Great Apple Customer service!

Discussion in 'iPhone' started by jamezr, Feb 12, 2016.

  1. jamezr macrumors G3

    jamezr

    Joined:
    Aug 7, 2011
    Location:
    US
    #1
    This why I but Apple products!
    Recently I had a hairline crack on my iPhone 6s+. It was right on the very edge where there is a slight curve to the display screen. I got the hairline crack by setting my phone down in a cup holder at a theatre while watching a movie. There was nothing on the body of the phone or anything on the aluminum. You could hardly see the hairline crack. But I KNEW it was there!
    I set up an appointment at my local Apple store to get the crack fixed and was quoted a price o $149.
    Checked in and spoke as repair rep. He checked the phone for water damage and for any body damage that would indicate I dropped it or anything else like that. He asked me what happened. I explained it all to him. he said wait one moment and went to the back. Came back out and told me they would replace the screen for FREE! He said him and his manager considered it a design flaw in the slight curve. That was the reason for the hairline crack. So the repair was on the house! Awesome customer service!
     
  2. eyoungren macrumors P6

    eyoungren

    Joined:
    Aug 31, 2011
    Location:
    Phoenix • 85037
    #2
    I cracked my screen on my 6+ last year. Went in to repair it, my iPhone was jailbroken. They told me to restore, which I did, which put the phone in a boot loop (they had taken it to the back at that point).

    The store was busy and they were having problems with iOS 9.0 (it had just been released) so they blamed the bootloop on iOS 9.

    I got a brand new two week old iPhone 6+ for the cost of the screen repair.

    You beat me though as your story ended up costing you nothing. :D
     
  3. noobinator macrumors 601

    Joined:
    Jun 19, 2009
    Location:
    Los Angeles, CA
    #3
    I'm not sure how Tim would like a store manager would like calling the curve a design flaw lol but yes, great service by Apple.
     
  4. baypharm macrumors 65816

    baypharm

    Joined:
    Nov 15, 2007
    #4
    Yes Apple support is awesome. I had a mag safe power adapter wear out three years AFTER it was out of warranty. Took it in and the manager looked at it and gave me a brand new one free. I'm a believer!
     
  5. gurase macrumors regular

    Joined:
    Oct 12, 2015
    #5
    When I had my 5S, I had it in my back pocket, crouched down, and when I took it out there was a single crack across the screen. Apple replaced it under warranty because there was no spiderweb or point of impact.
     
  6. Truefan31 macrumors 68040

    Truefan31

    Joined:
    Aug 25, 2012
    #6
    Support is a big reason for apples success. I'll say it again from experience in owning/running businesses, customer service is vital. Apple knows that hence the overall top notch support they offer. Hopefully others will see that too.
     
  7. mrex, Feb 13, 2016
    Last edited: Feb 13, 2016

    mrex macrumors 68020

    mrex

    Joined:
    Jul 16, 2014
    Location:
    europe
    #7
    Yes it is great to pay double price because you guys break your own phone by yourself and then want to get it fixed for free.. So damn nice!

    This wasnt to the op, but the negative side why the customer care is so great... You have already paid for the service - need it or not...
     
  8. Qbnkelt macrumors 65816

    Qbnkelt

    Joined:
    Oct 15, 2015
    Location:
    Mid-Atlantic
    #8
    This is one of the reasons I buy Apple products. I've needed help twice, and each time they were awesome.
    As a satisfied customer, I come back.
     
  9. Qbnkelt macrumors 65816

    Qbnkelt

    Joined:
    Oct 15, 2015
    Location:
    Mid-Atlantic
    #9
    So do you regularly pee on people's Wheaties or is this a new thing for you?
     
  10. mrex macrumors 68020

    mrex

    Joined:
    Jul 16, 2014
    Location:
    europe
    #10
    I have no idea about your taste but im sure i dont do that...

    Great service or not but i would definitely pay less and pay it by myself (or take an insurance) if i break something.
     
  11. Qbnkelt macrumors 65816

    Qbnkelt

    Joined:
    Oct 15, 2015
    Location:
    Mid-Atlantic
    #11
    Your choice.

    I prefer taking my phone in to Apple.

    The OP had a great experience and that's what counts. And that's one of Apple's strengths. Their support is one of the reasons I buy their phones. And the OP just illustrated it with his experience.
     
  12. Applefan4 macrumors 6502

    Joined:
    May 6, 2013
    #12
    Well he kinda has a point.
     
  13. Qbnkelt macrumors 65816

    Qbnkelt

    Joined:
    Oct 15, 2015
    Location:
    Mid-Atlantic
    #13
    I don't think so. The OP is about a person's great experience. I would be grand if that could be the point.
     
  14. Sketchr macrumors 6502a

    Joined:
    Jun 15, 2009
    #14
    You pay a premium for premium products. When something is cheap and it goes bad (and it usually does), you're SOL. Money wasted, bad investment.
     
  15. I7guy macrumors G5

    Joined:
    Nov 30, 2013
    Location:
    What Exit?/Saguaro Country
    #15
    Always nice to hear good customer service stories.
     
  16. Mr Dashles macrumors newbie

    Mr Dashles

    Joined:
    Jun 24, 2014
    #16
    I recently had a good experience with Apple's customer service too. A couple of months ago my early 2013 15" rMBP (which I got in March 2013 with no extended warranty or anything like that) had some sort of RAM issue where the screen was blank and it would play a beeping sound when I turned it on. I took it in to the local Apple Store and...long story short...a few days later I was given a brand new 2015 15" rMBP for free.
     

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