Terrible Apple Service on the iPhone


caveman_uk

Guest
Feb 17, 2003
2,391
1
Hitchin, Herts, UK
or play music from the iPod without headphones.
Good. If that feature was removed from every mobile phone the world would be a better place. At the end of a long day at work all I need is some spotty teenager inflicting his or her crap taste in music on the whole bus/subway carriage/train through a buzzy, tinny mono speaker.
 

cgray24

macrumors member
Feb 8, 2007
99
1
Texas
Thats Sucks man, sounds like you ran into some bad luck and bad people.

Makes me feel better about my AMEX card though.
 

sectime

macrumors 6502a
Jul 29, 2007
529
0
There's some time I'll never get back... Edit is your friend. As far as your phone issue, I would have asked the manager if you could use his phone and call Apple right there and have him explain his process. Future reference though "I'll never buy again" pronouncement is so dead. You know its not true, I know, the company knows. Now not buying from that store is a different issue. Good luck with AE, you did sign a contract with the restock fee explained.
 

Amblinman

macrumors regular
Jul 31, 2007
208
0
I sympathize with your issue, but just keep something in mind:

That manager was adhering to company policy and probably has zero wiggle room to change it.

Also, I wouldn't go patting Amex on the back just yet. An investigation means they go and get Apple's side, which will include the terms you agreed to when you purchased your phone. They may still allow the charge. In fact, odds are good they will. Too many people assume disputing a charge means you automatically get your money back.

(If they've already concluded their investigation and granted you your money, my apologies for misreading your post.)
 

Twinkie

macrumors regular
Feb 9, 2005
239
0
Milford, MI
a call to AppleCare would have made things alot easier
How so? I'm about to take my iPhone and Apple BT headset in, since they don't seem to work together when they're more than 2' apart.

What would calling AppleCare get me that I would get in the Apple Store I purchased the phone from?
I sympathize with your issue, but just keep something in mind:

That manager was adhering to company policy and probably has zero wiggle room to change it.

Also, I wouldn't go patting Amex on the back just yet. An investigation means they go and get Apple's side, which will include the terms you agreed to when you purchased your phone. They may still allow the charge. In fact, odds are good they will. Too many people assume disputing a charge means you automatically get your money back.

(If they've already concluded their investigation and granted you your money, my apologies for misreading your post.)
Most (probably all) AmEx cards have purchase protection, where AmEx will reimburse you for just about any item you want to return in 60 days.

Their investigation will involve calling the store, asking why a full refund wasn't issued, and then issuing a credit for the 15%. They won't ding Apple for it.
 

JPyre

macrumors 6502
Mar 28, 2005
365
12
Pistolvania
And people wonder why nobody takes AMEX...
I feel your pain man, but I would've taken it to another Apple Store, talked to the district manager and/or talked to Apple Care directly.

Saying "Apple is loosing a customer" is a load of BS, I sympathized with you until you said something that stupid. Now I hate you. Grow up and learn to keep going higher up the chain. I got AT&T to cut my bill in half, not by speaking to the supervisor, you have to talk to the manager's manger, as you should've done, asked to speak to the apple store district manager.

Any retail chain is like this. If you went to Best Buy and want a refund you don't just ask the manager... you tell the manager you're calling his boss, they will do anything for this not to happen, and if it does the district manager will be sooo pissed that they'll allow it.
 

Twinkie

macrumors regular
Feb 9, 2005
239
0
Milford, MI
And people wonder why nobody takes AMEX...
Odd... with the exception of a local grocery store and Jimmy John's, I can't think of any place that doesn't take AmEx. Sure, their merchant fees are higher, but like I said in the previous post, they're not going to take the 15% from Apple and give it to the OP.

Saying "Apple is loosing a customer" is a load of BS, I sympathized with you until you said something that stupid. Now I hate you. Grow up and learn to keep going higher up the chain. I got AT&T to cut my bill in half, not by speaking to the supervisor, you have to talk to the manager's manger, as you should've done, asked to speak to the apple store district manager.
For someone telling another person to "grow up", you should probably understand that going up the chain solely to get what you want (rather than accepting the posted store policies) isn't any more mature.

Any retail chain is like this. If you went to Best Buy and want a refund you don't just ask the manager... you tell the manager you're calling his boss, they will do anything for this not to happen, and if it does the district manager will be sooo pissed that they'll allow it.
Apparently, you've never worked in retail.

Threatening to call a DM is (more often than not) as hollow a threat as "You're losing a customer if you don't give me what I want!"

Really? You're calling the DM? How?

Are you going to as the manager for his or her number? And if so, what makes you think they're going to give you the real number?

Let's assume you actually do call the DM. Do you seriously believe for a moment that the store manager is somehow going to be punished for following store policies?

Your typical store manager doesn't care if you call the DM. It isn't the threat that makes them do anything differently. It's the perception that you're going to stand there and complain and waste everyone's time, when they could all be doing other things.
 

JPyre

macrumors 6502
Mar 28, 2005
365
12
Pistolvania
Odd... with the exception of a local grocery store and Jimmy John's, I can't think of any place that doesn't take AmEx. Sure, their merchant fees are higher, but like I said in the previous post, they're not going to take the 15% from Apple and give it to the OP.
Wow, either you don't have an amex or never try and use it. Chargebacks and reversals are common to amex.
For someone telling another person to "grow up", you should probably understand that going up the chain solely to get what you want (rather than accepting the posted store policies) isn't any more mature.

Apparently, you've never worked in retail.
I've worked in the past at Circut City and Compusa for a combined 6 years (too long) and was assistant manager at both places.

Apparently, you've never worked in retail. Or been in management. Or you would've seen how many chargebacks there are from amex.

It is not acceptable for the above poster to accept what service the Apple Store gave him. He WAS wronged, this isnt like he dropped it, or just doesn't like it, there IS a defect.

Threatening to call a DM is (more often than not) as hollow a threat as "You're losing a customer if you don't give me what I want!"

Really? You're calling the DM? How?
I happen to know who the Apple DM IS in Pittsburgh, so I could just ask for his number by name. But to address your point, a manager won't lie to you, they will give you corporate info.

Are you going to as the manager for his or her number? And if so, what makes you think they're going to give you the real number?
Because if not, i'll make the local police come, and calmly explain to them whats going on, and i'd like to speak to someone higher up.

Let's assume you actually do call the DM. Do you seriously believe for a moment that the store manager is somehow going to be punished for following store policies?
Ok, obviously you haven't worked electronics store retail. They won't get in trouble, they just don't want the DM to be bothered...
Your typical store manager doesn't care if you call the DM. It isn't the threat that makes them do anything differently. It's the perception that you're going to stand there and complain and waste everyone's time, when they could all be doing other things.
Edit: Exactly my point. This poster has/had a valid argument. It's not as if he's one of the lames that drops it in water and then demands a refund, this guy was done wrong.
 

technocoy

macrumors 6502a
Sep 4, 2002
765
0
Raleigh, NC
Wow,

dude gets a ***** experience, which we all know apple is more than prone to do, and you all attack him? way to be a supportive community!

I feel for you man, and I understand. While most of the products I buy from apple are generally flawless, I have had my share of duds from them as well. More so lately than in the past, and it's frustrating (no matter how irrational) when you think of how feverishly loyal you have been to apple and then they just completely disregard a problem on a 600 dollar mobile device that can't be insured with most companies.

It's understandable that certain customers can't be treated differently than others, but when those of us that have been with apple for years get pushed aside, it sometimes grates on you a bit.

While we all know that the OP will buy apple again, we have also all been in the position where we are furious enough do claim we'll never do something again. I do it everytime I get into a bottle of Patron.

Those that attack him for that alone are more petty than he could ever be in the first place by saying it.

good luck man, the iPhone is a wonderful device and I hope you reconsider and purchase another. Everyone is going to get a ****** customer experience at some point, even from your favorite company.

cheers
 

gceo

macrumors 6502a
Jul 13, 2007
655
1
San Diego, CA
You need to listen to Sam. Wait for the problem to get more noticable, then return it. You even said that the problem wasn't occuring in the store. Why would they return the phone if they didn't see a problem with it.

I've found Apple to be one of the most fair companies when it comes to stuff like this, as do others.

Seriously, just wait for it to get worse. (or better :) )
 

Twinkie

macrumors regular
Feb 9, 2005
239
0
Milford, MI
Wow, either you don't have an amex or never try and use it. Chargebacks and reversals are common to amex.
I have three (Blue Cash, Starwood, and One) and use them frequently.

Purchase protection and chargebacks are two different things. One is an underwritten insurance policy, the other is AmEx taking back their money.

And they're common to all cards.

I've worked in the past at Circut City and Compusa for a combined 6 years (too long) and was assistant manager at both places.

Apparently, you've never worked in retail. Or been in management. Or you would've seen how many chargebacks there are from amex.

It is not acceptable for the above poster to accept what service the Apple Store gave him. He WAS wronged, this isnt like he dropped it, or just doesn't like it, there IS a defect.
It's cute how many times you've edited your post, and are playing the "I know you are, but what am I?" card here.

In any case, I have indeed worked in retail, and retail management for that matter. I didn't particularly like it, but it worked with my college schedule.

What that has to do with AmEx chargebacks is a mystery to me, as that's not something typically dealt with on a store level. (Not even at CompUSA)

And what any of that has to do with anything is truly mysterious. The OP was on the receiving end of a manager's bad day, or there was some kind of misunderstanding somewhere. It happens.

I happen to know who the Apple DM IS in Pittsburgh, so I could just ask for his number by name. But to address your point, a manager won't lie to you, they will give you corporate info.
Go, go, blanket statements!

This is, of course, patently false.

Because if not, i'll make the local police come, and calmly explain to them whats going on, and i'd like to speak to someone higher up.
LOL!

"Yes, 911? I'm here at the Apple Store, and there is a consumer who may be being treated unfairly. The manager is armed with a phony number and a bad attitude. Send an officer immediately!"

I'll help you, before you craft a lame defense (and many revisions):

1) Local police do not enforce store policies.
2) Local police do not directly enforce consumer protection laws.
3) Unless you're carrying around the number to the police for every location of every store you're going to, you're probably dialing 911, dragging it out and paying $1.25 to call 411, or lying.

Ok, obviously you haven't worked electronics store retail. They won't get in trouble, they just don't want the DM to be bothered...
I'd love to meet the store manager who thinks so highly of his DM that he or she personally does not want him or her to be bothered.

Edit: Exactly my point. This poster has/had a valid argument. It's not as if he's one of the lames that drops it in water and then demands a refund, this guy was done wrong.
Interestingly enough, you've gone from expressing your bitter hatred for the OP, to defending him.

Nevermind the fact that I never suggested that the OP didn't have a valid gripe.
 

megfilmworks

macrumors 68020
Jul 1, 2007
2,045
15
Sherman Oaks
Is there a reason the few iPhone owners who have a bad experience with the iPhone (most likely due to inherent neurosis) need to write a novella describing their inept struggles? Please, cut to the chase!