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Tried, Failed to Buy MacBook in Apple Store

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Falk3r

Falk3r

macrumors newbie
Original poster
Jun 9, 2009
29
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I'm sorry, that story was taking away from our time to discuss how great Apple is. Let's get back to the task at hand: Apple. Is. The. Great. Est. :D

Can I get an amen?

:apple::apple::apple::apple::apple::apple::apple::apple::apple::apple::apple::apple::apple::apple:

So, I've been slowly talking myself (and wife) into an Apple laptop over the past year or so. I've always wanted to make the switch and a HDD failure in our present laptop (early January '10) seemed to be the tipping point. "Let's do it."

After waffling between the MBPs and MBs... waiting a few weeks to see if Arrandale chips would emerge... we were perusing the Boca Raton, FL Apple Store and made the decision. Let's snag the MB.

At $200 less than the 13" MBP, it's got a larger HDD and is missing a port I won't use, a card reader I can do without, and some aluminium and backlit keys. Deep breath. The wife nods. Game on.

I grab a wandering Genius (Ashley) and just chat a little bit about the machines before pointing to the MacBook and proudly proclaiming, "I'll take that!". She's polite and apologetic, she has an appointment shortly to help another patron with their Mac so she'll have to get someone else to set me up.

"Sure, no problem. I'll be right here." I begin caressing the cool, smooth polycarbonate body. Testing the keys. Taking it to some of my favorite websites and gently cooing "We'll be at MacRumors every day. It'll be like your new home!"

Five minutes pass. I've done my usual internet rounds. No Geniuses in the area to set me up. *shrug*

Ten minutes pass. I begin nervously glancing around... Ashley's not in the store. Must be in the back room. That's fine, I'll whip out the iPhone and doodle on that a bit.

Twenty minutes pass. Nobody has even made eye contact with me. The wife's getting a little antsy. Okay. If they're not willing to come hand me a box for my cash, I'm outta here. We leave. Empty handed.

On the way out, I see people sitting around the mall laughing and smiling (in slow motion) with their Apples. They're so happy. I am not. The lack of service starts to burn. I'm not happy.

Could I just go buy one online? Sure. But where's my instant gratification? Where's my Genius to smarmily talk me through the major features? Now, I'm not sure if I want the MB. Or even the MBP. *sigh*

What's a guy to do? Is there any sort of customer support/feedback email I can pass my tale of woe on to?

- Disillusioned & Laptopless in Boca
 
Apologies, I don't know the difference between a Genius and a Specialist. It was someone in a blue shirt with an Apple ID. It very well could have been a Specialist.

Here was I thinking they were all Geniuses. :D
 
I think you missed one other option.

Try to get another Apple Store employee to help you.

I would maybe wait for five minutes, but twenty without doing something by myself (using the MB excluded), is just pushing it.

In retail the chain of communication might get interrupted or the employee you asked first was just to busy or lazy to talk some other employee into helping you.

If you want something you have to do it yourself.


Feedback can be given here: www.apple.com/feedback
 
So YOU didn't approach someone else after a few minutes. Ashley screwed up and probably forgot you. However, YOU screwed up by not speaking up.
 
Falk3r said:
Wow, note to self... don't suggest Apple is at fault in an Apple forum.
Click to expand...

So it is entirely Apple's fault?

What would you do at a Best Buy or any of the other big retailers?

Wait for smegging 20 minutes? If you don't get served at a restaurant for twenty minutes, after someone told you they would send someone else, wouldn't you take the hint and make yourself known (telling them you want to give them money)?
 
Well, but it's a little of both. I see your point: it's atrocious that not one person approached you for 20 minutes. My Apple Store is crawling with so many that it's hard to get through the herd.

But it's also bizarre that you'd stand there for 20 minutes without taking a *slight* bit of initiative as well. Granted, the onus is on THEM to take that step, but it doesn't paralyze you in the meantime.
 
At least in all the Apple Stores that I've visited, there are one or two "Concierge" people staffed throughout the store (usually one at the front door and one by the genius bar). They're the people you need to talk to. Whenever I've got to purchase something, they'll make sure that someone finds me soon to start the transaction, and if not, I always know where to find them.

One of the things I love about the Apple store is that staffers aren't constantly hounding me while I browse. At best buy, I can't go 5 minutes without someone bothering me, even if I'm browsing an area where I clearly wouldn't need help obtaining the product (i.e. DVDs or Games).

I can understand your frustration with the one specialist you did talk to. I'd be pissed too. Though I agree with other's that there was always the option to find someone else.
 
Falk3r said:
Wow, note to self... don't suggest Apple is at fault in an Apple forum.
Click to expand...

I said Ashley (of Apple) screwed up first. YOU seemed to have missed that. If you feel you were somehow slighted you can:

1) Never own an Apple product (that'll show them what's what)
2) Go back in person and stand up for yourself
3) Order from the Apple online store (it won't ignore you)
 
MattOKC said:
it's also bizarre that you'd stand there for 20 minutes without taking a *slight* bit of initiative as well.
Click to expand...

Let's be straight, I was not sheepishly waving off inquisitive looks from other employees... rather I was pacing the width of the store trying to catch the attention of someone and get the universal "I'll be right with you" nod.

I did hesitate to venture too far from the laptop tables, because I didn't want to miss my impending help. "Go help the guy with the laptops" wouldn't help if I were to wait in line at the bar.

Yes, if I were a dedicated Apple fanboy, I would not have left empty handed. Hell, I could have ordered one online from the in-store machines if everyone else dropped dead. The point is, I am on the fence. I am not a sure sale. I was a lost opportunity.

I do not come here looking for you to bash me for my lack of devotion. I came here asking for an email address which could be used to provide constructive criticism and improve their in-store performance.
 
Wait, so this Ashley was a putz and you stood around in the most passive aggressive way possible until you grew overly antsy and walked out? I would take some of the nerve behind your post here and apply it to real life. You can a) return and buy a MacBook; even during the busiest hours and busiest days (Christmas Eve) I have managed to gain the attention of someone to help me get what I want or b) buy online.

So you don't have a MacBook and you have a story to tell that makes you come off as someone who cannot assert himself enough to even get some Catsup at a fast food joint.

My friend, disillusioned is not the issue here. I hope you muster up the courage to return to the store and ask for a MacBook. If 5 minutes pass and you're still without a MacBook in sight then you ask another person. In the end if you wind up with three associates holding MacBooks for you, pick one and walk to the front (or they can check you out on the spot).

Your experience, when compared to mine, is rare. Usually I am either telling them to go away or asking them for something and having three others ask me if I've been helped while I wait. Then again maybe I hold my head a bit higher than yours. :)

If you are reluctant perhaps call ahead and book a shopping appointment but before that speak to management and see if they can't "set you up" in advance. I don't think it warrants anything more than stellar customer service the next time around. Either that or chill out at Best Buy and see how well that goes.
 
Falk3r said:
...
I came here asking for an email address which could be used to provide constructive criticism and improve their in-store performance.
Click to expand...

spinnerlys said:
....
Feedback can be given here: www.apple.com/feedback
Click to expand...



PS: You don't need to be an Apple fanboy to properly shop at an Apple Store (something I never did, as there are no Apple Stores in Germany to buy from - now there is one in Munich though), off or on the line.
 
You also have to consider how many people just come into an apple store and just play around with the stuff. You stood there for 20 min. "browsing" on the computer and "playing" with your iphone. I could see how you would look like just about 1/2 of the people that walk into there to mess around. If you wanted it that bad you should have gone up to someone and said can you get this for me please and thank you. Assert yourself and you'll get what you want.
 
To be honest I've gotten better sales experiences in the Mac section at the local Best Buy.

I don't really go to the Apple Store anymore unless it's online.
 
jessica. said:
you come off as someone who cannot assert himself enough to even get some Catsup at a fast food joint
Click to expand...

Thanks for your help, Jessica.


At what point do I quit bothering to defend myself against anonymous internet forum trolls? Something tells me it would be an endless duty. sigh
 
Falk3r said:
Wow, note to self... don't suggest Apple is at fault in an Apple forum.
Click to expand...

Don't worry, I'm right there with you. I'm actually surprised you talked to anyone at all.

My Apple Store has become a nightmare, and I refuse to go any more. Every employee visible is either "busy consulting on a customer issue" (chatting with a co-worker or visiting buddy) or deliberately trying to avoid eye contact as they rush to the back room. All the "concierge" wants to know is if I have an appointment, and if not they'll "try to find someone to help." They never try very hard.

The only time I can talk to anyone is when I have a Genius appointment, and those are always running 15-20 minutes behind schedule if you can even get one. I tend to call Applecare and get them to send me a shipping box when I need repairs.

My local store has even removed most of the third party merchandise from the showroom and moved it into the back so there's absolutely no chance to run in and pick up something quickly. You're forced to hunt down and try to get the attention of an apathetic salesperson.

I know Apple is proud of how busy their stores are, but they really need to re-think the shopping experience. I shouldn't need to schedule an appointment to pick up an iPod Shuffle. And yes, I have contacted Apple to give them my opinion and have even gotten a call from the store manager, but my problems remain.

I'll stick to ordering from the online Apple Store. My items usually arrive by the next day anyway and I avoid the frustration. To the OP, this is what I'd recommend.
 
::shrug::

I have the same problem as jessica. Usually I have to tell the sales people to go away, or I have to repeat myself five times to tell them I don't want any of the extra unnecessary crap they tell everyone else they "need."
 
Falk3r said:
Thanks for your help, Jessica.


At what point do I quit bothering to defend myself against anonymous internet forum trolls? Something tells me it would be an endless duty. sigh
Click to expand...

Ummm if I had to put a specific date/time on it I would say today and right now. You see you asserted yourself to actually make this thread which was kind of brave considering it was best summed up with "I can't ask for what I want so I didn't get to spend my hard-earned money on it." I guess I personally would have redirected some of that frustration and either called the manager of the store and went elsewhere to shop, called the manager and returned after hearing the 20 year old college student apologize to you, or returned to the store to buy what I wanted and used it to write a scathing letter to Apple about the experience. Any of the three could work and possibly combining two of them may yield even better results.

I think this thread is comprised of failure, entitlement, a desire to show you how you may have been wrong though I think we can all agree that Ashley is a bit of a putz, and of course displaced empathy.

Should you be treated like that when you're about to drop over a grand in their store? No, not even a little. However, you sort of control the vehicle that will ultimately get you what you want. Now it's your turn to stop defending yourself and go get that lovely MacBook that you know you want.

When you get back use it to write to Apple and then respond here and tell us all to suck it. You can do that because it's the internet. :D

Good luck in your ventures.
 
Falk3r said:
Thanks for your help, Jessica.


At what point do I quit bothering to defend myself against anonymous internet forum trolls? Something tells me it would be an endless duty. sigh
Click to expand...


If anything, you kind of come off as a troll.

You're complaining about not being assertive enough in a store to get some help. Sure, this Ashley screwed up, but after waiting a few minutes, you should have asked someone else for help. Instead, you surfed the web on a demo MB and on your iPhone. Perhaps the other employees assumed you didn't want to be bothered?

Here are two words that will help you the next time you are in a store: "Excuse me?"

It works. Really.
 
Falk3r said:
At what point do I quit bothering to defend myself against anonymous internet forum trolls? Something tells me it would be an endless duty. sigh
Click to expand...

Oh boohoo, these people are not being trolls, they are pointing out your lack of a spine to simply go up and ask someone else for help. Is that so hard?

Instead, you admit that you paced back and forth for 20 minutes (!?) hoping to get someone's attention. THAT is THE most passive-aggressive behavior... and you would have saved yourself a lot of time and heartache if you would have just gone up to someone else and said "excuse me, I thought someone was helping me but they disappeared, I want to buy this." Simple as that.

But every indication from your initial whining post to your subsequent defensive posts show that you are the type of person that blames the world for all of your faults and then wonders why people are being mean to you when they are simply trying to point out to you how you could have fixed the situation... if you don't get that, then YOU are the Troll just trying to spread more FUD (like Eidorian does all the time.)
 
infowarfare said:
Oh boohoo, you are the type of person that blames the world for all of your faults and then wonders why people are being mean to you when they are simply trying to point out to you how you could have fixed the situation
Click to expand...

You're so right, infoware :D. I'm sorry it took such a heavy hand to show me the truth. I've edited the OP, so hopefully this won't be an issue any longer.

:apple:
 
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