My friend worked in the apple store for a while and i can tell you that the employees literally can't admit that there is a fault in apple hardware. They cal allude to a bug, or say that the software may need an update but they can never directly say "the hardware is bad". You're better off calling your carrier and complaining or even calling apple customer support, they are far better at helping out people than the actual stores. As far as iphones go i used to own one but made the switch to android a few years back. There are somethings i prefer but for most part the only thing i miss about apple is the integration with my mac and some of the better apps. But to each his own i guess.
Yeah...your friend is lying to you. I've had phones replaced there before because something was wrong with it and they told me as much. If that was a real 'policy' there'd be no point in AppleCare or even in store support.
First when I went into the galleria store for a none power on problem of my 2008 iMac, they reset the system and when I came home the machine still did not work. I was irritated and they told me all machines fail at some point. Fair enough, but at least you should be able to tell me what the problem is. Second time with my suggestions they decided it's a hard drive issue and replaced it with a new one for $240 and upgraded the OSX to 10.8.2. Later on I added 4GB memory to it and it's working perfectly now. Second I went there for a no sound iPhone out of the box, they told me there was a third party part in it and the warranty doesn't cover it. What? Apple produces iPhones with pirated parts itself? Unbelievable. I walked in the Sugarland store, the sweet guy from New Orleans replaced it with a new iPhone(maybe a refurbished one). Depending on the location and the day and a specific somebody, some geniuses could be totally idiots, and they make you feel more like a genius yourself than they are. How much do they get paid? Like someone flipping burgers in Mcdonalds?
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Not true. I've had hardware replaced by the Apple store. In fact, I got extra hardware replaced because they accidentally ordered the wrong parts and just gave me them. This was despite not being under warranty. Like any store, there are bound to be jerks. I wonder if that apple genius went on an apple genius message board and said "Iphone customers are not very nice." This Iphone customer came in today and was like, are your phones even made to last? I rolled my eyes and gave his attitude right back to him. Dude was like, I own 5 iPhones! What, you are special or something man? My broke next door neighbor owns an iphone. lol! So I told him, maybe you should go to android.
I once took in my macbook for water damage repair. When I told them I would take my chances instead of their own solution, they screwed on my parts extra hard so that it'd require a special tool to disassemble. I generally hate customer service and I don't expect apple's **** to smell like roses.
My one year old chewed on my wife's 4s and killed the ringer with drool. Brought it to the genius folks and they couldn't have been any nicer. Swapped the phone out for free. This was yesterday.
i only use apple computers, but i have to agree that in some of their stores in the states their service is atrocious. it seems they simply have too many customers walking through the door and need to hire lots of extra kids with little to no training and in many cases bad attitudes.
Had a problem with my iPhone 5 because the speaker stopped working and had scratches on the screen. Took it to the store and had a genius look at it. He said there were some wiring problem with the speaker due to overuse and that it wasn't the phone's fault. However he replaced it, gave me a refurbished one I think, with new screen guards and everything. The guy was very nice and courteous. jk i don't own an iphone
If you act like a douche, expect to be treated in a not-so-nice manner from some other people...including store employees. That or be given the "fake nice" treatment. Some people refuse to put up with or tolerate BS and prick attitudes from others. That's the way society works. If you have a disagreement or problem with something or someone, then discuss the matter politely. There's a good chance that the other party will be more willing to work with you to resolve the situation, instead of quickly looking for opportunities to get you out of there. There will always be some bad apples in retail, call-center and service-oriented positions, regardless of company.
Sure they are always bad employees, but Apple customers are starting to get very spoiled. With the genius bar easily accessible customers think there problem comes first. Which leads to rude interactions with the Apple Genius. People are offered Applecare on almost every item purchased, and even when they dont get it they think they are entitled to extended help even past the 1 year free warranty. If people can find a way to piss and moan about Apple customer service, I would hate to hear what they would say about Best Buy or a place like that. In a nutshell Apple has created spoiled customers. The End!
A couple of quick insights. My former Regional Director of the company I work for quit our company to become the District Manager for Apple in Houston a couple years back. Here's some things that I know having spoken with her and other former colleagues who now work for Apple. First, as a company that's extremely young at the retail field level, the vast majority of their management were hired from outside sources. And its a TOUGH place to break into for a retail management position. Very unusual for that field. Because of this, there is a sense of "elitism" at the managerial level. If you take a job as a manager there, you WILL step down a level. (i.e. RDs become District Managers, DMs become General Managers, GMs become lower level store management...etc.) This elitism in many ways manifests itself as a culture of arrogance in the stores. The managers think they are smarter and better than they actually are. The employees know better. Because of this, many of the "genius" folk roll their eyes at the store management because so many of their bosses are extremely tech illiterate. My RD friend is the prime example. She led the entire Houston team and yet knows far less about computers than I...much less Apple products. (and I am merely a novice myself). Yet she leads the team? Apple as a company also prides itself on high standards so there is tremendous pressure on their field management from corporate to keep the floor staffed with qualified individuals who know the product (i.e. Genius). And its not as easy as you might think to find that kind of talent who will work at the rates a "Genius" gets paid. So management...many times not skilled enough in their own product...are somewhat held hostage to the attitudes of the people filling the position. In short, Apple...as good a product as it sells... is still a fledgling "retail" company. As such they will have their growing pains.
