Nice. I’m happy for you.Ended up sending that email to the Tim Cook address on Friday.
Just got a call from a member of the Executive Relations Team this afternoon. They said that they reviewed the case and Identified several errors that were made.
1. The way the replacement device request was made had been incorrect in their system
2. The numerous attempt to request for a refund had been done with incorrect info each time in their system as well
3. When she reviewed images of the phone at the repair centre, the whole screen was actually cracked.
She was very polite and apologetic for the errors (#1 and #2) that were made and the length of time this has taken to try to get a resolution ( 3 weeks now). She informed me that she had already processed the request for a refund for the $ 1,762.04.
I thanked her and also assured her that the phone I sent in did not have any scratch, let alone a cracked screen (understanding that I had no way to prove this). She was very understanding and said that she would try to process a refund for the $ 830.70 as well due to the overall inconvenience and bad customer experience.
I think in the end, this was the better route to go then waiting for the calls with the Senior Advisor. Ive heard of people emailing the Tim Cook address with no response in the past. I think it seems to depend on the severity of the issue and wether there were in fact errors made. If its a big issue or blatant errors were made it seems that you should expect a response.
I will wait to get the final refund, but if it all goes through I will be glad that Apple has taken the appropriate steps to maintain customer satisfaction and rectify their error.
Thank you guys all for your input and advice on this matter thus far.
Although just getting the $1.7k+ back might seem great right now, the only acceptable outcome is your getting all of it back. As someone referenced earlier, we have the Magnusson-Moss act in the USA - obviously, Apple is based here - and you are still within the one year warranty period.
Finally, with the more recent revelation of the shattered screen, and the time this whole episode has taken, they should be giving you a nice gift too, like a silicone case.