Really Disappointing Apple Store Visit

Discussion in 'Apple, Inc and Tech Industry' started by jazz1, Sep 20, 2017.

  1. jazz1 macrumors 68000

    jazz1

    Joined:
    Aug 19, 2002
    Location:
    Mid-West USA
    #1
    I've been a fanboy since the Apple //+. I know people rarely post about great customer service, and only post about problems. I'm afraid my post today is going to be about a bad experience I had last Friday.

    I went to my local Apple Store to see if a warranty exchange could be made on my iPad Pro 9.7's smart keyboard. That went well, when I asked about the new 10.5 iPad Pro I was told it wasn't out yet. After waiting for service I asked another Apple Store employee about the 10.5 iPad and he said sure, just turn around and face the other table. So there they were. In retrospect I can only guess that the original salesperson wasn't 't listening to me and thought I was inquiring about the new iPhone X (10).

    I then thought I'd trade in my 12.9 iPad Pro, for a credit for the 10.5. Well they couldn't make the trade with my serial number via BrightStar, who they partner with for trade ins. After several attempts they gave up. I left the mall, called AT&T and they said it was all paid off via their financing plan. I returned to the mall and once again asked them to work the problem. They still could not fix it and the manager would only speak to me through the sales person.

    I finally gave up and debit carded the purchase. In the following days I called Apple Customer Service and found out that there was a small educational discount. I mentioned I worked at a university several times to the Apple Store sales person, and he never checked.

    He also didn't tell me that there was no SIM card in the new iPad, otherwise I would have headed to the local AT&T store. Instead I called AT&T to set it up, and they insisted that they send me a SIM (that as it turned out was too big for the 10.5. Not Apple's fault, but five days later still no cellular service on the 10.5. Off to the AT later today.

    I called Brightstar today, and note the person identifies as representing Apple and Brightstar. It turns out that the only issue identifiable was that I had the FindMyiPhone feature on, on my iPad 12.9. Why didn't the sales person or the manager at the Apple Store know this?

    Apple Customer Service said I could bring back the 10.5, and get a new 10.5 for the education discount. I've elected not to go through that hassle. I was offered an 10.5 accessory of my choice. Having purchased the Smart Keyboard and a Tech21 back cover there was little to choose from, though I may go for a slip cover.

    Sorry for the long complaint, but all I can figure out is that the introduction of the new products has the Apple Store team distracted. I guess I also need to be more diligent and not get carried away with the "town square" ;)
     
  2. wborisenok macrumors 6502

    wborisenok

    Joined:
    Sep 22, 2014
    Location:
    Boston, MA
    #2
    If I were you, I'd take the free accessory and then take the up on their suggestion of returning the 10.5 so you can repurchase and get the discount too. Yes, it's a hassle, but you save a little money and you can consider the free accessory as repayment for your troubles.
     
  3. bruinsrme macrumors 603

    bruinsrme

    Joined:
    Oct 26, 2008
    #3
    You weren't aware of Apple's educational discount?
     
  4. jazz1 thread starter macrumors 68000

    jazz1

    Joined:
    Aug 19, 2002
    Location:
    Mid-West USA
    #4
    On some products they don’t offer it.
     
  5. bruinsrme macrumors 603

    bruinsrme

    Joined:
    Oct 26, 2008
    #5
    So you were aware there is a discount but failed to ask if it applies.

    Most of the workers there are not experts in the field.
    I'm not trying to call you out and I am sure there was some frustration with the situation. Keep in mind most of the people there are not experts so help them help you.
     
  6. jazz1, Sep 20, 2017
    Last edited: Sep 20, 2017

    jazz1 thread starter macrumors 68000

    jazz1

    Joined:
    Aug 19, 2002
    Location:
    Mid-West USA
    #6
    I appreciate your comments. I guess it was my fault for not asking. Too enamored with the new iPad I guess.
     
  7. bruinsrme macrumors 603

    bruinsrme

    Joined:
    Oct 26, 2008
    #7
    It happens.
    I use the help them help me philosophy at Best Buy frequently.
    It’s amazing how helpful they want to be.
     

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6 September 20, 2017