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| - Note that this is not a review of Apple products, just a review of my experiences at their store.
This whole setup is an example of form over function. Of being different instead of servicing customers. Which is not to say they aren't customer focused. They are, but the store setup doesn't always work.
Let's say you have a broken iPod within it's warranty period. Any normal store, you go up to customer service, show them that it doesn't work, they take your broken one and give you a new one.
At the Apple Store, this exchange goes more like this:
- You go in to do the above and are told to make an appointment to see a "Genius" on another day.
- You come back at your appointment time, and then wait until they call your name.
- The "Genius" looks at your iPod, tries to reset it, etc... all the things you have already - tried and comes to the conclusion that yes, it is indeed broken. (Well, D'uh, Genius)
- He then orders you a new one and tells you they will call you when it comes in.
- They call you and you go pick it up.
Simple in and out exchange has become a 5 day experience involving 3 trips to the store.
Now, buying something is sometimes easier, but good luck if you go on a Saturday. The store is packed- The main problem being identifying which of the hipsters milling around the store are customers and which are employees.
But just follow your nose. No doubt the employees are more authentic "hipsters" than the teens crowding the store - so just sniff out the the stench of "irony" (it smells like day old Pabst Blue Ribbon)
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