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IPhone 7 Smoking Gun
- Thread starter mfldmike
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This is the worst experience I've had with an Apple Store....
To anyone interested...
My experience was with Apple Store Madison WI, West Towne Mall location.
Manager: "Daniel"
Employee: "Dave"
After the suggestion of AppleCare that I actually send in a smoking device in Parcel Post, I decided to use an unpaid sick day from work to take a 3hr drive to Madison to return the phone.
I was fully expecting to be shown an exemplary response because of the unique issue (obvious manufacturing defect) with the phone.
Right when I went to check in for my Genius Bar Appointment I had nothing but issues...the lady told us we had to wait until EXACTLY our appointment time before checking in...what is the point of checking in???
I tried to keep a "positive" attitude going forward but it was painfully obvious, that was not going to happen.
Right away, I asked to speak with a store manager. I this guy (introducing himself as Dave) came to talk to me. After some explanation of the experience I had, I requested that since it was a faulty device that damaged my accessories, they should be compensated with products that were similar.
"Dave" explained to me that they've had customers driving longer than the 3 hr trip I made...
He also suggested that I could've sent the smoking phone via Parcel Post?!?
(I can't believe this is actual Apple Policy?!?)
It was also explained to me that if I continued an "attitude" he wouldn't process my order and I would have to return home with the defective device.
At this point I left my wife finish the transaction, and we left the store.
I explained to my wife that Apple has always taken care of issues in the past and that we should "trust" just calling them.
I spoke with a Senior Advisor at AppleCare and explained the entire experience once again from the beginning...he agreed that the store should've handled things differently and suggested I contact the store location.
What's ironic is that a Senior Advisor couldn't connect to this store because they don't seem to hear the phone.
This evening I spoke with a guy who claims he was a store manager, "Daniel."
He said it was a policy of Apple not to reimburse customers accessories because even though it was an issue caused by an expanding battery?!?! He also said he was there for the entire conversation (blatantly lying), my wife and "Dave" where the only ones present...
How is this right? I've NEVER had such a horrible experience with Apple before? This is reminiscent of Sprint's Customer Service?!?!?
To anyone interested...
My experience was with Apple Store Madison WI, West Towne Mall location.
Manager: "Daniel"
Employee: "Dave"
After the suggestion of AppleCare that I actually send in a smoking device in Parcel Post, I decided to use an unpaid sick day from work to take a 3hr drive to Madison to return the phone.
I was fully expecting to be shown an exemplary response because of the unique issue (obvious manufacturing defect) with the phone.
Right when I went to check in for my Genius Bar Appointment I had nothing but issues...the lady told us we had to wait until EXACTLY our appointment time before checking in...what is the point of checking in???
I tried to keep a "positive" attitude going forward but it was painfully obvious, that was not going to happen.
Right away, I asked to speak with a store manager. I this guy (introducing himself as Dave) came to talk to me. After some explanation of the experience I had, I requested that since it was a faulty device that damaged my accessories, they should be compensated with products that were similar.
"Dave" explained to me that they've had customers driving longer than the 3 hr trip I made...
He also suggested that I could've sent the smoking phone via Parcel Post?!?
(I can't believe this is actual Apple Policy?!?)
It was also explained to me that if I continued an "attitude" he wouldn't process my order and I would have to return home with the defective device.
At this point I left my wife finish the transaction, and we left the store.
I explained to my wife that Apple has always taken care of issues in the past and that we should "trust" just calling them.
I spoke with a Senior Advisor at AppleCare and explained the entire experience once again from the beginning...he agreed that the store should've handled things differently and suggested I contact the store location.
What's ironic is that a Senior Advisor couldn't connect to this store because they don't seem to hear the phone.
This evening I spoke with a guy who claims he was a store manager, "Daniel."
He said it was a policy of Apple not to reimburse customers accessories because even though it was an issue caused by an expanding battery?!?! He also said he was there for the entire conversation (blatantly lying), my wife and "Dave" where the only ones present...
How is this right? I've NEVER had such a horrible experience with Apple before? This is reminiscent of Sprint's Customer Service?!?!?
That is a pretty bad customer experience. What is the difference if you drove 15 min or 15 hours? You're not asking for anything different than you would in either case.
It has been 7 years since I worked behind a Genius Bar so I'm sure a lot has changed, but unless you were making an absolute display of yourself, I am sorry you were treated the way you were. I had my fair share of having to be firm on policy/procedures, but it doesn't mean you can't have respect and acknowledge the customer's position/feelings.
It always gets me how much variance there is in apparent employee culture store to store. I live within 30 minutes of 5 different stores and each one is different.
Unfortunately the closest one has an elitist type attitude prevalent amungst all the employees. Feels like just getting someone to easypay your purchase is them doing you a favor. I'd honestly rather go to Best Buy than that store. Another store, a little further away, is the exact opposite and actually fun to visit.
Oh well, such is unfortunately common in retail and Apple is no exception.
It has been 7 years since I worked behind a Genius Bar so I'm sure a lot has changed, but unless you were making an absolute display of yourself, I am sorry you were treated the way you were. I had my fair share of having to be firm on policy/procedures, but it doesn't mean you can't have respect and acknowledge the customer's position/feelings.
It always gets me how much variance there is in apparent employee culture store to store. I live within 30 minutes of 5 different stores and each one is different.
Unfortunately the closest one has an elitist type attitude prevalent amungst all the employees. Feels like just getting someone to easypay your purchase is them doing you a favor. I'd honestly rather go to Best Buy than that store. Another store, a little further away, is the exact opposite and actually fun to visit.
Oh well, such is unfortunately common in retail and Apple is no exception.