iPod touch Why are Apple Store employees so uneducated?

[jaypee68]

I had scheduled a genius appointment for tomorrow but had decided to call the store to see if the appointment was the best course of action to get my iPod Touch's screen problem resolved, or if I should just RMA it back to Apple.

The girl who answered said that they had some in stock to do an exchange and I asked her if she knew what week they were produced in, and she said she wasn't a tech and didn't know and would transfer me to Applecare or some tech department and I said that I didn't need a tech and that I just wanted her to look on the back of the box. Well I guess that box reading was too technical for her since I ended up talking to a tech.

So the tech is on the phone and I told him I needed to exchange my iPod Touch. He asked me what was wrong with it, and I told him that it had "the screen problem", he then said... get ready for it... "What screen problem?" I about **** my pants. I said "you know, the negative black issue." This guy either had no clue as to what I was talking about, or he was just being an ass so he didn't have to deal with it.

This tech asked me if it was something that had been addressed on the Apple website and I said no. He then proceeded to tell me "then there is no screen problem." So this guy is basically telling me that unless Apple officially comes out and says yes there is a problem, puts it on their website, and Steve Jobs transmits it telepathetically into their brains while they sleep, there there is nothing wrong with my iPod and I would be charged a 10% re-stocking fee for an exchange.

I'm not saying that this guy should be reading every tech blog in the world, but if this issue is being discussed on EnGadget, TUAW, Think Secret, Mac Rumors, Appleinsider, and Wall Street Journal, don't you think a tech would know about it?

 

[colincampbell]

That doesn't make him uneducated... It's also Apple's fault more than anything else. It's not his fault if noone has informed him of the issue. I don't think any of them are aware of the issue. I remember I asked the sales rep about the issue and she said she didn't know anything about it, but did get a lot of people asking her.

 

[iZaid]

of course apple know about the screen issue, they just dont admit it.

 

[jaypee68]

That doesn't make him uneducated... It's also Apple's fault more than anything else. It's not his fault if no one has informed him of the issue. I don't think any of them are aware of the issue. I remember I asked the sales rep about the issue and she said she didn't know anything about it, but did get a lot of people asking her.

Ok so maybe I was a little harsh, but he really acted like nothing is wrong, I mean if you work in an Apple store where iPods are being exchanged/returned for a screen issue wouldn't you know that there WAS an issue? He was acting like unless Apple says the sky is blue, it's orange.

I mean even Best Buy knew there was an issue and were exchanging them. I would have had mine exchanged there earlier this week if it wasn't for the fact that I would have been exchanging a week 38 for a week 37.

 

[gloss]

I dunno, the guys at Tysons Corner, VA seemed to be aware.

 

[Feverish Flux]

Ok so maybe I was a little harsh, but he really acted like nothing is wrong, I mean if you work in an Apple store where iPods are being exchanged/returned for a screen issue wouldn't you know that there WAS an issue? He was acting like unless Apple says the sky is blue, it's orange.

I mean even Best Buy knew there was an issue and were exchanging them. I would have had mine exchanged there earlier this week if it wasn't for the fact that I would have been exchanging a week 38 for a week 37.

Guess what?

No one knows or is expected to know the build week of the iPod Touch you want and you have unrealistic expectation if you think you can walk in a store and pick a week build. You were being a bully.

The guy on tech support has to get more information from you. He can't just go "Oh yeah, the screen issue." All tech support requires proper triage and troubleshooting regardless if you think you know what is wrong already.

 

[jaypee68]

Guess what?

No one knows or is expected to know the build week of the iPod Touch you want and you have unrealistic expectation if you think you can walk in a store and pick a week build. You were being a bully.

The guy on tech support has to get more information from you. He can't just go "Oh yeah, the screen issue." All tech support requires proper triage and troubleshooting regardless if you think you know what is wrong already.

1. Finding out the build week is as simple as turning over the box and reading the serial number, Best Buy did that for me and I'm sure someone at the Apple store could do the same.

2. It's not unrealistic to ask for a certain build over another, I'm the customer that paid out $400 and got an inferior product. Provide me with satisfactory service, nothing more nothing less, it's that simple.

3. You must not have read my rant very well since I bullied nobody and was just simply amazed that an Apple Store tech that should be "in the know" wasn't aware of what I was talking about because it didn't come from 1 Infinite Loop Cupertino, CA.

4. Don't be a troll.

 

[LethalWolfe]

Ok so maybe I was a little harsh, but he really acted like nothing is wrong, I mean if you work in an Apple store where iPods are being exchanged/returned for a screen issue wouldn't you know that there WAS an issue? He was acting like unless Apple says the sky is blue, it's orange.

Ummm... he's a low tier Apple employee. He doesn't make policy, he doesn't change policy, he just follows the policy dictated from higher up the food chain. If his boss says Apple's official stance is that there is no screen problem he can't deviate from that unless he wants to get fired. You can't have people in a company speaking out of place to the public because all that does is just create confusion.


Lethal

EDIT:

4. Don't be a troll.

Pot. Kettle. Black.

 

[aristobrat]

3. You must not have read my rant very well since I bullied nobody and was just simply amazed that an Apple Store tech that should be "in the know" wasn't aware of what I was talking about because it didn't come from 1 Infinite Loop Cupertino, CA.

If you call the Apple Store that my other-half works at and ask to talk to someone like you did, they'll transfer you to the AppleCare call center. They will not pull an in-store Genius off of the bar to answer a phone call, unless it's specific to a case being handled already at that store.

 

[jaypee68]

Pot. Kettle. Black.

How exactly did I troll?

 

[chelsel]

I've witnessed this behavior in a few Apple stores... I honestly think it's official policy. Don't admit anything wrong. Play dumb... customer will buy anyway... seriously.

If you do admit to a problem then you might lose the sale...

 

[jaypee68]

If you call the Apple Store that my other-half works at and ask to talk to someone like you did, they'll transfer you to the AppleCare call center. They will not pull an in-store Genius off of the bar to answer a phone call, unless it's specific to a case being handled already at that store.

I wasn't expecting a genius or some other upper tier personnel to drop everything they were doing and cater to my immediate need, I was just expecting someone to know what I was talking about since it was being discussed in depth on a lot of Apple related sites the past 2-3 weeks.

 

[colincampbell]

I've witnessed this behavior in a few Apple stores... I honestly think it's official policy. Don't admit anything wrong. Play dumb... customer will buy anyway... seriously.

If you do admit to a problem then you might lose the sale...

You're absoultely correct. Just think, there are the few of us that know about this issue, lets say even tens of thousands at most, but just think about the other hundreds of thousands who don't know and will never even notice the problem. As long as Apple sells to these people, it's all that matters; they need to sell.

UPDATE - The new Ipod update fixes the blackscreen issue so you might want to download it.

 

[LethalWolfe]

How exactly did I troll?

You started out by posting an inflammatory, attacking, not well thought out original post then called someone a troll when they didn't agree w/your opinion. Sounds kinda trollish to me.


Lethal

 

[jaypee68]

UPDATE - The new Ipod update fixes the blackscreen issue so you might want to download it.

Sweet, can't wait to get home then. I love my touch, it's definately one of the coolest gadgets I have ever had so I was really bummed out when I saw that my screen was sub-par.

 

[devilot]

... I was just expecting someone to know what I was talking about since it was being discussed in depth on a lot of Apple related sites the past 2-3 weeks.

People need to realize something FIRST and FOREMOST:


Apple store employees are just that--- STORE employees.


It is an entry-level, retail sales position.

They are there to sell. Not to know the products inside and out. Not to know rumors inside and out. But to know the barest necessary with the least amount of training-- to sell.

I've worked quite a few retail positions as well as direct sales. That's what it always boils down to: knowing just enough to sell. Period.

 

[jaypee68]

You started out by posting an inflammatory, attacking, not well thought out original post then called someone a troll when they didn't agree w/your opinion. Sounds kinda trollish to me.


Lethal

Who and where did I attack exactly? There was no name calling, no berating. To say that someone isn't educated isn't exactly an attack.

 

[colincampbell]

Let's just stop the E-fighting and just be happy campers and enjoy our Touches.

 

[iShak]

I've witnessed this behavior in a few Apple stores... I honestly think it's official policy. Don't admit anything wrong. Play dumb... customer will buy anyway... seriously.

If you do admit to a problem then you might lose the sale...

well in UK (bullring store) I took my Macbook to be repaired under warranty cuz I had a few cracks right where the bezel touches the palm rest and the genius pointed out that I should get me rear casing replaces as well because it has a few cracks near vent,my bezel because it is discoloured and the inverter cuz he 'feels that there might be some flickering going on'

...... they pointed out the problems that I didn't even notice or cared about and fixed them for free ..

 

[LethalWolfe]

Who and where did I attack exactly? There was no name calling, no berating.

From your OP:

Well I guess that box reading was too technical for her since I ended up talking to a tech.

Condescending much?

This guy either had no clue as to what I was talking about, or he was just being an ass so he didn't have to deal with it.

Or he was just following company policy and you are the one being an ass for jumping to conclusions.

So this guy is basically telling me that unless Apple officially comes out and says yes there is a problem, puts it on their website, and Steve Jobs transmits it telepathetically into their brains while they sleep...

Does anyone have a synonym for condescending?

To say that someone isn't educated isn't exactly an attack.

The whole tone of your OP was needlessly negative and venomous. Your complaining about "uneducated" store employees is ironic, IMO, because it reveals your apparent ignorance in regards to knowing the role Customer Service Reps have in a large company.


Lethal

 

[jaypee68]

From your OP:
Does anyone have a synonym for condescending?


The whole tone of your OP was needlessly negative and venomous. Your complaining about "uneducated" store employees is ironic, IMO, because it reveals your apparent ignorance in regards to knowing the role Customer Service Reps have in a large company.
Lethal

Being condescending is far from attacking. If you can't simply turn a box over and read me a number without having a tech involved, then maybe you deserve to have someone direct a condescending attitude toward you in an online forum.

Customer service SHOULD know exactly what is going on. Freaking sales associates at Best Buy knew more than an Apple tech did, if that's not just plain sad, then I don't know what is.

 

[LethalWolfe]

Customer service SHOULD know exactly what is going on. Freaking sales associates at Best Buy knew more than an Apple tech did, if that's not just plain sad, then I don't know what is.

The guys at BB don't work for Apple and don't have to adhere to Apple's company line. If Apple's official stance is that there is no "negative black" problem what do you expect to hear when you talk to Apple's tech support? The concept of "Boss gives employees instructions and employees follow them" isn't that difficult to understand. It's so simple even and "uneducated" Apple store employee can do it...


Lethal

 

[thirdeyeopen666]

Being condescending is far from attacking. If you can't simply turn a box over and read me a number without having a tech involved, then maybe you deserve to have someone direct a condescending attitude toward you in an online forum.

Customer service SHOULD know exactly what is going on. Freaking sales associates at Best Buy knew more than an Apple tech did, if that's not just plain sad, then I don't know what is.

Sorry for all the flak you're taking jaypee... I'm with you on your post. I don't have enough negative things to say about my experience in my local Apple Store. You'll get the people on here who can't tolerate anyone saying anything bad about these employees, because they're just 'poor peons.' Being at a low level in the organizational totem pole is no excuse for treating customers like ****, which is what they are VERY good at, especially the Genius Bar. After 5 iPod Touch exchanges, I can honestly say I've never been more frustrated with Apple.

 

[aristobrat]

Being at a low level in the organizational totem pole is no excuse for treating customers like ****

So he asks a Mac (sales) specialist a product question she's not been trained on, so she transfers him to someone technical. How's that treating him like ****?

 

[jaypee68]

So he asks a Mac (sales) specialist a product question she's not been trained on, so she transfers him to someone technical. How's that treating him like ****?

It wasn't her, it was the to sexy for himself tech. And her issue was that she got discombobulated when I asked her to read the back of a box.