Apple Makes Changes to 'One to One' Program

[iSee]

I can't really blame them for this change.

$99 is very cheap for this kind of service. I'd guess they lose money on it when people actually use the service. If so, they would either need to raise its price or treat it as a "loss leader" to promote sales. Taking the second option, they might not be able to make up the cost on computers sold by others (obviously, the reseller gets a cut).

Anyway, it's fair enough to let other sellers offer their own customer support options.

So, this may help lower the cost of Macs sold by resellers because Apple won't have to build the cost of supporting the one-on-one program in to the price they charge resellers for the macs they sell. (OK, OK, wishful thinking, I know.)

 

[pmpknetr21]

Record quarters
Increase in their already disgsutingly large amount of chash on hand
App Store milestons
Innovations in the 17-inch MBP
New iPhones (SUBSTANTIAL advances)
New Shuffle (big seller)
iLife improvements
New directions and plans for iPod Touch/iPhones
New verisions of Pro apps
Snow Leopard
MobileMe improvements
Billion-dollar server farm
Ranked tops in Consumer Reports
Tops AMR Research's Supply Chain Top 25 list for 2nd year (thnaks mainly to Tim Cook)
Stock soaring to 140
Continued investor confidence
Ranked #1 in customer service (again)
Experiencing among the smallesr contraction in computer sales in the entire industry (in this economy)
Apple keeps proving itself recession-proof, quarter after quarter
Developers flocking to iPhone while dumping other platforms

Yeah, Apple's really "going down the drain."

And you'd better get used to Steve being off. It doesn't really matter, anyway because Apple doesn't need Steve Jobs. We wish Steve all the best, but Apple goes on.

Nice retort. I couldn't agree more. Nor could I have put it better myself.

Thanks.

 

[iGary]

iGary- yes it has. I was a one-to-one member back when they called it "Pro Care" in the early days of the program. It encompassed all Mac software and Adobe CS. They have definitely removed a lot of services since then. They were supposed to start including Flash and Dreamweaver once they became part of Adobe, but that obviously got killed.

I'm fully aware of ProCare, and no, it never "officially" encompassed Adobe software. If the store had a person trained on one of Adobe's titles, they'll do their best to get you with that person. Trust me.

ProCare as an entire program did used to have more services before they split the program; agreed.

One-to-One, however just got better for the consumer as a program.

 

[pmpknetr21]

I am sorry but welcome to the new mission statement of Apple moving forward. They continue to stick it to the true Apple people.

Seriously? Come on, bud. No ones doin' anything like that. They simply can't accommodate the number of customers requesting service in the store and needed to make a change. That's all. Square footage is finite. Customers wanting training increases everyday.

 

[tobefirst ⚽️]

One-to-One, however just got better for the consumer as a program.

..only if that consumer purchased their computer directly from Apple, and only if they also purchased One-to-One within 14 days. Or if they were already enrolled in One-to-One.

 

[Mattie Num Nums]

Seriously? Come on, bud. No ones doin' anything like that. They simply can't accommodate the number of customers requesting service in the store and needed to make a change. That's all. Square footage is finite. Customers wanting training increases everyday.

Its easier to judge from the outside but being a previous customer and employee I have seen the changes. Im also not a sheep like most people here who would do anything Steve Jobs says. Nice guy, not god. Hate to tell you that.

 

[*LTD*]

They continue to stick it to the true Apple people.

I have no idea what that means or who those are. Are they shaped like Apples?

I've been a loyal Apple user since July, 1994.

I'm not sure if there's an exclusive "true Apple people" club, but if there is one, I think I qualify. I just don't happen to think Apple is really doing anything wrong here. More to the point, I'm just not all uncomfortable and bothered about this change. One to one isn't going away. They're growing at quite a rate and it'll more and more difficult to provide the same kind of service a smaller operation would. They'll still be miles ahead of MS and the junk-box makers, but that isn't saying a whole lot, anyway.

Can you show me your "true Apple people" card? Does it have a hologram on it, too? Can you collect points on it? I'd love to collect points on it. Maybe put them toward a pony. I'd like a pony. I'd put an Apple sticker on it and then ride it to the "true apple people" meetings.

 

[pmpknetr21]

How ridiculous. Oh well. The one-to-one program has been stripped down from what it used to be anyway. It used to offer lots of training on Adobe software as well. I think it'll go away eventually.

I'm sorry, if you buy a Mac anywhere, you should be able to participate.

Adobe was never OFFICIALLY part of the program. Neither were any third party apps for that matter. It was always Apple software.

However, if the store employed Creatives that were familiar with Adobe software or any other 3rd party apps, they were more than willing to help you. My friend gets taught on Photoshop every week at his local store, but with the understanding that it's not officially supported by Apple. If he chooses to go to a different store and get Adobe training and they don't have anyone versed in it, he can't be upset.

One more thing: One to One is never going away. It'll only expand as new Apple stores are built with more square footage and old stores are remodeled to resemble the new ones.

 

[iGary]

..only if that consumer purchased their computer directly from Apple, and only if they also purchased One-to-One within 14 days. Or if they were already enrolled in One-to-One.

Well that's exactly what Apple wants, I suppose - people buying computers from them. They're in better control of the experience that way.

I'm not saying the new One-to-One is end-all-be-all. I just don't see it as a downgrade from the previous iteration.

 

[pmpknetr21]

You're fanboyism is so hilarious. You obviously are so blind by the wonders of Steve Jobs and Apple that you are failing to read between the lines. Apple as a culture has turned its back on its long time supporters and in turn is really changing there overall culture. The thing that made Apple so "different" is now turning them into a Hippy Wearing version of Microsoft. All you people that bash Microsoft I hate to tell you if Apple was as big as Microsoft they would be worse. Apple is the true definition of Big Brother. I love there products, I hate there new culture.

You're inability to see that LTD was solely proving that Apple is still a force to be reckoned with- with or without Steve - is hilarious. The sole point of the post is that Apple is doing very well right now. Sales are holding relatuvely steady in a dead economy and Apple has some of the best in the market.

Get over yourself, cousin. No fanboyism here. Just a great reply by LTD showing that Apple is doing well.

 

[MagnusVonMagnum]

Yeah, this is actually a big reduction in the service, but the response from the public was overwhelming, and Apple couldn't keep up.

It used to be a part of ProCare before the popularity made it split into ProCare (express instore Genius Bar service and faster repair turnaround) and 1-to-1. Now, 1-to-1 is even getting too big for Apple to contain it in the stores.

Bad news for some, but indicative of good news for Apple.

So instead of EXPANDING a business practice (if there aren't enough people working to keep up you ADD more employees!) that seems to be working and increasing jobs and helping both themselves and the economy, they choose to scale back support and thus discourage sales from retailers like Best Buy (and thus overall sales since Apple stores aren't everywhere like Best Buy is; my nearest Apple Store is at least 60 miles away). Good decision Apple!

 

[pmpknetr21]

Obama only gives (throws away) billions of (tax payer) dollars to failing companies that supported his campaign.



As a former Genius I can tell you that we were extremely critical with Third Party providers and most of the time told a customer if a 3rd party provider fixed it to go back. This was pretty much company wide to.

As for new customer initiation dealers are independently owned. The thing with Apple is they are either going to sell Apple computers to everyone, or they are going to shut down all there third party providers and just have Apple Stores. Like I said this is just the beginning of the end for places like Mac Mall and the sorts.

Bullsh*t. As a former Genius, you clearly had no idea what Apple's culture was all about. Never has Apple tried to convince customers to take Apple products back to the manufacturer instead of servicing it themselves. I have first hand knowledge (multiple friends that have worked for Apple for years) and experience (Mac user and regular at my local Apple store) that Apple does the best they can to provide great experiences for all customers, regardless of where the product was purchased.

 

[Primejimbo]

Well not everyone who buys a Mac knows how to transfer all of their stuff and set everything up. Everytime I walk into an Apple Store and I see those who are getting 1 to 1 help, it's always "older" people (30+ usually)

Haa Haa thanks for making me feel old
I feel this is a bad idea. Some people do want to try themselves first to see what they know or learn on their own. So a new person who wants to do this and a month later they are SOL? That's not right. If they want to set a time table when you can book this, how about a year after they purchase a Mac? This way it would be the same as the warranty.

 

[expergo]

So instead of EXPANDING a business practice (if there aren't enough people working to keep up you ADD more employees!) that seems to be working and increasing jobs and helping both themselves and the economy, they choose to scale back support and thus discourage sales from retailers like Best Buy (and thus overall sales since Apple stores aren't everywhere like Best Buy is; my nearest Apple Store is at least 60 miles away). Good decision Apple!

If your nearest Apple Store is 60 miles away then you probably wouldn't buy 1to1 anyways.

 

[paulypants]

Ok

Its easier to judge from the outside but being a previous customer and employee I have seen the changes. Im also not a sheep like most people here who would do anything Steve Jobs says. Nice guy, not god. Hate to tell you that.

I haven't left a comment in a long long time, due to the fact that I couldn't because I was employed as a Genius at an Apple Store until a couple weeks ago. I was with Apple 2005-2009, Genius the entire time. I can tell you that there are many reasons for this decision, #1 being physical space, next being appointment availability and staffing. This is something that I as a Genius and many others in my store were clamoring for - for months. Glad they made it, too bad i quit before it happened, not that it would have made much of a difference in my leaving anyway.

 

[iKrl]

Other countries!!!???

What'll happen to those countries that don't have an apple store but will get one...no one to one!!!

 

[KiraDouji]

Haa Haa thanks for making me feel old
I feel this is a bad idea. Some people do want to try themselves first to see what they know or learn on their own. So a new person who wants to do this and a month later they are SOL? That's not right. If they want to set a time table when you can book this, how about a year after they purchase a Mac? This way it would be the same as the warranty.

Why does everyone seem to think that after 14 days you're now SOL? What? Have you never been to an Apple store? Given the time, any employee there is going to answer your questions to their fullest capability. Can't figure out how to get your files transfered? Grab a notebook and ask anyone in a neon colored shirt in an apple store. I'm sorry, "One to One" isn't the only solution, it's just the PERSONAL TRAINING one. If you just need help setting up your computer, there's plenty of people to ask in store and Google. It amazes me how many people complain and complain but never choose to think for themselves.

It's not that difficult. Really.

 

[Michael73]

It's not retroactive. That I know for sure.

OK, so I'm a bit confused. Does this mean that I can still buy it since I bought a MBP in April, and had my original quad core MP bought in April 2006 replaced by Apple Customer Relations in February 2008? Also, since I have 2 machines does this mean I can buy 2 years (or more) worth of 1:1?

I'm convinced there's about a million shortcuts and tricks just with the OS that I don't know of not to mention iLife apps and iWork apps.

 

[tobefirst ⚽️]

I just don't see it as a downgrade from the previous iteration.

You're right, iGary, it's not, as long as you're eligible. I don't think anyone would argue with that. I certainly wouldn't.

 

[leekohler]

I'm fully aware of ProCare, and no, it never "officially" encompassed Adobe software. If the store had a person trained on one of Adobe's titles, they'll do their best to get you with that person. Trust me.

ProCare as an entire program did used to have more services before they split the program; agreed.

Well- scheduled Adobe classes were included on the Michigan Ave store website as well as their brochures. I'm not sure how much more official it gets. I went to full on classes for InDesign and Photoshop at the Michigan Ave store. When they stopped doing that, I dropped my membership.

 

[aristobrat]

So instead of EXPANDING a business practice (if there aren't enough people working to keep up you ADD more employees!) that seems to be working and increasing jobs and helping both themselves and the economy,

Have you read the posts in the thread pointing out that employee staffing isn't the issue?

Well- scheduled Adobe classes were included on the Michigan Ave store website as well as their brochures. I'm not sure how much more official it gets. I went to full on classes for InDesign and Photoshop at the Michigan Ave store. When they stopped doing that, I dropped my membership.

Flagship stores, like Michigan Ave, may have been able to set their own individual policies like Adobe training, but that definitely wasn't an Apple Retail standard.

 

[benpatient]

it just works.


wait. why would a service that's 100 bucks a year be so popular if the above statement were true?

I go into an apple store and half the time end up answering a question for someone waiting in line to be helped by a "genius" because they didn't call ahead to reserve a time. it's not rocket science.

 

[leekohler]

Flagship stores, like Michigan Ave, may have been able to set their own individual policies like Adobe training, but that definitely wasn't an Apple Retail standard.

You're probably right. However, this is still a stupid policy restriction.

 

[skellener]

I am trying to order a refurbished iMac for my Mom. I can't find One to One anywhere on the Online Apple Store for purchase with it.

 

[clonenode]

This is a horrible change of policy. You can only order it at time of purchase? So if I decide I want or need to learn more after I've gotten used to my Mac for a month, or a year, I'm out of luck? What if I suddenly decide I need to use Pages because Word has failed me once again? No help. Or Garage Band because my kid has taken up an instrument? Or iMovie because I got a digital camcorder? This is an absolutely idiotic change in policy. Idiotic.

If it's a matter of the program being too popular, then charge new buyers the $99 and charge others $129 or something. Who shuts off a program because too many people like it. Did you want them to hate it?

If it's costing you money, raise the price to a rate you can make money at. Or charge by session after the first year. Or use whatever pricing scheme the geniuses at marketing and finance come up with.

But don't tell your loyal customers, "Sorry, sucks to be you, but you aren't new enough for us to care about anymore, and besides, you should have had the foresight to sign up when you first bought from us because you surely had an extra $99 lying around after buying your new computer at our store."

This is a decision left over from the Gil Amelio days. Oh Apple, Apple, Apple! Someone in customer relations needs a refresher course. What chapter covers taking away popular programs from your customers again? The one on Alienating Your Clients?

This is not a "change in policy", it is a change to a product. It is meant to drive people to purchase their Mac at an Apple Store, which is the only place one can get this service. All of you iLife apps will still be on your Mac AND you can alwys use the FREE in store workshops to lean more about them. BUT, if you think you may want one-to-one, personal instruction, then you need to buy it at the time of purchase of a new Mac. Simple.

Apple can make it work any way they want. It is THEIR product.