Is apple customer service really inflexible ?

[Robi88]

Hi everyone,

happy new year

I’m facing a situation with the replacement of my battery on my Iphone x and I’ll need some advice as apple are not really supportive.

I’d first like to say that I never had to deal with apple customer service and I feel a bit like I hit a wall as they sound very stubborn. Here is the situation:

I felt like the battery of my iphone x doesn’t keep it’s charge as before. I did a test, I was at 92% of battery capacity 2 months ago and now I’m at 86%.

therefore I went to an apple store (stratford london) and asked if I still could change it for 25£. It was end of December. I also asked if the price will still be 25£ even if the appointment is early Jan. They said yes, as I book before end of December.

next day I call apple support, book an appointment. The guy offer me either the 4th or the 5th. I choose the 5th (so today) as it suits me best. I also ask again the question and he confirmed, as I booked the 30th of Dec I only will be charged 25£ Although the appointment is in Jan.

today I travel to regent street, booked in for the appointment. The guy tell me they’re no problem to change the battery and it’s gonna be 65£.

i told him I’ve been confirmed it’s going to be 25£ As I booked before the end of the promotion period.

the guy ask his manager, nothing we can do, it’s the 5th and regent street did it until the 4th. I asked them to send me an email with this specific note and they did. Regent street would have change my battery for 25£ if I came yesterday but today nada!

how is it possible that I haven’t been told so before? I would have book the 4th.

I called apple support where I’ve been told they can’t do nothing, as it was until the 31th (why is regent street doing it until the 4th then), and anyway That wouldn’t have been possible as my battery is above 80%.

I tried to push, saying it’s their internal communications that is wrong and I’m not supposed to know that Regent st wouldn’t do it after the 4th, also I added that when I booked I’ve been confirmed that it would be 25£ and the conversation was recorded, I’ve been told the answer is definitive and the operator kept selling me a battery and 65£ and some tips to keep my battery healthy (the joke!).

I Feel pretty disappointed. Not much by the fact that I now would have to spend 65£ but more by the fact that they customer service was so poor and I was left alone with my problem, made the journey to the store, to not even have another apologize than « my colleague was wrong » or a good gesture from them. Myself working in retail it sounds really disappointing.

now for people who had to deal with them before, what else can I do? Am I forced to accept that answer or does it sounds reasonable to try to push more? I really haven’t done any mistakes, and I felt rejected from they customer service like I am a pain.

Who is wrong/right, the first person in apple support who confirmed me I can change it for 25 as I booked before the 31th?
The apple store telling me they would have accepted until the 4th?
The second apple support telling me it was until the 31th and even that I couldn’t as my battery health is more than 80%?

I mean I’m the client, they all have they own versions and I just got to deal with it? Doesn’t sounds right to me.

thanks in advance for any Advices
rob

 

[Mr_Brightside_@]

If you didn't get it in writing, you're likely SOL. The program was offered for more than half the year, and you waited until the very end of the year to use it. They were slammed doing the replacements so it's not surprising they didn't have apts available until Jan.

 

[Breezygirl]

If you didn't get it in writing, you're likely SOL. The program was offered for more than half the year, and you waited until the very end of the year to use it. They were slammed doing the replacements so it's not surprising they didn't have apts available until Jan.

The bigger issue is staff giving inconsistent information to their customers, equals bad training and bad service.

 

[willmtaylor]

They’re actually known for being quite flexible—much moreso than almost any other competitor. This forum has been littered with examples of this through the years.

However, you waited too long to book your appointment, so that’s on you.

It’s unfortunate that an employee was misinformed as to the fee, but you’re the one who waited so long to book it.

 

[Robi88]

Hello,

Thanks for the answer. Myself working in retail I can tell you one thing, I might have waited too long (I bought the phone from a friend end of October, that’s the reason) the promotion ended the 31th and I’ve booked before. The proof is that regend street would have done it at 25£ until the 4th. Late yes, but still within that period of time apparently.

So the first information I received saying as long as I booked before the 31th I’ll be able to change in for 25£ seems to be right. Now I don’t get why regent st don’t at least finish the week and end a Friday, neither I understand that I haven’t been told before.

Honestly as I said, what annoying me it’s not that I’m not able to change my battery for that price, it’s that I did the journey there for nothing and I really feel like no one wants to listen.

Where I work, if a client is misled and we have proof we did give wrong information, at least we make a good gesture and don’t send it back home like a kid that came to beg for a candy.

 

[Mr_Brightside_@]

But do you have it in writing that they would honour the price on the 4?

 

[Robi88]

But do you have it in writing that they would honour the price on the 4?

I don’t and I know I can’t prove nothing without. when you book an appointment they don’t specify any price on the confirmation email.
I’m not even sure I can be bother trying again but just that basically they can say anything to they client, make them make the journey to an apple store and then just take they words back.

Also, the last operator from apple support told me they won’t change it anyway as it passed the test. I thought it has been confirmed by apple that anybody could change they battery no matter what?

Edit: sorry, I understood wrong. What I have on paper in that yes, they would have done it the 4th. That’s an email post appointment from regent street store. I booked for the 5th.

What I don’t have is an email prior my appointment saying they would do it for 25£ the 5th. That has just been confirmed through the phone

 

[Tsuchiya]

You could speak to someone at the initial store as that is where you were told you could have the battery replaced for £25, and refer to the appointment you made as well to confirm you did it ahead of the New Year.

 

[Robi88]

You could speak to someone at the initial store as that is where you were told you could have the battery replaced for £25, and refer to the appointment you made as well to confirm you did it ahead of the New Year.

That’s what I’m thinking to do, although I’ve been busy and we’re the 10th already. I don’t have much hope. I’m just disappointed but the lack of communication in between the stores and the apple support.