apple hunting

if you are tired of hearing about my ipod saga, bye-bye! we’ll visit again another day! no hard feelings.

when last we left off, i had a busted ipod, future shop is forevermore in my bad books, and dad is without his ipod because i stole it it is my newest arm accessory.

tuesday, i did not have to be in to work at the store til mid-afternoon, so around noon-ish, i headed up to conestoga mall where the new apple store is located:

shiny, happy storefront!

this time i came fully armed:

my future shop receipt and the entire ipod kit and kaboodle

the store is very sleek, minimalist, and likely an apple lover’s heaven.

i stood around for five minutes while some sales associates were in conferences with customers and others stood around poking at their ipads. it was in vain that i tried to make eye contact with anyone.

i decided to be proactive, and approached a female associate, about my age:

“um, would someone be able to assist me, please? i have a few questions about my ipod shuffle.”

“do you have an appointment?” she inquired, not completely friendly-like.

i looked at her blankly.

“you have to make an appointment so that we can give you our undivided love and devoted attention [ok, maybe i made that up] and so we don’t have line-ups [that part i did not make up].

“even if i’m standing right here?” [call me old-fashioned, but if i am in a store, can i not access some customer service?].

“yes, you must have an appointment.”

“you’re for real.” i honestly said this. sorry, i try to be polite because i know what it’s like to deal with irked customers, but i could not believe i was going to get a run-around yet another time.

“well, when’s the next time you have some availability?” my hopes were not high that it would be anytime soon.

she called over a peon another employee who poked around on her ipad.

“2:30 p.m.”

bear in mind, this was about 12:15 p.m., by now. *niiiiiice.* even if had NOT had to go to work, no way would i just hang around the mall for two hours, filling time.

i accepted the store card so that i can book an appointment on-line – at this time, i have no clue as to when i can get back up to the mall, so i have not booked anything, yet.

so, that is where things stand now.

i can understand the reasoning behind making an appointment: buying an ipad, say, is going to take a lot of time. but, can the apple store not have a “stand-by zone,” where it’s first come, first serve and you take your chances or agree to wait?

what frustrates me is that 1) i had no idea that you MUST have an appointment to talk to someone at the apple store [how do you find out these things??] 2) i am so over this ipod foolishness! for the time and money spent thus far in chasing down a repair, i could have bought a new shuffle…which, i am guessing, is exactly what apple wants me to do!

tell me a HAPPY AND POSITIVE customer experience you have enjoyed recently! i am just all the more motivated to give customers at the store the best service i can – and we DO NOT require an appointment for a proper gait analysis and shoe fitting, please note!



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  • Zo  On October 27, 2011 at 2:12 pm

    That is pretty unbelievable. I think you should write to apple customer service about it (and your iPod issues).
    Last week my mother and I were clothes shopping. My mom, who now lives in california having moved from nj was almost disappointed by the lack of “jerseytude” from the sales people. People were polite and one even gaveuntil her a senior discount she didn’t know
    was available!

    • 1970kikiproject  On October 27, 2011 at 2:17 pm

      i love that – jerseytude. and offering discounts that you are entitled to but don’t know about – that is great customer service! glad you got to spend some time with your mom, zo!

  • Lisa  On October 27, 2011 at 9:46 am

    A scheduled ahead appointment???????!!!!!!! Are you serious?????!!!!!!
    Can you tell how I feel about that? 🙂

    At the Apple store here (even when it’s jammed full of wall to wall people) you just go to the section of the store that has the product you’re needing help with/about, get on a computer and click on the (I forget the wording they use) “talk to an associate” icon. When the next one is free…they come find you (so you have to stay where you are). Even with a full store, it takes about 3 minutes to get help! In fact, sometimes I wish I had more things to do in there just because I like their process!

    It’s settled, you should just come here and we’ll get all your iPod woes solved promptly 🙂

    • 1970kikiproject  On October 27, 2011 at 9:52 am

      now THAT is a customer service innovation i agree with – thanks for explaining, lisa! sounds efficient and makes common sense. think we can find an apple store near naples, florida to hit up together?!! 🙂

  • Johanna B  On October 27, 2011 at 8:49 am

    Check the fruit on your iPod. I think you bought a lemon instead of an apple.

    • 1970kikiproject  On October 27, 2011 at 9:14 am

      haha, YES! i agree. the last few ipods i have purchased have all been less than stellar…had i kept them all, i’d have a good lemon tree by now! 🙂

  • shaywmi  On October 27, 2011 at 8:46 am

    Have you checked out this website to trouble shoot the problem. It would be nice if either of the stores helped you but customer service no longer appears to be important

    • 1970kikiproject  On October 27, 2011 at 9:15 am

      thanks for the link!! i will check that out. i wanted to avoid mailing in/waiting, if at all possible. ideally, it would be nice to walk into apple or futue shop and walk out with a new unit. i know you understand customer service!!! 🙂

  • Averie @ Love Veggies and Yoga  On October 27, 2011 at 8:13 am

    so sorry you had to deal with this.

    yesterday i posted that i went to an independent computer store who could help me w/ mac questions b/c honestly i am sick of the appt’s only, genius bar stuff, too. And it’s always packed and loud and just over the top in there. Sorry you had to deal with this!

    • 1970kikiproject  On October 27, 2011 at 8:36 am

      yes, i am GLAD you had good luck with your computer situation, averie. the fact that they had what you needed in stock and you could walk out with the matter solved is great! i am interested to see what the customer service is like at apple when i do get around to “booking my appt”…and our location is loud, too. :/

  • Johanna  On October 27, 2011 at 7:30 am

    ARGH. Unbelievable. Apple has taken it TOO FAR. Wow. Breathe. I’ll say this, though, I’m not sure this is all Apple. I find that anything to do with the larger umbrella of “electronics” is so FRUSTRATING when it comes to customer service.
    OK, good customer service story. I went to La Vie en Rose recently to take advantage of a 2 for 1 deal they had on pjs and bras and the woman working there did such a great job taking care of me. I got a personal bra fitting and she dashed from change room to rack umpteen times in pursuit of the perfect bra for me. She was full of advice and knowledge – it was great. In the interest of full disclosure, I was the only one in the store for a glorious 1/2 hour but still… you could tell that she would’ve done a great job even if there’d been others. And on a happy note, ‘the girls’ have never looked better (apologies to the guys who read this but women know that this is important!).

    • 1970kikiproject  On October 27, 2011 at 8:37 am

      thanks for sharing my frustration, johanna!! and that is a wonderful customer service story at la vie en rose. haha, esp with bra try-ons, it’s great when you don’t have to run around and get sizes and styles yourself! 🙂 and, it’s a challenge to find the “perfect” bra and requires a lot of try-ons – similar to running shoes!

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