I'm going to assume you're an intelligent man when I ask: when you bought the iPhone did or did you not know the parts were non user upgradable?
It's stuff like this that makes me upset.
First - the sly "(plus the $29)" is entitled. Seems like you want it for free, like many. I've never been entitled to the point where I feel that a company has to fix an issue I brought by wear and tear. I expect things to get old.
Second - people like to downplay things. Do you have experience with battery replacements on Apple devices? I have screen replacement experience. Things are small. Things can get lost. Also, this isn't your damn phone you're working with. It's someone else's. I'd be working carefully not to screw up.
Third - have yo ever worked retail? Any job with people? The amount of people I meet in college that never worked even part time is incredible. I wish I had daddy money... digressing, if you've had any type of job supporting yourself through your early twenties late teens you'll know people suck. People are demanding. Even if it ain't your fault they will make it seem like it is. That takes a toll. Of course you're gonna have Managers being a little more strict. They don't want to deal with a **** load of angry people. They show compassion and I'm certain a lot of people would take advantage. It's not the fault of the retail staff. Get over that.
Fourth - I will supporting Apple even more now. They care. As annoying as they are the people who complain care too. We've had many Android problems (security, hardware issues on some OEM's, etc) in the past and they don't get much traction because people don't care. This is a platform I want. One that changes and admits mistakes. Not risks life's with faulty hardware and takes information. There's just no true alternative.
I worked retail for four long years. And worked with the public via phone for a brokerage firm. I know customers can be unreasonable and downright scary at times, but my impression is that you read his post in haste and may be projecting a lot and reading things into that post that aren’t there. My apologies if I am mistaken.
Here is how I saw it, and I may be wrong, but I offer my take on it for the sake of discussion as a fellow survivor of retail:
He was speaking of streamlining the customer service process, which would benefit the staff as well, as it would cut down on face time with the customer. The way it’s going now, two to three visits to resolve the issue gives a simple matter a chance to escalate into ill will on both sides. I think he was suggesting a more efficient booking and fulfillment process. There have been enough first hand accounts here to indicate there is at least solid basis for that proposal. It is putting a bit of a burden on the customer to have them go out of their way, particularly if they do not nave an Apple Store nearby, to visit more than once for a battery replacement.
Where I do agree with your viewpoint is that I do think the customer needs to have it explained that a long wait for the replacement to be finished is necessary to give the customer the phone back properly out back together in good working order.
Beyond that, I think most reasonable people do understand and expect the battery will degrade over time. But there have been a lot of anecdotal reports of issues that SEEM related to the battery, such as fast draining or shut downs, that have caused people to seek a battery change (at their own cost) in the past, only to be turned away and sent home with a poorly functioning phone because the battery passed the diagnostic test Apple currently employs. This may signal that there is a problem with the diagnostic tests that Apple needs to look into. Maybe the tests aren’t adequate to reveal the true nature of the condition of the battery or something else. It is a problem that customers are being sent home with poorly functioning phones.
Hopefully this whole unfortunate mess will yield positive changes. Apple may now have the impetus to examine aspects of customer service and improve them, as well as continue to seek better battery technology. Samsung supposedly has a new kind of battery, present in my S8+, that is supposed to degrade at a significantly slower rate. I am interested to see if this will prove true. If Samsung can do it, I’m sure Apple can as well, if sufficiently motivated.
Eventually, anychanges for the better are a win for the customer and a win for Apple.
