Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
Glad to hear that employees are staying as that's always a good thing. So if this is what she accomplished in her tenure then good on her.

However, the experience in an ARS has gone downhill quite a bit. If she gets credit for employee retention she needs some blame on this. 10 years ago I LOVED going in Apple Retail Stores. 5 years ago, not as much. Today I avoid them and actually prefer going in ASP stores instead. Heck, I've been in more Microsoft stores in the last couple of years than Apple stores.
 
Glad to hear that employees are staying as that's always a good thing. So if this is what she accomplished in her tenure then good on her.

However, the experience in an ARS has gone downhill quite a bit. If she gets credit for employee retention she needs some blame on this. 10 years ago I LOVED going in Apple Retail Stores. 5 years ago, not as much. Today I avoid them and actually prefer going in ASP stores instead. Heck, I've been in more Microsoft stores in the last couple of years than Apple stores.
The ARS around me are pretty busy most of the time. I like going into an Apple store and that hasn’t changed since the iPhone 4. Microsoft stores are trying to change but they don’t have that special feel. Ymmv though.
 
It's great to work at a store where customers have to queue in a line to even ask you a question.
Also, everything is MSRP so no pesky price matching.
If you are a retail employee, I couldn't think of a worse gig.

So you're complaining that the stores are too popular, and that they won't run things like a discount chain with coupons and other such nonsense? If you want a Best Buy experience, go to Best Buy.
[doublepost=1562779438][/doublepost]
I left Apple about the time Angela came in, was a Mac Genius from 2007-2014. I outgrew the job and needed standard hours since my wife and I wanted to have kids. I was making $44,000/year after being a Genius for 7 years, working til midnight, through weekends, over holidays -- it gets old. Some Apple Store employees have kids that are asleep before they get home, I didn't want to be that dad.

I took my Genius knowledge and became an Apple support engineer for a corporation here- 35% raise immediately with weekends off, 5 years later I'm an IT manager making low 6 figures. Employees hired back then, pre iPhone, had way more options and were of a higher caliber, most of us had degrees and specialized knowledge to use in corporate workforces. The modern Apple retail talent pool is no longer that group of employees and it's evident to me whenever I engage a Mac Genius.

So wait, you're implying that you somehow deserved more after a long tenure in retail and that your choice to have children somehow should have made them accommodate that not only with pay, but also more excitement? You worked in a store, and those jobs aren't really designed to be a career on which to raise a family anyway. If anything, I'm amazed that with the claimed degree you didn't secure a better position and salary sooner. Also, I wouldn't be so quick to look down on those retail workers who don't have degrees or seem "less talented" than you, and wonder why you even feel the need to go there with your skill set. Your post comes across very much as you saying that you were too good for the job then, and that the people there aren't good enough for you now.
 
Last edited:
  • Like
Reactions: I7guy
Visited Apple Store last week first time since October I’ve been avoiding the store now because the experience is horrible. So last week I saw the store almost empty unlike before always crowded. Got in the employee greeted me when you need anything let us know. So I said to my self this better than my previous experience. I went straight to iPhone cases looking and trying to feel and checking different colors all of the sudden another employee jump into me. Then told me that she ask me what I’m looking and that she could help me. I was right there looking for the cases I know what I’m looking for and got annoyed then left the store. It’s not the kind of store I used to enjoy visiting where nobody jumps into you. When I buy stuff from the store I tend to take my time and when I really need help I can call somebody. When I have a question or just bring the item when ready to checkout. I don’t need sales talk like going to BestBuy.

Complains about the store being too crowed and not getting help. Shows up when the store is empty and complains about getting too much help.

Pretty sure the issue isn't with the store or it's employees.
 
Well when your only qualifications are "creativity" and do you have any piercings or colored hair, yea, I'm sure employee retention went up...

Maybe they should hire people who *actually* know what the hell they are talking about instead of hipster figureheads that think that "thermal paste should be applied enough to where you see it around the heatsink when it is screwed on" or "the iPhone SE is made of inferior materials"...two different things I've heard from two different Genius Bar employees at two different Apple stores...

They're almost always nice, but I don't always feel comfortable letting them work on my Macbook...
[doublepost=1562780117][/doublepost]To add...

I think it's bad when I feel more comfortable replacing the thermal paste myself on my MBP than I do having Apple do it. I don't feel more comfortable working on my car than taking it to the mechanic because the mechanic I have is an expert with Toyotas (which is what I have) and doesn't say ridiculous things. If my mechanic said that the valve cover gasket needed so much sealant that it squirts down halfway down the side of the engine block, I'd be taking it somewhere else or doing the work myself (which I've done in the past).

A premium, "Pro" computer should get white-glove repairs by people that are paid living wages and are experts in their field. Having a choice between in-store hipsters that know nothing or depot repairs that are rushed doesn't inspire confidence. I expect better. The sad thing is that it's not much better in the PC side either, and I really do like my Mac
 
So wait, you're implying that you somehow deserved more after a long tenure in retail and that your choice to have children somehow should have made them accommodate that not only with pay, but also more excitement? You worked in a store, and those jobs aren't really designed to be a career on which to raise a family anyway. If anything, I'm amazed that with the claimed degree you didn't secure a better position and salary sooner. Also, I wouldn't be so quick to look down on those retail workers who don't have degrees or seem "less talented" than you, and wonder why you even feel the need to go there with your skill set. Your post comes across very much as you saying that you were too good for the job then, and that the people there aren't good enough for you now.

Tenure and expertise in a role should be considered if you want to retain your top talent, something Apple Retail is indifferent about. The job wasn't un-exciting, but do the same thing for 7 years and I promise you'll want a change.

Fact is, you weren't there, and you don't know me or those who have tended the bar for 7+ years. If you put in 5-10 years with a company and you're a top performer and lead your team in net promoter scores, it's not unheard of for these special folks to be rewarded with better shifts to allow for flexibility as they grow in the role and wish to have a healthy work/life balance (for many that's getting married or starting a family, for others at Apple it means traveling the world). Some store managers did this for their people, others did not - mine did not.

Your statement that a retail job isn't designed to be a career and my degree would have me consider other options is actually the insult to anyone who chooses Apple stores as their career, as my Assistant Manager former roommate did, even if I agree with you and feel people with more experience should aim higher. I graduated ahead of the greatest recession the US had ever seen to that point, so Apple was a safe bet for a 22 year old with a lot of Apple knowledge - and the stock did extremely well and allowed for downpayment on a home.

What I'm saying here is that the store has a Peter Pan issue, people get older and gain knowledge, the store stays the same -- it doesn't offer more challenges or career growth, so the best folks leave. Apple used to pay Mac Geniuses over 6 figures when the stores opened in 2001, most of them former Apple engineers, they eventually realized they could pay 1/3rd of that and the customer would be fine with it, especially as the iPhone became a hit and needed massive amounts of staff to support it.

These days, most of my corporate desktop engineers come from Apple Stores, their customer service skills are insanely good, we offer better pay/hours/benefits, and if you teach 'em a little Windows and Active Directory they're pretty much all set. Apple Retail was the graduate school I didn't have, but life is chapters - and you eventually turn the page and start the next one.
 
  • Like
Reactions: Zurkis and brentsg
What exactly is the obsession with this women? She did a lousy job and made going to an Apple store a terrible experience. So Apple moved on. Good. Now I wish she’d just stop talking about herself.
 
That's because she hired the biggest POSs I have ever encountered at Apple during her time. Apple used to have the nicest employees, but since her reign, I have seen 3 employees berate customers for simple questions. I've had one outright refuse to help me.

The culture changed from being nice and helpful, to thinking you are special because you work at Apple. What does that sound like? Oh yeah, Burberry.
 
  • Like
Reactions: jbachandouris
Why use a photo of Ahrendts with an Apple fangirl instead of, oh, I don't know, a photo of her with retail employees? I know they exist because I've seen a few of them. Not many, but a few.
 
Retention doesn't mean much if they're retaining substandard employees. In my last several visits to the Apple Store over the past three or four years, I've overheard so much incorrect product information told to customers by Apple Retail employees.

On my last visit to a store in December, a retail employee told a prospective customer who wanted to pay full price in order to get an unlocked iPhone that "Apple doesn't sell unlocked iPhones." That particular customer knew better and when he pressed the employee on it, they went to get a manager who informed the employee that they were mistaken. That said, you shouldn't be manning the iPhone tables at an Apple Store if you don't know that Apple sells unlocked iPhones when the phones are either purchased at full price or as part of Apple's iPhone Upgrade Program.
 
  • Like
Reactions: Blackstick
Retention doesn't mean much if they're retaining substandard employees. In my last several visits to the Apple Store over the past three or four years, I've overheard so much incorrect product information told to customers by Apple Retail employees.

On my last visit to a store in December, a retail employee told a prospective customer who wanted to pay full price in order to get an unlocked iPhone that "Apple doesn't sell unlocked iPhones." That particular customer knew better and when he pressed the employee on it, they went to get a manager who informed the employee that they were mistaken. That said, you shouldn't be manning the iPhone tables at an Apple Store if you don't know that Apple sells unlocked iPhones when the phones are either purchased at full price or as part of Apple's iPhone Upgrade Program.

I'm not at all surprised. I worked in the stores from 2007-2014... my last year there, there was a Family Room Specialist who badly wanted to be a Genius. He was sent to Cupertino and failed the certification exam 3 times and was sent home without his ACMT credential, as such, he was kept an FRS. No sooner did I leave and Angela get in, he's suddenly a "Genius", but one that's not allowed to work on Macs in the back. They settled, on a guy who couldn't pass a basic exam, and it's not the MCAT or LSAT, the Apple hardware/software exams are not that challenging.
 
  • Like
Reactions: kagharaht
Oh please Apple Chadstone gone downhill. Need to ask questions about iMacs. Stand in front of one for 20 minutes no one comes and asks if I need help. Stuff the queueing up to talk someone on an iPad it’s retail, not exclusive retail like Louis Vuitton.
 
Whenever she entered the stage at Apple Keynote, she looked like an insecure child who wanted to give herself an appearance of sovereignty with austerity. Always a bit too frosty. Maybe she thaws somehow elsewhere.

People who glorify themselves in podcasts or on Twitter seem to be the comedians of today. I also don't like this immature appearance of Angela Ahrendt on RBC Disruptors. The woman's not 12 anymore, and she's not over 70.
 
Last edited:
Whether employees were better off under her watch is not relevant to the broad view that the stores languished from a consumer perspective.

Bottom line is that (and this next part is important, so pay close attention), for the people who shop there, the Apple Store experience sucks compared to before she took over, and that is likely why she's gone after just 5 years.

That's not what I was saying, though. I agree - there is no link between the welfare of employees and that view you highlighted but there is one between the welfare of the employees on her watch and the general disliking of her in the Apple community (which is then linked to your point about the quality of the in-store experience). People seem to like to jump to conclusions here.

Also I do agree that the shopping experience sucks, but I think people are forgetting that some of the changes (such as the cutback of employees) actually occurred before she joined. Remember this guy?
 
Whether employees were better off under her watch is not relevant to the broad view that the stores languished from a consumer perspective.

Bottom line is that (and this next part is important, so pay close attention), for the people who shop there, the Apple Store experience sucks compared to before she took over, and that is likely why she's gone after just 5 years.
I’d like to see a citation for 1. The experience in the store went downhill and 2. Angela was gored because of 1.

I don’t agree the experience in the store has gone downhill. In the last few years I’ve had a positive experience shopping in the Apple store.
 
Makes a claim about retention rate.

Replaced by an HR person.

It is never a good sign when HR are brought in to run a unit. Usually when management have failed developing a useful staff culture, and now have a disruptive culture.
 
I joined Apple as a retail employee just before her and left while she was there. Speaking as a Canadian ex-Apple employee, benefits were great, RRSP matching, tuition reimbursement, discounts, stock purchase plans.

In terms of ability to move forward, there were next to non. You could see funding being pulled slowly, from slow or lack of promotions to Apple scrapping the training in California where every new "Genius" looked forward to. Additionally, the flow of the store was a horrible experience when they removed an efficient queue to lining up randomly around the store to be greeted for their Genius Bar appointment.

Overall, it was a great experience as someone in their young to mid 20's or in school. As for a career position, it's not something people should consider. I would not consider Angela being the reason people stayed. It's the economy, and the lower skill required to hire. We hired tons of ex-Starbucks employees. Anyone and everyone I worked with who had the ambition to grow and make more money left Apple. Also, their culture was like a cult. It was cool being a fan boy at first, it felt cringy as time passed.
 
  • Like
Reactions: kagharaht
I don't know if she deserves all the blame/criticism but to say she deserves none at all is comedy.

Apple or not, retail is still retail, no matter how much polish and chrome you throw on it.

For me, the last few visits have felt as though the customer was the last possible thing to go through anyone's mind.
 
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.