Personal Experiences and Reflections in Apple Stores: A Seasoned Consultant’s Perspective
As a Mac consultant for over a decade, my experiences with Apple Stores range from the positive to the deeply troubling. While some visits in locations like Long Island, New York, have been favorable, others have left a lasting impact. This article shares anecdotes from my visits, reflecting on the most memorable and troubling experiences.
Challenging Experiences in Palm Desert, California
One of the most impactful and troubling incidents occurred at the Apple Store in Palm Desert, California. At the time, I was serving as a Genius with a supervisor who broke all ethical and moral codes. Sexual, verbal, and even physical harassment were common, and the supervisor's actions crossed every line. One instance stands out: he would grab the back of a customer's neck and pinch hard, claiming that he “knew all the military pressure points.” He often used such tactics as a way to assert dominance and control over customers. This experience was so negative that it permanently changed my career aspirations, leading me to swear off retail work for good.
Challenging Customer Encounters
Another frustrating and problematic experience was with what I would call a "21st-century entitled customer." This individual, perhaps in a state of intoxication or stress, brought a Mac or iPhone that was malfunctioning due to various fetid liquids inside. Upon explaining the nature of the issue and the costs involved, the customer erupted into a full-blown tantrum. They were quick to point out their years of loyalty to Apple, demanding that they should not have to pay for a problem caused by their own negligence. Despite their complaints, such encounters often provided a lighthearted atmosphere during lunchbreaks.
Apple Store Experience in India
One particular Apple Store visit in Phoenix Mall, Viman Nagar, Pune, India during the year 2013, stands out. I had come to check the configuration of a MacBook and was surprised by the conversation with the staff. Without access to a smartphone or internet, I had to rely on my Samsung Guru to communicate my needs. Unfortunately, the staff's initial response did not align with my expectations.
Simple questions such as, "What is your budget?" were met with unexpected responses. When I explained that I was merely checking the configuration and performance of the laptop without any budget in mind, the staff suggested checking online. However, when I mentioned my lack of smartphone and 3G internet, the response was less than helpful: "You can’t even afford a smartphone and internet connection. It is better not to check the configuration." This encounter was discouraging and left a lasting negative impression on my trust in Apple's customer service and product positioning.
As a result of this experience, I consciously avoided purchasing any Apple products, even when I could afford them. Today, I own products from various other brands, such as a Moto G3, Redmi Note 4, Whirpool Refrigerator, Mi TV 32-inch, and Dell laptop. Yet, I ensure that my browsing habits do not include checking the prices of Apple products. This experience has also made me appreciative of the benefits of smartphones and internet access, as they are essential tools for modern-day consumers.
Conclusion: Apple Stores can be invaluable resources for tech enthusiasts and professionals. However, as a seasoned consultant, I have encountered both positive and negative experiences. Reflecting on these interactions provides valuable insights that can help shape improvements in customer service and retail environments. Whether it is addressing harassment issues or managing entitled customers, the experience of an Apple consultant is multifaceted and ever-evolving.