I really love Apple products – I’ve owned loads over the years – but their service hasn’t got a great reputation and now I’m beginning to find this out first hand.
Recent events got slightly out of hand and, to cut a long story short, I had to jump into a swimming pool with my iPhone 3G in the pocket of my shorts. It hasn’t survived the experience well and now won’t charge up.
So, I called Apple who told me to take it to one of their retail stores.
I don’t live particularly close to any of them (the nearest is about 40 minutes away), so I waited until I was going to be nearby and tried to book an appointment at the Genius Bar.
No appointments were available, but I went to the store anyway, only to be turned away by the Concierge.
I have now tried twice more, but there are (I kid you not) no appointments available in the entire week at the store I’ll be near.
So this evening I called Apple and spoke to a helpful guy called Michael. He was extremely informative, explaining how I could mail the phone in to them and they would repair or replace it for the princely sum of £146.13.
Having no other option, I agreed to this, and everything was going swimmingly until the question of payment came up.
Incredibly, Apple will only accept payment by a major credit card for this service. I don’t have a credit card, will not take one out (I don’t need an easy way to fall into debt) and I’m not about to use someone else’s card as I was warned that in the event the phone was ‘irrepairable’ the card would be charged the full cost of a replacement handset. That’s about £440…
So I’m left in the position of having an unusable handset, no realistic way of getting an appointment at an Apple Store and can’t pay for a by-mail repair.
What kind of customer service is that? I was able to sign up for the contract and purchase the handset using a debit card (in an Apple Store!), but I can’t get it fixed using the exact same card.
The same issue has ensured that I can’t use Apple’s MobileMe service.
What other company actively stops their customers from expanding their revenue spend?
I’m disgusted.
Mr GT
I sympathise wholeheartedly. Not only are you a loyal customer, but you’re an unpaid Apple salesman too. Who did I turn to when I had iPod problems? Why my old mate Rob GT of course. Your gadget karma is playing up my friend.
I have to ask, given the nature of the damage to said phone, whether “….everything was going swimmingly….” was a deliberate pun! I’m sure you’ll find the cash for a replacement – if you and Jo ‘pool’ your resources you should be able to ensure you’re not ‘in at the deep end’ financially!
And as for your last question, “What other company actively stops their customers from expanding their revenue spend?” – have you forgotten what NTL was like?
Hope you get it all sorted mate. You deserve it after being my personal unpaid tech support department ever since we met (and I just know I’m not your only ‘client’!).
Still, all’s well that ends well really because Mal was alright because he has a top man for a Dad!
Rob W