Need some advice here...first time I have been disappointed with Apple CS!

Discussion in 'Apple, Inc and Tech Industry' started by SRLMJ23, Aug 12, 2014.

  1. SRLMJ23 macrumors 68000


    Jul 11, 2008
    New York
    So, I had called Apple Customer Service a month or so ago because the Camera on my iPhone 5s had stopped focusing.

    I am a medical resident, so:

    1. I have no extra time at all.

    2. I could not mail my phone in because it is my only phone and I need for when I am on call etc...

    3. I could not have Apple send me a phone in the mail first, then mail my old phone back because I simply did not have the money in the bank that Apple would have put a hold on.

    So, the phone needed to be replaced, I mean the pictures looked terrible and it happened at the worst time, because my cousin was getting married and I could not take photos or video.

    So, my closest Apple Store is 1 1/2 hours away. I barely get any days off, and I had to get this phone replaced. So I drove out to the Apple Store on a day when I was on call (which if you get a call to come into the hospital, you have to be there within 15-30 minutes) so thank God I did not get a call-in but if I did I risked being severely punished.

    So because of the MASSIVE inconvenience that this caused me, not only from the phone but having to drive 1 1/2 hours away while on call, which means I was working.

    So this Apple CS offered me a refurbished iPod Touch 4th Gen. 8GB. I said no because I already have a 5th Gen. iPod Touch 32GB, plus a iPod Video 5th Gen. 32GB. So why get another one, especially one that will not even run iOS 7?

    So he asked me if there was anything I would like that they might be able to accommodate me with to make me happy.

    Well, my iOS & OS X Developer accounts had just expired probably 3 months ago or so, so I asked if there was anyway he could give a free Developer Account for both since then I could test out iOS 8 and OS X Yosemite DP's.

    To my surprise he said he could "certainly" do that and he would email me a link with all the information I needed in it to activate those accounts. So, we hung up and that was that.

    Well, I never got an email at all. I waited days, weeks, and then today I called back and asked what was going on? Then a Supervisor gets on the phone (after I had explained everything to the first customer service woman) and he told me what the man offered me that day could not be done. Well, as you could imagine I was a little bit mad about that. He said he could do nothing more now since anything would have been had to be handled that day (doesn't sound right to me, does it to you?) so I asked well, can you at least maybe send me a 15 or 25 dollar iTunes Card. He said no, much to my amazement. So, basically I could have had a brand new (well refurbished) iPod sitting next to me that I would not have opened and probably just have sold or given to a family member or something, and now I get nothing. Very unlike Apple.

    I am not someone who looks for things for free. I own many several Apple products, and just to state: I pay cash for all of them, no credit cards or financing.

    So, I wondering what you here at MacRumors thing of what happened to me, and what your response and actions would be? Would you just let it go, or would you fight a little more?

    I mean, I feel like I was at the worst lied too, and at the best, the customer service agent I talked to did not know he could not give free Dev. Accounts? Either way, I was told something that was not true, and mislead. I would have taken the iPod had I known I would get nothing.

    I really wanted to test OS X Yosemite DP's (not public beta) and iOS 8 Betas, to test the new Continuity Features and Handoff, and just get to know both new OS's. I refuse to test the Beta's and DP's ILLEGALLY.

    So, how would you feel, what would you do?

    Thanks in advance for any responses!
  2. MacDawg macrumors Core


    Mar 20, 2004
    "Between the Hedges"
    I'm sorry, I thought this was a question about an iPhone 5s with a bad camera?
    Was I mistaken? Did you get it replaced?
  3. D.T. macrumors G3


    Sep 15, 2011
    Vilano Beach, FL
    I _think_ they got the phone replaced, but then because they drove 1-1/2 hours, the Apple rep offered them a free iPod Touch?

    Then, this person with no free time, spends additional time trying to resolve some issue with a free account/service they shouldn’t have even been offered in the first place[?]

    If that is the case, my answer to the OP: you got your phone replaced, move on.

  4. firedept macrumors 603


    Jul 8, 2011
    You got you phone fixed or replaced? If so, then CS did their job. You should have grabbed the iPod offered, instead you wanted something different. CS rep did not have all their facts straight about what they offered you and you missed out. No need to stomp you feet, just carry on and consider it a lesson learned.
  5. bigjnyc macrumors 603


    Apr 10, 2008
    Wait a minute so its Apples fault that you don't have time or that you don't have money in your account? How was this an inconvenience? it wasn't their fault that you couldn't use any of the available options, its a result of your schedule and your lack of funds. unfortunately Apple can't build an apple store in every single neighborhood in the country, so the fact that you had to drive was not their fault either.
  6. Aspasia macrumors 65816

    Jun 9, 2011
    Halfway between the Equator and North Pole
    I would have picked up a cheap Tracfone ($10) just to cover the work and any personal calls, mailed the iPhone in for repair/replacement, and used my iPod Touch 5G for the wedding photos in case the iPhone replacement didn't get back in time.

    The Touch can do everything the iPhone can, except for the phone calls, and should contain all of your information, calendar, contacts, etc.
  7. Mr_Brightside_@ macrumors 68030


    Sep 23, 2005
    Assuming Apple swapped your phone, you have nothing to complain about, sorry.

    Apple does not control your life, career, etc, so while your options were limited, the fact that they were even offering you something else should have been enough.
  8. DeltaMac macrumors G3


    Jul 30, 2003
    No extra time - -
    Yet - you want a free developer account so you can play around with developer previews?
    Why not just wait to test when the new OSes are released to the general public (and you don't have to waste your time with preview versions that may have serious bugs… Remember, you have no extra time… :D )

    And, still no extra time, yet you made taking pictures (and video) as some priority, when (I bet) someone else WILL also be taking pictures at that wedding… (Unless the wedding party are paying YOU to take pictures - on your 'phone, right?)
  9. rdowns macrumors Penryn


    Jul 11, 2003
  10. SRLMJ23 thread starter macrumors 68000


    Jul 11, 2008
    New York
    Yes, I did get my phone replaced...which I was very happy about.

    However, none of you think it is wrong that when someone offers you, not even offers you, says you will have it "in 6 hours or the next day," and then you get nothing, that is right?

    I did not take the iPod because I have two other iPod's, why do I need another one (plus one that is inferior to the one I own now, and cannot even run iOS 7?!) So when I told him I already had two iPod's with MUCH bigger capacity the CS asked if there was anything I would be happy with and to name it and he would SEE what he COULD DO.

    So, I figured why not get my Developer Account back? I said that to him, and he put me on hold for about 3 minutes. Came back, and said that "is not problem at all." He said within the day, or the next, I would receive an email with a pre-made username, and password of which I would have to go in a switch to something of my liking.

    To you ALL of you that is not wrong? I strongly consider that terribly bad form.

    Anyway, it is over and done with and does not seem like pressing any further matters.

    Oh and to the ones who say because of my time restraints I could not test out the betas and DP' do realize Medical Students/Residents use their phones and laptops ALL the time. So I would be able to do my work on them, test at the same's called multi-tasking.
  11. Meister Suspended


    Oct 10, 2013
    :apple: offered you a free iPod? :eek:

    Can you tell me how you did this?
  12. DeltaMac macrumors G3


    Jul 30, 2003
    SO - Dr. Multi-Tasker - sounds like you need a plan B, with spare phones, etc.
    It's important for someone in your profession to be prepared for tech disasters.
    Sometimes you get hardware failures, or at least glitches, and you do need to allow for that, too. Such as:
    Phone A fails, pick up Phone B, and move on. Get Phone A repaired/replaced on some else's schedule - not yours. That might result in lower frustration levels for you, too.
  13. IndoX macrumors 6502

    Oct 12, 2011
    IMO they shouldn't have offered you anything in the first place. Your inconvience is not any more important than the other people who also have to go to the Genius Bar to get their products repaired or replaced.

    Your statements read: I got my device fixed but I didn't get anything out of it! BOO.
  14. TWO2SEVEN macrumors 68040


    Jun 27, 2010
    Plano, TX
    If your phone and laptop are required for your work, it seems like testing a beta on either would not be a very good idea.

    Next time, take the iPod. You could have sold it, used the money to renew your developer account, and had some left over.
  15. eww7633 macrumors regular

    Dec 15, 2008
    OP, you are the worst kind of customer. Apple offers repair options. They can't invent a new one for you because you are "too busy". No one can air drop a new phone to your house. If getting your phone repaired was that important to you, you'd make time.

    You shouldn't have been offered anything for free. You are the type of customer that everyone hates, seriously. No one wants to help you. No one feels bad for you. You are an annoyance. Not looking for something free... right.
  16. Tsuchiya macrumors 68020


    Jun 7, 2008
    Ignoring everything else, if in the end a CS rep agreed to renew your developer accounts then they should have delivered. It wouldn't really cost them anything (unlike the iPod) and would've generated a fair bit of goodwill. That they didn't sucks and the inconsistency in what each rep has said would be frustrating too.

    Though honestly I'm surprised that they offered anything at all :eek:
  17. Meister Suspended


    Oct 10, 2013
    Thank you!

    This is the only reasonable post in this thread. The rest of the folks seem to be jealous and trollin'.
  18. eww7633 macrumors regular

    Dec 15, 2008
    Nope, just have to deal with entitled jerks like you everyday.
  19. Meister Suspended


    Oct 10, 2013
    You do know, that I am not the OP?
  20. theSully macrumors newbie

    Apr 25, 2013
    This is a great example of why you should have a credit card, even if you don't use it.

    (besides the benefit of building credit and the wisdom of being prepared for emergencies)

    Ask to speak to tier 2/a senior advisor and then be a pain in the ass.
  21. jeremysteele macrumors 6502

    Jul 13, 2011
    Works every time. Whenever I call any customer support these days I ask for tier 2 or 3 asap. At the very least it speeds up the process considerably.
  22. theSully macrumors newbie

    Apr 25, 2013
    If you speak Spanish, that's even better. Spanish agents tend to be friendlier, more helpful, and care more. I suspect because they're better paid and treated better, generally(harder to hire, often cross trained, so even harder to replace)

    Or at least, they're better actors. I don't care either way.

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