Does anyone else here get poor treatment at their apple store?

[peapody]

I hate going into my apple store. I went in twice looking to buy a case for my touch, but the case I wanted was out of my reach, there was no one to help me, when I looked for help everyone else was aiding the customers buying MBPs and iMacs, when I wanted to purchase something, I didn't attract the attention of a worker with the pay machine, so I had to wait for that person to be freed up. I leave so many times without being helped because I get fed up with waiting for service. What a fail.

/end rant.

Anyone have similar experiences? I wish they just had registers.

 

[miles01110]

I hate going into my apple store. I went in twice looking to buy a case for my touch, but the case I wanted was out of my reach, there was no one to help me, when I looked for help everyone else was aiding the customers buying MBPs and iMacs, when I wanted to purchase something, I didn't attract the attention of a worker with the pay machine, so I had to wait for that person to be freed up. I leave so many times without being helped because I get fed up with waiting for service. What a fail.

/end rant.

Anyone have similar experiences? I wish they just had registers.

Your reasoning makes zero sense. You begin by complaining that you never get any help in the store. You end with wishing they only had cash registers, which I take to mean no staff on the sales floor.

Argument fail.

Plus it seems like your "problem" could have been solved with a bit more assertiveness. If I'm a salesperson, I'm going to spend most of my time selling $1000-2000 notebooks instead of $10 iPod cases.

 

[Surely]

You have to speak up when you're in any store..... go up to someone and tell them you need help. Don't stand around like a.........

I always get good service in the Apple Store because I go up to the first staff member I see and ask for help. If they're busy, they call someone on their mic for me.

 

[aethelbert]

I received extremely bad service at my local store, to the point where I wrote a letter to corporate and the regional retail manager called me a week later to "apologize." Not only were they completely inattentive, but it all of a sudden became my fault when my name was removed from the service queue screen. Went to drop off my computer that day for repair, the guy took it into the back room for half an hour and afterwards came out to tell his fellow employees all about the miraculous plays of a football game being watched in the back. That followed by denying that my computer had any problem, then after I was persistent he decided that I dropped the computer. That was debunked, then the manager said that I spilled something on it and there was residue inside, but they wouldn't show me or take pictures. I called the phone support line after that fiasco and they managed to order the repair without issue.

I haven't stepped foot in any of their stores since.

 

[peapody]

Your reasoning makes zero sense. You begin by complaining that you never get any help in the store. You end with wishing they only had cash registers, which I take to mean no staff on the sales floor.

Argument fail.

Plus it seems like your "problem" could have been solved with a bit more assertiveness. If I'm a salesperson, I'm going to spend most of my time selling $1000-2000 notebooks instead of $10 iPod cases.

Okay, let me clear this up for you. I have plenty of assertiveness, but at a busy store where every staffer is already attending someone else, and with NO staffers at the cases section, what can I do? Horn in on a transaction? I have to wait my turn obviously. What kind of store/service would have me "fighting" for attention?

I said in my original post, when I got the attention of a staffer, I got the wrong staffer without the payment machine.

And, my problem as you state in the last part of your post...would be me not buying $1000-$2000 notebooks apparently.. Who has the argument fail?

 

[miles01110]

Okay, let me clear this up for you. I have plenty of assertiveness, but at a busy store where every staffer is already attending someone else, and with NO staffers at the cases section, what can I do? Horn in on a transaction? I have to wait my turn obviously. What kind of store/service would have me "fighting" for attention?

Now I'm confused. You're mad about having to wait your turn?

I said in my original post, when I got the attention of a staffer, I got the wrong staffer without the payment machine.

Then ask for them to direct you to where you can pay? Also, every Apple Store I've been in (across 3 continents) has a dedicated point of sale desk. You could wait in line there.

And, my problem as you state in the last part of your post...would be me not buying $1000-$2000 notebooks apparently.. Who has the argument fail?

I'm saying that your sense of entitlement to "better" service doesn't meet with the realities of economics. Sales people are there to sell things. If there's a choice between trying to get someone to buy a $2000 notebook vs. someone milling around the case section looking noncommittal, who would you help?

If it really bothers you that much go to Best Buy, Wal Mart, or any of the other umpteen national retailers that sell iPod accessories. Or write a letter to the manager of the store in question. Coming here seeking a pity party isn't going to help anything.

 

[peapody]

If it really bothers you that much go to Best Buy, Wal Mart, or any of the other umpteen national retailers that sell iPod accessories. Or write a letter to the manager of the store in question. Coming here seeking a pity party isn't going to help anything.

Wow...take it easy. No need to be defensive.

Already bought what I needed online, and sent in a survey to Apple. This is a community discussion board, where we discuss pretty much anything and everything, and here I am looking to see if people feel the same way I do about the apple store. Don't really need to be badgered.

 

[renewed]

I feel ya...

I understand what you mean. It seems like the stores are understaffed or the staff needs to learn time management. I see what you mean about people being checked out. I have the item in my hand and I have to walk around trying to find someone to check me out? They should have a designated area for check outs. Guess that's not hip.

 

[abijnk]

Guess that's not hip.

Most stores do. They will either have a bar up front for cash checkouts (and will also take cards, a la Santa Monica) or have a designated area to take cash customers that is almost always staffed or that you can always go to (every other Apple store I've been to is this way).

The thing that throws people about the Apple store is that it is so different from most other stores. You have to realize that and adapt accordingly. If you dislike it then just don't shop there. *shrug*

That said, I've noticed that they seem to understaff quite often. When it's busy it seems to feel like they really could use just one or two more people.

 

[happyfrappy]

CambridgeSide is the worst location I've ever had to walk into, 2007 my parents asked me to buy a new Mac while I was there(gave up due to understaffing, the purchase of the Mac was done at another Apple Store), 2008 I was about to buy a MacBook Pro to replace my aging PowerBook G4(again understaffing so I nixed plans of a new Mac for myself) and 2009 I was about to buy Snow Leopard for my parents... again so understaffed I walked upstairs to Worst Buy.

If Apple made all their stores commission based, I'm sure there would be a totally different environment. When a store has management who doesn't stress time management on less-than-interested customers, it causes real customers to go elsewhere.

Most stores do. They will either have a bar up front for cash checkouts (and will also take cards, a la Santa Monica) or have a designated area to take cash customers that is almost always staffed or that you can always go to (every other Apple store I've been to is this way).

Not all Apple Stores have a checkout bar up front/staffed, Chestnut Hill(MA) had one then they moved it into the back to create a training bar... most purchases are either with a handheld POS unit or done at the empty side of the Genius Bar. Keep in mind Chestnut Hill is more of an upscale mall, never had to wait when buying items as they have enough staff. Other Apple Stores I've been to seem to suffer sales line hell(15-20 people in line) or lack of enough sales staff(one store I was at had a Mac Genius running around with a POS unit, couldn't resist laughing at the sight!).

/not really looking forward to replacing my PowerBook G4, unnecessary travel across the city to buy a MacBook Pro...

 

[AppleLover9o]

Yea.

Went to the Arrowhead store here in Glendale, Az. Had a defective power brick w/ my Macbook, they said it was my fault, but were quick to point out they'd gladly repair my macbook case cracks for free.

Went in the following day to pick up the Mac, and ended up asking for the manager after spotting there "edit" to the doc's(crossed out the power brick replacement and said "psych".) He was quick to apologize and point out that it should've been replaced.

I win.

 

[niuniu]

It's like anything - depends where you go and who you get. The Apple store in Manchester was great, friendly staff and really helpful. Went to the Apple store in Glasgow once and had some cow. Probably on £7 an hour but was making out like she was famous. I wanted to slap her and tell her to quit waffling and stop wasting my time. I had that verified when the gf complained about her a few weeks later.

Really doubt it's an Apple thing, some places attract the occasional pretentious turd.

 

[kellen]

I find their replacement policy oddly enforced when it comes to some things, like adaptors and cosmetic issues. Plus I hate having to make an appointment for the easiest replacement. Had to make one for a headphone replacement on a brand new week old first gen iphone.

I agree with the lack of direction in the stores and the stores always seem full of people, but I can always find 3-5 employees clustered together, talking about something non work related.

 

[ucfgrad93]

I have always had great service at any Apple store that I have gone to.

 

[RawBert]

Every Apple Store I have been to, I have been treated great (Santa Monica, Beverly Center, Sherman Oaks, Glendale)
But when I bought my iPad on launch day, I felt like freaking Royalty. My wife and I were treated so well - I don't think I have ever been treated that nice in any kind of store. I know it was only because of launch day, but the Glendale store staff did a great job.

 

[iOrlando]

cant get help?

go into the store. stand by the item you want help or want to buy and then look straight up and start yelling I need help. I need help.

someone will come help you in under 15 seconds.

not sure if it would be an apple worker or security but someone will help you.

 

[aristobrat]

I hate going into my apple store. I went in twice looking to buy a case for my touch, but the case I wanted was out of my reach, there was no one to help me, when I looked for help everyone else was aiding the customers buying MBPs and iMacs, when I wanted to purchase something, I didn't attract the attention of a worker with the pay machine, so I had to wait for that person to be freed up. I leave so many times without being helped because I get fed up with waiting for service. What a fail.

/end rant.

Anyone have similar experiences? I wish they just had registers.

Guess it varies by store. The store near me almost always has one or more employees (Specialists w/ EasyPays) working in the Family Room area where the cases are.

They also always have a register open at the end of the Genius Bar, which is like 10 feet away from the cases.

Sorry you're having so many problems with your location.

What kind of store/service would have me "fighting" for attention?

When it comes to electronics, most stores require that you "fight" for attention. Even stores like Target/WalMart will lock up electronics, so you have to go find the person with the key. Best Buy can even be crazier when it comes to finding an available employee...

 

[Zombie Acorn]

Start crawling up the shelf to grab the case, someone will come help you.

 

[Lord Blackadder]

Eh, Apple stores are okay, I can't complain too much about the service. My biggest complaints are that they often act totally clueless about any Apple hardware/software that isn't fairly new, and that sometimes I've found their selection of software and accessories like cables and such to be a bit limited. But overall they are pretty good.

There is a old Authorized Apple Specialist in my hometown (Cleveland) that I prefer going to, because unlike the Apple store they will service pretty much any Mac competently, can obtain any parts you need, and also sell a variety of used/off-lease machines at fair prices. Their business dates from a time when Apple users were a smaller community and they know their stuff. Instead of a "genius" you get a technician who's been servicinig Macs for 15 years.

 

[SpaceKitty]

I had bad service at an Apple store only once. I went to buy a 2008 Mac Pro at Aspen Grove in Littleton. I stood there for over 30 minutes and not one person came over to help.It was just after 10AM and the store was packed, it was June 2, 2008. They would have made the fastest sale on a computer because I just wanted to tell them I wanted to buy it NOW. I waited so long that I just left. Went home, ate lunch and then drove up to Boulder and bought the Mac Pro up there. I was in and out in 10 minutes with it. Probably the quickest Mac Pro sale that store ever had and the other store lost out. Maybe they thought an 18 year old girl buying a $2800 computer was not going to happen.

I still go to Aspen Grove to buy stuff because I have never had that problem since.

 

[TSE]

The Mall of America Apple Store has been pretty good to me. Most of the employees have been working there for the ~5 years that I have been going there... The Genius, I think his name is Kyle, is very caring and has done a great job whenever I went there.

Of course, I haven't had a Mac for awhile so I haven't had to go.

 

[SonGoku v2.5]

I live in Philadelphia, but I travel to the King of Prussia Apple Store where I receive nothing but positive service. It's where I got my MBP actually, and I flat out told my sales rep that if it weren't for his quality, I would have just went to Delaware's Apple Store where I would have at least brought it tax free. Definitely love those guys down there, but I might end up using my local Best Buy more often as I have a Best Buy card and sometimes I simply feel like financing (no APR for up to 18 months depending on how much you spend) as opposed to paying for it outright.

 

[abijnk]

Not all Apple Stores have a checkout bar up front/staffed, Chestnut Hill(MA) had one then they moved it into the back to create a training bar... most purchases are either with a handheld POS unit or done at the empty side of the Genius Bar. Keep in mind Chestnut Hill is more of an upscale mall, never had to wait when buying items as they have enough staff. Other Apple Stores I've been to seem to suffer sales line hell(15-20 people in line) or lack of enough sales staff(one store I was at had a Mac Genius running around with a POS unit, couldn't resist laughing at the sight!).

Yeah, so that's exactly what I said.

 

[BIS2]

Love Apple, hate the stores....

In my experience, the Apple store is great if you want to get your hands on a new piece of merchandise, but it's a miserable experience for actually buying anything. I have NEVER had a good experience buying something in one of their stores. I know their whole vibe is to be folksy and hip and chat up the customers, but they need to find the line between showing off about how many songs they have on their ipod and actually selling things.

I know a reasonable amount about computers, but I'm not an expert at all. I do expect that employees in the store should be able to answer basic questions correctly, like being able to tell me the right type of adapter to buy, correct info about rebates, etc.

My biggest issue though is that when I go to the store, I know what I want to buy. I want to be able to walk in, get what I want, pay for it, and leave. I've never been able to get out of there in less than 45 minutes. They need an express lane or something for people who actually know what they want. I've been to several stores in the Boston area and it's practically impossible to buy something because even if I have the product in my hand they don't have registers so I still have to wait for a free employee to make the purchase. I love Apple to death but this really drives me insane.