Apple May Have Set The “Genius” Bar Too High
First off, I’ve been a pretty loyal Apple consumer since 2001. I used the Apple IIC machines in school, Windows then Linux machines through the 90’s, then came back to the light. I’ve purchased a PowerMac, a Mac Pro, 3 iMacs (one for me), several iPods, an iPhone and now an iPhone 3GS. You could say I’ve drunk the Koolaid–I prefer cherry with lots of sugar.
However, the service I’m seeing these days in the Apple retail stores is not what I would call exemplary. I think there are some good eggs in the Genius bar (one guy did a decent job on a HD problem my wife was having), however that goodness is eventually canceled out.
Here are three things I saw today during a trip to my local Apple store that you shouldn’t do when in retail:
1. Have no discernible cash register, then flub the process once someone miraculously finds it: I ended up behind a service customer, then was offered to make my purchase of an iPhone cover while standing in line behind the person, which was then mixed up, and confusion then ensued with it being unclear whether or not I was being double charged. All magically while still being aloof about the process. Note to Apple: Some of us have worked retail before and can manage to charge someone for something without passing out. You are over thinking the problem!
2. Irrational computer advice: I happened to be standing behind someone who advised a woman with a MacBook that to protect her laptop’s HD she shouldn’t move around with the computer while it is on. O RLY? Don’t move around with your laptop on? This was definitely a case that reminded me of CompUSA (R.I.P.), where salesmen would talk about “drive heads” and “platters” of the hard disk so that customers wouldn’t ask any actual questions. Reminds me of the time that I could not get a single person at CompUSA to confirm if they had ANY Linux-compatible modems. Note to Apple: We get it, you are smart. Don’t try make us feel dumb, especially when you are just spewing BS.
3. Making fun of customers: I must have missed the part in retail training where insulting customers makes them buy more product. I saw a sales rep tell a teenage boy that the computer he was considering buying was “for girls”. “Oh yeah”, he said, “I’ve seen a bunch of girls come in and buy this model”. Brilliant.
To sum up: I like Apple products. I like Apple’s online store. I’ve even signed up to be a part of Apple’s iPhone Developer Program (and my wallet is now lighter thanks to that). However, I don’t like your Apple retail stores. Everything costs more, and your “Geniuses” aren’t hitting the bar. Or maybe they should? It might knock them down a peg, closer to earth.
