So I wrote an e-mail to Tim Cook... **WITH RESPONSE (not from Tim Cook)**

[slugg]

As some of you may recall, I've had the worst luck when it comes to the Apple retail store. It's to the point where some of you don't even believe me. Well, I had another ridiculous experience today and it kind of set me off. I wrote this email to Tim Cook.

Yes, I know there's a 99.999% chance he won't ever read it. Whatever, now I can at least say I tried.

Mr. Tim Cook,

I realize that the chances of you actually responding to this are slim to none, but I feel something really needs to be said about my experience with Apple in my local store. I really hope to bring this to your attention so that the retail experience can be flawless, just like the rest of the Apple experience. The purpose of this email is to help improve the quality of Apple, since I really do love the company, its products, and what it stands for.

I live in Tampa, FL and I've just had the absolute worst luck at my store; people hardly even believe my stories. I mean I've been told lies, I've had my MacBook Pro damaged by the technicians, and I've even been ignored for hours when trying to get service. My girlfriend was treated poorly and it took me going to the store to get things straightened out. I even finally convinced a die-hard Windows user to switch to Mac, but when he showed up to buy a MacBook Pro, the representatives completely ignored him and he walked out. I have so many stories to share about the astonishingly terrible quality of customer service at this store, but that's for another time.

Well, today was the last straw. I walked in to buy a keyboard and a MacBook Pro Retina. I grabbed a keyboard from the shelf, walked around with it, and made eye contact with various Apple employees. Nobody tried to help me; nobody even acknowledged my presence. I went up to one of the guys with an iPad and he told me that he was "a genius and only did tech support," but then offered to find someone for me. I stood around for 15 minutes and still didn't receive any acknowledgement that I was even there. I walked around, made eye contact a few more times with idle employees; not a single one did anything. I held the keyboard up and pointed at it, but still, nobody cared. I don't mind waiting, but at least acknowledging my presence isn't much to ask for. Finally, I went to the closest MacBook Pro and typed up a little letter explaining what had happened and that I was taking my business to Best Buy.

I don't understand why I have the worst luck with Apple's retail experience. I hear all these great stories about how fantastic Apple's customer service is, but I really do feel like I've been burned and mistreated over and over again. I can't think of a single pleasant experience in the Tampa store, actually. I love the products, I love the company, but my local store has some serious issues.

I really hope you're able to read this email and take it to heart. I look forward to hopefully reading your response.

Thank you for your time,

 

[jpeyton]

Why bother going to an Apple Store anyway, besides trying to look hip next to all the high schoolers on summer break?

Best Buy gives you a better deal. Their MacBook prices are anywhere from $10 to $100 off MSRP. The Apple Store charges MSRP.

Use a Reward Zone card to get another $20-$40 back in Best Buy gift cards.

Use an online cash back portal (like Chubwallet) to get another $30-$50 cash back.

Time is money, and shopping at an Apple retail store wastes both.

 

[ChAoTiCpInOy]

Just wondering. Do you have an iPhone?

 

[slugg]

Just wondering. Do you have an iPhone?

Yea. I have an iPhone 4 and had a 3G before it. Best two phones I've ever had. I've had bad experiences at the actual Apple store with them, but the products themselves are just AWESOME. Looking forward to the 5, although I am keeping my mind open for a Windows 8 phone. I'll wait and see.

 

[ChAoTiCpInOy]

Yea. I have an iPhone 4 and had a 3G before it. Best two phones I've ever had. I've had bad experiences at the actual Apple store with them, but the products themselves are just AWESOME. Looking forward to the 5, although I am keeping my mind open for a Windows 8 phone. I'll wait and see.

If you had your iPhone with you in the store. With the Apple Store app, you could do everything from your iPhone without needing to talk to anyone. I was just in an Apple Store today and there were little signs saying to do that, didn't you see one of those signs?

 

[slugg]

So I could just pay for the stuff and walk out the front door? Wouldn't that look like shoplifting? Anyhow, to answer your question I didn't see any signs anywhere mentioning that. But with Best Buy having the same or better prices, I may just stick with them in the future.

 

[Printer Bandit]

instead of walking around making eye contact, how about just walking up and talking to them?

 

[jonesthewine]

If you had your iPhone with you in the store. With the Apple Store app, you could do everything from your iPhone without needing to talk to anyone. I was just in an Apple Store today and there were little signs saying to do that, didn't you see one of those signs?

You can't purchase items with a serial number that need to be registered, like computers, phones etc...via the apple store app...only peripherals like cases, mice, keyboards, speakers
...

 

[TheStu]

So I could just pay for the stuff and walk out the front door? Wouldn't that look like shoplifting? Anyhow, to answer your question I didn't see any signs anywhere mentioning that. But with Best Buy having the same or better prices, I may just stick with them in the future.

Yea, first time I did it, it really messed with my head. But that is how it works.

instead of walking around making eye contact, how about just walking up and talking to them?

He did, read what he sent Tim.

 

[ChAoTiCpInOy]

Smart thing to have done was go to a Retina Macbook Pro and click on the iPad next to it to get someone to come to you so they can get you ringed up and ready to go.

 

[Don Vito Corleone]

Personally it makes no sense to me to write to the CEO of one of the world's largest corporations to complain about the service in a retail store, rather than just speaking to the manager, but what do I know?

 

[slugg]

Smart thing to have done was go to a Retina Macbook Pro and click on the iPad next to it to get someone to come to you so they can get you ringed up and ready to go.

Eh, my bad. Sorry that I assumed I'd get helped after I spoke to a representative with an iPad and he told me there would be someone out there. I assumed one of the many idle employees that were busy socializing with each other would help me. Yes, I guess I'm the idiot.

Personally it makes no sense to me to write to the CEO of one of the world's largest corporations to complain about the service in a retail store, rather than just speaking to the manager, but what do I know?

I've spoken to the manager of that store when they broke my keyboard on my MacBook Pro. He was a jerk and didn't do anything. Pass. But yes, I do realize that this email to Apple's CEO was almost definitely a futile task, but once in a blue moon, he does respond. I'm not holding my breath, though.

 

[ChAoTiCpInOy]

Eh, my bad. Sorry that I assumed I'd get helped after I spoke to a representative with an iPad and he told me there would be someone out there. I assumed one of the many idle employees that were busy socializing with each other would help me. Yes, I guess I'm the idiot.

No one called you an idiot. I'm saying the smart thing would have gone to the computer that you were looking to buy and then using the iPad to call over a specialist to come ring you up. The iPads have timers also so you know when someone is coming over to help you.

The Apple Store is extremely busy and the steps they've taken have made things extremely efficient. It seems to me that you're complaining a lot about something that they've already taken steps to alleviate (customers being helped).

 

[AliceWonder]

I'm sorry, I taped a sign to your back that said "Ignore Me"
Next time, it will say "Kick Me" - overdone, I know, but at least you won't be ignored.

OK seriously, I have trouble believing this. It is hard for me to walk into an Apple store without someone trying to sell me a bunch of stuff I don't need or want.

I suppose it is possible in your area it really does just suck, but unless you have made such an ass of yourself that there is your photo with the caption "time waster" in the back employee room, I find it hard to believe.

As far as the iPhone app, I'll never use it. If I go into a store, I expect customer service. If I didn't want customer service, I would not have wasted my time going to a physical store.

 

[ChAoTiCpInOy]

As far as the iPhone app, I'll never use it. If I go into a store, I expect customer service. If I didn't want customer service, I would not have wasted my time going to a physical store.

It's actually pretty handy especially when you're buying small products (like keyboards, cases). It's pretty jarring through when you scan and buy something and then you walk out thinking someone might stop me because they think I'm stealing something.

 

[TheStu]

No one called you an idiot. I'm saying the smart thing would have gone to the computer that you were looking to buy and then using the iPad to call over a specialist to come ring you up. The iPads have timers also so you know when someone is coming over to help you.

The Apple Store is extremely busy and the steps they've taken have made things extremely efficient. It seems to me that you're complaining a lot about something that they've already taken steps to alleviate (customers being helped).

He went and approached a person, how was he supposed to get help more directly than that? Add to the fact that he apparently has had a series of bad experiences, and you have to wonder why he hasn't emailed anyone before this.

OP, I never doubted that you have had bad luck, my bad luck store is Best Buy, if I ever set foot in a Best Buy with the intention to actually buy something, no one ever asks if I need help. If I am just there to browse, then they all show up to ask if I need anything.

I'm sorry, I taped a sign to your back that said "Ignore Me"
Next time, it will say "Kick Me" - overdone, I know, but at least you won't be ignored.

OK seriously, I have trouble believing this. It is hard for me to walk into an Apple store without someone trying to sell me a bunch of stuff I don't need or want.

I suppose it is possible in your area it really does just suck, but unless you have made such an ass of yourself that there is your photo with the caption "time waster" in the back employee room, I find it hard to believe.

As far as the iPhone app, I'll never use it. If I go into a store, I expect customer service. If I didn't want customer service, I would not have wasted my time going to a physical store.

My old apartment was 10 minutes from the Apple Store. When I got my AppleTV, I went there instead of anywhere else since it was closer. I don't need customer service to buy an AppleTV. Same would apply to a charger, or a keyboard or who knows what.

 

[slugg]

It's actually pretty handy especially when you're buying small products (like keyboards, cases). It's pretty jarring through when you scan and buy something and then you walk out thinking someone might stop me because they think I'm stealing something.

I'm actually curious to see what happens if I do this. With my luck in that store, I'm gonna get tackled over and handcuffed. Something about a minority walking out of an Apple store with electronics in his hands, no receipts, no bags... LOL!

 

[AliceWonder]

I'm actually curious to see what happens if I do this. With my luck in that store, I'm gonna get tackled over and handcuffed. Something about a minority walking out of an Apple store with electronics in his hands, no receipts, no bags... LOL!

Oh my. Florida you said?
I hate to say it, but that's a distinct possibility as to why you aren't getting help.

I'm not a minority but I'm from a racially mixed family and I see crap like that all the time when out with family members, the sales people are biased against minorities and assume they aren't there to spend money. They'll approach me even when it clearly is my brother that is interested, or they'll approach him with a "can I help you" tone that clearly means "We are watching you".

It's worse in the south from what I hear.

Hate to say it but that might explain it.

 

[slugg]

Holy crap, I got a response.

But it wasn't from Tim Cook. And it wasn't an email. I got a call from the store manager, Chris (didn't get the last name). He was very nice, very helpful, and said that he really wants to turn the letter into a positive thing. He explained to me their strategy for helping customers in the store and how it "failed me," apologized, and said that there's obvious need for improvement. He said that this isn't the first time he's heard of it happening, so they're looking into new strategies for finding customers that need attention.

Then he focused on how bad he felt that I've had such bad luck with the store. I told him that I have friends who've had fantastic experiences, and that I've even had great experiences at the Brandon store ~1 hour away, but it just seems like I've had terrible luck with this store. He said it was unacceptable and that while he can't do anything about past experiences, he wants to personally make sure that my next experience at the store is a good one. He said he'll be emailing me his contact information and to just get a hold of him next time I need to go to the store.

I'm impressed that the email was actually read and responded to. I honestly expected absolutely nothing from it, but it was a pleasant surprise.

That being said, I can't help but think about all the bad times I've had and I don't know if I'm ready to give them another chance at the moment. My experience with Best Buy was quite good and I don't have a history of problems with them. I feel like my local Apple store has "cried wolf" so to speak. The call was a very nice gesture that goes well above and beyond most other companies' customer service, but does it make me feel comfortable about shopping there? Honestly, I really don't know yet.

 

[dave_the_nerd]

Well, the trick is to, after the manager fellates you a couple times, see if you can get the same, or even an adequate, level of service from the other employees.

I've worked at enough corporate chains to know that every store is a little different, and for whatever reasons, some stores are really bad and some are really good.

 

[slugg]

Well, I never got that email from the Tampa store manager (or anyone from Apple). I've checked my spam folder: nothing. I can't say I'm surprised; I kind of expected a false promise from them store at this point.

I want to make something clear: for what they are, I love Apple products. I use them, recommend them to other people, and will more than likely continue using them for a while. But I'll never give another penny to my local Tampa store, and I'll never recommend going there. I hope others have better experiences.

 

[Tegeril]

You have only given him one day. While he was certainly prompted by someone higher up to take action, he may well not have been working today. Apple requires that pretty much everyone make weekends available and some people may not be working every week day. Now if there's nothing tomorrow...

 

[KeypoX]

Im from tampa too, what store is this? Tho I have never had anything more than an indifferent experience in an apple store. It amazes me how little they know about computer and technology tho, including their own products.

I may buy an air, mbp or an ipad 7" eventually, but only own iPhones and software at present.

 

[slugg]

You have only given him one day. While he was certainly prompted by someone higher up to take action, he may well not have been working today. Apple requires that pretty much everyone make weekends available and some people may not be working every week day. Now if there's nothing tomorrow...

I guess you're right. I don't think he specifically said when he'd email me, but you'd think it would be nearly instant, right? Anyhow, still nothing.

Im from tampa too, what store is this? Tho I have never had anything more than an indifferent experience in an apple store. It amazes me how little they know about computer and technology tho, including their own products.

I may buy an air, mbp or an ipad 7" eventually, but only own iPhones and software at present.

The store at International Mall. That's the only Tampa store, to my knowledge. There's another store in Brandon in their mall. It's smaller, but the service and people there are much better. For me, it's a major drive to get there.

It ultimately boils down to warranty support: you have no choice but to bring it to an Apple store. During purchasing, you have the option of ordering online if you don't mind waiting, or going over to Best Buy if you need it immediately (my case). But when you need support, you're at the mercy of your local store, and since this one seems to treat me like crap and generally do a bad job, I'd highly advise against going there. Maybe your experience would be better.

 

[dave_the_nerd]

I guess you're right. I don't think he specifically said when he'd email me, but you'd think it would be nearly instant, right? Anyhow, still nothing.


The store at International Mall. That's the only Tampa store, to my knowledge. There's another store in Brandon in their mall. It's smaller, but the service and people there are much better. For me, it's a major drive to get there.

It ultimately boils down to warranty support: you have no choice but to bring it to an Apple store. During purchasing, you have the option of ordering online if you don't mind waiting, or going over to Best Buy if you need it immediately (my case). But when you need support, you're at the mercy of your local store, and since this one seems to treat me like crap and generally do a bad job, I'd highly advise against going there. Maybe your experience would be better.

Tampas a pretty big city. You mean there aren't ANY independent shops that do Apple repair work?

We have four apple stores in the area, but I usually go to www.firsttech.com because it's closer.