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Doubtful that iphone repair is for walkins. It's likely for things that can't be done on the floor because its not even remotely a clean room. With the move to modular repairs they need that person doing just that or the appointments would not stay on time.

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How about you go get a job at an Apple Store and show them how it is supposed to be done. I bet you can handle at least three people at a time all day long. Plenty of walkins on that scheme.

LoL you guys make me laugh.... I would LOVE to have a day in the life of a genius some days, that would give me a break for a day. Plus how hard is it to understand.... have a person that helps walk in's fist come first served. I know some of you will defend pappa apple to your death but it's ok if someone doesn't agree with you and dares to go against almighty apple.
 
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LoL you guys make me laugh.... I would LOVE to have a day in the life of a genius some days, that would give me a break for a day.

this ^

And they should all understand that part of the premium price of the product involves the ability to trade out bad products because the price points account for that unlike most average companies that give you the lowest price they can.

So if one of them personally starts to take it personally and judge someone for perhaps perceiving as "abusing" the warranty policy, its kind of missing the point of the big picture of the company business model.

The more positive the exchange experience is, the more it brings in the billions and the allure of customer satisfaction.

The ideal Genius attitude is one of positivity and willingness to help as much as is within reason.
 
The ideal Genius attitude is one of positivity and willingness to help as much as is within reason.
Same for the customer. I deal with customers in my own job who don't understand that customer and rep relationship is a two way street. When I first interact with a customer if they're nice and willing to work with me I'll fight for them and use all the "power"(Which is very little, but still :)) my job gives me to resolve their issue. If they're uncooperative and rude, I'll still do my job and try to resolve their issue, but don't expect me or anyone else to go that extra mile. The ideal customer is one who understand you're there to help them not to screw them over.
 
Same for the customer. I deal with customers in my own job who don't understand that customer and rep relationship is a two way street. When I first interact with a customer if they're nice and willing to work with me I'll fight for them and use all the "power"(Which is very little, but still :)) my job gives me to resolve their issue. If they're uncooperative and rude, I'll still do my job and try to resolve their issue, but don't expect me or anyone else to go that extra mile. The ideal customer is one who understand you're there to help them not to screw them over.

I would say from a professional perspective, its part of the job description of the customer service and sales reps to deal with people of different types and rationale and do their best to help them not only with their problem, but to sell them on feeling better and demonstrate willingness to help for the good of the company and future business. Or at least attempt to
 
I would say from a professional perspective, its part of the job description of the customer service and sales reps to deal with people of different types and rationale and do their best to help them not only with their problem, but to sell them on feeling better and demonstrate willingness to help for the good of the company and future business. Or at least attempt to
Sure the goal is always to leave a happy customer and one who'll continue to and even do more business with company who you work for, but it's kinda hard to do so when you have them yelling and sometimes even cursing at you, but doesn't mean you don't try. But again the customer and rep relationship is always going to be a two way street. If you want help you got to be willing to receive it.

Doesn't mean you aren't going to get that rare rep who doesn't have the same outlook as I do and most of the reps I know do too, but I think if you start out with a smile you'll end with one.:)

And then there are sometimes company policy just sucks. :p
 
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Really? Did you read the entire thread? If you still have the same question afterwards, let me know and I'll clarify it for you.

Did you READ my message or just blindly react? :confused:

I was talking about Brandon263's post alone and cited yours as one of the first two posts in the thread. This was obvious from the context.

If you need further explanation, let me know. :rolleyes:
 
Did you READ my message or just blindly react? :confused:

I was talking about Brandon263's post alone and cited yours as one of the first two posts in the thread. This was obvious from the context.

If you need further explanation, let me know. :rolleyes:

Truce
 
Plus how hard is it to understand.... have a person that helps walk in's fist come first served.

Take the walk ins first come first serve?

Okay let me speak to your manager. hi manager, I made an appointment like your staff keeps saying I need to. I was here 20 minutes before my appointment all checked in and waiting for my technician. Didn't even gripe when it was clear your staff was running behind and Ive been waiting almost 20 minutes past my appointment time. I just told myself hey it happens.
But the that guy walks right in, I hear him say he doesn't have an appointment and yet someone walks right up and helps him. Oh that person was scheduled to take walk ins but not appointments, so why did I make an appointment? Because that's the rules. Clearly it isn't. Excuse me I'd like the name of your boss and his/her phone number so I can tell your boss what I think about your horrid service.then I. Think I'm going to tell the state, better business bureau and my lawyer. Have a nice day


How hard is THAT to understand. Regardless of it being Apple or not, if you are going to make a set of rules they have to be followed or why bother making them. Apple tried the whole just walk in and it was quickly a disaster due to the demand levels. And that was before the iPhone etc. Now it's 20 times worse. If anything they need systems that will reduce folks needing to come into the stores at all, especially for things like their gmail isn't working (but all their other emails do so its not the app) and so on. Free Apple Care phone support for the whole year might be the ticket. Asking a few questions before letting someone book an appointment might also help.
 
I realize that the situation may have much more to it than was displayed in the video clip.

That being said, I don't care what happened...her behavior was so far beyond appropriate, no matter what the provocation, it certainly borders on the pathological.

There is NO excuse for that behavior...no amount of difficulty in the store justifies that level of loss of control temper tantrum in an "adult".
 
this ^

And they should all understand that part of the premium price of the product involves the ability to trade out bad products

And customers needs to remember that the issue isn't always a bad product and stop demanding a replacement because the whatever cost X and they have spent Y at apple.

I deal with a lot of Apple products due to work and we tend to have a lot of drops etc. I have heard folks yell at Apple staff because Apple doesn't know their yahoo password, demand a replacement because this or that non Apple app isn't working.

Just the other day I heard a guy screaming profanities at a young girl because his kids dropped his brand new iPhone in the pool and he didn't have Apple Care or a backup. Funny thing, I was in that same store a couple of weeks ago picking up some new cables etc and that guy was buying his phone. Very unique looking guy, hard to forget. I heard him tell the guy first that he didn't need Apple care cause he never messes up his phones and a few minutes later that he didn't want to use iCloud cause the NSA can read all his stuff and he backs up to his computer every night. Oops.

So if one of them personally starts to take it personally and judge someone for perhaps perceiving as "abusing" the warranty policy, its kind of missing the point of the big picture of the company business model.

I suspect that the geniuses have a better grasp of whether folks are trying to abuse the warranty than any of us would. After all they see the faces, the names, the history notes and most importantly the items. We can tin foil and claim they are mandated to say no so Apple doesn't lose money blah blah but we aren't the ones that just opened up a phone that won't power on to find water and rust inside but the customer is screaming he never got it wet. Clearly someone did. The geniuses can also see cut connector cables, non Apple parts etc. and at least in my area there are enough third party 'repair' shops and resellers around to justify checking. Not to mention places like China were knockoffs are everywhere.
 
And customers needs to remember that the issue isn't always a bad product and stop demanding a replacement because the whatever cost X and they have spent Y at apple.

I deal with a lot of Apple products due to work and we tend to have a lot of drops etc. I have heard folks yell at Apple staff because Apple doesn't know their yahoo password, demand a replacement because this or that non Apple app isn't working.

Just the other day I heard a guy screaming profanities at a young girl because his kids dropped his brand new iPhone in the pool and he didn't have Apple Care or a backup. Funny thing, I was in that same store a couple of weeks ago picking up some new cables etc and that guy was buying his phone. Very unique looking guy, hard to forget. I heard him tell the guy first that he didn't need Apple care cause he never messes up his phones and a few minutes later that he didn't want to use iCloud cause the NSA can read all his stuff and he backs up to his computer every night. Oops.



I suspect that the geniuses have a better grasp of whether folks are trying to abuse the warranty than any of us would. After all they see the faces, the names, the history notes and most importantly the items. We can tin foil and claim they are mandated to say no so Apple doesn't lose money blah blah but we aren't the ones that just opened up a phone that won't power on to find water and rust inside but the customer is screaming he never got it wet. Clearly someone did. The geniuses can also see cut connector cables, non Apple parts etc. and at least in my area there are enough third party 'repair' shops and resellers around to justify checking. Not to mention places like China were knockoffs are everywhere.

Yeah they know, but again, the point of the whole business model works based on that mass scale "gamble" which tells people: come buy from here, we will never question your returns or exchanges, just try us. We are so sure you will love us that we can bank on that lenient exchange policy to not only not bankrupt us but give us even more sales in the long run.

The genius has no priority to deny an exchange. They never HAD the sale if it wasn't for that return policy.

The value comes from when you satisfy the customer through and through, truly.

This genius never HAD my hard earned 1-2 thousand dollars in the first place. The only reason they earned that money from me is BECAUSE of their superior business model.

You can't refuse to return something that you never would have sold if your stance on returning wasn't as such.

Every person who purchased an Apple product could return the same product 3 times and the company would still make profit.

So such matters are outside of the scope of a genius and his discretion should simply be on a basis of protecting from mass abuse schemes or loopholes of abuse, and such scams are rare.

Of course there are some hard rules and time limits, but for the most part, as long as you gave them a couple thousand dollars in the last year or two lately, they should shut up and smile and exchange and do mostly whatever is asked within reason.

They should see such customer arrogance as a sign of extreme examples of how potent the Apple luxury sale allure is.

You got customers coming in acting like over entitled idiots once in a while? -You're doin something right in the big picture.
 
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So is anyone going to the Apple Store and say, "I was told by Apple care that I could walk in the store and get a part!" ?
 
It saddens me that people on this thread have such fixed views about this woman and her behaviour. There is absolutely zero information as to why this exchange took place. There's probably many 5-second slices of all our lives that could be displayed out of context, showing us all to be insanely possessed whack-jobs.
There is no context to this clip.
The most vile person involved is the person who filmed it. What right do they have to document a particular low-point in some stranger's life for the entertainment of the feeble-minded voyeurs that are today's YouTube generation?
That lady might have spent the rest of the day remorsefully crying because life was just becoming too hard.
We don't know - and it seem a lot of you don't give a damn.
 
I don't feel sorry for the genius in the least. I have been working in retail for almost 10 years dealing with spoiled college students and their textbooks. I have heard every curse word, and been yelled and belittle more times then I want to think about. I realize though that it is part of the job. Students are paying a lot of money (or should I say the parents) and they demand certain things. Whether I agree with their demands or not. My job is to make them happy. Just the same with Apple and its employees. Sorry you got a rude customer deal with it. Stores busy don't get too many breaks. That is the stores fault for not having enough people. If you don't like it don't work there.
 
You've said more about yourself there than that video clip says about anyone.
I was just joking around. I know how to properly speak the English language and use correct grammar and punctuation. The woman in this video seems to be an absolute lunatic and it seems to me that she is over reacting to a rather unimportant problem that she faced at the Apple store.
 
Sorry you got a rude customer deal with it.
I'm sorry your employer allowed customers to verbally abuse you or anyone on staff, but that shouldn't be standard operating procedure for any company to allow any customers to physically or verbally abuse their employees. I'm thankful my current employer has no such tolerance for disrespectful employees or customers.
 
I'm sorry your Employer allowed customers to verbally abuse you or anyone on staff, but that shouldn't be Standard operating procedure for any company to allow any customers to Physically or verbally abuse their employees. I'm thankful my current employer has no tolerance for disrespectful employees or customers.

You must work in retail. I am a manager and have told a customer to calm down. What good does it do? None. Again if you have ever worked in retail you would have experienced a rude customer. It happens you can ask them to leave, but what they have said has been said.
 
Trouble is what Apple Care likely has zero authority over the stores. In fact since the stores are looking at the item directly they probably have the final word.

As since we weren't part of the conversation we don't know what was said and what she heard. They might have said the right thing but she heard what she wanted.

I'm not too sure about that. I've read many stories of AppleCare giving customers 'reference' numbers to give to the genius during their appointment in order to get a replacement device. Now, in this case, I don't think anyone (other than maybe business/IT) is able to pick up a part and leave the store with it.
 
I'm not too sure about that. I've read many stories of AppleCare giving customers 'reference' numbers to give to the genius during their appointment in order to get a replacement device. Now, in this case, I don't think anyone (other than maybe business/IT) is able to pick up a part and leave the store with it.

Again we don't know what was said to her. The apple care person may have said to make an appointment etc but all she heard was go to the store because that is what she wanted to hear
 
This is why I never have, and never will, work in retail. I would end up in jail for knocking the moisture out of someone the first time they screamed at me.
 
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