Aussie man: Apple store employee ‘questioned my intelligence’

“A Sydney dad has accused Apple of ‘stupidity’ after he claimed a staff member in one of its stores made it so difficult to pay he was forced to walk out and buy the exact same product at JB Hi-Fi instead,” news.com.au reports. “That was despite the fact he was ready and willing to stump up the cash right there and then in the Apple store.”

“Calvin Scott [not his real name] told news.com.au he felt ‘frustrated and like my intelligence was being questioned’ about the encounter he had at the Apple Store in the Sydney north shore suburb of Chatswood,” news.com.au reports. “He said he was asked to wait by a staff member. ‘They got super awkward with me standing in front of them, so they asked, ‘Do you have an iPhone?.’ I said ‘Yes … but how is that relevant?’ That’s when they started trying to sell me on this Apple Pay thing. He gave me the impression I had to use the app to buy the product.'”

““Even though I told the guy that I wasn’t interested, he kept going on. I asked him at least three times if he was going to take my money or my credit card, and he just kept deflecting back to Apple Pay,” news.com.au reports. “Increasingly exasperated at being unable to pay the normal way, Mr Scott took drastic action. ‘I threatened to leave but he said I was being unreasonable. So I put the product down, walked across the street, and purchased the exact same item from JB Hi Fi.’ …’I felt frustrated and I felt like my intelligence was being questioned. I’m not really concerned by the legalities (of whether a store can force you to use a certain payment method) as much as I am the stupidity that transpired.'”

Read more in the full article here.

MacDailyNews Take: Well, now, there’s one side of the story, at least.

Perhaps “Calvin Scott”** had never used Apple Pay and, when asked if he’d like to pay “contactlessly,” he got more than a bit defensive about his “intelligence” and started to perceive slights that simply weren’t there?

Which seems more logical to you? (1) An Apple Retail Store employee who has no reason to be pushing Apple Pay* nonetheless inexplicably pushes Apple Pay to the extreme point of driving a customer out of a store or (2) a customer is asked if they’d like to use Apple Pay, doesn’t know what it is (“this Apple Pay thing”), feels stupid (“super awkward”) and therefore deflects/projects by blaming the employee for “questioning his intelligence” and for being stupid (“the stupidity that transpired”)?

Psychological projection is a defense mechanism in which the human ego defends itself against unconscious impulses or qualities by denying their existence in themselves while attributing them to others. For example, a person who feels stupid and/or uninformed continually accuses others of being stupid and/or uninformed.

Read more about psychological projection via Wikipedia here.

*There are no incentives at Apple Stores for employees to push one payment method over another.
** No, that’s “Scott Calvin.”

30 Comments

  1. On the flip side, It is quite possible that the sales person was merely trying to introduce him to ApplePay and its benifits, just to have been helpful…….And that this gentelman’s insecurity is what brought about his feelings of ‘his inteligance being questioned’, not the sales persons talk.
    Some people have huge egos and dont want to ever feel they dont know something.

    Not having been there its hard to say!….. just offering another perspective ..

    1. Very highly unlikely a man gets upset about being introduced to Apple pay for the first time, leaves the store over it and then complains to the media. Something got him riled up, he says they dude kept deflecting back to Apple Pay and I believe him 100%.

  2. The customer was ready to make a purchase at the Apple Store and only needed a salesman to take his credit card. If the Apple Store operates in Australia as it does in the US then swiping his card is the fastest means of closing the sale and moving to another customer.

    Since the customer had an iPhone he was an established customer – and there is long term value in that. Why blow that relationship? Think he will want to come back to that store?

    Hate to say it, but some sales staff in ANY store can be an ass. There may be push on to move people to Apple Pay but there is no need to treat a customer to the point that they walk out, leaving an unmade purchase.

    I’ve worked in retail years ago and can remember that customers should be served with respect. I’ve also been a customer often during my 74 years and can relate to both excellent t customer service and poor service. My experience at Apple had been outstanding so I’ll assume that this guy’s salesman will be working Some,ewhere else in the future.

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