On Thursday, “Apple Retail chief John Browett emailed Apple Retail Store leadership with a mea culpa,” Jim Tanous writes for The Mac Observer. “From the Dow Jones Newswire: ‘In a communication with store leadership teams, senior vice president of retail, John Browett… said that the company had been trying a new staffing formula for its retail stores, leading some employees to see their hourly shifts cut and retail locations to be understaffed. He instructed leadership teams to tell employees, ‘We messed up,’ according to two people who were aware of the communication, which also stressed that while shift schedules were affected, no one was laid off. He also wanted employees to know that [Apple Retail] was hiring new staff, these people said.'”
MacDailyNews Take: There is no “we” about it. You messed up, Dixons-Boy. You. Own it or you’ll get no respect, ever.
Apple Retail Stores are the public face of Apple. Apple Retail Stores are responsible in large part for Apple’s success, perhaps even more than even Tim Cook realizes – or he would have made damn sure that a person who fully understood how Steve Jobs’ Apple works was hired to replace Ron Johnson. Cook should have hired Johnson’s replacement from within Apple Retail. Major mistake.
• Cease all recruiting and hiring events
• Make no promotions
• Immediately lay off newly-hired employees who are still on probation
• Reduce available hours for part-time employees
• Reduce or eliminate available overtime
• Lay off or fire employees who can only work more than 32 hours a week and not part-time
Tanous writes, “Apple Retail jobs are stressful, demanding, and require significant technical knowledge in addition to a whole lot of compassion, understanding, and a willingness to take vicious abuse. The kind of people who meet these criteria simply don’t come cheap and Apple needs to divert more money and resources, not less, to this critical group of employees… Mr. Browett needs to wake up and get his act together: he’s not at Dixons anymore.”
Much more in the full article – recommended – here.
MacDailyNews Take: Tim Cook’s biggest hire to date. It makes us worry. Cook needs to own his mistake, too.
This isn’t about minor “mistakes.” This is about an outside virus that threatens to irrevocably damage Apple’s DNA; invited in by Cook to the tune of tens of millions of dollars, no less.
Browett’s type of “thinking” will kill Apple faster than 10 lines of beige Performas.
If Cook can’t see that clearly, he needs to go, too.
Concerned Apple shareholders might want to email CEO Tim Cook directly and ask him what exactly he’s doing to fix this Browett problem: tcook@apple.com
MacDailyNews Note: 9:30am EDT: We have just put up a new poll in the left-hand column of the main website: “Should Apple CEO Tim Cook fire Sr. VP of Retail John Browett?”
Related articles:
Dear Tim Cook: Apple’s retail focus should be on delighting customers, not generating cash – August 16, 2012
Apple Retail Store chief Browett: ‘We messed up’ with Dixons-eque staffing gamble; refutes layoffs – August 16, 2012
Apple retail chief Browett to get $56 million golden hello – May 27, 2012
Apple grants 100,000 shares to new retail head John Browett – April 25, 2012
Tim Cook emails UK customer: John Browett’s role isn’t to bring Dixons to Apple Retail – February 1, 2012
Eyebrows raised over Apple’s hiring of Dixons CEO to run Apple Retail Stores – January 31, 2012
Apple hires Dixons CEO John Browett as new retail chief – January 31, 2012
Apple Inc.: The most profitable retailer in America – August 15, 2012
Apple’s retail juggernaut is magical and revolutionary in its own right – May 25, 2011
Apple Retail Stores hit 10th anniversary (with video of Steve Jobs’ tour of 1st store) – May 18, 2011
Apple Store: ‘The best damn retail experience in America!’ – December 2, 2010
Apple’s retail stores generate huge sales – December 27, 2007
Piper Jaffray finds ‘gravitational pull’ at Apple Retail Stores – November 26, 2007
Apple thinks different with cash register-less retail stores that bring in billions – November 23, 2007
Apple makes retail seem ridiculously easy – May 29, 2007
How Apple’s Steve Jobs is revolutionizing Manhattan retail – May 08, 2007
Fortune: Apple Inc. is America’s best retailer – March 08, 2007
How Apple Retail Stores beat Best Buy, Neiman Marcus, and Tiffany – December 19, 2006
Bravo MDN! Tim Cook is NOT the guy to carry on the Jobs culture in the post-Jobs era. Never was and never will be. You are absolutely right in saying the retail stores are the face of Apple. As more and more reports come in of grouchy geniuses, clerks without training, and erosion of the mystique the company becomes Best Buy. In other words, an average purveyor of mobile devices.
Ever since the passing of Steve Jobs, we have been waiting for the shoes to drop. This is the latest of a series of signs of men doing it their own way instead of passing the torch and carrying the banner.
All I can say is, Tim Cook’s vague promise to bring out an amazing new Mac Pro in 2013 had better be on the level, or else…or else I’ll just have to stamp my foot…there’s little any of us can do against monumental market forces pressing against faltering leadership…
18 months to update a cheese grater. Fall asleep much at the wheel?
Finest looking box, inside and out on the market. Lets see what you can do.
Not only will I do better, I’d improve the design in so many ways it’ll make your head spin. All done in half the time with a quarter of the cost & selling price.
Browett had the correct toffee-nosed accent though.
British is no longer best. Ex-Limey.
Dump the dick.
Absolutely MDN. Way to go! You lead the way and we’ll follow! Let’s get this guy out of there before he ruins Apple! He needs to go now! Every day that he’s there Apple loses credibility! Apple is going to try to brush this aside. Put it on the back burner. Sweep it under the rug. We can’t let them do that. He needs to go now!
Now you guys are finally getting it. Cook is no Steve Jobs. He’s a numbers management god, supply chain guru, but as far as leading Apple, Cookiewuss’s bad imitation of Steve Jobs on stage doesn’t do the trick. The magic is fizzling away. This is what I mean when I say the company is getting that “Old man smell.”
The perception that many Apple dissenters have is that all Apple cares about now is money.
I sense that Apple is beginning to care too much what share holders think. Steve didn’t care. He knew he was making money for them hand over fist but his target wasn’t the money it was the products.
No one is there now saying this product is crap, not the way Steve did.
We’ve read how engineers have been pushed aside by middle management types, and I think it’s starting to show. I can only imagine the sycophantic power struggles that must be going on inside that company.
“Sheryl the new MBA from marketing has some ideas for new commercials Mr. Cook. What do you think? Oh and Mr. Bowett is here for his 1:00 on increasing retail profitability.”
The problem with insisting that Cook isn’t fit run Apple is that he did, very successfully, during Steve’s multiple medical leaves.
Right now there’s no evidence to suggest this wasn’t just an isolated screw-up like any of Jobs’ isolated screw-ups.
Also worth mentioning is that you’ve been crucifying Tim Cook since the moment it was announced he’d be the new CEO so you might be, let’s say, somewhat biased.
Wait just a minute pete Peterson, WHile I agree with MDN that Browett looks like the “wrong” person for the job and a really poor hiring decision (and assuredly needs to be “talked to” or jettisoned…quickly) You can’t extend that and say that Cook is not right for the job. He has effectively been running Apple for years. And you simply can’t dismiss someone out of hand for making a single wrong decision (after years of making correct ones)
Steve was not perfect either, he mad many bad hire’s (and even bad internal promotions. (where you REALLY should know better))
The MDM poll has the wrong choices shown. Should be, fire Cook, fire Browett, or fire both.
Browett’s Orders have irreparably tarnished Apple. We now have a rotten Apple to deal with.
Reading the Steve Jobs Biography shows how much effort went into the stores. They had a “lab store” and tested everything and last minute changed it all. For a Dixons looser to come in and ruin it all………
Already emailed him, mentioned how cheap the new packaging for the MBA’s is as well.
One more reason to worry about the fate of Apple in the long term. Like with Sports teams, some coaches are genius but push the teams too hard, they hire a “different” kind of coach for a while and eventual get back to the guys who push too hard. At Apple, we had Steve, who just knew how to manipulate people to get the most out of them… Maybe, they should ask, “What would Steve do?”, just a bit more.
The Dixons guy concerned me, day one.
Apple MUST do better.
Noticed this in the batch of MacBook Pros we got at the office. The insert placed between the keyboard and display feels like cheap tissue paper. Almost better to have nothing at all. The previous type was much nicer. Also not crazy about the new coating they are putting on the power adapter extension cable. It’s not nearly as soft and pliable as the older ones.
Steve Jobs specifically told Tim Cook NOT to ask: “What would Steve do?” – he said that was the problem with Disney after Walt left.
Before John Browett was hired, people familiar with him in Europe were saying he was the wrong guy.
After reading what people were saying about him I knew he wouldn’t be a good fit for Apple.
He even looks like a Microsoft geek.
Its tough to have people walking around in stores asking “do you need anything” and not something about it. The 3 guys at the door should be communicating with a lounge section that sends out well rested storefront maclovers to help out the large and diverse crowd, it just looks overcrowded with employees at non-rush hours, apparently the vp of sales just wants to not have overcrowded back of the stores and letting them out on the mall would bring hives of people towards the on-a-break employees and would cause too much of a distraction… Apple must only be sure to have more space in their stores or back of the stores so that employees can have a place to rest or not be seen too much together when crowds come in, they give the impression that theyre slacking or not being receptive with customers, which bring either bad customer experience to the surveys or bad conduct reports to store management… Lets just take it easy and let the iphone craze pass, you dont want personnel shortage now and you cant train new employees fast enough for ios 6…. Everybody just go back to your Jobs!!!!
If this is true, Browette is being paid a lot more to undermine Apple than Apple is paying him.could it be a Samsung, Google, or Microsoft perhaps? Or is it Eric T. Mole once again with his clandestine countermeasures, working alone?
Thanks MDN for the poll. Let’s get rid of the son of a bitch!
Don’t over-react. The truth is that Apple will be much stronger if execs learn from their mistakes rather than constantly hiring execs that repeat mistakes. If they learned their lesson, then Apple is better off for it. If not, they should go.
But at least give them a chance to learn…
100% right take… Every clown on this forum including MDN is acting like they never made a mistake at work…, but unlike Browette, they most likely didn’t own up to as he did.
Even Jobs made mistakes… That’s how you learn and improve…the iPad came from the same company as the Newton…,
The mistake was to hire this clown. He ran a retail outlet known for poor customer experiences, and he’s doing his best to duplicate that at the Apple store. No one is over reacting, this guy is a disaster. Needs to go.
I’m worried if Tim Cook is the right man for the job now.
You are a mistake.
“100% right take… Every clown on this forum including MDN is acting like they never made a mistake at work…, ”
Except – ‘every clown here’ isn’t being paid $Millions. At that pay grade you are expected to do your job right. The poor schmuck on minimum wage can get a second chance – and if you don’t like them rules then get out of the kitchen.
“but unlike Browette, they most likely didn’t own up to as he did.”
Speak for yourself. (tosser)
I want my Newton! I also want this clown fired. He’s at the top of the food chain. You don’t make mistakes this horrific in a position like his. When you do your ass is out the door mucho pronto. It doesn’t take a mental giant to see that this was an ill-conceived plan from the beginning. This isn’t just some “honest mistake”. And he didn’t make this decision on his own. He had to have support from the higher ups. So whoever nodded yes at the conference table should be escorted out by security immediately. And he didn’t own up to anything. He simply had to admit that he fucked up after people started pointing fingers. This is not just a small mistake. It had to be painfully obvious to everyone involved what the ramifications from this would be. Yet they went ahead with it anyway. Fire them all. And I don’t need to hear anymore about Steve Jobs this and Steve Jobs that. This has nothing to do with Steve Jobs. A competent CEO would never let this happen. It does not take Steve Jobs to say “hell no that’s a stupid fucking idea what are you trying to do ruin this company”?
Based on the decisions he made regarding employees, he isn’t a very nice human being. Apple is supposedly in the business to make great products – why hire a Dixons clown with right -wing uber-fascist ideas?
We all make mistakes. But most of us pay for them. And pay dearly for costly ones. And sure as fuck, don’t take millions in compensation.
At the VP level, screwups must be fireable. Immediately.
And no, he didn’t own up to anything with: “We made a mistake”. If he sent the email and he took the decision, I don’t see why “the collective” should own up to the mistake.
It’s one thing to commit a major error by skipping some procedures, negligence, or there just isn’t enough data available yet for a new-ish system (early space program and even the space shuttle disasters come to mind).
In this case the guy was brought in from outside and tried actively imposing a system known to be extremely bad for customer service, in what seems to be an empire-building effort on his part.
I’m all for giving those in the first group a second chance. Those in the second… not as much. Especially a guy who penny-pinches the lowest end of the payscale right after being paid $56 million (stocks spread over 5 years) just for getting hired.
i suppose if you come from Dixons screwing up is par for the course.
No. MacDailyNews is entirely correct:
Browett’s type of “thinking” will kill Apple faster than 10 lines of beige Performas.
It’d be difficult for Apple to make a bigger mistake at this point.
COOK: DO NOT SCREW WITH THE CUSTOMER’S EXPERIENCE.
Be more careful about who you hire in the future.
(Brought to you by Carl’s Jr.)
Sorry macman1984,
Not if he is getting paid “tens of millions of dollars” to make such a huge mistake.
He didn’t make this decision to screw with Apple and thousands of its employees in a vacuum, he did so after ignoring the pleas of everyone he worked with.
If he’s still on probation, fire him!!!
Send Browett to J C Penneys and bring Johnson back! Maybe all parties would benefit from this exchange!
+1
+1
But to be clear, I really get tired of MDN’s constant effort to find fault with Tim Cook. Since he took over Apple a year ago, Apple’s market value has ONLY gone up 70%+. MDN is delusional if it thinks anybody associated with it – including the vaunted “Steve Jack” – has the business skills to produce that kind of performance.
Steve Jobs’ massive momentum. Apple’s market value grew much more than a mere 70% under Jobs. Until we see something insanely great created under Tim Cook’s leadership, with no prior input from Jobs, the jury remains out on Cook as CEO. Is Cook a visionary CEO or a mere caretaker? We’ll know soon enough.
Tim Cook was the second most talented executive in the world when SJ was around, and that’s why Steve hired him and chose him to run the company when SJ couldn’t do it anymore.
To *run* the company. And direct it to some degree, but by most accounts Steve Jobs still had final say on all major product and strategic decisions.
Which is not to say Jobs didn’t let a few stinkers pass either (Ping, for example), but something *this* essential to the Apple experience would not have been allowed.
This strategy is insane considering we’re about to head into the back to school season, the new iPhone launch, new iPod launch, holiday season and perhaps an iPad Mini launch.
For those outside the UK who have never experienced what shopping at PC World or Currys was like, it’s hard to think of a worse retail experience, truly dire.
Treat customers right and you’ve got them for life, piss them off and you’ve lost them forever.
Just looked up background work on John Browett. Its not really that impressive, and with the hardly any background experience with Apple besides maybe owning product or selling the iPad exclusively for his Dixon company. I don’t want to too quickly judge this guy…but i wouldn’t give him a whole lot of leniency either.
MDN, over react much? Apple does many things right, but not all of them. On Jobs’ recent watch there was Ping, MobileMe, iWork, and other hot messes. The retail snafu is a big deal if you work in a retail store, but if you are a consumer, you didn’t notice or think twice about it – “they must have been really busy that day”
You know Robinson tried something new with price and promotuon at JCP after leavin Apple and they had major heartburn from it. This is just a news story to get burried with all the trial news.
Wait, iWork a mess? Of the ones you list, only Ping is a snafu.
Yes a long in the tooth, un-upgraded mess.
Apple picked the wrong guy, the should have hired someone from John Lewis.
Absolutely, John Lewis are a benchmark
DUMP THIS INCOMPETENT FOOL.
Dixons stores are rubbish. The staff no very little about the products they sell, the emphasis on upsetting, regardless if you need the additional / more expensive items. Apple stores are now losing their focus, and this trend will only accelerate under Browett
+1. I was amazed and greatly depressed when I read about this idiot’s appointment. Very poor judgement on Tim Cook’s part. Get rid of him double quick. Anyone who’s been in any Dixons store here in UK will know what I mean.
I wonder how many of today’s upper-management at Apple have read Guy Kawasaki’s classic The Macintosh Way. It’s an oldie but a goodie, and it seems like they could use a refresher course!
Well, if I hadn’t read all the terrible posts from the lads over there when he joined Apple…
Why in the world would you hire someone with such a bad rap and background. .
the first step to solving a problem is admitting there is a problem, after that first major step one can then try and find a solution.
mistakes are going to be made!
what separates the bad (ballmer) from the great (like steve jobs), is the ability to learn from those mistakes and try and find find elegant solutions (aka einstein who said “Make everything as simple as possible, but not simpler.)
btw one other suggestion for AAPL shareholder, who think the apple store is the public face of the company and don’t think a penny pinching MBA who does not understand “think different” should contact share holder services
http://investor.apple.com/contactUs.cfm
John Browett needs to be fired.
Also, someone in Apple is bringing in management level retail people to Apple stores who do no understand the Apple culture… and they need to be fired also.
Apple stores are losing some of their best senior people because Apple doesn’t know how to keep them.
This needs to be fixed.
Apple needs to send the right people from corporate to work at the stores and listen to what the employees say and observe what is really happening at each store.
Do not totally trust your regional managers evaluation of the store managers because some of them worked together at a previous retail store.
This dude is a pure British mercenary who has no clue of what Apple stands for. He should be let go right Away. This is what I wrote to Time Cook yesterday:
Tim,
As a long time Apple enthusiast, I was disappointed to hear about potential changes being introduced at Apple Retail store.
As reported by Dow Jones, the new retail VP of Apple is planning to reduce staff and eliminate free workshop at the retail stores. This is a big mistake. The Apple Retail stores are the Mecca for Apple users. We go there to meet, learn, and see what is new.
The customer service is what brings customers again, again, and again. The retail stores are the face of Apple. Please don’t change what has been a proven ingredient of Apple’s success to save few dollars.
The reported changes also show the new retail VP, Mr. Browett, has no passion for excellence. He seems to have a vision that is against everything that Apple stands for. Please consider retraining or replacing him. I would like to see Apple bringing the revolutionary technologies of the next 100 years.
When you scour the bottom of the pond for the head of retail operations, you’re more likely to suck up talentless scum than anything else.
I would like to email Tim as well. What is his email address, please?
Pretty e z to find
Mark Papermaster was fired instantly supposedly over the antenna gate issue or not integrating well within Apple’s culture. If the latter Browette should be tossed faster than saying “Want AppleCare with that?”
Apple Stores have always been well staffed. If those are Browett’s orders, he needs to buy a clue. He’s treating Apple like they are hurting for money. I could see an underperforming company taking these steps to batten down the hatches for hard times, but Apple is making money like crazy. Why would he do this? (Other than he doesn’t belong in this position).
Maybe check and see if Ron Johnson is regretting his new JC Penny adventure yet?
PS. And Steve said do not let these Marketing and Retail idiot start running the Company!! Re-read your Steve-notes Tim.
This is a far cry from the Apple that showed appreciation for its retail employees by giving each and every one of them a free iPhone in 2007.
To be fair they just gave most all of the retail employees a substantial raise.
Important to keep in mind that before this raise Apple was at the top of the scale of company’s average hourly wage for retail employees (~$12)
Now (with as much as $4/hr raises,) they are considerably above the average for the “top paying” companies retail worker’s wages.
i lived in london.
Dixon’s chain is a walmartian-chain.
cheap shit.
why would apple have hired a michael dellian dilutionist is beyond logic.
Apple / Cook: please iFocus! now!
do not lost your mojo like Goo / Microdough / RimmJob / SamHasNotSung etc!
Apple is big, the fittest to survive,
only thanks to keeping the most permanent smiles on its users, but once that smile slightly shifts into a grin, your start an avalanche of mistrust, as you lose the mojo & spark that made us fans in the 1st place.
beware.
be wise.
iFocus!
thx!!
No-one on this forum or anywhere else, apart from high up in Apple, knows the precise figures and trends for Apple retail. It’s just very possible that the numbers are actually slipping and I wouldn’t put it past Cook & Oppenheimer to massage the numbers for their regulatory filings. Apple is so, so secretive, that if things were going pear shaped in Retail, maybe we wouldn’t know it until it was all over.
Just sayin’ that is….
Had a touch of this in Milton Keynes a while ago – insanely busy and semi-ignored despite having made a book line online.
Let’s hope he learns, as Apple and Dixons have always been chalk-and-cheese so far as retail goes.
I doubt there’s anyone in the UK with a good word to say about the latter, and the last thing our Apple Stores need is even the slightest whiff of the dread D.
I’m reminded of what happened at Home Depot a few years ago. The new boss – an ex-alum of GE that failed to get the top spot – slashed the number of experienced craftsmen and tried to go for cheaper (and less skilled) personnel. Customer reaction was extremely negative.
If that message from Browett is true, this guy needs firing, right now.
If Tim Cook supports him, then Tim’s not the guy I thought he was, and serious questions need to be asked about why he was hired.
With the hiring of this old school MBA-tard, Apple has now officially jumped the shark. So sad.
I gotta say I’m losing faith in Tim Cook. Adding dividends, this hire, the 4S debacle where the hardware was the same but they didn’t leak that fact so people flipped, the changes on campus with the focus on charities, software coming out that is bizarre and hard to use (iPhoto on ios)… Everywhere I look I see choices steve wouldn’t have made and which seem to go against the ethos of Apple as developed over the past 15 years.
Give it to Forstall. That’s what I say. Give it over soon before things go too far out of whack. The last thing we need is our own clown in charge.
Fsck you John Browett. Either man up and understand money is a by-product of an ALL ENCOMPASSING experience, or pack your bags and come back to the UK.
Idiot.
What has always struck me as odd, is that Ron Johnson would go to a company like JC Penny. Maybe he likes the idea of trying to save a sinking ship. I’ve seen talented people always looking for bigger challenges. Now, I’m beginning to wonder if he no longer felt comfortable with new internal attitudes at Apple and decided to jump ship when he had a good opportunity.
Seemingly mundane issues like cord flexibility and packaging design really do matter and is one of the reasons people can justify spending a premium for Apple’s products. Without the details, they are just another overpriced computer.
I guess Jonathan Ive is now the one to watch. I can’t imagine he’d stay if his designs were being compromised to save a few pennies. If he leaves, as an Apple shareholder, I’d say it may be time to sound the alarm and head for the exits.
He’s a total idiot!
Who the hell hired him, he just don’t understand the apple retail experience at all.
Blimey if Steve jobs was alive he would have sacked him for that fuck up.
What a clown!
The problem with the apple retail experience is that there is no problem.
This guy screwing things up in their retail stores IS THE PROBLEM.
Don’t mess with stuff that works!
The apple retail experience is near perfect, why retune a racing car engine wen the car is winning most of the races???
He seriously isn’t the right guy for the job and he certainly does not understand the apple way and brand values.
Phil Schiller should give this guy a lecture about what apple is about and what it represents to its customers.
Im a brand consultant by profession, give me the guys number and hell il teach him what apple’s brand represents.
‘The apple retail experience is near perfect, why retune a racing car engine wen the car is winning most of the races???
He seriously isn’t the right guy for the job and he certainly does not understand the apple way and brand values.
Phil Schiller should give this guy a lecture about what apple is about and what it represents to its customers.
Im a brand consultant by profession, give me the guys number and hell il teach him what apple’s brand represents.’
Apple – when – Apple – I’m – guy’s – I’ll – Apple’s … you’re a professional what? Riiiigghhttt!
Stack them high sell them cheap is the Dixon’s credo supported by a poorly trained staff who do not understand or care about their products. How could Tim Cook employ this no hoper? The Apple store is a temple to design and taste where the staff provide intelligent support and are not there to ram sales. Beautiful products sell themselves…ask the genious Jony Ive who is a Brit who gets it. Actually, with Steve Jobs he invented it! Browett has the philosophy of a market stall trader. A completely inapproproriate appointment Mr Cook. He has to go. From a Brit who cares!
I don’t have much confidence in Tim Cook either. He hired this guy, as well as made OSX more difficult to use and hasn’t introduced anything to stir people’s imaginations. Apple is dying from many different directions, not just John Browett. Browett just happens to have destroyed the most visible and consumer sensitive area of the company.
If Apple ran the stores like a WalMart, they wouldn’t be who they are. Cook, Browett and all of their greedy minions will sap everything they can and then just jump ship. Nothing new: Welcome to America!
Dump this bozo 🙂
For the first time in a decade of visiting Apple stores, a “Genius” tried to help me recently and didn’t seem to have the slightest understanding of OS X. It was shocking to see him flailing helplessly for 20 minutes searching in utterly irrelevant System Preferences panes for something that just might solve my Mac’s problem. All the while, he refused to ask another Genius for help, probably because his job was already on thin ice. In the end, he did something that he stated would not help but that actually fixed the issue. In the past, I’ve always been impressed with the competence of the Genius staff. This time, my jaw was on the floor in shock. NOT GOOD!
For the first time in a decade of visiting Apple stores, a “Genius” tried to help me recently and didn’t seem to have the slightest understanding of OS X.
EXACTLY. A friend of mine ran into a shit-from-hell ‘Genius’ at the local Apple store who screwed up so badly that she was convinced she had a lemon MacBook Pro.
Therefore, I went WITH her to make sure she got straight answers from someone with a brain in their head. I figured out by sitting down and talking with her for 5 minutes that ALL she had were issues with networking. The DUMBSHIT ‘Genius’ had been INCAPABLE of figuring this out. WTF?!
Thankfully, we ran into a terrific actual Genius (Thank you Daniel!) who knew what was going on and helped her understand. Now she trusts Apple again and likes here MBP. But she went out of her way to point out the DUMBSHIT fake ‘Genius’ who had messed her over. I will be talking with the manager at the Apple Store about it. NOT ACCEPTABLE.
MDN Says: Tim Cook’s biggest hire to date. It makes us worry. Cook needs to own his mistake, too.
Same here. This STINKS of Marketing-As-Management. You NEVER let marketing people run the company. It’s suicide, plain and simple. Don’t do this Apple. Live long and prosper instead please.
Fire Browett rather than let this unworthy garbage ever happen again. 😕
77.64% FOR firing Browett and rising…
Thanks MDN for the good take and providing tim cooks email, i will write to him about the dangers of browett after this. Very concerned about browett and his incompetence
This kind of thinking:
“Cease all recruiting and hiring events
• Make no promotions
• Immediately lay off newly-hired employees who are still on probation
• Reduce available hours for part-time employees
• Reduce or eliminate available overtime
• Lay off or fire employees who can only work more than 32 hours a week and not part-time
Will kill Apple. People who convert to Apple do so because they hear about the amazing experience and staff.
What will also kill apple is the deal they have signed with GM to put iPads (or iPad systems) inside very GM car to replace On Star. It’s going to hobble Apple with the same noose that is having around Microsoft’s neck – Legacy.
If Cook is going to hire a holes like Browett and make deals with GM, then ride the stock for what you can now, and start learning Ubuntu cause the good times are over.
Everyone makes mistakes. How’s Ron Johnson doing at Penney’s right now?…
(wrote to Tim Cook)
Sorry. If his actions so far are any indication, hiring this guy is the biggest mistake Apple has made for a long time.
Apple cannot be managed like some run-of-the-mill low price retailer — like… ummm… Dixons.
He needs to add his skills to what Apple IS… not try to remake it is his narrow-minded image.
Apple just paid for a very expensive learning lesson for this new “employee”, Mr Browett. They should keep him. Send him over to Apple university for a bit. Then have him work along side a long term Apple retail employee on the front lines. This should have been the first thing he did when he arrived. Apple retail is not some 2$ bargain bin shop. If you won’t the best customer service then you need to spend money on the front line and support those people. They are the most important people Apple has outside of the design department. Mr Cook, even in retail you don’t want the sales guy running the show.
really??? this guy is a complete idiot… yea, let’s lay a bunch of people off right before we release all these new products: iphone 5, new pad, apple television, new ios, new os, new macbooks, new iPods… yea… now is the time to HIRE jacka$$… just think, if they didn’t reverse kind genius’s idea how trapped the retail would be with all the customers who would have been unserved … oh ya.. let’s not even discuss the holiday season coming in a few months… this guy NEEDS to GO… and FAST…
More Jackassery from MDN. Why not fir e Tim Cook? Why not fire all the Apple executives. Obviously this retail guy is bringing down the entire enterprise with a few modest changes. Does he not know he was hired to leave things “exactly” as they were? Does he not know he is to check with MDN before making any changes? Obviously the entire thing would be solved if the worlds best direct marketer were brought in – Michael Dell.
Tim Cook is a genius when it comes to production or logistics issues. But he is not a product guy. And he will not become a product guy by repeating over and over again that he wants to make the best products in the world. That was Steve Jobs line. Who represents the overall customer view at the top of Apple? Anybody left? Anyone there who cares for all the minor and major details surrounding the customer experience and can make changes from the top?
What do you expect from an ivy leaguer? Wonder were sculley got his MBA. Birds of a feather….
The apple stores are fine.
Great shopping experience, no need to change anything.
If it ain’t broke dont try and fix it!
If the apple stores were underperforming then yes, try some new things on a localised small store level as a test bed for the whole retail network. And if it works then roll it out across the whole network.
This is basic retail strategy stuff. I know this and I ain’t a retail expert!
This guy doesn’t even know this stuff!
Sack this buffoon!
MDN has this right.
Cook brought the retail blunder in.
It’s Cooks major mistake and he needs to fire this clown now. If not Cook should step resign.
Steve Jobs made hiring mistakes, too. Remember Mark Papermaster? He was hired by Jobs and fired after 15 months of heading the iPhone/iPod division, filling Tony Fadell’s shoes.
http://tech.fortune.cnn.com/2010/11/13/mark-papermaster-should-be-happier-at-cisco-than-he-was-at-apple/
“When you’re the janitor, reasons matter,” Jobs tells newly minted VPs, according to Lashinsky.
“Somewhere between the janitor and the CEO, reasons stop mattering,” says Jobs, adding, that Rubicon is “crossed when you become a VP.”
Can’t get more profitable by cutting to get cheap.
Forstall should lead the revolution against Cook. Browett should be tossed from the back seat of a ’32 Packard in the middle of Highway 280.
Back when I work at Apple I had the opportunity (Or should I say misfortune?) to hear Tim Cook speak to our group of retail associates (Apple Solutions Consultants) and my first thought was… “This guy is both boring and not any type of leader” I was asked by my management group what my thoughts were and I told them that he nearly put me to sleep! They were shocked that I’d come out and say such heresy about their future leader! I saw the writing on the wall. This guy stunk! Scott Forestall would be a much better CEO.
Look his face… not an Apple guy for sure.
Browett was not the most obvious of selections. His background is in selling cheap ‘electronic crap’ and a seriously crappy chain called Dixons – CompUSA – only worse.
Perhaps APPLE should have gone for someone from the perfume industry or LVH or if from UK, the John Lewis Partnership ie. someone with an appreciation of the ‘quality experience’ in stores that allows the products to sell themselves. Apple doesn’t need pushy ‘have a nice day’ sales assistants, it needs people that can answer intelligent questions.
..and you get that by paying staff well and selecting quality in the first place.
Browett probably really works for Ballmer sent in to destroy the Apple from the inside.
And now we know Cook ain’t no Steve Jobs. Always suspected but wanted to give him a chance. Now he had his chance and he’s proven himself to be the opposite of Jobs. If need be, can Cook as well.
Dunno about the workplace laws in the US and UK, but some of those orders would be downright illegal here in Australia.
That said, Steve trusted Tim, so I trust Tim. He’s entitled to make a mistake or two. Just no more than that.
I’m British.
I don’t want Browett back.
Apple should carry on hiring him.
Apple should lock Browett in a dark room in Apple’s dungeons.
Apple should NEVER let him out unless he agrees to work for Microsoft (again).
Please, you can have Julian Assange in compensation!
Yeahhh, keep him. We don’t want him in Switzerland either!
I actually think Browett is doing a fantastic job. What he should also do is rebrand all Apple stores to Dixons-Apple. Next he should get rid of that crappy Apple logo from the shop front and then sell computers and devices where you are not locked into an Apple ecosystem.