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Lady going crazy at Apple store

well, i don't know how fair it is to upload just that bit of the whole scene.
i can say that i flipped once at a cellular provider - they charged me extra $250 (i kid you not) and even though they acknowledged that it was their mistake they only offered to reimburse me for half ($125) because "the computer won't let us". so yeah, i was nice and all for the first 2 hours (...) but after seeing 5 representative, just to get to the so-called manager, whom i wouldn't trust managing an ant farm, saying that that's that - i just lost it. was kinda funny now when i think about it:D

so yeah, maybe she's a special snow-flake, but cant place judgment based on that video.
 
Rossatron said:
well, i don't know how fair it is to upload just that bit of the whole scene.
i can say that i flipped once at a cellular provider - they charged me extra $250 (i kid you not) and even though they acknowledged that it was their mistake they only offered to reimburse me for half ($125) because "the computer won't let us". so yeah, i was nice and all for the first 2 hours (...) but after seeing 5 representative, just to get to the so-called manager, whom i wouldn't trust managing an ant farm, saying that that's that - i just lost it. was kinda funny now when i think about it:D

so yeah, maybe she's a special snow-flake, but cant place judgment based on that video.
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Agree. I think we have little info as to what caused this. I hate the little Vine videos. Should have recorded an actual video on your phone, so then we could see what set her off. I am not here to judge her. Nor was that the intent for posting the video. I just thought it was funny watching this women go crazy in front of all those people. I am sure she is not very excited that the video is all over the Internet today.
 
bri1212 said:
I have a big problem with this attitude. "I did something that voided my warranty , knowing it would void my warranty, and I still expect you to do warranty work on my product."
Regardless, of the fact that the damage has nothing to do with the work that voided the warranty, they have no reason to fix your phone. Their product warranty has already been voided.
They may choose to fix or replace your phone, but they are not required to.

In regard to CS, Apple still is voted highest customer satisfaction in CS, by several polls. They must be doing something right.
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Don't care that you have a problem with that attitude. Say all you want, the thing that "voided" the warranty had nothing to do with the issue for which I brought it in for replacement. If I had dropped it, sure no expectation for replacement. Power button was bad for a few weeks but didn't want to lose my JB so when a defective h/p plug (apple headphones) causes my phone to not work properly I take it in and fully expect a replacement. Already covered the dust under the screen issue. If I could of possibly caused either issue by my own actions I would most certainly pay for an oow replacement as I've done many times before.
 
There's definitely more to this 6 second Vine video. I can imagine it being frustrating when one rep. tells you one thing and you go to the store and they don't follow up.
 
ZombiePete said:
I generally try to reserve judgment in these cases because we really don't know the whole story, but frankly we are fast becoming an incredibly narcissistic society. From people calling the cops because Burger King didn't make the happy meal properly to actually, gasp!, having to wait in line like regular schlubs, everyone thinks they deserve special treatment.

I'm not sure what the root of the problem is, but all of our kids are going to grow up nuts if we don't stop treating them all like they're special little snowflakes.
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It's too bad assault is a crime regardless of how the person is acting :rolleyes:

Hope this lady one day is forced to learn the meaning of respect :mad:
 
waa1futs said:
It's too bad assault is a crime regardless of how the person is acting :rolleyes:

Hope this lady one day is forced to learn the meaning of respect :mad:
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Assault? I only saw her slap the handle of her stroller and look like she was talking pretty loud. Looked annoyed, but hardly thought was going crazy or pulling a hissy fit. Maybe I've seen too many internet videos of people being attacked over the McDonald's counter and such, lol.
 
waa1futs said:
It's too bad assault is a crime regardless of how the person is acting :rolleyes:

Hope this lady one day is forced to learn the meaning of respect :mad:
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Yup, overacting to an overreaction totally makes sense. :eek: :rolleyes:
 
How is getting loud a form of assault? She does hit the bar of the stroller, but never does make a move towards the employee. At least, not during this clip.

We do not know what led to this. It may well be "special snowflake" mentality, or it could be the end result of dealing with a "Genius" who is anything but. Either is equally possible. Yes, over all Apple has far better than most customer service. But even they still manage to get people who should *never* deal with the public in any capacity.
 
HidingAmatanth said:
We do not know what led to this. It may well be "special snowflake" mentality, or it could be the end result of dealing with a "Genius" who is anything but.
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Sounds like an AppleCare rep (1-800-APL-CARE) told her that she could just walk into the store and get what she needed. I'm guessing the Apple Store employee is telling her that she needs to have an appointment.

That'd happen a few times a month at the Apple Store that I worked out. We'd do what we could to accommodate the walk-in customer ASAP, but on busy days, it could still take over an hour. :/
 
AFDoc said:
PLUS IMHO not having the option to be able to walk in and get taken care of is stupid and a very bad move for CS.
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In the beginning they were just walk in. No time restrictions. You come and could spend two, three, 8 hours with someone getting all your issues fixed.

Which lead to issues with techs not getting their legally required breaks on time, sometimes not at all when the cx wasn't happy with the idea of being handed off or there was no one else. Also issues of pissed off folks wanting for ages to get him.

A basically damned no matter what they do. Perhaps the solution is to make phone support free for the first year and required as a first step. Then they could inform folks what the issue is gmail not apple so the store can't help,that their battery passed testing so no they can't get a swap etc.

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iDuel said:
There's definitely more to this 6 second Vine video. I can imagine it being frustrating when one rep. tells you one thing and you go to the store and they don't follow up.
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Trouble is what Apple Care likely has zero authority over the stores. In fact since the stores are looking at the item directly they probably have the final word.

As since we weren't part of the conversation we don't know what was said and what she heard. They might have said the right thing but she heard what she wanted.
 
AFDoc said:
PLUS IMHO not having the option to be able to walk in and get taken care of is stupid and a very bad move for CS.
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A lot of Apple Retail stores are way too busy to make this possible. The one near me does any and all tech related issues by appointment only and it CANNOT be done any other way, there is simply too much traffic in this store.
 
AFDoc said:
Is it rocket science to have appointments AND someone that covers walk in's?
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"Someone", meaning: one person? There usually is someone on "iPhone repair" (for walk-ins), but with the sheer volume of people coming in every day, "Someone" (meaning: more than one customer) MAY have to wait more than a few minutes. DFUs can be started and set aside, sure, but component replacements, carrier calls for phone swaps, behavior scan troubleshooting: all these things take time. Our FRS's multitask their ass off, but there will ALWAYS be someone still dissatisfied.

Sure, every outside observer THINKS it's easy, but go do the job yourself for a shift. With more and more people becoming like this lady, it ain't easy.
 
anonnymouse said:
"Someone", meaning: one person? There usually is someone on "iPhone repair" (for walk-ins), but with the sheer volume of people coming in every day, "Someone" (meaning: more than one customer) MAY have to wait more than a few minutes. DFUs can be started and set aside, sure, but component replacements, carrier calls for phone swaps, behavior scan troubleshooting: all these things take time. Our FRS's multitask their ass off, but there will ALWAYS be someone still dissatisfied.

Sure, every outside observer THINKS it's easy, but go do the job yourself for a shift. With more and more people becoming like this lady, it ain't easy.
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LoL am I supposed to feel bad for a poor genius having to put up with retarded customers? Try working in the medical field THEN you can cry to me about a poor poor apple "genius".

Yes it is THAT easy to have a person for walk ins.
 
AFDoc said:
Is it rocket science to have appointments AND someone that covers walk in's?
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And how fair is that. Plus if you have both, especially for non emergencies like dropping your phone in the sink, it just encourages folks not to bother making appointments and everything is back to where it started.
 
anonnymouse said:
"Someone", meaning: one person? There usually is someone on "iPhone repair" (for walk-ins), but with the sheer volume of people coming in every day, "Someone" (meaning: more than one customer) MAY have to wait more than a few minutes. DFUs can be started and set aside, sure, but component replacements, carrier calls for phone swaps, behavior scan troubleshooting: all these things take time. Our FRS's multitask their ass off, but there will ALWAYS be someone still dissatisfied.

Sure, every outside observer THINKS it's easy, but go do the job yourself for a shift. With more and more people becoming like this lady, it ain't easy.
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Amen.
Its easy from the outside looking in.
Go behind the counter and you will start going nuts nonstop with no break or even time to run to the bathroom. Place is packed day in and day out.
 
anonnymouse said:
"Someone", meaning: one person? There usually is someone on "iPhone repair" (for walk-ins),
Click to expand...

Doubtful that iphone repair is for walkins. It's likely for things that can't be done on the floor because its not even remotely a clean room. With the move to modular repairs they need that person doing just that or the appointments would not stay on time.

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AFDoc said:
LoL am I supposed to feel bad for a poor genius having to put up with retarded customers? Try working in the medical field THEN you can cry to me about a poor poor apple "genius".

Yes it is THAT easy to have a person for walk ins.
Click to expand...

How about you go get a job at an Apple Store and show them how it is supposed to be done. I bet you can handle at least three people at a time all day long. Plenty of walkins on that scheme.
 
AFDoc said:
LoL am I supposed to feel bad for a poor genius having to put up with retarded customers? Try working in the medical field THEN you can cry to me about a poor poor apple "genius".

Yes it is THAT easy to have a person for walk ins.
Click to expand...

So...you really don't understand that more than one person might walk in at a time, do you? Medical field? Talk about one of the worst places to have to go during a rush period. "Hi, my arm's broken." "Take a seat, we should be able to see you later this week."
 
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