Comments on: My Three Complaints About Apple Retail Stores

By: Brit

Brit — Sun, 02 Aug 2009 06:34:10 +0000

Susan- I’m sorry you had that trouble with your MacPro- I have two macs that have been steller for over 6 yrs (one Desktop, one Laptop) and they beat out 3 PCs that I owned (I’m a Multi Media designer- hence the need for both PC/Mac). Anyhoo about the Phone help- it sounds like you had your laptop over 90 days w/o AppleCare (if it is under 90 days that you called Support then you should NOT have been charged).

Also as far as not being able to resize are you talking about Iphoto? as i have been able to in that program (Although I now use Adobe Photoshop).

I hope that in time it will get better… but I wish I could help you as I helped my Uncle with his (He was a die hard PC fan) iMac as he felt like it was a great door stop till i came over and fixed his issues with it

By: Susan

Susan — Mon, 06 Jul 2009 02:52:28 +0000

I HATE my MACPRO lap top. It is without doubt the WORST computer I have ever owned. Once you get past the gimmicks – it give you nothing. I’ve wasted over $2000 on a piece of hyped up junk that DOES NOT cooperate with regular windows computers and windows sites without a great deal of trouble. As for the so called HELP line – forget it! Unless you want to pay them – even after the $2000 investment, they want more money. It’s a TOTAL scam, and I wouldn’t recommend ANYONE to buy one ever. I’m stuck with this useless piece of plastic as I can’t afford another one. You can’t resize photos, you can’t delete surplus copies of photos, you can’t sort out which photo is which in Finder – another useless program, and as for IPHOTO the store people who were demonstrating it, clearly wanted to show all the gimmicks. The ‘special’ Apple versions of programs like Word and Adobe, don’t talk to the MACPRO like they should and the whole thing is a total confidence trick! I hope people check out this site and go to Best Buy and get a Hewlett Packard or a Dell ‘cos this piece of APPLE junk is useless!

By: Aron Lasky

Aron Lasky — Thu, 02 Jul 2009 13:58:14 +0000

I guess I can’t say I was not warned about the incredibly poor customer service and arrogant attitude of Apple.
After buying the new iPhone 3GS, and having it less than 2 weeks, phone over-heating and inability to keep a charge forced me to seek a replacement. After contacting Apple technical support, I was informed that indeed, I needed to have the phone replaced. I was also informed that my only options to do so was to allow Apple to hold onto $700 of my money while the new phone was shipped to me and my phone was sent back… or travel over 30 miles to the nearest Apple retail store (Northridge, CA) to get the replacement in person, alleviating the need for the ransom. I opted for the retail store option. I made a reservation to meet with one of their “Geniuses” (that’s what they actually call themselves. Further example of the Apple arrogance). Since I was traveling such a great distance, I called to verify that they would have one in stock. I was informed that they would not divulge that kind of information. I would have to take the chance that they would have one in stock… but was assured that surely they would have several of my model.
Upon arriving, and waiting thirty minutes beyond my agreed appointment time, was informed that they did not, in fact, have any in stock. They then proceeded to direct me to another store (Topanga Mall, Canoga Park, CA), which was 15 miles further. I asked them to call to verify that this other store would have one in stock. The “genius” says that the store would not divulge that information, not even to him. Having no other recourse left to me, I proceeded to this second store… and was promptly informed that they too did not have any in stock either… but I could travel another 15 miles to a third store (Sherman Oaks, CA)… but they could not find out if they had any of my phone in stock.
Figuring that surely a third time would be the charm, I stupidly drove the additional miles to the third store, now almost 60 miles from my home… only to find… you guessed it. They did not have any in stock either, but would be HAPPY to order me one and I could drive back a week or so later to pick it up! I turned down the ridiculous offer and headed back to the first store, and placed the order there. Not only did they refuse to expedite the order to make up for the ordeal they just put me through over the past several hours, but would not commit to when the phone would be there for me to drive back to pick up. When I asked if they would at least call me when it came in, I was told that it was against the Apple retail store policy to do that… but I could call every day to see if it was in!
This is the incredible, moronic arrogance of Apple and the terrible lack of customer service I had been warned about, but did not believe.
Yet another glaring reason to stick with a PC!
Question:
a) Why on Earth is it against policy to inform a customer if you have a product in stock?
b) Why could the order not be expedited or at least sent to my home to help amend the situation
c) Why is it against policy to inform a customer when their product arrives?
d) Why should ANYONE have to undergo such treatment or experience this scenario simply to replace a defective, EXPENSIVE, product that they have owned for a mere ten days?

By: rob

rob — Tue, 09 Oct 2007 18:05:27 +0000

Dude, they make $13 and hour if they are lucky. All management care about is how many attachments you sell when you sell a computer. The real problem with Apple Retail is they are hiring retail managers to run the stores. These tools don’t know the Mac, they just know how to read a spread sheet and sell stuff. They treat employees like children. At least the stores I worked in.

I love Apple but hate the retail stores.

By: Gus R.

Gus R. — Wed, 19 Sep 2007 08:12:48 +0000

I totally agree with #12. I had a pretty bad experience with a store in manhattan this last week. All I wanted was a new imac upfront. But they wanted to make me an appointment so they could spend an hour explain mac-ology 101 to me barny style. Then they badgered me with applcare and dotmac until I got passed over to a saltier mac salesman. Apple stores are great for the switchers to learn, but if your a seasoned mac user and know what you want, I would defiantly recommend Best Buy over an Apple store any day. That way you can just walk in and grab a mac without being pitched all the extras you all ready know about and aren’t interested in.

By: Retail Employee

Retail Employee — Mon, 13 Aug 2007 03:56:28 +0000

Apple retail employees are there for one purpose only: Close sales. Specifically on services such as Apple Care, .Mac, and other store services. You already are a customer and know what you want, so there is no purpose in catering to you. Apple is partnering with Best Buy to better serve customers like you.

By: Jenni

Jenni — Tue, 26 Sep 2006 06:13:47 +0000

I agree with you. I was working with apple recently and the people who anwer the phone are usually cashiers who have not been trained on each and everything yet.Me for instance, I was trained (for working at the register )for 2 hours and sent out there the next week. I was told to grab someone to answer questions that I do not know. But no help. The second week they trained me for 2 and half days to learn every policies and all products. Ppl have to realize most of the time cashiers are
checking out customers when talking to you and it m always really busy and when someone asked for which product are available in stores we have to call back of house to check it and the priority is to bring products for the customers who are purchasing in the stores. For example someone ask me if we have any macbook pro as refreshed in stock.I ask her which one she wanted. She said she did not care. I made the call and where i was told we have a few , got back to her let her know. Then she ask which one do we have? So I call again for her and no one anwer me back as they were busy. In case like this nothing can be done …..prirotity are given to ppl in the store. Technical assistance are not given over the phone from the store…you can only have it if the store is empty…ppl usually call and want a lesson over the phone…that is expecting too much.

By: Brian

Brian — Mon, 18 Sep 2006 21:29:11 +0000

Carlo, great observation.

By: Carlo

Carlo — Mon, 18 Sep 2006 21:05:49 +0000

The flip side of the ill-prepared-floor-associates coin is…
they probably feel a little more intimidated than most other retail staff – knowing there’s more chance of running into customers who are more knowledgeable and passionate about the products they’re attempting to sell.

I swear that the more knowledgeable employees have a totally different look in their eye – a different walk, a relaxed air about them. They stride up and down the floor, slipping between counters and customers like they were born there. It’s an extremely unique and telling dynamic to see.

By: Clint

Clint — Sun, 17 Sep 2006 03:34:19 +0000

i think asking a customer “what brings you in today?” or “can i show you the best selling products” caters to switchers just as much as “do you have any questions.” if you know what you are doing and have used a mac, you would probably know to go to the genius bar or not even deal with the generally air-headed floor people.

i have been approached by a floor employee and asked what i was interested in and they are able to tell you about whichever computer you might be interested in. i think they do that well enough. but yeah they are only trained to deal with switchers, so just don’t talk to anyone there except an apple genius

the phone service thing…i agree with that. but i dont think that they might have only specific knowledge of something like photoshop. if they don’t know what mac os x server is they probably don’t know anything about software. except how to tell potential customers how great ilife is