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Eriamjh · Feb 27, 2005, 08:31 AM

I went to the Twelve Oaks Apple Store yesterday and went to the "markdown" table to see what was on clearance.

I noticed that on many of the large items (iMac G5, PM G5s, etc.) there was a green tag written and written on it the reason for returning was "Buyer Remorse".

If there are any Apple Store employees reading this, can you tell me if this is common? Are these returns by PC idiots who think a Mac can run windows? Are these people disappointed with the performance? Are they unhappy with OSX?

Seeing so many of these tags made me sad that the typical PC user is so stuck in windows that even a superior OS is not as usable just because it is different.

Has anyone else noticed this?

ManOfSteal · Feb 27, 2005, 09:48 AM

From http://www.ifoapplestore.com :

Like many retailers, Apple tracks returned merchandise, not only to keep track of inventory, but to determine why it happened--which feeds back to the sales process, Genius Bar operation, etc. If you return a product, a store staffer will eventually fill out a form that includes several fields of information that include the yes/no questions, "Buyer's remorse?" (a common retailing term!) and "Replacement requested?" The questions also includes the reason for the return, any LCD/pixel anomalies noted, any physical damage noted, and other stocking items. In some cases a return is as simple as an unwanted gift, but in other cases it's the result of inadequate sales explanation, unresolvable problems with the product, etc.

Big Mac · Feb 27, 2005, 09:55 AM

Thank you for the link to ifoapplestore.com. I bet there is a percentage of returns based on poorly informed PC people. Others may just be returning to purchase a higher-end model. I myself had buyer's remorse after seeing the new minis come out 25 days after I purchased one as a birthday present. If I could return it I would. I certainly see why, from a business perspective, Apple only gives 14 (or fewer in some cases?) days for returns, but a 30 day policy would be far nicer. On the other hand, I only have myself to blame since I discounted the rumor of a new mini that was posted by TS back in December. Hopefully I'll be able to get some, if not all, of the difference back through my MasterCard.

zigzag · Feb 27, 2005, 10:27 AM

I was at the same store yesterday, and after dealing with some of the sales staff, it doesn't surprise me that there would be quite a few returns due to misinformation. I'm no expert, but some of these people are really clueless - I almost always know more than they do. In one case I asked three different people if a certain type of software was available for the Mac, and they all pled ignorance. As it turned out, the software was sitting right there on the display shelves.

Sadly, it seems that all you need to get a job at an Apple Store is a nose piercing. However, going too hard for youth and hipness could backfire if people don't have confidence in the basic competence of the sales staff.[/rant]

xi_hyperon · Feb 27, 2005, 10:38 AM

Originally posted by zigzag:
I was at the same store yesterday, and after dealing with some of the sales staff, it doesn't surprise me that there would be quite a few returns due to misinformation. I'm no expert, but some of these people are really clueless - I almost always know more than they do. In one case I asked three different people if a certain type of software was available for the Mac, and they all pled ignorance. As it turned out, the software was sitting right there on the display shelves.

Sadly, it seems that all you need to get a job at an Apple Store is a nose piercing. However, going too hard for youth and hipness could backfire if people don't have confidence in the basic competence of the sales staff.[/rant]

That's surprising. One would think Apple would take seriously the training of its retail staff. We can go to CompUSA for that sort "help", if we wanted to.

Big Mac · Feb 27, 2005, 10:44 AM

The reps at the California retail stores I have been to seem to be competent, but I would not really know since I don't spend much time fraternizing. They are busy, and I know my Mac, so I would rather let them help regular customers.

zigzag · Feb 27, 2005, 10:54 AM

Originally posted by xi_hyperon:
That's surprising. One would think Apple would take seriously the training of its retail staff. We can go to CompUSA for that sort "help", if we wanted to.

I've occasionally encountered knowledgeable people at CompUSA. You get some of each at both locations. I get the impression that with all the new iPod business, the Apple stores are starting to hire people mostly because they look young and hip (of course, it doesn't hurt that they'll work for peanuts). With some of them, if you ask any questions beyond the basics, they have to ask someone else. Maybe I'm getting old, but I have trouble understanding how one could spend all day in a store, day after day, and not know the products inside-out.

amsalpemkcus · Feb 27, 2005, 11:05 AM

Originally posted by zigzag:
Maybe I'm getting old, but I have trouble understanding how one could spend all day in a store, day after day, and not know the products inside-out.

They probably are there to help the pc chicks, I mean they rarely meet babes as knowledgeble as you. I would pretend ignorance myself if you are some ugly dude who seems to know a lot. On the other hand, cute girls and women I could use more talking to.

xi_hyperon · Feb 27, 2005, 02:09 PM

Originally posted by amsalpemkcus:
They probably are there to help the pc chicks, I mean they rarely meet babes as knowledgeble as you.

You're going to make zigzag blush.

rozwado1 · Feb 27, 2005, 04:20 PM

I'll 'third' the Twelve Oaks stupidity claim. The one at Somerset has better nerds anyways.

btw - you guys ever find yourselves trying to sell Macs? I was just at CompUSA checkin out the G5s, and I eventually found myself trying to sell this guy a powermac. I was proby talking to him for 20 mins or so and he ended up buying a dual 1.8 for a new home setup. He came into the store looking at a Sony PC. I should get a commission.

Eriamjh · 05:28 PM

Well, stupid or not, the place sure was busy.

Apple might as well just call it "The iPod Store" because those were what were flying out the door.

Spliff · Feb 27, 2005, 04:54 PM

I always thought that "buyer's remorse" refers to that horrible feeling you get when you buy something you really want but can't afford. You're deep in debt but you're Mac is 5 years old. You desperately want a G5 tower, but you know that if you buy it, you're totally screwed. Nevertheless, you buy the G5 and immediately you feel sick to your stomach. You tell yourself that the feeling will pass. You take the computer home for a few days, but the feeling only gets worse. So you return the computer and the feeling disappears (to be replaced by anger at your own stupidity and poverty). That's buyer's remorse.

zigzag · Feb 27, 2005, 05:13 PM

Originally posted by xi_hyperon:
You're going to make zigzag blush.

Can't be done.

It's true, though - they see me coming and think "Oh no, this guy's gonna have complicated questions. I should pass him off so I can score with that college chick." Can't say I blame them.

sugar_coated · Feb 27, 2005, 05:17 PM

Everyone needs to make a living, however trivial it may be.

Link · Feb 27, 2005, 05:32 PM

*drops 3 big ones on a powerbook*

*walks out and sees a PC laptop sitting on a store shelf all lonely and unused*

*goes home, remembers laptop after using powerbook for a few hours*

*that night has nightmares about the PC laptop being all lonely and neglected*

*takes back mac laptop and buys the lonely PC one*

*bliss*

Big Mac · Feb 27, 2005, 06:15 PM

Originally posted by Spliff:
I always thought that "buyer's remorse" refers to that horrible feeling you get when you buy something you really want but can't afford. You're deep in debt but you're Mac is 5 years old. You desperately want a G5 tower, but you know that if you buy it, you're totally screwed. Nevertheless, you buy the G5 and immediately you feel sick to your stomach. You tell yourself that the feeling will pass. You take the computer home for a few days, but the feeling only gets worse. So you return the computer and the feeling disappears (to be replaced by anger at your own stupidity and poverty). That's buyer's remorse.

No, the meaning of buyer's remorse is simply distress of any variety over a recent purchase.

OldManMac · Feb 27, 2005, 06:50 PM

If you're going to buy a Mac retail, you buy it at a CompUSA that has an Apple Solutions Consultant on staff. The ASCs are Apple employees, who are there full-time, and are very knowledgeable, and they'll work with you to get what you need, and support you after the sale. All the Michigan stores have full time ASCs, except for Detroit/Dearborn, Auburn Hills, and the new stores in Utica and West Bloomfield, where they will soon have part timers.

Eriamjh · Feb 28, 2005, 06:16 AM

Originally posted by Link:
*drops 3 big ones on a PC notebook*

*walks out and sees a powerbook laptop sitting on the CompUSA store shelf all lonely and unused*

*goes home, remembers powerbook after rebooting the PC notebook for a few hours*

*that night has nightmares about the PC laptop being infected by viruses*

*takes back PC laptop and buys the lonely powerbook*

*bliss*

fixed