[Salty]

How satisfied are you with Apple Store staff? I was recently at the one in Winnipeg, chatting with one of the employees as I played with the Magic Mouse (haven't played with one yet, I have an Intuos4 so regardless of how nice it is I'm not about to buy a new mouse) she was very nice, though to be honest, not the most knowledgeable. Now, granted I'm also the sort of guy that when I walk into a Best Buy I put in my headphones because I can't stand having to explain things to their staff (though sometimes I answer questions for customers when I hear them ask and the reps don't know the answer, most recently it was, "Can I plug these speakers into the iMac's headphone jack?" congrats Best Buy) but as the conversation wore on I was explaining to her why she didn't really need a screen protector on her iPhone, and that it was better if she just got a better case for her phone.

Again I don't want to talk down about this Rep my guess is that she's probably one of the best ones at the store from what I could tell. She knew a lot of store specific policies and stuff like that, she actually recommended I apply, and I told her that I had before and I'd been rejected. She said she'd put in a referral, but haven't heard anything yet.

I've talked about it since with a few friends and several have pointed out that they've heard a lot of really stupid things said by Apple Store employees, stuff like, "Windows 7 is like opening your windows to viruses!" Which while there are far far far fewer viruses made for OS X than Windows, the statement just sounds condescending but not in the smart smug way we're used to from Apple. Personally I'd just say that there are significantly fewer concerns on OS X, and be done with it, move on and show them something cool like iPhoto or Keynote.

I also today on the bus ran into the younger sister of a friend who's also kind of a friend. Apparent she'd applied for a position as a Creative and was offered a group interview (she didn't go since she didn't check her email enough) to which I said, wow that's the position I couldn't even get an interview for, her jaw dropped since she knows that I know many magnitudes about both Macs and iPhones than she does. (Not that I'm bitter?)

Last bit of anecdote is a friend talking with one store rep who told him he should really buy RAM directly from Apple and not try and install it himself cause that sort of thing was really hard. This about installing RAM in one of the older MacBooks, you know... the kind that three screws and you're there?

I just get the feeling that Apple's recruiters aim towards people that are good at nodding their heads and drinking whatever koolaid they're told. That's not to say they're not very nice people (From what I can tell they all seem very nice) and I just have to wonder, is it just me or does hiring only people who never ask questions and say yes to everything, seem a little different than the old Think Different motto?

So, what're your impressions? Do you enjoy going to the Apple Store? Do you find the reps terribly helpful? Do you share my questions? Do you love all things Apple Store and plan on giving birth in one?

[SpaceMonkey]

Jesus, even the poll is an essay.

[imitchellg5]

The thing I've noticed at my local Apple Store is that some of the Specialists have a good understanding of the product, but don't get the technical side of things. That's not necessarily bad but sometimes it gets annoying. Most of the Creatives at the store know the products REALLY well. I took a one-to-one on Final Cut Studio 3 and the guy's knowledge was pretty strong (as in he could go into the industry and use the products to make money). The Geniuses are another story. Sometimes they are really knowledgeable but sometimes they spout out some pretty bad BS. In the end though I think the experience is pretty good because I've never once left the Apple Store with a problem unsolved. I know more about the product than probably 95% of people that walk through the doors anyway.

[MacinTommy]

Sometimes I feel like they try to belittle me as if I know absolutely nothing about what I'm buying or talking about. Sort of in an arrogant way. But then I've had the complete opposite experience where I could have talked to the Genius and/or sales person all day because they were so nice or cool. I have mixed feelings about the Apple store in general.

[ort888]

You find a pretty good range.

I'm always surprised at how many people they have working.

[msuper69]

Macnn's version of "War and Peace".

[Dex13]

Originally Posted by MacinTommy 

Sometimes I feel like they try to belittle me as if I know absolutely nothing about what I'm buying or talking about. Sort of in an arrogant way. But then I've had the complete opposite experience where I could have talked to the Genius and/or sales person all day because they were so nice or cool. I have mixed feelings about the Apple store in general.

aside from being arrogant and rude they tend to be complete morons.

i have often walked away from an apple store with problems unresolved mainly because of the frustration I have with their bs answers and wanting to send my mac away for further diagnostics.

asshats.

[Spheric Harlot]

I've met two people who, on separate occasions, were told at the local Apple Store that the i5 iMac is a dual-core machine with 4 virtual CPU cores.

I thought that was pretty impressive.

[mdc]

I've found that the salesmen on the floor tend to know enough, but not a great deal, about what they're selling. I've had a few questions about some third party products which they needed to ask around to find the answers for. I'm not faulting them for that since they weren't Apple products.

The Geniuses and the staff who run the 14th street Apple Store Pro Labs have been very knowledgeable.

[Doofy]

This poll is broken. There's no option for "never been to an Apple Store because I get my shizz from proper professionals".

[besson3c]

I've never been to an Apple Store because I get my shizz from Doofy.

[olePigeon]

Unless I'm talking to the Apple Genius, they're step above Best Buy because they generally know what the product is, and they're not pushy.

[subego]

I can't say I've ever gone to the Apple Store looking for information (other than to touch an iPhone in person) so I can't really comment on the quality of the employees WRT that.

I've never had any problems getting a repair out of a Genius, but the little woman has gotten so frustrated by them she now asks me to take care of any repairs.

[-Q-]

I've had positive experiences overall whenever I've gone in.

If I'm dealing with a Genius, it's usually b/c the machine is completely FUBARed or I need warranty work done. 99% of my experiences at the Genius bar have been excellent, and the last time I had to go in, they ended up giving me a brand new MacBook Pro b/c I'd come in for the 3rd time with issues with my then-current machine.

The only time I felt the need to get snooty was with a Genius who tried to blame my TiBook hinge tearing on a drop. But that was years ago. Overall, I like the Apple Store.

[Cold Warrior]

I had two negative experiences with two different stores a couple years ago. In the first the staff told me they do a specific type of repair in store, so I drove an hour to the store only to find out they didn't do any repairs in store. The other store was also for something like that, where the staff or genius didn't know or do something they'd said they'd do over the phone.

I still go by the stores to get hands-on with stuff, but I call Apple for the prepaid overnight box if I ever have Macs to return for warrantied repairs.

[Dork.]

I find the Apple Stores in general to be overly pretentious, and the staff to be hit-and-miss in terms of their knowledge and their ability to help me. I go to the Apple Store just to try the new stuff out before anyone else gets it, but then I go to the local independent reseller to actually buy stuff.

[AKcrab]

Originally Posted by Dork. 

..., but then I go to the local independent reseller to actually buy stuff.

As an independent reseller, I'm thrilled to hear this.

[macaddict0001]

I go to Westworld Computers, I guess because I've been going there since before there was an apple store and I haven't been disappointed.

[imitchellg5]

Originally Posted by Dork. 

but then I go to the local independent reseller to actually buy stuff.

I would do the same if only they could offer an education discount.

[AKcrab]

Originally Posted by imitchellg5 

I would do the same if only they could offer an education discount.

It's amazing how many people come into the shop and look around, touch all the machines, learn the differences between the macbook and the macbook pro, ask to see iPhoto and generally eat up a chunk of time...

And then ask about edu, and we lose a sale.

Resellers have no way to compete.

[imitchellg5]

Yeah it's a real bummer. Whenever I'm buying something that the edu discount doesn't cover, I'll buy local, but if it's a major purchase, I'm not gonna go out of my way to spend extra...

[macaddict0001]

I know what you mean, the margins are just too thin to offer 10%, I bet things are better since the iPod market came about though. Generally anyway.

[PB2K]

i never go to an Apple store, the staff look like hairdressers. they can't tell me new things. they havent got anything i need. i buy online.

[OldManMac]

Originally Posted by ort888 

You find a pretty good range.

I'm always surprised at how many people they have working.

Most correct, and appropriate, answer. Just like any other company, be it retail, manufacturing, etc., there is a variance in skill, professionalism, courtesy, and knowledge at any store, be it Apple or otherwise. The store tone is set by management, and that has a tremendous bearing on how the employees are perceived, especially when it comes to enthusiasm and willingness to learn. As hard as Apple may try, there are employees who get hired who don't work out. The good thing about bad Apple retail employees is that they usually don't last as long as at other places, although even Apple retail has a high turnover rate (not as high as other retailers, but retail tends to churn through people).

Apple uses a system, provided by outside sources, to track customer satisfaction in all areas of the store, and they do score higher than the vast majority of retailers who use the same system.

[Salty]

Originally Posted by OldManMac 

Most correct, and appropriate, answer. Just like any other company, be it retail, manufacturing, etc., there is a variance in skill, professionalism, courtesy, and knowledge at any store, be it Apple or otherwise. The store tone is set by management, and that has a tremendous bearing on how the employees are perceived, especially when it comes to enthusiasm and willingness to learn. As hard as Apple may try, there are employees who get hired who don't work out. The good thing about bad Apple retail employees is that they usually don't last as long as at other places, although even Apple retail has a high turnover rate (not as high as other retailers, but retail tends to churn through people).

Apple uses a system, provided by outside sources, to track customer satisfaction in all areas of the store, and they do score higher than the vast majority of retailers who use the same system.

Sure they score higher, but to be honest how much of that is the staff and how much of that is simply the fact that Apple makes some pretty incredible products? I just kind of get the impression that at least based on the recruiter I dealt with they're more interested in happy perky yes men than they are with genuinely knowledgeable staff. Thing is based on the fact that there are probably a LOT of people who know a lot about Macs (You often run into Mac users that know a lot more about their computers than the average Windows geek) I think even if they just hired people at random they should be able to find a good number of employees who are passionate about their products and who could deliver a good customer experience. I mean to be honest most of the store seems to be done for you as an employee, you don't even need to take someone to a cash desk most of the time. Unless you ignore customers it's pretty hard to give a bad experience in there when compared to even a good sales rep at a best buy.

Maybe I'm just bitter I still haven't gotten a call back. Oh well I still plan on quitting the Rogers dealer I work at, mayhaps I'll do a call centre for a bit, sell my soul over the phone, make some cash and then learn how to make pretty pictures for a living at school this fall.

[tooki]

Originally Posted by OldManMac 

The good thing about bad Apple retail employees is that they usually don't last as long as at other places, although even Apple retail has a high turnover rate (not as high as other retailers, but retail tends to churn through people).

I actually don't think Apple retail has a high turnover at all — when people leave a store, it's often because they graduated college and no longer need a part-time job, or transferred to another store, which happens a lot due to the continued growth of the chain.

[imitchellg5]

Nearly every time I go into my Apple Store I don't recognize the staff at all... they look completely new.

[macaddict0001]

Sales/retail is always a revolving door, you can't really fault anyone for that.

[Eug]

Years ago I got kicked out of the Apple Store in San Francisco for taking a picture of the glass staircase.

Eug = idiot for taking the picture, or store staff too aggressive?

There is no poll.

[AKcrab]

Pictures or it never happened™

[Eug]

Ooops. Wrong store. Not the Apple Store San Francisco. It was actually the New York store. Momentary confusion. I think it may have been SoHo (back in 2004).

This is San Francisco. Not this store, but it does have a glass staircase inside:



This is a picture I took shortly before I got kicked out of the New York store:

[AKcrab]

I was actually just teasing. It's weird they would kick you out.

If you google "apple glass staircase" you get 600K+ hits.

[Eug]

Originally Posted by AKcrab 

If you google "apple glass staircase" you get 600K+ hits.

I hadn't seen that spiral glass staircase before. Nice. I'll have to check it out sometime... without my camera.

[OldManMac]

Originally Posted by tooki 

I actually don't think Apple retail has a high turnover at all — when people leave a store, it's often because they graduated college and no longer need a part-time job, or transferred to another store, which happens a lot due to the continued growth of the chain.

Actually, you would be wrong. I've seen it first-hand, for years.

[tooki]

Originally Posted by imitchellg5 

Nearly every time I go into my Apple Store I don't recognize the staff at all... they look completely new.

In many Apple Stores, that impression simply has to do with the HUGE size of the staff, many of whom are moonlighters who only work 1 or 2 days a week. An Apple store has a vastly larger staff than a typical store the same size.

Originally Posted by OldManMac 

Actually, you would be wrong. I've seen it first-hand, for years.

I don't think so, as an Apple Retail alum. Maybe your stores were different?

[sek929]

I took pictures inside the Chicago Apple Store and noone yelled at me.

[Atheist]

I'm not a big fan of the Apple Stores. The cold antiseptic environment just isn't my thing. I've encountered quite a few socially inept and hygiene deficient employees at the Tyson's Corner and Fair Oaks stores in VA. I had a pretty good experience in Miami when I needed to get defective headphones replaced but alas, the guy was in desperate need of a bath. (Not sure why I seem to attract the smelly ones).

I think the success of the stores is also a problem. It seems whenever I go it is very crowded and I'm never quite sure who I need to grab to get some attention.

[tooki]

Originally Posted by sek929 

I took pictures inside the Chicago Apple Store and noone yelled at me.

When I worked at Apple, the only policy was that employees weren't supposed to be in the shots if possible.

Perhaps they don't want you shooting through the glass staircases because of the possibility of peeping toms shooting up ladies' skirts?

[Lateralus]

I've never particularly liked the vibe that Apple Store Employees set for the store atmosphere itself... and it seems to be one that Apple, through their hiring choices, creates intentionally.

I can't quite put a finger on it, but I just get a 'plastic personality' feel from everybody I talk to in any store that I visit. It's off putting enough that I avoid going into them.

[Eug]

Originally Posted by tooki 

Perhaps they don't want you shooting through the glass staircases because of the possibility of peeping toms shooting up ladies' skirts?

Nah, I just think they were pricks.

They didn't come by and say "Sir, we'd prefer if you didn't take pictures for privacy/security/etc issues."

Instead, two guys came over all pissed off and just told me to get out of the store NOW.

So I left and just shrugged it off as two pricks with power issues. Mind you, this was back in 2004. At least in 2001-2002 some people were quite uppity about visitors taking pix in public US areas, and I had taken maybe 4 pix of the staircase. I didn't think that uppity attitude had extended to 2004 so much, but maybe. Terrorists and all that.

[Doofy]

Originally Posted by Eug 

Instead, two guys came over all pissed off and just told me to get out of the store NOW.

So I left and just shrugged it off as two pricks with power issues.

YouTube - How to Do Basic Kung Fu : The Roundhouse Kick in Kung Fu

[imitchellg5]

Originally Posted by Lateralus 

I've never particularly liked the vibe that Apple Store Employees set for the store atmosphere itself... and it seems to be one that Apple, through their hiring choices, creates intentionally.

I can't quite put a finger on it, but I just get a 'plastic personality' feel from everybody I talk to in any store that I visit. It's off putting enough that I avoid going into them.

Wow, where have you been (regarding first post since 2008)?

[Lateralus]

A bit of travelling that was all the more enhanced by forgetting internet social-spheres existed.

[macaddict0001]

I know the feeling, without the physical traveling.

[pug1]

Originally Posted by MacinTommy 

Sometimes I feel like they try to belittle me as if I know absolutely nothing about what I'm buying or talking about. Sort of in an arrogant way. But then I've had the complete opposite experience where I could have talked to the Genius and/or sales person all day because they were so nice or cool. I have mixed feelings about the Apple store in general.

I agree. Some employees are nice but then there are others who are smug and condescending. I bought my iPhone and iMac there this past year and attending some 1 to 1 workshops. I recently purchased a Canon Vixia HFM31 HD Flash camcorder-one recommended by Apple because it's file format plays nice with Mac. I went to the Apple Store to purchase software to allow me to burn 1080p onto DVD (Toast 10 Titanium Pro) and the software at $149.00 was brought out from the back in a beat-up (but not opened) box. I keep my software boxes and politely asked for another box. The answer was: "I don't know...we're busy." I stood my ground and did get a replacement software in a nice box. Later i got the usual Apple email asking me how my experience went at the store and I vented. I got an email asking me for a time that would be convenient for someone from that store to call me. One of the managers of the store did call me and i vented. this was not the first time i was treated in a demeaning manner. Apple also trains their staff to deny problems until they're officially acknowledged-like the yellow screen issue on the late 2009 iMacs. Ugh...Best Buy is at least fun with 99% of the staff friendly and accommodating.

[pug1]

Originally Posted by Lateralus 

I've never particularly liked the vibe that Apple Store Employees set for the store atmosphere itself... and it seems to be one that Apple, through their hiring choices, creates intentionally.

I can't quite put a finger on it, but I just get a 'plastic personality' feel from everybody I talk to in any store that I visit. It's off putting enough that I avoid going into them.

I would say that the staff display cult-like personalities. I had to return an iMac for hardware issues and the manager was horrible but I did get the refund w/o the restocking fee and ordered replacement by phone (iPhone) to Apple.

[pug1]

Originally Posted by Lateralus 

I've never particularly liked the vibe that Apple Store Employees set for the store atmosphere itself... and it seems to be one that Apple, through their hiring choices, creates intentionally.

I can't quite put a finger on it, but I just get a 'plastic personality' feel from everybody I talk to in any store that I visit. It's off putting enough that I avoid going into them.

Agreed. I was in love with the Apple Store when I got my iPhone and first (defective) iMac but now only go in when necessary. I dislike the fake snooty atmosphere. Louis Vuitton stores are even more down to earth!

[ort888]

We've been tri-pugged.

[savvy.gaile]

It's pretty mixed. I've encountered some issues that they
weren't able to solve. But most of the time they have been
very effective. They're definitely more than a step above
Best Buy though. Those people are pretty useless from my
experience with them.

[freudling]

Apple Koolaid drinkers. Always have the worst experience at the stores. Prententious.

The only thing they know about computers is how to turn them on, and show grandmas how to do that.