A very bad day for my Series 4

[stanza.richi]

After some days, the Apple Executive Contact call me and says that after some examination they find out that someone at online support made some mistake with my procedure. She apologize for what happened and she said that they provided to improve employee knowledge about this kind of problem. And, in the end, she offer me 60 € of discount for my recent purchase (iPhone 12 mini).

 

[Apple_Robert]

After some days, the Apple Executive Contact call me and says that after some examination they find out that someone at online support made some mistake with my procedure. She apologize for what happened and she said that they provided to improve employee knowledge about this kind of problem. And, in the end, she offer me 60 € of discount for my recent purchase (iPhone 12 mini).

That is the kind of customer service I am used to with Apple. Glad to see the Tim Cook's office did the right thing for you.

 

[lelisa13p]

Congratulations! That's very good to hear.

 

[uciica]

Did u get the ss aw4 or aw6???

 

[stanza.richi]

Did u get the ss aw4 or aw6???

SS AW 4

 

[Td1970]

Today, again an email with an estimate of 343.44€ + tax. 🤬 I have to admit that in this moment I want to sell all my apple device. I’m feeling joked and cheated by apple support.

When it’s out of warranty. Apple is like all the rest. Good luck.

 

[Td1970]

Finally after more than one month, substitution approved!! 🎉

Awesome and I’m sorry about your recent experience with Apple. It’s absolutely unacceptable, especially you have purchased AC+. All the best and hopefully they can offer you a good compensation for the trouble.

My thoughts exactly. After that runaround. They should upgrade him to a SE for FREE.

Poor showing Apple

 

[Td1970]

The Executive Relations Department is excellent in situations like this. I have never been let down when I had to contact them.

I’m mean this really does look bad for Apple. They always play the support card Can’t have this kind of experience affect future AC+ purchases.

 

[Apple_Robert]

I’m mean this really does look bad for Apple. They always play the support card Can’t have this kind of experience affect future AC+ purchases.

In my experience, and from observing through the third party window of other members here, Apple gets it right most of the time. And you are right, it doesn't look good when Tim's office has to get involved. However, I am thankful that Apple does its best to make sure the customer experience is as it should be, for those who have had a bad experience with their local store, or remote support staff.

 

[stanza.richi]

When it’s out of warranty. Apple is like all the rest. Good luck.

It was not out of warranty. It was a 2 months new AW with AC+.

 

[Td1970]

It was not out of warranty. It was a 2 months new AW with AC+.

My mistake. Glad Apple did you right

 

[nattK]

My thoughts exactly. After that runaround. They should upgrade him to a SE for FREE.

Poor showing Apple

An SE would actually be a downgrade for OP. The SE has an aluminum body vs OP's SS S4 and it doesn't have ECG. They should have upgraded OP to a S5 or S6 instead.