Free Band & Stuck in a Pickle!

Something doesn't seem right here. He's saying it's not allowed, but someone who's not even a manager had the ability to do it?

I can't give out out free stuff on my CRM without manager approval.
 
That's a load of crap, he seems like he was trying to strong arm you and I wouldn't have that after they had already given you a band.
Hopefully for your sake Tim will respond (wouldn't hold my breath though) and get it straightened out!
 
This whole thing smells wrong. There's likely more to the story and he's trying to strong arm you to get the band removed. Why would the watch get canceled when it's likely to ship before the band? They'll fulfill the watch when they have it, and the band will ship separately later. It's possible they'll cancel the band at that time but I doubt it will affect the watch shipment. My first guess is that he has too many freebies associated with his employees and it's a metric he's measured on. I say keep it. If the order does get canceled, you are in a great spot to get more consideration for your inconvenience.
 
Maybe you need to talk to someone else — someone that can resolve this in your favor. I don't know if they owe you a free band, but they promised you one and they should honor that. It's the proper thing for them to do. They should not try to bully you into solving their problem.

And why would they stick your free band into a pickle?! :rolleyes:

Please keep us updated on how this works out.
 
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Hargobind said:
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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This is so weird. I don't know what's going on, but it sounds like he doesn't want to cancel it because then he has to explain that he didn't follow the rule. Or that he can't cancel it, but will have to explain that he messed up to the person that can. He's trying to pass the buck by having you cancel it.
 
Hargobind said:
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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"You had already been warned". Geez. More threats. That's just incredible. Can't believe he actually said that to a customer.

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kmj2318 said:
... it sounds like he doesn't want to cancel it because then he has to explain that he didn't follow the rule. Or that he can't cancel it, but will have to explain that he messed up to the person that can. He's trying to pass the buck by having you cancel it.
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Sure sounds like it.

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Cuyler said:
And why would they stick your free band into a pickle?! :rolleyes:
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Maybe something to do with the whole affair leaving a sour taste in the mouth?

Plus, it's the latest in biodegradeable packaging. :)
 
That seems like super odd customer service for any company, especially one like Apple that prides themselves on a customer service image.

I would call Apple back (NOT the extension the guy gave you, but call an Apple number direct from their website). Whether this was an oddity of an employee trying to fix an issue or someone messing up, I'd go around him entirely and see what another Apple employee has as notes on your account and go from there.
 
question fear said:
That seems like super odd customer service for any company, especially one like Apple that prides themselves on a customer service image.

I would call Apple back (NOT the extension the guy gave you, but call an Apple number direct from their website). Whether this was an oddity of an employee trying to fix an issue or someone messing up, I'd go around him entirely and see what another Apple employee has as notes on your account and go from there.
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This is definitely what you should do. If another employee looks into it and okays it I wouldn't worry about it.
 
Called and given the same option. They saw the order had a note on it so they directly transferred to same man who happened to be on duty today as well. He said they can't do gift card, because good wills aren't allowed for Apple Watch anyway and free band shouldn't have even been in my order anyway, regardless of it being the agent's mistake.

I don't really care though, now if it was a leather band... :)
(Original agent was going to add free leather band instead of Sport band, but then all of a sudden "realized only sport bands were interchangeable with sport watches" regardless of me trying to explain to her that was not true)

OH well, I'll just forget and order one myself!
 
Hargobind said:
Called and given the same option. They saw the order had a note on it so they directly transferred to same man who happened to be on duty today as well. He said they can't do gift card, because good wills aren't allowed for Apple Watch anyway and free band shouldn't have even been in my order anyway, regardless of it being the agent's mistake.

I don't really care though, now if it was a leather band... :)
(Original agent was going to add free leather band instead of Sport band, but then all of a sudden "realized only sport bands were interchangeable with sport watches" regardless of me trying to explain to her that was not true)

OH well, I'll just forget and order one myself!
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Wow.

Sounds like a serious lack of training to me. Very poor show from Apple. If I were them I would keep the band on there and add AppleCare.
 
Hargobind said:
He said they can't do gift card, because good wills aren't allowed for Apple Watch anyway and free band shouldn't have even been in my order anyway, regardless of it being the agent's mistake.
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Well that's nice. They can give celebrities watches costing thousands of dollars but they can't give away one lousy gift card as a courtesy to a paying customer they inconvenienced.
 
Personally, I'd dig my heels in.

Mainly because I don't respond well to poorly veiled threats.

Apple gives management a degree of discretion for this kind of thing. This is ********.
 
I wouldn't cancel. I would try to get someone higher up. I work in customer service and if we promise a customer something, even if we realize it was a mistake to offer, once it's been done and noted on the account we have to honor it. It is their mistake. The guy is just trying to not get caught.
 
applepuree said:
Doesnt a promise make a verbal contract ?
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Legally Apple is required to deliver to you the watch paid for or refund your money if they are unwilling or unable to fulfill the order. Since they don't charge you until the item is shipped (and, officially, purchased) they also are not obligated to deliver the product within the "estimated delivery" window. This gesture by customer service would not recognized as a contract.

By Apple providing you the opportunity to cancel your order at any point prior to "purchase" they essentially avoid liability in this regard. Your form of relief would be to cancel the order and walk away from the deal.

Bottom line, this is a customer satisfaction issue but not a legal one.
 
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