Let me start by saying I have been an Apple fan since I was a kid. My first Apple was the Performa 600. I've since poured money into Apple left and right. Apple TV's, Computers, iPods, etc etc. Always recommend the Apple to friends and family. I currently own a few different generations and models of iPod's, 2 G5 towers, an iBook, 2 Apple TV's, and a MacBook Pro.
With that said I have never been disappointed with Apple's customer service... until today. I bought an iPod Touch 2G 32gb last week. Very happy with it. However it had a major problem. It would randomly power itself down. I could be watching a movie, playing a game, or listening to music. It would just shut down and I would have to power it back up and watch it boot back up. Sometimes I would go to use it and it would be powered down.
Being an IT guy I did my own troubleshooting starting with restoring the iPod back to factory setting with the latest firmware. It still did randomly powered down without even have been synced with iTunes. Sometimes after it would power off it wouldn't even power back on until I hit the button a few times. I also tried loading the firmware from a different Mac. Same issue. Obviously there was something wrong with it and I wanted it to be replaced. So I went to my local Apple Store and was told since they can't replicate the issue I have 2 options... set up an appointment so a "Genius" tech and witness the issue or return it and pay the 10% restocking fee. After stating the troubleshooting steps I took to diagnose the issue this fellow still insisted it was a problem with software on my PC. Asking if I was using Windows or an older version of iTunes. I responded by telling him exactly what I did... tried two separated computers to restore the iPod to factory settings and without loading anything on the iPod the issue would still occur. He repeatedly insulted my intelliegence by making statements such as "Sir you realize there are no moving parts so this must be a software problem", "Are you sure you aren't powering it down?", and "We don't store the parts here so you'll need to wait for a replacement". After this humor filled conversation went on for 10 minutes I insisted to speak with a manager.
I explained to the manager that I understood the policy but since this was such a random problem I don't have the time to stand around with a "Genius" and wait for it to occur. I just purchased the darn thing for $400 and I should have to take the time out of my schedule to wait for there "approval" of a problem???? He explained they could set up a time around my work schedule. I again insisted for a replacement. After this went on for another 10 minutes I was getting extremely frustrated. I started explaining how I've never had an issue like this with getting a simple product replacement a few days after a purchase with any company. I was very disheartened. I tried another angle...I have multiple Apple products and by pure customer service standards they should replace the iPod to make the customer happy. He then went into explaining they would have to order a replacement. I asked do you not have them in stock? He responded they do but this would be unique. Unique? You sold me a defective product!! Not to mention he asked me 5 or so times why I didn't call Applecare.
Finally he agreed to replace it. However if they replaced it I would not be able to return it. It would lock managers out from doing so if I came back. I turned to my wife and she shook her head in agreement no. That was not acceptable. So by the chance this iPod is faulty I can't return it? I then asked if I could please return it without the restocking fee. He finally agreed and gave me my money back.
What the hell???????????? What happened to there policy with iPods? I remember buying an iPod 5G 2 years ago and bringing it back 2 weeks later to get it replaced on the spot. I didn't have to show them the problem. Just replace the darn thing! I'm so frustrated....I bought apps and a case.
I think I might purchase one of Amazon. At least there return policy is better.
How disappointing........... Apple has definitely lost touch with there customers. I feel let down... I have brought so much business to Apple and to be treated like an idiot and thief is beyond words.
With that said I have never been disappointed with Apple's customer service... until today. I bought an iPod Touch 2G 32gb last week. Very happy with it. However it had a major problem. It would randomly power itself down. I could be watching a movie, playing a game, or listening to music. It would just shut down and I would have to power it back up and watch it boot back up. Sometimes I would go to use it and it would be powered down.
Being an IT guy I did my own troubleshooting starting with restoring the iPod back to factory setting with the latest firmware. It still did randomly powered down without even have been synced with iTunes. Sometimes after it would power off it wouldn't even power back on until I hit the button a few times. I also tried loading the firmware from a different Mac. Same issue. Obviously there was something wrong with it and I wanted it to be replaced. So I went to my local Apple Store and was told since they can't replicate the issue I have 2 options... set up an appointment so a "Genius" tech and witness the issue or return it and pay the 10% restocking fee. After stating the troubleshooting steps I took to diagnose the issue this fellow still insisted it was a problem with software on my PC. Asking if I was using Windows or an older version of iTunes. I responded by telling him exactly what I did... tried two separated computers to restore the iPod to factory settings and without loading anything on the iPod the issue would still occur. He repeatedly insulted my intelliegence by making statements such as "Sir you realize there are no moving parts so this must be a software problem", "Are you sure you aren't powering it down?", and "We don't store the parts here so you'll need to wait for a replacement". After this humor filled conversation went on for 10 minutes I insisted to speak with a manager.
I explained to the manager that I understood the policy but since this was such a random problem I don't have the time to stand around with a "Genius" and wait for it to occur. I just purchased the darn thing for $400 and I should have to take the time out of my schedule to wait for there "approval" of a problem???? He explained they could set up a time around my work schedule. I again insisted for a replacement. After this went on for another 10 minutes I was getting extremely frustrated. I started explaining how I've never had an issue like this with getting a simple product replacement a few days after a purchase with any company. I was very disheartened. I tried another angle...I have multiple Apple products and by pure customer service standards they should replace the iPod to make the customer happy. He then went into explaining they would have to order a replacement. I asked do you not have them in stock? He responded they do but this would be unique. Unique? You sold me a defective product!! Not to mention he asked me 5 or so times why I didn't call Applecare.
Finally he agreed to replace it. However if they replaced it I would not be able to return it. It would lock managers out from doing so if I came back. I turned to my wife and she shook her head in agreement no. That was not acceptable. So by the chance this iPod is faulty I can't return it? I then asked if I could please return it without the restocking fee. He finally agreed and gave me my money back.
What the hell???????????? What happened to there policy with iPods? I remember buying an iPod 5G 2 years ago and bringing it back 2 weeks later to get it replaced on the spot. I didn't have to show them the problem. Just replace the darn thing! I'm so frustrated....I bought apps and a case.
I think I might purchase one of Amazon. At least there return policy is better.
How disappointing........... Apple has definitely lost touch with there customers. I feel let down... I have brought so much business to Apple and to be treated like an idiot and thief is beyond words.
