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Is Apple losing their touch of customer service? Very disappointing experience...

They really are terrible. The other day, my fiancee went in with her 3GS because it was vibrating randomly. They took it, asked her what was wrong, checked her warranty only to find out that she was 1 week from expiring. So, they took a new 3GS, replaced hers within 5 minutes, and then we were out the door!

HORRIBLE EXPERIENCE.
 
theperipheral said:
They really are terrible. The other day, my fiancee went in with her 3GS because it was vibrating randomly. They took it, asked her what was wrong, checked her warranty only to find out that she was 1 week from expiring. So, they took a new 3GS, replaced hers within 5 minutes, and then we were out the door!

HORRIBLE EXPERIENCE.
Click to expand...

And that relates to this experience how??? :confused:
 
What you may want to do is:

Call Apple support, they pretty much supersede what the Apple store does. If they put a note saying to open a brand new iPhone box and give you a brand new iPhone then they'll do it! See what happens after explaining your issues thus far. I've had luck this way when things went wrong with reps including a store manager at an Apple store. After speaking with Apple phone support, they put notes in the system, those notes were honored, going over the head of the manager at the local Apple store. Best luck!!
 
DroidRules said:
Basically you're upset because Apple couldn't help you because they were following the rules.

Sucks you're having issues but if you buy it from a.co, you must ship it back to get your replacement.

This quote for me is very telling "he was apologetic, but refused to break as they have done so often in the past." So in the past they went above and beyond to help you by "breaking" aka doing something for you they didn't have to do....... and now you want to take advantage of their good will because they "broke" in the past and did what you wanted?
Sorry you're having problems but sometimes you just won't get your way.
Click to expand...

His brand new phone has a yellow tinted screen. That is obviously a factory defect. If Apple has the phones on hand why shouldn't they replace it? They should it's called good customer service and no matter where he bought it or ordered it it's still APPLE. You can get Applecare no matter where you buy their phone so why shouldn't you be able to return a defected phone you just bought to the store for replacement? He been in the store 3 times? told him his iPhone 4S 64G is there for him and he gets there and no phone??? but make sure he sees the the phone he think he is getting ya know the one they told him to come in and exchange, gas isn't all the cheap to be going on wild goose chases being promised something and then denied. After the two other mishaps I think they should of bent backwards for him if they value customers. And exchanging a defected product you just bought isn't bending the rules or doing you a favor.
 
Wow, maybe the twits that are ragging on the op should hang out on twitter instead where the 140 character limit shouldn't tax their attention span too much.

OP, I thought it was a good, well put together read. I had a similar experience at Guitar Center. I hit their website for feed back and let them have it. I find out the manager reads the site's feedback and read my letter to his gang in their Saturday meeting. End result: The manager personally called me, invited me to the store and gave me the guitar I was looking at for half off.

Usually, the Managers care about customer problems like this.
 
jjlannoo said:
Condense that
Click to expand...

1.) OP noticed washed out screen on his Verizon IP4S; genius recommended allowing phone to cure for 2 days.

2.) Noticed no difference in screen quality after time, Genius switched out for a new iPhone with a perfect screen after OP got permission from boss (company phone?), but could not connect

3.) Figured out no connection because OP was given a Sprint phone. Returned phone for original phone and was later told they have a 64GB replacement

4.) Made trip back to Genius bar, but turns out they didn't have replacement and apologized. Very disappointed OP

5.) You're welcome

-C
 
Charadis said:
1.) OP noticed washed out screen on his Verizon IP4S; genius recommended allowing phone to cure for 2 days.

2.) Noticed no difference in screen quality after time, Genius switched out for a new iPhone with a perfect screen after OP got permission from boss (company phone?), but could not connect

3.) Figured out no connection because OP was given a Sprint phone. Returned phone for original phone and was later told they have a 64GB replacement

4.) Made trip back to Genius bar, but turns out they didn't have replacement and apologized. Very disappointed OP

5.) You're welcome

-C
Click to expand...

Nicely done.:D

Thank you.

(Of course, since I didn't have the patience to read the whole thing, I have no idea if your précis bears any resemblance to the OP's "War and Peace" post. But it works for me. :D ;))
 
Thanks again guys, I really appreciate the supportive posts on this. It's obvious trolls have to jump in with their nonsensical troll selves to post troll things. I have no intention to edit how I write, so if you take issue with the long length of a post I may occassionally write, there is a tool here to ignore a user....please utilize it ;)

I have to be clear, I anticipate this being an isolated incident. I arrived a week after launch week to a very busy store that still has lines to sell these. Mistakes happen all the time, but the way this was handled was not right no matter how you look at it, and if they hadn't done anything wrong, they wouldn't had apologized so much when I walked into the store today to finally pickup the iPhone replacement.

So the good news is, the situation appears to be rectified. The screen is nice and white and clear just like Apple markets the retina display to be. :D Thanks again to all who showed empathy.
 
With the uninspiring 4s refresh and the insult of an update for iPod touches, I can expect Apple to be taking some profits.

I'd expect customer service to follow that trend. Case in point, the new rigid damage policy for iPhones.
 
theperipheral said:
They really are terrible. The other day, my fiancee went in with her 3GS because it was vibrating randomly. They took it, asked her what was wrong, checked her warranty only to find out that she was 1 week from expiring. So, they took a new 3GS, replaced hers within 5 minutes, and then we were out the door!

HORRIBLE EXPERIENCE.
Click to expand...


I love how people take their own experience and use to minimize or even disqualify everyone else's. "My battery works fine", so there isn't really an issue, people are just picky. I happen to get a good associate at apple, so you could never possibly get a bad one, being 2000 miles in another state and all.
 
The manager and the Geniuses are swarmed with many people's different requests, so it's possible they just wanted through the requests as quickly as possible sometimes providing less than par service leaving some customers like yourself with a sour taste. It's sometimes best to be as understanding as possible in times like these.

Anyways sorry to hear that the store hasn't treated you as great as they're expected to.

Good to know you're issue has been resolved.
 
Glad everything worked out for you in the end :) Very happy for you!

I'm sorry about your experience...I could only imagine the frustration!! :) Here's to hoping for a perfect phone by this time tomorrow! Cheers
 
Wow that does suck OP!

i cant belive that gave you a wrong phone and would not correct it ASAP!

Also some you posters are real A$$holes!
 
I'm glad to hear it's going to work out, OP. I've gotten less than stellar customer service from Apple stores before, but thankfully the good experiences have outnumbered the bad.
 
OP, your OP is fine. It's a long story folks, it happens. I would rather know the whole story up front than spending the next three pages going back and for with the OP getting the details we need to know the situation.

I would get on the horn with Apple and escalate this. That is completely uncalled for. The first tech was plain wrong. The later techs sound like they did your job but gave you the wrong phone and it just went downhill from there. At the end it sounds like they just didn't want to lose another sale on a hot phone with a fat margin. Certainly not what I would expect from Apple either. Let us know how it turns out.
 
sweetbrat said:
I can't tell if your post was meant to be funny or not, but it didn't sound like it, and I keep reading stuff like this from people. I'm sure Tim personally hired every single Apple Store employee. What is it with the snide comments directed towards people that are in no way involved with this? Steve passed away, someone else took over. Give the guy a chance, and don't blame every bad Apple Store interaction on him.

The OP had a bad experience. It happens from time to time. It's still the exception, not the rule.
Click to expand...

I was joking. :)
 
JRoDDz said:
Is that the first chapter of your novel? Can we get the Reader's Digest version?
Click to expand...

Are you people for real? It took me maybe 2 minutes -- if that -- to read the whole thing.

Charadis said:
4.) Made trip back to Genius bar, but turns out they didn't have replacement and apologized. Very disappointed OP
Click to expand...

Clarifying point: as I understand the story, OP was actually presented with a brand-new retail-boxed Verizon phone equivalent to the model he was swapping out (64GB Black), so they obviously had stock of them when he came back in after receiving the call, BUT after the store found out he had purchased his phone on-line, they confessed they didn't have *replacement* units available (the "white box" phones) and refused to fulfill his replacement request using the retail box phone they brought out for him moments before, making him wait instead until they received more stock of the "white box" packaged version. Which is kind of silly of them if you stop to think about it.

I think that was the primary focus of the story.

OP: Very glad to hear that things have now been solved to your satisfaction.

-- Nathan
 
just got back from genius bar, refused to address my battery problem because i had 2 replacements. Got it on the first day of release home button wiggle up and down left and right called apple and they sent me one with dead pixel and wiggle home button, took it back to genius bar right away and right now end up with serial# started with C38 worst battery life ever, 9 hours standby 2 hours usage now its 16 percent left everything is off. gonna return to ATT and wait for next batch... GENIUS BAR very rude....
 
Glad it finally worked out for u OP...End of the day, Apple "usually" does the right thing for the customer...I've had mostly very positive experiences and the few that didn't go so well, they were very apologetic and did something nice for me...
 
Long story short; don't fuss about the small details like a yellow or blue tint to your screen. Because something a LOT worse might happen to you.
 
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