Bizarre Apple Store experience for trying to buy S8 SS AW

[msackey]

This. I’d give you a thousand thumbs up if I could. Can’t comment on what the OP was told, but Apple watches have always been sold by appointment because they must be paired with an iPhone and Apple insists on offering to help. Period. By a trained person. Period. Oddly the loophole is to order online for parking lot pickup. Then they will just hand it to you. Even iPhones or iPads they offer to help but you can decline.

That’s very odd indeed. Also, that has not been my experience.

I’ve had two Apple Watch experiences. First was to buy a Series 4 about 4 years ago. I walked into one of our local Apple Store and I hadn’t fully decided if I was going to buy a Watch. Hemmed and hawed with my husband there . Then I couldn’t decide on a band. When finally I decided, I asked for the Series 4 in black with sports loop. Bought it on site without an appointment.

Second experience is buying an Ultra which I did order online and picked up from Apple Store. They didn’t offer to set it up for me and that’s fine. They may recognize me as I’ve been to that store many times over the years. Popped Ultra in a bag and went home.

 

[Farrellcollie]

I avoid going to Apple stores like the plague, but I too, have walked in and just bought a watch without any appointment. I think Apple sometimes just goes out of its way to piss people off or to make it difficult to buy their products.

 

[shadowmatt]

That’s very odd indeed. Also, that has not been my experience.

I’ve had two Apple Watch experiences. First was to buy a Series 4 about 4 years ago. I walked into one of our local Apple Store and I hadn’t fully decided if I was going to buy a Watch. Hemmed and hawed with my husband there . Then I couldn’t decide on a band. When finally I decided, I asked for the Series 4 in black with sports loop. Bought it on site without an appointment.

Second experience is buying an Ultra which I did order online and picked up from Apple Store. They didn’t offer to set it up for me and that’s fine. They may recognize me as I’ve been to that store many times over the years. Popped Ultra in a bag and went home.

Our Apple store is usually so busy you don't even get the offer of setup assistance. Just those floating staff members with card readers. They don't even have a sales area as such and keep the bags in a draw.

From the last time I tried to speak to someone. You need to try and fail to book an appointment, they then tell you to turn up and queue before the store opens and they then tell you all the appointments are full and to try another day.

Whoever designs their retail experience must have looked at what previously worked and decided to do the opposite. (I actually know they intentionally limit appointments so people have to queue up outside the store as they think it is good optics)

 

[BigMcGuire]

I avoid going to Apple stores like the plague, but I too, have walked in and just bought a watch without any appointment. I think Apple sometimes just goes out of its way to piss people off or to make it difficult to buy their products.

My own observations - while I've seen some Apple stores do this, I've also seen others not do this. So I'm more inclined to believe it's people just going out of their way to make other people's lives miserable because they can. I'm sure store managers have a huge part to play in how happy the overall staff are at a store as well.

 

[BigMcGuire]

Our Apple store is usually so busy you don't even get the offer of setup assistance. Just those floating staff members with card readers. They don't even have a sales area as such and keep the bags in a draw.

From the last time I tried to speak to someone. You need to try and fail to book an appointment, they then tell you to turn up and queue before the store opens and they then tell you all the appointments are full and to try another day.

Whoever designs their retail experience must have looked at what previously worked and decided to do the opposite. (I actually know they intentionally limit appointments so people have to queue up outside the store as they think it is good optics)

A lot of the stuff isn't apparent. To someone like me who knows their tech, the last thing I want to do is talk to an ill informed "Genius". What I love about Apple is, I can walk in, order something with my phone, and walk out - never talking to someone. Very few people I know know that you can do that. Also most Apple Stores now have an online pickup area where you can just walk in, pick up your stuff and leave.

It's usually the people who need help the most that suffer the most. The older crowd (I've seen an older guy beg for help and not get any because of how busy everything was). They expect customer service to work like it did in the past - you get greeted with a smile as you walk in and helped because it's a privilege for the company to get your $.

Now days? You have to make an appointment and often times wait past your appointment time because the company is understaffed. Now days it's a privilege for you to give the company your $ and it works really well because we as customers take it.


My local Apple Store has at least a handful of people taking walk-ins which is really nice. One reason why I reward my local Apple Store with repeated business over the last ~7+ years. Every time I've had an appointment, they've been extremely punctual. Staff seem happier than most. Contrast that to a store closer to Downtown LA - staff unhappy, took 1.5 hours PAST my appointment to be seen, and service was horrific.

 

[Farrellcollie]

A lot of the stuff isn't apparent. To someone like me who knows their tech, the last thing I want to do is talk to an ill informed "Genius". What I love about Apple is, I can walk in, order something with my phone, and walk out - never talking to someone. Very few people I know know that you can do that. Also most Apple Stores now have an online pickup area where you can just walk in, pick up your stuff and leave.

It's usually the people who need help the most that suffer the most. The older crowd (I've seen an older guy beg for help and not get any because of how busy everything was). They expect customer service to work like it did in the past - you get greeted with a smile as you walk in and helped because it's a privilege for the company to get your $.

Now days? You have to make an appointment and often times wait past your appointment time because the company is understaffed. Now days it's a privilege for you to give the company your $ and it works really well because we as customers take it.


My local Apple Store has at least a handful of people taking walk-ins which is really nice. One reason why I reward my local Apple Store with repeated business over the last ~7+ years. Every time I've had an appointment, they've been extremely punctual. Staff seem happier than most. Contrast that to a store closer to Downtown LA - staff unhappy, took 1.5 hours PAST my appointment to be seen, and service was horrific.

The apple appointment system didn't work before Covid at my local stores , so I don't think that this is a change because of that or because they can't find employees. I twice made an appointment before 2019 and I was told I had to wait behind people who had just walked in, so I walked out got my problem solved a different way. I don't consider this to be a change from the last eight -10 years or so of Apple's approach to minimal or just plain missing of missing customer service. I also became my father's tech person, because although he lives in another city, his Apple stores were just as bad.

 

[BigMcGuire]

The apple appointment system didn't work before Covid at my local stores , so I don't think that this is a change because of that or because they can't find employees. I twice made an appointment before 2019 and I was told I had to wait behind people who had just walked in, so I walked out got my problem solved a different way but I don't consider this to be a change from the last eight years or so of Apple's approach to minimal to missing customer service. I also became my fathers tech person, because although he lives in another city, his Apple stores were just as bad.

Darn. That definitely points to the Apple Store near me being an anomaly (not the norm). Probably won't be too much longer before it goes the way of every other store.

Our local Vons - during COVID - let go (or lost?) half its staff and even after COVID - still about half as much staff - even during busy hours you're lucky to see 2 lanes of the 7+ opened - lines going back to the isles. Seems to be pretty common all over.

 

[NYCValkyrie]

Ty all for your posts. Yeah I'll just keep avoiding the stores like I have been for years. Was trying to just help out a friend and go to the store with him. Customer service as a whole has gone so far downhill now.

I'm with you for the same reasons. I've always hated crowds and Apple stores are especially crowded all the time here in NY/Brooklyn. If I need something ASAP, I'll usually just pay the $9 for same day delivery via courier. That's what I did for my watch! 😁 But if it's your first watch, I get wanting to see and touch in person before you purchase. Too bad we can't send this thread to their Head of Retail.

 

[jdclifford]

Apple pays their store employees the minimum they can get away with.

This is how Apple treats their employees: https://9to5mac.com/2022/07/29/apple-union-busting-2/

Nobody who has a choice wants to work in an Apple store.


It's not our fault nobody wants to work anymore!

Didn't Apple recently raise retail staff wage to about $20-$22/hr?

 

[BigMcGuire]

Didn't Apple recently raise retail staff wage to about $20-$22/hr?

I was going to say.... I realize the Apple Store I go to is super happy but all the staff told me they got paid full wages during Covid and were encouraged to do remote college classes (which Apple paid for too). They were telling me how they were getting bonuses and raises soon too (this was April 2022).

 

[msackey]

Our Apple store is usually so busy you don't even get the offer of setup assistance. Just those floating staff members with card readers. They don't even have a sales area as such and keep the bags in a draw.

From the last time I tried to speak to someone. You need to try and fail to book an appointment, they then tell you to turn up and queue before the store opens and they then tell you all the appointments are full and to try another day.

Whoever designs their retail experience must have looked at what previously worked and decided to do the opposite. (I actually know they intentionally limit appointments so people have to queue up outside the store as they think it is good optics)

Regarding the "try and fail to book an appointment", that is truly bizarre.

I suppose if one cannot get the Watch when you're there already in person, you could order it online right there for pick up at the store you're standing in. There still may be a few hours of process time though before you can actually pick it up.

 

[canyonblue737]

the crazy thing is in my experience when you DO book a time to pickup an item you can show up anytime early, ask for it, and they bring it right out no problem.

 

[Mr.C]

the crazy thing is in my experience when you DO book a time to pickup an item you can show up anytime early, ask for it, and they bring it right out no problem.

Yes that’s been my experience too.

 

[shadowmatt]

The apple appointment system didn't work before Covid at my local stores , so I don't think that this is a change because of that or because they can't find employees. I twice made an appointment before 2019 and I was told I had to wait behind people who had just walked in, so I walked out got my problem solved a different way. I don't consider this to be a change from the last eight -10 years or so of Apple's approach to minimal or just plain missing of missing customer service. I also became my father's tech person, because although he lives in another city, his Apple stores were just as bad.

A few years ago Apple hired a new VP or retail (gone now) who previously worked in fashion. Im was told by the manager of the local Apple Store that she forced through these changes to customer service.

Essentially she wanted less appointments and more walk ins, with people queuing outside the store waiting for appointments before the store opened. Was trying to replicate the queues of a new product launch by limiting appointments.

That particular experience, I was on the phone with Apple tech support, a laptop had died and they were trying to organise an appointment so I could drop off the laptop for repair. The staff member could not book any appointment, the few that were available were all blocked off and he couldn't go too far into the future. Told me that company policy was that if I went down before the store opened and queued up I would be seen that day.

After queuing with a bunch of other people, when it got to my turn I was told I should have booked an appointment or should try queuing again tomorrow. Lost my **** at that point and demanded to speak to a business manager as we buy a lot of equipment from Apple. That manager explained the situation and the madness those directives had caused and how every day they were turning away angry people who had wasted their time coming to the store in the hopes of seeing a 'genius'.

The manager called a few days later to apologies again and at that time I explained to him the current level of service was worse than PC World / Currys / Dixons as those store, however shady, actually have staff members who will see if you visit the store. He was not too happy hearing that.

 

[laptech]

Those who have worked in retail will know that many stores only allow their staff to deal with products that they are trained on. If a store sells lot's of different products it is very difficult for the staff to know about every single product so the shop manager assigns a staff member to each different product type and it is their job to learn about each product within that product type also meaning they are not allowed to stray away from their specialised area. Therefore it is entirely plausable regarding only one staff member being able to deal with customers wanting tp purchase an AW.

This is where Trip Advisor becomes your friend because you can leave feedback about the store wanting customers to make a 'reservation' in wanting to purchase a AW they have in stock and that they lost out on custom because of being treated in that manner. I have no doubt the store manager checks such feedback and if it is not something the store does the manager would question what the hell went on.

 

[akash.nu]

I think if I was told I needed an appointment to buy an Apple Watch, another retailer would be getting the sale instead. It’s a shop, not a doctors surgery.

Lol. Nailed it mate. That made me chuckle.

 

[sifpilsen]

Had the same experience in the San Diego Fashion valley store a month ago. Some customers were literally there to buy one specific product, but it was a hassle getting anything that wasn't available in the shelves and needed to be brought up from the back. Book an appointment if you need the hands on or advice before buying. Or as the OP, buy online.

 

[antiprotest]

I have said repeatedly on here that Apple retail has dramatically gotten worse in staff knowledge, competence, and attitude. And yet they demand better and better treatment.

What is just as bizarre is that you have people on here who keep defending Apple no matter what.

 

[spiderman0616]

I have said repeatedly on here that Apple retail has dramatically gotten worse in staff knowledge, competence, and attitude. And yet they demand better and better treatment.

What is just as bizarre is that you have people on here who keep defending Apple no matter what.

To be fair, in my own experience, I've only ever really had trouble with their phone support telling me the wrong things. Their in-store people in my area always seem to be on the up and up. Had another positive experience just yesterday--very easy to get in and out of there with a new watch band and an AirPod replacement with my son. But unfortunately, they didn't have the iPhone I needed for my other son in stock, so I had to order his loot.

 

[Shadowbech]

I always have great experience going to an apple store. I don't even have to go in and put my name in. I simply go to the order pick up table and tell them I want a watch or an iphone or airpods. They just ring me out without an issue.

I do frequent the store quite often that most apple store staff knows who I am so I just walk to the pick up section straight away. I usually happen to go in at the time they aren't busy either.

 

[spiderman0616]

I always have great experience going to an apple store. I don't even have to go in and put my name in. I simply go to the order pick up table and tell them I want a watch or an iphone or airpods. They just ring me out without an issue.

I do frequent the store quite often that most apple store staff knows who I am so I just walk to the pick up section straight away. I usually happen to go in at the time they aren't busy either.

I sometimes like to go in and look at the things I know I'm not going to buy. For example, the last two times I have been in my nearest store, the first thing I looked at while waiting for assistance was the new M2 MacBook Air and last time I was also gawking quite a bit at the M1 iMacs. I love both machines and don't need to buy either. I'd love to get my wife one of those iMacs for her office though--it would fit right in to how she has the room set up/organized/decorated, etc.