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Free Band & Stuck in a Pickle!

Hargobind

Hargobind

macrumors member
Original poster
Jun 14, 2013
91
40
KC, MO
Hello, I had a problem with AppleCare on my pre-order and had called to get it fixed. Although they couldn't add it now, the rep offered me a free sport band. I chose white and said thank you. My SG 42mm is scheduled to arrive 4/24-5/8 & free band in May.
Well, today I got a call from management saying that it was a mistake by the rep and good will offers are actually not allowed for Apple Watch. He said that they would not take it off the order, but just wanted to give me a couple options:
#1- Cancel the free sport band.
#2- Risk my entire order being cancelled by chance...due to the computer/human reviewing the order as there is not supposed to be a $0.00 White Sport band.

What should I do? Risk it? Cancel Sport Band?


ScreenShot1712.png
 
Last edited:
Hargobind said:
Hello, I had a problem with AppleCare on my pre-order and had called to get it fixed. Although they couldn't add it now, the rep offered me a free sport band. I chose white and said thank you. My SG 42mm is scheduled to arrive 4/24-5/8 & free band in May.
Well, today I got a call from management saying that it was a mistake by the rep and good will offers are actually not allowed for Apple Watch. He said that they would not take it off the order, but just wanted to give me a couple options:
#1- Cancel the free sport band.
#2- Risk my entire order being cancelled by chance...due to the computer/human reviewing the order as there is not supposed to be a $0.00 White Sport band.

What should I do? Risk it? Cancel Sport Band?
Click to expand...

I would have told the manager that was not your error and for client satisfaction they needed to honor what their employee offered. Never ever take no for an answer. If the manager says no, ask for their boss.
 
He said they know it was not my fault (listened recordings) but order cancellation is not his department and that's why he is warning me... :/
 
They tried to offer something to be nice about the ordering snafu. It messes with their system, so they can't do it. The gesture alone was nice of them.

Fixing the underlying problem with your AppleCare order was the goal. Anything else, even if it turns out they can't fulfill it, is gravy.

You can ask for a gift card if you're so inclined, but cancel the sport band or risk your entire order canceling.
 
I'd chance it. The absolute worst thing that can happen is that you end up having to wait a little longer for the watch. Or you get a free band that is worth "$50" (but probably have a 97% margin)
 
Thinking a bit more about how shabbily you're being treated here (completely un-Apple) I think you're dealing with a third-party organization that's been contracted to help with the initial rush. I get the feeling they cheaped-out and didn't train their staff properly (or at all). Not your problem. Theirs. And Apple is paying them well to handle these sort of problems.

Complain to Apple. Let them know the hired help is screwing their good customers around.
 
slicecom said:
Oh, cancel the band and safely get watch!
Click to expand...

A customer should not be put into a position where they have to make this type of decision. This is unacceptable customer service, and top management needs to be told about it. Hence, my suggestion to email Tim Cook.
 
what a mess. anything less than free band (or same amount in giftcard) is unacceptable. And this is APPLE we are talking about?

Sitting on hundreds of BILLIONs of cash and can't make 1 customer happy?
 
Night Spring said:
A customer should not be put into a position where they have to make this type of decision. This is unacceptable customer service, and top management needs to be told about it. Hence, my suggestion to email Tim Cook.
Click to expand...

Yeah, an email to Tim Cook got an issue I had with customer service promptly taken care of.
 
Arran said:
Thinking a bit more about how shabbily you're being treated here (completely un-Apple) I think you're dealing with a third-party organization that's been contracted to help with the initial rush. I get the feeling they cheaped-out and didn't train their staff properly (or at all). Not your problem. Theirs. And Apple is paying them well to handle these sort of problems.

Complain to Apple. Let them know the hired help is screwing their good customers around.
Click to expand...

Apple treats customers like garbage all of the time.
 
The fact that they didn't remove it says that they can't. If it was an error they can only correct the error not cancel the whole order. If you're concerned call them and confirm but I think they're blowing smoke to see if you'll correct their mistakes.
 
I'd suggest you ask for s gift card of equal value to the sport band so you can buy one. Then have them cancel the band and order it yourself.
 
jpu said:
I'd suggest you ask for s gift card of equal value to the sport band so you can buy one. Then have them cancel the band and order it yourself.
Click to expand...

I'll call him later today. He actually gave me his extension. However he was very reluctant yesterday and told me he was "being nice and letting me keep it on the order"
As far as the entire order goes, he said that they might cancel all of it and if I called back after that, the order would not be reinstated since I "had already been warned". By the way, he said he was an official Apple employee and had listened to recording with rest of team as well.
 
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