Getting service Out of Warranty Service for a couple of iPhones at the Apple Store

[LucasEVille]

This is pretty much it. I used to work retail and tech support, the behavior of some people.
Nowadays I find that being polite/not an ******* often get me really far.

Same, I work for a secure psychiatric hospital and often have to deal with distressed family, friends and visitors. I've also worked in debt collections, private investigation, personal security, close protection and airport security. Some of the most hated jobs in the world it seems .

When I have to ring any customer service or visit retail stores the staff react so surprised when I ask how their day is/was today and how they are. Also remembering someone's name they gave you at the start of the convo (not a common thing in the UK) goes a long way to getting treated the way you want to be treated and the way you should treat others. With respect and mindful of others dignity and human emotions.

Of course we are all human and it's hard to keep a level head when you feel you have been wronged, but there is always a polite way to push your agenda and respectfully pursue your customer rights and consumer law.

 

[dictoresno]

on a side note, businesses have the right to refuse service to anyone regardless if they think they are right/wrong or if its fair or not. ive been to this store many times and always been treated very well. not to mention, they cater to very affluent clientele and i have a hard time believing they started acting this way on their own accord. im sure it was reactionary to the way you were first acting.

if they felt you were looking to resell phones, then yes, they can deny you service. people make a pretty lucrative business out there doing exactly that. and if its their policy to deny service for people they feel are going to do that, its their right. just use a third party service like icracked.

 

[Ekimalito1]

Got in touch with Apple Executive Relationships. They started an investigation on the matter. They booked me an appointment for Tuesday to get all 4 phones repaired on a single visit. I don't know what will happen there and then but I will be sure to let you know. They gave me the name of 2 people at Staten Island's store. They are aware of what happened and will make sure to take care of me.. or at least that's what she said.

I will keep you posted on the resolution.

Thanks everybody for your input. I will try and be more polite as others suggested. I know I tend to be a bit aggressive when I feel my rights are taken away from me. Regardless, I think making assumptions about someone and profiling is a big part of the problem we have with this world today and I would expect a bit better from Apple. You can't see people and think that because of your previous experiences you can predict who they are and why they came to your place. I spoke to a Genius once at that same store and the dude was telling me how he made money buying damaged items from eBay and repairing them for a profit.. so I don't see what the problem with reselling is either. I think Apple shouldn't meddle on those matters as long as you have proof of ownership and all. At the end of it all you are promoting the brand in a way. Apple gains more users, more consumers for apps, music and other services.. it also attracts them to other products. So I don't see why this is bad.

I will take your advices and see how I can improve my behavior so it is not reflected back to me. I'm pretty sure they'll take care of this.

Talk to you on wednesday!

 

[laudern]

I'd be just as pissed off as you. A power trip from a person with very little power. Put that b**ch in her place.

 

[silverblack]

Got in touch with Apple Executive Relationships. They started an investigation on the matter. They booked me an appointment for Tuesday to get all 4 phones repaired on a single visit.

If I were you, I would have insisted they book me an appointment back in the Short Hills store, with the same manager that "served" you the other day. Take the four friend's family member with you, and demand the manager's apology to each and everyone of you.

 

[5105973]

Classic Betari Box.

That Betari Box may be true but when I worked in customer service we were trained that that sort of thing was crap and we were taught how to defuse an angry customer with unfailing professionalism and real listening skills. If we had to deal with a customer wanting to use a battering ram on our policies we were again taught to be polite but firm and refer to a manager for compromise if we lacked sufficient authority. And the manager was supposed to have the experience and authority to decide which rules could be bent or waived to best meet the customer's request without putting the business in a bad position.

I dealt with crotchety elderly people, senile elderly people, a young schizophrenic and just very generally confused and short-tempered customers. I never sent them away humiliated and if they arrived to me with an attitude they left as a friend who'd make extra effort to say hello to me the next time they stopped in.

Because I had training to put my damned ego aside and remember it's not personal against me, but the policies and company I represent. I have the power through respectful and courteous behavior to make the policies understandable and more palatable to the customer, or work out a reasonable compromise when possible.

There was only once I had to escort a customer out. I don't know what happened but even my manager could not work with him. I saw her looking fearful so I came up and listened a bit and determined she wanted him to leave and at 5ft tall and not even 90 pounds to his 6ft, I told him his business there was concluded and he could go out with me or the police. He chose me. He tried to give me an earful on the way out but I silenced him with a look that works equally well on my husband and every kid in the family. Come to think of it, it works even on my in-laws. I wish I knew what it looks like but it's not something I can just do to see in a mirror. It's kind of like hulking out. Only happens when I need it and comes of growing up on a bad street.

 

[5105973]

Got in touch with Apple Executive Relationships. They started an investigation on the matter. They booked me an appointment for Tuesday to get all 4 phones repaired on a single visit. I don't know what will happen there and then but I will be sure to let you know. They gave me the name of 2 people at Staten Island's store. They are aware of what happened and will make sure to take care of me.. or at least that's what she said.

I will keep you posted on the resolution.

Thanks everybody for your input. I will try and be more polite as others suggested. I know I tend to be a bit aggressive when I feel my rights are taken away from me. Regardless, I think making assumptions about someone and profiling is a big part of the problem we have with this world today and I would expect a bit better from Apple. You can't see people and think that because of your previous experiences you can predict who they are and why they came to your place. I spoke to a Genius once at that same store and the dude was telling me how he made money buying damaged items from eBay and repairing them for a profit.. so I don't see what the problem with reselling is either. I think Apple shouldn't meddle on those matters as long as you have proof of ownership and all. At the end of it all you are promoting the brand in a way. Apple gains more users, more consumers for apps, music and other services.. it also attracts them to other products. So I don't see why this is bad.

I will take your advices and see how I can improve my behavior so it is not reflected back to me. I'm pretty sure they'll take care of this.

Talk to you on wednesday!

If you can take the same great attitude in to your service appointment that you just showed in this post it should go well for you.

I don't get the prejudice Apple would have against resellers. So long as you're not pushing stolen goods, you're basically keeping usable phones out of landfills and that's eco friendly, so you'd think Apple would be all for it. And four phones is hardly unreasonable.

We have no time to spare on errands, and living out in the country it's a bit of gasoline to make trips to the mall or Apple. So when our family has stuff that breaks down like watches needing batteries or eyeglasses needing service, we tend to set them aside and take them in a bunch to be repaired, too.