According to blogger Louis Rossmann, Apple Store employees in the US have been activating auto-renewing subscriptions for customers without their explicit consent. Staff members used company devices to access customer profiles, including purchase history and existing service subscriptions, to offer promotions.
The process involved scanning a QR code for a personalized shopping experience. If a customer agreed, employees could present subscription offers with 'Agree' and 'Decline' buttons. If the customer accepted, the system automatically charged the default payment method linked to their Apple ID.
Employees were reportedly under pressure to meet a 'service attachment rate' KPI, with some stores setting a target of 40%. This meant that for every 10 devices sold, staff were expected to sign up at least 4 customers for additional services. Some employees allegedly misrepresented these trials as gifts.
Apple reportedly cancelled this specific KPI early last week, stating it was less relevant during the holiday shopping season. Following the reports, the company issued an internal memo reminding staff to prioritize customer privacy and ensure full transparency regarding service trials and account sign-ups.
