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Apple customer service rep

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NextGenApple

macrumors regular
Original poster
Oct 10, 2011
159
0
Went with my mate to buy the new iMac today, my friend finds a representative and call's him over while playing with a 21,5 2012 iMac.

He asked the rep, "what is different between last years screen and this years as he can not see any difference apart from less glare and they look the same to him"

The rep replied the new iMac has led backlit and the 2011 model does not, i butted in and said pardon me, he repeated and said look at the text it's much better and brighter due to the led in the 2012 and the 2011 does not look like this that the main difference.

I told my friend lets go didn't even bother correcting him, just thought this guy is talking utter nonsense trying to get a sale. I pity anyone that goes to him to purchase an apple product.

PS 2011 iMac are led backlit so basically the screens are the same apart from the so called 75% less glare
 
Y

Yougotcarved

macrumors regular
Dec 13, 2012
108
0
I was literally JUST about to start a thread saying how crap apple customer services are. They're good at getting stuff done but they don't know ANYTHING about the products. I asked them some basic Q's to test them (to make sure I didn't waste my time with asking them the hard stuff I wanna know) and they couldn't answer anything correctly.
 
L

leman

macrumors Core
Oct 14, 2008
19,202
19,063
Yeah, a Apple store employee was explaining my colleague that HDDs is the main heat sources in the conventional laptop and thats SSD is the reason why the Macbook Air is much cooler :/
 
Y

Yougotcarved

macrumors regular
Dec 13, 2012
108
0
I was told that a Fusion drive moves files instead of blocks, one of the main subtleties of Fusion totally over their head lol
 
B

Brettka7

macrumors 6502
Nov 5, 2011
458
406
An Apple repair guy told me, regarding a rattle that i eventually found out was from a bent pin under the return button, that 1. it is impossible for that area to rattle when the computer is turned on, 2. that the SuperDrive rattles by nature, and 3, that it's probably my 13" cMBP's second fan in that area.
 
L

LogicPro

macrumors regular
Dec 11, 2012
121
0
I'm pretty sure they use PCs in customer support. Not kidding. I've had several reps complain to me about how slow their machines are.
 
j.dstasio

j.dstasio

macrumors 6502
Jun 9, 2009
333
10
South Jersey
Listening to the nonsense that spews from Apple sales people's mouths is almost a sport at my local Apple Store. While waiting for appointment, I often stand near people asking about iPads just for the fun of listening to the Apple reps. Older women are the best targets. Listening to a genius explain the difference between an iPad 2 & a newer model is hilarious!

I have on occasion chimed in when the sales rep wasn't nearby to offer some actual advice.
 
DesignerOnMac

DesignerOnMac

macrumors 6502a
Jul 23, 2007
827
65
Yougotcarved said:
I was literally JUST about to start a thread saying how crap apple customer services are. They're good at getting stuff done but they don't know ANYTHING about the products. I asked them some basic Q's to test them (to make sure I didn't waste my time with asking them the hard stuff I wanna know) and they couldn't answer anything correctly.
Click to expand...

It's not about customer service, just the people that work in the store. Might as well be a WalMart sales man!:mad:
 
Apple fanboy

Apple fanboy

macrumors Ivy Bridge
Feb 21, 2012
55,266
53,031
Behind the Lens, UK
Who would have guessed that shop workers on not much more than minimum wage with little training aren't geniuses! Maybe it's apples fault for not paying a decent wage. Many people on this forum would be able to explain apples products better than their store representatives, but how many of us are prepared to give up our better paid jobs to go and work in an apple store?
I think people should perhaps not be so quick to judge.
 
O

Orange Crane

macrumors 6502
Jul 17, 2012
268
0
The question isn't why do nerds on the Internet know more about computers than retail shop employees. The question is, why are nerds on the Internet constantly baffled that they know more about computers than retail shop employees.
 
Y

Yougotcarved

macrumors regular
Dec 13, 2012
108
0
Orange Crane said:
The question isn't why do nerds on the Internet know more about computers than retail shop employees. The question is, why are nerds on the Internet constantly baffled that they know more about computers than retail shop employees.
Click to expand...

Because my friend wanted a job there and there was a really extensive interview process that sounds like it should've weeded out those who don't know anything
 
AlphaDogg

AlphaDogg

macrumors 68040
May 20, 2010
3,417
7
Ypsilanti, MI
sounddesigner said:
Has anybody went to any electronics store that actually knows what they are talking about haha
Click to expand...

Unfortunately, no. It's a little better at my local Microcenter, but they still lie to make a sale. I was there right after Apple came out with the 21.5" and 27" iMacs. A middle aged woman was buying a 24" iMac. I said to her "oh did you get a discount on that because the new models just came out?" Her eyes got wide and said "no..." And the man who helped her with her sale was standing right next to her. He did not look happy at all.
 
T

Toops

macrumors newbie
Dec 28, 2012
11
0
That's why I always look online first to dig what I need and just go straight to the apple store n ask for that specific item. Although once I ask one of the rep how do I connect my mbp to a external iMac monitor and yet he was clueless and even argue that it was not possible...I just walked away
 
B

bernuli

macrumors 6502a
Oct 10, 2011
710
403
I've had similar experiences as of late. When I ask questions, the answers come quick, but they are often wrong. On some occasions, the Apple Reps will look up the answers to my question, which is far better than blurting out something that sounds right.

The more Apple Retail Stores open, the worse the customer service will get. Good just does not scale well.

My recommendation is that Apple start approving independent authorized resellers, or even encourage them. That way if you want to talk to someone who has a higher level of vested interest and knowledge in the product, buy from them and get better support you have that option.


B


NextGenApple said:
Went with my mate to buy the new iMac today, my friend finds a representative and call's him over while playing with a 21,5 2012 iMac.

He asked the rep, "what is different between last years screen and this years as he can not see any difference apart from less glare and they look the same to him"

The rep replied the new iMac has led backlit and the 2011 model does not, i butted in and said pardon me, he repeated and said look at the text it's much better and brighter due to the led in the 2012 and the 2011 does not look like this that the main difference.

I told my friend lets go didn't even bother correcting him, just thought this guy is talking utter nonsense trying to get a sale. I pity anyone that goes to him to purchase an apple product.

PS 2011 iMac are led backlit so basically the screens are the same apart from the so called 75% less glare
Click to expand...
 
C

Coffee Minutes

macrumors member
Jul 6, 2012
51
0
I guess I have a story too....

Prior to purchasing my 32GB iPhone 5, i called Apple and spoke to a salesperson. I asked how much usable memory the 32GB had with iOS6 and she replied 32GB. I refined my question and asked what the remaining memory allocation was with the iOS installed and she said once again claimed 32GB. I told her that can't be so, but she was sure that the phone had 32GB left with the iOS installed. Yikes.

Anyway, went off to the Apple store and while picking it up from the counter (where you pay) asked again what was left and the guy behind the counter was like 28.6 GB or something to that effect.
 
G

Gelite55

macrumors regular
Dec 12, 2012
155
0
Trust me. As a formal Specialist in a Apple retail store, I'd say a solid 40% don't know ***** about technology. Not to be sexist but about 99% of that 40% were Female.
 
S

spacepower7

macrumors 68000
May 6, 2004
1,509
1
NextGenApple said:
PS 2011 iMac are led backlit so basically the screens are the same apart from the so called 75% less glare
Click to expand...

Some of the screens are the same part, as far as I have read on the 21.5" iMac . Technically speaking. But now that they fused the glass to the led screen, it is technically and visually different. They reduced several mm of air gaps that reduced the glare. The LCD panel is actually closer to the glass. It's a progression in technology which no other LCD manufacturers are currently using.

Yes many sales people at apple retail stores are less technically inclined than you. Hope that makes you feel great. But remember that there are more technically knowledgable people than you or I.
 
A

All Taken

macrumors 6502a
Dec 28, 2009
780
1
UK
LogicPro said:
I'm pretty sure they use PCs in customer support. Not kidding. I've had several reps complain to me about how slow their machines are.
Click to expand...

They don't.

----------
spacepower7 said:
Some of the screens are the same part, as far as I have read on the 21.5" iMac . Technically speaking. But now that they fused the glass to the led screen, it is technically and visually different. They reduced several mm of air gaps that reduced the glare. The LCD panel is actually closer to the glass. It's a progression in technology which no other LCD manufacturers are currently using.

Yes many sales people at apple retail stores are less technically inclined than you. Hope that makes you feel great. But remember that there are more technically knowledgable people than you or I.
Click to expand...

But you and I are not giving out false information whilst being paid.
 
G

Gelite55

macrumors regular
Dec 12, 2012
155
0
All Taken said:
They don't.

----------



But you and I are not giving out false information whilst being paid.
Click to expand...

Yea he's right. In Core training they specifically said that the WHOLE company uses Macs. They did in the back of house (back of store).
 
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