailer when your store is crowded or busy it does get a little hectic but this does not excuse good customer service.
Have a hunch you were a cheerleader in high school. How were you supposed to know about the blue shirts? Are you kidding? What, you thought it was blue shirt day or something?
Yeah, whatever. No cheerleader here. Look back at the photo again. There were actually people to the right when I walked in, they were just moving around so you get a shot of the "genius bar" there very briefly. But no - it was not obvious, and there were tons of people with all sorts of colors on.
There's really no sense in being rude. I don't get it - and I was just as shocked at it from the Apple Store employee too. It takes very little to make someone's day. Try it sometime.
I'm guessing that the only difference between the 32 bit and 64 bit iPad is the...um... chip.
Why in the world they would charge more for the same glass is beyond me.
It's gig, not bit - so it's the amount of data storage.
Wow just listened to your report, what a nightmare. these guys sound like a complete bunch of turkey's, putting the new ipad back into the box with glass still in their is disgraceful.
you should send this report as a letter to apple customer complaints
This article does a great job of articulating why computer repairs are a big pain.
A follow up article might teach users how to leave the world of computer repairs behind.
Don't just share the problem, solve it.
A quick update... I had to return the Incase iPad cover that I purchased as a replacement for the Apple iPad Case. I did finally get a lady from the store to email me a copy of the receipt so that I could do that.
I explained to her that it would be a 4-hour round trip for me, but she said that the only way to do a cash refund would be in-store. So I would need to come in to get my 40 bucks and change in cash.
It's not worth it to me to drive 4 hours for $40... but I was going to be in Nashville to go to the Airport, and back home, over the weekend (quick trip to San Diego). Unfortunately they were not open until 10am - and I had to be at the airport at 9am. And they closed at 6pm on Sunday, I landed at 6:10.
So I sent my son to return the case, after he dropped me off at the airport. I got home to an Apple Gift Card that I can only use at the store or on Apple.com (which the rep recommended I not do, order from Apple.com that is). It's not even good for iTunes. Grr.
Would be nice if they could get things straight on the phone! Not even worth the hassle...
Apple strikes again
Last week I went out to dinner with my kids, leaving my great dane home alone for a short spell. He has a bit of separation anxiety, and decided to chew up the cable remote while we were out. Lovely.
The next morning I phoned the cable company and explained what happened. We laughed about it, he related with a similar story, and then he gave me my two options: come by the local office to pick up a new remote, or have one shipped to me. It was quick and simple, and friendly, and I had the remote replaced the same day.
I don't think a customer service experience like that is too much to ask for. I expected the same at the Apple Store...
I didn't expect special treatment, to have my iPad replaced without cost, or any red carpet experience. I would have been happy if they were straightforward about the price, if - knowing I was from out of town - could have mentioned details about their obscure location, if my rep was personable and friendly with me, and if he had been more helpful regarding the accessories I asked about specifically - considering I was eager to spend money while at the store.
Not getting the promised receipt was just the icing on the cake. The message it sent after the rest of the experience: "we could care less about you".
Not at all what I would expect from Apple.
They should take lessons from my cable company...
Exactly what I would expect from Apple.
However, please recall, as online marketers we can learn a lot from Apple.
Lynn, Apple is a great example of your point that aesthetics do matter. They are brilliant designers, and people do respond. Score one for you!
Also, watch how effectively they have created a cult around their company. Their TV ads, and other marketing from the very beginning, show true insight in to the human ego.
Let's look at how effectively Apple has moved beyond a niche where they are hopelessly behind (desktop computers) to related niches they now almost dominate (mobile devices).
Finally, Apple is a good example of how few of us lone wolf webmasters are well rounded enough to cover all the bases, and how important covering all the bases is.
Apple is Steve Jobs. Steve Jobs is a truly brilliant highly creative person, that appears to be kind of a jerk. That's Steve Jobs, that's Apple. Honestly, I can relate.
The lesson I come away with is...
I should be partnering with skilled people person diplomats like yourself. You should be partnering with eccentric technical creatives like myself.
You should work the front desk.
What a cable company that cares?, Amazing and I agree Apple should be knocking on this companies door asking to be trained in how to service customers.
Interesting update for those of you still following this crazy experience...
The Green Hills Apple Store in Nashville emailed me regarding the feedback I submitted via their online form. It was requested in a follow-up (autoresponder).
They emailed me to ask if a manager could contact me regarding my experience at the Nashville Apple Store. They asked for my number, best time, and said they would get in touch with me within 48 hours.
I replied... and never heard from them. Nothing. Of course that 48 hours has come and gone.
I continue to be amazed at their obvious lack of any real concern over their customers, or customer service etiquette period. Unreal.
Update: The manager from the Green Hills Apple Store phoned me yesterday, and was shocked at my personal experience at their location. He went above and beyond to make things right- and successfully turned me back into the happy Apple customer I was prior to this experience…
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.
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.
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?
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.
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.
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.
It's called KeywordLuv 😀
Wow! 2 super swift replies. Thanks Lynn
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...
Disappointing.
As an Apple employee at a different store, I'm sad to hear this.
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.
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...
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.