Apples customer service may just have lost them a customer.

Discussion in 'Apple, Inc and Tech Industry' started by theautopilot, Nov 7, 2014.

  1. theautopilot macrumors 6502a

    theautopilot

    Joined:
    Jul 27, 2010
    #1
    I thought Apple's customer service was highly rated. So I am really shocked by the treatment I have received today, especially after spending literally thousands on their products over the last few years.

    I sent my ipad air in for repair last week and they quickly said they would replace it. They then dispatched a replacement with UPS. So far so good.

    After about a week of looking at the UPS tracking page and seeing my ipad go exactly nowhere, I called them and they said it was lost. No problem I thought, these things happen, I will just call Apple who I am sure with get a replacement to me and sort this out.

    Only Apple won't. They insist that they must launch an 'investigation' before one is sent. This could take some time. In fact, it could take a few weeks.

    I find this annoying and strange. In all my years of buying online, and working in retail myself once, I have never seen this. If there is a problem, it's clearly a problem between UPS and Apple. Why make it a problem for the customer? The wait for this 'investigation' is completely arbitrary, it would make no difference to send me one and recover the lost one if possible. If they don't find it, they will still send me one, so just send it now. I realise they would have to check it was actually lost, but that would only take a call or email.

    I felt quite sorry for the robot on the phone. It can't be nice to be in a job where you have little decision making ability and have to just read a script to upset customers. What a soulless existence that job must be. No if this is her fault.

    Anyway, sorry for the moan. I really think this is it now between me and Apple.
     
  2. JackieInCo macrumors 601

    Joined:
    Jul 18, 2013
    Location:
    Colorado
    #2
    Any company would most likely do he same thing when a package is lost.

    All they will likely do is check the tracking and then ask the shipper to do some checking to see if it can be found.

    I have always have top notch service when taking my devices into the Apple store directly. I can't praise them enough.
     
  3. fotomarc macrumors regular

    fotomarc

    Joined:
    May 8, 2014
    Location:
    Melbourne, Australia
    #3
    Apple customer service is the best! If you took it to the store it would have been sorted. Unfortunately it's missing in transit and you will have to wait. I have also had the same thing happen with other companies.

    Put the yourself in the same position. You send an item to someone and it goes missing. What would be your first step?
     
  4. theautopilot thread starter macrumors 6502a

    theautopilot

    Joined:
    Jul 27, 2010
    #4
    I would get a replacement to the customer and sort out the problem with the delivery firm. Which is exactly what has happened every other time I have had this happen and when I have worked at companies that ship products.
     

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