Apple received low marks for customer satisfaction, issue resolution and empathy of store staff to customers and their problems, with 60 percent of respondents calling employees of authorized shops "arrogant," the report said.
"The entire process seemed very transactional and non-personal, which isn't expected from a brand like Apple in the rest of the world," said Tapuriah.
Arrogant: That has been my impression in at least half of my visits to my local Apple Store. The "I am right and you are wrong" mentality is very strong -- even when asked why their "facts" differ from those of another Apple employee from the same store! During one drawn out issue of a defective phone being replaced I received 4 different answer from each of 4 different employees -- and each of them insisted that they and only they were correct. That's arrogance.
In fact, in my last visit to that store I thanked the employee for not talking down to me. That's how common I have found it to be. (Again, roughly half the time)
(But that is only in the one store that I frequent -- and I have never, ever experienced any arrogance during any online interaction (support or sales). Not even a shred of arrogance -- quite the opposite actually).
Transactional & Impersonal: I seldom find this. But when I do, it is only after being handed off to somebody charged with taking my money after I have decided to buy a product or service. But, other than that, it is almost always the exact opposite: Very warm and personal.
I met an Apple hater from India and he was one of the most arrogant stupid mother**ckers I had ever met. He claimed the Secure Enclave did not secure user data and laughed every time I explained how computer chips worked. I think he thought I was talking about potato chips because he found my knowledge on the subject so funny yet he knew ZERO about chips. Literally nothing about them.
So I can't blame those Apple employees if that's the attitude in India. Plus look up any scammer video on YouTube these people are complete sh**. I'm starting not to like Indians. Has nothing to do with Apple and all to do with attitude.
They also have this weird thing when you beat them in an argument they start making random noises. It's like when a kid says "LALALALA!"
This is exactly why I campaigned so hard for Apple Retail Stores in Spain years before they even became an executive idea, much less a physical reality.
I set out the case for retail stores as the only way forward for Apple outside of the US as Apple itself was the only company with the necessary resources to turn things around.
At that time, long established Apple resellers were closing down all over the place and there were a raft of other issues that were hitting Apple head on and not getting resolved.
Distribution of Apple products was centering on small chains who knew they had customers penned in and there were few competitive alternatives. The amount of complaints in the letters section of MacWorld was increasing and on the first internet forums that were just establishing themselves back then. All of the issues in this piece were real issues back then.
Apple countered that there was no easy solution as opening its own stores would put Apple in direct competition with the resellers, to which I countered that the resellers were a huge part of the problem.
In the end Apple pulled the trigger on Apple Retail Stores and much to our astonishment, they opened in the US first, precisely where they were not needed as much. This was confirmation to many that Apple really wasn't understanding the Mac world outside the US.
Eventually they branched out into foreign markets and their success has been acknowledged but it was a huge struggle to be heard back then and very frustrating to see Apple plod on as if nothing could be done.
Today, with billions to spare Apple could really do much better in developing markets.
Well. 9/10 Apple products in India, Bangladesh & Pakistan come from unauthorized sources. So , obviously people have choices. The Apple Authorized Service Providers now have to service out of country Apple products too.
This makes me wonder how many people in India blame Apple for poor 3rd party support.
History has shown us that 3rd party retailers don't treat the customer as well as Apple. So is it safe to assume that Indians will blame Apple when a 3rd party retailer gives them a poor experience? After all there's more 3rd party stores than Apple Stores.
This is exactly why I campaigned so hard for Apple Retail Stores in Spain years before they even became an executive idea, much less a physical reality.
I set out the case for retail stores as the only way forward for Apple outside of the US as Apple itself was the only company with the necessary resources to turn things around.
At that time, long established Apple resellers were closing down all over the place and there were a raft of other issues that were hitting Apple head on and not getting resolved.
Distribution of Apple products was centering on small chains who knew they had customers penned in and there were few competitive alternatives. The amount of complaints in the letters section of MacWorld was increasing and on the first internet forums that were just establishing themselves back then. All of the issues in this piece were real issues back then.
Apple countered that there was no easy solution as opening its own stores would put Apple in direct competition with the resellers, to which I countered that the resellers were a huge part of the problem.
In the end Apple pulled the trigger on Apple Retail Stores and much to our astonishment, they opened in the US first, precisely where they were not needed as much. This was confirmation to many that Apple really wasn't understanding the Mac world outside the US.
Eventually they branched out into foreign markets and their success has been acknowledged but it was a huge struggle to be heard back then and very frustrating to see Apple plod on as if nothing could be done.
Today, with billions to spare Apple could really do much better in developing markets.
Well. 9/10 Apple products in India, Bangladesh & Pakistan come from unauthorized sources. So , obviously people have choices. The Apple Authorized Service Providers now have to service out of country Apple products too.
9/10? And are these products across-the-board? iPhones to Macs to cables to chargers?
This is exactly why I campaigned so hard for Apple Retail Stores in Spain years before they even became an executive idea, much less a physical reality.
I set out the case for retail stores as the only way forward for Apple outside of the US as Apple itself was the only company with the necessary resources to turn things around.
At that time, long established Apple resellers were closing down all over the place and there were a raft of other issues that were hitting Apple head on and not getting resolved.
Distribution of Apple products was centering on small chains who knew they had customers penned in and there were few competitive alternatives. The amount of complaints in the letters section of MacWorld was increasing and on the first internet forums that were just establishing themselves back then. All of the issues in this piece were real issues back then.
Apple countered that there was no easy solution as opening its own stores would put Apple in direct competition with the resellers, to which I countered that the resellers were a huge part of the problem.
In the end Apple pulled the trigger on Apple Retail Stores and much to our astonishment, they opened in the US first, precisely where they were not needed as much. This was confirmation to many that Apple really wasn't understanding the Mac world outside the US.
Eventually they branched out into foreign markets and their success has been acknowledged but it was a huge struggle to be heard back then and very frustrating to see Apple plod on as if nothing could be done.
Today, with billions to spare Apple could really do much better in developing markets.
Well. 9/10 Apple products in India, Bangladesh & Pakistan come from unauthorized sources. So , obviously people have choices. The Apple Authorized Service Providers now have to service out of country Apple products too.
This makes me wonder how many people in India blame Apple for poor 3rd party support.
History has shown us that 3rd party retailers don't treat the customer as well as Apple. So is it safe to assume that Indians will blame Apple when a 3rd party retailer gives them a poor experience? After all there's more 3rd party stores than Apple Stores.
There are a lot of unauthorized repair stores too. They usually do board level work. So, the repairs get done one way or another.
This is exactly why I campaigned so hard for Apple Retail Stores in Spain years before they even became an executive idea, much less a physical reality.
I set out the case for retail stores as the only way forward for Apple outside of the US as Apple itself was the only company with the necessary resources to turn things around.
At that time, long established Apple resellers were closing down all over the place and there were a raft of other issues that were hitting Apple head on and not getting resolved.
Distribution of Apple products was centering on small chains who knew they had customers penned in and there were few competitive alternatives. The amount of complaints in the letters section of MacWorld was increasing and on the first internet forums that were just establishing themselves back then. All of the issues in this piece were real issues back then.
Apple countered that there was no easy solution as opening its own stores would put Apple in direct competition with the resellers, to which I countered that the resellers were a huge part of the problem.
In the end Apple pulled the trigger on Apple Retail Stores and much to our astonishment, they opened in the US first, precisely where they were not needed as much. This was confirmation to many that Apple really wasn't understanding the Mac world outside the US.
Eventually they branched out into foreign markets and their success has been acknowledged but it was a huge struggle to be heard back then and very frustrating to see Apple plod on as if nothing could be done.
Today, with billions to spare Apple could really do much better in developing markets.
Gosh, good thing Apple execs had you to show them the way! Nice work getting thru to Jobs. How’d you convince him?
If only you still had your direct line! Poor Cook, poor Apple...so frustrating to see them plod on.
This is exactly why I campaigned so hard for Apple Retail Stores in Spain years before they even became an executive idea, much less a physical reality.
I set out the case for retail stores as the only way forward for Apple outside of the US as Apple itself was the only company with the necessary resources to turn things around.
At that time, long established Apple resellers were closing down all over the place and there were a raft of other issues that were hitting Apple head on and not getting resolved.
Distribution of Apple products was centering on small chains who knew they had customers penned in and there were few competitive alternatives. The amount of complaints in the letters section of MacWorld was increasing and on the first internet forums that were just establishing themselves back then. All of the issues in this piece were real issues back then.
Apple countered that there was no easy solution as opening its own stores would put Apple in direct competition with the resellers, to which I countered that the resellers were a huge part of the problem.
In the end Apple pulled the trigger on Apple Retail Stores and much to our astonishment, they opened in the US first, precisely where they were not needed as much. This was confirmation to many that Apple really wasn't understanding the Mac world outside the US.
Eventually they branched out into foreign markets and their success has been acknowledged but it was a huge struggle to be heard back then and very frustrating to see Apple plod on as if nothing could be done.
Today, with billions to spare Apple could really do much better in developing markets.
Well. 9/10 Apple products in India, Bangladesh & Pakistan come from unauthorized sources. So , obviously people have choices. The Apple Authorized Service Providers now have to service out of country Apple products too.
9/10? And are these products across-the-board? iPhones to Macs to cables to chargers?
Apple received low marks for customer satisfaction, issue resolution and empathy of store staff to customers and their problems, with 60 percent of respondents calling employees of authorized shops "arrogant," the report said.
"The entire process seemed very transactional and non-personal, which isn't expected from a brand like Apple in the rest of the world," said Tapuriah.
Arrogant: That has been my impression in at least half of my visits to my local Apple Store. The "I am right and you are wrong" mentality is very strong -- even when asked why their "facts" differ from those of another Apple employee from the same store! During one drawn out issue of a defective phone being replaced I received 4 different answer from each of 4 different employees -- and each of them insisted that they and only they were correct. That's arrogance.
In fact, in my last visit to that store I thanked the employee for not talking down to me. That's how common I have found it to be. (Again, roughly half the time)
(But that is only in the one store that I frequent -- and I have never, ever experienced any arrogance during any online interaction (support or sales). Not even a shred of arrogance -- quite the opposite actually).
Transactional & Impersonal: I seldom find this. But when I do, it is only after being handed off to somebody charged with taking my money after I have decided to buy a product or service. But, other than that, it is almost always the exact opposite: Very warm and personal.
I met an Apple hater from India and he was one of the most arrogant stupid mother**ckers I had ever met. He claimed the Secure Enclave did not secure user data and laughed every time I explained how computer chips worked. I think he thought I was talking about potato chips because he found my knowledge on the subject so funny yet he knew ZERO about chips. Literally nothing about them.
So I can't blame those Apple employees if that's the attitude in India. Plus look up any scammer video on YouTube these people are complete sh**. I'm starting not to like Indians. Has nothing to do with Apple and all to do with attitude.
They also have this weird thing when you beat them in an argument they start making random noises. It's like when a kid says "LALALALA!"
So, you like saw two indians and decided not to like them .... nice attitude. Irony died somewhere in there...
Customers probably don’t like getting connected to some overseas call center with some fellow with an American accent calling himself “Raj.” 😐
Seriously though, it sounds like a tough place for a foreign firm to do business. The third party shops know the customer has money and they’re taking full advantage.
Not so sure about tough.
I mean many multinationals do well in india - samsung, xaomi, dell, microsoft, sony, LG, whirlpool, cadbury, nestle - all leaders, all non-indian. 8/10 top car companies in india are non-indian - suzuki, hyundai, ford, honda, renault, volkswagen etc. So, no reason apple can't crack it here. There is a period of adjustment and understanding the local conditions, as with any place. Apple as far as india is concerned, has not been willing to put in the effort required to make it a success.
This is exactly why I campaigned so hard for Apple Retail Stores in Spain years before they even became an executive idea, much less a physical reality.
I set out the case for retail stores as the only way forward for Apple outside of the US as Apple itself was the only company with the necessary resources to turn things around.
At that time, long established Apple resellers were closing down all over the place and there were a raft of other issues that were hitting Apple head on and not getting resolved.
Distribution of Apple products was centering on small chains who knew they had customers penned in and there were few competitive alternatives. The amount of complaints in the letters section of MacWorld was increasing and on the first internet forums that were just establishing themselves back then. All of the issues in this piece were real issues back then.
Apple countered that there was no easy solution as opening its own stores would put Apple in direct competition with the resellers, to which I countered that the resellers were a huge part of the problem.
In the end Apple pulled the trigger on Apple Retail Stores and much to our astonishment, they opened in the US first, precisely where they were not needed as much. This was confirmation to many that Apple really wasn't understanding the Mac world outside the US.
Eventually they branched out into foreign markets and their success has been acknowledged but it was a huge struggle to be heard back then and very frustrating to see Apple plod on as if nothing could be done.
Today, with billions to spare Apple could really do much better in developing markets.
Gosh, good thing Apple execs had you to show them the way! Nice work getting thru to Jobs. How’d you convince him?
If only you still had your direct line! Poor Cook, poor Apple...so frustrating to see them plod on.
In those days Apple was in a totally different situation and dependent on its Apple Reseller network. Professionals were switching to Windows and consumers were caught between Adobe not providing key runtime support (Director) and Microsoft in all its anti trust 'glory'.
Mac supporters were pushing for change through self produced publications and trying to get Apple to listen to the real problems of users. Apple really was losing it for a long time in international markets and quite frankly didn't know or wasn't able to get a message into Cupertino.
I had certain influence on computing use in an area with a population of 5,000,000 people (in that particular case, education) but there was a MASSIVE hurdle that had to be overcome: language support. Apple only supported Spanish but nothing was ever going to get approved by regional education boards if regional languages were not supported. Apple wasn't able to provide any commitment on the subject and had the door slammed on it. Users volunteered to do the work but Apple wouldn't allow it.
And to top it off the only way to get hold of Apple products was through a network of often dodgy resellers in out of the way areas.
I had contact with some Apple executives and I'm sure they did what they could. The head of Apple Spain seemed interested enough but was simply powerless to actually do anything. I think Mario Cagni (I may be mistaken on the name) was running Apple Europe at the time. I was also in contact with managers at Claris on the language support issues. I was also vocal in criticising the iMac roll out in Spain but once again Cupertino showed it had no idea of reality outside the US.
Your sarcastic comment is just that. Nothing more. I, and many others, dedicated a lot of time to trying to make the lives of Mac users better here while trying to get Apple to move in the right direction.
In hindsight we were right on everything because we faced the same problems day after day. Getting Apple to understand them was often mission impossible.
I'm sure that you have literally no idea of the problems that huge swathes of Mac users around the world (common problems) had to endure for years, nor the remotest inkling of the mistakes Apple management made along the way.
Sounds like Apple is being set up to fail in India
Presumably Apple’s competitors are operating under the same retail conditions, yet in this survey they have scored much higher. It would have been useful if the article included a relative price comparison with the roughly equivalent competing products.
there are possibly more than on the surface - same retail conditions? most likely not (don't forget the party expense shower out by chinese, and other incentives that may impact rating and more importantly sales, IMHO. It happened before, just not apple...).
Apple received low marks for customer satisfaction, issue resolution and empathy of store staff to customers and their problems, with 60 percent of respondents calling employees of authorized shops "arrogant," the report said.
"The entire process seemed very transactional and non-personal, which isn't expected from a brand like Apple in the rest of the world," said Tapuriah.
Arrogant: That has been my impression in at least half of my visits to my local Apple Store. The "I am right and you are wrong" mentality is very strong -- even when asked why their "facts" differ from those of another Apple employee from the same store! During one drawn out issue of a defective phone being replaced I received 4 different answer from each of 4 different employees -- and each of them insisted that they and only they were correct. That's arrogance.
In fact, in my last visit to that store I thanked the employee for not talking down to me. That's how common I have found it to be. (Again, roughly half the time)
(But that is only in the one store that I frequent -- and I have never, ever experienced any arrogance during any online interaction (support or sales). Not even a shred of arrogance -- quite the opposite actually).
Transactional & Impersonal: I seldom find this. But when I do, it is only after being handed off to somebody charged with taking my money after I have decided to buy a product or service. But, other than that, it is almost always the exact opposite: Very warm and personal.
I met an Apple hater from India and he was one of the most arrogant stupid mother**ckers I had ever met. He claimed the Secure Enclave did not secure user data and laughed every time I explained how computer chips worked. I think he thought I was talking about potato chips because he found my knowledge on the subject so funny yet he knew ZERO about chips. Literally nothing about them.
So I can't blame those Apple employees if that's the attitude in India. Plus look up any scammer video on YouTube these people are complete sh**. I'm starting not to like Indians. Has nothing to do with Apple and all to do with attitude.
They also have this weird thing when you beat them in an argument they start making random noises. It's like when a kid says "LALALALA!"
So, you like saw two indians and decided not to like them .... nice attitude. Irony died somewhere in there...
I knew it wouldn't be long before the race card was pulled.
No, not 2 Indians. Look up any scammer videos and dissect their attitudes.
My point was, if this is the attitude in India, then I can't blame people for being frustrated by the public. I'm also defending other Indians attitude toward the culture. Twist it any way you see fit but my experiences have been consistent and that's not something I can change.
Apple received low marks for customer satisfaction, issue resolution and empathy of store staff to customers and their problems, with 60 percent of respondents calling employees of authorized shops "arrogant," the report said.
"The entire process seemed very transactional and non-personal, which isn't expected from a brand like Apple in the rest of the world," said Tapuriah.
Arrogant: That has been my impression in at least half of my visits to my local Apple Store. The "I am right and you are wrong" mentality is very strong -- even when asked why their "facts" differ from those of another Apple employee from the same store! During one drawn out issue of a defective phone being replaced I received 4 different answer from each of 4 different employees -- and each of them insisted that they and only they were correct. That's arrogance.
In fact, in my last visit to that store I thanked the employee for not talking down to me. That's how common I have found it to be. (Again, roughly half the time)
(But that is only in the one store that I frequent -- and I have never, ever experienced any arrogance during any online interaction (support or sales). Not even a shred of arrogance -- quite the opposite actually).
Transactional & Impersonal: I seldom find this. But when I do, it is only after being handed off to somebody charged with taking my money after I have decided to buy a product or service. But, other than that, it is almost always the exact opposite: Very warm and personal.
I met an Apple hater from India and he was one of the most arrogant stupid mother**ckers I had ever met. He claimed the Secure Enclave did not secure user data and laughed every time I explained how computer chips worked. I think he thought I was talking about potato chips because he found my knowledge on the subject so funny yet he knew ZERO about chips. Literally nothing about them.
So I can't blame those Apple employees if that's the attitude in India. Plus look up any scammer video on YouTube these people are complete sh**. I'm starting not to like Indians. Has nothing to do with Apple and all to do with attitude.
They also have this weird thing when you beat them in an argument they start making random noises. It's like when a kid says "LALALALA!"
So, you like saw two indians and decided not to like them .... nice attitude. Irony died somewhere in there...
I knew it wouldn't be long before the race card was pulled.
No, not 2 Indians. Look up any scammer videos and dissect their attitudes.
My point was, if this is the attitude in India, then I can't blame people for being frustrated by the public. I'm also defending other Indians attitude toward the culture. Twist it any way you see fit but my experiences have been consistent and that's not something I can change.
Yes, scammer videos - the new source of all knowledge about the people of a particular race.....
Guess we should evaluate all americans based punk'd videos next??
Comments
So I can't blame those Apple employees if that's the attitude in India. Plus look up any scammer video on YouTube these people are complete sh**. I'm starting not to like Indians. Has nothing to do with Apple and all to do with attitude.
They also have this weird thing when you beat them in an argument they start making random noises. It's like when a kid says "LALALALA!"
History has shown us that 3rd party retailers don't treat the customer as well as Apple. So is it safe to assume that Indians will blame Apple when a 3rd party retailer gives them a poor experience? After all there's more 3rd party stores than Apple Stores.
If only you still had your direct line! Poor Cook, poor Apple...so frustrating to see them plod on.
Go away.
I mean many multinationals do well in india - samsung, xaomi, dell, microsoft, sony, LG, whirlpool, cadbury, nestle - all leaders, all non-indian. 8/10 top car companies in india are non-indian - suzuki, hyundai, ford, honda, renault, volkswagen etc. So, no reason apple can't crack it here. There is a period of adjustment and understanding the local conditions, as with any place. Apple as far as india is concerned, has not been willing to put in the effort required to make it a success.
Mac supporters were pushing for change through self produced publications and trying to get Apple to listen to the real problems of users. Apple really was losing it for a long time in international markets and quite frankly didn't know or wasn't able to get a message into Cupertino.
I had certain influence on computing use in an area with a population of 5,000,000 people (in that particular case, education) but there was a MASSIVE hurdle that had to be overcome: language support. Apple only supported Spanish but nothing was ever going to get approved by regional education boards if regional languages were not supported. Apple wasn't able to provide any commitment on the subject and had the door slammed on it. Users volunteered to do the work but Apple wouldn't allow it.
And to top it off the only way to get hold of Apple products was through a network of often dodgy resellers in out of the way areas.
I had contact with some Apple executives and I'm sure they did what they could. The head of Apple Spain seemed interested enough but was simply powerless to actually do anything. I think Mario Cagni (I may be mistaken on the name) was running Apple Europe at the time. I was also in contact with managers at Claris on the language support issues. I was also vocal in criticising the iMac roll out in Spain but once again Cupertino showed it had no idea of reality outside the US.
Your sarcastic comment is just that. Nothing more. I, and many others, dedicated a lot of time to trying to make the lives of Mac users better here while trying to get Apple to move in the right direction.
In hindsight we were right on everything because we faced the same problems day after day. Getting Apple to understand them was often mission impossible.
I'm sure that you have literally no idea of the problems that huge swathes of Mac users around the world (common problems) had to endure for years, nor the remotest inkling of the mistakes Apple management made along the way.
No, not 2 Indians. Look up any scammer videos and dissect their attitudes.
My point was, if this is the attitude in India, then I can't blame people for being frustrated by the public. I'm also defending other Indians attitude toward the culture. Twist it any way you see fit but my experiences have been consistent and that's not something I can change.
Guess we should evaluate all americans based punk'd videos next??