Apple Ugh...

Not the fruit.  Not even the product.  I love my Apple everything (I have an iPad, an iMac and an iPhone and if I could I'd add an iMac notebook to my collection I would).  Geesh my grandson just got a mini iPad for Christmas!  My family is part of the Apple zeitgeist.  But here when I say "ugh" I speak of "the customer service" (certainly a euphemism  in this context).  The phone service is "okay" as (the taped recording assures you  "it can understand full sentences" - how comforting).  You invariably are left to to decide whether you are ready to pay for your "AppleCare" telephonic session to learn how to perform a function that really should be available for reference somewhere at no cost ( in my humble opinion).  Or, you could Google the bazillion forums out their to isolate your exact need and hope you find a coherent answer.  And then try it hoping you don't screw up... which may reduce you to having  to pay for an AppleCare session anyway!  Or, in my case I could call upon my stepson but he really is busy doing is real job in IT.

It is actually the act of wanting to purchase Apple products with the assistance of the retail "customer service" providers -- aren't they called "Genius'" in the physical brick and mortar stores I speak of here.  Have  you ever had the pleasure of seeking assistance in one?   Any assistance?  Even when you're ready willing and able to BUY something Apple at the Apple Store or buy many things Apple in the Apple store.  Once pushing through the large glass door and stepping into the chaos of activity one seems to morph  into a shrinking, pitiful, lone, uneducated, obviously un enlightened consumer wandering around trying to get the attention of a "red shirt."  And invariably one "red shirt" is fully engaged in talking to another "red shirt" about anything BUT Apple and you are left more than likely thrashing about hopelessly out of your element gasping for air (in this case attention).  And they (the red shirts) are leaning on some counter somewhere watching you drown.

Aha , and when you are finally are to able to be assertive and grab onto a Genius to ask your obviously ridiculous, illiterate, simple minded (so says the disdainful expression on my Genius' face) questions, the responses are quite and downright appalling with their tone of shear condescending boredom.

My recent example:  I have, as I said, an iPad that I confess to being addicted to. I want to be able to download pictures I've taken from my camera directly to the iPad so I can upload them from time to time to my blog or whatever else.  (Note:  I'm not sure I have the language right but I think my intent and ultimate goal is obvious to anyone).  Since  I recognize I am technically limited I actually prepared for this Apple Store visit by finding and printing a short article on what I thought I needed.  I also brought my iPad and my camera for reference if necessary.  All I wanted to do was buy the right gadget and be assured by my "Genius" that it was the right gadget!  By the way, I wanted to talk about possibly buying a notebook as well but things never got that far.

Well they are not paid on commission so that explains some of the attitude.  But as to the rest of the attitude I really don't understand the stores' business mission.  Maybe it's just to demonstrate the bustling activity of every store which translates to - what:  popularity, enviable success, consumer coveted products?  If that's it and all Apple succeeds.  If, on the other hand the store is to "sell" products, provide information or, serve the customer, the store is NOT the place to go. One is far better off on line (voice or data).

Apple's hubris may bring on some troubles sooner than later.  There are many books, and business articles written on the dangers of business' bringing on their own downfall as a direct result of their hubris (recent example:  HP).

This entire experience is relevant to this blog for only one reason.  I've seen it over the past years happen to some huge, companies no one ever thought would suffer any undoing.   So Apple, dear Apple. please do not succumb to your own complacency on success and remember --- the customer --- the ones who brought you there.