Here's a call I took while working for Apple a couple years ago. Some lunatic had just purchased a 2017 refresh MBP off Craigslist, and was calling to get a refund for the laptop from Apple since he opened it up and noticed the SSD & RAM was soldered to the logic board. I had to be quite frank with him because he was absolutely delusional on so many levels. It's like, first he tells me he bought it off Craigslist. Then he tells me he opened the device up to see if the RAM & SSD were able to be upgraded. They were not, and this also voided the warranty of his device. He then kept demanding I refund him. I asked him if he could verify the order details at all, and he couldn't whatsoever(it was purchased through a business bulk purchase program of some kind, so probably stolen). That sure was a hoot. He kept demanding to speak with someone higher up than I, and there was no point of escalation for him, so I told him there was nothing we could do at any level of the company, and to talk to the guy he bought it from off Craigslist for a refund since there was naught to be done by Apple.
The more somber and frustrating moments of my time as a customer service representative were the elderly people that would call in and report that they had purchased Apple Store/iTunes gift cards in amounts totaling like $1600+ USD because someone called them and told them it was necessary for whatever gobbity goop they were saying to scam these elderly people. There was only one situation in which I was able to freeze a gift card before the money was taken off it by a scammer, and I fielded hundreds of these calls before I finally gave up and quit the job for the sake of my sanity.
Another fun moment was when there was an outbreak of scammers spoofing the Caller ID info of their potential victim's local Apple store. That was a huge headache to deal with because obviously nobody was happy to be receiving these scammer calls. They'd hang up and call the number on the Caller ID, and would get me on the line, and then I had to explain spoofing caller ID info to peope well out of their depths. It was pretty obnoxious.
What I enjoyed the most was the people excited about getting their new Apple devices. Lots of excitement and fun whenever a new iPhone came out! And I was allowed to have as long a call as I needed with customers, so I got to have some really awesome conversations with Mac/iOS users of all varieties. One thing I wish I could've benefited from was some boost to my paycheck from sales I'd encourage and place for the customer over the phone. The Sales team received such a boost to their paychecks, but I did not. Boo!
The more somber and frustrating moments of my time as a customer service representative were the elderly people that would call in and report that they had purchased Apple Store/iTunes gift cards in amounts totaling like $1600+ USD because someone called them and told them it was necessary for whatever gobbity goop they were saying to scam these elderly people. There was only one situation in which I was able to freeze a gift card before the money was taken off it by a scammer, and I fielded hundreds of these calls before I finally gave up and quit the job for the sake of my sanity.
Another fun moment was when there was an outbreak of scammers spoofing the Caller ID info of their potential victim's local Apple store. That was a huge headache to deal with because obviously nobody was happy to be receiving these scammer calls. They'd hang up and call the number on the Caller ID, and would get me on the line, and then I had to explain spoofing caller ID info to peope well out of their depths. It was pretty obnoxious.
What I enjoyed the most was the people excited about getting their new Apple devices. Lots of excitement and fun whenever a new iPhone came out! And I was allowed to have as long a call as I needed with customers, so I got to have some really awesome conversations with Mac/iOS users of all varieties. One thing I wish I could've benefited from was some boost to my paycheck from sales I'd encourage and place for the customer over the phone. The Sales team received such a boost to their paychecks, but I did not. Boo!
