iPhone 11 Today I tried to buy an iPhone 11 at the Apple Store...

[roguester]

Okay so I went to another store yesterday. It took me 45 minutes to get to someone to buy a screen protector only for them to tell me they don’t have any. I kept asking three people. I guess experiences now vary from store to store.

 

[myapple2019]

Something to add. When reserving an iPhone for certain pick-up time, ensure you show up close (5-10 minutes) to your window pickup time. Coming early does not make you to be able to pick-up your phone earlier than your pick-up time because you have to wait until your pick-up time arrives. That is my story when I picked up my phone on the launch day. Just be prepared.

 

[aristobrat]

Why when there is stock sitting in the store? Making people order online while stood in the store and then wait 2-4 hours for someone to bring it out to them is a rather unorthodox sales technique for a high street retailer.

When I worked for Apple they didn't have this process and I *hated* selling iPhones.

You never knew how long the transaction would take. Some customers had all of their information in order and it was pretty quick to sell them an iPhone, but it was pretty common to run into a customer who had some problem with their wireless account that turned the process into a 45+ minute ordeal.

So instead of tying up an employee for 45 minutes because someone has a past-due amount on their account, or wants to upgrade when their carrier says they're not eligible, or wants to upgrade but doesn't know the SSN of the primary line (or put extra security on their account and doesn't remember the code), or thinks they can do an upgrade swap with another line on their account but doesn't really understand how that works ... let the customer spend their time figuring that mess out while placing an order on a computer in the store without having to tie up an employee?!

Hats off to the folks in this thread who have everything in order to do a quick "I want to walk-in off the street and buy an iPhone" transaction. Unfortunately not everyone walking in off the street is as organized as ya'll and it used to result in tying up employees for a long time.

 

[Dexterama]

But where is the disorder? There are only 4-5 people waiting. They have the phone you want in back.

How does making you come back in 4 hours maintain order? If the phone you want is already preordered by an online customer then it should not be available for sale regardless of whatever arbitrary delay.

This feels like an Apple tax of sorts.

While not all Apple stores are equal in terms of traffic or crowd size, they are generally staying consistent with this policy during the launch period. It may suck for the customers but this process is more efficient for the employees.

 

[Elitegate]

The store looked like always, it wasn't particularly crowded. I asked a sales guy for an iPhone 11. He told me that I need to wait in line, and that it could take some time. They have set up a belt barrier that could easily accomodate like 100 people but there were only 4 people waiting. Still, it was supposed to take 15 minutes. He told me that once it's my turn I can tell them which model I want to have and then, we would make an appointment for about 4 hours later where I can come again and pick up my phone. I asked him if that was supposed to be a joke, but he was serious.

What is going on? It should take like 2 minutes to go to the back and get the phone, and another minute for me to pay with my credit card. Can't they just hand their phones over the counter like they do with all the cases and headphones lying around?

Is this a "designed Apple experience" that is supposed to make me feel special to buy an iPhone? It's not like I'm buying a car, it's a phone. Wow, I remember when I actually enjoyed going to an Apple Store. Meh. Must have been decades ago.

Well usually you just walk in, tell them you want to buy an iPhone, tell them which model, color and capacity, and after 5 minutes they come back with your phone and hand it to you. Then you pay and leave the store.

But please keep in mind that the iPhone 11 was just released, less than a week ago. They don't have enough stock.

 

[4sallypat]

......
So instead of tying up an employee for 45 minutes because someone has a past-due amount on their account, or wants to upgrade when their carrier says they're not eligible, or wants to upgrade but doesn't know the SSN of the primary line (or put extra security on their account and doesn't remember the code), or thinks they can do an upgrade swap with another line on their account but doesn't really understand how that works ... let the customer spend their time figuring that out while placing an order on a computer in the store without having to tie up an employee.

Well said - I have seen this many times at the Apple store.
Poor sales person many times had to deal with customers who know nothing about their current contract and want that new shiny thing...

The funniest incident I overheard was a customer who had a business issued iPhone issued by their work and wanted to upgrade but had no access to the company's account. He was so adamant that he wanted to trade in his work phone and demanded that the account access was not needed. The Apple store rep just stood there and said "please have your employer return with you for this upgrade" and left.

 

[Dexterama]

Well said - I have seen this many times at the Apple store.
Poor sales person many times had to deal with customers who know nothing about their current contract and want that new shiny thing...

The funniest incident I overheard was a customer who had a business issued iPhone issued by their work and wanted to upgrade but had no access to the company's account. He was so adamant that he wanted to trade in his work phone and demanded that the account access was not needed. The Apple store rep just stood there and said "please have your employer return with you for this upgrade" and left.

Gosh, I wonder if the customer was trying to pull a fast one or was just that ignorant to how phones issued by their employer work. I’m not sure if all companies are the same, but in my former workplace, all electronics needed for “work” must be requested/ordered via the company’s IT portal and approved by your manager. In my company’s case, newly launched devices are not even in the approved list until IT checks the new devices for compliance.

 

[jm31828]

I bought mine at Verizon on launch day and was in and out of the store in less than an hour. No reservation and no line.

Yes, that has always been my experience. I'm not sure why so many people go through the hassle at the Apple Store when you can get the phone at the carrier with no issues at all.

 

[forestinjersey]

Who's Angela?

 

[mofoliar]

I tried to get a MG ip11 pro max but when they brought up the phone they asked if my account was personal or business (verizon)
I said business and they were not able to help!🙃

 

[PBz]

They should reverse every single decision she made. Apple stores are still great.

IMO, training is not as good as it used to be. The ‘experience’ is worse than it used to be. Great people, with great attitudes working in the Retail Stores but it’s been off for a few years.

 

[bigjnyc]

Very odd. When I bought my Apple Watch on Friday, there where at least 50 other people in the store and yet I walked out the door 10 minutes later with a new Series 5 in my bag.

Demand for Apple watch doesn't even come close to comparing to demand for the iPhone.

 

[Knowlege Bomb]

Gosh, I wonder if the customer was trying to pull a fast one or was just that ignorant to how phones issued by their employer work. I’m not sure if all companies are the same, but in my former workplace, all electronics needed for “work” must be requested/ordered via the company’s IT portal and approved by your manager. In my company’s case, newly launched devices are not even in the approved list until IT checks the new devices for compliance.

I work in IT for a hospital and do all of the phone ordering. We have a dedicated webpage for ordering iOS devices for employees and the approval process for each order (new, replacements and upgrades alike) is pretty extensive. Direct supervisor approval -> Me -> IT Director -> Facility Director -> Division Telecom. I can imagine the result would be the same for one of our employees as there's two accounts for the whole facility and I'm the only one below the division level that is authorized on the accounts.

 

[mattopotamus]

Just because the store doesn't appear busy doesn't mean people are not working. It is pretty damn difficult to do anything at an apple store without an appointment. If you break your phone, you better go online and make an appointment or be prepared to make an appointment for hours later when you get to the store. Obviously there are exceptions, but generally speaking it is best to make appointments, especially with new phones where they are reservations times for a reason.

 

[brentsg]

Just because the store doesn't appear busy doesn't mean people are not working. It is pretty damn difficult to do anything at an apple store without an appointment. If you break your phone, you better go online and make an appointment or be prepared to make an appointment for hours later when you get to the store. Obviously there are exceptions, but generally speaking it is best to make appointments, especially with new phones where they are reservations times for a reason.

If you are using the store for repairs or troubleshooting then sure. If you need config help then sure.

They MUST dedicate people to sales. None of this makes any sense no matter how much people try to defend it. If you can’t walk into the store and walk out with a new product they have in stock they have failed.

 

[The-Real-Deal82]

Just because the store doesn't appear busy doesn't mean people are not working. It is pretty damn difficult to do anything at an apple store without an appointment. If you break your phone, you better go online and make an appointment or be prepared to make an appointment for hours later when you get to the store. Obviously there are exceptions, but generally speaking it is best to make appointments, especially with new phones where they are reservations times for a reason.

This is why I don’t buy phones directly from Apple. If something breaks I expect it to be resolved starting at the point I first report it, not have to book a Genius appointment that I can’t get for a week. At least with a carrier it can be reported and the pressure can be put on them to resolve it immediately.

 

[LarryJoe33]

Customer service at an Apple Store definitely is not what it used to be. I have come across "geniuses" with attitudes that they would never have or show in the past. I have also noticed a sharp decrease in product knowledge. I know more than them 90% of the time. The whole experience is different than a few years ago. Either Apple isn't paying and lowering their hiring standards or it's just a result of a great economy. More jobs (supply) than good people (demand). I tend to think the latter. Even Amazon's gold standard customer service absolutely blows these days.

 

[bp1000]

Buying one of the worlds highest selling phones is never going to be straight forward on or near release day.

These rules are just to avoid extreme chaos and borderline anarchy.

it would resemble something like the Black Friday free for all’s

The 4 hour thing is probably an off site stock reason of expected delivery.

Best to get everything in order online for in store pickup.

 

[JCon63]

The store looked like always, it wasn't particularly crowded. I asked a sales guy for an iPhone 11. He told me that I need to wait in line, and that it could take some time. They have set up a belt barrier that could easily accomodate like 100 people but there were only 4 people waiting. Still, it was supposed to take 15 minutes. He told me that once it's my turn I can tell them which model I want to have and then, we would make an appointment for about 4 hours later where I can come again and pick up my phone. I asked him if that was supposed to be a joke, but he was serious.

What is going on? It should take like 2 minutes to go to the back and get the phone, and another minute for me to pay with my credit card. Can't they just hand their phones over the counter like they do with all the cases and headphones lying around?

Is this a "designed Apple experience" that is supposed to make me feel special to buy an iPhone? It's not like I'm buying a car, it's a phone. Wow, I remember when I actually enjoyed going to an Apple Store. Meh. Must have been decades ago.

Same exact thing happened to me in Salt Lake City. I stood there for a minute, they took my name and set up a reservation for an hour and a half later. There were 5 people in this make shift line, store not busy at all.... I went and sat in the open air area of the mall. After about 10 minutes I felt ridiculous waiting like a sheep. I got up and left. I was going to buy a Pro Max and AW 5 SS that day and both were in stock. I think it is so silly of Apple to treat these early releases like it it some earth moving event. It's not. It's only stuff........

 

[saberahul]

I do feel that customer service at apple stores has gone downhill over the last 4-5 years. I used to love going there and get VIP treatment and respect. Now it’s like “get out of my way” attitude.

 

[PBz]

Customer service at an Apple Store definitely is not what it used to be. I have come across "geniuses" with attitudes that they would never have or show in the past. I have also noticed a sharp decrease in product knowledge. I know more than them 90% of the time. The whole experience is different than a few years ago. Either Apple isn't paying and lowering their hiring standards or it's just a result of a great economy. More jobs (supply) than good people (demand). I tend to think the latter. Even Amazon's gold standard customer service absolutely blows these days.

Unfortunately, I have to agree with this.

 

[mtneer]

Thank heavens that Ahrendts got unceremoniously dumped to the curb. Just wish that Apple quickly unwinds her policies and erases any proof of her infestation from the company.

 

[kirk.vino]

In most cases, reserving online for a pickup is an ok experience. Except, the 5th Ave store. On Tuesday the wait there was 90 mins for those who reserved! It was rather ridiculous and clearly done on purpose, as both lines, walk-ins and pickups, are outside next to the glass cube and that generates all the buzz to make it look like everyone wants to buy the new iPhones. The Grand Central store is a totally opposite experience with 1-2 people in the pickup line. The walk-in line is still long though, but that's rather understandable this week.

 

[JagRunner]

Apple does this on purpose to make it seem like the launch is better than it really is.

No one is flocking to buy the new phones like they did in the past. Only us tech nerds care...most people I know don't give a crap and they are keeping their current phones because to them it hasn't changed much over the past few years. People are keeping their $1000 phones longer now.

I went to the Apple Store in my area over the last weekend and it wasn't any more packed than it normally is. I saw maybe 3 or 4 people waiting outside in line.....with this ridiculous barrier for 4 people lol I went just to look at the new phones. I refuse to buy in an Apple store because the process is so annoying. I could walk in and out of a Best Buy in like 10 minutes. That is what I did last year with the XS Max....went to Apple to look at them....placed my order on the Best Buy app while in the Apple store and it was ready when I got to Best Buy.

Apple is starting to annoy me. If Android wasn't so crappy I would have left already lol

 

[mattopotamus]

This is why I don’t buy phones directly from Apple. If something breaks I expect it to be resolved starting at the point I first report it, not have to book a Genius appointment that I can’t get for a week. At least with a carrier it can be reported and the pressure can be put on them to resolve it immediately.

It's the worst with a Mac. I always have to buy a loaner and then return it when mine is done being repaired.