I hate Apple so much, but they're awesome

[foghorn67]

Thats a true statement. I was going to edit my first post to say that I try not to go during the weekends to buy anything and make a genius appointment online first before taking anything in for service. But still, I haven't had to wait _that_ long ever, certainly not 45 minutes to purchase something. Genius appointments, sure, I've waited 20-30 minutes after my time slot but the geniuses were busy and then more than accommodating toward me.

EDIT: I'm in the Boston area and there are like 5 stores around here, maybe that helps?

There are three here. All of them in a shopping center well suited for their demographics. (Teenagers with rich parents, young couples, high income singles).

 

[pm]

I personally think the Apple Store is the worst part of buying anything Apple and I avoid going in if at all possible. I'd heard that they'd gotten better but we were in the Honolulu Apple store a few months ago and my mother wanted to buy one of those smart covers for her iPad2 and it was the usual experience... we waited and waited and waited and then finally after 30 minutes, we left and stopped at a Best Buy on the way back to our hotel and picked one up in under 5 minutes.

I understand that they are great about replacing things, and I've heard that it's much better if you make an appointment... but for me, the Apple Stores constitute the worst shopping experiences that I have ever had in any retail store... ever. After four bad experiences, I will not intentionally set foot in one ever again unless something I own needs repair and I make an appointment.

 

[ponyo]

If I needed to purchase something that was in stock on a non-release day, I've never waited more than 5 minutes to get an employee to help me. Usually 5-10 minutes after that to get it from the back and pay and I'm outta there.

I waited close to an hour to buy the iPad about two months after the initial launch. I asked if they had it in stock and they told me yes. I told them I would like to buy it. They took my name and then told me stay in the store to browse and someone would find me to help me buy. Wtf. I just wanted to get the item, pay, and get the hell out. That's how it works at every other retailer. I then waited for 45 minutes for some geek to find me so he could go to the back and bring me the iPad and help me checkout. I could've saved 45 minutes if the first person who told me they had it in stock went to the back and brought it out. I did ask that person why he couldnt just go to the back and bring me the iPad but he said that's not how the system worked. If I wasn't buying it as a present for the wife I would have left the store after 5 minutes of waiting. I'm glad to hear the retarded system has been changed but I still will never buy from Apple retail store.

 

[ponyo]

I personally think the Apple Store is the worst part of buying anything Apple and I avoid going in if at all possible. I'd heard that they'd gotten better but we were in the Honolulu Apple store a few months ago and my mother wanted to buy one of those smart covers for her iPad2 and it was the usual experience... we waited and waited and waited and then finally after 30 minutes, we left and stopped at a Best Buy on the way back to our hotel and picked one up in under 5 minutes.

I understand that they are great about replacing things, and I've heard that it's much better if you make an appointment... but for me, the Apple Stores constitute the worst shopping experiences that I have ever had in any retail store... ever. After four bad experiences, I will not intentionally set foot in one ever again unless something I own needs repair and I make an appointment.

Your experience pretty much mirrors my experience. It's the absolute worst shopping experience and I can't see how people put up with it. I know what I want. Let me buy the product quickly and go about my business. Don't keep me hostage in the store.

 

[Wonderful Pork]

Your experience pretty much mirrors my experience. It's the absolute worst shopping experience and I can't see how people put up with it. I know what I want. Let me buy the product quickly and go about my business. Don't keep me hostage in the store.

is it bad because its so busy and there aren't enough employees? If I know what I want before I walk into the store I go straight to the greeter and tell them what I want. And I've never waited (waited!) more than 20 minutes on a non-launch day. Total transaction time could be 10-30 minutes depending on what it is, but I've never not been helped for more than 20 minutes.

Again, it depends on where the store is located. If its the only one for 500+ miles in every direction I'd wager its more difficult & painful than having 5 or 6 in 100 miles like Boston does. But in those circumstances I'd just go to the store to try out what I'm looking at and order online for less hassle.

 

[ponyo]

is it bad because its so busy and there aren't enough employees? If I know what I want before I walk into the store I go straight to the greeter and tell them what I want. And I've never waited (waited!) more than 20 minutes on a non-launch day. Total transaction time could be 10-30 minutes depending on what it is, but I've never not been helped for more than 20 minutes.

Again, it depends on where the store is located. If its the only one for 500+ miles in every direction I'd wager its more difficult & painful than having 5 or 6 in 100 miles like Boston does. But in those circumstances I'd just go to the store to try out what I'm looking at and order online for less hassle.

There are plenty Apple stores in Atlanta. There's like one in every mall. I didn't think the store was that busy. I saw plenty employees/cashiers standing around picking their nose. Stores like Costco is multiple times busier yet they move the crowd. I enjoy shopping at stores like Costco even on weekends when it's packed. They don't try to keep me hostage. Seriously shopping at the Apple store is very similar to shopping at a car dealership.

 

[richierich1212]

Apple keeps people hostage to make the store look like it's populated and full of interest. Genius, perhaps? Maybe.

 

[Suspicious-Teach8788]

Your experience pretty much mirrors my experience. It's the absolute worst shopping experience and I can't see how people put up with it. I know what I want. Let me buy the product quickly and go about my business. Don't keep me hostage in the store.

2 days ago, I went to the San Jose store which is pretty damn large. It's the second largest store in the Bay Area next to the SF store. For the most part I think it's more crowded than the SF store simply because it's smack dab in the largest mall in the South Bay.

Well, I found an employee in 30 seconds. I asked him for a smart cover demo and he found an iPad an employee was using, grabbed the cover, and put it on an iPad.

He explained it for about 30 seconds and told me that they were about to line up and clap for one of their employees as she' sleaving to transfer to the east coast. I saw a 1 minute procession where all the employees clapped for her as she hugged coworkers and left. Then I told him that I want a cover with back protection and he named a few and told me to browse online as they don't sell 3rd party covers there. I thanked him for his help.

I can name 2-3 times where I got in and got out of the Apple store and that was for purchasing an iPod Touch screen protector, then the iPod Touch Incase slider case, and then OS X Snow Leopard. In all those cases I found an employee in no time, had them swipe my credit card and I was done.

I've hit up 5 of the stores in the Bay Area already and all of them are fast. I've had quick help at the Emeryville, San Francisco, San Jose (Valley Fair), San Jose (Oakridge), and Palo Alto (Stanford) stores. Not sure waht you guys are talking about.

I've had TWO repairs done on my MacBook Pro.

1) Audio clip was broken so it always thought my headphones were plugged in: I had a Genius Bar reservation at 12:30, but I was late. When I showed up they said we have one slot at 12:45. It was 12:42 or something. I waited for more than 3 minutes, but no more than 10 minutes. Someone came and helped me. Said they'd return my MBP in 3 days. Turns out I never got the call back (I had shit reception at work, but they didnt' leave a voicemail obviously). I dropped it off on Thursday, they supposedly were done on Sat, but since this Apple Store is next to my office, I went back on Monday after calling them and found out it was already done.

Mediocre experience.

2) HD was broken. I knew it was dead because it would halt a lot in OS. I ran diagnostics but could prove nothing. SMART data showed stuff was ok.

I took it in to the large Valley Fair store and with no appointment, they put me at the next slot for genius. I waited maybe 5-10 minutes tops. I didn't even get a chance to really play with the iPad before they called me. They ran diagnostics and said they'd do more tests. Changed my battery and fixed some fan sensor. Didn't change the HD. Since I wiped my HD already, I asked if I could install Snow Leopard and show them what's wrong. They let me install and during the install it couldn't detect the HD. Without question, the guy took my MBP and swapped the HD in 15 minutes.

I say this is typical support. Dell would want to see that your HD shows up as an error code before switching it out. To some experienced hardware guys like me, I know when my HD is clicking and dying, but it's our job to convince tech support to replace a certain part. Apple seems to only do it if THEY can verify it. Well, I'm glad I was able to show the tech my problem and he swapped it out.

 

[TheStu]

I say this is typical support. Dell would want to see that your HD shows up as an error code before switching it out. To some experienced hardware guys like me, I know when my HD is clicking and dying, but it's our job to convince tech support to replace a certain part. Apple seems to only do it if THEY can verify it. Well, I'm glad I was able to show the tech my problem and he swapped it out.

Very typical. I had to get my Surround replaced by AT&T since it was rebooting randomly and the screen wouldn't respond to touch on the left side after an unlock. Thankfully it rebooting just after being handed off to the employee, I am not sure if they would have replaced it otherwise (the left side had started work more consistently just before i got it replaced).

Logitech is one of the few companies that have replaced products of mine sight unseen (they didn't even want one of the mice back!).

 

[akugami]

...Dell would want to see that your HD shows up as an error code before switching it out. To some experienced hardware guys like me, I know when my HD is clicking and dying, but it's our job to convince tech support to replace a certain part. Apple seems to only do it if THEY can verify it. Well, I'm glad I was able to show the tech my problem and he swapped it out.

In fairness to Dell, and other companies, they're doing tech support online and there are a lot of uninformed users who can't troubleshoot a computer. Dell and other companies have a checkdown list they go through to help isolate the problems. This really is the most efficient way for them to do tech support because a lot of their tech support guys aren't that tech oriented but are good enough to follow a list to help diagnose problems and because most customers wouldn't know how to do basic troubleshooting anyways. Kill two birds with one stone.

 

[Oyeve]

Tekserve, at least in NYC, is pretty bad as an authorized apple reseller. You have to take a ticket, tell them in front of the store exactly what you want before they even give you a ticket # and really hate if you veer off and browse the store. I have been in an apple store twice but not to buy anything. I was with someone else who wanted a MBP. I had headphones on the whole time and when some "Genius" kept asking me a multitude of questions I just totally ignored her and kept browsing while I waited over an hour for my friend to buy his MBP. I was totally nauseated by the whole experience.

 

[MotionMan]

I personally think the Apple Store is the worst part of buying anything Apple and I avoid going in if at all possible. I'd heard that they'd gotten better but we were in the Honolulu Apple store a few months ago and my mother wanted to buy one of those smart covers for her iPad2 and it was the usual experience... we waited and waited and waited and then finally after 30 minutes, we left and stopped at a Best Buy on the way back to our hotel and picked one up in under 5 minutes.

I understand that they are great about replacing things, and I've heard that it's much better if you make an appointment... but for me, the Apple Stores constitute the worst shopping experiences that I have ever had in any retail store... ever. After four bad experiences, I will not intentionally set foot in one ever again unless something I own needs repair and I make an appointment.

In every Apple Store I have been in (California and New York), I could not take more than 5 steps in any direction, or stand motionless at a display for more than 10 seconds, without having a salesperson approach me and ask if I needed assistance. It can actually get annoying how much they want to help.

So, I would say that, as far as Apple Store service goes, YMMV.

MotionMan

 

[MotionMan]

There are three here. All of them in a shopping center well suited for their demographics. (Teenagers with rich parents, young couples, high income singles).

Aren't almost all Apple Stores in a mall (with the NYC Cube store being an exception)?

MotionMan

 

[Mopetar]

I personally think the Apple Store is the worst part of buying anything Apple and I avoid going in if at all possible. I'd heard that they'd gotten better but we were in the Honolulu Apple store a few months ago and my mother wanted to buy one of those smart covers for her iPad2 and it was the usual experience... we waited and waited and waited and then finally after 30 minutes, we left and stopped at a Best Buy on the way back to our hotel and picked one up in under 5 minutes.

I understand that they are great about replacing things, and I've heard that it's much better if you make an appointment... but for me, the Apple Stores constitute the worst shopping experiences that I have ever had in any retail store... ever. After four bad experiences, I will not intentionally set foot in one ever again unless something I own needs repair and I make an appointment.

Strange. I was in the Honolulu Apple store about two months ago when I was in Hawaii for a conference. I had left my charger for my iPad at home and needed to get a replacement. Took all of about two minutes to get it and get out of there. Also stopped back in one time after that just to use the internet because the Hotel didn't have good WiFi. I haven't been in any of the other stores, but I can kind of get your point.

If you seem like you want to buy something you'll get some assistance, otherwise I think they're used to so many people just coming in to mess around on their computers or look at stuff that they've decided not to bug people with too many questions.

 

[DisgruntledVirus]

Aren't almost all Apple Stores in a mall (with the NYC Cube store being an exception)?

MotionMan

The Lincoln Park store in Chicago is free standing as well. I have a friend who either works there or goes there regularly and takes pics of it to post to his fb.

 

[MotionMan]

The Lincoln Park store in Chicago is free standing as well. I have a friend who either works there or goes there regularly and takes pics of it to post to his fb.

I have seen a few "free standing" stores. Those are on a block with a bunch of other stores - your typical business promenade.

MotionMan

 

[Oyeve]

Aren't almost all Apple Stores in a mall (with the NYC Cube store being an exception)?

MotionMan

Also the one on 14th Street is freestanding.

 

[MotionMan]

Also the one on 14th Street is freestanding.

Right. I don't think we need a list of all the "freestanding stores".

Is there a way to determine how many Apple Stores are in a mall vs. "freestanding" (and what would the 3rd choice be?)?

MotionMan

 

[amdhunter]

Add me to the happy Apple users list.
http://forums.anandtech.com/showthread.php?t=2180441

 

[MotionMan]

Add me to the happy Apple users list.
http://forums.anandtech.com/showthread.php?t=2180441

You need to update your sig.



http://forums.anandtech.com/showthread.php?t=2173948

MotionMan

 

[pm]

Strange. I was in the Honolulu Apple store about two months ago when I was in Hawaii for a conference. I had left my charger for my iPad at home and needed to get a replacement. Took all of about two minutes to get it and get out of there. Also stopped back in one time after that just to use the internet because the Hotel didn't have good WiFi. I haven't been in any of the other stores, but I can kind of get your point.

If you seem like you want to buy something you'll get some assistance, otherwise I think they're used to so many people just coming in to mess around on their computers or look at stuff that they've decided not to bug people with too many questions.

So I will admit that I'm not totally clear on why it took so long. My mother was buying it, not me. My job entailed showing my daughter cool stuff on an iPad while we waited. But I thought my mother put her name on a list and then there were just so many people there buying iPad 2's (this was April) that we just ended up waiting for a sales associate for 20-30 minutes. I remember it was annoying enough that my normally sedate mother was peeved.

I'm pleased, and a bit surprised, to see so many people who think Apple Stores are great. I generally like Apple products... I just have had some poor Apple Store experiences all of which involved trying to buy some accessory. Like, I want to buy a pair of ear buds and this takes me 30 minutes for reasons that seem a mystery to me. Then I went in to buy a case for my iPad and it took an unreasonable amount of time. I don't remember the details of all of them but what I remember clearly thinking several times is "this is the stupidest system ever... where's the cash register so I can pay for this thing and get out of here".

 

[Spicedaddy]

The Apple Store system works if you're buying expensive stuff. You don't mind waiting a few minutes to have a dedicated rep when you're buying a 2000$ MBP, but if you want a 20$ item, it's unnecessary.

Only time I bought anything there was an iPhone 4 like 2-3 days after launch. It was at the Montreal store, waited 90 minutes in line, the reps were taking 2 people at a time and doing the contract activations or hardware upgrades. It was efficient considering all the people in line.

I've been to the San Francisco and NYC 5th Avenue stores and was offered help immediately but didn't buy anything.

 

[MotionMan]

The Apple Store system works if you're buying expensive stuff. You don't mind waiting a few minutes to have a dedicated rep when you're buying a 2000$ MBP, but if you want a 20$ item, it's unnecessary.

I am not sure what you mean.

Like I said above, my experience with Apple Stores have been very good. Whether I needed a small thing or a big thing, I have gotten in and out quite fast, IMO.

The only problem they have not been able to solve is the wait time on the Genius Bar. I usually get to see the Genius 20-40 minutes after my appointment time (I know it is hard to gauge how long everyone will take, so I cut them some slack on that).

MotionMan

 

[badb0y]

The one in New York has really good service too. They use the credit card swiper thing and you don't have to wait a long time.

 

[MotionMan]

The one in New York has really good service too. They use the credit card swiper thing and you don't have to wait a long time.

All the stores I have been in have the hand-held credit card swipers.

Do some of them not?

MotionMan