Nice Gesture by the local Apple store [Archive]

gnortenjones

Jan 19, 2009, 09:14 AM

Last week I drove to the local Apple store (30 miles one way in Victor NY), to buy an Apple TV. I discovered when I got home that the HDMI cable wasn't included, a fact the employee who checked me out failed to mention, so I had to make a trip to the local Best Buy to get one.

Needless to say, I was peeved, and decided to fill out one of the customer satisfaction surveys giving low marks more for not telling me the cables weren't included than not including them at all.

Last night I got a call from the manager at the Apple store apologizing for my inconvenience, and offered to reimburse me 25% of the cables value.

I doubt I'll make the trip out to the Apple store to collect since it's only about $15, plus I threw away my receipt, but I thought it was a nice gesture anyhow. I think this is the first time a retail store actually followed up with me regarding a negative customer satisfaction survey.

Tallest Skil

Jan 19, 2009, 09:15 AM

I'm glad that you were satisfied by Apple going out of their way to make you happy. They're known for doing that.

But reading the box or the page online would have shown you that there was no cable. You need to research products before you buy them.

aprofetto

Jan 19, 2009, 09:22 AM

...

But reading the box or the page online would have shown you that there was no cable. You need to research products before you buy them.

I see what you're saying, but the blame cannot be pushed on the customer for not researching the product before he bought it.

If that was the case, Apple stores would just be one big check-out counter with only cashiers and no products on display, just one giant line-up of people already knowing what they wanted.

Every store I go to usually busts my chops about cables, Futureshop is probably the worst for it, but they do get paid on commission, so can we really blame them?

Either way, nice to see Apple was nice about it.

One time I bought a MacBook, and a week later, they did the back to school promo (get a new iPod with the purchase of a new Mac), went back to the store, manager had no problem giving me the promo for the MacBook I bought the week earlier.

Chris Rogers

Jan 19, 2009, 10:36 PM

one time, I bought a computer (actually a few times) and they didn't tell me it didn't come with a wireless router, printer, iPhone, desk, power strip, or DVD player. :mad:

Lucky for me the local Apple store is only 15 minutes away. I called them up and they said that if I want, I can go into any store I choose and purchase the missing items for 100% of the selling price! The choice was all mine. Good thing for GREAT customer service!

Sky Blue

Jan 19, 2009, 11:00 PM

the blame cannot be pushed on the customer for not researching the product before he bought it.

If only Apple provided some packaging for the product that listed what was in the box or if only the customer could use some interconnected network of computers to research his purchase.

Sun Baked

Jan 19, 2009, 11:07 PM

Needless to say, I was peeved, and decided to fill out one of the customer satisfaction surveys giving low marks more for not telling me the cables weren't included than not including them at all.

Last night I got a call from the manager at the Apple store apologizing for my inconvenience, and offered to reimburse me 25% of the cables value.

I think this was the method somebody said to get the store to listen to you with your problem.

Go in buy some cheap crap, crater them on the survey, when they call -- explain the problem, or go in and talk to them when you get the refund for the cable you bought.

spacepower7

Jan 20, 2009, 02:02 AM

I think the OP's complaint is valid

It's more a problem with the HDMI cables which cost pennies to make but they have licensing cost. And the scam the big box stores do to convince people to spend $80 on a 6 foot HDMI cable because it is new technology.

Let's see here, when was the last time anyone here bought a DVD player or other media device which didn't come with ANY cables to connect to a TV.

The only one I can think of is an AppleTV.

Even a $29 DVD player comes with composite cables. The last 3 DVD players I bought (and others I setup for parents and technophobe friends) came with composite cables. Some even came with S-Video cables.

My Western Digital TV came with composite cables.

Even the cable company gives me free coaxial, composite, and component cables.

Does a PS3, Xbox360, Popcorn Hour, or other media devices come without a single video connection cable?

I have no idea but now I am curious if Apple is the only one doing this, if so the OP has a very valid complaint.

Post if you know please

schizoidwoman

Jan 20, 2009, 02:53 AM

When I bought my iMac at Meadowhall last year, the total was £20 more than the items online. I get the HE discount and the staff couldn't work out where the £20 difference was coming from unless the HE discount was slightly better online. I genuinely didn't mind because it's often the case that online offers are better and I wanted the iMac that day, so didn't mind paying a little more (after all, with the amount it cost, £20 was worth it to take it home that day).

A week later I received an Apple Gift Card with a credit for £20 and a note from the manager saying "Enjoy your iMac". the card actually came to the Uni where I work and I can only imagine they got the address when they scanned the barcode on my staffcard for the HE discount.

Either way, what a fantastic store!

HerbyGunther

Jan 20, 2009, 06:56 AM

Tallest Skil

Jan 20, 2009, 06:59 AM

A friend of mine bought a Cinema Display, when she got home no power cable+adapter was included. That was certainly not the fault of the customer. We had to go back to the store next day to pick it up.

Exactly. There is supposed to be a special cable for the Cinema Display in the box. You did not receive one, thus you were very much entitled to go get one.

There is not supposed to be an HDMI cable in the box for the Apple TV. He did not receive one, thus he was not entitled to get one from Apple. He did, anyway. Good for him.

Huh, that's interesting that there wasn't one...

dmm219

Jan 20, 2009, 07:49 AM

Does a PS3, Xbox360, Popcorn Hour, or other media devices come without a single video connection cable?

The Wii only comes with a composite cable, not even components. Most everyone with an newer TV has to buy a component cable for the Wii. But when the demand for your product is as great as you see with the Wii, you can get away with that kind of stuff...

Capt Crunch

Jan 20, 2009, 08:05 AM

The OP spent $60 on an HDMI cable. :(

monoprice.com <-

gnortenjones

Jan 20, 2009, 09:07 AM

t0mat0

Jan 20, 2009, 09:18 AM

Wow. The snarkiness of this thread is unbelievable. Guys, I didn't insult your grandmother. Calm down.

First off, I did research the Apple TV, though obviously dropped the ball in checking whether it came with all the necessary cables. It just never occured to me that it wouldn't come with everything necessary for BASIC functionality. The whole purpose of an ATV is to connect it to a TV, it's in the NAME for crying out loud. I don't think it's unreasonable to expect the necessary cables to perform it's stated task to be included.

It's like buying a car only to find out the keys aren't included.

And the point of my post wasn't complaining about the lack of cables, but to point out a nice experience with the Apple Store.

More like finding a hire car doesn't have a full tank of gas. No, wait....

It's not unreasonable to expect the necessary cables. Neither is it unreasonable to expect to check the contents list to see what you're getting...

saltyzoo

Jan 20, 2009, 09:25 AM

Wow. The snarkiness of this thread is unbelievable. Guys, I didn't insult your grandmother. Calm down.

First off, I did research the Apple TV, though obviously dropped the ball in checking whether it came with all the necessary cables. It just never occured to me that it wouldn't come with everything necessary for BASIC functionality. The whole purpose of an ATV is to connect it to a TV, it's in the NAME for crying out loud. I don't think it's unreasonable to expect the necessary cables to perform it's stated task to be included.

It's like buying a car only to find out the keys aren't included.

And the point of my post wasn't complaining about the lack of cables, but to point out a nice experience with the Apple Store.

By this logic you should blame the people you brought your TV from too. Didn't it come with everything necessary for BASIC functionality?

Some see no need to pay $100 for a cable, some think you're a fool if you don't. It could be said that letting the consumer decide is a good thing. However, Apple is against letting the consumer decide 90% of the time so I'm thinking maybe that's not their rational.

It's not unreasonable to expect the necessary cables. Neither is it unreasonable to expect to check the contents list to see what you're getting...
True that.

gnortenjones

Jan 20, 2009, 09:45 AM

The OP spent $60 on an HDMI cable. :(

monoprice.com <-

I've decided to block the $60 out of my memory. Normally I would have purchased it online, but when you have a new toy sitting in front of you, and the only thing missing can be resolved with a 25 minute trip to Best Buy...

I'm racking most of that $60 up as an "impatience tax."

Alrescha

Jan 20, 2009, 09:52 AM

The OP spent $60 on an HDMI cable. :(

monoprice.com <-

My local Apple store sells them for $20 (which while still overpriced, is below my threshold of accessory pain).

A.

jessica.

Jan 20, 2009, 09:54 AM

The ATV is like any other device when a common cable is needed, it is generally not included. Like a printer or a scanner, you don't get the USB cable, why would you get the HDMI cable?

gnortenjones

Jan 20, 2009, 09:59 AM

By this logic you should blame the people you brought your TV from too. Didn't it come with everything necessary for BASIC functionality?

Actually, the TV I just bought was the first I've ever bought that DIDN'T come with various cables. Of course, the last tv I bought was 10 years ago.

My DVD player also came with component cables. My DVR came with coax. My iphone came with a charging cable. My external hard drives came with USB and Firewire cables. My router came with ethernet cable. My Apple TV came with... oh, wait.

One last thing, yes, I should have read the box/website closer to know it didn't come with the cables. So, everyone, please stop beating that horse. It's quite dead.

gnortenjones

Jan 20, 2009, 10:05 AM

The ATV is like any other device when a common cable is needed, it is generally not included. Like a printer or a scanner, you don't get the USB cable, why would you get the HDMI cable?

Yeah, but that's the thing, when I bought my printer, it did come with a USB cable. This "lets not include the cables" seems like a relatively new thing to me. Maybe I'm experiencing culture shock. :confused:

I understand gaming consoles do this also, though I haven't owned a gaming console since my Atari 2600 in the 80's, so I am admittedly a little behind the times on this.

charlesbronsen

Jan 20, 2009, 10:34 AM

My DVD player also came with component cables. My DVR came with coax. My iphone came with a charging cable. My external hard drives came with USB and Firewire cables. My router came with ethernet cable. My Apple TV came with... oh, wait.

I think it should come with the cables as well... But if Apple did include them I bet they would be about an inch long so your better off getting them on your own:cool:

Maxiseller

Jan 20, 2009, 10:52 AM

It is this sort of imbecile Comments that drive me away from these forums. The OP was just bringing to light the generosity of the store not picking a fight. The moron who started the argument (hint: not the OP) should be cautioned for not promoting encouraging discussion about a valid topic.

GSMiller

Jan 20, 2009, 10:55 AM

No HDMI capable device I have ever purchase included a HDMI cable. While absurd, it is the norm.

saltyzoo

Jan 20, 2009, 10:59 AM

No HDMI capable device I have ever purchase included a HDMI cable. While absurd, it is the norm.

I'd disagree. When a cable hits $20 minimum price it starts making sense to let people buy the length / quality they want.

It's no different than saying that your $4000 flat screen should include a DVD, Blu-Ray, and HD cable box. Without those it's useless right?

Alrescha

Jan 20, 2009, 10:59 AM

I think it should come with the cables as well...

From an environmental perspective, I think I prefer that devices with multiple connection options don't come with all possible cables. It might not matter much with the Apple TV given it's limited exposure, but I think it is generally a good idea to not include them all.

A.
(who has 10,000 crappy stereo, composite, USB, and Firewire cables in a box somewhere)

bflowers

Jan 20, 2009, 12:14 PM

I applaud the manager, for going above and beyond to make a customer happy, but it really wasn't their fault. I get several people have said that the rep should have mentioned that, but anyone who knows enough about AppleTV to make the 30 mile drive to go buy one, should have taken the time to read about it a little first. Not really what I would call an "impulse buy" now is it?

They don't include the cable because they would have to include several kinds of cables for different ways you might want to hook it up. Do you want them to add to the price an HDMI cable (what length should be standard?), a component cable, audio cables, and a fiber optic audio cable. Decent length cables of each will add at least $100 or more to the price for everyone.

Not even printer companies provide a cable anymore, so why do you expect Apple to do so? Your satellite or cable provider may give you a bunch of cables, but they recoup the cost by charging you lots of fees for years. The last DVD recorder I bought only had the cheapest RCA cables included, not component or S-Video or HDMI.

LeoFio

Jan 20, 2009, 12:22 PM

I prefer cables to devices NOT BE INCLUDED for the following reasons:

1) I am usually upgrading a device, hence I already have the necessary cables.

2) Cables included are usually low quality and I buy my own anyways.

3) Why pay for something you may not need?

GSMiller

Jan 20, 2009, 12:37 PM

I'd disagree. When a cable hits $20 minimum price it starts making sense to let people buy the length / quality they want.

It's no different than saying that your $4000 flat screen should include a DVD, Blu-Ray, and HD cable box. Without those it's useless right?

The length point is a good one, the only problem is that the majority of HDMI cables are 6' in length anyway.

It doesn't really bother me all that much that many electronics do not come with the required cables, so as long as the store has them available for purchase, but I can see how it would upset some people. Buying a DVD player with the cables not included is sort of like buying a car with no tires, they're both practically worthless without that one component.

nick9191

Jan 20, 2009, 12:45 PM

Last night I got a call from the manager at the Apple store apologizing for my inconvenience, and offered to reimburse me 25% of the cables value.

I doubt I'll make the trip out to the Apple store to collect since it's only about $15,
You paid $60 for an HDMI cable?

notjustjay

Jan 20, 2009, 12:55 PM

You paid $60 for an HDMI cable?

It doesn't appear that money is too much of a concern for the OP. He willingly paid his self-proclaimed "impatience tax", doesn't care too much about an easy $15 refund for simply returning to the store, and threw away his original receipt for the AppleTV, so should there be any need to refund, repair or exchange the unit I guess he's willing to just toss it out or buy another one... :)

saltyzoo

Jan 20, 2009, 01:00 PM

It doesn't appear that money is too much of a concern for the OP. He willingly paid his self-proclaimed "impatience tax", doesn't care too much about an easy $15 refund for simply returning to the store, and threw away his original receipt for the AppleTV, so should there be any need to refund, repair or exchange the unit I guess he's willing to just toss it out or buy another one... :)

That seems a little unfair. A 30 minute drive x 2 would negate much of the $15 refund, not to mention the fight he'd probably lose from not having a receipt.

$60 isn't that unusual a price for this type of cable.

Tallest Skil

Jan 20, 2009, 01:03 PM

$60 isn't that unusual a price for this type of cable.

Neither is $6. Or $4 (http://www.monoprice.com/products/product.asp?c_id=102&cp_id=10240&cs_id=1024007&p_id=3871&seq=1&format=2), for that matter.

duncanapple

Jan 20, 2009, 01:05 PM

I don't think its unreasonable to expect some type of cable. I have never bought any device that didn't come with something... And yes, even my sony blue ray player came with an HDMI cable. I didn't use it, but it came with one.

The analogy about the computer coming with a printer, iphone, etc is just weak. The computer can still work and function as a computer without a printer or other accessory. An apple TV cannot do much of anything with out a video/audio cable. Same goes for the people making snide comments about the TV coming with a blueray player. Jeez, he didn't think a 65 inch plasma screen HDTV was in the box. Exaggeration is one thing, being ridiculous is another...

I love apple stuff as much as anyone else, but some of you guys on here are just over the top, really.

Lastly, and I guess I am just as guilty for posting too, but the OP has said several times now, he wasn't mad but his past experiences led him to think the cable was in the box. Not everyone watches unboxing photos of products and reads every bit of fine print on the box. You people have even gone so far as to chastise him for what he paid for a cable. Sheesh.

saltyzoo

Jan 20, 2009, 01:07 PM

Neither is $6. Or $3 (http://www.monoprice.com/products/product.asp?c_id=102&cp_id=10240&cs_id=1024007&p_id=3871&seq=1&format=2), for that matter.

Are you asserting that having not realized that a device you are going to buy doesn't have your needed cable that you would sit there for 3 to 4 business days looking at your useless device rather than paying more so that you can enjoy your device?

The term is "opportunity cost". He could have gone a week without enjoying his purchase, or pay $60 so that he could enjoy it immediately.

Heck, why stop at the $3 cable? He should have just bought a VCR and saved even more.

Tallest Skil

Jan 20, 2009, 01:09 PM

The term is "opportunity cost". He could have gone a week without enjoying his purchase, or pay $60 so that he could enjoy it immediately.

I would have paid $4, waited a week, and then spent the other $56 on HD DVDs, ripped them, and viewed them on my Apple TV when the cable came as opposed to having a nice box, an expensive cable, and no content.

Chris Rogers

Jan 20, 2009, 01:17 PM

Are you asserting that having not realized that a device you are going to buy doesn't have your needed cable that you would sit there for 3 to 4 business days looking at your useless device rather than paying more so that you can enjoy your device?

The term is "opportunity cost". He could have gone a week without enjoying his purchase, or pay $60 so that he could enjoy it immediately.

Heck, why stop at the $3 cable? He should have just bought a VCR and saved even more.

He could have spent 3$ on the cable and maybe $20 to overnight it. Still Over 50% savings.

I think we've been hard on the OP, though it's all in good fun.

t0mat0

Jan 20, 2009, 01:18 PM

This made me laugh a while back - isn't HDMI, but you get the gist -
http://www.gizmodo.com.au/2008/03/audiophile_deathmatch_monster_cables_vs_a_coat_hanger-2.html

saltyzoo

Jan 20, 2009, 01:38 PM

He could have spent 3$ on the cable and maybe $20 to overnight it. Still Over 50% savings.

I think we've been hard on the OP, though it's all in good fun.

And, if on a Friday after shipping time, still wait until the next Tuesday to get what might very well be a complete piece of garbage. Sorry, but for $3 you are risking getting a piece of useless garbage.

The OP screwed up and didn't realize he needed a cable. The Apple store clerk arguably screwed up and forgot to tell him he needed one. Personally, I just want them to take my money and let me out of that new-age hell on earth, so I'd not fault them for not trying to sell me everything in the store, but that's just me. The mistake cost him a few more bucks. The store was nice enough to try to offset it. All in all a happy ending.

I wish the Apple store would give me a discount for having to put up with their sales people when I know exactly what I want and just want to get in and out quickly. :p

gnortenjones

Jan 20, 2009, 02:13 PM

It doesn't appear that money is too much of a concern for the OP. He willingly paid his self-proclaimed "impatience tax", doesn't care too much about an easy $15 refund for simply returning to the store, and threw away his original receipt for the AppleTV, so should there be any need to refund, repair or exchange the unit I guess he's willing to just toss it out or buy another one... :)

I threw out the receipt for the HDMI cable, which is what they want to see, not the ATV receipt.

But yes, money is of no concern to me. I whipe my butt with $100's, and pay hobos to kiss. It's a good life.

Arran

Jan 20, 2009, 02:15 PM

No cable? Pah!

I'm surprised nobody's complained about no TV inside the box :D

Especially when all it says on the front is ":apple:tv". In 2.5" high letters.

Capt Crunch

Jan 20, 2009, 02:30 PM

I'm racking most of that $60 up as an "impatience tax."

I'm guilty of that too. :( Bought a TV antenna at best buy for the olympics.

notjustjay

Jan 20, 2009, 02:58 PM

I threw out the receipt for the HDMI cable, which is what they want to see, not the ATV receipt.

Oh, I see. That makes much more sense. :)

alFR

Jan 21, 2009, 06:43 AM

spent the other $56 on HD DVDs

You'd be lucky. ;)

Tallest Skil

Jan 21, 2009, 06:44 AM

You'd be lucky. ;)

I don't get it. Explain, please. :confused:

alFR

Jan 21, 2009, 06:49 AM

I don't get it. Explain, please. :confused:

I think you might find it quite hard to buy HD DVDs now, given that the standard is officially dead and BluRay has taken over. :)

Tallest Skil

Jan 21, 2009, 06:56 AM

I think you might find it quite hard to buy HD DVDs now, given that the standard is officially dead and BluRay has taken over. :)

Tell that to the six hundred titles on Amazon.com. (http://www.amazon.com/HD-DVD-movies-discs/b/qid=1232538983/ref=sr_tc_2_2?ie=UTF8&node=16295741) I ONLY buy HD DVDs.

weg

Jan 21, 2009, 07:35 AM

one time, I bought a computer (actually a few times) and they didn't tell me it didn't come with a wireless router, printer, iPhone, desk, power strip, or DVD player. :mad:

But it did come with a power cable, did it? ;)

TheCheapGeek

Jan 21, 2009, 09:04 AM

I just canceled Dish network and am going over the air antenna and digital downloads. So i moved my current apple tv into the bedroom and wanted another for the living room. No one locally had on in stock so i ordered a refurbished unit from apple and paid 20 for overnight shipping. Later i noticed that my order was scheduled to arrive three days later. I checked amazon and could get one the next day, so i called apple to cancel my order. The Representative i spoke with not only put a rush on the delivery, not sure what she did but it arrived overnight, and refunded my shipping fees. Nice gesture apple.

alFR

Jan 21, 2009, 10:47 AM

Tell that to the six hundred titles on Amazon.com. (http://www.amazon.com/HD-DVD-movies-discs/b/qid=1232538983/ref=sr_tc_2_2?ie=UTF8&node=16295741) I ONLY buy HD DVDs.

I'm genuinely shocked at that - why would anyone still buy them (apart from because a lot of them are very cheap)? You'll never be able to get another player when your current one dies, so that's going to be a big stack of useless discs at some point. Also, why is anyone still making the discs? No new players = no new customers, surely? :confused: Maybe they're old stock....

saltyzoo

Jan 21, 2009, 10:57 AM

I'm genuinely shocked at that - why would anyone still buy them (apart from because a lot of them are very cheap)? You'll never be able to get another player when your current one dies, so that's going to be a big stack of useless discs at some point. Also, why is anyone still making the discs? No new players = no new customers, surely? :confused: Maybe they're old stock....

http://handbrake.fr/site/images/blog/home-mosaic.jpg

Arran

Jan 21, 2009, 11:19 AM

...so i ordered a refurbished unit from apple and paid 20 for overnight shipping. ....

Similar thing happened when I bought my first :apple:tv. 3 day delivery was free, but I paid the "impatience tax" (yeah, me too) to have it next day. I was buying refurb, so I convinced myself it was a wash.

Next day it didn't arrive. The shipper had it, but failed to deliver. Apple happily refunded my "impatience tax", and it arrived next day.:)

Chris Rogers

Jan 21, 2009, 01:20 PM

But it did come with a power cable, did it? ;)

Yep, so did my Apple TV, TV, iPhone, printer, juicer, and microwave :)

To those who pay the "Impatience Tax" you could spend $30-$100 on the cable and then just order the cheaper one from amazon and return the expensive one. Like me, many of you may not be big returners but for a few hundred percent savings, I'd do it in this case.

charlesbronsen

Jan 21, 2009, 01:39 PM

A.
(who has 10,000 crappy stereo, composite, USB, and Firewire cables in a box somewhere)
I do I do.... point taken:D

TraceyS/FL

Jan 21, 2009, 04:03 PM

Well, the Apple Store manager just knows that his employee missed an "accessory" sale - AKA, things to boost the days profits. I'm guessing the Apple store isn't any different than working at say... Best Buy.

There is a reason that accessories are "pushed", aside from ensuring the customer does NOT have this experience upon arrival at home, they also boost the numbers.

I would have also probably have needed the reminder at check out.

And really, is it any different than when my Dad bought his Mac Pro in the store, spent over an HOUR with the sales guy going over specs and making sure he was getting what he needed... and then the guy neglected to mention it didn't come with BT or Wireless? And then, it needed to go back to the store to have it installed (60 miles away). My Dad was a switcher with that purchase (and also bought my laptop on the same recpt along with his 23" ACD, it wasn't a small purchase) and never thought it wouldn't have that card in it. All his Sony's had had that basic piece for years.

The salesperson dropped the ball then..... same in this case. He was a nice guy, helped my Dad greatly - BUT, for one important piece, well, really just blew it.

ANYWAY...... Apple has always been more than fair to their customers when they aren't happy. In the words of that Corporate Customer Service rep i spoke with last year.... "We here at Apple know that without our customers, we have no jobs."