Back in August 2011 I wrote a blog article about how awful the customer experience was at Staples when you wanted to try out anything in the store.
Well Staples could learn a lot from Apple about how best to present the kit they sell they have on display. I was in there the other day and they had a really nice range of tablets on display, most were Android, but there was also the HP TouchPad.
Most had power, but not all. None had anything on them except the default install, so no apps to try, no content to view or look at. Though all had wifi, none could be used to access the internet as none of them were connected to the internet! Really what was the point of having them on display, when the average consumer is going to have no idea about how they work and how they could fit into their lifestyle.
I was in their last week buying some sticky labels and noticed that they had a Windows 8 display.
Well I thought to myself, though I had “played” with the WIndows 8 Beta, here’s an opportunity to try out, not only the release version, but a piece of dedicated Windows 8 hardware.
So looking at the piece of HP kit, I looked at the screen…
Automatic Repair and that it couldn’t repair the PC.So not only was it unusable, it was also broken. Hardly a good advert for Windows 8.
I have no idea if this was a Windows 8 problem, an HP hardware problem, however it was a problem for Staples.
Again I ask the simple question, as a customer why on earth would I buy anything from Staples if not only can I not try out a piece of hardware (as I can at the Apple Store) but why on earth would you have on display a piece of broken hardware?
There are very good reasons why Apple can make so much money from every square foot of retail space they have, other companies need to send not only their staff there, but also the managers of such companies like Staples need to go to the Apple store and then go to their own stores to see what a vastly different experience it is.
Also companies like Microsoft and HP need to do so much more to ensure that companies like Staples don’t scupper their efforts in selling laptops and software.