Apple stores now operating "by appointment only" ?

Hello KathySue,

This isn't really the place to vent your feelings but I have dug out some info to give you a better start next time.

All the same, I can imagine your frustration.

You don't have to make an on line appointment if you have the store's telephone number. I think it is 01603216600

Send a complaint to Feedback/ http://www.apple.com/uk/retail/feedback/

For troubleshooting and support issues, yes, you need to make an appointment. That isn't new. If you happen to hit the store on a slow day (non-existent at my local Apple Store), they may be able top make an attempt to work you in, but relying on that is likely to disappoint.

Howdy KathySue

Just how would Apple 'advertise' the fact that one needs a Genius Bar reservation? A sign in the window (you have already arrived)? A billboard (put it where)? A newspaper ad (not all read 'em)? Sky-Writing (seems like the best visibility)? You get the idea... advertising is not effective.

I am guessing that you were bringing in your iPhone or iPad, since you mention switching to Android. Many here swear by using > Apple Store on the App Store on iTunes < as a fast and easy way to make a Genius reservation.

*If you are going to the Doctor, you must make an appointment. If your want a table at a popular restaurant, you make a reservation (or sit in the Bar for a couple hours)

A 2 hour wait for a walk-in in an Hospital Emergency Room might be considered "brief".

You really are experiencing what happens when a company is caught right between "just right" and "too hot" porridge. Apple may need to open another store in your area - but that takes time & money

Bring back the excellent customer service you used to be known for!

Kathy, Please know that the only people here are other end-users like you. The feedback link that seventy one provides is your best action.

KathySue wrote:

Perhaps it is testament to the fact that I have so rarely needed help or advice, but I clearly recall being able to just walk into an Apple Store and to be helped by the first free employee available. Admittedly that was way back in the IPhone 3/4 era, but it was a service I valued.

To have half a dozen people standing around waiting to "book an appointment" seems overkill on the receptionist front and a massive disservice to both the customer and the employee. I object to being queued only to then be told I could be seen in two hours when there are so many employees doing nothing around me.

Spend less money on till monkeys and more on Apple tech savy people.

I'd say you can still do that. However, when you just walk in, you go to the end of the line as those who made appointments get priority since they, well, made an appointment. Since the line these days can be days long, you are not likely to get help on any given day if you just show up. Not all employees are able to handle technical questions as some are purely sales staff, so you cannot expect help from just any employee wanderiing by, since those sales folks are also usually fully occupied with shopper's questions.

Apple stores are busy places! In their defense, the appointment process is simple and works well, once you are aware of it that is.

seventy one provided the UK feedback link - here is non-specific (US?) > Store Feedback | Retail < know that this is merely a "market research company survey" conducted by a 3rd party

To be fair, Apple has grown to be the largest company (by revenue) in the world - through creating a loyal user-base and the iPhone. They seem to be maxed out with their penetration of Retail Stores in some areas, especially the major cities. I would be naive to think that I could responsibly advise opening another Store across the street. Seems the analogies to the Emergency Room and any popular restaurant are most apt.

Apple = caught 'twixt a rock and a hard place, methinks

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Seventy One provided the UK link because KathySue was talking about Norwich and the post time was in keeping with the UK Mind you, I would not be surprised to find a Norwich in the USA.

I never trust times, thanks to AlohaBob's weird hours AND the B U G s abounding.

I think Connecticut has a Norwich. We have towns in Texas named after nearly everywhere - Odessa (West Texas oilfields) comes to mind - "Dubya" Bush met his bride Laura there.

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KathySue wrote:

Wby isn't it widely advertised that you can no longer drop into an Apple Store for help or advice? I just made a special trip into Norwich only to be told that I had to "book an appointment" and that the next available slot was in two hours time.

Sorry but I am not happy about that! You used to be able to just walk in and talk to someone, now it seems that the army of meeter/greeters are just receptionists who can perform no other task than to book appointments and take your money.

i came specially and don't have two hours to spare waiting for an Apple employee who 'might' be able to help me.

Bring back the excellent customer service you used to be known for!

a life long apple fan... I can feel myself sliding towards android. At least they don't pretend to be accessible or customer friendly.

Option #2 is to wait in line for two hours. Which do you think is best?

KathySue wrote:

It's Monday, the buzz around 6s died almost as soon as it was released, the kids are back at school... It was NOT busy, that's my entire point. If it were a weekend or post a new release or the kids were off school I would understand, but to have more staff than browsers on the shop floor and a two hour queue for advice? That's bad business and poor service.

Obviously you should buy an Android.

Dunno where 'Android" came from... you never said anything about a device (that I remember).

If you were there for Genius Bar, it really makes no difference how many folks are 'on the showroom floor' - the Doctors were bizzy with other patients.

At bottom, Apple is really no longer beholden to its users - only its shareholders - and any kind of free support costs the shareholders money. If you own 1 share of stock, you can go make a stink at the Annual Shareholders Meeting - wouldn't THAT be fun?

ChitlinsCC wrote:

At bottom, Apple is really no longer beholden to its users - only its shareholders

That's the essence of capitalism. If I were a shareholder, I wouldn't want it any other way.

Philly_Phan wrote:

ChitlinsCC wrote:

At bottom, Apple is really no longer beholden to its users - only its shareholders

That's the essence of capitalism. If I were a shareholder, I wouldn't want it any other way.

No kiddin? I am a shareholder, and - in my view - you can have it BOTH Ways - I have done it in business, and it pays off in the long term. Losing customers is losing money much faster than fixing a support system. Still... reservations makes perfect sense to me (have you not read my analogies?)