This might be a worn out topic, but I was really (unpleasantly) surprised by my recent Apple Store experience and wondering if anyone has felt the same way recent. I went into the store (without an appointment) to inquire about having my iPhone 13 Mini battery (78% capacity) replaced. I was told that I would need to make an appointment (understandable) and that they might not have any of those specific batteries in stock and would need to order one (understandable), but on further questioning they revealed that they could not check their battery inventory until I presented for the appointment (unreasonable) and that they couldn't create a quick appointment "now" for the purpose of checking inventory. So the process required was to make an appointment for the battery replacement (next available in two days), at which point I would come in and they would check inventory - if no batteries in stock, I would have to make another appointment to come back when the battery arrived to have it replaced.
I made an appointment, and actually finished work early that day so I went in to try and change the time of the appointment, but that is no longer an option and you're directed to the Apple Support site. So I had to make a second redundant appointment for the same day and an earlier time. When I presented for the appointment, I was told they did indeed have a battery in stock, but would not have time to replace it that day so if I wasn't able to leave my phone overnight, I would need to drop it off at a later date to have it replaced.
The actual battery swap went smoothly and I'm grateful to be back to 100% capacity and hope to get another three years out of my Mini. But the entire experience felt awkward and very un-Apple. It feels like the service at the stores is moving backwards - the staff are still friendly and helpful, but they're being sabotaged by the tools and protocols Apple has given them. I had also ordered a pair of AirPod 4s online for in store pickup the day I went to get the battery swapped, and when I got there the Specialist said they could see my order but it wasn't fully processed on their end so even though they had AirPod 4s in stock and the charge had hit my credit card and he could see my order, I couldn't leave with them.
All in all just a very un-Apple experience. Has anyone else felt like there's a decline in the smoothness of store interactions? It certainly doesn't "just work"... I don't think it can be easily explained as just being Apple under Tim, or the retail group being separate from the design and engineering teams. I'm sure it is multifactorial. Just sorry to see it happening.
Full disclosure: I worked as a Specialist for Apple Retail back during the time of the 3GS launch, but have not worked for them in years and no longer have any work ties to them.
P.S. As poor as the service interaction was, the AirPod 4s are very impressive and I was amazed by the ANC. Separate thread for that...
I made an appointment, and actually finished work early that day so I went in to try and change the time of the appointment, but that is no longer an option and you're directed to the Apple Support site. So I had to make a second redundant appointment for the same day and an earlier time. When I presented for the appointment, I was told they did indeed have a battery in stock, but would not have time to replace it that day so if I wasn't able to leave my phone overnight, I would need to drop it off at a later date to have it replaced.
The actual battery swap went smoothly and I'm grateful to be back to 100% capacity and hope to get another three years out of my Mini. But the entire experience felt awkward and very un-Apple. It feels like the service at the stores is moving backwards - the staff are still friendly and helpful, but they're being sabotaged by the tools and protocols Apple has given them. I had also ordered a pair of AirPod 4s online for in store pickup the day I went to get the battery swapped, and when I got there the Specialist said they could see my order but it wasn't fully processed on their end so even though they had AirPod 4s in stock and the charge had hit my credit card and he could see my order, I couldn't leave with them.
All in all just a very un-Apple experience. Has anyone else felt like there's a decline in the smoothness of store interactions? It certainly doesn't "just work"... I don't think it can be easily explained as just being Apple under Tim, or the retail group being separate from the design and engineering teams. I'm sure it is multifactorial. Just sorry to see it happening.
Full disclosure: I worked as a Specialist for Apple Retail back during the time of the 3GS launch, but have not worked for them in years and no longer have any work ties to them.
P.S. As poor as the service interaction was, the AirPod 4s are very impressive and I was amazed by the ANC. Separate thread for that...
