[JustinHoMi]

I had a somewhat dissapointing experience at an Apple Store tonight. It wasn't anything major, but I did run into a lot of uncaring or incompetent employees. I was sort of surprised, as I've always put "excellence" and "Apple" in the same category.

Anyways, the mouse that came with my Intel mac wasn't working properly. It's a hike for me to get to the local store (45m), so I figured I'd give them a call to see if they could swap it out. They said sure, so I drove over there.

When I got to the store I spoke with someone, and they said that a Genius would have to take a look at the mouse, but unfortunately there were no slots available, so I would have to come back later. I explained to her that I had been told otherwise, so she went back to see if someone could help me.

While I was waiting I asked another employee if they could find me the adapter that I needed to hook a VGA monitor up to my Intel iMac. They brought me back a standard DVI to VGA adapter, which is obviously the wrong cable.

Then the original lady returned and said that they were out of stock of the Mighty Mice. So, not only did the guy on the phone tell me the wrong thing, but they didn't even have any mice in stock. So, instead, she gave me a "refreshed" mouse. I'm not crazy about having a previously used mouse, but as long as it works, it's fine.

I told her I needed the proper VGA adapter for my iMac, and that I'd go back there and find it myself. I couldn't remember exactly what it was, so I grabbed the Mini-VGA to VGA adapter (this is wrong... I should have gotten the mini-DVI to VGA). I asked her if it was the correct adapter, and she wasn't sure. She asked another employee, and he said it was. Of course, when I got home I realized it was not the correct adapter....

Anyways, I'm just surprised at how incompetent the employees are. I'd always heard that they had good customer service. I am happy that they resolved my problem and didn't send me home, but all in all it wasn't really the greatest experience. You'd think Apple would hire people who either knew their stuff or at least cared.

[OldManMac]

They hire people at retail wages, not computer experts. If I had $10 for every mistake of theirs I've corrected in the last few years, I would have almost enough to buy a new iMac.

[production_coordinator]

It's retail. I find that they are on the top end of retail, but it's still retail. I worked in retail for a few months once paying off a credit card (a good penance). Needless to say, I have a few tricks:

1) ALWAYS get the name of the person on the phone and write it down... and then USE it when you get to the store. "Hi, I called earlier and spoke with Mike about replacing my mouse..."

2) Expect problems. It's retail. From the time you called to the time you showed up, the inventory has changed. Ask them to put whatever you need aside and tell them when you will be there and then SHOW UP at that time. Explain that you are driving a LONG distance (and then get the persons name again).

3) If you aren't happy with the service, TALK TO THE MANAGER. It drove me crazy that punks would treat the clients like total crap, and NEVER got in trouble over it. And don't be afraid to name names. "Joe wasn't very helpful and I found him to be rather abrasive when I asked to talk to a manager" Don't rant... don't threaten... just state the facts and say "I understand it's retail, but I thought you should know"

[JustinHoMi]

Yeah, I guess retail is retail :/. Back in '99 when Apple decided to enhance their retail market and have a mini-store within CompUSA, I was so excited that I went to work for them. I provided the best dang retail experience for every customer. It's frustrating when other people don't do the same. If you have a job, regardless of what it is, you should do it to the best of your ability.

[production_coordinator]

Originally Posted by JustinHoMi

Yeah, I guess retail is retail :/. Back in '99 when Apple decided to enhance their retail market and have a mini-store within CompUSA, I was so excited that I went to work for them. I provided the best dang retail experience for every customer. It's frustrating when other people don't do the same. If you have a job, regardless of what it is, you should do it to the best of your ability.

I totally agree. I worked for Best Buy and did the same. I was tired at the end of the day because at times, I would have crowds of people standing around asking questions... which was troubling when someone finally purchased. Fortunately I worked with a group of good guys and a few deadbeats... but the good guys only last so long before they move up or move on to better things. I left after having my third "boss"... we finally got a boss that didn't know anything about what he was selling (something Best Buy really don't care all that much about) so I hit the road.

It was a great experience...

[macforray]

Most of us on this forum are more informed that a lot of the retail staff. Stop in your local store (if you have one) tomorrow and ask a few of them if they know anything about what is happening on the 28th. Some will, some won't. I've done this before. My local store did not know that the 20" Imac G5 price had been lowered to $1499. They didn't believe me until they checked the Apple Store online.

The employees are only as good as they desire and put forth effort to be. Their wages should not have anything to do with their desire to perform at their very best. As a customer, I am really tired of hearing "what do you expect, they only make _____". That is unacceptable. If I sell oranges, I'm going to know oranges. Period.

My two cents.

[Salty]

Yah retail is ALWAYS hit and miss. At Best Buy when I worked there we had two of us that were absolutely phenomenal on hardware knowledge, then several who were OK, later they hired two guys that knew NOTHING, we're talking didn't know what a Dual Core processor was! And then when I quit they hired a girl who seemed to know what she was talking about. And by far we were the most knowledgeable division. The people that sold iPods didn't even own them for the most part, the people who sold TVs barely knew what they were talking about.
Best Buy and most other retail stores think that they can inform their staff by short blurbs that they repeat to customers... retail sucks.

[DigitalEl]

The employees are only as good as they desire and put forth effort to be. Their wages should not have anything to do with their desire to perform at their very best. As a customer, I am really tired of hearing "what do you expect, they only make _____". That is unacceptable. If I sell oranges, I'm going to know oranges. Period.

Easy to say as (I'm assuming) a responsible adult. Everybody's been in their late-teens or early-20s once. Your perspective was likely at least a little different then. And consider that working for an Apple (cue chimes) Store might not be the life pinnacle some here would think it to be. Maybe it's just a job to them. Maybe they don't have the time or the inclination to stay up reading the latest Mac rumor or whatever.

I'm not saying it's not frustrating for us consumers, but hey... They are only making $__. I don't go into a retail store and expect to be treated like the Sultan of Brunei just b/c I have a little money to spend. If you're lucky, you run into someone exceptional who's willing and able to help. Otherwise, sadly, it is what it is.

[Hawkeye_a]

meh

i go in with all the information, so i pick up what i need and walk out

[harrisjamieh]

The Bluewater store in the UK is hopeless! Total crap, no one knew what they were doing, I asked the guy for a mini VGA to s-video adaptor (for when I had my G5 iMac), so he got me a mini DVI to s-video. I pointed out this was wrong, and he insisted it wasn't, so in the end he had to look it up on the apple site, and found that yes, indeed, I was right. So then he spent another 10 minutes looking for the VGA to S-vid, only to find they had none in stock. Pathetic. The store was so busy, and SO many customers were walking out unserved. Truely awful.

[besson3c]

Originally Posted by macforray

If I sell oranges, I'm going to know oranges. Period.

This is good news, because I have questions about oranges! Do you have a minute?

[Cody Dawg]

If you have an absolutely terrible situation that continues to bother you or is unresolved do what I do: Call Jeanne Toulouse in Cupertino and leave her a voice message. She WILL get back to you. She's awesome. (She's the company Director of Customer Relations.)

[wdlove]

Originally Posted by Cody Dawg

If you have an absolutely terrible situation that continues to bother you or is unresolved do what I do: Call Jeanne Toulouse in Cupertino and leave her a voice message. She WILL get back to you. She's awesome. (She's the company Director of Customer Relations.)

Having connections is very helpful when problems like this arise.

[hickey]

for how awesome apple stores are, I sometimes dread going in them for reasons like these.

Im with Hawkeye_a, go in with all the info you need, grab the product and leave. Make sure you pay for it though.

[wdlove]

Originally Posted by hickey

for how awesome apple stores are, I sometimes dread going in them for reasons like these.

Im Hawkeye_a, go in with all the info you need, grab the product and leave. Make sure you pay for it though.

I agree, that it is very smart to pay for the product.

[glyph]

I had problems with my Mac when I first purchased it. The sales people were rude, so I called my credit card co. and complained and called the store manager. I also complained to the one saleswoman who seemed to give a damn and told her what asses the other salesmen were. My computer problem was taken care of immeadiatly after that. When I picked up my computer for the final time, the salesman who had been such an ass said "I hope this is the last time I see you here". I have never been back.

[NickNoir]

Originally Posted by Cody Dawg

If you have an absolutely terrible situation that continues to bother you or is unresolved do what I do: Call Jeanne Toulouse in Cupertino and leave her a voice message. She WILL get back to you. She's awesome. (She's the company Director of Customer Relations.)

Greetings Cody Dawg,

I am in the midst of an Apple nightmare. I was told to write a letter to Jeanne Toulouse.

I did, but I have not received any response.

I called Apple Customer Relations and asked for Ms. Toulouse's voicemail. However, they would not transfer me or provide any information. When I persisted, I was hung up on.

Would you please give me the telephone number for her voicemail?

Many thanks,

Blanca

[Dark Helmet]

I went to the Applestore to buy a mini the other day.

Before I got it I ask if the one gig of RAM in it was 2 sticks or one. The emplyee said one (on the phone).

When i got there I ask ANOTHER employee, they said one. She ask another employee walking by and he also said one.

I get home.. 2 sticks.

I called the Applestore to complain, the apologized and said I could come in with it to swap it. We'll see how easily that goes but I did get the employees name when I called. I also gave the names of the people who told me one stick to begin with.

[vmarks]

I worked at the Apple Retail store, pre-reservations for Genius bar.

I was among the people at our location that knew nearly everything there was to know about the products. There were employees who knew less and those who knew nearly nothing, but could sell.

[ink]

Good luck exchanging the VGA adapter. Hopefully they won't charge you a 20% "restocking fee" for their mistake.