I &heart; Apple Customer Service
A couple of weeks ago I thought I was receiving a record number of emails. So much so, that I grabbed my iPhone out of my pocket to see what the vibrating fuss was all about. Nothing, not a single email, text, nothing. Then it vibrated again. And again. And again. I noticed that just tapping slightly on the back of the case would result in a sustained vibration.
Not the worst thing that could have happened, but not something I’d choose form a list, that’s for sure. I call up Apple Customer service and talk to a guy named Bob who was fantastic. Fifteen minutes later, they’re sending me my replacement and I just have to send in my old vibrating iPhone within ten days.
By 9AM the next morning, the FedEx guy is handing me my brand new replacement. Not wanting to get hit with the $500 replacement fee for my 16GB version, I hustled the old phone (complete with pre-packaged/labeled/you-name-it return box) to FedEx Kinkos during lunch that day.
All was well in my world again and I was thoroughly impressed yet again with my Apple experience. Then I got home tonight. I was shocked to see a box that looked just like the one I sent to Apple. Did they have the shipping address wrong on the original label? Maybe Apple didn’t pay their FedEx bill? Nope. My old phone was back! And it was complete with the annoying vibration. I thought to myself, “how odd”. Then I read the note informing me that the phone had damage not covered under warranty and my credit card had been charged the $500 replacement fee. And here’s your useless iPhone back for good measure!
I immediately called Apple and was sent to a manager who had the great misfortune of listening to me unload on him. When I finished, he told me they didn’t honor the warranty because the phone got wet. Wet!?!?! Sure enough, the water test label is located in the dock plug area and after he explained it to me, I verified that it was indeed red which meant water had gotten in there at some point. But still, I pleaded.
“The vibration switch is on the top and I swear the phone has never gotten wet… except for maybe when I talk on it in the rain! Surely you’re not suggesting that I can’t talk on my $500 phone in the rain, right? Right!?!?!?”
I then requested to cancel my Apple Care service and told the manager I was now terrified of getting screwed by Apple on my second iPhone or, God forbid, my Macbook Air. Just when I was making the switch to all Apple products. Man!
Then I got put on hold. The manager came back on after looking at the pictures some more and admitted that that was the only water sensor that had turned red and that he would see what he could do. Five minutes later, they’re refunding my $500 charge and asking if that’s enough to make me happy. Well, duh. I then kind of felt like an ass and thanked the manager profusely and hung up the phone.
So there you go. An American company staffed with a customer service department that actually wanted their customer to be satisfied. I don’t know why I’m so shocked… no wait… I do.
So wherever you are tonight Mr. Apple Customer Service Manager, thanks again. We almost broke a wonderfully blissful streak of happy customer service calls but pulled it out at the last minute.
FYI, they sell “iPhone dock plugs” on eBay and I just ordered six of them. No water getting in my phone… ever. Oh, they sell Apple products at www.apple.com/store. Buy them up. You won’t regret it.