Apple Stores are Going Down the Drain
by bedtime_scares - 7/9/12 9:58 AM
Unfortunately, my latest experience with an Apple store played out very much the same as it has in recent months (possibly years).
Apple has become the company that everyone wants to work for, and for that, its not about the product for the employees, it becomes all about the image. As much the same as it was to work for HMV in the early turn of the millennium (2000-2006), and then we all found downloading.
Many companies wish they had the reputation that Apple now has to this very day, the same that Sony once had just under a decade ago. The wish that their product was the best, actually is the best, and everyone just as to have it. But with this comes one problem. Even Steve Jobs saw this potential problem in his day, and decided to not go with the herd.
That problem is this. If you make the coolest and best product that every consumer wants, you have to in turn build a company dedicated solely around the customer experience from date of purchase to infinity to ensure you stay on top. And once you lose even an increment of that experience, it will turn on you, and your brand will destroy itself from the inside out.
What does this have to do with Apple stores? EVERYTHING.
This is a rant, and because of that, keeping to a structure can be difficult. I'm invested with my words emotionally and I want them to mean something to someone besides myself. So here it is...
The Apple store is now the HMV of today. It is cool to work there, and apparently you don't need to know anything about the products to sell them. Wouldn't that be awesome if it were true. Granted, there are many Apple users such as myself that are well read, smart consumers and we take buying Apple products for more than just an image or because its cool. I buy Apple products because they work, and when, and if, they don't work to my very high standards, there is always someone willing to fix that (either through customer service with my Apple Care policy or at a Apple Retail location).
BUT NOT YESTERDAY! I purchased a mid 2012 13" Macbook Pro. It was the base model, as it was a gift, and then then opted to upgrade the Memory from 4GB of Ram to 8 GB of Ram. For only $90 (student pricing), how could you go wrong. Well, the gentlemen behind the genius bar was willing to do just that, everything wrong.
The new MacBook Pro laptops use 1600Mhz of DDR3 Memory. 2 years ago, they these laptops used to use 1067Mhz of DDR3 Memory. So why not just use the older models Memory in the new Laptop. The customer is only spending north of $1300.
Long story to a very long close. Apple sold me a computer, took it back for the upgrade, broke it (thats what happens when you install the wrong ram in their computers), smiled, gave it back and sent us on our way. They also forgot to discount the Ram as well.
It took 4 employee's, two of which were so called Genius's, 3 hours to say hi, sell me the laptop, install the wrong Memory and see me out the door.
This has been the worst experience in a retail store to date!
Believe me, there is more to this story, but I have an appointment with the Manager of that Location and I plan on engaging him diplomatically and getting as much money back as possible while at the same time, and brand new replacement computer.
(Masonville Mall, London Ontario Canada. Apple Retail Store... Avoid it)