Yesterdays visit to the Mapple Store! (17" Uni)

[crazylegsmurphy]

So yesterday I was in the Mapple store (about an iPhone problem) and I got to talking to the "genius'" about the MBP 17". I figured I would relay some of the information I got.

First of all, I had to get myself away from the uber fanboy who wouldn't leave me along (see end of post for this story).

I then talked to another employee about the display being dimmer and his response was, "Ya, when they first came in they were pretty dark. I'm not sure why, but the "marketing guys" came in and calibrated it or something and now it's the same...so they must have some strange out of the box setting."

I also asked him about the policy on dead pixels and he said it was covered, to just bring it back in.

I asked him what happened in the event my MBP isn't working, but it's simply a part that needs replacing (logic board, HD, monitor). He said that I could take my notebook home while they order the part, and then bring it in to get it replaced so I wouldn't be without a computer for days.

I asked him about the (9c98 or 9c99) monitors and he had no idea what I was talking about, or how to find out.

I asked him if he had heard of any of the graphical issues people have been talking about and he said he hadn't heard a thing.

So, take that how you will, but those are the answers I got.

________________________

Mapple "Genius"

As this is really my first time actually interacting with people at the Mapple store, I was curious to see how it would go. Being a weekday it was nice to be able to browse around without all the customers buzzing around drooling on everything.

I was sitting there playing around with a MBP 17" Uni when an employee came up to me and asked if I needed help. I told him I had ordered one and it was coming in the mail, so I was just messing around with it.

He started in with, "Well, may I ask you a few questions?" to which I replied of course....

He went on to try and up sell me on anything and everything he could think of from cables, to Mobile Me, to everything.... When I told him that I was good, he said, "Well, it looks like you've thought about everything then haven't you!"

I could tell he was getting a little cranky with me because I wasn't biting with his super amazing Mapple sales technique, and so he switched gears and started explaining how many amazing things the MBP could do that apparently my Vista machine can't.

"You'll never have a problem syncing your iPhone again, how cool is that!?"

And my reply was, "I have never had an issue..."

He then went on to say, "Well, did you know that you can back up your HD onto 20 gigs of online space with Timewarp (or whatever the hell he called it)...you can't do that with your PC I bet!"

So which I replied, "I am a web designer, I have Gigs and Gigs of space I could use to back up if I wanted....that's cool though."

At this point he kept going off on how the Mapple was so amazing, and how I should get some more accessories...I finally said, as politely as I could, "I'm sorry, but I just spent $3200 on this very notebook, I think I'm good for now."

I could tell he was gearing up for another sales pitch, but my name was called for my apt. and I was saved....Do those guys work on commission, or do they get HJobs from Steve if they sell a certain amount. I hate high pressure sales combined with fanboy mentality!!

 

[Sky Blue]

Mapple?

 

[Sky Blue]

It's pretty hard to see any information through your smaryness.

 

[ZachsMacDaddy]

A reference to the Simpsons episode?

 

[xlii]

What is a Mapple store? Are you in Canada? Maybe you'd have had better answers if you had gone to the Apple Store.

 

[crazylegsmurphy]

What is a Mapple store? Are you in Canada? Maybe you'd have had better answers if you had gone to the Apple Store.

Please refer to the previous post.

 

[kolax]

I don't think they work on commission...

There's two types of salesmen in the Apple Store - the actual conventional salesman who'll try to sell you everything under the sun because he wants a good sale, commission or not, it looks good to show your manager that you just made the store $4,000 with accessories in one sale.

Then there's the salesman who isn't bothered about making hundreds of sales, but instead is extremely passionate about Apple, and wants to sell you everything because he thinks you'll love it.

Not sure which salesman you ended up with though.

 

[Knolly]

Hmm... Not sure if they work on commission or not, but salesmen are salesmen, no matter what company they work for. I'm not a huge fan of Apple stores myself just due to some pretty bad experiences with getting my computer fixed under warranty...

 

[crazylegsmurphy]

but salesmen are salesmen, no matter what company they work for.

No, you're right. I worked in retail myself for many years putting myself through school so I understand that. I think what was so off putting to me was that there is so much "buzz" around how this company is so "amazing" but then to walk into the store and get high pressure sales techniques seems like such an old school concept.

When you watch the "PC vs. MAC" and the other Mapple commercials you get this idea that it's all laid back and casual. Yet you walk into the store and there are these blue/orange shirted "worker bees" buzzing around trying to sell you everything.

I appreciate help when I go to a store and the second employee was pretty cool about things. It was that first guy though....I would have walked out if I hadn't had an apt.

 

[aristobrat]

I could tell he was gearing up for another sales pitch, but my name was called for my apt. and I was saved....Do those guys work on commission, or do they get HJobs from Steve if they sell a certain amount.

Nope, they work for a flat hourly wage. Their job is to explain all of the products and services that Apple offers (MobileMe, ProCare, One to One, AppleCare, etc). Whether or not you want to buy any of it factors not one bit into how they are financially compensated.

And for what it's worth, the Geniuses are the ones that work behind the bar repairing things. People you talk to on the floor are either Specialists or Concierges.

Apple regularly surveys customers that purchase things in the Apple Store. If an employee causes a customer to submit an overall satisfaction rating of less than 8, and the customer mentions that its because of the employees "high pressure techniques", you'll bet the manager follows up on that, and it won't be to congratulate the employee.

 

[crazylegsmurphy]

Nope, they work for a flat hourly wage. Their job is to explain all of the products and services that Apple offers (MobileMe, ProCare, One to One, AppleCare, etc). Whether or not you want to buy any of it factors not one bit into how they are financially compensated.

And for what it's worth, the Geniuses are the ones that work behind the bar repairing things. People you talk to on the floor are either Specialists or Concierges.

Apple regularly surveys customers that purchase things in the Apple Store. If an employee causes a customer to submit an overall satisfaction rating of less than 8, and the customer mentions that its because of the employees "high pressure techniques", you'll bet the manager follows up on that, and it won't be to congratulate the employee.

Well I hope they tone that dude down a tad. Like I said, I would have greatly appreciated him showing me what my new computer will do when it comes in, but I really didn't need to sit there and be bombarded with a "MAC vs. PC" ad for 15 minutes.

Plus, I mean....this happened when I went to Futureshop as well and asked for a Mini-DV cable for my 24" monitor, and he said, "Well, can I interest you in an open box display, it's amazing, I can give you an amazing deal!!"

That is twice now I have had Mapple high pressure sale me into something I didn't need. I really feel sorry for those old moms and dads standing there all doe eyed as their bill goes up and up.

Based on my experience, I will only shop online unless I REALLY need to go to the store. It's like running a blue and orange gauntlet in there!

 

[Bobioden]

Maybe he would have treated you differently if you quit calling the place "Mapple".

 

[MattZani]

Been to an Apple Store 3 times, and every time, the Sellers were helpful, and didnt try and sell me anything, which was nice really.

The nicest thing was, when talking about a MacBook Pro (Classic) they actually took me seriously when i mentioned buying one, even though im 15.

Alot better than anywhere else i have used, smelled nicer too

 

[crazylegsmurphy]

Maybe he would have treated you differently if you quit calling the place "Mapple".

Maybe, but he would probably find fault no matter what I called it. Anyone who gets insulted by someone poking fun at a company, really needs to check their priorities.

No one cares when you call McDonalds "Rotton Ronies" or "McDicks" yet if you insult the mighty Apple, then you'll feel the wrath. Like I said before, it's simply a tactic to distract from the original idea. If it wasn't my spelling of the company, it would have been my age, or my intelligence level, or spelling general, or my lack of avatar, or my join date, or my post count.

 

[aristobrat]

Well I hope they tone that dude down a tad.

That's why Apple has that customer satisfaction email program in place. Makes it pretty easy to spot trends where customers are getting frustrated by specific employees. (Also used to recognize employees that do a consistently great job pleasing customers).

That is twice now I have had Mapple high pressure sale me into something I didn't need. I really feel sorry for those old moms and dads standing there all doe eyed as their bill goes up and up.

I wouldn't worry too much. Apple's overall net promoter score (the number of customers that rate the satisfaction of their store visit at 8 or higher <again, on the 0-10 scale>) is way, way higher than other retailers, so chances are that those old moms and dads are more likely to be taken better care of in an Apple store than elsewhere.

Based on my experience, I will only shop online unless I REALLY need to go to the store. It's like running a blue and orange gauntlet in there!

Sounds like that's definitely best for you!

 

[wesrk]

He did provide some information, just read above the line and you can see it, how known or unknown that information is, that's for whoever reads this since they might not know those specific facts. I didn't know about the dim screen, good to know now.

about the employee asking you questions, that happened to me once but not at that level. When I bought my mbp last year I was there and this girl came up to me and asked me just general questions about the store (Chandler, AZ), whether or not it was well lit, 5 questions at most... she was asking the costumers, I thought they were remodeling the store, but I came back sometime in December and it looked the same.

 

[crazylegsmurphy]

I wouldn't worry too much. Apple's overall net promoter score (the number of customers that rate the satisfaction of their store visit at 8 or higher <again, on the 0-10 scale>) is way, way higher than other retailers, so chances are that those old moms and dads are more likely to be taken better care of in an Apple store than elsewhere.

I am personally be skeptical of this. What is sometimes perceived as "good service" is simply a reaction to being overwhelmed with information.

We learned all about this in training when I worked at companies like Sport Chek. They would show us how by basically giving them "techno babble" about shoes/skates/etc. many customers simply felt they were treated better than if you just talked to them in plain English.

My friend and I, (this is about two years ago) stood in Futureshop watching the people be sold Mapple's and it was so amazing to watch them nod as the employee put stuff on the counter, "You'll need this, and this, and this is awesome, and this will really help you!"

I realized more and more than Mapple's external marketing is really designed to create a false sense of casualness that prepares people for when they get in the store. They have these laid back people that look all smiley and cheery, but it's different when you walk into the store.

Sport Chek did the same. They would market the employees as "sports experts" and I think the slogan was, "We not only sell sports, we play them!" or something equally stupid. In my interview they asked me, "Do you play any sports?"

I said, "I played hockey for 13 years, and Rugby for 6, but I haven't played sports in probably 5 years" and they were like, "good nuff!"

I'm just realizing that this company is very good at what they do. They know how to market and sell product and that is what they're out there to do. What they do better than other companies is wrap that idea up in a nice little glossy finish, take away most of the thought and research people need to do, and just sell sell sell.

 

[mac jones]

Apparently, "Mapple" wasn't a mistake

 

[crazylegsmurphy]

He did provide some information, just read above the line and you can see it, how known or unknown that information is, that's for whoever reads this since they might not know those specific facts. I didn't know about the dim screen, good to know now.

Actually, this is one of the questions I wish the employees did know. Saying, "Some marketing guys came in and adjusted them" isn't really helping anyone.

(I picture some Agent Smith looking guys walking in, shutting down the store, fiddling around, then walking out all without saying a word).

They really should have explained to the people working there HOW this was done, but more importantly, if they have the knowledge to do this, why isn't that knowledge on the Mapple site?

If I get my MBP on Tuesday and I have to spend time dicking around with it to try and get it brighter then I'll be cranky, especially because apparently it can be fixed.

 

[winninganthem]

Can't expect floor salesmen to know the difference between the panel types. I only learned about that after becoming a Macrumors nerd ...

 

[crazylegsmurphy]

Can't expect floor salesmen to know the difference between the panel types. I only learned about that after becoming a Macrumors nerd ...

You wouldn't read the forums if you worked at the store? That's all I am saying, don't call your employees "geniuses, specialists, uberawesomecomputersupernerds" if they aren't.

Not only does it make the company look stupid, but it really doesn't help. To his credit, the guy did pull up this forum (after I told him too) and read through a couple posts.

but, unfortunately, his response was, "Well it seems some people like the matte and some like the glossy"

I just said...."ya...."

 

[winninganthem]

Well, when the Macbook Air came out, I asked this guy working there how feasible it was for video editing, and he told that it was awesome at running Final Cut.

After looking at the specs myself, I became very skeptical (since it ran on integrated graphics), but I guess it determines on what your definition of 'awesome' is . After that I never really expected too much from Apple Store sales people. After all, that guy looked like a high school kid that was there because he liked computers.

You don't really need an in-depth knowledge to sell computers to basic consumers. Most people on MR know things beyond the basic consumer such as panel type, CTO configurations, possible hardware mods, etc. To help a normal customer all you would really need to be able to answer is "can I run MS Word, is it good for Facebook, do I get a free iPod, etc". Most of us on MR can answer the specialized questions ourselves anyway .

So, I wouldn't really blame the Apple Store staff. Just realize that not everyone that works there is a computer engineer.

 

[aristobrat]

I am personally be skeptical of this. What is sometimes perceived as "good service" is simply a reaction to being overwhelmed with information.

So you're trying to make a point that customers making a major purchase will feel "highly satisfied" if they're overloaded with technobabble information? Maybe it's different in the world of sporting shoes?

It's been my general experience that if you overload a customer with information, they walk away feeling exactly how you did ... like employee was trying to use high-pressure sales tactics on them.

My friend and I, (this is about two years ago) stood in Futureshop watching the people be sold Mapple's and it was so amazing to watch them nod as the employee put stuff on the counter, "You'll need this, and this, and this is awesome, and this will really help you!"

You bring up Futureshop a lot in your posts. That's an entirely different retail chain than Apple's retail stores, no?

I realized more and more than Mapple's external marketing is really designed to create a false sense of casualness that prepares people for when they get in the store. They have these laid back people that look all smiley and cheery, but it's different when you walk into the store.

Have you made enough visits to enough different Apple stores to feel that you can really offer an informed opinion on how Apple retail stores, on average, operate? Upon what are you basing your opinion that everyone that walks into an Apple retail store will receive the same experience that you did?

What they do better than other companies is wrap that idea up in a nice little glossy finish, take away most of the thought and research people need to do, and just sell sell sell.

Interesting point, as one of the facts that they tell employees during orientation is that the average customer new to Mac will make between 3 and 5 visits to a store (doing research) before they actually make the purchase.

 

[crazylegsmurphy]

So you're trying to make a point that customers making a major purchase will feel "highly satisfied" if they're overloaded with technobabble information? Maybe it's different in the world of sporting shoes?

It's been my general experience that if you overload a customer with information, they walk away feeling exactly how you did ... like employee was trying to use high-pressure sales tactics on them.

The difference is knowing when someone has the knowledge. When I worked at Sport Chek they trained us to ask questions to assess the customer knowledge. If I started talking about how amazing Brand X was and the person was really into hockey, they would be insulted and I would loose the sale, but if they're say parents buying skates for their kids, the more "jive" you can give them, the more they would stand there and be like, "Sounds good, wow!"

The kids would be like, "See mom, super crazy carbon fiber cheese grater plastic...exactly what I need!!"

(on a side note I was fired because my sales were low....I hated doing that and tried to be honest...I sold a lot of perfectly fine skates to kids, but they weren't the $300 pair so my sales numbers were in the toilet)

You bring up Futureshop a lot in your posts. That's an entirely different retail chain than Apple's retail stores, no?

No, they have Mapple sections with employees who don't work for Futureshop.

Have you made enough visits to enough different Apple stores to feel that you can really offer an informed opinion on how Apple retail stores, on average, operate? Upon what are you basing your opinion that everyone that walks into an Apple retail store will receive the same experience that you did?

There is only two in my province that I know of. One is 2 hours away, the other is 5. Regardless, I'm not sure I understand what you're point is. I was giving MY experience with the company, others will have better, others will have worse.

This is my opinion based on my experience.

Interesting point, as one of the facts that they tell employees during orientation is that the average customer new to Mac will make between 3 and 5 visits to a store (doing research) before they actually make the purchase.

Well...I can't speak to this directly as I have only your word to go on, but if I had to guess, I would say that it's not so much research as it is deciding.

The reason I say this is that there isn't a whole lot of choice when you're getting a Mapple product. For the average user they're choosing based on size (13" - 15" - 17"). The computers aside from that are basically identical. If you want an iPod you get (Nano - Touch) and if you want a phone...it's iPhone.

Most average consumers are probably considering price over everything else in the case of this company because it's a fact they aren't cheap. Consumers are lead to believe "They just work" and so it comes down to, "Can I look at facebook, and do my taxes?"

The people I have seen in the store are basically "playing". They click stuff, open programs, listen to the music, press the keyboard.....basically they're putting their hands on the products and fighting the impulse. There is a "Status" around owning these products so many people simply appear to be happy just to be able to touch one.

They're really no different from any other PC's out there...but people have been trained to believe there is.

 

[gathart]

Have to agree with you, partly

yes you are right, apple stores and the whole apple concept of beauty, easiness to use and dare i say it, coolness, might hide the fact that Apple is a company with shareholders who wants profit. And those nice boys and girls, and who are very helpful are in essence just like any other car sales man.

I love apple, but i can see beyond their slickness