The management structure in the stores is totally opaque to the customer. How does one report BAD service to a specific store manager? Do they care to be identified? Are there in fact store managers?
iTunes-OTHER, Mac OS X (10.6.8)
If I were you, this is exactly what I would do:
Due to hours of operation, it is likely that sometime in mid-afternoon would be a time to catch the Top Manager present on any given day.
That would be ideal.
Since this issue concerns personnel in a physical store, methinks face-to-face with the Store Manager is likely best path to satisfaction.
If it is indeed difficult to identify and make contact with the Store Manager, that is an entirely different story! That is "systemic".
My grocery store has the managers' pictures with names displayed just inside the door.
If I could not make my Apple Store produce the manager, it would likely result in me being removed in handcuffs 👿
Alancito wrote:
http://www.apple.com/retail/feedback/
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Howdy Alancito
have you ever visited that link past the first page? It is a typical "market research" survey (several pages) conducted by an outside entity > http://www.medallia.com/
Hi
I tried to complaint and no one actually really reacting. I am creating a community for awareness against apples late supportive and arrogant attitude.
Meg St._Clair wrote:
Many large companies use third party services to collect customer satisfaction data. I'm not sure why that's a problem.
Didn't say it was bad - but see below. The fact is, I worked at a market research outfit in my past life - data is "compiled" into a report on, as you say, customer satisfaction.
The OP's post's concerns will not be addressed by the survey or the (likely monthly) report
The management structure in the stores is totally opaque to the customer. How does one report BAD service to a specific store manager? Do they care to be identified? Are there in fact store managers?
ChitlinsCC wrote:
The OP's post's concerns will not be addressed by the survey or the (likely monthly) report
The management structure in the stores is totally opaque to the customer. How does one report BAD service to a specific store manager? Do they care to be identified? Are there in fact store managers?
The large company I work for has used a third party company to collect customer feedback. Individuals who assisted that customer were held accountable for the feedback. So, I think it's quite possible the OP's concerns will be addressed.
Perhaps you're the one I'd observed being removed after causing a ruckus in the green grocer isle?
Something about unfair trade & crowded shipping, bruised fruits shuffled long distance; without seats. 🙂
My only complaint with an official Apple Store was being totally ignored by staff
the only time I went to one. But I didn't report it. Instead I ordered online without
seeing exact product, kept it anyway, & had second thoughts ever since. 😐
[chuckles]
It has been a while since I went to the Apple Store, but it hard to imagine being ignored by staff - especially after having peek under the kimono here > How To Be a Genius: This Is Apple's Secret Employee Training Manual
Well, the (only) day I was there, everyone on the sales floor had an iDevice; and
nobody looked up or away from their Device. So I was able to walk around, stand
by the sections where I had interest (in buying or seeing before buying) & nobody
looked up or at me. So I meandered around, perhaps their security camera was
awake and noticed me (not stealing or breaking anything; not throttling anyone)
but nobody did. I turned around and looked back for awhile at several points as
I returned toward the entrance-exit. Nothing. (This at the only Apple Store in AK.)
The secret may be to have an iPhone and call the Apple Store, while already there.
Of course I haven't one. That'd probably still net an 'official ignore' from staff. 😝
May be that they were using their iDevices to study the manual for their periodic re-certification exam as AppleHelpfulFolk 😉 They should have paid attention to the items highlighted in the above page image (looks to me like a "tell 'em what you told 'em" summary page)
I use one store in Illinois as it is the closest to where I live. I've been to a couple of others, since most are in the Chicagoland area. I have NEVER walked into that store more than 8-10 steps without being stopped and questioned by at least 2 Apple Store staff. If I say that I am only interested in looking at something, such as a new case for my iPhone, they will point me in that direction, and then I will run into another staff member asking if I need help. I stood there last Saturday mulling over my choices and eventual decision and was approached by 2 more staff members during the time.
I even went into the Apple Store at the Mall of American on Black Friday and was approached right after I entered the store, asked what I wanted, was reassured that I could approach any member there and they would help if I needed more. To be honest, at one point during all of my trips to Apple stores, I've almost thought they were too attentive.
To be honest, at one point during all of my trips to Apple stores, I've almost thought they were too attentive.
That is what I gathered from the very interesting "secret training manual" reading - the first responder needs to "tag" you (a gold star sticker subtly applied to your shoulder-blade?) as "Helped - Stage 1" 😉
How DO they communicate that attribute, I wonder?
I know... send an iMessage to the store staff group with your description! Maybe that's what the OP's staffer were doing with their iDevices!!
Well, I do know that when you get logged in by the greeter, they do put in a description for the Genius Bar staff, or sales staff or whomever you need to deal with. They just type in short, fat, little, bald guy for me. Gets them everytime. 😁😝
My four month old MacBook Pro track pad stopped working. It cost me £60 ($90) to travel to my nearest Apple Store in Leicester UK to get it repaired and to collect it again. It had to have a new complete keyboard, when I got it back home I found that none of the keys worked. I would have thought that any competent technician would have tried pressing a few keys to see if they worked after fitting a new keyboard. I contacted the Apple Store with my complaint and they were not willing to compensate me for their incompetence or even find me a appointment slot in the near future to correct their poor service. I pointed out that UK consumer law should entitle me to a refund or a replacement but they just said that that was not possible. Just travel to the shop and bring it back then travel back again to collect it in the hope that a more competent technician had tried to repair it....I don't think so!
As things stand I will not ever shop at an Apple Store again.
How to Report BAD service at an Apple store?
