Tag Archives: customer

Disappointed with Apple Store customer service

If you’ve been reading my posts lately, you will have notice I’ve turned into an Apple fan.   I just love their design.

I was really excited when Perth got its first real Apple store.  Awesome!!!  No, I didn’t line up to be the first in on opening day, but I did visit it on opening day.

And so yesterday when I had a day off with the kids, we went into the city and made a pit stop at the Apple store.

Now, recently the mute button broke off my iPhone.  I thought that this would be a good opportunity to ask someone for help.

So I looked around the store.  An army of employees in blue T-shirts.  Most of them seemed busy with other customers.  Others looking busy behind a Mac.  Others seemed to be busy walking from point A to B.   Hmm…  Who do I approach?   There doesn’t seem to be a dedicated general customer service person or location.

So I walked up to the counter where you pay for stuff.   The dude there was busy and I couldn’t even make eye contact with him.  Some other Apple guy came out from the back and talked to him, then walked right past me – I couldn’t even make eye contact with him either!  So far, not so good.  I would’ve expected one of them to say “Hi”, that they’re busy and will get to me soon.

After more waiting and no employee even acknowledging my existence, I had to approach the guy at the counter myself and say, “Hi, I need some help”, explained my mute button is broken and what can I do.

“You need to make a Genius appointment”.

The guy then proceeds to lead me to a free Mac and tells me that I need to make an appointment on the computer and tries to show me how to do it.   Shouldn’t he be engaging me as the customer and booking the appointment for me?   ARGH! 

I’m wondering why couldn’t anyone quickly tell me if it’s something that they can fix or not or what the general fixing policy is or rates are?  Not sure if this is a widespread issue, but it would be nice if the floor staff can handle simple queries without needing to make a Genius appointment.  Now I have to go back into the store a second time 😦

(bad) IKEA experience

Anyone been to the new IKEA?

You know the super large one where it’s even more help yourself?

Here’s what happened to “someone” lately.

Customer went out to buy 2 couches – a 3 seater and a 2 seater.  Easy right?  IKEA person #1 in the display showroom prints out 2 dockets.  The 3 seater has to be picked up by said customer in one of the warehouse aisles.  The smaller 2 seater can get picked up at the furniture delivery desk after checkout.

Already confused.  Questions IKEA person #1 but they say that’s what the computer says.

Customer goes to the warehouse section.  Asks the IKEA person #2 at the desk to double check.  He says that it’s a mistake, the 2 seater should be picked up in the aisle, the 3 seater can be picked up in the furniture delivery desk.  Points customer to the aisle.  Doesn’t bother to help even though there’s hardly anyone else in the warehouse during this weekday afternoon.

Customer goes to the aisle.  The couch there is the 3 seater one.  Great.  It’s way too big and heavy to carry.

Customer goes back to IKEA person #2 at the warehouse desk and asks how much delivery is.  He doesn’t know.  He says you have to go to the delivery desk, past the checkout.

Customer goes to the checkout, speaks to IKEA person #3 and explains situation.  IKEA person #3 doesn’t know what to do but suggests to go to the delivery desk with the 2 dockets.

Customer goes to the delivery desk, shows the 2 dockets.  IKEA person #4 says they don’t know how much delivery will be until they see the couches in person.  Customer says they’re too big to carry by themselves and wants to find out delivery price first.   IKEA person #4 still can’t tell.  Customer shows the dimensions in the brochure.  IKEA person #4 estimates $85 (!?!?!!) but customer should really buy the couch first and bring it there for confirmation.

Customer by this time is fracking frustrated and leaves IKEA without buying anything.

What happened to good old customer service?  I like their food court, their range of stuff and their “low” prices.   Heck – we have whole rooms furnished with only IKEA stuff.   But I think this episode should give some small business operators hope – bigger definitely doesn’t necessarily mean better customer service or experience.