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I was was refused iPhone replacement, me and Genius get into near scuffle!!

Temper, Temper.

bobright said:
So long story short I was refused replacement for my non-able to get 3G speed phone. I almost harmed this "Genius" who questioned my honesty and had to be held back and escorted by security. This Apple store is in a mall so it was loud, words were exchanged, it was nearly physical. Police information was taken both ways. I am cooling off for now before I escalate this any further.
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lol—dude, I'm on my second replacement phone. That's three phones in total. You have to kill them with kindness. If they refuse you, go to another store and sweet talk the people. Why would you want to be the irate guy? Seem reluctant, seem pushed into a corner, seem helpless and helpful.

There is a prick who refused to replace a hairline-cracked iPhone 3g for my girlfriend. He said they replaced the phone one too many times for the issue. Of course, we were both pissed. Last time this happened, her hairline cracks nearly destroyed the entire back housing.

Instead of making a scene with this guy, I called AppleCare immediately and made a practical argument, "This product has defects in the plastic that get bigger with exposure to heat. It doesn't matter how much I baby the phone, these problems persist. The tech rep told me they replaced the phone one too many times, but a company should replace the product as many times as required to eliminate the defect. At least, why would you stop replacing the phones now?"

With a technical support case number in hand, we proceeded to the next Apple store where they gave us a new phone. They took us seriously enough and replaced the damn thing. Why? Because they are nicer at that store. Why else? Because they take people seriously if you have your story straight. Why else? Because honesty, straight talk, and humility works sometimes. Treat them like human beings and they'll probably treat you the same way.

Right?
 
be firm, do not need to be rude, if they get rude, just calmly ask to speak to the manager. Once you fall into the trap of raising your voice or creating a ruckus they can have you removed, you lose, simple, no matter who is right or wrong, you need to be there long enough to speak to a manager who is hopefully reasonable and if you get people to sympathize with you problem and instead of blaming THEM for it, people are more likely to help you.
 
Damn right, plant one right on his jaw next time, or do what we do here in Glasgow and stick the head right on him
 
cocky jeremy said:
Pretty sure his job isn't to question customer's honesty. Pretty sure i would have gotten arrested, and probably sued.. and i would have made it worth every bit of it.
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OMG you're so cool! And tough! When you walk down the street to people remark about how cool and tough you are? So impressive!!!
 
bobright said:
So long story short I was refused replacement for my non-able to get 3G speed phone. I almost harmed this "Genius" who questioned my honesty and had to be held back and escorted by security. This Apple store is in a mall so it was loud, words were exchanged, it was nearly physical. Police information was taken both ways. I am cooling off for now before I escalate this any further.
Click to expand...

You sound like a right nutcase, getting aggressive over a phone for crying out loud. You're probably one of those customers who demand things and have a false sense of entitlement just because you shop at a certain store. Newsflash, the only thing a store owes you is goods for your money, nothing more. Anything else is just a bonus.

If I were you I would seek psychological help, as your irrational behaviour is neither normal nor healthy.

"Violence is the last refuge of the incompetent." Isaac Asimov
 
I sure loved dealing with your type when I worked at Apple. Seriously, I did.
 
I would like to suggest anger management classes. There is no excuse for that kind of behavior in public.
 
Sun Baked said:
Just a note, this is a tactic used by scumbag car dealers to eliminate problematic (aka, costly) customers.

All they need to do is get them to scream or yell, say the word lawyer, or threaten the salesmen.

And they are suddenly speaking to lawyers or cops about the problems with the car.

A dealer here used to use it to great effect, a simple "please leave" inserted at the right time would mean a trespass or assault charge filing, along with an instant restraining order the next day. And suddenly the problem the customer complained about was solved.
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<sarcasm>
Yeah, I'm sure this is exactly what went on here.
</sarcasm>
 
keyofnight said:
lol—dude, I'm on my second replacement phone. That's three phones in total. You have to kill them with kindness. If they refuse you, go to another store and sweet talk the people. Why would you want to be the irate guy? Seem reluctant, seem pushed into a corner, seem helpless and helpful.

There is a prick who refused to replace a hairline-cracked iPhone 3g for my girlfriend. He said they replaced the phone one too many times for the issue. Of course, we were both pissed. Last time this happened, her hairline cracks nearly destroyed the entire back housing.

Instead of making a scene with this guy, I called AppleCare immediately and made a practical argument, "This product has defects in the plastic that get bigger with exposure to heat. It doesn't matter how much I baby the phone, these problems persist. The tech rep told me they replaced the phone one too many times, but a company should replace the product as many times as required to eliminate the defect. At least, why would you stop replacing the phones now?"

With a technical support case number in hand, we proceeded to the next Apple store where they gave us a new phone. They took us seriously enough and replaced the damn thing. Why? Because they are nicer at that store. Why else? Because they take people seriously if you have your story straight. Why else? Because honesty, straight talk, and humility works sometimes. Treat them like human beings and they'll probably treat you the same way.

Right?
Click to expand...

This.

That's exactly how I get anything done. Be respectful and sometimes even let them know you understand they don't have an easy job and you'll get much farther. Every time I've called Apple about the reception issue early on I was extremely polite. The rep gave me her direct line and email. Had I been nasty there is no way she would have given me her contact info. I even went so far as to tell her that I won't blow up her mailbox or phone with questions and that I'll wait for word from Apple.
 
"What's the matter? You think just because a guy reads comics he can't start some ****?"
 
keyofnight said:
lol—dude, I'm on my second replacement phone. That's three phones in total. You have to kill them with kindness. If they refuse you, go to another store and sweet talk the people. Why would you want to be the irate guy? Seem reluctant, seem pushed into a corner, seem helpless and helpful.

There is a prick who refused to replace a hairline-cracked iPhone 3g for my girlfriend. He said they replaced the phone one too many times for the issue. Of course, we were both pissed. Last time this happened, her hairline cracks nearly destroyed the entire back housing.

Instead of making a scene with this guy, I called AppleCare immediately and made a practical argument, "This product has defects in the plastic that get bigger with exposure to heat. It doesn't matter how much I baby the phone, these problems persist. The tech rep told me they replaced the phone one too many times, but a company should replace the product as many times as required to eliminate the defect. At least, why would you stop replacing the phones now?"

With a technical support case number in hand, we proceeded to the next Apple store where they gave us a new phone. They took us seriously enough and replaced the damn thing. Why? Because they are nicer at that store. Why else? Because they take people seriously if you have your story straight. Why else? Because honesty, straight talk, and humility works sometimes. Treat them like human beings and they'll probably treat you the same way.

Right?
Click to expand...

SHHHHHHHH!!! You're breaking the MacRumors forum rules by posting stuff that makes sense and is reasonable, you should edit that post to be 2-3 words max, and make it agree with the OP, maybe even create another thread that talks about this one too.
 
bobright said:
So long story short I was refused replacement for my non-able to get 3G speed phone. I almost harmed this "Genius" who questioned my honesty and had to be held back and escorted by security. This Apple store is in a mall so it was loud, words were exchanged, it was nearly physical. Police information was taken both ways. I am cooling off for now before I escalate this any further.
Click to expand...
You should get the book: "How to win friends and influence people." Bo(not so)Bright or Bob(not)Right ..... whatever.
 
Makes me wonder what the OP's attitude and posture were from the start of the exchange. I've found being polite and friendly, no matter how pissed you are that the device is not working (remember: It's not HIS fault it doesn't work), gets me great results.

However, if the OP started off acting like an ****** it's possible the "Genius" was put off from the beginning.

You catch more flies with honey folks. :)
 
Warbrain said:
I think it's safe to say that you need to get some counseling because it's just a goddamn phone.
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You are mistaken. It's not just a phone. It's a revolutionary magic device and as such it raises the expectations accordingly. Just ask Steve Jobs.
 
bizzle said:
I sure loved dealing with your type when I worked at Apple. Seriously, I did.
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Yes the old rule of 1 in 25. For every 25 to 30 people you have 1 non conformist impossible to please ****** that is only happy causing trouble. Remember in school there was always a class clown or bully. Unfortunately this is how they continue to interact with society. They alwasy see others as the problem though they have problems with just about everybody.
 
OP have you returned your phone for a refund, yet, like a normal human being?
 
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