My horrible customer service at the Genius Bar.

[The Californian]

First of all just to provide some context, I'm 25 years old, I have multiple Mac computers and laptops and iPods all of which i've purchased for myself (excluding my 32GB iPod Touch my girlfriend got me for our Anniversary). I have always had a good relationship with the Genius' at the Apple store and before my iPhone I had only been in there maybe twice in the past several years (once for an iPod charging issue and another for the battery on my MBP).

::ENTER iPhone::

I purchased a refurb iPhone 3G on a new contract with AT&T. When I got it I kept dropping calls in random areas while my girlfriend on a Blackberry Pearl that had been dropped a few thousand times got great signal. I went to the Apple Store and was told it was a software issue and to try a restore, I advised that I live an hour away and that I have restored several times. I was again told to restore and come back in a week if the problem persisted. I drove all the way home and restored and still had the problem. A week later I returned and was given the run around about it and told that I shouldn't worry about it. I explained that I had already spent about $60 in fuel alone just to get out there and that I wasn't going to spend more, finally I got it replaced.

About a month later my iPhone casing started developing cracks in the plastic housing, at first I didn't care cause really ... It's a phone, as long as the phone works ... I'm happy. Then it started cutting my face with the cracks, I went back. Mind you, I had NEVER dropped this phone and I had babied it. I was given the run around again and told that it was probably something that I did do it and there was nothing they could do about it. I showed them the cuts on my face and said "I have really come to expect much more from Apple, your product is hurting me ... I don't enjoy that". After talking to a manager I was given a replacement.

As soon as I got home I laid down in bed and hit the home button I noticed a huge light leak, I've seen a bunch of threads on here about light leaks and all of the photos I've seen can't even begin to do justice for the one I had. I brushed it off and ignored it. I noticed some dust getting under the screen so I went unto the Apple Store. I explained the situation to the Genius and was told that the problems were "within spec" and they couldn't do anything about it. I persisted, politely and was still turned away. After a couple of weeks the dust had gotten pretty ridiculous I returned and was turned away again but insisted on speaking to a manager, and after about 30 minutes with the manager I was offered a "Screen Replacement" and I told him that it would probably just end up with dust again, but he said that was all her would do. So I went with it.

About a month later I was developing a nice little dust collection and I returned, and was told again to deal with it. (When I said I was told to deal with it, I was literally told to deal with it). I left and called AppleCare where I was told this was unacceptable and they would arrange for a replacement immediately, two days later I had a replacement. As soon as I got it I checked it all out and it had the light leak as well, I pointed it out to the Genius and was told that it was "within spec". I told him that I really couldn't care less about the light leak, I just didn't want more dust ... I do live in the desert. I was told "I doubt you'll get dust under that screen, but if you do come back and we'll take care of it".

Last week I noticed dust under the screen again. I happened to be by the Apple Store so I dropped in and was told that my issue was "petty" and that they can't do anything for me. Due to my previous experiences I decided to go directly to Apple Care and not pursue it in the store.

Today I received incredible customer service through AppleCare but I am going to have to go back to the store to get my replacement.

I am always polite, never raise my voice and while I will be persistent and always have believed that you can attract flies with honey and poop ... I'd prefer to be the honey.

I'm starting to believe that the Genius' are just tired of iPhone customers, and that they think most of them are full of crap. I wonder what kind of similar ( or completely contrary ) experiences others have had. Cause I would really like to believe that I have received fluke service and Apple is still holding themselves to the same high standards of customer service in the sore ... even with the iPhone.

Thanks for bearing with the incredibly long read.

- Eric

 

[DeusInvictus7]

Have you always gone to the same Apple Store? I have found that certain stores tend to treat customers differently, whether it be the Genius Bar or even the Specialists...for example, when I used to live in California, the two Apple Stores near me were totally different in atmosphere, and I preferred to only go to one of them because they offered much nicer customer service than the other store. It's the same in Toronto too.

So if I were you, I would try a different Apple Store next time you have a problem (knock on wood). If you do not have one near you, like you said, at least you have been giving good customer service through AppleCare over the phone.

 

[Que]

way too much to read without falling asleep.....

can someone sum that up for me in a paragraph or two?

 

[fireshot91]

Wow. That is a horrible experience.
I'd email sjobs@apple.com (Steve Jobs...err, it's said to be Steve Jobs), and you'll most likely get help from 'him'.

 

[daonesteven]

don't mean to accuse you of being anal or anything, but can you happen to describe how much "dust" accumulated under your screen and how noticeable these were? I have a light leak that literally runs half of the left border if my glass screen and I really don't seem to notice dust or any at all under my screen. Like I guess what I'm trying to say is, do you think any other normal people would have thought this was an issue enough to bring to the genius bar? just curious and can never be too sure on these forums.

 

[fireshot91]

way too much to read without falling asleep.....

can someone sum that up for me in a paragraph or two?

He went to the Apple store once for no service, told to come home, and restore. Did that, barely any service continued, he went back, they replaced it (After much arguing). He had a light leak/dust, they replaced it (After much arguing), he went back for cracks in the case that were cutting his face , he showed the cuts, didn't get jack. Called Apple Care, they took care of him.


(Sorry, I know it didn't happen in that order, but I don't want to read it again )

 

[Que]

He went to the Apple store once for no service, told to come home, and restore. Did that, barely any service continued, he went back, they replaced it (After much arguing). He had a light leak/dust, they replaced it (After much arguing), he went back for cracks in the case that were cutting his face , he showed the cuts, didn't get jack. Called Apple Care, they took care of him.


(Sorry, I know it didn't happen in that order, but I don't want to read it again )

excellent, thanks

 

[D1G1T4L]

I lost count......how many 3G's have you been through?

Goodluck on getting that perfect phone.

 

[The Californian]

don't mean to accuse you of being anal or anything, but can you happen to describe how much "dust" accumulated under your screen and how noticeable these were? I have a light leak that literally runs half of the left border if my glass screen and I really don't seem to notice dust or any at all under my screen. Like I guess what I'm trying to say is, do you think any other normal people would have thought this was an issue enough to bring to the genius bar? just curious and can never be too sure on these forums.

Honestly, I didn't even notice it ... a friend did. Like I said I do live in the desert part of California so it does get dusty, but it's not like I put my phone in piles of dirt or anything. Ultimately, I didn't care when my friend first pointed out the dust, but as some more accumulated it became really distracting which is when I brought it in. That's the funny thing, cause I always see these super anal people on here and get so annoyed by them ... maybe that's what makes the Genius' so short with people when they have legitimate problems?

I lost count......how many 3G's have you been through?

Goodluck on getting that perfect phone.

I'm on my fourth, and it's not like I want perfect ... I just want a phone that works properly and doesn't have manufacturer defects ... Is that too much to ask?

 

[Vegastouch]

don't mean to accuse you of being anal or anything, but can you happen to describe how much "dust" accumulated under your screen and how noticeable these were? I have a light leak that literally runs half of the left border if my glass screen and I really don't seem to notice dust or any at all under my screen. Like I guess what I'm trying to say is, do you think any other normal people would have thought this was an issue enough to bring to the genius bar? just curious and can never be too sure on these forums.

Oh Please....thespaz took his back 6 times because of light leakage and the buttons werent flush enough for him...lol

 

[D1G1T4L]

I'm on my fourth, and it's not like I want perfect ... I just want a phone that works properly and doesn't have manufacturer defects ... Is that too much to ask?

Nope.......goodluck! Not sure I would have the patience.

 

[Vegastouch]

Nope.......goodluck! Not sure I would have the patience.

I have only had a 2G and ive never had any defective problems. Still on the same one for a year now. I will never sell this even if i upgrade someday but Apple will have to make a more solid unit before i do. For one thing i love how this one IS solid with the alluminum back and can be hacked every which way with no worries of baseband updates and such.

Only thing is the alluminum is slippery as hell so i have to have a case on it for a better grip.

 

[sal]

as mentioned by somebody else, go to another apple store if you can, or just deal with applecare directly on the phone.

 

[TMar]

don't mean to accuse you of being anal or anything, but can you happen to describe how much "dust" accumulated under your screen and how noticeable these were? I have a light leak that literally runs half of the left border if my glass screen and I really don't seem to notice dust or any at all under my screen. Like I guess what I'm trying to say is, do you think any other normal people would have thought this was an issue enough to bring to the genius bar? just curious and can never be too sure on these forums.

I can't speak for the OP but I have a dust problem too. It's very noticeable in bright sunlight (I have white dist the is very reflective in bright sunlight), or when you have a white/gray screen color in low light. It's very annoying because if your watching a video you eye is always dragged to that location.

 

[Surely]

Honestly, I didn't even notice it ... a friend did. Like I said I do live in the desert part of California so it does get dusty, but it's not like I put my phone in piles of dirt or anything. Ultimately, I didn't care when my friend first pointed out the dust, but as some more accumulated it became really distracting which is when I brought it in. That's the funny thing, cause I always see these super anal people on here and get so annoyed by them ... maybe that's what makes the Genius' so short with people when they have legitimate problems?



I'm on my fourth, and it's not like I want perfect ... I just want a phone that works properly and doesn't have manufacturer defects ... Is that too much to ask?

It's not too much to ask. You're spending a lot of money, you should get a quality product in return.

I agree with your theory- I bet the Genius Bar gets so many crazy anal iPhone complaints that they've become jaded and defensive when it comes to replacing iPhones. Your reasons are far from anal IMO.

I have only had a 2G and ive never had any defective problems. Still on the same one for a year now. I will never sell this even if i upgrade someday but Apple will have to make a more solid unit before i do. For one thing i love how this one IS solid with the alluminum back and can be hacked every which way with no worries of baseband updates and such.

Only thing is the alluminum is slippery as hell so i have to have a case on it for a better grip.

I had a 2G before upgrading to my 3GS. When I had the 2G, I felt the same way as you- that the build quality of the 2G is far superior to the 3G.

But I must say, the 3GS' build quality is really excellent. The bezel is totally flush with the plastic casing. The SIM card drawer is flush with the casing. The screen is perfectly centered, there are no light leaks, the silent toggle, volume controls, and power button are nice and tight. It was manufactured as perfectly as you can get.

I really thought I was making a trade-off between performance/speed and build quality. But there was no trade-off. I am very impressed with the 3GS.

 

[mcdj]

your product is hurting me ... I don't enjoy that

I LOL'd.

 

[Vegastouch]

It's not too much to ask. You're spending a lot of money, you should get a quality product in return.

I agree with your theory- I bet the Genius Bar gets so many crazy anal iPhone complaints that they've become jaded and defensive when it comes to replacing iPhones. Your reasons are far from anal IMO.



I had a 2G before upgrading to my 3GS. When I had the 2G, I felt the same way as you- that the build quality of the 2G is far superior to the 3G.

But I must say, the 3GS' build quality is really excellent. The bezel is totally flush with the plastic casing. The SIM card drawer is flush with the casing. The screen is perfectly centered, there are no light leaks, the silent toggle, volume controls, and power button are nice and tight. It was manufactured as perfectly as you can get.

I really thought I was making a trade-off between performance/speed and build quality. But there was no trade-off. I am very impressed with the 3GS.

Well there are posters right above us saying they have light leaks and cracks already forming. The 3GS is built no better than the 3G. Physically, It is the same phone with faster a faster processor, louder speakers and a new OS.

 

[drew68]

I myself would expect a perfect phone in return.

 

[Surely]

Well there are posters right above us saying they have light leaks and cracks already forming. The 3GS is built no better than the 3G. Physically, It is the same phone with faster a faster processor, louder speakers and a new OS.

Oh, I understand that. However, my iPhone is built very well. Lucky I guess?

There are apt to be some iPhones built that are not quite up to par. It's hard to tell if the number of sub-quality iPhones are within acceptable levels or if it's higher than it should be- people on these boards tend to complain more than praise.

It seems like these issues are happening more with the white iPhone than with the black ones. Maybe I just chose the right color?

 

[DHarrisDBS34]

It seems to vary based on the store like people have said. The store closest to me, maybe a 15-20 minute drive, is great for customer service. I've never had a problem. Just the other day I brought my Macbook to be looked at and he tried the basic things the Applecare guy told me to try and when that didn't work he said he'd take it in the back and look at it and that I should get a call in a day or two. Low and behold, about 7PM the next day I get a call that told me to drop by and pick it up. My Macbook works perfectly and not only that but he replaced my entire keboard and fixed the sealing around it. Couldn't be nicer.

So I've had great service, it's too bad every store can't be so great. That happens with every chain of stores though. There are some great stores in a chain, some awful ones.

 

[Sun Baked]

I see you went to a genius bar, where the bar for the geniuses was as low as one in a limbo dance.

 

[psymac]

My wonderful customer service at the Genius Bar.

My iPhone was acting wacky for the past week with strange artifacts on the screen and losing activation and needing to be restored. After the 5th restore it showed that I had a bad sim, but it did the same thing with another sim. Lucky to still have the one year warranty good until 7/10.

So, this evening I showed up at the Apple Store (Tampa International Plaza) and did a standby Genius Bar appointment. 20 minutes later had a brand new (well, probably refurbished) iPhone!

The Genius said he didn't know what the restore problem was, but did say the screen issue was probably due to rough handling (showing very expertly the hairline cracks in the body and mental benzyl/frame separation). He advised not putting it my back pocket or sitting on it, LOL, and also to maybe get a hard rather than a soft case. He said no problem though, we will just swap it out and give you a new one.

Another reason, among many, that I'm a lifetime Apple addict.
Go Apple!

 

[spaceboots06]

+1

First iPhone I was told that five dead pixels was not a big deal and that I shouldn't worry about it. I stormed out of there.

 

[tayshon]

Another reason, among many, that I'm a lifetime Apple addict.
Go Apple!

Every time I go to Apple Genius Bar, I never have a problem. My 1st Gen I never had a problem, 2nd Gen I had a couple problems were I called, they sent me a new iPhone (refrub) out within a couple of days, and once I had to take it to the Genius Bar and they replaced it without question. I hope they keep up the good work. I only go to one Apple Store really, even though I have a couple around me.

 

[SFStateStudent]

Congrats OP, you like everyone of us, deserves to receive what we pay for...