apple store training bait and switch

Discussion in 'Apple, Inc and Tech Industry' started by duck bar, May 23, 2007.

  1. duck bar macrumors newbie

    May 23, 2007
    Guilford, CT
    :confused: I purchased a MacBook Pro in the SoHo store last December with my wife (joint christmas present). At the checkout the sales person sold us a One-on-one training package for an extra $99. They told my wife and I that we could use one training package card for both of us if we showed up together for the training (perfect for us - because both of us are new-bees). We did the class together a couple of times in December together with no issues - then returned in May and were told we needed to buy another $99 card if we both wanted to sit in on a training. I bitched up a storm - but the sales guy told me "I am sorry we allowed people to take the class together before, but if you read the recept you signed (aka the fine print) it clearly says one person only". This was a pretty crappy customer service experience. We drove 90 miles into the city - so we were basicaly screwed. Anyone else have this same experience?
  2. mattscott306 macrumors 68040


    Jan 16, 2007
    Not much of a bait and switch, perhaps a poor customer service issue. It looks like you got a CS agent that didn't quite know what they were doing, and got lucky. The apple store must have caught their mistake, it's one to one training not two to one training, so thats kind of self explanatory that you'd have to pay for each persons training seperate.

    Also, welcome to MR, please try to post your threads in the forum that they should be in.
  3. duck bar thread starter macrumors newbie

    May 23, 2007
    Guilford, CT
    More info from another visit to the store...

    Yea - that's what I thought origionaly, but 3 different service people in the store told me they did accept 2 people on one card, but then changed their policy. There right to change the policy, but they should comp the folks they told 2 people could attend when they sold them the training.

    After my wife took another class at the SoHo store, the trainer told her that moving forward they are charging $99 per person for the Genius bar, and $99 per person for training if you buy a computer together with another person. That's $400 to get someone to help you if you have problems with products Apple sells you...

    Most other companies do this as "customer service" and actualy have a paid staff that will service the product they sold you. It is amazing that Apple can turn a thing that is supposed to help customers into a money making opportunity. Mac Checkout 'Person': "Yea white waspy dude tring to fly your freak flag - since you forked out all the dough on the mac notebook...can we sell you a card that lets you call us on the phone and get customer support?...Yea, Like that would be a really good thing for Bilionare Steve Jobs and the Apple botom line! ":apple:
  4. iKwick7 macrumors 65816


    Dec 29, 2004
    The Wood of Spots, NJ
    What do you mean by $99 per person at the Genius Bar?
  5. Stampyhead macrumors 68020


    Sep 3, 2004
    London, UK
    Sounsd like he's talking about ProCare.
  6. Turkish macrumors 6502

    Jan 12, 2007
    I think there's some confusion among the staff.

    I've gone in with two people before, but after the third time, they nicely asked us to purchase an additional card.

    I think the problem is they are nicely inconsistent in enforcing the "one person" rule.

    It IS for one person only... they do let that slide a couple of times normally.

    They didn't bait and switch you, they just didn't know what they were talking about when they said "both can come."
  7. FireArse macrumors 6502a

    Oct 29, 2004
    Regents Street, London

    The ProCare card got a session with a genius / media guy. I actually asked the same question you had (my brother doesn't have a card, but would find the classes useful) and was told that having another person watch/learn was OK.

    Its a surprise to hear the customer service might be better in some circumstances in the UK than the States.

  8. gkarris macrumors 604


    Dec 31, 2004
    "No escape from Reality..."
    Thanks for posting. But note that we can't do much here.

    I would voice your gripes with Apple directly. Even write Steve an e-mail directly. Steve may not read them but his office does, and they seem to address these types of issues.

Share This Page