Originally Posted by ahmlco
Tell Tim Cook to fire Browett. Seriously. firstname.lastname@example.org
First time I'm actually going to take the time to e-mail an Apple Exec. I won't go so far as to say that he should be fired immediately, but I will be certain to make it known that customer service in the retail stores is of the utmost importance to me. It's one of the biggest factors in influencing people I know to switch from Windows to Mac. It's one of the biggest reasons I've been able to convince people to choose an iPhone over an Android phone. And once these people make those choices and head into the stores if they need help or have a device problem, they're blown away by how much easier the process is than any other experience they've had. It may not be perfect all the time, especially at the busier stores, but it's still night and day better than the service you get from nearly any other major player in electronics these days.
And that is what Tim Cook needs to hear right now. We don't have all the facts. We have rumors and unsubstantiated reports and an ambiguous statement from Apple that seemingly denies certain accusations. So what's the truth? Only Apple execs really know, and it doesn't matter to us anyways. What matters is that we make it perfectly clear that any moves not aimed at improving customer service is the absolute wrong move.
And to play devil's advocate for a moment, the part of me does wonder why layoffs might be taking place for reasons other than pure profit stem from some recent lackluster experiences. While I've had no problem coming across Apple team members, I have oftentimes struggled to get actual "help." It seems that in some cases, and granted, this is mostly in the busier stores I've been to, they're in such need of people that the standards have slipped immensely. I've left the store a couple times wondering the point of hiring so many people to wear shirts if they're less than able to really be of benefit to the company. So if these layoffs and changes are taking place to change the game and focus on full time people that are perhaps more committed and potentially able to help (not that part timers aren't committed or can't help, I'm just saying that consistency and experience can be a good thing), then perhaps it's a good move. I'm just speculating though.
Also, considering how much growth we've seen in Apple retail and how many hirings keep taking place, you have to imagine that some of these people simply get fired because they simply aren't cut out for the job or have failed to be reliable. Then, a story pops up about retail issues that may or may not be true and may have nothing to do with layoffs, and suddenly those employees that have recently been fired chime in to suggest they're living proof that this is a widespread problem when it could be completely reasonable that they were fired for good reason.
I'm just saying, if you're going to e-mail Tim Cook, focus on what we value, not rumors.