I just want to recommend that those, who live in the Manhattan Beach (LA, CA) area, ask for the manager named Dimas - yes, as in San Dimas of Bill and Ted's Excellent Adventure Fame, if they need to escalate an issue.
I brought two frayed (in pretty typical fashion) cables in to the Manhattan Village Apple Store to try to get them replaced, expecting - at worst - to be asked to prove that I have at least two items, with which they come in the box, that were less than a year old. I was fully prepared to provide said proof.
Background: I take really good care of things; especially cables of all kinds, never twisting, bending, etc.
Unfortunately, the first Apple Store representative I encountered flat out refused, without even inquiring about the proof I was ready to provide. He said that the cables were "too economically damaged" (exact quote; I made sure I remembered it verbatim).
I first asked him to speak slowly to ensure that I was really hearing what I thought I was hearing. I then asked him to further define what that phrase meaned. Basically, he said that they were "too damaged" to be under warranty. I then tried to explain that the basic function of a warranty was to cover damage, no matter how severe, as long as it wasn't caused by intentional abuse or neglectful misuse.
He either refused or was unable to understand my point and refused to budge.
I barely contained my urge(s) regarding what to say next. However, please understand that I am not one of those people who will make a scene and declare that I'll never buy an Apple product again, etc.
So, I sought out another unengaged store representative, whom I asked if I might talk to a manager. He politely indicated that he is a manager.
Containing my anger, but still communicating my frustration, I explained the situation. NOTE: I did not identify the individual representative, with whom I initially talked (I have no interest in jeopardizing ANYONE'S employment.) He walked the tightrope perfectly. He didn't condemn or even criticize his charge's actions, but simply said that he'd rather have me be a happy customer than not.
He replaced both cables, free of charge, which pleased me greatly (obviously).
So, again: shout out to DIMAS, a manager at the Manhattan Village Apple Store
EDITS: typos / wordsmithing
I brought two frayed (in pretty typical fashion) cables in to the Manhattan Village Apple Store to try to get them replaced, expecting - at worst - to be asked to prove that I have at least two items, with which they come in the box, that were less than a year old. I was fully prepared to provide said proof.
Background: I take really good care of things; especially cables of all kinds, never twisting, bending, etc.
Unfortunately, the first Apple Store representative I encountered flat out refused, without even inquiring about the proof I was ready to provide. He said that the cables were "too economically damaged" (exact quote; I made sure I remembered it verbatim).
I first asked him to speak slowly to ensure that I was really hearing what I thought I was hearing. I then asked him to further define what that phrase meaned. Basically, he said that they were "too damaged" to be under warranty. I then tried to explain that the basic function of a warranty was to cover damage, no matter how severe, as long as it wasn't caused by intentional abuse or neglectful misuse.
He either refused or was unable to understand my point and refused to budge.
I barely contained my urge(s) regarding what to say next. However, please understand that I am not one of those people who will make a scene and declare that I'll never buy an Apple product again, etc.
So, I sought out another unengaged store representative, whom I asked if I might talk to a manager. He politely indicated that he is a manager.
Containing my anger, but still communicating my frustration, I explained the situation. NOTE: I did not identify the individual representative, with whom I initially talked (I have no interest in jeopardizing ANYONE'S employment.) He walked the tightrope perfectly. He didn't condemn or even criticize his charge's actions, but simply said that he'd rather have me be a happy customer than not.
He replaced both cables, free of charge, which pleased me greatly (obviously).
So, again: shout out to DIMAS, a manager at the Manhattan Village Apple Store
EDITS: typos / wordsmithing
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