My brother-in-law is a long-time Windows user. He and his wife have several iPods, so he appreciates some Apple design, but he’s now much less likely to ever consider purchasing any other Apple product thanks to a couple of really crappy experiences he had this week at our local Market Mall Apple Store. Here’s his story, with a few sanitizations, as told to a number of friends and family via email.
Day One:
So, today I was in the area of an Apple Store I decided to “drop-in” to address an issue with my wife’s iPod. What I did not know what that the Apple Store had become such elitist b*st#rds that they do not accept drop-in’s. I was made aware of this by a 65 year old sales person who took great pride in delivering, with a smug look, this information to me – handing me a card where I could go book an appointment. Unfortunately when I left, I forgot to ask her if I need to go to the doctors to get a note for a specialist as I might need one to fix the problem.
Great customer server – heaven forbid you want to drop-in and buy something from those elitist b*st#rds.
A not so frustrated PC user.
The Next Day:
I arrived at the Apple store last night for my 5:00 appointment at about 5:05. I met a lady and I told her I had an appointment. She went onto the computer (or do these smug people call them Mac’s, I don’t know these days) and she stumble through the reservation system. Unable to find me, she called her colleague over. The young bright wiper snapper was able to find me in the system where the snot nosed little s*** had the audacity to mark me as late – right in from of me!
Then, the two of them scurried off like I had the Swine Flu only to have the now brilliant little s*** return to inform me that I had booked the wrong type of reservation. I had booked a “Personal Shopping” reservation instead of a “Genius Bar” reservation.
Now you geniuses among us tell me, how the hell is a happy Windows user EVER going to figure out that “Genius Bar” equates to “Technical Support”?
Now my wife is having to deal with the arrogant pr***s as I refuse to set foot in their store again!!!!
And they wonder why they have not penetrated the world market in greater numbers.
A still satisfied Windows User.
In response to a family member who wondered why he didn’t complain, “The problem is I tried to complain last night, but I need an APPOINTMENT to talk with the manager!!!”
Really sad to hear about this. Personally, I go to WestWorld Computers, where I’ve always gotten excellent service.
Shame on you, Market Mall Apple Store!
January 2010 update: despite the service failure, since this post my brother-in-law has acquired both an iPhone and a 27″ iMac. Take from that what you will 🙂
Comments
10 Responses to “Crappy Experience at the Calgary Apple Store”
Knowing the state of customer service in Alberta (and Saskatchewan now) I’d be inclined to say this experience is more related to the fact that you can’t find good help anymore than anything else.
– An always satisfied Apple user.
Apple Corporate needs to be made aware of this situation. Sure, the folks in some Apple stores tend to get a little cocky, but the folks in this store are taking it way too far.
You might start by emailing this to steve@apple.com. Seriously. Steve won’t ever see it, of course, but someone does manage that account and people with bad Apple experiences have had success in the past. Also let the district office know about this experience.
This reminds me of a commerical (not sure if it airs in Canada) where the woman says something to the effect of “I guess I’m not cool enough to own a Mac.” I, too, am a satisfied Windows user. 🙂
Sorry to hear about your bad experience. I’ve had nothing but good experiences at the Apple Store. Have you tried to just drop in to a car dealership lately? or a Doctor’s office, or your phone company, etc….?
I actually think this service model works better than the “drop-in and wait in line” that we’re used to. It’s a paradigm shift that takes getting used to, but that doesn’t mean it’s bad.
I fully agree with Jeff M. I suspect the real problem is that its tough to get good low-priced help in Alberta now. Every store I can think of is suffering from the effects of that situation.
By the way, I’ve been using PCs for 20+ years, Linux for several, and a Mac for about a year. There are some things I like about the PC and many I don’t. Many things I like about the Mac and some I don’t. Linux is about 50-50.
The worst thing about the Mac…is the zealots.
Yeahhh, it still sounds as though the folks at the store didn’t take the time to explain how the whole process works. My B-I-L seems over it though, as he now owns an iPhone and plans to buy an iMac in order to program for it 🙂
Well, I think you have to take responsibility for your own experience, you expected a crappy experience and that is what you gave yourself. Their website clearly explains 6 different types of registrations you can make at their site: http://www.apple.com/ca/retail/marketmall/ I just called that store and had no trouble understanding their system designed to help you, and he even said, if you just stop in, your taking your chances that no-one will be available to help you.
In my experience during 10 apple product lifetimes, their service has been outstanding beyond belief and I always pay for the 3 year extended support because its easily worth the money.
I wish you luck with your PC, lol, have you ever called Microsoft for support, OMG – Dont get me started.
True enough Greg, note that I’m just the messenger here 🙂
I agree! It’s more style over substance at that store. I completely agree with the PC User. This store is to be avoided if you can help it. I had an experience with two Ipod Shuffles. I had purchased them in October as Xmas gifts for my nieces. I found out just before Xmas that they each had one so I bought them something else; then I left on a long trip. When I returned, it was 4 months after I bought the Shuffles. The Apple Store in Market Mall refused to take them back at first. Here’s what they said: if an Ipod is sitting on the shelf too long they can’t guarantee that the battery will work properly. I asked them what they do with Ipods that don’t turn over within 4 months: do they throw them away? He said that Apple never has overstock. Hmmmm….
They finally did take them back but only if I accepted a “gift card”. I did! And then I asked him what they were going to do with the Ipods they just took back. Are they going to sell them to someone else having just told me that they probably don’t work? Has any-one who has bought one as a gift (say in September for a Xmas gift) been told that they must be used right away to keep the battery safe?
Somethings fishy at the Market Mall Mac Palace.
My boyfriend and I went to the Mac store -without an appointment, God forbid – to buy a new 13″ Macbook Pro. I’ve never been subjected to such a stressful buying experience in my entire life. That place is a mess – it’s pretentious, chaotic and makes the simple act of purchasing something to be a highly complicated process.
After we told the 50+ year old sales guy who knew everything (he must, as he continually corrected me AND my boyfriend on everything we said) that we wanted the 13″ MacBook Pro, he disappeared for almost 10 minutes. One of his evil minions came out from behind the back room with my computer, and then after some whispered discussion, he took my iMac back with him into the back room, saying “Be back in a sec” without explanation.
He came back out 5 minutes later, laptop in hand, and began an in-depth discussion with another employee across the room. We finally went up to the guy and asked him what was going on. He said that the One-to-One membership I requested was out of cards, and he came out with a smudged, handwritten thing. He fiddled around without talking to us. My boyfriend (who was buying me the laptop) saw the stressed out look on my face, and as the sales clerk tried ineptly to scan the laptop, my boyfriend said, “Actually we’ll just order it online, thanks,” and we left empty handed.
I love Macs – they’re great machines that run a lot more efficiently than my PC – but I hate Mac people. My boyfriend said afterwards, “When I’m going into a store to spend a lot of money, I expect my ass to be kissed, not kicked.” LOL!
Unfortunately the 13″ has been sold out everywhere we have been looking in Calgary, so it’s off to Best Buy tonight. At least it’s not a complicated 14-step process to buy it there. LOL! I’ll never go to that Apple Store again, it’s horrible, and the employees are nothing more than elitist smug asshole iGeeks.
It sounds more like the “Elitists” are signing into this, they all seem to give the impression they are “special”.
My better half and myself bought iphones there and was a great experience. We had a small problem when updating and the screen went to Chinese, a drop in to get help was no problem, no smugness or attitude of any kind just very polite people doing their job.