Apple Store - bad experience

[gplracer]

I know Apple prides themselves on good customer service. I have never really been an Apple person but my son has an Iphone 5. Today we went to exchange his headphones. We were told by a sales rep in the store that we had to make an appointment with the genius bar. The nearest opening was 60 minutes away. So we walked around and waited. Once we got back in the store we waited some more. Then someone at the genius bar told us that someone else would help us. I guess he was getting off duty or something. He has just helped someone else. So we waited 10 more minutes. Finally someone helped us. He asked what our issue was. I wanted to say don't you know we have an appointment but I held my tongue. He had my son take his headphones out of the case and put his iphone on the counter. He then went to the back and immediately came out with a new pair of headphones. I asked if this appointment thing was the regular procedure. He told me since the headphones came with the phone it was a technical issue and had to be handled that way. I told him it did not look real technical. I said all you did was going in the back and get some more. That could have been done 60 minutes ago. You did not test them or look at them or anything. He replied with you can always make an appointment online. This was a terrible customer experience for me.

 

[CA19100]

I guess I look at it differently... when I need to see somebody at the store, I make an appointment from the comfort of my home, show up, and just wait a few minutes. The alternative would be a first-come, first-serve free-for-all where everybody either stands in line, or takes a number and crowds the already crowded store. See the mile-long lines at my local Best Buy's service counter for an example. At least with the appointment system, I can go get lunch and come back.

 

[Phynaz]

He went to the Genius Bar without an appointment and got a no questions asked headphone replacement.

That's a bad thing?

 

[TuxDave]

Heh, the standards of "good customer service" must've increased or something. Not only do you have the opportunity for an appointment (theoretically minimizing the wasted time standing around waiting in line), you get something replaced no questioned asked.

But I would say next time, make an appointment and you'll see why that's an awesome idea.

 

[mikeymikec]

Wasn't part of the OP's point that he had an appointment and he was still made to wait beyond the appointment time? Then it turned out that the appointment was hardly necessary, so he waited an hour then a bit longer for something that didn't require technical assistance (sales staff could be directed to try with a spare set of earphones first and if that doesn't help, then schedule an appointment).

There are times that I would be quite willing to get an appointment for if it meant that I get to deal with someone who actually knows what they're talking about, instead of the average customer service rep over the phone or in a store. Obviously though there's a line that needs to be drawn because if a technical person's time is used up with lots of non-technical things to sort out that someone of a lower wage could sort out, then that technical person's time isn't being optimally used. The most ideal system ensures that non-technical people sort out as many problems that don't take an excessively long time because they're non-technical, and the technical people just take on the jobs that benefit the most from their expertise.

I personally (as a customer) would be annoyed if I had to make an appointment / wait an hour just so a set of earphones can be swapped. A quick test of earphones hardly requires much technical skill.

 

[MotionMan]

I know Apple prides themselves on good customer service. I have never really been an Apple person but my son has an Iphone 5. Today we went to exchange his headphones. We were told by a sales rep in the store that we had to make an appointment with the genius bar. The nearest opening was 60 minutes away. So we walked around and waited. Once we got back in the store we waited some more. Then someone at the genius bar told us that someone else would help us. I guess he was getting off duty or something. He has just helped someone else. So we waited 10 more minutes. Finally someone helped us. He asked what our issue was. I wanted to say don't you know we have an appointment but I held my tongue. He had my son take his headphones out of the case and put his iphone on the counter. He then went to the back and immediately came out with a new pair of headphones. I asked if this appointment thing was the regular procedure. He told me since the headphones came with the phone it was a technical issue and had to be handled that way. I told him it did not look real technical. I said all you did was going in the back and get some more. That could have been done 60 minutes ago. You did not test them or look at them or anything. He replied with you can always make an appointment online. This was a terrible customer experience for me.

Sorry, but this was user error. Entirely your fault for not making an appointment.

BTW, you do realize that they resolved your problem, no questions asked, zero cost, right?

MotionMan

 

[TheStu]

Wasn't part of the OP's point that he had an appointment and he was still made to wait beyond the appointment time? Then it turned out that the appointment was hardly necessary, so he waited an hour then a bit longer for something that didn't require technical assistance (sales staff could be directed to try with a spare set of earphones first and if that doesn't help, then schedule an appointment).

There are times that I would be quite willing to get an appointment for if it meant that I get to deal with someone who actually knows what they're talking about, instead of the average customer service rep over the phone or in a store. Obviously though there's a line that needs to be drawn because if a technical person's time is used up with lots of non-technical things to sort out that someone of a lower wage could sort out, then that technical person's time isn't being optimally used. The most ideal system ensures that non-technical people sort out as many problems that don't take an excessively long time because they're non-technical, and the technical people just take on the jobs that benefit the most from their expertise.

I personally (as a customer) would be annoyed if I had to make an appointment / wait an hour just so a set of earphones can be swapped. A quick test of earphones hardly requires much technical skill.

He waited an hour because he didn't make an appointment. Here is why he needed to make an appointment:

1: You said yourself that a quick test would have solved the issue, they need to be able to do the test. The Genius Bar runs tests. Because if someone on the floor runs the test, and it fails the test, do you know where you go next? The Genius Bar.

2: The OP never specified if the device had been tested with any other headphones, or what aspect of the headphones wasn't working. The EarPods bundled with an iPhone 5 are more complicated than standard earbuds, they have a mic and an inline remote.

3: Since he had never specified that the device had been test with another set of headphones, the problem could have been the headphone jack on the device rather than the headphones themselves. Had it been the device, well... that's what the Genius Bar is for (honestly, they still would have replaced the device, but they would have checked a few additional things).

Had the OP asked anyone that was more of an Apple user than he was, they would have probably have told him in the first 30 seconds that he needed an appointment.

Does it suck that he had to wait around so long? Yes. Does it suck that even after making his appointment he then had to keep waiting? Yes.

Sometimes we have to wait even when we make appointments. Not just at the Genius Bar, but at the barber shop, dentist, doctor, etc. So this isn't some crazy waiting phenomenon that only occurs at an Apple Store.

 

[midwestfisherman]

Another "The world didn't stop due to my problem and inconvenienced me" thread.

 

[gplracer]

Wasn't part of the OP's point that he had an appointment and he was still made to wait beyond the appointment time? Then it turned out that the appointment was hardly necessary, so he waited an hour then a bit longer for something that didn't require technical assistance (sales staff could be directed to try with a spare set of earphones first and if that doesn't help, then schedule an appointment).

There are times that I would be quite willing to get an appointment for if it meant that I get to deal with someone who actually knows what they're talking about, instead of the average customer service rep over the phone or in a store. Obviously though there's a line that needs to be drawn because if a technical person's time is used up with lots of non-technical things to sort out that someone of a lower wage could sort out, then that technical person's time isn't being optimally used. The most ideal system ensures that non-technical people sort out as many problems that don't take an excessively long time because they're non-technical, and the technical people just take on the jobs that benefit the most from their expertise.

I personally (as a customer) would be annoyed if I had to make an appointment / wait an hour just so a set of earphones can be swapped. A quick test of earphones hardly requires much technical skill.

That was my point thank you. I do not usually shop at the Apple store so I was unaware that an appointment has to be made for everything that is done in the store. I must have missed that in their literature. There was no technical advise needed. I only needed it to be replaced. I have never been to a store where I have to make an appointment to exchange something. That could be a good process to save wait time but seems silly on a simple exchange.

There was not any testing done on the headphones. The guy only went to the back to get another pair and say, "Here you go". The Apple person did not test the headphones to see what was wrong nor did he check my son's iphone to see if it was the problem. When we got to the car I suggested to my son that he plug the headphones in to make sure they were working properly. Basically no testing at all was done.

Thestu - You are correct as consumers we have to wait sometimes when we go to stores. I do not have a problem with waiting especially this time of the year when it is the busy retail season. I do have a problem waiting 60 minutes to exchange a product that requires no technical expertise at all. It irritates me when there are idle employees on the floor who could have done this. The store had a ton of employees on the floor and not all of them were with a customer.

MotionMan - You do realize that almost all stores will exchange a defective product that is less than 30 days old.... Apple is not "special" for doing that.

I understand what all of you are saying about the appointment process. You like the fact that someone will help you at the specified time. I certainly can see where that could be a good thing. For someone like me who is not aware of this process because I do not usually shop at the store, it was frustrating. It took an hour to do a simple task even though there were idle people in the store. In the end there was no testing or anything that the genius bar did that any employee in the store could not have done.

 

[MotionMan]

That was my point thank you. And no this was not my fault for not making an appointment.

You say ^^^ this. Then you say...

I did not realize that I had to make an appointment to exchange an item that is less than 30 days old.

Of course it was your fault. Apple did not fail to understand the way you wanted things to work, you failed to understanding how things actually work at Apple.

There was no technical advise needed. I only needed it to be replaced. I have never been to a store where I have to make an appointment to exchange something.

Now you cannot say that anymore

I do have a problem waiting 60 minutes to exchange a product that requires no technical expertise at all.

See above regarding your mistake.

It irritates me when there are idle employees on the floor who could have done this. The store had a ton of employees on the floor and not all of them were with a customer.

Just like at Best Buy, the salespeople on the floor will direct you to the service desk (in this case, the Genius Bar). Salespeople do not process exchanges on the floor.

MotionMan - You do realize that almost all stores will exchange a defective product that is less than 30 days old.... Apple is not "special" for doing that.

I did not say they were special. I was just pointing out that you got exactly what you wanted with zero hassle (except your failure to make an appointment).

I do not usually go in the Apple store. I guess I missed the literature that came with the product stating all exchanges must be made by appointment only.

I guess so. You will know better next time when you do not make the same mistake.

MotionMan

 

[gplracer]

I do not think I have ever waited 60 minutes at customer service at Bestbuy. I guess Apple has more customer service issues so the need to make an appointment is necessary. Thanks MotionMan! I see your logic. And then when you have an issue like me they do not even test it to see what was wrong and if their solution fixed the problem. I call that great service! Case closed!

 

[JackBurton]

This is why I couldn't work in retail. Some jack ass customer coming in with moronic demands and asking stupid f**king questions:

I asked if this appointment thing was the regular procedure. He told me since the headphones came with the phone it was a technical issue and had to be handled that way. I told him it did not look real technical. I said all you did was going in the back and get some more. That could have been done 60 minutes ago. You did not test them or look at them or anything. He replied with you can always make an appointment online. This was a terrible customer experience for me.

Are you F**king kidding me? Instead of screwing around with a broken pair of headphones, the Apple rep comes back with a BRAND NEW set of headphone IMMEDITATELY instead of wasting the customer's time, and the guy is questioning him. SERIOUSLY? I'd feel like jumping over the counter and punching the moron in the face for being well, a moron.

And to top it off, the guy leaves unhappy because HE didn't know how the Apple store worked. But the blame falls on Apple. Yes, a system which instead of long lines gives you an APPOINTMENT so you don't have to waste your entire day in the store waiting.

Holy sh!t I'm glad I don't work in retail.

 

[MotionMan]

I do not think I have ever waited 60 minutes at customer service at Bestbuy.

If Best Buy was as popular as Apple, you might have. I actually have waited an hour to return something at Best Buy, but that was my fault for going during the holiday shopping season.

I guess Apple has more customer service issues so the need to make an appointment is necessary.

No, it is that, when necessary, they actually spend the time with each customer with an issue to come to a solution. I had an issue that took an hour to resolve. The Genius did not rush things and solved the problem.

Thanks MotionMan! I see your logic. And then when you have an issue like me they do not even test it to see what was wrong and if their solution fixed the problem. I call that great service! Case closed!

Again, the only reason you even had a "problem" is because you failed to make an appointment. Again, that is on you, not Apple.

I guess your alternative would be to stand in line in the store for that hour rather than being able to go about your business until your appointment. Talk about logic!

MotionMan

 

[bearxor]

Yeah, this isn't a terrible experience. I understand that they didn't test anything but they still have their procedure to follow. I'm sure where you work they are procedures to follow that sometimes might not be the most efficient way of dealing with things. So this is what happened:

Guy walks in to an Apple Store and tells a sales rep the headphones with that came with his iPhone aren't working. The sales rep, not knowing if the problem is with the headphones or the device and not being allowed to even make that decision, asks the customer to make an appointment, the normal method of having service done. Guy waits an hour plus for his appointment. When he gets to the service rep, the rep simply replaces the headphones, knowing that he's allowed to do so without question and that it's highly unlikely a problem with the phone itself, allowing him to quickly move on to the next service appointment.

The only thing I take away from that is that apple needs to work is their wait times. I can make an appointment, show up, and still wait upwards of a half hour past my appointment time. Sucks that you had to wait, but that's life.

 

[gplracer]

Jack response makes it sound like I was rude or something in the store to the employee and demanding. That was not the case. I was irritated (in my mind) but only friendly to the employee. He did not make the rules and my son was with me so I have to set a positive example.

 

[TheStu]

Jack response makes it sound like I was rude or something in the store to the employee and demanding. That was not the case. I was irritated (in my mind) but only friendly to the employee. He did not make the rules and my son was with me so I have to set a positive example.

Did you ask to see anyone higher up when they told you that you had to wait an hour to exchange the headphones?

As bearxor said, they have their procedures to follow, and it is important to remember that the although 60 minute wait was because you didn't follow procedure, the wait time after that was crappy and sucked.

All that said, you're handling all this (us dog-piling on you) really well, and as someone who has had to deal with unruly kids, I appreciate you setting a good example for yours.

 

[gplracer]

I did not ask to speak to anyone higher up. I did ask if it was the procedure to set up an appointment on all things. I was told only technical things. I kind of thought exchanging headphones without checking them was not technical. Oh well!
TheStu = the man!

 

[runawayprisoner]

I think it's worth noting that your appointment came up 60 minutes late because all of the minutes in between those 60 have already been booked by other people with issues.

It may sound weird, but I know some people spend up to 60 minutes or more to resolve their "issues" every day... be it software installation or just something as silly as "my computer doesn't make coffee for me". Amazingly, Apple customer service takes it all up and approaches it with a very serious attitude, so they end up going that extra length for other customers and neglect you sometimes.

So as others have said: I think it sucks that you have to wait, but if you look at it from the side, it's not like Apple has any other choice but to make you wait. I'm sure that if they had any better way to handle it, they would have.

I know that from experience because I booked an appointment online, then came in 4 hours earlier and demanded (like a boss!) that I be serviced immediately. Then they bumped my appointment to 20 minutes from that point. I walked out of the store 45 minutes later (like a boss!) with my issue completely resolved. (it was a hardware issue with my Mac for those interested) And then I had the extra 3 hours at my leisure to spend doing other things.

 

[TuxDave]

The only thing I take away from that is that apple needs to work is their wait times. I can make an appointment, show up, and still wait upwards of a half hour past my appointment time. Sucks that you had to wait, but that's life.

I haven't had to wait for more than 5 minutes after my appointment. I always wonder what are the topics that cause such a backlog. For my trips it's usually hardware repair/replacement which SHOULD take long but it wraps up in 5 minutes. And then I see other people with their laptops getting a tutorial on some inane topic. Makes me think I need to get my time's worth and go get them to teach me something.

 

[dave_the_nerd]

I haven't had to wait for more than 5 minutes after my appointment. I always wonder what are the topics that cause such a backlog. For my trips it's usually hardware repair/replacement which SHOULD take long but it wraps up in 5 minutes. And then I see other people with their laptops getting a tutorial on some inane topic. Makes me think I need to get my time's worth and go get them to teach me something.

I usually have to wait about 15 minutes past my appointment time when I go in. But otherwise my experience is the same. Me, there for a quick & easy warranty repair/dropoff/pickup, everybody else, there because they don't have the first clue how to figure it out on their own.

 

[MagnusTheBrewer]

This was not a "terrible customer experience" but, I do see where the OP is coming from. While giving customers the opportunity to make an appointment is a good idea, insisting on it is poor customer service. I also noticed there are a lot of Apple apologists in this thread. *Looks at sub forum name and slowly backs out*

 

[TheStu]

This was not a "terrible customer experience" but, I do see where the OP is coming from. While giving customers the opportunity to make an appointment is a good idea, insisting on it is poor customer service. I also noticed there are a lot of Apple apologists in this thread. *Looks at sub forum name and slowly backs out*

When I went to a Microsoft store to get my phone looked at, I had to make an appointment. Ok, I would have had to make an appointment if I wasn't the only person in the store... Seriously, I was the only person in the store that wasn't my friend, or the employees. Had there been people, I would have had to set an appointment.

They don't just do it to be anal retentive, they do it for tracking purposes, perhaps even... nefarious tracking purposes. Having you give the information up front is easier than asking for it on the back end.

 

[MagnusTheBrewer]

When I went to a Microsoft store to get my phone looked at, I had to make an appointment. Ok, I would have had to make an appointment if I wasn't the only person in the store... Seriously, I was the only person in the store that wasn't my friend, or the employees. Had there been people, I would have had to set an appointment.

They don't just do it to be anal retentive, they do it for tracking purposes, perhaps even... nefarious tracking purposes. Having you give the information up front is easier than asking for it on the back end.

Easier for who? Why would anyone feel obligated to assist them in their tracking purposes? Oh, I understand many companies do this, I just don't go out of my way to help them and make sure management knows my opinion if they refuse to help without their info gathering. Saying Apple or Microsoft is better or worse at customer service sounds like a two way tie for last place.

 

[TheStu]

Easier for who? Why would anyone feel obligated to assist them in their tracking purposes? Oh, I understand many companies do this, I just don't go out of my way to help them and make sure management knows my opinion if they refuse to help without their info gathering. Saying Apple or Microsoft is better or worse at customer service sounds like a two way tie for last place.

I was saying that Apple wasn't the only company that had people make appointments.

And all I was saying about the tracking was simply making the point that they aren't just doing it to be dicks, that's it. Same thing as reward/point cards at grocery stores.

 

[MagnusTheBrewer]

I was saying that Apple wasn't the only company that had people make appointments.

And all I was saying about the tracking was simply making the point that they aren't just doing it to be dicks, that's it. Same thing as reward/point cards at grocery stores.

Except reward/point cards just take a swipe instead of an appointment. I do understand. My point is that there are MANY companies with abysmal customer service. The focus of these companies (Apple included) is not customer service but, maximizing profit.