I had a personal Apple Problem this week, and this one was entirely pre-usage.
Evening One of the Apple iPad Pro release I went down to one of my local Apple stores to pick up a 128GB WiFi Space Grey ($1499) along with a Logitech CREATE Backlit Keyboard Case for iPad Pro ($229) – more on my personal experience and buying decisions on these later this week.
As a part of the sale I recycled my iPhone 5S 64GB which essentially paid for the case. The sales specialist seemed new and had an assist from another specialist in processing the R&R (Reuse and Recycle) of my old iPhone. Much scanning of the iPad Pro and case went on and receipts were said to be emailed through. I had plenty of friendly banter with the specialist about my days of old as a Mac Genius, and shared my observations on why the Logitech CREATE case was a better choice for me as we compared weight and feel. Then I was bagged up and sent on my way…
By the next morning I became curious why no receipt had come through and no charge had been listed on my card (the latter not as concerning as it often takes a day especially over the weekend for the line item to show up). Sure enough an email comes through from the store manager politely pointing out the error of their ways and – would I be agreeable to returning to the store at my earliest convenience to fix up payment?
Now I know what many may be thinking at this point and if my moral compass was sufficiently off I may have hoped for the same – maybe they’ll never figure it out and this will fly under the radar! Especially having worked there in the past I’m fully aware of (and anyone should suspect) how incredibly computer tracked every movement of product is so this was never going to happen. Regardless, I love the company and it’s products and expect a life-long good relationship with them and was to use my iPad Pro for business so I definitely wanted to set things right, get my receipt for tax purposes, etc.
I returned to the store in the pouring rain the following day with 2 slightly hungry kids in tow. The greeters always quick to make sure customers are attended to promptly called for the manager I was told to ask for by name. 30 minutes later still no show. Apologies, the managers were deliberating in the office and would be right out. Hmm….maybe they’re debating how best to ensure my continued happiness as an Apple customer?
I had to leave for 10 min to feed my kids a sushi roll to tide them over.
We returned, announced myself again and waited another 15 min. Despite all this, I gave my spiel as the elite Apple promoter I was and tried to be as gracious as possible. They went back to see if there was any compensation they could offer for my trouble (an hour driving there and back and another hour in the store sorting this out). The end result….. a $50 gift card (or 3% discount or $25/hour whichever way you slice it) for the stuff up and the delay.
I’ll leave you to make the call on whether this was exemplary customer service.
This was certainly an isolated case and in general I’ve continued to notice the customer experience is pretty examplary of the high benchmark in retail shopping Apple set out to establish 14 years ago.
I didn’t really mind any part of this experience, mistakes happen – EXCEPT FOR the management taking an hour to address an issue that their store’s personnel caused! This was certainly Not examplary of Apple’s own standard of treating the customer as your most precious asset.