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When they saw he was on the final payment screen they should have asked him to just complete it or taken back the merchandise. Calling the police was a bit unnecessary. I think someone just was on their high horse that day.
 
1. The Apple employees are actually responsible for the customers trying to pay by easypay. If some employee didn't sufficiently pay attention then it is their fault. Wouldn't look good for Apple, as Apple wants to be widely known for their great service.

2. If the easypay system was just too confusing to use for this kid (so we can assume that he has basic knowledge about technology), it may be too confusing in general. That wouldn't look good for Apple, as Apple wants to be widely known for the simplicity of their products.

3. They probably started the whole accusation thing way to rough and there is simply no way back. It's actually not okay to treat customers this way, so the kid better be some nasty shoplifter or that wouldn't look good for Apple, as Apple wants to be widely known for customer-friendly service and goodwill.

If the kid turns out to be a shoplifter, however, things would turn out greatly for Apple.
If not, Apple will be known for bad service, complicated products and bad treatment of their customers.
I'm actually really sorry for him. He is now part of Apple's marketing.

This will more than likely be settled very quietly. Perhaps a case of an over-zealous LP employee on a busy afternoon. People need to chill out.
 
A similar misunderstanding happened to me a month ago. I went to my local UK Apple store to buy an Aiport Extreme. I decided to use the app, partly as it was still a novelty, though I had used EasyPay once before, and partly because the stores staff were already assisting other customers.

I walked straight up to shelves, picked up the Aiport Express and proceeded to buy the device, including verifying my three digit credit card security code.

Having successfully purchased the device I walked toward the main doors, but judgment got the better of me and I couldn't just walk out, it didn't feel right. I remember thinking, 'this is crazy, how do they know I'm not just walking out without paying'.

So I waited another 5 minutes or so until a member of staff standing near the doors became free, I asked the guy, 'Am I ok to just walk out with this', he asked if I had already purchased it using the app, and if I wanted a bag, I said I had used the App and declined the bag, he said the app relies on trust, and that all staff can see all purchases on their iOS POS devices, he then proceeded to show me my receipt, at which point I began to do the same.

I began to think something wasn't right when I couldn't find my receipt in the receipt section of the app. The staff member couldn't find the receipt on his device either, I reiterated to him that I had made a purchase and stated that I was requested to verify my 3 digit credit card security code. The guy thought his device might have lost sync with the stores purchasing system and walked off to investigate at the back of the store. I continued looking through the app for another 30 seconds or so before checking my emails, thinking the receipt would be emailed semi instantaneously.

There it was, a receipt from the Apple Store, but crucially not from the Apple retail store.

I had mistakenly purchased from then Online Apple Store using the Apple Store App, it transpired I had not used EasyPay, meaning I very nearly walked out without paying for the device in my hands.

I needed the Airport that day so I decided to purchase again, this time using EasyPay and walked out of the store with the unit, I was red in the face with embarrassment by then. I waited for my online order to arrive before returning it to the same retail store. Even more embarrassment.

The incident was an awakening for me as to how easily the EasyPay process can be abused, and how it can be genuinely misleading for innocent customers.
 
A teenager going to the Apple store trying to buy a pair of expensive Bose headphones and accidentally "failed" the payment. Suspicious.

It's a shame people judge based on age. I'm guilty of it at times too, of course, and there are folks who give teenagers a bad name, but there are also many decent youngsters out there who would never dream of stealing. I worked my backside off as a teenager so I could proudly walk into an Apple store and buy my first MacBook a few years back.
 
I like how everyone is siding with the teenager but it definitely seems a bit suspicious. He didn't check out his order? Maybe he thought he could do it and NOT get stopped/caught and *IF* he was caught, he could blame it on the order not processing through when he thought he did. It just seems like an easy way to excuse the situation so it doesn't seem like shoplifting.

EasyPay is a bad idea, imo... sure, most people will use it fairly, but it's too much of a risk. The old fashioned way works fine - why change it to a process that could cause something like this?
 
That's awful.
I almost got in trouble once. I went into an apple store to buy an airport express and I also wanted to talk to a genius and ask about a problem I was having with my iMac at home.

I grabbed the airport express box and spoke with the genius upstairs for a while. He gave me some ideas and as I walked downstairs, the stairs lead you right to the door and I had lots going on in my head, thinking about the advice, etc etc... well, I ended up simply waling out of the store holding the airport box in my hand without realizing I had not paid for it.

When I was a block away, I freaked out and rushed back to the store, apologized and paid for it.

I'm glad nobody followed me around and arrested me on the street because I genuinely had no intent of stealing anything.

People at the store were nice, smiled and said "oh I'm glad you came back then!", so they just scanned it, swiped my card and I was relieved. Phew!
 
In this era of buying by GUI, users should be pretty well versed that it's not over until it says "PAID", "RECEIPT", etc. on the screen. Usually with that EasyPay option, you hear the email received indicator before your finger is back at your side.

Though gotta wonder if the employee that gave the bag is still working there ..
 
If Apple is going to promote the benefits of their easypay system, they should educate their customers so this obvious and predictable type of event doesn't happen again!

Do they even have some online demo or tutorial that demonstrates the whole process/transaction?

Their whole Apple Store App (including easypay) should have such a tutorial to make the App of greater use. What's the point of conducting a sale by yourself if you still need to show a receipt to a rep before walking out, and if a customer doesn't know this policy they are asking for problems.

I would use the app if I could trust it, but there are too many unknown variables that an online Demo would help explain.

At the moment, it's easier waiting for a sales rep than risking arrest.

I've heard one could use the Apple Store App to create a bto config of a computer before purchasing it, but there is no way in hell I'm pressing the "buy" button on the app to try to find that option or to understand how it might work. These are things that need training solutions. Apple's more tech savvy customers may be the only one's using the app, but there is a big difference between using an app and risking arrest or spending thousands of dollars incorrectly by accidentally purchasing the wrong configuration.

They need a demo!

This is absurd. It gives you a step-by-step walk through as you scan and pay for the item. The receipt is the last screen you see, just keep it up as you leave the store, or better yet just stop for 2 seconds and flash it to the employee at the front of the store - the greeters are usually just standing there anyways.

It is really quite simple.
 
If I was a judge, I would have a hard time convicting the defendant based on the story told. It sounds easy to make a mistake and walk out with merchandice without the intention to steal using apps like this.

Without overpowering evidence of willful intent (such as posession of a shopping bag or coat lined with aluminum foil to defeat security sensor devices) I doubt the prosecutor will take the charges to trial.
 
If Apple wants to reduce the strain on its employees by shifting customers away from them to a digital app then fair play to them, but don't then aggressively charge customers who fair to complete their purchases. If its something they 'see a lot' then perhaps this indicates that the EasyPay app is not such a hot idea, since they cannot legitimately prove intent to steal.

If iTunes gave me my download but it turned out I hadn't completed the purchase I would have a right fit if Apple accused me of stealing. User error or otherwise this has to be a problem Apple foresaw - users who think they are tech savy but perhaps aren't quite as good as they thought so get confused by the app (not that I am saying this kid isn't tech savy, just that getting confused by the app cannot be an unforeseeable event).
 
I like how everyone is siding with the teenager but it definitely seems a bit suspicious. He didn't check out his order? Maybe he thought he could do it and NOT get stopped/caught and *IF* he was caught, he could blame it on the order not processing through when he thought he did. It just seems like an easy way to excuse the situation so it doesn't seem like shoplifting.

EasyPay is a bad idea, imo... sure, most people will use it fairly, but it's too much of a risk. The old fashioned way works fine - why change it to a process that could cause something like this?

He brought in a Retina MBP to have looked at by a genius. As someone stated a page back, I doubt he's going to go through so much trouble to steal a pair of $129 headphones, when he has a $2000 laptop being looked at.

To me, the rMBP aspect is what makes me believe he is innocent.
 
I almost did the same exact thing with a Iphone screen protector a couple of months ago! Luckily I found out how to use it then I purchased it!!


This easypay is VERY confusing!!!!

I've never used the app, but there are a lot of comments like this one. It seems pretty simple to me. The app needs to be foolproof. Play a video at the beginning of the app thats manditory to watch the first time you use it. Something. Provide explicit, ON SCREEN instructions to the customer on what exactly should happen in the store environment, MAKE SURE employees know the steps, and make sure they're followed EXACTLY (you certainly do NOT go around handing out bags because you're too lazy to check the receipt). You could even set off an internal alert to employees that someone is attempting to use the app, to make sure they don't need help with it. SOMETHING.

There is NO proof here (unless there is more to this story, which I certainly hope is the case). Is it possible that the kid was stealing? Sure. But here's the thing, I don't care. It is ABSOLUTELY INEXCUSABLE for Apple to release an app like this that isn't FOOLPROOF. If they released an app that can absolutely prove attempted theft, THEY HAD NO BUSINESS RELEASING IT. If Stop & Shop can make self checkout work, then what the heck is wrong with Apple?

I love Apple, but they really need to take responsibility for their mess, and clean it up themselves. Don't be mad when your crappy process leads to problems. And CERTAINLY don't go and arrest someone that could be innocent, just because some employees ASSUME they see it happen all the time.

SMH
 
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"who pointed out to the manager that he had asked for—and received—a bag from an Apple Store employee for the headphones. When you successfully complete a transaction, the Apple Store app clearly states that, to get a bag, "just show a specialist your receipt." Shine says the Apple Store employee he spoke to didn’t ask to see his receipt"

looks like there is going to be a few job openings tomorrow in this Apple Store :D
 
What happened to giving people the benefit of the doubt? Our society has lost this.

No more innocent until proven guilty, you are just automatically assumed to be a criminal now as soon as you do almost anything.

Quite pathetic really.
 
Arriving at the store early, Shine told Macworld that he remembered that he “needed a pair of headphones, so I picked up a pair of Bose headphones that I wanted. I scanned the bar code with the Apple Store app, put my phone away, asked an employee for a bag for the headphones, went over to the Genius Bar for my appointment, and when I went to leave the store, they stopped me.”

So, you scanned them and put your phone away.

At no point you didn't even bother to think they needed to be paid for?

The app is very clear in its use, and its presentation of when you have actually bought something. There really isn't a way to mistake NOT having paid for an item using the app.

“I pulled out my iPhone, and realized it still showed the Pay Now button, and not the receipt,” Shine said. “I told them I had no intent of stealing; I’ve been in the store for an hour, and I’m still willing to purchase the headphones.”

So, you realized it when you were questioned (as you were trying to leave, without paying), but not when you were actually using the app to make a legitimate purchase? Again, the app is very clear when a transaction has been completed.

I am sure that no other alleged thief, when confronted, has ever used that excuse before. "Oh, I'm sorry, I didn't intend to steal those." Also seems funny that no part of his "defense" is that he mistakenly even tried to hit the button to pay, but missed. Never mentioned that he was rushed and simply forgot to pay for it. Just that he scanned and put his phone away (his words).

I have no idea whether or not he is guilty. He will have his day in court. To me however, his story rings as rather suspicious. He is of course innocent until proven guilty.

I personally have used easy-pay about a dozen times, not a single time was there ever a doubt in my mind whether I paid for the items or not.

I think in this instance, there were mistakes made by both parties. Not the very least was the Apple employee giving the bag without asking for a receipt. Though them giving bags away is not uncommon at all, I have seen them do it with many customers, and have in fact had them give me bags upon request without even purchasing anything.

I think personally the fact that he picked out the headphones prior to his appointment, sat there through the appointment, picked up the bag with the headphones in them (I am assuming they were in the bag, the story doesn't say for sure, but even worse IMO for him if they weren't in the bag) and just left the store without ever giving it s though that you didn't pay for them (after admitting you only scanned them and put your phone away)?

Its just not adding up for me.

I am all for him being honest, and this truly was a mistake (I dont see it that way, but thats his story).

I would also hope that people hold out on judging Apple until both stories are presented in court (should it make it that far). The easy-pay system itself works quite well (for me personally at least). I did have my reservation about it being abused, and I am sure Apple has seen its fair share of attempts at people using it as an excuse to steal. Unfortunately, those stories don't make for clicks, so blogs don't tend to post when people truly are dishonest and get caught trying to steal with easy-pay.

As for this being "bad press" for Apple, try again.
Antennagate was FAR more "damaging" in the press, and look where that got Apple.
 
What happened to giving people the benefit of the doubt? Our society has lost this.

No more innocent until proven guilty, you are just automatically assumed to be a criminal now as soon as you do almost anything.

Quite pathetic really.

Apparently our society has also lost the ability to do something as simple as follow directions to complete a purchase on their own.
 
This is exactly why I think EasyPay is a bad idea, it too easy to have major misunderstandings.

I figured an easy solution would be to just stand there and wait for him to finish the transaction.

Once paid for, let him go. No need to call the cops.
 
While this may have been user error, I feel it is quite difficult to miss the "pay now" button.

Which leads me to believe that he was "willing" to pay for the headphones, but going to try "accidentally" taking them first. Basically he would see if the employee that he asked for a bag would ask for his receipt, and when he did not he just continued on out. Win/win for him as if he did steal them he could justify his guilty conscience with technological incompetence, and if he is caught, he just claims he missed the button.

Now I don't think they should have kept him for shoplifting if he actually did go on to purchase them. But it is a difficult situation, as store employees can't really do much with shoplifters without getting sued for assault, yet their job is to prevent it. So if they let him leave the store there isn't much they can do without law enforcement around.
 
If he doesn't have a criminal record or hasn't been in trouble with the law before, I would say it was an honest mistake.

On the other hand if he has a history of shoplifting/theft then throw the book at him.

History of past criminal activity is not evidence that a person is guilty of a current crime. A person who has committed a crime is not a criminal forever. In our society, we hold that people can be redeemed and go on to be productive members of society. It's also helpful to remember that plenty of people who have never been convicted of a crime are themselves criminals.

It's not clear to me under what statute he is being prosecuted. He was stopped at the front door before committing the alleged crime and offered to complete the transaction on the spot. It's not like they raided his apartment with a warrant and found a stash of stolen goods. This is like prosecuting someone for drunk driving after you arrested them asleep in their car in the parking lot. How can you be arrested for shoplifting before you've gotten out of store any more than you can be arrested for drunk driving before you've turned the ignition?
 
Unless he entered his three-digit credit card security code, and the purchase process did not completely go through, I think the guy is full of crap and got caught stealing.

It's not as simple as the App Store on the iPhone; there's several steps that could be used to verify whether he was trying to steal or not.
 
Because he walked out of a store with an item without paying? "I forgot to use my money" never has been an excuse. Ever.

Of course, if you replace the 18-year-old man with a 65-year-old woman, this whole thing becomes a case of a silly grandma not understanding technology.

But why is it a given that the 18-year-old understands technology? Why isn't Apple being accused of profiling here? If the 65-year-old grandma says "Oh! I'm sorry! I thought I paid for it!", the Apple employee says, "It's OK, ma'am. It's a new system, and we understand that it might be a bit confusing." But the 18-year-old says the same thing and the response is, "Yeah right, kid. We're calling the cops."

What a shame...
 
I think it's a good system. However this instance, not sure what he was doing but benefit of the doubt - if he was willing to pay for it right there when confronted, they should have let him do that and continue on with his day. The police/arrest was excessive. If he gave some **** after it didn't go through or refused to pay, then you can call the police. Also, if he asked for a bag and someone gave it to him, nothing wrong with that. I've asked for a bag before. They never asked me why. Now, if he said can I get a bag for these headphones I just purchased, they dropped the ball on asking for a receipt.
 
Unless he entered his three-digit credit card security code, and the purchase process did not completely go through, I think the guy is full of crap and got caught stealing.

It's not as simple as the App Store on the iPhone; there's several steps that could be used to verify whether he was trying to steal or not.

This. I bought a pair of headphones for my stepson a week ago and used the app to make the purchase (because the place was packed and we didn't feel like waiting - go figure...). Hadn't done it before so I wasn't sure how it would play out. It was a very simple process, keying in the security code was the only thing that forced me to open my wallet and as we walked out of the store, we had what amounts to this exact conversation about how Apple knows what is stolen and what isn't.
 
let's be serious for a second...

managers keep repeating to us that we have to watch customers to prevend shoplifting, they pretend that it is part of our job and our responsibility :rolleyes:

well well, they should read again and again our contracts because nobody in the Apple Store has this kind of duty in his job description

i do acquiesce but i really don't give a **** about watch thieves

and no one can ever blame me for that

Apple can always decide to do as any store in the world, meaning putting security tags on products or hire security guards for this kind of stuff

as for the rest, i only do what is written on my contract...
 
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