They didn't and I still don't see that they had to. Op should then sue in small claims court. But this is all theoretical anyway.
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Unbelievable Poor Apple after care!
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They didn't and I still don't see that they had to. Op should then sue in small claims court. But this is all theoretical anyway.
It's really simple...
All they had to do (at the time) was provide the proof that the OP's phone had a 3rd party screen on it.
I don't care how, but they should have provided it there and then.
Okay then. I don't see why apple had to; this can be proved/disproved anyway in a court of law. However it is what it is.
You don't see why Apple should have to prove their claim about a non genuine screen being fitted to the OP's phone?
If you can't see why, perhaps you should unsubscribe from the thread?
That really wasn't necessary. You don't have to see or agree with my point of view without saying "get out of dodge".
I also don't know apple standard procedure in this regard, do you? If they violated their own protocol that is a different story.
You're right, I was unnecessarily rude, I'm sorry about that.
My point is, Apple refused a warranty repair due to an alleged non genuine screen being fitted.
Apple should be able to physically prove what they are are saying (and therefore why they are saying it).
Otherwise, they could simply refuse all warranty repairs for the same reason.
I'd certainly want that proof, wouldn't you?
This isn't about protocol or law (yet), it's simply about doing the right thing.
Ethical as in being upfront and open with your customers. Not denying their request at no/little addition expense or time to you but a lot of additional expense and time to them.
I haven't said Apple or that particular IS lying, cheating or stealing.
Well they probably are telling the truth. Although I can see why apple did not offer up the evidence. An untrained eye or a cheat could question the veracity of apples' evidence thus resulting in a battle over a picture.
Think about it: apple brings out printed color photo of screen and genius says: "this is missing the apple logo". Customer says "I don't believe you, show me an oem screen with the apple logo." ( or some such nonsense)
Without defending apple who obviously is holding the cards, I could see why they might be reluctant to "prove" stuff.
That's precisely why they should (be able to) prove it.
Otherwise, they're no different to a cowboy builder.
We'll agree to disagree. And as I said, what is apple standard protocol with regard to this? Did apple follow or break protocol?
Apple protocol is irrelevant here.
What is relevant is that Apple made a claim about a customer's phone and refused a warranty repair based on that claim.
However, they couldn't/wouldn't offer anything to support that claim and that's just plain wrong.
It's wrong for any company, not just/let alone Apple.
What about good old fashioned customer service?
Or do you think the way Apple behaved was good customer service?
Either way, I think you're on a wind up here.
Based on their stated policies they delivered exactly the expected level of customer service. And I don't condone them, but based on what they analyzed I can understand why.
I have not done any extensive research, only a simple Google search, but here is what I found. Again, this is from one source, feel free to research it further.
Source: http://www.micromart.co.uk/mobile-phone/649/root-problem-phone-warranties
Source: http://www.micromart.co.uk/mobile-phone/649/root-problem-phone-warranties
They proved this by internally inspecting the device and seeing it violated apples warranty T&C's.
Apple determined a non-oem screen was installed. OP states daughter couldn't have done it. Must have come from insurance company or apple like that.
Thread was about bad customer service. Was apple lying, they offered no proof? OP could have the phone taken to an expert and have some pictures taken. A whole bunch of "he said" and "she said".
OP has not responded back. We'll see.
Walking back out to the store and saying something is not proving that it is true. They could have come out and told the OP that Big Foot was back there, that doesn't make it true.
OP could bring the phone to an independent evaluation. I don't think the point is apple decided not to pursue a path of "proving" the screen is non-oem, but that OP might have to prove it is non-oem and then determine how the screen came to be.
If it were me, I would pay to have someone open up the phone. If it is indeed a non-oem screen, OP would have to figure out next steps. Either way they are without a phone.
Now you're just being ridiculous.
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Post pictures of the inside of the device and ill tell you if the screen is third party or not.
Quite a simple way to clear this all up.
No need for the name calling "Genius"
The fact is (right or wrong) your employer
apple has made a ruling against the OP. His/her hands seem to be tied at this point as it is their word against Apple's.Hopefully it works out for the OP, but it doesn't seem likely.
I've had mixed experiences at several Apple Stores in just the last two years. For reasons I am unaware of, quality has slipped. I probably wouldn't notice if I didn't upgrade my laptops and other items so frequently, but I enjoy it, so I do.
The prior eight years were excellent. It's important to remember that consistency is very hard to achieve, no matter how well trained, employees are still individuals and no one's perfect. The only reason I'm in these stores as frequently as I am is because all of my tech gear, computers, tablets, and related accessories are OEM Apple. I only buy third party if absolutely needed.
Hopefully going forward Apple will improve to their previous quality standards, they're charging more than enough to justify it.
The prior eight years were excellent. It's important to remember that consistency is very hard to achieve, no matter how well trained, employees are still individuals and no one's perfect. The only reason I'm in these stores as frequently as I am is because all of my tech gear, computers, tablets, and related accessories are OEM Apple. I only buy third party if absolutely needed.
Hopefully going forward Apple will improve to their previous quality standards, they're charging more than enough to justify it.
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