Apple Previews New Store With Combined Genius Bar and Pickup Spot

[IceCool]

What's old is new again. This looks like a modern rendition of what the Apple Store near me used to look like back in 2010 and I'm here for it.

 

[casjohnr]

Considering for pick up all the Apple employee does is scan your QR code on their iPhone / iPad surely they could allow you to scan the same QR code on any of the display units in the store and then that would notify the staff 'X is stood at iPhone Y picking up Item Z!'

 

[minik]

The process of retrieving an item from an Apple Store can be highly perplexing.

Upon arrival, customers are prompted to check in at the front. Afterward, they are randomly directed to a table. Standing there, feeling uncertain, you are approached by an individual who inquires, “May I assist you? I see you have been standing here for a while.” It is important to note that I was standing there because I had assumed that after the initial check-in and being directed to stand by a table, someone in the back would retrieve my item.

After re-checking in with this individual and further waiting, the item is finally brought out. This entire process can take anywhere from 30 to 45 minutes, leaving customers bewildered by the unnecessary complexity.

Retrieving an item from repair or pick up an online order?

It never took this long for me from walking into and leaving the store. If it's a pick up an online order, there is a dedicated marked table with staff.

 

[AppleTO]

At my local stores all the Genius Bars were removed. Are they back now? I haven't gone in a while because it's always a miserable experience trying to figure out what is happening, where to go, who to talk to, etc. Likely the worst experience of any retail store I've ever gone to.

 

[MNWildFan]

I still find the Apple store concept strange how there's no obvious sales counter to go to if you need help. On one hand I understand the idealistic "just find an Apple store employee and they will help" concept, but when it's busy, you walk in and have no idea where to go or what to do. When that happens (which isn't often), it's frustrating as heck.

Yup, and the problem is, pretty much every time you go there it's insanely busy

I mean, I appreciate the fact that they make you select a time window for when you do go to pick up a product you opted to do in-store pickup for, but that doesn't really help if you somehow still have to wait around for an employee

I sure hope this new store design fixes that, and I have to say, it's long overdue

 

[aParkerMusic]

Because a register with a dedicated staff member doesn't look cool. It is a tried and true method of processing sales in many countries but Tim insists on being different ... hence the ClusterF***k at Apple stores. Fortunately no beer companies have hired Tim to organize piss-ups in their breweries.

I feel like this misses the entire point. Sure, there are scenarios in which someone might just want to wait on a line to make a simple, straightforward purchase (like a cable or something). But if someone is coming in to get help in figuring out which iPad they want, why would they want to stand in a line and then finally get a salesperson at a counter, to then spend anywhere form 15-30 minutes discussing the different options? Doesn’t it actually make more sense to have someone wait at a table of iPads and use them and start to see the differences between the models until a salesperson is available to help them?

Lines are not the right solution for all transactions. Not sure why people don’t get this.

 

[goonie4life9]

Wow, it’s only January 16th and Apple has just released a THIRD, ALL NEW product that is exclusively available in their ALL NEW store! Tim wasn’t kidding when he said how strong the pipeline is!

 

[Junior117]

Isn't this what they originally had, only the pickup location was on the left inside of the right side? Because I clearly remembered my local Apple Store being like this before they overhauled the design the first time.

But maybe I'm misremembering entirely...

 

[platinumaqua]

I will only go to an Apple Store if I have to. It is like a zoo and no one knows what they are doing. Took me 20 mins just for someone to help me get an iPad last month. I should've just done it online.

Adding on to this as I had a similar experience. There were a bunch of sales associates doing idle chat, and when I asked one of them about buying an iPad, they said they couldn't help and need to get someone else. That took a long time and then the person who finally helped had to go through the upsell spiel like a shady car dealership before I can get to paying for the iPad.

 

[szw-mapple fan]

The process of retrieving an item from an Apple Store can be highly perplexing.

Upon arrival, customers are prompted to check in at the front. Afterward, they are randomly directed to a table. Standing there, feeling uncertain, you are approached by an individual who inquires, “May I assist you? I see you have been standing here for a while.” It is important to note that I was standing there because I had assumed that after the initial check-in and being directed to stand by a table, someone in the back would retrieve my item.

After re-checking in with this individual and further waiting, the item is finally brought out. This entire process can take anywhere from 30 to 45 minutes, leaving customers bewildered by the unnecessary complexity.

I think it’s highly dependent on the store. My local one has a table that people line up at to pickup their purchases.

 

[StuBeck]

I feel like this misses the entire point. Sure, there are scenarios in which someone might just want to wait on a line to make a simple, straightforward purchase (like a cable or something). But if someone is coming in to get help in figuring out which iPad they want, why would they want to stand in a line and then finally get a salesperson at a counter, to then spend anywhere form 15-30 minutes discussing the different options? Doesn’t it actually make more sense to have someone wait at a table of iPads and use them and start to see the differences between the models until a salesperson is available to help them?

Lines are not the right solution for all transactions. Not sure why people don’t get this.

Most stores have figured this out by having sales people roam the floor for those wanting assistance, and having a dedicated space for sales transactions.

No one is asking for the requirement that you stand in line to be able to look at a product.

 

[dannyyankou]

The Apple store is the very worst consumer experience if you just want to BUY something. As said above, you are told to stand by a table and then wait. FOREVER. I did it once.

Now they bring me stuff in 2 hours for $8, which is less time and $$ than subwaying down to Lincoln Center and back and fiddle-farging around at the Apple Store.

I really don’t understand the store as a store. It’s an experience place. Got an afternoon free? Go to the Apple Store.

For the most part, this is true. But if they have something on the shelf and they don’t need to go to the stockroom to get it, I just use self checkout on the Apple Store app. But lately, it’s been harder to find stuff out on the shelf that they have in stock. Like a few weeks ago, there was a Milanese loop size I was looking for that the website said was in stock, but I had to wait for someone to get it from the back.

 

[NT1440]

Can? You mean will have to wait for pickup until all the people in front of them who need support have been taken care of?

What problem is this solving, exactly?

Why do you think a store that is always brimming with associates aren’t going to be triaging the line? Support, continue to wait here. Pickup, let me look you up, oh okay, I’ll be back in a minute with your items.

Not really a hard thing to figure out…

 

[v0lume4]

The removal of the Genius Bar years ago was one of the worst decisions ever made for Apple Stores. It is an absolute mess going to purchase things at the store in the modern day. There’s no order to things.

“Hey, I’d like to buy an iPhone, here’s my money.”

“Cool, go stand over there by the Apple TV section someone will come find you shortly.”

All the while some guy is screaming in the background giving a GarageBand presentation on the floor to ceiling screen to an audience of one.

It’s a mess. I’m so thankful to see this change and I hope we see more of it.

 

[v0lume4]

Reading some other replies, I feel vindicated in seeing I’m not the only one with these experiences.

I recently bought an iPhone (walk in customer) and was sent a feedback survey afterwards. I expressed all of this frustration with the current Apple Store concept in my survey. I hope Apple is hearing us. Seems like maybe they are.

 

[Expos of 1969]

Every Apple Store I've visited for purchasing Apple products, or just to ask simple questions, has been an outstanding experience. Service is quick and efficient. And all of the employees are friendly and can answer any questions.

I remember the Jobs days when you'd have to wait in a line to do anything - yuck. How it's currently organized is far better.

But are all the one billion+ active Apple customers getting the same outstanding experience?

 

[Coffee50]

But are all the one billion+ active Apple customers getting the same outstanding experience?

Eh, I think it definitely varies. I've had some quick, great experiences...and some "not so quick great experiences".

Most of the time (in retail), people tend to list unpleasant experiences. And people certainly don't take to complain or talk about uneventful / normal experiences. Not excellent or horrible...just normal.

Plus, there's too many factors involved in how smooth an experience is going to be. Including individual employee performances, the type of item being purchased, time of day, etc.

Going to a small store, on a weekday morning (which I've done) is vastly different than going to a flagship store on a weekend afternoon (which I've also done).

Hopefully this change helps to streamline things...but even then, there will always be different experiences for people.

Apple Stores are like Starbucks...depending on which ones you go to...experiences can be all over the map.

 

[citysnaps]

But are all the one billion+ active Apple customers getting the same outstanding experience?

No idea, perhaps you can do a survey if you're really that interested?

What matters to me are *my experiences* whenever I visit an Apple Store. So far they have *always* been stellar.

 

[aries81]

No idea what it’s like in other cities/countries, but both the Apple stores in my town are well staffed and conveniently run. There are always two to three staff members at the door greeting you and making sure you’re looked after.

 

[T Coma]

Wow - Hefei! I haven't been there for a while, but I remember there were *two* items listed in the visitors' guide. It went something like...
"1 - Climb the venerable 1000 mountain steps to gaze upon the view of the highly mounted television antenna!
2 - Please visit to the lovely attraction of the famous walking street!"
I never visited either. The descriptions were too overwhelming.

And now they have an Apple store. Good on you Hefei!

 

[SeaFox]

Can? You mean will have to wait for pickup until all the people in front of them who need support have been taken care of?

What problem is this solving, exactly?

The problem of Apple wanting to have one employee do the jobs of two, and it being difficult when the pickup area and genius bar are separate places. It's just a labor-saving move. Genius Bar employees now get to double as general customer service.

 

[roguemountain]

Back when I used to work at an Apple Store, we specifically never wanted to do that to avoid having people excited to get their new device within earshot of people angry because they would have to pay 800$ after dropping wine on their keyboard (or anything else upsetting). So what changed?

 

[MakaniKai]

My store has had the pickup at the genius bar for at least a year now. You can't just go to anyone though, there's a person who sits at the far left side of the genius bar and processes pickups. It sometimes forms a line. It's also the spot where they install screen protectors.

 

[svish]

Good to see more Apple stores opening up. Nice to see photos of the new store. Prefer the individual stores than the ones in malls.

 

[SanderEvers]

Because a register with a dedicated staff member doesn't look cool. It is a tried and true method of processing sales in many countries but Tim insists on being different ... hence the ClusterF***k at Apple stores. Fortunately no beer companies have hired Tim to organize piss-ups in their breweries.

The reason the stores don't have a normal cash register is because they are not meant to be seen as a store. That was the whole idea of Steve Jobs. According to him the Apple Store as supposed to be a community space where you do your Apple thing. Like demonstatrations, information, etc. the whole idea of having to purchase something was only secondary to him.

And the pickup spots - which are very similar to a cash register - is actually something that has been happening only recently. At least here in the Netherlands.