Many of you know that last month I took the leap and purchased a MacBook after being a lifelong PC user (no comments from the peanut gallery about the life of PC’s being considerably shorter than mine!). I made the purchase from the Apple Retail Store in my area. The sales rep I got was pretty much a total tool, and I almost left without purchasing anything because he was more intent on selling me Pro-Care than selling me the actual computer.
We finally made it past the fact that I wasn’t going to spend an extra $100 on a service I didn’t need and he just needed to let it go or I was leaving. I asked him a lot of questions about the software because I had some business concerns about switching from PC to Mac and he pretty much couldn’t answer any of them, so I just moved on thinking I’d find answers somewhere else.
He later asked me in passing if I had things to transfer (iTunes, photos, etc.) and I said yes, but I didn’t have my laptop with me. I asked if that was a problem and he said no, I could do it later. What he didn’t tell me was that there were consequences to not doing it right then and there – and they involve some $$.
Fast forward to today, when I finally had time to go in with my laptop and the new MacBook for the appointment I scheduled to make the transfer. Imagine my suprise when the Genius I drew for my appointment wanted $50 to make the transfer. Umm hello? This is a service they offered me the day I bought the computer. I just didn’t have my laptop with me. I explained that I was never told that it was a one-time deal and that I would have to pay if I wanted it done later. I told him that had I known I would have delayed my purchase until I could bring the laptop with me. He didn’t really care. In fact, he laughed, apologized, and said there was nothing he could do. He did go to speak to the manager, but he came back laughing some more and still told me it was $50. OR I could spend $100 for the one-to-one classes they offer.
Riiiiight. If I don’t want to pay $50 for a service they offered me for free, why would I pay $100?
Now I understand policy. Really, I do. I respect policies. I respect that they are in place for a reason and that to deviate from policies sets you up for all kinds of slackitude in other areas. HOWEVER! When you are going to enforce a policy with your customers, isn’t it customary to INFORM THEM OF THE POLICY IN THE FIRST PLACE???? How can you hold a customer to a policy they knew nothing about?
I explained that the sales rep never explained to me that there would be an additional charge and was answered with “Well he was supposed to.” Not my problem people! I am not responsible for your poor training practices, or the fact that you hire people who are 1 – idiots and 2 – uninformed/uncaring about your policies and the principles of good customer service.
So here’s what I have to say to Apple – EPIC FAIL! Customer service is everything, especially in an economy where people aren’t exactly beating down the doors of retail establishments to empty their pockets.
ETA: I feel the need to clarify here – I love Apple products. I have quite a few of them and I’m very happy with them. I’m not hating on all things Apple, so please unwad your panties before you hit the comment button. My beef is with this particular Apple store. It’s not the first time I’ve had problems at this store, and it turns out it wasn’t the last either. They hire sales people who have never owned a Mac. I know this because two different sales people from this store told me that before working there they had never even used a Mac. That doesn’t seem practical to me, but that’s just me.
Sorry to hear that your Apple store experience wasn’t superior, which Apple typically strives to accomplish. How did this encounter end–did you ever have your data transferred to the new computer?
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January 5th, 2009 at 9:04 pm
People like you are the reason Apple stores are insane. You’re damaging to Apple. You want everything cheap, and don’t have the know-how to understand how a RETAIL store works. Of course you’re going to pay for services! You say the sales person is the idiot, but after reading this article, it makes you look more like the idiot. Do a little more research on your own next time and don’t expect info like this to be spoon-fed to you. Also, it seems you don’t really know what a “fail” is.
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floating princess Reply:
January 8th, 2009 at 7:29 pm
@Mark,
No, Apple stores make people like me insane. I am well aware of how a retail store works. If I wanted everything cheap I wouldn’t shop in the Apple store in the first place, I’d be at Wal-Mart standing in line on Black Friday for one of their five bargain basement laptops for $199.
As I said in my post, I asked the rep about fees. He said it was no problem. Now in my language “no problem” kind if indicates that it will be included in the purchase price, as it would have been had I known to bring my laptop when I bought the MacBook in the first place. If he had informed me. You know – if he had done his job? I have no problem paying for a service I need when I know I have to pay for it in the first place. When I can make an informed decision.
Why in the name of Steve Jobs would I need to do research about Apple services prior to going to an Apple store where they have Apple representative who are supposed to know all the information about all things Apple? Why might I not believe I can do my research there? At the mothership? I’ll even bring my own spoon.
I know very well what a FAIL is. Your argument is a prime example.
Thanks for playing. Buhbyenow.
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January 8th, 2009 at 11:18 am
Mark, you ignorant slut.
How is it a customer’s fault that the sales people don’t bother to tell them what’s what up front?
It is the responsibility of a business to:
1. Treat it’s customers well.
2. Explain any costs up front.
3. Any info on a product you buy which is sold to you by a rep who, I believe, receives bonuses based on sales numbers, absolutely SHOULD be spoon-fed to a customer.
Apple makes a big deal about it’s helpful reps and I assume they wouldn’t be very happy with the behaviour of the idiot she was served by…oh and SERVED is the operative word. That dude is in customer service and as such should maybe, you know, SERVE.
You’re an idiot. Go away and come back when you have a valid argument.
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January 8th, 2009 at 4:06 pm
Seriously, the store should have simply apologized and did the transfer for free. However, tarring the whole company with the same brush and bawling about it on the Internet is bush-league kiddie bullshit. Learn how to network your computers and do it yourself next time, whiney McFailpants.
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floating princess Reply:
February 1st, 2009 at 10:37 pm
@J,
Whiny McFailpants? That’s awesome, really. And I did say the Apple Retail Store in my area, so I wasn’t tarring the whole company with the same brush. I even linked that particular store.
As far as learning to network my computers, what part of this being my first Mac did you not understand? PC to PC is no big deal; Mac to Mac I’m sure is not that big a deal either. PC to Mac is a little more involved when you’re a complete newb to the Mac WHICH I ALREADY EXPLAINED. So J, really? Kiss my bush league kiddie ass. It’s my blog and I’ll bawl if I want to.
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January 31st, 2009 at 11:09 pm
Also, apple posted record profits at it’s stores last quarter, failing economy and all. So I guess you’re the exception rather than the rule, if service is as important as you believe.
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January 31st, 2009 at 11:12 pm
it’s still pretty cool that we can transform our little gadgets into what ever we want to with the online version of the apple store. I mean the app store.
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November 28th, 2011 at 1:14 pm