It’s not the Apple Store that I really hold accountable here — in fact, I sympathize with them, as they fall victim to the same basic organizational issues that caused the above situation — lack of a flexible inventory management system, archaic regulations on what can can cannot be done through various customer channels, and a poorly implemented and publicized knowledge management system — which inevitably results in poorly informed support team and customer base.

In fact, the retail stores — Boston included — have mastered customer experience. There are few shopping experiences like the one found in an Apple Store — from adequate staffing to automatic checkout and receipt emailed to your Apple account, it’s a very comfortable and reassuring place.

http://thesmallwave.com/

I also had great experiences with Apple Store service here in the Washington, DC area. Actually, with 15 yrs of experience with Macs in a personal and corporate setting, I never had a bad customer service experience. But, I’ve never been to the Boston Apple Store…