Dear Apple executives:
It really shouldn’t take three trips to the Apple store to replace an iPod that is still under warranty. I shouldn’t need to make an appointment to hand you a broken iPod and you hand me a new iPod and someone ring up $100 on the cash register. None of these actions require a technician or a “genius” to complete.
Originally I called the help line and they told me the iPod could be replaced for $100 by just going to the store. I stopped by the store on a Saturday. It was completely packed and they said the next appointment would be two hours away. I said I would return on a weekday, thinking this would mean I could get in and out without an appointment for such a simple transaction.
I returned a few weeks later at 7:30 on a Monday night, and I was told you were completely full and no one could help me despite the fact that at least 10 of your “geniuses” were standing around chatting. I was glad your “geniuses” could take time away from their chatting to make me an appointment for the next day for a transaction that should have taken no more than five minutes but now involves me bringing three children and driving an extra 30 miles to accomplish. Will you reimburse my gas money? (Please be aware I plan to let my three children play with every piece of equipment in the store even after the “genius” finishes my five-minute transaction.)
Three trips to the mall to swap out one iPod does not make me want to purchase any more of your products. And I’m glad I bought a Samsung Galaxy instead of an iPhone.
You need to rethink your customer service to actually serve your customers. Simple transactions should NOT require appointments or geniuses to complete. They also shouldn’t take three trips to a mall.
Theresa Walsh Giarrusso
(Mother of three children who would love Apple products but won’t be getting anymore after these time-wasting experiences.)
Update to this story: When I showed up for my 2:30 appointment, I was told to check in and there would be a short wait. So we waited and the kids played on the iPhone 5 and the iPads. When the guy came over I told him that we had a broken iPod to replace and that this was my third visit in and that was I bit irritated. This guy was very nice and understanding. He started tapping away on his iPad and said well actually they have messed up and they didn’t make the appointment with the right department so … He trailed off. I could tell wehre this was going and this was about to mean making another appointment. I told him we needed to take care of this today. That I was in the night before and had told the girl exactly what was needed and she made the appointment. He said he would make it happen. To his credit, he took care of it. About 45 minutes later we paid our $100 and left with the new iPod.
Have you experienced similar frustrations with service at the Apple store? Are you buying Apple products for your kids? Have they dropped an iPod and cracked the screen? What do you do — replace it or tough stuff? (Rose is paying half the replacement cost.)