How ’bout Them Apples?

Several months ago I booked a session with Apple’s One to One training service to get some of my Mac iMovie questions answered. To my surprise, the Apple store’s so-called “expert” who was assigned to work with me, knew less about the product than I did and kept suggesting that I  consider purchasing Final Cut Pro instead. I asked for the store manager who then assigned another expert to work with me. This one also suggested that I purchase Final Cut Pro. So I did.

There I was, at the Apple store nine days ago, after following their expert recommendation to purchase Final Cut Pro and to reserve another One on One session.  Deja vu! The first tech assigned to me was absolutely clueless and when he brought another expert, that one had no clue as well. They kept making excuses that their top “expert” is no longer with the company,  and they hadn’t had enough hours to train properly.

Once again, I asked for the store manager. Tim comes out telling me that although his team has been certified, I may be too advanced for them. He then proceeded to tell me that I am the only customer who has ever complained about their service. I was flabbergasted. He promised that he will research some possible remedies and will call me within a couple of days. I have received no return calls from him to this date.

So what could Apple do better?

• Make sure there is a true product expert available for more than just the basic questions
• Read the online registration comment box where I specified exactly what I needed help with while requesting a non-beginner level person
• Train the manager on call on the attributes of great customer service or replace him immediately
• Follow-up as promised and return customers’ calls
• Stop sending meaningless online surveys

Am I still an Apple fan? Of course I am. Would I recommend One to One to my clients again? Absolutely not.

© Chad Barr 2012. All rights reserved