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Old 05.05.2011, 12:45
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Surprising Apple Store Service

I was at the Genius Bar yesterday for an appointment about a problem with my Macbook & at the end of the appointment i said 'oh, by the way I think there maybe a problem with my iPhone - everybody's complaining that they can't hear me, or can barely hear me, & it's been getting steadily worse over the past 2 or 3 weeks'
So the chap runs a basic diagnostic & says he can't see anything on the basic test. So I'm now fully expecting for them to book it in for a proper look. But no - he says to me 'OK what we'll do is just swap it for a new one right now' - did't so much as even check for water damage etc!
I squeek out 'Err , fine with me!' and walk out with a new phone

So, two theories:
Either they've got a problem with this particular thing & being Apple, won't ever admit to it and just shove a new phone at people with the problem.
or, they've got a such a heap of crap PR over this secret location logging file that staff are under instructions to keep the proles happy for a couple of weeks.

Either way, if you have anything wrong or suspect with your ip4, now might be a good time to have it looked at
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Old 05.05.2011, 12:54
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Re: Surprising Apple Store Service

Actually, I have a 3rd theory, as I reailse I'm maybe being a tad too cynical:

He was simply a very nice chap (which he was), and was having a good day & decided to make mine a good day too.
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Old 05.05.2011, 17:29
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Re: Surprising Apple Store Service

I have a 6th Gen Nano - well when I say I have one, I am on my third one! The previous 2 have both died, deceased, dead, ex-iPods

They weren't pining for the Fjords!!!

The first time after 4 months, the seconds after 2 months - both times replaced without question.

I also had a TimeCapsule - from the deadzone - if you had an early one you'll know what I mean. Took it in, the checked the number - brand new one.

Apple kit is good - but it isn't bulletproof - but what they have nailed is customer service. You'll keep people coming back if you keep them happy. And happy people are those who don't have to spend money or time getting stuff fixed. Stuff will always go wrong - we accept that.

How much better is Apple then a call centre and DHL to some repair centre??
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Old 05.05.2011, 17:57
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Re: Surprising Apple Store Service

Don't worry they will refurbish the old phone and won't lose any money on it. The phone you got was probably a refurb as well. Was it in a new box or a brown box?
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Old 05.05.2011, 18:35
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Re: Surprising Apple Store Service

Mine went back for the same reason, replaced with a new one there and then.
Good for business... Wouldn't question it too deeply, easier and cheaper to replace than repair and the customer walks away happy and impresed, maybe becomes a repeat customer...

Gift horse mouth ?
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Old 05.05.2011, 19:08
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Re: Surprising Apple Store Service

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Wouldn't question it too deeply, easier and cheaper to replace than repair
Sure, I guess I was just surprised that they didn't even bother to check if i'd been a f**kwit & dunked it in a cup of tea or something - I'd heard rumours that they were quite hot on this sort of thing.
I've also never, in almost 20 yrs of using mac's, had anything apart from the odd mouse go wrong until this, so never experienced this side of them before
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Old 05.05.2011, 19:14
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Re: Surprising Apple Store Service

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Sure, I guess I was just surprised that they didn't even bother to check if i'd been a f**kwit & dunked it in a cup of tea or something - I'd heard rumours that they were quite hot on this sort of thing.
I've also never, in almost 20 yrs of using mac's, had anything apart from the odd mouse go wrong until this, so never experienced this side of them before
Mine was victim to a Swiss Air chocolate melting into the ports whilst sitting in my shirt pocket. I have heard horror stories of them defaulting on claims and using moisture as an excuse. So far my Apple experience is second to none.
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Old 05.05.2011, 19:16
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Re: Surprising Apple Store Service

My wife had the same experience. Brand new phone replacement (no refurb). This was for a broken (smashed) screen
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Old 05.05.2011, 19:18
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Re: Surprising Apple Store Service

If you have an iPhone, they know you're coming and can prepare ;)
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