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Apple Dealers Slighted By Company Stores
rtphokie writes "Apple is doing something it swore it wouldn't do when it began opening its 28 retail stores according to a C|Net article: stocking its own shelves first. The author made random calls to Apple stores and Apple retailers to support the claim."
I can understand that Apple needs to make sure it's stores are profitable in order rationalize opening more. In some ways it's the independant retailers that have failed the apple comunity by not properly pushing Mac's over Pc's. This is why apple thinks it's necessary to open their own stores! Apple really does need to increase their production capacity, this kinda back log happens after every major release, it's just been worse with the imac cause it's so DAMN cool :)
I bought my Powerbook from a CompUSA and this is the EXACT feeling I got at the time. None of the sales people knew anything about it, the person who had to get the box from the back of the store didn't even know where the Macs were at. They tried to sell me a Sony VAIO because they got a higher commission on it.
I'm a loner Dottie, a Rebel.
It's worth noteing that the local CompUSA barely even acnowledges their Apple section
:P. And, the laptops had full keyboards and weren't bolted down either. IIRC, they also had some additional software installed on the machines for more testing.
Agreed, 9 times out of 10 its in the back corner. Small, cramped little area with one demo machine.
The Apple store on the other hand was quite an experience. I am a PC person, and it wasn't enough to convice me to switch; but I was quite impressed with it. Lots of working, uncrippled (I was able to look at some control panel settings and had full access to the hd) demo machines that were actually connected to the internet! And the store was very clean and sanitized; which I guess is a desirable attribute
I truely felt that I was able to use the computers and get a handle on them. Compare this to the typical experience you get at a Best Buy or CompUSA; which usually consists of some generic store demo that you have to noodle your way out of, restricted control panels, and internet features which bring up the blasted dial-up internet access screen.
After reading the article, I noticed some subtle semantics that suggest that the author went out of his way to bash Apple.
The stores are complaining that Apple isn't DELIVERING, and pointing to the number of Macs SOLD through te Apple stores. Nowhere did I see proof that Apple Stores were receiving more for their shelves. More likely computers were ordered and then shipped to the customer.
If there is a problem, it's that Apple is working too hard to fill back orders, and not providing enough stock to the resellers. This is understandable, because the orders are paid for -- certain sale versus possible sale. But if they swing the other way, they get bashed for bad service.
I suspect that the problem lies with the duhstributors. Apple stores are probably savvy to the whole order process in comparison, not intentionally preferred. After all, the big guys in the middle tend not to give a damn. Oh well...
I don't know what these retailers are complaining about anyway. It's not like they bother to sell the Macs they have as they push Wintel to everyone who walks in the stores.
Now the catalog retailers on the other hand *DO* sell Macs and should get priority along with the Apple stores....
The fact that there are NO verifiable sources offered. The whole situation has been getting blown out of proportion by CNET. Their articles lately have had a major MS lean to them. I want to know who these analysts are that are never reprimanded for misinterpreting the facts and tehn reporting their bad findings to the public. They "speculate" that there is an LCD shortage and that is why Apple isn't shipping as they were expected to ship. Didn't Apple buy an enormous number of LCDs near the end of last year? Why have these analysts forgotten that? I would like to see some hard numbers rather than all this wild speculation and rumor-mongering that CNET has been doing lately. Anybody else notice that they took all the QT related streams down? How about the complete dropping of Macintosh related software from their DOWNLOAD.com? CNET isn't worth getting worked up over anymore.
I hear that. I should have been clearer. I am talking about Apple only shops, the smaller dedicated ones, the ones that remember what a Mac User Group is!
You make good points. I have heard that Apple staff gets put through a lot of coursework, but I am not hearing that they have anything like the management structure and software experience like the smaller shops who still keep Quark running on Quadra 950s, because that is what the client has.
Replacing trivial parts on a Mac should be practically a while-you-wait service, like getting my new StarTac antenna every month or so at Verizon.
I assumed a Mac only shop, so your points on competency are taken, but there is more to an Apple fix than that:
Mac users use more pronouns per repair than anyone else, because usually, macs just work. Example: I'd get a call, the entire report would be "I just clicked on this thing and it didn't work."
For the user, try being on hold with Apple for three hours to give that report. I'm not saying that Apple is bad at repair. But for Apple to totally succeed they need all three layers of help:
1. web or phone based FAQs, and generic help
2. local talent, a vendor whom they can get to know and form a mutual vocabulary, and possibly show up on site. (I know Kodak used to do this for Apple, but still, they were partswappers only.)
You'd be surprised how long it takes to figure out that what sounds like a bad font addition was really a SCSI problem because the font came with their new scanner.
3. Apple Depot part swapping and 1-800 phone walk throughs.
It sounds like you care about service too, and I am not saying that Apple retail should not try to do service. But it is my opinion that these small dedicated outfits should get as much access to Apple Service Parts as they have a credit rating for, without having to sell a large retail quota.