Apple specialist says not to listen to Mac rumors forums

[Tsuchiya]

If the information is not on Apple.com then a Specialist can't tell you otherwise.

Simple as.

Also, hands-on time with Apple Watch has been limited to try-on appointments. Unless they have their own, don't be too surprised if there are gaps in Specialists knowledge.

 

[BradDylan]

Is that what you are told to say, or is it just that bands can't be substituted (i.e. you can't order a stainless steel watch with a pink sport band instead of the white one, you need to buy it separately)?

The sport bands are the only bands that technically match all lines as they have stainless steel pins but fluoroelastomer connections (and thus no risk of galvanic corrosion). However, Tim Cook made it a point that all the bands work with all the watches, and they sell the bands separately, so why would Apple discourage anyone from buying a second band?

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Perhaps he is misunderstanding what they are being asked to say. I doubt very seriously if I walk into a store and ask to purchase a pink sport band they'll try to talk me out of it (provided it is in stock). It's the same with the leather and metal bands. They can correctly point out that it wasn't "designed for" the Sport, might clash, eventually cause corrosion, etc. but I have a hard time believing Apple Retail leadership is really instructing people to say that the bands are not compatible.

Thank you for the reasonable and rational response.

B

 

[Shanghaichica]

Oh well I guess I'm committing blasphemy with my Milanese loop and silver sports watch #

 

[BradDylan]

Lol. I'm not being silly. You are. An Apple employee just told us upthread that Apple won't let them tell customers the bands are compatible, even though they know better. That is, by definition, requiring employees to lie to consumers.

Could that poster be lying? Of course, but I don't think he is. It's fairly standard for companies to require employees to push what's being sold, and right now only certain combos are being sold. And companies will do anything to avoid unexpected issues, such as issues with stainless and aluminum rubbing up against each other, and it's easier to say no, none of the bands are compatible if they're not sold that way, than that some are and some aren't. So maybe the motive is protecting their warranty. Or maybe it's just laziness and a lack of desire to educate the consumer. But like I said, a lie is a lie is a lie.

Thank you.

B

 

[countingtozero]

Apple employee here. The same way bands cannot be swapped for a SKU that does not exist, we can not tell you other bands work. We are not misinformed, just not able to tell you otherwise because that's what apple wants. We have to play dumb.

I don't know where you got your training from, apple specialist, but I too am a specialist. All of our training says to remind people that certain metals would clash with each other, and that we don't recommend certain bands. But people can do whatever they like. We are NEVER trained to lie to our customers. NEVER.

The only spot where I could see you might be confused is around band-swapping through the returns process. If someone wants to return a band and get another instead it has to be from a currently offered apple configuration, because you are basically returning the whole thing and buying the whole thing again, just retaining the watch unit itself and it saves apple wasting money on accepting perfectly good watches for return just to swap a band.

If you want to privately message me and direct me to which retailme training material asks us to lie to our customers that would be awesome, because I have yet to see it.

 

[anez]

I don't know where you got your training from, apple specialist, but I too am a specialist. All of our training says to remind people that certain metals would clash with each other, and that we don't recommend certain bands.

Out of interest, is there any information on what to say if the customer inquires what "clash" and "don't recommend" mean?

Basically I'd like to know if Apple advisors have been asked to inform people that there's a possibility of damage from using the SS bands on the Sport watches.

My nearest Apple store is hours away and in another country, so I can't easily ask myself.

 

[Rob198612]

So today I called in to apple with the intention to change my order. From 42mm to SS BSB to 42mm SS with link bracelet and at the same time get a green sport band for workouts. And pink sport band for my wife 38mm SS. However I was told that only the black and white sport bands will work with the SS models.

I ask Rebecca the specialist, are u sure about this? because they are people on YouTube and on this forum who are using different color sport bands with there SS models. And that I was told at the Apple Store during our try on appointment that, any color sport band would work with the SS models.

So she put me on hold to find out for sure. And came back and said yes only the black & white sport bands will work with the SS models. So then I was like what about the people who wearing the SS with different color bands? And what about Christy Turlington who switches up the different color band with her SS model?

She replied that you shouldn't believe what U see on YouTube or the Mac rumors forum. And that Christy Turlington AW band are special made for her. Are u serious? Is what I ask. She said yes sir, so I said ok I will go to the Apple Store tomorrow. And pick up a sport band, other than black or white and see if it will work and get back to u. Because I think that u are wrong. End of conversation and I hang up the phone. Anyway just wanted to let u guys know my experience today with this Apple Socalled specialist. I can't believe how misinformed some of the apple employees are when it comes on the AW.

That still makes no sense think about it like this how can a sports watch and a SS watch have the same white sports band?

All the bands work the same for every watch they only say that to upgrade you to the SS!

If the sports bands only works for the sports then when we order the bands online it will say this black sports band only works for the sports model and this black sports band only works for the SS

Get my point here?

 

[01silver4]

Well here it is, went to the Apple Store today and pick up this pink band for my wife 38mm SS AW. This is the Sport band that the Specialist say wouldn't work. My wife was thinking about returning her AW if she couldn't have this color Sport band. When I told them at the Apple Store about my experience with this specialist. About her saying only the white and black SB will work with the SS model. They look lost, and was like no thats false information. Anyway way my wife is really happy and loving her favorite color Sport band.

 

[countingtozero]

Out of interest, is there any information on what to say if the customer inquires what "clash" and "don't recommend" mean?

Basically I'd like to know if Apple advisors have been asked to inform people that there's a possibility of damage from using the SS bands on the Sport watches.

My nearest Apple store is hours away and in another country, so I can't easily ask myself.

Purely to inform them of what it would look like so as to avoid disappointment if they purchase it without realising. There's no draconian "push customers away from purchasing combinations not on offer". We are simply asked to inform them, as we try to inform them as best we can about any other purchase.

There will be no damage to your watch that we are aware of.

My colleague just recently put a blue sports band on his Apple Watch and loves it. Proudly wears it in the store. No one bats an eyelid.

 

[SinkOrSwim]

They don't know everything there is to know about the watch. Some may do. They may give you some true inputs but it really is up to you if it make sense or not.

I had to replace my iPhone 4s 3x before for several reasons. One of those reasons is the auto lock function not working. It is my third iPhone starting from the 3GS. I get a new iPhone every year. So the genius told me that it's most likely a software issue. I restarted and restored my iPhone several times in the span of one week to see if it will fix it. No. It didn't. Then I was told that it might be an app that's causing the auto lock function to not work. I told them I highly doubt it. I've also been told to always set up a new iPhone as a new device every time. I've been syncing to the same set up since the 3GS. So they replaced my iPhone 4s and no issues then. Some people that works at Apple thinks they know everything and make up stuff just to have an answer.

I'd like to think that the sport bands has a aluminum and stainless steel band locks to it depending if it's for the sport or the regular watch.

 

[Mymosa]

Believe what you hear here!

She replied that you shouldn't believe what U see on YouTube or the Mac rumors forum. ..... Anyway just wanted to let u guys know my experience today with this Apple Socalled specialist. I can't believe how misinformed some of the apple employees are when it comes on the AW.

Please do take into account some of what you hear on the forums to a certain degree. It is how I found out that the Tattoo issue was real. I spent almost 5 days, 3 escalations, and getting comped a free IPod shuffle proving to the Apple Specialists that it was my tattoo which was causing problems with my phone locking repeatedly when password is used. (I can't use Apple pay when I wear the watch on that arm. No biggie I just use my phone.).
I wouldn't have heard of it if it wasn't posted here. I have also been "educating" the in store staff to the issue and that it is real.

And the sport bands I bought have stainless steel pins.

 

[mcdj]

My wife has been saying "Don't listen to MacRumors" for 8 years.

 

[supertomtom]

Well here it is, went to the Apple Store today and pick up this pink band for my wife 38mm SS AW. This is the Sport band that the Specialist say wouldn't work. My wife was thinking about returning her AW if she couldn't have this color Sport band. When I told them at the Apple Store about my experience with this specialist. About her saying only the white and black SB will with the SS model. They look lost, and was like no thats false information. Anyway way my wife is really happy and loving her favorite color Sport band.

Glad there's a happy ending after all this. Happy wife, happy life right? or so they say...

 

[Michael CM1]

MAYBE Apple forces its employees to deny tons of things because:

1) Have you heard about the new Apple TV set coming out this fall?
2) I can't believe this. I thought Apple would stand behind its product because it's Apple. My phone bent when I sat on it. Why are you not replacing it at no cost to me? I am a customer, dammit.
3) I threw my iPhone at a mirror and some glass shattered and cut me in the face. Apple made that phone and has a ton of money. Maybe I could sue Apple.

The first one was all over the place for probably the past two years. The second one is pretty close to what I overheard another guy saying while I was getting my phone's display replaced -- I broke it, I paid for it. The third one was me having fun yet knowing that's probably happened.

I'm also sure it must be nice when you make a mistake or just do your job the way a boss tells you then the person on the other end heads online to tell a one-sided version of how awful you were! It's quite hard to give support to anything over a phone. You cannot see anything you're dealing with and must rely on others to give you answers, and these people can be wrong all the time. I once spent about half an hour telling a guy I couldn't figure out his Windows password because I was working for the Internet company, not Microsoft or his friend who set up the computer. But you can't hang up on these nuts; you gotta keep talking to them no matter how stupid they are.

I'm not implying the OP is one of those types. Sounds far from it. But first, it is a new product that she may have never seen and is just reading from a list of information handed to her. Or she could just be quite the dumb person. I work with plenty of people whom I can't believe can put pants on without "RIGHT LEG GOES IN THIS ONE" painted in neon lettering on the inside.

 

[orangecrushd]

if any of the bands were not compatible with a specific model, say leather loop with the sport model, wouldn't Apple have to put a disclaimer on the description , LL only compatible with Stainless, or LL not compatible with Sport Model? seems to me, if not compatible, Apple would have to made a note somewhere while purchasing. I have purchased a leather loop with Space Grey Sport on same order, shouldn't the order flag, or a warning Leather Loop not compatible etc. So, I wouldn't worry what a rep says, if there is an issue, Apple would be technically liable because there is not disclaimer on their website

 

[bushido]

funny when i went to the Apple Store the Genius couldnt find my error code on his big list so he went on Macrumors to look for a solution

 

[01silver4]

Glad there's a happy ending after all this. Happy wife, happy life right? or so they say...

Exactly! Has long she is happy its all good.

 

[576316]

To be honest, I don't know. Plenty of people in the store have third party bands. I have my phone jail broken.

Keep in mind, I'm just saying what we've been told. I'm not going to change what I say just because you guys say so. I only say what I'm allowed to. and in gray areas like that, we have to play dumb. I've had to tell customers there's no way to retrieve music from their iPods, even though I know there's tons of programs that do it.

Also, yes, if this was an online chat or call, to be honest those specialists have no idea what they're doing 80% of the time. They don't get anywhere near the same type of training we do in store.

My whole point of this is, we're not misinformed. Just unsure of what we can say, and to protect ourselves, end up having to just play dumb.

I generally disregard what I'm told in Apple Stores by Apple employees, mostly because 80% of the time I know that I know better, for a fact. But it does open your eyes to the fact that the employees may just be saying what they've been told to say, rather that what that individual actually knows or believes. The Apple Store can be quite a condescending experience sometimes, but Genius Bar appointments are pretty much consistently awesome!

 

[TC400]

Apple employee here. The same way bands cannot be swapped for a SKU that does not exist, we can not tell you other bands work. We are not misinformed, just not able to tell you otherwise because that's what apple wants. We have to play dumb.

I thought Apple employees weren't allowed to be on sites like this?

 

[bunnicula]

I generally disregard what I'm told in Apple Stores by Apple employees, mostly because 80% of the time I know that I know better, for a fact. But it does open your eyes to the fact that the employees may just be saying what they've been told to say, rather that what that individual actually knows or believes. The Apple Store can be quite a condescending experience sometimes, but Genius Bar appointments are pretty much consistently awesome!

I tend to disregard what Apple Online reps tell me. At least 80% of them are clueless.

Store reps vary. Some are knowledgeable, some aren't.

 

[576316]

I thought Apple employees weren't allowed to be on sites like this?

Most of them hide behind obscure usernames. Plus, Apple can't control what their employees do in their own time.

 

[MasterRyu2011]

Thats just dumb.

Not you Apple employee.....but having to say that is dumb. What purpose does it serve.

I use my green sports band with my SS all the time when I workout.

Have you worked at a call center before? You are usually graded on the quality of your calls to see if you've met a set of requirements: Did you say "I'm happy to assist you with that?" Did you ask for the customer's full name? Did you warn the customer that you will put them on hold? Did you get back to them within 3 minutes of holding time. Etc. Etc. Your manager and you will both listen to a select number of calls that you received throughout the week and they grade on these on these areas. You get docked points for not satisfying every one of these criterion.

There are many things that you cannot mention or inform the clients on. In a financial call center, some companies won't allow you to quote the price of oil if you don't have your series 7 license , although any 3rd grader can google search it. Liability is a big thing for companies, and they don't want to risk any of that. I can understand why call center reps are being told not to say certain things or not to guarantee or even remotely suggesting workarounds for various issues. If a rep did that, they would get docked points in their review. So it's not so much playing dumb; it's just them following employee guidelines and policies about being careful what they tell customers.