Apple - Praise.

Henry_Hoover_2

I'd just like to priase Apple for their outstanding service.

I have a white iPhone, which i've had since Feb. It had started to develop cracks at the bottom, where the charger goes in. After googling it, I discovered it is a known fault with the white iPhones.

I emailed o2 customer services (as I had ordered and arranged the contract and phone online). o2 were most unhelpful, and told me to take it instore. I wasn't happy, as it isn't convenient for me (hence me ordering online!) but I took it in, and was told by the shop assistant that it was just "wear and tear" and to go back to customer services.

I went back to o2 customer services, who told me to try another local o2 store!

So.. I took to to another local o2 store, who told me that they can't help at all, and to take it to Apple. (the manufacturer). They wouldn;t budge at all, and even admitted that it was a known fault, but that "it's not our problem".

So.. I went back to o2 customer services, who told me that only o2 stores can arrange repairs, and I can't send it direct to o2 as they don't do repairs (!) and that I can either take it to a different local store (!) or go to an Apple store. (I live in Nottingham, my nearest is a half hour train journey away. Not that far, but considering I bought the phone online, not acceptable!). I asked o2 if Apple arrange repairs over the phone, they said no, they don't have a postal repair service, just an instore one).

I was very p'd off by this point, so I called Apple, who were very helpful, and said they would arrange the repair by phone. They sent me a box which arrived the next day, I posted my phone to them and received a free replacement within 5 days!

So - Praise to Apple, but warning about o2. They should have just told me to contact Apple by phone, instead of having me run around to their shops, and giving me mis-information!

Jo_Mc_2

I had a problem with the earphones which came with my iPod Touch 11 months ago. The replacement ones are £25 to buy so I contacted Apple and was told to take it into my nearest Apple Store. They replaced them with no fuss whatsoever :T

samwsmith1

I would like to say the same about them!
I've had 2 replacement iPhones (so on my third now) in just over 12 months (if you don't have applecare on your phone - buy it now!) each replaced before I sent the old one back - but only because they took a temporary autorisation of my credit card of £380 to guarantee return of the phone.
If I had an apple store close by I would take it there.

Coopdivi

If Comet changed their name to Apple or Melon or something would everybody praise them for supplying rubbish products?

Henry_Hoover_2

Coopdivi wrote: »

If Comet changed their name to Apple or Melon or something would everybody praise them for supplying rubbish products?

It's the way that problems are dealt with that makes all the difference.

Coopdivi

But if the products worked in the first place you wouldn't have to complain.

Henry_Hoover_2

Coopdivi wrote: »

But if the products worked in the first place you wouldn't have to complain.

In a perfect world, yes.

The capabilities of an iPhone, and the way it gets chucked around in my bag/pocket etc, i'm surprised it lasts as long as it does!

Jo_Mc_2

Coopdivi wrote: »

But if the products worked in the first place you wouldn't have to complain.

I sat at the "Genius Bar" for around 20 minutes last weekend waiting for my appointment to get my earphones sorted and I couldn't believe just how many iPhones were being booked in for repair, or being collected after repair or being replaced.

brettcta

i was in the apple store in the manchester arndale today and although i had to wait for 25 minutes for a pre-booked appointment about my mac, the genius was nice and apologetic, ordered the part i needed and said he'd give me a call when it's in. thoroughly pleasant experience, given how busy they were (very busy)

FIK

Applecare is a waste of money. In Europe any electronic item should be expected to last at least 2 years. You don't need extended waranties.

Tazinijif

Coopdivi wrote: »

If Comet changed their name to Apple or Melon or something would everybody praise them for supplying rubbish products?

Henry_Hoover wrote: »

It's the way that problems are dealt with that makes all the difference.

I agree with Henry, I would rather have a product that is probably going to have a problem that I KNOW will get fixed with no fuss or cost than a product that might have a problem that will mean I completely wasted my money as it won;t be replaced or fixed.

I have had too many phones f*** up where manufacturers and salespeople have just told me that it is tough, because I don't have insurance.

It is also worth noting that if your apple product breaks in a way that would be covered by a regular warranty, then Apple will replace/fix it whether you have applecare or not, like any other product from any other manufacturer.

Applecare IS a good idea if you are particularly clumsy or your apple product has a lot of important things on it (documents etc), as it covers you for spillages, drops, being sat-on... basically accidental damage that is the fault of the consumer rather than Apple. As there are so few people who CAN fix an apple product, the repairs are expensive enough to make the warranty more financially sensible than that of a product by any other make.