Unprecedented disappointment. That is all I have to say.
To begin the week, my mid 2012 MacBook Pro quit working on me. I brought it in to the Apple Store and ended up paying around $5000 HKD ($645USD) to get a new logic board. Since there was nothing I could do other than that, I paid the price.
Shortly after that unfortunate event, I purchased a smart cover for my iPad Mini. The following day, as I was walking, it slipped out of my hands and the screen cracked. I was disappointed that the smart cover offered no protection at all.
After the accident, I did some research online about warranty and Apple service. I read that although the warranty does not cover damage from falls, people have been satisfied with how Apple customer service dealt with their problems. I read that Apple’s customer service is regarded as one of the best because they sympathize and care more about the relationship with the customer than the money. There were many cases where people received new devices although they had no right to get it. The workers put themselves in the customer’s shoes and dealt with the problem from that perspective.
After reading all those positive and uplifting remarks, I felt more relaxed and comforted by the thought that Apple would probably replace my device. I had been a loyal Apple customer for many years and have spent a lot of money on many of their devices and was greatly satisfied until now.
I brought my broken iPad to the shop and asked if there were any available Genius Bar sessions. The man I was talking to told me that I would have to pay to fix it because the warranty doesn’t cover accidents. It was understandable for him to say that, so I asked to speak to the manager.
Once the manager came, we sat down and began to talk. I told him that I have been a loyal customer for many years and that I recently paid a lot of money to fix my computer at the same shop. I asked if they could give me a one time free repair out of the kindness of their hearts. He took my iPad and disappeared into the back and told me he would see what he could do about it.
After coming out, he told me that he couldn’t give me a replacement and that I would have to pay. He was also overconfident and cocky in the way he talked. I told him about all the stories I have read online and he said that they were rumors or unheard of. I started growing angry, but I tried my best to keep it in.
Instead of replacing it, he offered a case for free only if I paid for the repair cost ($1600HKD, $200US). He also made an offer to give the case and AppleCare if I purchased a brand new iPad. After paying a bunch of money to fix a different Apple product, I had to intent to pay even more.
I felt as if he had no sympathy or as if he didn’t care for me as a loyal customer. He tried to offer a cheap looking case along with a repair that is expensive. I quietly rejected the offer and left unsatisfied on a bad note.
What I don’t understand is why they wouldn’t see the issue from my point of view. I heard that Apple was great at doing that, but I was greatly disappointed after this experience. I know that I am not obliged to receive a new device, but it was as if they didn’t really care about me at all. It was also very disappointing to see that he cared more about the money than the satisfaction of the customer. The cost to replace the glass on a screen would cost Apple almost nothing since their company is already so large and rich, but they still insisted that I would have to pay a lot.
If I were given the replacement iPad, I would have left a satisfied costumer. I probably would have been willing to come back and buy the next iPad that gets released, giving Apple even more money. Since I had such a bad experience, I do not intend to buy any more products from Apple. They have lost me as a loyal customer and I will not recommend them to anybody anymore.
I am immensely disappointed, Apple.
- A rational customer
To begin the week, my mid 2012 MacBook Pro quit working on me. I brought it in to the Apple Store and ended up paying around $5000 HKD ($645USD) to get a new logic board. Since there was nothing I could do other than that, I paid the price.
Shortly after that unfortunate event, I purchased a smart cover for my iPad Mini. The following day, as I was walking, it slipped out of my hands and the screen cracked. I was disappointed that the smart cover offered no protection at all.
After the accident, I did some research online about warranty and Apple service. I read that although the warranty does not cover damage from falls, people have been satisfied with how Apple customer service dealt with their problems. I read that Apple’s customer service is regarded as one of the best because they sympathize and care more about the relationship with the customer than the money. There were many cases where people received new devices although they had no right to get it. The workers put themselves in the customer’s shoes and dealt with the problem from that perspective.
After reading all those positive and uplifting remarks, I felt more relaxed and comforted by the thought that Apple would probably replace my device. I had been a loyal Apple customer for many years and have spent a lot of money on many of their devices and was greatly satisfied until now.
I brought my broken iPad to the shop and asked if there were any available Genius Bar sessions. The man I was talking to told me that I would have to pay to fix it because the warranty doesn’t cover accidents. It was understandable for him to say that, so I asked to speak to the manager.
Once the manager came, we sat down and began to talk. I told him that I have been a loyal customer for many years and that I recently paid a lot of money to fix my computer at the same shop. I asked if they could give me a one time free repair out of the kindness of their hearts. He took my iPad and disappeared into the back and told me he would see what he could do about it.
After coming out, he told me that he couldn’t give me a replacement and that I would have to pay. He was also overconfident and cocky in the way he talked. I told him about all the stories I have read online and he said that they were rumors or unheard of. I started growing angry, but I tried my best to keep it in.
Instead of replacing it, he offered a case for free only if I paid for the repair cost ($1600HKD, $200US). He also made an offer to give the case and AppleCare if I purchased a brand new iPad. After paying a bunch of money to fix a different Apple product, I had to intent to pay even more.
I felt as if he had no sympathy or as if he didn’t care for me as a loyal customer. He tried to offer a cheap looking case along with a repair that is expensive. I quietly rejected the offer and left unsatisfied on a bad note.
What I don’t understand is why they wouldn’t see the issue from my point of view. I heard that Apple was great at doing that, but I was greatly disappointed after this experience. I know that I am not obliged to receive a new device, but it was as if they didn’t really care about me at all. It was also very disappointing to see that he cared more about the money than the satisfaction of the customer. The cost to replace the glass on a screen would cost Apple almost nothing since their company is already so large and rich, but they still insisted that I would have to pay a lot.
If I were given the replacement iPad, I would have left a satisfied costumer. I probably would have been willing to come back and buy the next iPad that gets released, giving Apple even more money. Since I had such a bad experience, I do not intend to buy any more products from Apple. They have lost me as a loyal customer and I will not recommend them to anybody anymore.
I am immensely disappointed, Apple.
- A rational customer
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Screw Apple they made you drop your iPad
