iPhone 7(+) Any support higher than senior advisor?

rtomyj

macrumors 6502a
Original poster
Sep 3, 2012
805
716
Don’t know if this is the correct place to post this. If not feel free to move it mods.

So my iPhone 7 was creaking whenever I pressed the home button. I take it to an Apple store and they ‘fix’ it. As I’m leaving I notice they didnt put in the bottom screws. I take it back they put in the screws. A couple days later I notice the water seal they replaced is poorly placed. The best I can describe is when someone over glues something and the glue oozes out. I make an appointment but the times they had didn’t fit my schedule. I later notice that the front camera is now foggy. Whenever I go to an AC room the front camera is unusable.

I make another appointment and they ask me what Apple store I wanted to go to. I pick one that isn’t the original that screwed up. I get there and wait an hour and a half. They overlooked me and then when I finally got to talk to someone they said I had to go to the original store. Doesn’t make sense. I didn’t take it to a 3rd party. It was an Apple store.

I contact support again. I ask for a manager. They get a very rude senior advisor. I get no help. Is there a way to talk to someone higher than that? This is very unfortunate and unfair support of a very expensive product.
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
33,975
34,974
Don’t know if this is the correct place to post this. If not feel free to move it mods.

So my iPhone 7 was creaking whenever I pressed the home button. I take it to an Apple store and they ‘fix’ it. As I’m leaving I notice they didnt put in the bottom screws. I take it back they put in the screws. A couple days later I notice the water seal they replaced is poorly placed. The best I can describe is when someone over glues something and the glue oozes out. I make an appointment but the times they had didn’t fit my schedule. I later notice that the front camera is now foggy. Whenever I go to an AC room the front camera is unusable.

I make another appointment and they ask me what Apple store I wanted to go to. I pick one that isn’t the original that screwed up. I get there and wait an hour and a half. They overlooked me and then when I finally got to talk to someone they said I had to go to the original store. Doesn’t make sense. I didn’t take it to a 3rd party. It was an Apple store.

I contact support again. I ask for a manager. They get a very rude senior advisor. I get no help. Is there a way to talk to someone higher than that? This is very unfortunate and unfair support of a very expensive product.
At the store level, there is nothing higher than a Senior advisor or manager. You would have to escalate it to customer service relations for a regional manager.
 
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borgranta

macrumors 6502
May 9, 2018
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You can Google Tim Cook's public email to complain. You can also file a complaint with the BBB.
 

rtomyj

macrumors 6502a
Original poster
Sep 3, 2012
805
716
At the store level, there is nothing higher than a Senior advisor or manager. You would have to escalate it to customer service relations for a regional manager.
Ok thank you. I’ll google the conctact info.
[doublepost=1528810339][/doublepost]
You can Google Tim Cook's public email to complain. You can also file a complaint with the BBB.
Will Tim reply? Seems like a busy dude.
 

Brandonjr36

macrumors 68000
Sep 12, 2016
1,621
556
Joplin
Ok thank you. I’ll google the conctact info.
[doublepost=1528810339][/doublepost]
Will Tim reply? Seems like a busy dude.
No he won’t. Just go back to the store that screwed it up and ask to speak to a manager there. They will probably take your phone and hand you a new one. Do a backup before you go.
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
33,975
34,974
Will Tim reply? Seems like a busy dude.
Cook has replied in the past to customers concerns via E-Mail. If you choose to email, even if he does not directly reply, he has a league of advisors that have access to his email and you would still receive a reply from someone at the corporate level.
 

rtomyj

macrumors 6502a
Original poster
Sep 3, 2012
805
716
No he won’t. Just go back to the store that screwed it up and ask to speak to a manager there. They will probably take your phone and hand you a new one. Do a backup before you go.
I don’t want a new phone. Just want them to fix the mess they caused. I also don’t wanna go to the same store. The amount of things they f’d up has made me want to avoid that store at all costs. How do you forget to put in screws??
[doublepost=1528866135][/doublepost]
Cook has replied in the past to customers concerns via E-Mail. If you choose to email, even if he does not directly reply, he has a league of advisors that have access to his email and you would still receive a reply from someone at the corporate level.
I emailed him, though I’m not holding my breath. I’d be humbled if I got a response though.
 

Brandonjr36

macrumors 68000
Sep 12, 2016
1,621
556
Joplin
I don’t want a new phone. Just want them to fix the mess they caused. I also don’t wanna go to the same store. The amount of things they f’d up has made me want to avoid that store at all costs. How do you forget to put in screws??
[doublepost=1528866135][/doublepost]
I emailed him, though I’m not holding my breath. I’d be humbled if I got a response though.
Well I mean if they give you a new phone why not take it? There’s no going back on them not putting the screws in it. You’re obviously not happy with that phone now. The screws being left out the fog under the camera. And the glue from the water resistance. Definitely be better off with a new one imo.
 

ACG12

macrumors 6502a
Jun 9, 2015
761
633
The service at Apple Stores has really nose dived. My go to location really rubbed the wrong way this past weekend when they were going to send my cracked screen iPad for more “testing” leaving me iPad less for a week. After arguing with them that that was unacceptable and I just had it swapped no issues same day 2 months prior, they finally agreed to let me hold onto it while they ordered a replacement (none in stock).
 

rtomyj

macrumors 6502a
Original poster
Sep 3, 2012
805
716
Well I mean if they give you a new phone why not take it? There’s no going back on them not putting the screws in it. You’re obviously not happy with that phone now. The screws being left out the fog under the camera. And the glue from the water resistance. Definitely be better off with a new one imo.
I just don’t want people to think all I want is a new phone.
I want 1) Get my phone fixed 2) not at the same store that screwed it up. I think both are reasonable but Apple support doesn’t think so.
[doublepost=1528903269][/doublepost]
The service at Apple Stores has really nose dived. My go to location really rubbed the wrong way this past weekend when they were going to send my cracked screen iPad for more “testing” leaving me iPad less for a week. After arguing with them that that was unacceptable and I just had it swapped no issues same day 2 months prior, they finally agreed to let me hold onto it while they ordered a replacement (none in stock).
The store that screwed me was my go to store to. Never really had a bad experience there till now. I’m definitely avoiding that store going forward.

I feel like they’re hiring a look VS qualified people. I feel you can teach techy people retail easier than retail people tech. These hipsters gotta go :D
 

ApfelKuchen

macrumors 68040
Aug 28, 2012
3,763
2,339
Between the coasts
There's a 90-day warranty on the repair. I'm not sure why they're telling you to return to the original store, though. The original repair is in Apple's database, they can review the repair history anywhere. It's true that when you want a financial solution (refund, replacement, etc.) the original store's management must deal with it, but in a case of poor quality control all you want is to have the job re-done correctly.

Personally, I would go back to the original store. They messed up, and I believe that when people mess up they deserve a chance to make things right. Otherwise, they never learn.

There are many people at each store, and while there are times when the entire staff is under pressure, under other circumstances you'll likely find people eager to give you the quality of service you should expect. If you calmly say, "Look, I just had this repaired, and the adhesive is oozing" they are going to recognize the problem and deal with it.

For a botched repair you shouldn't need a new appointment (although an appointment would promise you prompt attention). Choose a less-busy time to show up, like mid-morning or mid-afternoon on a weekday. If you arrive when the store is thronged with people on lunch break or headed home from work you're less likely to find the staff at its best.
 

Brandonjr36

macrumors 68000
Sep 12, 2016
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I just don’t want people to think all I want is a new phone.
I want 1) Get my phone fixed 2) not at the same store that screwed it up. I think both are reasonable but Apple support doesn’t think so.
[doublepost=1528903269][/doublepost]
The store that screwed me was my go to store to. Never really had a bad experience there till now. I’m definitely avoiding that store going forward.

I feel like they’re hiring a look VS qualified people. I feel you can teach techy people retail easier than retail people tech. These hipsters gotta go :D
Just cause you got a bad rep doesn’t mean all the rest of them are.
 

rtomyj

macrumors 6502a
Original poster
Sep 3, 2012
805
716
There's a 90-day warranty on the repair. I'm not sure why they're telling you to return to the original store, though. The original repair is in Apple's database, they can review the repair history anywhere. It's true that when you want a financial solution (refund, replacement, etc.) the original store's management must deal with it, but in a case of poor quality control all you want is to have the job re-done correctly.

Personally, I would go back to the original store. They messed up, and I believe that when people mess up they deserve a chance to make things right. Otherwise, they never learn.

There are many people at each store, and while there are times when the entire staff is under pressure, under other circumstances you'll likely find people eager to give you the quality of service you should expect. If you calmly say, "Look, I just had this repaired, and the adhesive is oozing" they are going to recognize the problem and deal with it.

For a botched repair you shouldn't need a new appointment (although an appointment would promise you prompt attention). Choose a less-busy time to show up, like mid-morning or mid-afternoon on a weekday. If you arrive when the store is thronged with people on lunch break or headed home from work you're less likely to find the staff at its best.
A little update. My phones home button stopped working. Touch ID still worked though (yes this is an iPhone 7). I took your advise. I didn’t have time to set an appointment and walked in and immediately asked for a manager. He looked at the phone and within minutes said he was replacing it with a new one. It wasn’t busy when I went. It kinda restored my faith in the store. They were as prompt as they could be. Thanks for the help, man.
[doublepost=1528951320][/doublepost]
Just cause you got a bad rep doesn’t mean all the rest of them are.
Oh I know I was just being funny :p. I do however think more techs people should be employed at Apple though.
 
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majkom

macrumors 65816
May 3, 2011
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742
And now imagine that you are living in the country without any apple store, only online store and apple resellers, that is one hell of a experience when sthing goes wrong:(
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
33,975
34,974
I do however think more techs people should be employed at Apple though.
I think it varies by store. Some stores seem to have really experienced techs who know what they’re talking about when it comes to the hardware and software, and reading through these forums, there are some really bad experiences where some Apple techs honestly don’t know what they’re talking about in terms of finding the proper solution for either a hardware issue, customer concern, etc.
 

FeliApple

macrumors 65816
Apr 8, 2015
1,347
493
And now imagine that you are living in the country without any apple store, only online store and apple resellers, that is one hell of a experience when sthing goes wrong:(
This is so annoying. I had 10 days of warranty left on a failed 7+ (due to not being able to exchange it earlier for this very reason). Apple refused to exchange it and demanded 10 days. It was on a trip, and we didn't have the time. End result: Still with the broken phone and no warranty left.
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
33,975
34,974
This is so annoying. I had 10 days of warranty left on a failed 7+ (due to not being able to exchange it earlier for this very reason). Apple refused to exchange it and demanded 10 days. It was on a trip, and we didn't have the time. End result: Still with the broken phone and no warranty left.
Perhaps elaborate to others why Apple refused to exchange it if you had a remaining warranty.
 

FeliApple

macrumors 65816
Apr 8, 2015
1,347
493
Perhaps elaborate to others why Apple refused to exchange it if you had a remaining warranty.
They did not give a reason, just that they had to "perform tests". I'm assuming they had to check if the phone was tampered with. (I guess, if the warranty wasn't voided by self-repairs or something like that). Fine, but they knew two things: I didn't have the time and I'd lose the warranty, and I had documented tens of support complaints. They had everything. They knew everything. Ok, I might have tampered with the phone (I did NOT, but there was a possibility). But I complained from the first minute I received the phone. Spent hours with support. And they knew it... They knew I was out of options. They knew I was out of time. That's my complaint, really. That they didn't take my special case into consideration. Because they knew I was out of time and options.
You can argue they didn't have to take it into consideration, and you are right. I feel like they should have. In the end, they sold me a broken phone. It's not my fault if my country is awful - or it is, but I went with some warranty left. I wasn't asking for anything impossible. I didn't go with a four-year old phone demanding a free exchange...
 

Brandonjr36

macrumors 68000
Sep 12, 2016
1,621
556
Joplin
A little update. My phones home button stopped working. Touch ID still worked though (yes this is an iPhone 7). I took your advise. I didn’t have time to set an appointment and walked in and immediately asked for a manager. He looked at the phone and within minutes said he was replacing it with a new one. It wasn’t busy when I went. It kinda restored my faith in the store. They were as prompt as they could be. Thanks for the help, man.
[doublepost=1528951320][/doublepost]
Oh I know I was just being funny :p. I do however think more techs people should be employed at Apple though.
See I told you man. Give it another shot and you got a brand new phone. Hope everything works out for you.
 
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rtomyj

macrumors 6502a
Original poster
Sep 3, 2012
805
716
See I told you man. Give it another shot and you got a brand new phone. Hope everything works out for you.
Yea thanks man! I was really pissed off is all.
[doublepost=1529079868][/doublepost]
I think it varies by store. Some stores seem to have really experienced techs who know what they’re talking about when it comes to the hardware and software, and reading through these forums, there are some really bad experiences where some Apple techs honestly don’t know what they’re talking about in terms of finding the proper solution for either a hardware issue, customer concern, etc.
The thing is, i live near about 5 Apple stores. I got to two frequently. I never talke to someone who is knowledgeable about the products they sell. It might have corrupted my view of the overall staff population.
[doublepost=1529079952][/doublepost]
And now imagine that you are living in the country without any apple store, only online store and apple resellers, that is one hell of a experience when sthing goes wrong:(
Wow man I can’t imagine. If your phone, Mac, iPad are your ways to do work I can’t see this being viable.
 
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