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Apple Store Worker Says Staff Routinely Get Death Threats From Customers
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For years Apple could coast. Mac OS X trounced Windows technically, for years the MacBook Pro shamed the high-end Windows machines. The iPhone was great, the iPad created a whole new class of product.
But now it's time to think platform agnostic and forget any fanboy 'Apple love' you built up over 5, 10, 20, 30 or whatever years as Apple's getting worse and worse.
Windows 10 is bearable. Ubuntu is now very pleasant to use. Dell's XPS range is, OS choice aside, just plain better than Apples' offerings. There are plenty of great Xeon workstations, Apple gives you a crazily overpriced trashcan and doesn't update it. Apple stores are just McRetail. Why are we surprised that it sucks to work there?
But now it's time to think platform agnostic and forget any fanboy 'Apple love' you built up over 5, 10, 20, 30 or whatever years as Apple's getting worse and worse.
Windows 10 is bearable. Ubuntu is now very pleasant to use. Dell's XPS range is, OS choice aside, just plain better than Apples' offerings. There are plenty of great Xeon workstations, Apple gives you a crazily overpriced trashcan and doesn't update it. Apple stores are just McRetail. Why are we surprised that it sucks to work there?
Since you bring it up... At the very worst time, the suicide rate at Foxconn was lower than the rate of murdered retail employees in the USA. The suicide nets actually _work_. San Francisco with 1200 or so people jumping off the Golden Gate bridge has consistently refused to install them, even though they are proven to work. That's hundreds of avoidable deaths.
Apple should start thinking about making apps for other people's hardware to protect their ecosystem revenue. I was recently in the market for a PC and bought an ASUS Zen all in one that smokes a Mac, looks like it too. Windows 10 is just fine.
Nicely formatted reply, but still wrong as pointed out previously. The former employee responded directly to the question about taking a selfie wearing your Apple shirt. The actual response was:
The reply to the Samsung thing was:
Lions, and tigers and bears, oh my!
This doesn't surprise me at all. I think, however, that the UK Apple Stores are managed much more differently to those in the US. So if US (ex)-employees are scratching their heads about this, it's just because things are different here.
It is my personal view, from being an observant customer, that Apple Retail UK follows a more traditional UK view to selling. This is combined with the stuff that Apple can dictate, stuff that makes the Apple Store the Apple Store, together they make for quite an interesting sight. You have the outward appearance of a fresh, customer-centric position, but look inwardly and you'll see stuff like...
Sales targets must be met.
Customer returns must be kept below a certain figure.
It is bad for us if we replace outside of warranty.
Let's do anything we can to avoid breaching a target on XYZ.
Now, worse of all, this sheds light on the poor position of the employees. There's minimal climbing of the ladder. Those that know products inside out aren't getting recognition and instead Apple hires externally, from places with notoriously poor customer service. I have experienced this before. A genius attempting to be helpful, gets strong-armed by internal policies, says there is nothing he can do, gets the manager, the manager knows nothing about Apple's products and actively lies to the customer - because that's what they were used to at their old store.
Apple's customer-centric image of its retail stores is being mudded by middle - and top - managers who work to the more traditional, targets-first way of selling. I'm shocked that Angela has not done more to resolve this.
Basically, remember that time Apple hired John Browett and everyone hated it? Yeah, for some reason the policies of his kind are still present at Apple UK.
It is my personal view, from being an observant customer, that Apple Retail UK follows a more traditional UK view to selling. This is combined with the stuff that Apple can dictate, stuff that makes the Apple Store the Apple Store, together they make for quite an interesting sight. You have the outward appearance of a fresh, customer-centric position, but look inwardly and you'll see stuff like...
Sales targets must be met.
Customer returns must be kept below a certain figure.
It is bad for us if we replace outside of warranty.
Let's do anything we can to avoid breaching a target on XYZ.
Now, worse of all, this sheds light on the poor position of the employees. There's minimal climbing of the ladder. Those that know products inside out aren't getting recognition and instead Apple hires externally, from places with notoriously poor customer service. I have experienced this before. A genius attempting to be helpful, gets strong-armed by internal policies, says there is nothing he can do, gets the manager, the manager knows nothing about Apple's products and actively lies to the customer - because that's what they were used to at their old store.
Apple's customer-centric image of its retail stores is being mudded by middle - and top - managers who work to the more traditional, targets-first way of selling. I'm shocked that Angela has not done more to resolve this.
Basically, remember that time Apple hired John Browett and everyone hated it? Yeah, for some reason the policies of his kind are still present at Apple UK.
I don't understand why this article is shocking?
For each retail vacancy there are 100 applicants at least, so yeah, minimum wage
Apple wants to personalize your purchase
Apple wants to upgrade as much as possible during your purchase
There's a very strong Apple culture
...shocking
about internal promoting:
I think the retail dept. has a very flat structure. There's nothing wrong with that. You would like to have some HR c**t inventing a ladder with some names to make you feel better? But I certainly don't believe there's no internal promoting going on. But surely this depends on competences and skills not on years of experience.
For each retail vacancy there are 100 applicants at least, so yeah, minimum wage
Apple wants to personalize your purchase
Apple wants to upgrade as much as possible during your purchase
There's a very strong Apple culture
...shocking
about internal promoting:
I think the retail dept. has a very flat structure. There's nothing wrong with that. You would like to have some HR c**t inventing a ladder with some names to make you feel better? But I certainly don't believe there's no internal promoting going on. But surely this depends on competences and skills not on years of experience.
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Exactly. A few years back I'd looked at the Windows market and think, 'What's this crap?' Now I think, 'Wow, this is really what I should buy next!'
What a well though out response to my lame one. Kudos!
I humbly bow down to you my friend.
Well come on. If you can be paid more but you are not willing to step up the ladder just because "you have to handle angry customers" at the bar, well you want a easy cozy life. And easy and cozy isnt paid much. Sorry for all the people you can argue what apple should do and whatever this is the real world.
And if there are no bonuses for sales? Who cares. If the company policy is to not pressure customers into buying that stuff and to learn them into the ecosystem that they want the devices out of their decision those are better sales and customers for Apple.
If you want to get bonuses, dont work at the apple retail store.
And if there are no bonuses for sales? Who cares. If the company policy is to not pressure customers into buying that stuff and to learn them into the ecosystem that they want the devices out of their decision those are better sales and customers for Apple.
If you want to get bonuses, dont work at the apple retail store.
I'd argue that the problem with Apple isn't that they've gotten worse over the years. It's that everyone else has gotten better, and their products don't shine quite so brightly in comparison anymore.
Yeah, the repeated questions about cults and cultism, as well as the dumb Maoist question, really show how the interviewer was spinning this. More of the same old blah blah blah about Apple. Unfortunately MR didn't apply much critical reasoning in summarizing the article here and pretty much just repeated the headline bullet points.
Agree with you here. Switching to commission would change the atmosphere completely, and in my opinion for the negative. And i likewise think that you can't really criticize how much the pay per hour. I'm sure its in line with other retail jobs... very few of which pay very well.
The one issue i have a problem with, as you said, is promotion from within. I can't think of any good reason to not promote from within.
Im glad their salaries aren't commission based. I prefer the relaxed sales floor vibe rather than it feeling like you're in a room full of sharks...Guitar center or a car dealership anyone?
Not to mention having products with higher margins being pushed on you...like a higher spec machine that you may not need.
Not to mention having products with higher margins being pushed on you...like a higher spec machine that you may not need.
I really feel bad for these sales men and women. It's NOT their fault, but rather the company that they work for. In the end, it's a sales job and one should only be doing it for a short period of time - to gain the experience(s) and move on to better things..... whatever that it. This reminds me of when I USED to work for J.Crew. Oh boy 
.... for extra $$$. They wanted their sales associates to dress perfectly, really really catered to the customer needs (dealing with a bunch of people who DO NOT know what the heck they want), paid attention to ALL of the customers in your area, SELL SELL and SELL, draw the customers in (lying to add more to the sale), on your feet for 7 hours, two 1/2 hour breaks, and at the same time, fold clothes perfectly and hop on/off the cash register...... sometimes assist with the stockroom after the store closes. All of this for $9.25, 50% off and 20% off clearance, and zero health benefits AND no paid vacations. WTF!? It was certainly a learning experience.
.... for extra $$$. They wanted their sales associates to dress perfectly, really really catered to the customer needs (dealing with a bunch of people who DO NOT know what the heck they want), paid attention to ALL of the customers in your area, SELL SELL and SELL, draw the customers in (lying to add more to the sale), on your feet for 7 hours, two 1/2 hour breaks, and at the same time, fold clothes perfectly and hop on/off the cash register...... sometimes assist with the stockroom after the store closes. All of this for $9.25, 50% off and 20% off clearance, and zero health benefits AND no paid vacations. WTF!? It was certainly a learning experience.Working at the bottom of the food chain for multi-billion $ corporations always sucks. Without exception.
After reading Business Insider interview, I would have to say that these apple employees (UK or USA..or anywhere) would need to step up and get another job. If they don't like the job for whatever reason, they need to leave. Sure...customers will be complaining and making death threats (which isn't necessary..and can be arrested), but that's customer service. You gotta deal with it. If they say they can't find another job (which is cop out comment..because anyone can get a job..if you apply yourself with proper education), then something is wrong with them.
In the interview, when this guy stated that some of the customers that he dealt with told him that he should be fired for not knowing something or being called lazy blah blah blah....it is extreme and unnecessary; however, these staff are expected to have knowledge in their products....not just sit around by the table and say HI.
When I go to Apple store, they asked me if I needed anything. I asked them about computers...they said, "if it works, it works" or "I don't know...maybe you should buy it and try it out."
I can understand from customers' perspective as well. Apple should NOT hire limited knowledge employees.
I rather apple pay 2 dollars more with above average knowledge.
UPDATE: I'm glad that he told us about annual report in regards to apple care and one-to-one part.
In the interview, when this guy stated that some of the customers that he dealt with told him that he should be fired for not knowing something or being called lazy blah blah blah....it is extreme and unnecessary; however, these staff are expected to have knowledge in their products....not just sit around by the table and say HI.
When I go to Apple store, they asked me if I needed anything. I asked them about computers...they said, "if it works, it works" or "I don't know...maybe you should buy it and try it out."
I can understand from customers' perspective as well. Apple should NOT hire limited knowledge employees.
I rather apple pay 2 dollars more with above average knowledge.
UPDATE: I'm glad that he told us about annual report in regards to apple care and one-to-one part.
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I worked as a Genius from 2008 through 2014, a lot of this article is true... but not all. There's no direct access to executives or any "names" to speak of, matter of fact, there's no indirect access either.
Managers are rarely, if ever, promoted from within. My roommate went from a floor specialist to an assistant store manager... over the course of four years. That was the extent of it, plenty of people tried to ascend into leadership - it was almost unheard of. By the way, my former roommate remains an Assistant Store Manager after 5 years in that position and almost 9 in the store... don't know how he puts up with it.
The sad truth is, someone with a year's experience at the Gap as a manager is more managerial to Apple leaders than someone with 7 years experience on the Apple sales floor.
I loved the team I worked with, the products and a few of my managers. I ultimately left because my wife and I wanted to start a family, and dad's can't come home to their sleeping baby after a 2 to 11PM shift. I moved into corporate IT, I earn three times what I earned as a Genius and already have 8 people reporting to me. Apple is a stepping stone in my eyes - as far as retail is concerned.
Managers are rarely, if ever, promoted from within. My roommate went from a floor specialist to an assistant store manager... over the course of four years. That was the extent of it, plenty of people tried to ascend into leadership - it was almost unheard of. By the way, my former roommate remains an Assistant Store Manager after 5 years in that position and almost 9 in the store... don't know how he puts up with it.
The sad truth is, someone with a year's experience at the Gap as a manager is more managerial to Apple leaders than someone with 7 years experience on the Apple sales floor.
I loved the team I worked with, the products and a few of my managers. I ultimately left because my wife and I wanted to start a family, and dad's can't come home to their sleeping baby after a 2 to 11PM shift. I moved into corporate IT, I earn three times what I earned as a Genius and already have 8 people reporting to me. Apple is a stepping stone in my eyes - as far as retail is concerned.
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Yes, he did. But he should study something about that product as well. Otherwise, what's the point of selling third party if he doesn't know what it is.
Of course Apple has every right to pay their retail staff just as poor as their Chinese factory workers..... It just flies in the face of the Apple promotion machine that constantly projects a magical company that just cares about being a good corporate citizen out to save the world and looking cool doing it......
I don't know, they make about 8 billion dollars profit a quarter, the management consists of a bunch of multi millionaires, would it kill them to set an example and pay everyone well and maybe make only 7 billion a quarter.
I'm sure it would feel just as good.....
Ok, ducking for incoming
I don't know, they make about 8 billion dollars profit a quarter, the management consists of a bunch of multi millionaires, would it kill them to set an example and pay everyone well and maybe make only 7 billion a quarter.
I'm sure it would feel just as good.....
Ok, ducking for incoming
For shares of non-UK companies, it's usually 6 months savings (money is taken out of your salary), and at the end of the six month period, you decide whether you want your money back, or shares at the price of the day when the scheme ends, minus 15%. If you choose the shares, the shares are yours.
The pay mentioned is higher than most retail stores in the UK pay.
