Apple Support Called Me...

Discussion in 'iPhone Accessories' started by MathersMahmood, Dec 22, 2016.

  1. MathersMahmood macrumors 6502

    MathersMahmood

    Joined:
    Sep 5, 2016
    Location:
    England
    #1
    Apple support gave me a call just now. I was on the phone to them yesterday stating my issues that i was having with my AirPods build quality and charging. Originally the support person and i agreed that when Apple have more stock I would just go in and get them replaced and i was happy with that.

    But now the lady on the phone just rang me stating she would like me to send them back to Apple in Ireland so that the engineers can take a look at them and assess them and send me a new pair if they cannot repair them. I agreed to this and agreed to get them collected.

    And Apple gave me their account number and instructions on what to do next. And now the courier is coming to collect it from me right now instead of me waiting until tomorrow and they should be with the Apple engineers by tomorrow and i should have my replacement AirPods in no time.

    Just thought i'd share my positive customer service experience and how Apple, as always, went to great lengths to ensure that I am pleased with my purchase and are quick to deal with my issues.

    This is why I stay with Apple. The customer service cannot be beaten in my opinion.

    MM

    :apple:
    --- Post Merged, Dec 22, 2016 ---
    And they've just come and taken them off me. All in under 2 hours.
     
  2. bizack macrumors 6502

    Joined:
    Apr 21, 2009
    #2
    So you sent
    So you sent them off without getting a replacement first? Why would you do that?
     
  3. daijholt macrumors 6502a

    daijholt

    Joined:
    Jun 14, 2013
    Location:
    Wales, UK
    #3
    This is generally how it works. They'll only send a pair first if you're prepared to let them put a hold on the full value in your account, in case you try to pull a fast one and don't send the old ones back.
     
  4. ApplePersonFreak macrumors 6502

    Joined:
    Sep 23, 2016
    #4
    Why do express replacement for an accessory? It's not like your phone where you absolutely can't be without it for a day or two.
     
  5. bizack macrumors 6502

    Joined:
    Apr 21, 2009
    #5
    With any Apple product I've had problems with I either A) found a replacement for in-store pickup and returned the defective product (I'm not having something torn apart and fixed within the 14 day return period) or B) had them put a hold on my credit card.

    Have no idea why you'd want a 'fixed' pair of AirPods. These things are glued together and not serviceable. I would've just gone to the Apple Store, showed the problem/issue and picked up a new pair. It's not like they're doing you a favor by 'collecting them' early. You've essentially paid for a product that you no longer have while you wait for Apple to return a 'fixed' or new pair to you. Makes no sense.
     
  6. willzyx macrumors member

    Joined:
    Dec 21, 2016
    #6
    You submitted your purchase under factory warranty for their "engineers" to look at them. Any reputable company can and will do that. Why you sent them out instead of just replacing them in store is what I don't understand. Why go through all that, when you can just replace them? I don't know about return policy where you are at, but I assume Apple's return policy is the same everywhere.
     
  7. JohnnyGo macrumors 6502a

    Joined:
    Sep 9, 2009
    #7
    @MathersMahmood I am with you all the way. Apple has excellent customer service bar none.

    No matter which country you are from they always exceed expectations. Since the days of my Apple IIc (my first Apple) to the last iPhone 7, never had a complaint that went unanswered.

    Usually Apple resolves the issue beyond my level of satisfaction, reaching the level of "delight" as in your post.

    Thanks for sharing
     
  8. Brookzy macrumors 68040

    Brookzy

    Joined:
    May 30, 2010
    Location:
    UK
    #8
    In case you haven't noticed, nowhere has stock.

    Doing what OP did will mean he gets sent a new pair the next day. It's hard for Apple to differentiate between unlucky people who get faulty units (and deserve a replacement ASAP) and dithering old idiots who can't read the instructions (and don't deserve a replacement at all). Hence this process to ration the express replacements.
     
  9. MathersMahmood thread starter macrumors 6502

    MathersMahmood

    Joined:
    Sep 5, 2016
    Location:
    England
    #9
    Exactly this. I know everyone is asking me why I did this and why I didn't just go to the Apple Store and get a replacement and now I am productless but I don't know why people are saying that as they should know everywhere is essentially out of stock and my replacement will come in a matter of days where the stores are likely to be out of stock for weeks! This way I get my replacement a lot quicker which I am happy with.

    And to previous comments saying any company would do this I disagree 100%. No company has looked after me in the way Apple does and that's a fact. I've never got the level of support I have had from apple with anyone else. Not even Amazon and they're fantastic.
    --- Post Merged, Dec 22, 2016 ---
    Thank you. I agree. They really do have excellent service.
    --- Post Merged, Dec 22, 2016 ---
    Makes perfect sense. I get my replacement within days where as I have to wait weeks to over a month and possible more as there is low stock and my local Apple Store will not get them until next year. And Apple have said they are going to replace it with a brand new sealed pair.
     

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