On 9 Oct 2005, at 4:05 PM, david wrote:
BTW, am I the only one who thinks that the whole Apple Store thing
is turning into a disaster in the making? When my local Apple store
opened the 'genius' truly was incredibly knowledgeable. The last
time I went I overheard the 'genius' say things I'd expect to hear
from a BestBuy sales-idiot.
I wouldn't rate it "disaster," but improvements could be made.
The stores are made to sell things, which they do well.
Service is a sideline and not well done. Stores also feed the Apple
cult idea. It's the place to be, to hang around with the other
Appleheads, to feel special, etc. The one near me is always full of
teenagers. They are made to feel at home there more than in some of
the general retailers.
As to the service aspect, there is plenty of room for
improvement. And, yes, they are pissing people off. Computer users
get excited when computers can do something half a nanosecond faster,
but they have to wait at least two hours to get service at an Apple
store. That's stupid. Apple advertises that one can make an
appointment in advance; they neglect to mention that's an extra
hundred bucks.
It's insulting to deal with people whose job title is
"genius" but who give the word genius a bad name. Some don't have
common sense or service sense. Seems to me a better name would be
"Service Provider." That might give them a better orientation toward
customer service.
In my neighborhood an independent Apple retailer is about a
block away from an Apple store. The service manager at the
independent is a bit gruff, but at least he usually knows what he's
doing. The independent is a good shop, and the Apple store makes
them look even better.
Peter
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