As we reported earlier this month, Apple today has updated its online website with deeper integration with its appointment scheduling services for the Genius Bar and in-store workshops. This change comes not far after the Apple Online Store was heavily integrated throughout the entire online site, continuing Apple’s efforts to consolidate its physical retail stores, online store, and main website.
Apple’s combined appointment scheduling service is being referred to as the “Concierge” and is deeply integrated into individual Apple Retail Store pages with today’s update, versus it previously being its own website. Also as part of today’s updates, the Workshop offerings have been consolidated into categories. There is a “Featured” category, as well as categories for “Discover,” “Organize,” “Create,” and “Business.” This separation into categories will undoubtedly make it easier for customers to find Workshops that interest them.
Apple’s new Concierge system is also more optimized for users with visual or hearing impairments. On the mobile side, the interface of Apple’s retail store appointment scheduling has also been refreshed with a new, simpler category-based interface.
Apple is also planning to soon revamp its retail stores yet again by moving iPod stock storage to the accessory walls and eliminating the long-existing iPad Smart Sign System.
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wish i could email article
I just tried to book a genius bar appointment in Toronto for repair of my iSight camera issue. I got presented with times for only one day – 6 days from now. That day does not work for me. There are no other options available – or if there are, how to access them is not obvious. I tried another store, but same issue.
It seems really stupid planning to require me to go onto the booking site every day to see if a convenient time is available. Presumably, if only one date is available per day, I will need to figure out how many days in advance I need to make my booking and then get online early in order to secure a spot for about a week away.
This is not what I consider to be good customer service – especially for those of us trying to run a business who do not have total freedom to come to an Apple store at Apple’s convenience. It defeats all the positives of being able to schedule an appointment.
My alternative seems to be to drop in and hope that there is an appointment available within the next half hour or so. I’m not sure how often that actually happens – I have only two drop-in experiences from the past. They required 60 and 90 minutes wait before I could see someone. Certainly takes away from my productivity for the day. But I guess it enhances Apple’s productivity.
So my first experience with this new system (as well as the old system) is an emphatic two thumbs down.