Long wait time for iPhone repair due to Apple Watch

[eliehass]

I dropped my iPhone today and messed up the screen pretty bad. In the past I have been able to schedule same day apple store appointments, but right now I can only get an appointment for someone to look at my phone 5 days from now.

I was told that the issue is all the Geniuses are booked with Apple Watch try on appointments.

I am a fan of the Apple Watch (pre-ordered one myself) but I think the fact that try ons are tying up so many of their employees that they can't schedule a repair in a timely fashion is ridiculous.

 

[Newtons Apple]

I agree and I would be mad like you. Especially with the watch no being delivered for months.

 

[maflynn]

Why are they using Geniuses for sales and not support/repairs.

I'd be upset too, I'm not liking how apple is managing their stores right now.

 

[eliehass]

I agree and I would be mad like you. Especially with the watch no being delivered for months.

Yup, it's really upsetting. I'm left with an unusable phone for the next 5 days. This is my first time being left this unhappy over a customer experience from Apple. A big part of the reason I bought into Apple and AppleCare+ was the Apple Stores and the ability to quickly walk in and get a repair instead of having to wait days or weeks.

 

[madsci954]

Maybe it's your store? I tried booking a Genius appointment for an iPhone, I could get in tonight at 7 pm (it's 9am here now). Also lots of openings for the next few days.

 

[eliehass]

Maybe it's your store? I tried booking a Genius appointment for an iPhone, I could get in tonight at 7 pm (it's 9am here now). Also lots of openings for the next few days.

There are 4 Apple stores in my area. All are booked solid.

 

[Chris.]

That is very odd to use Genius Bar staff for Watch try ons. I guess there is high demand.

 

[Phone Junky]

Dropped my iPhone 6 Monday. Went online and set up genius appointment. I mistakingly thought it was for 1:40 that day but it was actually 1:40 Thursday. When I showed up, the person at the door checked for my appointment and said I didn't have one. That's when she told me to look at my confirmation email and there it said Thursday. She then made me an appointment for 45 minutes from then. After a total of 2 hours, I walked out with a new phone.

Dropped the phone and shattered the screen at 12:45. Had the new phone at 3:20.

 

[tonyy]

Apple using all or most of their resources for the Apple Watch is a huge mistake. After-sales service should not take a backseat to new products.

A current customer (OP) shouldn't have to wait 5 days for his phone to be functional again because of someone that wants to try on and take a look at a watch. That's ridiculous. I hope Apple gets wind of this and allocates their staff appropriately.

OP, it wouldn't hurt to email Tim Cook letting him know your situation. Who knows if it will do anything but it's worth a try.

 

[Cergman]

Yup, it's really upsetting. I'm left with an unusable phone for the next 5 days. This is my first time being left this unhappy over a customer experience from Apple. A big part of the reason I bought into Apple and AppleCare+ was the Apple Stores and the ability to quickly walk in and get a repair instead of having to wait days or weeks.

If you have AppleCare+ then definitely setup an express replacement. Call or chat with the support team online here and they'll overnight you a new phone.

Make sure they waive the fee as the service is included with AppleCare+. I've been told it wasn't included several times even though it states it on their site. If they try to charge you $29, refer to the 4th section of this document.

 

[rui no onna]

Yup, it's really upsetting. I'm left with an unusable phone for the next 5 days. This is my first time being left this unhappy over a customer experience from Apple. A big part of the reason I bought into Apple and AppleCare+ was the Apple Stores and the ability to quickly walk in and get a repair instead of having to wait days or weeks.

Agreed. Walk-in warranty repair and replacement is one of the reasons we stick with iOS devices. Dedicating all their resources to the Apple Watch and pushing back warranty servive doesn't make for good customer experience.

 

[titans1127]

Its been like this for at least 2 months now. I'v noticed it get worse over the last 3 weeks or so. Anytime I go to make an appointment for a customer it used to be same day or within 2 days. Now its always 4 days and what makes no sense is there are 4 Apple stores within 30 miles of the ATT store I work at. Are the stores getting that much more traffic or the Geniuses are actually being used for other things?

 

[rui no onna]

Its been like this for at least 2 months now. I'v noticed it get worse over the last 3 weeks or so. Anytime I go to make an appointment for a customer it used to be same day or within 2 days. Now its always 4 days and what makes no sense is there are 4 Apple stores within 30 miles of the ATT store I work at. Are the stores getting that much more traffic or the Geniuses are actually being used for other things?

Ah, perhaps Apple cut down on staffing then? Having a ton of same day appointments available suggest their personnel are being under utilized. Still, I think a 4+ day wait time might be too much given Apple's emphasis on customer satisfaction. Granted, that's the spoiled brat talking. Realistically speaking, 4-5 days is still a lot better than the 2 week to 3 months turnaround time I've experienced with other companies.

 

[Lobwedgephil]

Its worse for sure, used to be able to get an afternoon appointment, now its the next day where I live.

 

[FieldingMellish]

It's the nature of dealing with the fashion-conscious buyer and inexperience on Apple's part. For other products, hesitation usually centers primarily around color, ram and storage capacity.

 

[Technarchy]

Why are they using Geniuses for sales and not support/repairs.

I'd be upset too, I'm not liking how apple is managing their stores right now.

I'm not liking the mess Apple is turning into because of Apple Watch. There is so much pretentiousness and obnoxiousness to the whole thing in how it's being sold and presented.

Will be nice when this all dies down in a few months.

 

[Brian Y]

I had an issue with my Mac and there were no appointments available in any of the London stores.

I went into covent garden and they fitted me in - it's ridiculous how difficult it is to get help these days. Not the Apple we used to have.

 

[MsRandall]

Yep I agree - seems to me Apple is moving away from what I loved about them. I hope that's a temporary thing but I always thought I felt lightening cables replacements and screen repairs should have their own reservations

 

[eliehass]

I just walked into an Apple Store to see if I can get any help despite not having an appointment. I was turned away and told that I can make an appointment for later in the week (which I already have).

I miss the days when Apple would simply take you broken phone and swap it out for a new/refurbished model on the spot. No wait time.

I am very upset at the decline in quality of service.

 

[JoeyD74]

I just checked for an appointment and they are three days out. The thing that brought me to Apple was the service, if they feel waiting three or four days for service is acceptable I will be going with a different brand when the time comes.
My phone is my life blood basically and I can't do business without it.

 

[AdamskiUK]

I just walked into an Apple Store to see if I can get any help despite not having an appointment. I was turned away and told that I can make an appointment for later in the week (which I already have).

I miss the days when Apple would simply take you broken phone and swap it out for a new/refurbished model on the spot. No wait time.

I am very upset at the decline in quality of service.

A decline which comes with increased popularity, unfortunately. Short of opening new retail stores, there's little Apple can do. Any decent city will have 2 Apple Stores already, adding more and more seems financially unrealistic just to accommodate peak times such as on (dual) product releases.

I had an issue with my Mac and there were no appointments available in any of the London stores.

I went into covent garden and they fitted me in - it's ridiculous how difficult it is to get help these days. Not the Apple we used to have.

^^^

I always find that this is the case. I've always got to speak to a Genius quickly without an appointment if I needed to.

 

[Brian Y]

I always find that this is the case. I've always got to speak to a Genius quickly without an appointment if I needed to.

It's not always the case though - I've seen people be refused.

The ultimate problem here is that Apple shouldn't be pushing old customers out because they're launching a new product. If you use a Mac for business, waiting a week to get help isn't acceptable under any circumstances.

It's also incredibly frustrating, as a customer, to try to get help and be told "No appointments available".

 

[C DM]

It's not always the case though - I've seen people be refused.

The ultimate problem here is that Apple shouldn't be pushing old customers out because they're launching a new product. If you use a Mac for business, waiting a week to get help isn't acceptable under any circumstances.

It's also incredibly frustrating, as a customer, to try to get help and be told "No appointments available".

Is it much different in various other aspects of life? With many businesses something like walk-in or same-day appointments aren't something that even exists.

 

[uid15]

When does getting angry EVER progress you? Just be patient - people can only do SO much, at least Apple care about their products and customers. Yes, it can be frustrating, that's life at times, however

 

[rui no onna]

Is it much different in various other aspects of life? With many businesses something like walk-in or same-day appointments aren't something that even exists.

Thing is I reckon one of the reasons people are willing to pay a price premium for Apple products is because of the expectation of excellent customer service. I sincerely hope they don't move away from that paradigm and become just like most other tech companies in terms of customer service (or lack thereof).