Louis Rossman is famous because he’s bloody good. Not many people are as good as he is.
How many Rossman’s would Apple need to employ? Where do they come from? Does Rossman want to work at Apple Doncaster, the store in the mall 20kms out of central Melbourne here in Australia? Didn’t think so.
If you’ve been in a store recently you know what it’s like. It’s madness in there. They must see a hundred people an hour, from people like us who know exactly what we want, to the elderly lady opposite me last time who was being taught, patiently, that it’s okay now to charge her phone overnight.
I’ve worked in support, I’ve done my time there, and the volume of support they must field boggles the mind. It’s very easy to criticise, especially a case like this, but think about it. How would you run it? You gonna employ 10,000 Rossmans and have them all out the back inspecting pins? It’s just not realistic.
As others have said here, the fact that you can walk in to a store* and have your thing fixed, often while you wait, often for free, is amazing. I think it’s amazing. It’s one of the many reasons I continue to buy Apple kit, despite cases like this one. Because what’s my better option? I don’t believe that I have one, because I don’t live within walking distance of Louis Rossman.
(*After making an appointment 3 days before.)