Well, not permanently. But today they did, and it really sort of annoyed me.
Went to the Apple Store to try to evaluate monitors for the replacement for Gail's old PowerBook G3, a computer that's definitely feeling its five year age. We'd decided already on a decked out Mac mini and a DVI monitor; the question was, which monitor? The Apple monitors are gorgeous, but pricey (my concern) and not black (her concern). We evaluated it, thought about it a bit, and she decided she was good to go with the 20-inch Apple Cinema Display. So, with readiness to buy a mini with an extra 512MB of RAM, a 20 inch display, and a wireless keyboard and mouse, we went to the front desk.
"Oh, you'll need to speak to a specialist, sorry. I can't help you with that."
Hmm. Time is tight and we just spent 10 minutes in the line to buy this. Not a good sign. "We know exactly what we want. A SuperDrive mini with 1G of RAM, a 20 inch display, and a wireless keyboard and mouse."
He blinked at me from behind his beige scarf and flowingly long blond hair. "So you want a mini? Uh, we don't sell those…"
I interrupted. "Not an iPod mini; a Mac mini."
"Oh. Um. Okay. You want that just as it comes?"
Sigh. His hair was very nice, but it really may have been one of his most intelligent features. "No, I need it taken to 1G of RAM."
"Oh, then, you have to have a specialist help you."
One walks by and we grab him. He starts talking us through the "Have you considered what you might be using this for?" bit. I quickly dissuaded him of the notion that we wanted any help. "SuperDrive mini, 1G of RAM, 20 inch display, wireless keyboard and mouse." He brought us over to the minis, at which point Gail starts getting a tad annoyed. "We don't need to see it; we know what we want." Finally, he takes us over to the order entry computer and starts configuring it for us. After a little more back and forth (during which time he did ask me the one question I hadn't yet pondered: AppleCare), he said "We'll print the order, they'll install the RAM, and you can pay for it." With that, he walked in back to check something. So there I was, staring at his internal order site. With a big note on it that says "Make sure to tell people that unlike the online store, we CANNOT buy back RAM from stock configs!" He comes back and I point to the screen. "So I'm buying a 1G stick and getting no credit for the 512MB?" He starts responding "Well, you get to have both of them." I'm starting to fume: "Yes, but there's only one DIMM slot in a mini, so I'll be eating the 512M DIMM, right?" He was a bit flummoxed but stammered out "Well, yeah." I figured if it wasn't that much, I'd eat the cost: "So how much are we talking extra here? $50? $100?" He said "Well, I'm not sure, but I think it's around $500." My eyes must have gone very wide (and not happy), because he quickly backpedaled: "But that's not with your educational discount!"
$500 for a stick of RAM? When the computer itself is only $679 or so? I don't THINK so. I quickly said "Oh, forget this. Can you cancel the order? I'll do it on the Apple Store site." He said, "Uh, sure. We can do that for you here and save you 1-2 days." At this point, I was just ready to get the heck out of this miasma of inept customer service. "No, that's okay, I can just order from home. Thanks anyway." Then we fled.
How annoying. Apple claims to try to make the in-store experience the same as the web site, but there's still things you just can't do unless you buy direct. Yet they don't actually point all of that out.
So, today, Apple lost a sale. Sure, they'll get it back tomorrow, or soon. But still, there are others who would have walked away and not come back. That such a thing could occur when Apple so desperately needs to leverage iPod sales to Mac sales is reprehensible. It was also disappointing; this is, in my opinion, the best computer out there right now for people. So why are they risking sales with such ineptitude at the retail level?