Apple Won't Allow Swapping of Bands at Apple Watch 'Try-On' Appointments

[KPOM]

This might make sense time-wise, but it's huge step in the wrong direction in terms of customer experience.

Yes and no. Yes, in that an indecisive customer might just opt not to buy one. No in that if I'm in line I don't want to be held up by that indecisive customer. It sounds like they'll push you toward one of the pre-existing combinations. In 5-15 minutes, that seems reasonable.

Also remember that this is likely only for the initial rush. Once demand is more normal and supply has caught up to whatever that demand winds up being, I'm sure it will be more like buying a watch at a jeweler or department store. Macy's or Rogers and Hollands don't need to deal with potentially large crowds or spiked demand for a single product.

 

[Arran]

But Apple is offering virtual try-ons and personal setup for people who purchase the SS model.

http://9to5mac.com/2015/03/29/apple...ons-and-personal-setup-for-gold-steel-models/

Ah, okay, that's an interesting approach. Are we saying you'll videoconference with a real salesperson beforehand and the salesperson will try it on for you to look at remotely?

It might kind-of work. But the customer will want hands-on experience with the actual watch too. I'm not sure how splitting these two experiences will be received. It seems to fragment and unnecessarily draw out what is a simple sales process elsewhere (walk into store whenever, try it on, swipe credit card, walk out with product)

 

[Jakexb]

Yes, some billionaire fashionista lady and Jonny I've are really in touch with reality.

Wargaming... hilarious outdated business cliche.

Two people who became rich by being very good at understanding what people want and how to sell it to them. Why do you think they're not up to the job?

 

[briankeith513]

Apple Won't Allow Swapping of Bands at Apple Watch 'Try-On' Appointments

I'm considering getting the 42mm silver aluminum sports case, along with a Milanese band, but only if it matches. If it doesn't match, I'd want to try another combo to see if it matches. So this article is saying, "we will not allow you to the opportunity of doing that"? Am I correct in what I'm reading? If so, won't this cause a lot of confusion, returns/exchanges, etc? And if so, are people on here actually defending this??

 

[Jakexb]

Looks like crap when its not on the wrist of a stud or a supermodel.

Leaves me out!

Wait until you see one in person. I think you'll change your mind.

 

[Arran]

Two people who became rich by being very good at understanding what people want and how to sell it to them. Why do you think they're not up to the job?

Past performance is no guarantee of future performance. It may be an indicator, but it's no guarantee.

Even Apple under Jobs made mistakes. And he had a very impressive track-record.

 

[avanpelt]

I'm still really surprised about the fact that the Apple Watch is one of the biggest changes to happen with the Apple Store experience since the store's inception yet the SVP of Retail has still been absent from any and every keynote since she was hired a few years ago. It seems to me that the last event would've been the perfect time to introduce Ms. Ahrendts to the world as SVP of Apple Retail so she could talk about the changes that are coming in the stores. Something seems very strange about her absence.

 

[Narcaz]

Okay, so let me change the analogy since you're not happy with it.

Would you expect to get the same amount of attention in a jewellers whether you're buying a $10 pair of earrings, or a $30,000 watch?

No.

The thing is Apple didn't behave like a jeweler before the release of the Apple Watch. As i said: they treated every customer in the same way. Slightly exaggerated one could say you get the same attention and support from a Genius whether you buy an Apple TV for 69$ or an MacPro for 3999$. And after all these years there is a certain customer expectation how an Apple Store operates.

Now they try to act more like your jeweler anology, but only for the Apple Watch. Ok, your have your point with the price range between an Edition Watch and a Sport Watch. But even the SS Watch buyers get special support. And this has the potential to upset people, which are used to the old way. Some Sport Watch buyers will notice that they are treated as second class people. And i think this is just a dumb move, which could hurt the brand reputation.

 

[avanpelt]

"This is the most personal product we've ever created..."

However, if you want to try a few different bands on to see how they look on you at the appointment we're requiring that you come to so that you can spend your money with us in-store, sorry, you can't do that.

????

 

[Rogifan]

Ah, okay, that's an interesting approach. Are we saying you'll videoconference with a real salesperson beforehand and the salesperson will try it on for you to look at remotely?

It might kind-of work. But the customer will want hands-on experience with the actual watch too. I'm not sure how splitting these two experiences will be received. It seems to fragment and unnecessarily draw out what is a simple sales process elsewhere (walk into store whenever, try it on, swipe credit card, walk out with product)

Like KPOM said this is probably just for the initial rush. I'm sure Ahrendts will evaluate and change (as necessary) as they go along.

 

[Brian Y]

The thing is Apple didn't behave like a jeweler before the release of the Apple Watch. They treated every customer in the same way. Slightly exaggerated one could say you get the same attention and support from a Genius whether you buy an Apple TV for 69$ or an MacPro for 3999$. And after all these years there is a certain customer expectation how an Apple Store operates.

Actually, no, they don't.

If you buy an Apple TV, iPhone or iPad you get shorter appointments at the genius bar, and you don't actually see "geniuses". You see specialists who are trained in iPhones.

If you have a Mac issue, you get a longer appointment, with an actual certified genius.

 

[Rogifan]

The thing is Apple didn't behave like a jeweler before the release of the Apple Watch. They treated every customer in the same way. Slightly exaggerated one could say you get the same attention and support from a Genius whether you buy an Apple TV for 69$ or an MacPro for 3999$. And after all these years there is a certain customer expectation how an Apple Store operates.

Now they try to act more like your jeweler anology, but only for the Apple Watch. Ok, your have your point with the price range between an Edition Watch and a Sport Watch. But even the SS Watch buyers get special support. And this has the potential to upset people, which are used to the old way. Some Sport Watch buyers will notice that they are treated as second class people. And i think this is just a dumb move, which could hurt the brand reputation.

99.9% of consumers won't care. It's not like Sport buyers are relegated to pre-packaged watches hanging on a wall next to accessories.

 

[Arran]

I'm still really surprised about the fact that the Apple Watch is one of the biggest changes to happen with the Apple Store experience since the store's inception yet the SVP of Retail has still been absent from any and every keynote since she was hired a few years ago. It seems to me that the last event would've been the perfect time to introduce Ms. Ahrendts to the world as SVP of Apple Retail so she could talk about the changes that are coming in the stores. Something seems very strange about her absence.

It does, doesn't it?

In olden-times )) Steve would get up on stage and enthuse about his product. He'd sell his product and nobody in the audience would be left in any doubt that he didn't truly believe in his product.

Right now the only person doing that in the keynotes is Phil Schiller with the iMacs/Macbooks. I kind-of "trust" that product line more because of it. He certainly has credibility.

But with the Apple watch, OTOH, it seems like nobody on the executive team wants to step up and own the product and be the public face of it. Is it to avoid embarassment if it flops? That would be a resume-ruiner.

 

[Rogifan]

It does, doesn't it?

On olden-times )) Steve would get up on stage and enthuse about his product. He'd sell his product and nobody in the audience would be left in any doubt that he didn't truly believe in his product.

Right now the only person doing that in the keynotes is Phil Schiller with the iMacs/Macbooks. I kind-of "trust" that product line more because of it. He certainly has credibility.

But with that Apple watch, OTOH, it seems like nobody on the executive team wants to step up and own the product and be the public face of it. Is it to avoid embarassment if it flops?

Um, have people forgotten about Tim Cook? It only makes sense that he would be the one on stage introducing this product. I can't remember Ron Johnson ever being on stage while he worked at Apple. And what he did is much bigger than anything Angela Ahrendts is doing.

 

[Narcaz]

Actually, no, they don't.

If you buy an Apple TV, iPhone or iPad you get shorter appointments at the genius bar, and you don't actually see "geniuses". You see specialists who are trained in iPhones.

If you have a Mac issue, you get a longer appointment, with an actual certified genius.

And how is this relevant? Most Macs get repaired, most iOS devices get replaced. If I have a problem i get it resolved in both cases. It doesnt matter if i bought a base rMBP or a maxed out 15 rMBP (price difference nearly 1200$). If i buy a SportWatch and don't know how to pair it, i have to google while the SS Watch buyers get special support, because they payed more for same device with a different case and band? If you can't see a difference there, then there is no need to discuss issue this any further.

99.9% of consumers won't care. It's not like Sport buyers are relegated to pre-packaged watches hanging on a wall next to accessories.

It could happen when the Edition Watch outsells the Sport Watch. I mean you need room for the special service

 

[brinary001]

Is this an example of the type of "real conversation" you're looking forward to?

Possibly... If you offer a relevant talking point and contribute to the discussion without whining like some other users, then yes.

 

[Arran]

Um, have people forgotten about Tim Cook?

No, I hadn't forgotten Tim, but he just doesn't exude boundless enthusiasm for the product. I don't feel the same conviction that I used to.

And yeah, you're probably right that Arendts didn't really need to make an appearance - but it would've been nice. Especially since it was a "Media" event.

 

[avanpelt]

But with the Apple watch, OTOH, it seems like nobody on the executive team wants to step up and own the product and be the public face of it. Is it to avoid embarassment if it flops? That would be a resume-ruiner.

I think you hit the nail on the head. None of the "legacy" people on the executive team seem like they want to be seen as the face of Apple Watch. I don't mean to disrespect the guy that has now become the face of Apple Watch at keynotes, but he and his presentations don't exactly make me want to run out and buy the product.

Quite frankly, the guy doing the Apple Watch demos at the last two events seems to me to be more of a nerd than anyone else up on stage. It's like the legacy execs got together and said, "Who can take the fall if this thing flops?" Then they looked at their roster, picked that guy, and told him they had a "special product" for him to champion.

 

[Rogifan]

No, I hadn't forgotten Tim, but he just doesn't exude boundless enthusiasm for the product. I don't feel the same conviction that I used to.

And yeah, you're probably right that Arendts didn't really need to make an appearance - but it would've been nice. Especially since it was a "Media" event.

But that's just how Cook is. And TBH there wasn't much new about Watch at the March event. At the September event I felt he was quite enthused and very emotional. Especially when the watch was first announced and it got a standing ovation from the Apple employees in the audience while Cook raised his arms fists clenched.

 

[jctevere]

How many people will actually want a mismatched watch and band? Who's going to spend $450 on a stainless steel bracelet and pair it with an aluminum watch? I think there's going to be A LOT fewer customers wanting a model that Apple isn't offering. And I think these mismatched combinations are going to look a lot worse than people think. There's a reason Apple chose the models they did.

I think you should go back and re-read the article. You can still buy any bracelet / watch combination you want. What they're saying is in an effort to standardize the try-on process and allow for appointments to go as quick as possible so they can maximize try-on appointments, you won't be able to swap watch faces with straps.

I guess we'll have to wait and see what kind of assortment of products they have available for trying on. I would assume they would have the most popular bracelet and watch face combinations.

 

[avanpelt]

Um, have people forgotten about Tim Cook?

Tim Cook has to talk about the product. He's the CEO of the company. Plus, he's going to say he can't live without the Apple Watch because he wants to sell millions of them.

As I said in another post, I think they picked the wrong person to be the face of Apple Watch at keynotes. The guy they chose seems like a nerd. I would expect that guy to be demonstrating things to the people at Apple internally, perhaps, but not to the public. It's hard to imagine why Apple chose such a nerdy person to be the face of a so-called fashion-oriented product line that carries some price tags north of $10,000.

 

[cairene2011]

But what I do care about is how angry everyone is. Smile laugh. Enjoy life.

I agree so so much! It's sad to see fights ensuing over some gadget. I love a good discussion, but there is no reason it should turn into dogmatic, personal attacks. I view this site as my hobby, my cheeky escape from work to relax my brain and tension a little bit. Would be so great if it was a light-hearted place for everyone, but hey... welcome to the internet!

While I'm not in the market for an Apple Watch, I'm curious to try it on someday, because I find its concept an exciting step closer to the futuristic wrist-computers in Sci-Fi movies that beam you into space-ships...
... but until a glitch in the Apple Watch 44s beams my torso to the wrong planet, I won't have strong feelings about it.

 

[thekeyring]

Apple never marketed anything such as this gadget. So much buzz about this watch, they are afraid it won't sell well - that's why.

So every company that markets a product is "afraid it won't sell"?

 

[Rogifan]

I think you should go back and re-read the article. You can still buy any bracelet / watch combination you want. What they're saying is in an effort to standardize the try-on process and allow for appointments to go as quick as possible so they can maximize try-on appointments, you won't be able to swap watch faces with straps.

I guess we'll have to wait and see what kind of assortment of products they have available for trying on. I would assume they would have the most popular bracelet and watch face combinations.

We know what they'll have available for trying on: the models they're selling on store.apple.com.

----------

Tim Cook has to talk about the product. He's the CEO of the company. Plus, he's going to say he can't live without the Apple Watch because he wants to sell millions of them.

As I said in another post, I think they picked the wrong person to be the face of Apple Watch at keynotes. The guy they chose seems like a nerd. I would expect that guy to be demonstrating things to the people at Apple internally, perhaps, but not to the public. It's hard to imagine why Apple chose such a nerdy person to be the face of a so-called fashion-oriented product line that carries some price tags north of $10,000.

Oh I agree Kevin Lynch isn't the best. Though apparently he's really well liked within the company. My guess is the reason we haven't seen Angela on stage is because Apple wants to make clear that her job is retail not product development. But at this most recent event I it would've made sense to have her on stage talking about the in-store try-on and buying experience. For whatever reason Apple chooses not to put its retail leaders on stage.

 

[HenryDJP]

I'm considering getting the 42mm silver aluminum sports case, along with a Milanese band, but only if it matches. If it doesn't match, I'd want to try another combo to see if it matches. So this article is saying, "we will not allow you to the opportunity of doing that"? Am I correct in what I'm reading? If so, won't this cause a lot of confusion, returns/exchanges, etc? And if so, are people on here actually defending this??

You're not grasping the whole point. Put yourself directly in the situation. Say there's a customer in the middle of his 15 minute appointment. You are next in line. Then that customer goes, "Uh, Um, Well, Uh....let me see this Watch in a different band.....Uh...I don't like that one....how do you use such and such a feature.... blah blah blah.". Then you patiently wait until you now realize you've been patiently waiting for 45 minutes because of this picky customer.
Well, if you don't see the issue then please enjoy standing and waiting while that customer takes his sweet sugary time.