I reside in Glasgow, Scotland.
Having bought an iMac from Apple’s Glasgow store, I tried this morning to activate my One-to-One membership online. For some reason, only the One-to-one page would not work for me. I contacted Apple’s support desk, who informed me that my browser (Internet Explorer 8) was having issues with the Apple web page.
The Support Desk told me to phone the Glasgow store who would arrange for an appointment to be made for a One-to-One introduction.
On calling the Glasgow store, I spoke to ‘Kelly’ and told her what Apple Support had told me. Nevertheless, Kelly refused to accept a telephone booking. I asked her if a supervisor was available and she informed me, “There’s no-one here.”
I asked her if ‘Gordon’ the team leader was available (he is the member of staff who sold me the iMac). Kelly told me that she could not give me this information over the phone. I asked her when Gordon would be on duty but she refused to divulge this information.
At this point, my patience was exhausted and I subsequently made my way into Glasgow City Centre, where I visited the Apple store. Spoke to Gordon (yes, he was on duty)!!! And he confirmed that staff are not permitted to say when a named person is on duty. According to Gordon, anyone could phone up and then make their way to the store and accost that member of staff. Give me strength!!! Have you ever heard the likes of it? A customer phones up, gives details of his newly purchased computer (serial number, etc) and asks to speak to the salesman who sold him the computer – and the company adopt a Secret Squirrel policy.
The best bit was when Kelly advised me to stop using my Windows PC and use the iMac to activate the One-to-One membership online. I asked her how she expected me to be able operate an iMac when I had never used one in my life. After all, that’s why I was trying to activate the One-to-One membership (so that I could learn how to install, register and work the machine). Mind you, I had already explained to her that I had never worked a Mac before.
I had been assured by friends that an Apple iMac was the Rolls Royce of machines. However, what I experienced today was not a good advert for the staff/company policy. I expected at least some basic help from the Glasgow staff when on the phone to them. I sincerely trust that this isn’t a taster for what’s to come.
