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More employees at Apple Store doesnt mean better service

H

hoon2999

macrumors regular
Original poster
Mar 30, 2012
137
119
This is my first time that I was very disappointed Apple support. And heres what happened.

Couple days ago, I found 2 spots of light-bleeds on my New iPad screen. So I went to the nearest Apple Store. As usual, staffs at the Apple Store were nice and everything. They examine my iPad, and confirmed that it has defective screen. Then they brought out new iPad from brown cardboard box. Saying that they checked the screen for new one and everythings fine. Also told me that if I agree to exchange for this iPad, I will be no longer able to exchange for the new one from screen defectiveness. I was like hmmm thats something I never heard of. So I asked them I would like to check the screen myself before sign/agree anything. They said the store is too bright thus there is no way to check the screen. Are they being serious? I mean, there is no way im gonna take the risk just because the employees said its fine.

Also I had an engraving on my iPad. In order to get the engravings on replacement iPad, I have to call the AppleCare. Why?? Is the Apple Store runs from seperate company? Why can't they just do everything in store and ship it to my house? Anyway I called AppleCare as they told me to do. staffs at Apple Store told me they will make a note on my account with confirming that my iPad is defective. Guess what happen? they didn't. I had to explain every single thing again, and they said they'll send me a new one once they receive my iPad, examine the problem AGAIN.

Seriously, I always had great respect with Apple products. Not the performance, their quality wise. 2 months ago, I had to return my Asus Transformer Prime because of light-bleeding issue. Then I was like "this will never happen to Apple product. I guess Imma just wait for the iPad 3rd gen". But Apple did the same thing!! Well thats enough raging for wasting my time and gas money. I still like Apple products :eek:

Hopefully the workers that I met at the Apple Store see this.
 
What you experienced is not typical and not part of the training that employee received. You may return a defective iPad for the same legitimate issue as many times as needed.
 
I have two main gripes about the Apple Retail Store experience. First and foremost, you often are automatically charged a restocking fee even when returning defective goods unless they are Apple goods. I've bought a few cases and at least one printer from the Apple store and had to return two of the cases (Speck pieces of crap) that had defects. They exchanged them out for me easily enough but then wanted to charge me a restocking fee in doing so. I've argued my point each time and got them to back down from that but I find this "negative service" repulsive. Everything the Apple store sells is at full retail pricing. They should offer to take anything back without a restocking fee if its defective.

The second beef I have with them is, ironically, one of their redeeming features as well. The lack of a real checkout lane. Since they use mobile POS terminals (iPads and iPhones) to check out customers, you don't have to queue up to purchase something. But unless the store is absolutely dead, you can be almost certain that the associates who have the checkout capabilities are tied up in 'product support' conversations with customers. So you end up wandering from associate to associate until you figure out which one can ring you up.

Maybe its just the handful of stores I've visited in Chicagoland that have this problem but for me, I really expect the Apple Store experience to be top notch and its still got bugs in the flow.
 
The Apple Store here is swarming with people everyday. I give credit to the employees because there is so many people to deal with on any given day it's unreal. It's the most consistently busy store I've ever seen here. Most times I've been in most people are just browsing and the people who do buy or have questions are dealt with efficiently!
 
I agree more is not better. I cant even walk in without being acosted.

I think Apple is striving for more better skilled FT employees and less PT rif/raf.

----------

If iPads could be tested before leaving the store there would be no one returning 5 to 10 times.
 
Thanks for all the replies guys. But I got into more frustrated situation.

So I went to the UPS store with my repair ID #, gave them my iPad, shipped it right away. It delivered to Apple Center at California in 1 day which I assume it was over-night shipping. :O
I was expecting them to send me a new one or atleast estimate date of receiving new one. But then couple hours ago, the status for diagnostic showed as "Could not duplicate issue", then "Original product shipped".

ARE YOU KIDDING ME??? so I called AppleCare right away.(its 12am here in eastern) Explained everything, like how they told me at Apple Store that they'll make a note on my account confirming the screen is defective. Transfered me to supervisor. Luckily, the supervisor was very kind and helpful. He asked if I still have the photo that I took(light-bleeding on iPad). So I sent it to his email.

Now what they ask me to do is once I receive the original iPad(I believe it'll arrive within 1-2 days), go back to ups store, and ship it again. God.. so much hassles. But the funny thing is Im somehow willing to go through all these hassles :cool: I like my new iPad :]
 
ReallyBigFeet said:
I have two main gripes about the Apple Retail Store experience. First and foremost, you often are automatically charged a restocking fee even when returning defective goods unless they are Apple goods. I've bought a few cases and at least one printer from the Apple store and had to return two of the cases (Speck pieces of crap) that had defects. They exchanged them out for me easily enough but then wanted to charge me a restocking fee in doing so. I've argued my point each time and got them to back down from that but I find this "negative service" repulsive. Everything the Apple store sells is at full retail pricing. They should offer to take anything back without a restocking fee if its defective.

The second beef I have with them is, ironically, one of their redeeming features as well. The lack of a real checkout lane. Since they use mobile POS terminals (iPads and iPhones) to check out customers, you don't have to queue up to purchase something. But unless the store is absolutely dead, you can be almost certain that the associates who have the checkout capabilities are tied up in 'product support' conversations with customers. So you end up wandering from associate to associate until you figure out which one can ring you up.

Maybe its just the handful of stores I've visited in Chicagoland that have this problem but for me, I really expect the Apple Store experience to be top notch and its still got bugs in the flow.
Click to expand...

As of now, Apple no longer charges a restocking fee for returning iPads or computers. However, it's not shocking for a retail store to charge customers those fees.

I'm sure that your Apple stores in Chicago are always really busy. Yeah, it can be hard to find an available specialist to ring you out for something but Apple at least allows customers to ring themselves out with their own iPhones or iPad 3rd gen. You can only use it on accessories and etc but if people use that to buy their cases, that may free up specialists.
 
My experiences in Apple retail stores has always been great ones. Very rarely do I buy from a local store, I usually go look and then purchase online. There has been 3 occasions for which I visited for support via a Genius. Each time my issue was evaluated and a decision made on the spot. One time it was a new display on an MacBook Pro. I told the Genius I lived 2 hours away and asked if they could possible fix it within the day, so I could pick it up before going home. They accommodated this request and about 1.5 hours after I left the store I got a call saying its as ready for pickup. I went in, they turned it on and asked if I was satisfied. Told me to have a nice day!

Next time I went in was with the same MacBook Pro and I again it was the display. About 3 week after my original issue I started having lines show up on the display. Brought it in and this time they replaced the logic board, again accommodated my request to do it within the day. Called me when it was ready and I picked it up. That was about a year ago and I've had no more issues from my 2009 MacBook Pro, which was purchased online brand new.

I also had an iPhone issue which they quickly resolved in about 30 minutes. I always schedule appointments and usually they are pretty close to the mark on those times. I really don't mind waiting a bit as I understand they have hundred of customers to deal with.

Anyway, that's my experience!

Hope the iPad issue finally gets resolved. I would have taken the first option, because there is no way they could prevent you from swapping it again should you have had more issues. Not with Apple Care +, now if you don't have Apple Care + maybe.
 
I don't quite understand why people go to the Apple Store just to "go to the Apple Store and check things out". A couple weekends ago I was at the mall that has the closest Apple Store to me (50 mile drive). Since I was there, I headed to the Apple Store - it was mobbed at 10 in the morning. So I meander 50 yards down the mall to the Best Buy that has a whole Apple section. No one! I got to play with pretty much whatever machine I wanted wth no waiting and no one breathing over my shoulder. So - just a tip if you're interested in a product and just want to get a look and feel of it (before you order a refurb online for cheaper! LOL).
 
The one @ Fairview in Toronto, 9/10 are oompa loompas, I'm talking Durrpity Durr Durr. It's hurting my head thinking about them. If you lined up the apple idiots at that store it would be a like a police lineup of faces you wanna punch.
 
Sounds to me like Apple may be getting smart and is going to protect themselves from the crazy OCD people who exchange time after time:p

This cost us all money because a few are crazy!:mad:

Standby for INCOMING!
 
hoon2999 said:
Also I had an engraving on my iPad. In order to get the engravings on replacement iPad, I have to call the AppleCare. Why?? Is the Apple Store runs from seperate company?
Click to expand...

To answer your question, yes, the retail and online Apple stores are two completely separate operations. Different VPs in charge of each, separate budgets, etc. It's hard on the consumer b/c all we see is "Apple," but it might as well be "Mercedes" and "Maybach".

Also some Geniuses and/or their managers are arrogant SOBs who failed to learn anything in their customer service training and think their DeVry diploma says "Duke". But the reality is they are not gods. If you they tell you "x" and you are not satisfied politely say "thank you," and go to a different store. PITA but its the best way to handle it. I've had some true louses but also some fantastic true Apple evangelists helping me over the years. It's a total roll of the dice.

This is typical for any large retail organization. You keep hearing about Apple's "awards" for customer service, but it's only because everyone else is so much more rotten. Apple did once have amazing customer service but that ended mid-90s.
 
smallnshort247 said:
As of now, Apple no longer charges a restocking fee for returning iPads or computers. However, it's not shocking for a retail store to charge customers those fees.
Click to expand...

Recent change?

At the Oakbrook Apple Store on Feb 22, they attempted to charge me a restocking fee for returning a Speck CandyShell iPhone 4S case I had just purchased less than 24 hours prior. The rubber around the case was peeling away and I asked to exchange it for another. They attempted to charge me a restocking fee, I complained, got a manager involved, fee waived. But he said he'd "waive" the fee...not that they no longer charged the fees to anyone.
 
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