Unbelievable Poor Apple after care!

[I7guy]

Here us a useful link if you want to provide apple feedback based on an anonymous internet post:

Http://www.apple.com/feedback

 

[Azzin]

I agree that Apple should show the customer the reasons why they can't honour a warranty and this should be changed. They can't just take the attitude they've inspected the device in their secret room and you have to believe them because they are Apple. The customer has the right to have something like that explained and demonstrated. We don't accept this sort of approach in many other services we purchase so I don't see why a brand is able to take such a cloak and dagger approach here. Apple need to review this as they could end up answering more questions in court than is really necessary.

Spot on.

You're also absolutely right in saying we wouldn't accept it from any other company and (despite protestations by others in this thread), the car/garage analogy works.

Apple could and should have simply shown the OP the alleged non genuine glass, as solid proof for their reasons behind the rejection of a warranty repair.

As I've said before, no proof=no evidence.

 

[I7guy]

Spot on.

You're also absolutely right in saying we wouldn't accept it from any other company and (despite protestations by others in this thread), the car/garage analogy works.

Apple could and should have simply shown the OP the alleged non genuine glass, as solid proof for their reasons behind the rejection of a warranty repair.

As I've said before, no proof=no evidence.

You keep missing the point, again. it seems as if apple is under no obligation to show anything, no matter what your internet judgment is of the scenario, just like a car dealer doesn't have to prove why warranty service was refused because aftermarket parts caused the issue.

There may be legitimate reasons why this is so, that you are not privy to, period.

My guess is that this is a common occurrence where apple sees modified phones and refuses service on them without "proving" there are non-oem parts involved.

 

[Azzin]

You keep missing the point, again. it seems as if apple is under no obligation to show anything, no matter what your internet judgment is of the scenario, just like a car dealer doesn't have to prove why warranty service was refused because aftermarket parts caused the issue.

There may be legitimate reasons why this is so, that you are not privy to, period.

My guess is that this is a common occurrence where apple sees modified phones and refuses service on them without "proving" there are non-oem parts involved.

And yet again, you miss the basic point.

This is not about what Apple's policies may/may not be.

It's about whether what they did to the OP (not offering proof of non genuine screen) is good customer service.

Whatever way you look at it, refusing to show him was bad service.

 

[The-Real-Deal82]

Unbelievable Poor Apple after care!

Spot on.



You're also absolutely right in saying we wouldn't accept it from any other company and (despite protestations by others in this thread), the car/garage analogy works.



Apple could and should have simply shown the OP the alleged non genuine glass, as solid proof for their reasons behind the rejection of a warranty repair.



As I've said before, no proof=no evidence.

Indeed, when it have had computers repaired I have been shown the faults, much like when water pumps, drive shafts etc on cars are replaced. In those industries they feel obliged to show you and I think Apple have employed a more secretive approach because they know you can't take it to another reputable outlet because they are the manufacturer. As I said, I've always had brilliant experience with Apple and hope I continue to, I am just giving my opinion and putting myself in the OP's shoes here. I wouldn't have walked out of the store if I'd known I was in the right and I'd be taking my complaint to the highest level. As long as you are calm and polite within reason, they should guide you through their full complaints procedure.

 

[I7guy]

And yet again, you miss the basic point.

This is not about what Apple's policies may/may not be.

It's about whether what they did to the OP (not offering proof of non genuine screen) is good customer service.

Whatever way you look at it, refusing to show him was bad service.

This is exactly what this is about: apples internal policies. Some policies are designed to protect apple and the customer. In this case it appears the policies protected apple at the expense of the customer. Apple, and I'm guessing, decided the appearance of "good customer service " wasn't going to happen as they thought they were being scammed and they were okay with bad customer service in this case.

 

[Azzin]

This is exactly what this is about: apples internal policies. Some policies are designed to protect apple and the customer. In this case it appears the policies protected apple at the expense of the customer.

Protect who from what?

This is not some episode of 24, where we're talking about national security.

We're talking about how helpful an Apple rep chose not to be to a customer.

Apple, and I'm guessing, decided the appearance of "good customer service " wasn't going to happen as they thought they were being scammed and they were okay with bad customer service in this case.

And you can guess all you want, but it still doesn't change the fact that the decision that the Apple rep was not a helpful one for the customer.

Judging by your posts, your not very old, so I suspect you may not actually have any real world experience of buying expensive things with your own hard earned cash and expecting decent service in return.

 

[localboy28]

Going round in circles here lads ....

 

[I7guy]

Protect who from what?

This is not some episode of 24, where we're talking about national security.

We're talking about how helpful an Apple rep chose not to be to a customer.

At this juncture I can't be any clearer. Apple purposely chose the outcome for this. There is no rule in the book saying customer satisfaction has to be up to YOUR expectations.

And you can guess all you want, but it still doesn't change the fact that the decision that the Apple rep was not a helpful one for the customer.

Judging by your posts, your not very old, so I suspect you may not actually have any real world experience of buying expensive things with your own hard earned cash and expecting decent service in return.

See above. Apple made a decision not to service this customer. If you view this as bad customer service; that is your opinion. Apple is under no obligation here.

As for your second point, I just showed this to my wife and we both had a good laugh. Another stupid assumption made via an anonymous internet posting.

 

[TWO2SEVEN]

Judging by your posts, your [EDIT: you're] not very old, so I suspect you may not actually have any real world experience of buying expensive things with your own hard earned cash and expecting decent service in return.

It actually took you longer to resort to person attacks than I thought it would. Well done!

 

[SchuettS]

This sounds very similar to what happened to me when I sent a verizon iphone 4 in for repair. I bought the phone brand new from best buy. The home button had a problem. I get an email from apple saying they could not fix it because the back cover was not oem. Again, this phone was brand new when I bought it. It hadn't been modified one bit. They said it was clearly not oem because it didn't have the FCC markings on the back. I was pissed. I showed them pics that Verizon's didn't have them, blah blah blah. I spent atleast 6 hrs on the phone w apple two different nights. I finally said f you send me my phone back.

Damn near gave up on apple after that.

Two weeks later while i was out of town near an apple store. I brought in the phone, said I had home button problems and they replaced it no questions asked. Wtf...

 

[SchuettS]

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?

Yes they should. They are denying someone warranty service. I don't care if it's a phone, car, beard trimmer, house work, golf club. If I get denied warranty I want to know why. Like some of you think, apple is not god, they can put some effort into explaining thoroughly why they think the part is not oem. If you read my post above you will realize that Apple can be wrong (oh dear, no way huh?!) when it comes to identifying parts. Obviously they have reasons to believe it's not oem, so what are they? No need to be secretive.

 

[Azzin]

Yes they should. They are denying someone warranty service. I don't care if it's a phone, car, beard trimmer, house work, golf club. If I get denied warranty I want to know why. Like some of you think, apple is not god, they can put some effort into explaining thoroughly why they think the part is not oem. If you read my post above you will realize that Apple can be wrong (oh dear, no way huh?!) when it comes to identifying parts. Obviously they have reasons to believe it's not oem, so what are they? No need to be secretive.

I couldn't agree more, well said.

 

[Black Magic]

Yes they should. They are denying someone warranty service. I don't care if it's a phone, car, beard trimmer, house work, golf club. If I get denied warranty I want to know why. Like some of you think, apple is not god, they can put some effort into explaining thoroughly why they think the part is not oem. If you read my post above you will realize that Apple can be wrong (oh dear, no way huh?!) when it comes to identifying parts. Obviously they have reasons to believe it's not oem, so what are they? No need to be secretive.

I agree with this. It's basic customer service skills to clearly explain why a decision was made and to provide available options. In this case, where ever he bought the phone from (BestBuy?) might have employees swapping phones or doing shady stuff that he can go back to address if he had some proof.

 

[I7guy]

I agree with this. It's basic customer service skills to clearly explain why a decision was made and to provide available options. In this case, where ever he bought the phone from (BestBuy?) might have employees swapping phones or doing shady stuff that he can go back to address if he had some proof.

op could bring phone to an independent third party to get an evaluation. Some third party who knows what they are doing.

I frankly would have gone to another apple store to see what they would have said. The genius even might have let a non-oem screen slide by the repair process.

As OP hasn't returned with an update it could have turned out to be anything, including the daughter replacing the screen, the genius making a mistake, or the insurance company doing some funny business.

 

[Black Magic]

op could bring phone to an independent third party to get an evaluation. Some third party who knows what they are doing.

I frankly would have gone to another apple store to see what they would have said. The genius even might have let a non-oem screen slide by the repair process.

As OP hasn't returned with an update it could have turned out to be anything, including the daughter replacing the screen, the genius making a mistake, or the insurance company doing some funny business.

Yea, I would have tried a different store or went online to get it all in writing.

 

[maflynn]

[MOD NOTE]
I think we're done here.