iPhone 6(S)/Plus Battery replacement: poor Apple customer service

[Rava]

The real issue is that there is no way to get on the battery reservation list without first going to an appointment and being told it's sold out. At this point we all know most of the stores have no batteries, why isn't it possible to call and get on a list? There would be some issues around phones with water damage and third party batteries that they would deny service to, but those batteries could simply go back in the queue.

My closest apple store is an hour away. So I'm looking at four hours of driving to get a new battery.

 

[newellj]

When you have a warranty issue or a recall for your car you have to take it to the dealership regardless if they have the parts in stock or not. If you call on the phone and ask to order parts without the car being there they won’t do it. You bring the car in, the service writer writes up the car and sends it back to the tech. The tech orders the part, you get your car back along with an explanation that the part is ordered and you need to bring the car back when the parts arrive. Apple treats the battery replacement in the same manner. I’m sure in the coming weeks, battery supplies in the store will go up dramatically to meet the demand that is inevitably coming.

With the Takata airbag recall, which isn't a bad analogy, I got emails from the manufacturer every time the replacement parts were in stock. I then called the dealer to make an appointment - it took several tries before they actually had the parts still available before I could make a service appointment. This case is similar, since Apple's going to do the replacement for $29 regardless of diagnostic results. I think it would be better customer service to allow people to make appointments at which a replacement battery WILL be available. But I'm not running the business. I am somewhat astonished at the ability of a company that I think really cares about good customer experiences to alienate people over this issue - and not once, but repeatedly.

 

[Mlrollin91]

The real issue is that there is no way to get on the battery reservation list without first going to an appointment and being told it's sold out. At this point we all know most of the stores have no batteries, why isn't it possible to call and get on a list? There would be some issues around phones with water damage and third party batteries that they would deny service to, but those batteries could simply go back in the queue.

My closest apple store is an hour away. So I'm looking at four hours of driving to get a new battery.

Please read my post on the bottom of the previous page.

 

[C DM]

Please read my post on the bottom of the previous page.

To be fair, especially with everything that's going on, it doesn't mean that Apple can't and/or shouldn't improve things when it comes to all of this.

 

[trigonometry]

You are mistaking. You don't make an appointment for a battery replacement, you make an appointment for a battery issue. There is no selection for battery replacement, but "battery service request".

Additionally, if people would take the time to read, it clearly states there is low supply online and to CALL ahead to reserve one.

"Call Apple Support today to reserve a battery before visiting an Apple Store. Supplies of replacement batteries are currently limited for iPhone 6, iPhone 6 Plus, and iPhone 6s Plus."

View attachment 746069

Maybe people can learn to take responsibility and stop blaming everyone else.

She did call ahead...

FYI the appointment was booked by phone and they knew it was a battery replacement appointment.

 

[mtneer]

Common sense would indicate that these batteries will be in short or out of supply due to the demand. It has only been a week or two. I would have called the store to ask if they had a battery before driving to the store.

You can get as mad as you want but I can not see this being Apples fault. If you think Apple is still making money at $29 for materials and labor . . . .well that is sad.

They will not tell you if they have a battery or not. They want you to come in and submit to their battery diagnostic test before the "Genii" will even be prepared to discuss battery replacements.

 

[arubinst]

I took my 6 Plus to the Apple Store in Geneva. The phone kept dying on me with 30% charge still remaining and I had to charge it several times during the day.

I got an iPhone X and was going to give the old phone to a friend, so I wanted to get a new battery before I did. Coconut reported 62% remaining capacity when charged at 100%.

They told me at the store that the battery was fine and refused to replace it.

Last week, I took the phone to my friend in Spain and we took it to an Apple store. Again, they said the battery is fine although the phone has been set up as new and it keeps dying at 30%+ and needs several recharges per day. We had to insist and argue for 10 minutes until the "genius" decided to accept the replacement. And that was when he told us that they were out of batteries and had no estimate of when (or if) they would get them.

So now, we're waiting for an email that might or might not arrive letting us know that they got the batteries... this is unreal...

 

[LovingTeddy]

And the labor replacing that battery is free in America.... Oh wait no it isn't.

So let us see...

1. Several report about iPhone 6 and 6s shutdown in 2016. Apple had battery replacement program for free for certain iPhone 6s.

2. Apple made changes to iOS that will throttle one's iPhone, if iOS detected battery is degreed alone with other variable.

3. People found out about Apple is secretly throttle iPhone.

4. Apple said we are wrong and offered apology. Then they want people pay 25 dollars to cover their mistake.

5. Customer made appointment for battery replacement, but the battery is out of stock.

So that is the timeline.

Apple shouldn't ask customer to foot the bill for their mistake.

Second. Battery costs less than 5 dollar to make.

Third: Apple doesn't pay 20 dollars for their retail employee.

Apple is actually making decent profit from the 25 dollars battery replacement. Apple use to charge 75 dollar for battery replacement. This just tell you how big their profit margin was before.

 

[JediZenMaster]

The real issue is that there is no way to get on the battery reservation list without first going to an appointment and being told it's sold out. At this point we all know most of the stores have no batteries, why isn't it possible to call and get on a list? There would be some issues around phones with water damage and third party batteries that they would deny service to, but those batteries could simply go back in the queue.

My closest apple store is an hour away. So I'm looking at four hours of driving to get a new battery.

Maybe contact Apple directly and ask them to change their reservations system for you and the folks in this thread?

Heck just ask them to sideline all the other repairs that the geniuses have to do for folks with cracked screens, issues with portables and desktops that aren’t working because Those folks don’t matter.

Do you think there are are hundreds of geniuses at at Apple store? I almost wonder if this battery issue has pretty much stopped other folks from getting any help with their repairs.

I’ll be so happy when they can replace all these batteries so that folks can move on.

 

[Mlrollin91]

She did call ahead...

Call AppleCare, not the store. We don’t have the information about that.

 

[luckymother]

My wife’s iPhone 6 has become useless. Battery goes from 100% to below 20% within minutes after taking it from the charger. She took it to the Apple store back in December and was told battery was OK and she should reinstall iOS. She did but battery issue remained. When Apple announced they would replace batteries for $29 she immediately tried to book an appointment but the first one available was today. Today she left her work and drove 35 minutes to the Apple store for her appointment only to be informed that no stores in our area have batteries available and she will get a call from them in about 10 days when they expect to get more batteries in. The Apple guy at the store told her “everyone is replacing their batteries”.

So here are my issues:
- You make a customer waste over an hour of its working day driving to an appointment that you knew would not happen. Why call in 10 days when the battery arrives and not call in advance to cancel the appointment today?
- if “everyone” is replacing their batteries I think Apple has a much bigger problem in their hands. Are they doing a good job in informing when one should replace the battery? Or is this becoming a new way of Apple to make another revenue stream over existing customers (I am pretty sure that even at $29 Apple is still making a lot of money on this)? Or will this reflect in customers that would potentially buy a new phone to hold on their old ones with new batteries for much longer?

My wife was mad. I am really mad of all this BS.

 

[trigonometry]

Call AppleCare, not the store. We don’t have the information about that.

For clarification, you’re saying call Applecare to schedule a battery replacement and not you’re local Apple Store? Are you saying Apple Stores don’t have any knowledge of their inventory?

 

[Mlrollin91]

For clarification, you’re saying call Applecare to schedule a battery replacement and not you’re local Apple Store? Are you saying Apple Stores don’t have any knowledge of their inventory?

Did you know when you call your local Apple store, most of the time you get routed to a local call center that is regional of all the local stores? You’re not talking to the store directly. Most of the time the local call center will connect you to the store if you have a question about a particular product or need to speak to a manager. Otherwise the call center has no idea about inventory, nor are they allow to disclose it over the phone.

I have multiple friends that work for Apple retail, including managers.

AppleCare on the other hand have direct contact with stores.

 

[Minarets]

Just left the store. This is one of those things where the demand is crazy and they haven’t figured it all out, IMO. Was told on the chat that they would do the repair right there in store. I had 2 stores to choose from. I store I couldn’t be seen until the 18 and the other had 1 appointment left for today and then not before the 15th.

I choose today, brave the elements and the people at a typical too small apple store and they have me sign on an iPad mini and tell me the battery should be in, in 1-2 weeks. I’ll need to bring it back in and within 2 hrs I should be up and running.

Why the hell do I have to go in to sign that I need a battery when I could give that consent over the phone during the chat, or when they ran the diagnostics, legit or not, could they not order the battery in and i sign when I leave with the replacement?

Now, i know there will be a huge demand, hence the long lead times to get in the store, but to wait until the 18th (if I wasn’t able to snag today’s) to sign my finger and wait another 2 weeks? Yeeesh. I guess the Apple hardcores are already out looking for the next coolest Apple item, the new battery. Hell, Apple will end up making a killing of this anyway, no? I mean the $79 was a total profit monger anyway. This is still probably at 3000% markup.

 

[newellj]

No matter the demand it does seem unacceptable as a regular
Thing to not have it in stock

Are battery supply constraints that large?

They probably become critical when you announce a program like this - not trying to be funny. LI batteries present serious risks, and they degrade with age, even if not used. You can't just stack warehouses up with these things.

 

[Rava]

Maybe contact Apple directly and ask them to change their reservations system for you and the folks in this thread?

Heck just ask them to sideline all the other repairs that the geniuses have to do for folks with cracked screens, issues with portables and desktops that aren’t working because Those folks don’t matter.

Do you think there are are hundreds of geniuses at at Apple store? I almost wonder if this battery issue has pretty much stopped other folks from getting any help with their repairs.

I’ll be so happy when they can replace all these batteries so that folks can move on.

Of course I understand that the stores are slammed. It's not the geniuses fault that Apple started this program with such short notice. But that doesn't mean there can't be improvements to the process. Currently for any stores that run out of batteries, half of the battery appointments are telling customers they're out of stock and putting them on the list. If the process of adding customers to the list could be done online or by phone that would free up lots of appointments for non battery issues.

 

[newellj]

So let us see...

1. Several report about iPhone 6 and 6s shutdown in 2016. Apple had battery replacement program for free for certain iPhone 6s.

2. Apple made changes to iOS that will throttle one's iPhone, if iOS detected battery is degreed alone with other variable.

3. People found out about Apple is secretly throttle iPhone.

4. Apple said we are wrong and offered apology. Then they want people pay 25 dollars to cover their mistake.

5. Customer made appointment for battery replacement, but the battery is out of stock.

So that is the timeline.

Apple shouldn't ask customer to foot the bill for their mistake.

Second. Battery costs less than 5 dollar to make.

Third: Apple doesn't pay 20 dollars for their retail employee.

Apple is actually making decent profit from the 25 dollars battery replacement. Apple use to charge 75 dollar for battery replacement. This just tell you how big their profit margin was before.

I can guarantee you that business schools will be writing cases for students on how a company that prides itself on a well-deserved reputation for superior customer service can seize every one of the 47 opportunities to completely foul up what started as a relatively minor product service issue and turn it into a major international customer and public relations disaster. Again, I am not being funny. This will happen.

 

[trigonometry]

Did you know when you call your local Apple store, most of the time you get routed to a local call center that is regional of all the local stores? You’re not talking to the store directly. Most of the time the local call center will connect you to the store if you have a question about a particular product or need to speak to a manager. Otherwise the call center has no idea about inventory, nor are they allow to disclose it over the phone.

I have multiple friends that work for Apple retail, including managers.

AppleCare on the other hand have direct contact with stores.

No I didn’t know. That makes sense and could possibly explain the OP’s snafu. Unfortunately I still don’t think this completely absolves Apple in these type of situations. Most people, myself included, see the $29 replacement program announced and assume we can go through any available channel to take advantage of the offer. If Apple chooses to route calls through a call center then they should have the necessary information and resources to point customers in the right direction.

 

[Mlrollin91]

No I didn’t know. That makes sense and could possibly explain the OP’s snafu. Unfortunately I still don’t think this completely absolves Apple in these type of situations. Most people, myself included, see the $29 replacement program announced and assume we can go through any available channel to take advantage of the offer. If Apple chooses to route calls through a call center then they should have the necessary information and resources to point customers in the right direction.

But the website does say call AppleCare to reserve. So they are clearly telling people what channel to use.

 

[JediZenMaster]

They probably become critical when you announce a program like this - not trying to be funny. LI batteries present serious risks, and they degrade with age, even if not used. You can't just stack warehouses up with these things.

I think people would love that so that way the batteries could potentially explode and then Apple would suffer the same Samsung did but as long as Apple gets taken down that’s all that matters to some it would seem.

Folks would finally get their wish of a 1000 dollar phone sold at a discount or their feeling of vindication over this battery issue.

 

[5105973]

Did you know when you call your local Apple store, most of the time you get routed to a local call center that is regional of all the local stores? You’re not talking to the store directly. Most of the time the local call center will connect you to the store if you have a question about a particular product or need to speak to a manager. Otherwise the call center has no idea about inventory, nor are they allow to disclose it over the phone.

I have multiple friends that work for Apple retail, including managers.

AppleCare on the other hand have direct contact with stores.

Jeez, I did not know that. That's confusing. Well thanks for the information.

 

[Mlrollin91]

Jeez, I did not know that. That's confusing. Well thanks for the information.

Yeah, and its even more so during this time of the year. Almost all the calls go to the call centers. Whenever I call the store's number, the first thing I ask is: "Are you at the actual store or in a call center." That way I know the answer I get may not be as accurate as if I was talking directly to the store.

For example, the S key broke on my MBA. I called the store to see if it was in stock, well I got routed to the call center. They told me that it was in stock, so I went ahead with my appointment to get to the store and find out it was not in stock. I asked what had happened, and they told me I probably spoke with someone from the call center. I had that person's name, and sure enough it was the call center and not the store.

 

[5105973]

Yeah, and its even more so during this time of the year. Almost all the calls go to the call centers. Whenever I call the store's number, the first thing I ask is: "Are you at the actual store or in a call center." That way I know the answer I get may not be as accurate as if I was talking directly to the store.

For example, the S key broke on my MBA. I called the store to see if it was in stock, well I got routed to the call center. They told me that it was in stock, so I went ahead with my appointment to get to the store and find out it was not in stock. I asked what had happened, and they told me I probably spoke with someone from the call center. I had that person's name, and sure enough it was the call center and not the store.

Well I suppose there's a reason it's organized like that, but I think it sounds inefficient and misleading for all concerned. Perhaps in time they will figure out a more efficient system with better communication between the behind the scenes support people and for the customer.

Thank you for sharing what you found out. I can see this thread has been aggravating and a bit polarizing for some of the participants, but I've found it very informative. I don't need a battery replacement now that I've traded in my 7 Plus, but my sister-in-law and a good friend have older iPhones that definitely need new batteries. I'll be sure to pass along some caveats based on what I've learned from this thread so that their appointments go smoothly.

 

[Mlrollin91]

Well I suppose there's a reason it's organized like that, but I think it sounds inefficient and misleading for all concerned. Perhaps in time they will figure out a more efficient system with better communication between the behind the scenes support people and for the customer.

Thank you for sharing what you found out. I can see this thread has been aggravating and a bit polarizing for some of the participants, but I've found it very informative. I don't need a battery replacement now that I've traded in my 7 Plus, but my sister-in-law and a good friend have older iPhones that definitely need new batteries. I'll be sure to pass along some caveats based on what I've learned from this thread so that their appointments go smoothly.

Of course. Glad that I could provide some useful information. I'm pretty sure they do it because the stores are just so busy that they don't have people available for only answering the phone. And if they made a position for that, it would probably not be worth the additional labor because there are times of the day that it is really slow. So routing everything through call centers that are already there are probably the most convenient, but it does affect consumers poorly, unless they know.

 

[5105973]

Maybe contact Apple directly and ask them to change their reservations system for you and the folks in this thread?

Heck just ask them to sideline all the other repairs that the geniuses have to do for folks with cracked screens, issues with portables and desktops that aren’t working because Those folks don’t matter.

Do you think there are are hundreds of geniuses at at Apple store? I almost wonder if this battery issue has pretty much stopped other folks from getting any help with their repairs.

I’ll be so happy when they can replace all these batteries so that folks can move on.

Wow, that's a really snide reply to a very neutral observation about the situation. There are two Apple stores within 40 minutes of my house. When I am staying in South Carolina with family, there's no Apple store nearby. At all. I think there's one about 80 miles away. It sounds like @Rava was just wondering how it works in such a case. There are members here attempting to help and clear up confusion and misconceptions kindly.

Your response was not very zen and Yoda would be ashamed of you! It's more fitting for someone with my screen name. . I get that this thread has elements that pluck your last nerve and unfortunately I may be one of them. But please, unless I'm reading your posts drastically wrong, you're making it seem like everyone seeking a battery replacement is part of a rabid horde of plunderers. You're talking to people as if we want to show up to your house and have you replace all our batteries.

I really doubt critical repairs are going undone. Even if they are, how is that fault of some poor Joe or Jane whose iPhone 6 practically has to live on a charger and they just want their functionality restored?