Hi everyone,
I didn't go to the Apple store on Saturday as I had said on Friday. I had decided to get an appointment with an Apple Genius for Sunday (that is, today) in case they made a fuss about it. I didn't want to have to go all the way and come back with no luck for such a reason.
So, I went to the Apple Store, spoke to the employee there about how I wanted to see the Manager. He asked me as to why I needed to see the Manager and why he couldn't solve my problem. I told him what had happened. He went to the back of the store and got the store manager to speak with me in no time. I explained to him the entire thing once again. I asked him to check the CCTV recordings for Friday to confirm that I wasn't just making this up.
He listened to me very patiently, and said that he believed me as to what had happened. He said there was no need to escalate the situation to the level of checking out CCTV recordings for what he considered an issue that could be resolved on the spot.
He then asked me as to what exactly was that I wanted. I told him that although the employee was rude to me and slammed my phone etc, etc, I didn't want him to get fired or anything serious. Just that when he's given an opportunity to work for a company like Apple and maintain their brand name, he should try his best to do that. And I obviously wanted my iPhone 5 replaced for one that didn't have any defects out of the box. I also told him that I'd prefer a white one in exchange if possible.
He said he'd make sure that the employee gets the message. He also tried to explain why such an incident might have happened. He said that the store employee might have lost his cool for a second there as its been very busy and taxing for the employees since the iPhone 5 was announced. He said he'd call the employee and have him apologize to me if he wasn't busy with another customer and in turn, he himself apologized to me on the employee's behalf. Regarding the phone, he said I'd have to wait about 5-10 minutes while he went back and had a look if he had something available for me because they generally didn't.
In about 5 minutes, he came back with a sparkling white iPhone 5 32 gig! He took my black iPhone 5 16 gig in exchange. He said that I wouldn't be able to return the phone to my carrier if I wanted to, and he hoped that I wouldn't have to now since he gave me a free upgrade and the color I wanted. He also said that they don't ever do the color exchange bit because of complications caused in their inventory. Lastly, he said that customer experience and customer service is very important to Apple. As I left the Apple store, I was surprised with their level of commitment to customer satisfaction to the point that they'd be willing to shell out a 32 gig in exchange for a 16 gig device. Very impressed I must say, in spite of my previous first time experience. In this case for sure, first impression will certainly not be my last impression about Apple's customer care.
For all the trolls out there or people who didn't believe me, I don't really care as to what you guys think of me. It's pretty sad that you did think in such a manner. What was even more sad about your comments was that you thought that the android troll would put in so much effort just to plant a story such as this. And go to the extents of replying to individual messages even! lol .. this actually made me laugh. *shakes head*
And for all those who supported me in this thread and gave your suggestions, a big hearty thank you to you guys. Because of your suggestions I gained enough motivation to go back and fight out my case and it resulted in a great free upgrade for me. It's because of you guys that the internet world is not entirely stupid and very helpful in most ridiculous of times. And yes, you'll see me quite a bit around here from now on because I feel that some newbie users could do good with a little help from me if they were to post any of their griefs about Apple or any of their products.
May help if you post your experience here
http://www.apple.com/retail/feedback/
Clicking on the link seems to open iTunes for some reason, at least on my iPad Pasting the link in the address bar does however take you to Apples retail feedback page. I have no experience with it my self, just seen it recommended in similar situations.
Now that I have my issue resolved, I don't think there is a need for this. But thank you for your suggestion. Giving a feedback never crosses my mind because I feel that no one would read them really. But I guess Apple would.
http://news.cnet.com/8301-13579_3-57519607-37/iphone-5-users-complain-of-static-lines-on-keyboard/
An apple store employee is put at the brunt of every screw up corporate makes. Cut them some slack. They don't make a ton of money and they are asked to solve the problems created by the six figure pencil pushers.
While I agree with you to a certain extent, they did
choose to do this job, no one is forcing them. When I work, I don't let my personal differences with anyone keep me from maintaining the quality of the product or name of the company I work for.
Some of you are absolutely ridiculous. Its actually bordering on the line of pathetic.
You think some android fan is gonna waste his time to come on here, create a fake story and take the time to type it all.
What I love is how some of you think that the genius bar can do no wrong.
Youve had a great experience? Good for you. There are tons of people who have had a bad experience.
Ive had many bad experiences at the genius bar. Ive also had many good experiences. It happens. The genius bar isnt God's workers. In fact, many of them are arrogant who think their **** doesnt stink.
Seriously, the same sheep who said theres no problems with maps, its being overblown, fandroids are creating this hysteria, etc.
Yeah its being overblown so much that Tim publicly apologized for how crappy maps is.
Seriously. Pathetic.
Exactly, some people find it hard to believe/accept the fact that if they have had a good experience with customer service in their city and in the particular store that they visit, no other store among 100s of thousands of stores across the entire globe could be servicing their customers at a level below that they have experienced.
