Comments on: It’s All about the Intangibles http://tj.tntluoma.com/tales/apple-store-intangibles Life through my skewed view Thu, 20 Nov 2008 08:42:15 +0000 http://wordpress.org/?v=2.6.3 By: Sarah http://tj.tntluoma.com/tales/apple-store-intangibles#comment-14981 Sarah Wed, 25 Jun 2008 22:12:24 +0000 http://tj.tntluoma.com/?p=912#comment-14981 <p>They clap? That gave me a panic attack just thinking about it. Can you request no clap?</p> They clap? That gave me a panic attack just thinking about it. Can you request no clap?

]]> By: TJ http://tj.tntluoma.com/tales/apple-store-intangibles#comment-14956 TJ Sun, 22 Jun 2008 02:35:23 +0000 http://tj.tntluoma.com/?p=912#comment-14956 <p>@heidi</p> <p>Good observations.</p> <p>To their credit, it was incredibly difficult for me to find out whether or not the controller worked, even with full access to the Internet. One is left to make an argument from silence ("It doesn't say, therefore I assume...") even on their website.</p> <p>As for the return policy, that's a standard for software across the USA. Given how easy it is to duplicate software (or just install it), I believe this limitation comes from the software industry, and isn't specific to Apple itself.</p> <p>Staying open past 9 was a genuinely good deed. Sure, it's no kidney donation, but it saved me a trip out tomorrow and (more importantly for them) makes another positive mental note about Apple in my brain.</p> <p>This is much like Amazon.com's policy of paying for return postage if there is something wrong with something you buy there (including "Does not live up to expectations"). The few dollars they pay for shipping helps ensure that I don't hesitate when I think about buying something there I am not convinced that I want/will like.</p> @heidi

Good observations.

To their credit, it was incredibly difficult for me to find out whether or not the controller worked, even with full access to the Internet. One is left to make an argument from silence (”It doesn’t say, therefore I assume…”) even on their website.

As for the return policy, that’s a standard for software across the USA. Given how easy it is to duplicate software (or just install it), I believe this limitation comes from the software industry, and isn’t specific to Apple itself.

Staying open past 9 was a genuinely good deed. Sure, it’s no kidney donation, but it saved me a trip out tomorrow and (more importantly for them) makes another positive mental note about Apple in my brain.

This is much like Amazon.com’s policy of paying for return postage if there is something wrong with something you buy there (including “Does not live up to expectations”). The few dollars they pay for shipping helps ensure that I don’t hesitate when I think about buying something there I am not convinced that I want/will like.

]]> By: heidi http://tj.tntluoma.com/tales/apple-store-intangibles#comment-14955 heidi Sun, 22 Jun 2008 02:26:48 +0000 http://tj.tntluoma.com/?p=912#comment-14955 <p>That's a fascinating combination of amazing customer service and not-so-great customer service. The intangibles they have covered—applauding for purchases (which keys totally into the current generation's rumored need for applause for every little thing they do since apparently we're raising our kids with too much positive feedback now, i.e. Oh, sweetie, you got to work on time! Great job! But I digress.), staying open to wait for you. More concrete issues maybe still need some work—knowing what controller works with games they sell, and the return policy. Fascinating.</p> That’s a fascinating combination of amazing customer service and not-so-great customer service. The intangibles they have covered—applauding for purchases (which keys totally into the current generation’s rumored need for applause for every little thing they do since apparently we’re raising our kids with too much positive feedback now, i.e. Oh, sweetie, you got to work on time! Great job! But I digress.), staying open to wait for you. More concrete issues maybe still need some work—knowing what controller works with games they sell, and the return policy. Fascinating.

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