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

[slugg]

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.

In-warranty? No. We have plenty of shops, but all of those are out-of-pocket. None of them are covered by the warranty. That I know of, at least. Maybe this has changed?

 

[MotionMan]

Apple Retail Leadership Tells Stores It 'Messed Up' Employee Working Hours, Refutes Layoffs

Apple Inc.’s retail boss told employees that the company made mistakes with its staffing levels, leading to news reports that the company was cutting employees, according to two people familiar with the matter,” Ian Sherr reports for Dow Jones.

In a communication with store leadership teams, senior vice president of retail, John Browett, who took the reins of Apple’s retail stores in April, said that the company had been trying a new staffing formula for its retail stores, leading some employees to see their hourly shifts cut and retail locations to be understaffed,” Sherr reports. “This happened for a few weeks before the company decided to revert to its older system, hoping to rectify the problem.

Sherr reports, “He instructed leadership teams to tell employees, “We messed up,” according to two people who were aware of the communication, which also stressed that while shift schedules were affected, no one was laid off. He also wanted employees to know that it was hiring new staff, these people said. Apple acknowledged the retail staffing changes. ‘Making these changes was a mistake and the changes are being reversed,’ said Kristin Huguet, an Apple spokeswoman. ‘Our employees are our most important asset and the ones who provide the world-class service our customers deserve.’

OP, I wonder if that has something to do with your issues.

MotionMan

 

[dave_the_nerd]

In-warranty? No. We have plenty of shops, but all of those are out-of-pocket. None of them are covered by the warranty. That I know of, at least. Maybe this has changed?

http://www.apple.com/buy/locator/service/

...check again.

 

[Subyman]

I can't really relate with the experience of standing around for 15 to 30 minutes without actually talking to more than one employee. If I felt slighted like you did I would demand to speak with the manager in the store instead of typing up a letter and sending it to the CEO of the company. You seem to have taken great offense with the experience you had however it doesn't seem like you tried to make that known in the actual store. I'm sure if you would have made even a slight fuss in the store then then you would have been out of there with your MacBook Pro and your keyboard within a few minutes. I've been in many stores where if I just stand around looking at stuff nobody is going to acknowledge me. I usually go to the employee when I need help. I actually prefer it that way so I'm not bothered while browsing.

Anyway, hopefully it gets worked out and you can enjoy your new MacBook.

 

[kubani1]

I can't really relate with the experience of standing around for 15 to 30 minutes without actually talking to more than one employee. If I felt slighted like you did I would demand to speak with the manager in the store instead of typing up a letter and sending it to the CEO of the company. You seem to have taken great offense with the experience you had however it doesn't seem like you tried to make that known in the actual store. I'm sure if you would have made even a slight fuss in the store then then you would have been out of there with your MacBook Pro and your keyboard within a few minutes. I've been in many stores where if I just stand around looking at stuff nobody is going to acknowledge me. I usually go to the employee when I need help. I actually prefer it that way so I'm not bothered while browsing.

Anyway, hopefully it gets worked out and you can enjoy your new MacBook.

i agree, i hate it when i'm just browsing and staff start bothering me, leave me alone, if i want help, i'll ask for it. the only thing that i do want is that staff is properly trained so they can answer my questions, i find it irritating if i know more than they do about their own products.

 

[boomhower]

I wouldn't go unless you need repair work. Keyboard and notebook? Order from Amazon or another etailer and not pay tax.

 

[Rottie]

OP,
I had same experience at the local Apple store in southern california. I was waiting for someone so long I was like…nobody can see deaf black dude standing so long? But I never stopped going to the same store and make sure they know who I am! I also have gone to different Apple stores only 3 stores that know sign language and one deaf guy working at the store. It is nice to have Apple store know sign language.

 

[Rottie]

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.

It works for me too…They came to me and ask if I need help..I told them I am deaf they went to find someone who knows sign language.

 

[weevilone]

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.

The fact is that some stores are going to be better than others. I personally believe that Apple stores are some of the best stores, from a consistent quality of service perspective. Best Buy is probably equally consistent, but consistently bad. Obviously your experiences are different, but I don't think they were typical in either case.

I know so many people that have given up on Best Buy.

 

[PeeluckyDuckee]

There's bad people working for good companies and bad companies alike. If you want to make a difference you should voice your concern through effective channels, that may help yourself and others down the road. Lucky you, you won the lottery this go around.