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.
The focus of almost every company is to maximize profit. There are obvious NONprofit exceptions, but every company is out to make a profit, reward programs or no, appointments to get your geegaw fixed or not.
Ok, let's start with square one. Is it inherently bad customer service to require appointments?
Ok, let's start with square one. Is it inherently bad customer service to require appointments?
No. The alternative is to make it first come, first serve, requiring everyone to stand in line for service - No. Just no.
MotionMan
Appointments could still be made AND service could still be given walk ins. If a walk in conflicts with a person who has an appointment then, yes, the walk in would have to wait.
If the next available appointment is in an hour, does that not necessarily mean that the walk-in conflicts with appointments for the next 60 minutes?
MotionMan
No, because the "Genius" does not know how long it will take to help the customer with an appointment. My system has more flexibility and causes fewer bad customer experiences.
Every time I have gone to an Apple Store for an appointment, the customers with appointments are stacked back-to-back. I have never seen a situation where a walk-in could jump in without cutting in front of a waiting appointment.
YMMV.
MotionMan
If the store is regulating how much time the "Genius" can spend with each customer
No.
MotionMan
Then, you're saying they schedule appointments like a doctor's office or a lawyer's and the appointment has no basis in the reality of when you'll actually be seen.
No. My experience has been that I am seen at the time of my appointment up to 30 minutes later. Each appointment takes a varied amount of time, but they seem to stay near schedule throughout the day.
I wonder if Apple has some idea how long the average appointment takes and schedules accordingly? Naaaaaaaah.
MotionMan
So, you've waited 30 minutes for an appointment. How is that any different from first come first serve?
I remember a chain of barber shop/hair salons I went to once who demanded your telephone number because that's the way they tracked you in their system. I said I wasn't comfortable giving them my phone number and was told I couldn't get my hair cut.
Bad customer service is bad customer service. Forcing people to make an appointment doesn't aid the customer experience any.
Because it is not first come first serve - it is based on an appointment. If I have an appointment, I have a very high probability of being seen at or around the time I arrive at the store. If it was first come, first serve, I could wait hours to be seen, if I am seen at all that day. For me, appointments are awesome since I can make them for after work, late in the day, and know that I will not waste a trip to the store because they closed before I got to the front of the line.
Why would anyone wait that long to be seen? Oh that's right, they're the only ones who can service your iMagic
I am not sure this is as complicated or nefarious as you are trying to make it out to be.
I'm saying you can serve both walk ins and let people make appointments.
I just give them Jenny's number. I know it by heart and they are all too young to recognize it.
Eight six seven five, three 'o' ni-ine
So you rather stand in line, first come first served, than be able to make an appointment? Really?
MotionMan
As I said, you can serve both walk ins and appointments without forcing customers to make an appointment just like restaurants do. Unless, of course, you only frequent trendy restaurants (Apple/Microsoft) who force you to make a reservation/appointment.
You call them "trendy" when what we are talking about are "popular".
If you want fast food, you can walk in. If you want a well-trained waiter who will serve only your table during your meal, then you need a reservation.
Of course, there are people who say that Apple products are overpriced. I look at is as a "Service Tax". I prefer the appointment system - it works for me.
MotionMan
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.
No, you do not. Most restaurants encourage or recommend reservations but don't require them except for holidays.
I'm glad the appointment system works for you but, there are others like the OP whom it does not work for. As an aside, you seem to be against tipping but, have no problem with a "service tax?"
I believe we all need to vote with our pocket books and demand better customer service because that is the only thing we can do better than anyone else yet, is the first thing to be cut by corporations everywhere.
The really good/busy ones require a reservation.
I'm "against" tipping? Really? News to me.
Apple consistently ranks at the top for customer satisfaction across the board. Apple Stores are an unmitigated success. The people have voted.
MotionMan
I see you've drank the Kool-Aid.
Being the best of the worst isn't something to aspire to.
Apple store hires some of the most broke/sad looking people ive ever seen. Sometimes u gotta let them know they arent working for apple, theyre working retail.