Bit of a First World Whinge, but Apple haven’t exactly shown themselves in the best light here.
Collected a X last week, and within 24 hours of setting up, the screen became unresponsive. Went through tech support, and it was diagnosed a hardware problem. Fair enough, this happens (even on £1000 phones). Initially the Apple CS rep said that they would get out a replacement “within a couple of days”. Again, fair enough - a firm’s product fails, they do all they can to rectify it ASAP.
Now it turns out that the CS rep gave me incorrect info, and is going to be 2 weeks until they can get me a replacement. This doesn’t really seem acceptable for what is “an essential item”. One would expect Apple to have warranty phones available for such occurrences. Would they really expect 0% failures?
I do realise that Apple can’t magic a phone out of nowhere, and another CS chap said “there were no iPhones available until 21/11”. Again, fair enough, but why was it saying that there was a SG 256 available for collection in Birmingham. Clearly the CS guy was lying to me. Obviously they’d rather sell that unit to another customer than use it to honour a warra. Doesn’t make Apple look very good there.
I’m normally a big fan of Apple customer service, but I can’t help thinking the whole iPhone X launch has been a bit bodged. Obviously there was an uncharacteristic delay between announcement and shipping, but clearly they have supply issues. It’s unforgivable to not have sufficient warranty units for DOA/early failures.
Great phone though (when it works)!
Collected a X last week, and within 24 hours of setting up, the screen became unresponsive. Went through tech support, and it was diagnosed a hardware problem. Fair enough, this happens (even on £1000 phones). Initially the Apple CS rep said that they would get out a replacement “within a couple of days”. Again, fair enough - a firm’s product fails, they do all they can to rectify it ASAP.
Now it turns out that the CS rep gave me incorrect info, and is going to be 2 weeks until they can get me a replacement. This doesn’t really seem acceptable for what is “an essential item”. One would expect Apple to have warranty phones available for such occurrences. Would they really expect 0% failures?
I do realise that Apple can’t magic a phone out of nowhere, and another CS chap said “there were no iPhones available until 21/11”. Again, fair enough, but why was it saying that there was a SG 256 available for collection in Birmingham. Clearly the CS guy was lying to me. Obviously they’d rather sell that unit to another customer than use it to honour a warra. Doesn’t make Apple look very good there.
I’m normally a big fan of Apple customer service, but I can’t help thinking the whole iPhone X launch has been a bit bodged. Obviously there was an uncharacteristic delay between announcement and shipping, but clearly they have supply issues. It’s unforgivable to not have sufficient warranty units for DOA/early failures.
Great phone though (when it works)!