I cracked the screen on my company-issued iPhone 6, and needed to have it replaced. I made an appointment at the nearest Apple store this past Tuesday, and here's how it went.

Walked into the store 5 minutes before my appointment and was greeted by an associate. Told her I had an appointment, and she directed my to a line to check in with another associate. Waited 5 minutes in that line, and when it was my turn he started checking me in on his iPad. He restarted the app 4 or 5 times because it wouldn't connect and update. At one point he used his mic and earpiece to ask if someone had a working iPad. It finally worked, and he told me to just hang out and someone would find me in a few minutes.

I milled around, and finally took a seat at the "Genius" bar. Observing the store, it was apparent that there were 6-8 associates in red shirts on the floor. Probably 20 or so customers. For the most part, the associates were just interacting with themselves, and the customers were either waiting or just looking and playing on the various products. If I wanted to buy something, I'm not sure how that would even work. When I was browsing, no one approached me. There is no register or designated checkout place.

There were 3 or 4 guys in street clothes that were playing grab ass and going in and out of the back room. They talked to a couple of associates once or twice. Saw a couple of them leave at some point. ???

When an associate finally came out and found me it was 25 minutes after my appointment. Mind you, there were several that had just stood around doing nothing during my wait. He looks at my phone and tells me that to replace the screen, it has to be calibrated and their machine is broken. So he replaces the entire phone for a new (?) one for the same price. Swaps the SIM card out and I'm on my way in about 10 minutes. Oh, and during the setup I select the store's wifi and try to log into itunes. It keeps rejecting me. He says they are having an issue with that.

So, I'm definitely not impressed with their professionalism, their ability to keep their appointments, or their ability to keep their own business network and apps working properly. But I did finally get a fresh, new phone out of it.

On Thu, 31 Dec 2015 07:43:37 -0800 (PST), wrote:

I cracked the screen on my company-issued iPhone 6, and needed to have it replaced. I made an appointment at the nearest Apple store this past Tuesday, and here's how it went.

Walked into the store 5 minutes before my appointment and was greeted by an associate. Told her I had an appointment, and she directed my to a line to check in with another associate. Waited 5 minutes in that line, and when it was my turn he started checking me in on his iPad. He restarted the app 4 or 5 times because it wouldn't connect and update. At one point he used his mic and earpiece to ask if someone had a working iPad. It finally worked, and he told me to just hang out and someone would find me in a few minutes.

I milled around, and finally took a seat at the "Genius" bar. Observing the store, it was apparent that there were 6-8 associates in red shirts on the floor. Probably 20 or so customers. For the most part, the associates were just interacting with themselves, and the customers were either waiting or just looking and playing on the various products. If I wanted to buy something, I'm not sure how that would even work. When I was browsing, no one approached me. There is no register or designated checkout place.

There were 3 or 4 guys in street clothes that were playing grab ass and going in and out of the back room. They talked to a couple of associates once or twice. Saw a couple of them leave at some point. ???

When an associate finally came out and found me it was 25 minutes after my appointment. Mind you, there were several that had just stood around doing nothing during my wait. He looks at my phone and tells me that to replace the screen, it has to be calibrated and their machine is broken. So he replaces the entire phone for a new (?) one for the same price. Swaps the SIM card out and I'm on my way in about 10 minutes. Oh, and during the setup I select the store's wifi and try to log into itunes. It keeps rejecting me. He says they are having an issue with that.

So, I'm definitely not impressed with their professionalism, their ability to keep their appointments, or their ability to keep their own business network and apps working properly. But I did finally get a fresh, new phone out of it.

I had a problem with my Apple TV. Looked on the internet for dealers, and lo and
behold, our local WalMart was listed. Went there, asked an associate if they had the
item, and was led to the item. I paid at the electronics counter with no wait. Whole
process took less than five minutes.

Wonder if Apple hires union labor?
--

Ban idiots, not guns!

On Thu, 31 Dec 2015 07:43:37 -0800 (PST), wrote:

I cracked the screen on my company-issued iPhone 6, and needed to have it replaced. I made an appointment at the nearest Apple store this past Tuesday, and here's how it went.

Walked into the store 5 minutes before my appointment and was greeted by an associate. Told her I had an appointment, and she directed my to a line to check in with another associate. Waited 5 minutes in that line, and when it was my turn he started checking me in on his iPad. He restarted the app 4 or 5 times because it wouldn't connect and update. At one point he used his mic and earpiece to ask if someone had a working iPad. It finally worked, and he told me to just hang out and someone would find me in a few minutes.

I milled around, and finally took a seat at the "Genius" bar. Observing the store, it was apparent that there were 6-8 associates in red shirts on the floor. Probably 20 or so customers. For the most part, the associates were just interacting with themselves, and the customers were either waiting or just looking and playing on the various products. If I wanted to buy something, I'm not sure how that would even work. When I was browsing, no one approached me. There is no register or designated checkout place.

There were 3 or 4 guys in street clothes that were playing grab ass and going in and out of the back room. They talked to a couple of associates once or twice. Saw a couple of them leave at some point. ???

When an associate finally came out and found me it was 25 minutes after my appointment. Mind you, there were several that had just stood around doing nothing during my wait. He looks at my phone and tells me that to replace the screen, it has to be calibrated and their machine is broken. So he replaces the entire phone for a new (?) one for the same price. Swaps the SIM card out and I'm on my way in about 10 minutes. Oh, and during the setup I select the store's wifi and try to log into itunes. It keeps rejecting me. He says they are having an issue with that.

So, I'm definitely not impressed with their professionalism, their ability to keep their appointments, or their ability to keep their own business network and apps working properly. But I did finally get a fresh, new phone out of it.

Your experience is not unusual.
I really wonder about our future with the 20 somethings who are going
to inherit it. The idea that they are entitled to screw around when
they are supposed to be working is not unusual at all.
The idea of customer service is simply lost in this "hit the price
point" world but Apple can't even use that excuse because you are
paying premium prices for everything. You expect it at Walmart or Home
Depot but in that store, a manager would be explaining to me why he
wasn't doing his job and I have no problem going over his head if I
have to. Eventually you would find someone in Apple management who
cares.

On Thu, 31 Dec 2015 12:06:00 -0500, wrote:

On Thu, 31 Dec 2015 07:43:37 -0800 (PST), wrote:

I cracked the screen on my company-issued iPhone 6, and needed to have it replaced. I made an appointment at the nearest Apple store this past Tuesday, and here's how it went.

Walked into the store 5 minutes before my appointment and was greeted by an associate. Told her I had an appointment, and she directed my to a line to check in with another associate. Waited 5 minutes in that line, and when it was my turn he started checking me in on his iPad. He restarted the app 4 or 5 times because it wouldn't connect and update. At one point he used his mic and earpiece to ask if someone had a working iPad. It finally worked, and he told me to just hang out and someone would find me in a few minutes.

I milled around, and finally took a seat at the "Genius" bar. Observing the store, it was apparent that there were 6-8 associates in red shirts on the floor. Probably 20 or so customers. For the most part, the associates were just interacting with themselves, and the customers were either waiting or just looking and playing on the various products. If I wanted to buy something, I'm not sure how that would even work. When I was browsing, no one approached me. There is no register or designated checkout place.

There were 3 or 4 guys in street clothes that were playing grab ass and going in and out of the back room. They talked to a couple of associates once or twice. Saw a couple of them leave at some point. ???

When an associate finally came out and found me it was 25 minutes after my appointment. Mind you, there were several that had just stood around doing nothing during my wait. He looks at my phone and tells me that to replace the screen, it has to be calibrated and their machine is broken. So he replaces the entire phone for a new (?) one for the same price. Swaps the SIM card out and I'm on my way in about 10 minutes. Oh, and during the setup I select the store's wifi and try to log into itunes. It keeps rejecting me. He says they are having an issue with that.

So, I'm definitely not impressed with their professionalism, their ability to keep their appointments, or their ability to keep their own business network and apps working properly. But I did finally get a fresh, new phone out of it.

Your experience is not unusual.
I really wonder about our future with the 20 somethings who are going
to inherit it. The idea that they are entitled to screw around when
they are supposed to be working is not unusual at all.
The idea of customer service is simply lost in this "hit the price
point" world but Apple can't even use that excuse because you are
paying premium prices for everything. You expect it at Walmart or Home
Depot but in that store, a manager would be explaining to me why he
wasn't doing his job and I have no problem going over his head if I
have to. Eventually you would find someone in Apple management who
cares.

Nope, WalMart much better to customers.
--

Ban idiots, not guns!