I've been trying to figure this out for a while now. The majority of them are not knowledgeable at all about the products they're selling, and give out mistaken advice like it's gospel truth instead of asking someone who knows better than they do. Even the folks at the Genius bar repeatedly turn down repairs that I know for a fact are covered by Apple. I've walked after a disappointed customer many a time to encourage them to call 1-800-SOS-APPL after the Genius Bar told them Apple won't repair something I know it will. Every time I go into an Apple store I see herds of them standing around, occasionally asking someone if they need help, then ignoring the next 3 people who walk up and ask for help by walking into the back room. In fact, when my week-old Mac KP'd recently, I had to talk to 3 separate employees before one of them would actually set up a Genius Bar appointment for me, after I'd repeatedly explained that the only computer I had to set up the appointment wasn't starting up! And even then, it took telling them that if I couldn't get my new computer looked at that day, I might as well return my entire purchase and take my business elsewhere. I have a lot of experience working retail, and I may not be the easiest customer in the world to work with sometimes (see above) but I honestly have to wonder how some of these people stay employed. Is Apple looking more for image when they hire over customer service and knowledgeably? Is this just my region?