Really bad experience with Apple store iPhone support

[Septembersrain]

Really bad experience with Apple store iPhone support

I think there is always going to be good and bad experiences. We are dealing with humans in this. I'm just always sorry to hear about someone being treated unfairly on either sides.

Though I try to give them a chance to make it right. I work in sales myself, so I can understand both aspects of this.

 

[KUguardgrl13]

This isn't surprising at all. I've been to one of the two Kansas City stores a number of times and had very different experiences.

I took my 2009 MBP in a number of times with the flashing folder on startup. Sure, they fixed it for free out of warranty, but it has never been a permanent fix. I also got attitude about it from at least one Genius who was convinced it was a software issue even though I'd had the same part replaced many times already. And he'd worked for Apple for years! I did get a free MagSafe cable after the recall period had ended which was nice.

I've only taken my iPhone 5 in for a few things. One was the lightening cable stopped working on one side of the connector. The Genius didn't even take me back to the counter before handing me a new one and sending me on my way (he said they weren't really supposed to replace them; this was last summer). But they also didn't believe me when my phone was only getting 3G when LTE has been in my area for years. Luckily that resolved itself for some weird reason. They did replace my home button when it was sticky, and I might have to get them to do it again. They didn't believe my boyfriend though when he came in with his 4S getting hot. It didn't set off the overheating warning, so they didn't do anything.

So it's a mixed bag within the same store. I'm surprised the manager did nothing when you have a case with AppleCare. Talk to AppleCare again and go back to the store. Be firm but not explosively angry.

 

[charlituna]

some comments from my BF the Apple Store Genius

The Genius Bar rep who came to see me seems clueless he didn't even
Know how to check. My warranty status. Then he asks to explain the problem. He then said he can't see any diagnostics on the phone that speaker isn't working. I told him let me play a video so you can see the problem. He then said sorry sir since I can't see diagnostics can't help you.

The sleep wake button died on her iPhone 5, still under warranty, and when he took it in the Genius told her that the diagnostics came back saying the button is fine.

These were random idiots not the norm. Yes there are diags for the phone but outside of the battery and the wifi they can't determine physical issues. it is possible for both to be software based at times but not always

The rep might have been bad.. Why didn't the store manager
Make things right?

Because in general store managers have zero tech training or knowledge. So they defer to the actual folks in that role.

I've had a phone battery die in the warranty period and applecare said to bring it in store and swap it out. When i tried the store genius said they would change the battery ant not give me a new one. I didn't argue this as it seemed to fix the problem. Brought it home and noticed dots all over the screen. Called applecare again and they said that the genius must have damaged the screen and this time a new phone was in order. Went back and told them the complete store and the genius now said they wouldn't change the phone, just the screen. This time I was not going to have them give me a hacked up iphone so I told them about the applecare case and how they are going to change the phone. The genius said it isn't their policy and pretty much change the screen or nothing. I asked to speak to the manager and he said the manager isn't in charge of them. Finally, let him know that either he calls applecare and listen to their instructions

Okay here's the blunt truth. Apple Care doesn't control in store repair. They are not supposed to, by corporate instruction, ever tell a customer something will be swapped etc. And they certainly aren't supposed to tell you that an employee screwed up. The stores do modular repairs period. This is what they are told to do to by corporate. IF Apple Care wants to override that then that is there call and it comes directly from them. They have ZERO authority to demand or to tell a customer to demand a swap for a modular issue. Ever. And like it or not, when you bought the phone you agreed to certain terms of service which give Apple the right to determine the best course of action, not you. So you telling an In Store what they are or aren't going to do, especially the "Apple Care said and you have to do what they say" isn't going to get you anything other than perhaps an invitation to leave the store and never return. Especially if you were as mouthy and nasty in tone as your writing comes off

 

[saberahul]

Because in general store managers have zero tech training or knowledge. So they defer to the actual folks in that role.

Yes, but the role of the manager is to understand the situation and consider the customers point. Based on the details provided in the OP, the manager was another idiot. He/she should have listened to the customer, consulted the tech, possibly get an opinion from another tech, and then take the time to explain to the customer why he/she is doing what he/she is doing.

 

[charlituna]

Yes, but the role of the manager is to understand the situation and consider the customers point. Based on the details provided in the OP, the manager was another idiot. He/she should have listened to the customer, consulted the tech, possibly get an opinion from another tech, and then take the time to explain to the customer why he/she is doing what he/she is doing.

While that is true, the managers generally don't have any tech training. FMany of them were outside hirers and being a manager is their first Apple job. insane but true.

So the customer says its not working, the manager goes to the tech who says that there's nothing in the testing that says it needs to be swapped. The manager has no reason to know different. Especially if the tech says 'tested' and not just 'ran diags'.

And they get graded on how many bad swaps are made and it can hurt their bonuses. To making a 'customer service' call whether it's to swap something that might not be defective hardware, or to cover an out of warranty cost, is something many managers are loathe to do. thus continuing the cycle of stupid

 

[Ih8reno]

some comments from my BF the Apple Store Genius











These were random idiots not the norm. Yes there are diags for the phone but outside of the battery and the wifi they can't determine physical issues. it is possible for both to be software based at times but not always







Because in general store managers have zero tech training or knowledge. So they defer to the actual folks in that role.







Okay here's the blunt truth. Apple Care doesn't control in store repair. They are not supposed to, by corporate instruction, ever tell a customer something will be swapped etc. And they certainly aren't supposed to tell you that an employee screwed up. The stores do modular repairs period. This is what they are told to do to by corporate. IF Apple Care wants to override that then that is there call and it comes directly from them. They have ZERO authority to demand or to tell a customer to demand a swap for a modular issue. Ever. And like it or not, when you bought the phone you agreed to certain terms of service which give Apple the right to determine the best course of action, not you. So you telling an In Store what they are or aren't going to do, especially the "Apple Care said and you have to do what they say" isn't going to get you anything other than perhaps an invitation to leave the store and never return. Especially if you were as mouthy and nasty in tone as your writing comes off

Wasn't mouthy at all, but when AppleCare runs a diagnostic through email which the apple store had, then says their was no case number even though there was (and they admitted there was once they actually checked) it gets quite annoying. They even admitted they broke the phone and that the swap was what they were supposed to do.

 

[Cscottrun]

Sorry, but I'm having a hard time believing this story. Any Apple store I've ever gone into, and I've been in at least a dozen different ones, I can't even make it to the front counter without being approached by 1 or more employees trying to help. I would say that happens about 80% of the time. I've had a couple of Genius Bar appointments that I had to wait a while for because they were busy, but you waited 30 min. to speak to a manager when they already knew you were unhappy? Plus you have AppleCare? Sorry, but I'm not buying it.

Are you sure we aren't talking about Best Buy?

Don't attribute your experience with other parts of the country. Do you live in a highly populated area? My apple store is absolutely packed at all times, and thats with at least three other stores within a half hour drive. There are times where they literally have so many people in the store that they do not have the physical man power to approach everyone within a half hour. Sometimes I can't even get a genius appointment for weeks at a time. I have had similar experiences. Not all Apple stores and employees are golden. Get off your high horse.

 

[joshwithachance]

Boo freaking hoo. Call up support or make another appointment to speak to a different rep. It's not a big deal.

 

[phpmaven]

Don't attribute your experience with other parts of the country. Do you live in a highly populated area? My apple store is absolutely packed at all times, and thats with at least three other stores within a half hour drive. There are times where they literally have so many people in the store that they do not have the physical man power to approach everyone within a half hour. Sometimes I can't even get a genius appointment for weeks at a time. I have had similar experiences. Not all Apple stores and employees are golden. Get off your high horse.

As I said, I have had to wait a bit at some stores when it's busy, but if you read the OPs post and follow up comments, it's obviously either completely blown out of proportion and exaggerated or made up.

 

[Newtons Apple]

You had to have got a bad geek. Every time I have had a problem, they were more than eager to do what ever it took to fix it.

Try another and sorry you have had the trouble.

 

[kdarling]

Recently the speaker in my iPhone stopped working. The phone was never dropped...no water damage... AppleCare warranty still covered.

I just got an iPod touch replaced by an Apple store, because the speaker no longer worked.

In my case, I think it was hardware.

However, apparently it's also pretty common with upgrades to iOS 7, and you plug in a headphone. The OS can then get stuck thinking the headphone is still plugged in.

So in case it's iOS 7 and not hardware, Google around; you might find some tricks to free it up.

 

[elec999]

i WANTED to provide an update to my issue. I called apple care in a matter of minutes they said will replace the device. They never said anything about the store or why the experience was so negative. I now to a new device.

To all the guys who think this is a BS. I have been a loyal apple customer since the first iPhone.

iPhone 2G|iPhone 3G|iPhone 3GS|iPhone 4|iPhone 4S|iPhone 5|iPhone 5s| allowed all of these devices and still loyal to them.

 

[E2EK1EL]

iPhone5s Defective Battery - Genius Bar Rejection Twice, horrible AppleCare Service

*Reported all these issues, Apple is now "investigating it" Whatever means, just s slap on the wrist for them*


https://forums.macrumors.com/threads/1731481/

 

[MH01]

Just go to another store if you can.

If playing a video or sound file with the sound on, and on max does not demonstrate the issue, the Genius is the village idiot.

 

[Jalopybox]

This happened to a girl in my work.

The sleep wake button died on her iPhone 5, still under warranty, and when he took it in the Genius told her that the diagnostics came back saying the button is fine.

She argued that the button physically did not work and showed them but they said the diagnostics said the phone was fine so there was no basis for a warranty replacement/repair.

So she paid the fee to have the phone replaced, think it was almost £200.

Well she is a moron, sorry. Yes, there are horrible employees, even at Apple. You don't just throw the towel in and give in. She perpetuated the problem.

 

[RebornProphet]

Well she is a moron, sorry. Yes, there are horrible employees, even at Apple. You don't just throw the towel in and give in. She perpetuated the problem.

Wow.

Are you in the habit of replying to week/month old posts?

If you knew what you were talking about you'd know that Apple has since acknowledged the iPhone 5 lock button issue and offered free repairs to existing users with the problem and I'll refunds to users who paid to have it fixed.

She's long since had her full refund.