My wife went into the Chadstone (Victoria - Australia) shop today due to her iPhone's (4) touch screen playing up. The phone was still quite functionable, in regards to expectations of a smartphone but became frustrating when the touch screen stopped working. There was a workaround for this (locking the screen then unlocking the screen) but was not an ideal fix, considering we were paying for a fully functional phone.
Prior to going in, last night I ensured that all here apps and iOS were up to date, to ensure there wasn't and easily fixed software problem causing the issue.
She was served by a staff member, who after examined the phone advised that there didn't appear to be a hardware issue so she would need to take it out the back to get the software checked. This was all that was explained to my wife, so she let the staff member take the phone to be checked.
My wife had no issue handing the phone over as about 8 to 10 months ago she experienced an issue with her original iPhone 4 and after a check (at the same store, again out the back) she was given a new phone a few minutes later due to the phone still being under warranty.
My wife returned to the store about 30 minutes later after being told to wait 15 to 20 minutes, to verify what the problem was. Aft waiting 20 minutes she approached a staff member because no one had followed up with her regarding the phone. The staff member sought the initial staff member who had helped her and the staff member went out the back to check. The staff member returned and advised her that they had attempted to check the phone but for a reason (not explained) the phone and gone into panic mode and was unserviceable.
My wife was offered a new phone for $150, as the warranty had expired or to come back another day to follow up on possible solutions. Having to pick up my son and due to not being that tech savvy, my wife opted to come back on a later day.
After explaining the situation to me, I called the Chadstone store later that night to follow up on the situation due to the poor customer service.
I was able to speak to the manager at the time, Joe, and after explaining the situation, I outlined my issues:
1. As my wife previously had a defective product, at no fault of her own, that was within warranty and it was replaced, why didn't the warranty begin again when she was given a new phone? Which later turned out to be defective as well.
2. Before handing over the phone, no attempt was made by the staff member to warn my wife that the phone was not covered by the original warranty, even though it was a replacement phone for a defective phone.
3. Before handing over the phone, no attempt was made by the staff member to to warn my wife that the phone could possibly be made unserviceable. If this was the case, I had pre- warned my wife that if there were any technical issues to contact me and I would advise her on what to do.
4. As the phone was functionable prior to the staff member taking responsibility for it and upon return was not functional AT ALL (read bricked), this was completely inappropriate. I explained that my wife relied on her phone for advice on our baby son.
Joe acknowledged the issue but advised that they could not be accountable for the issue because if we were running old software and they had to restore it and run new software, then this was a possible outcome. I confirmed with Joe that the night before I had ensured I had updated all the apps and iOS, to ensure that these were not the causes of the issue. I also confirmed that my wife had not been advised of any possible issues prior to handing over the phone. If she had, she would have called me to confirm and I would have told her not too as it was not a serious issue.
I advised Joe that this was not really appropriate customer service and I would jot be looking to pay $150 to resolve the issue and we were not at fault. Joe advised that he could not guarantee that we would not have to pay something but confirmed to come in and I confirmed he would be working the day I would be coming in.
Surely based on the history of the issue, Apple are at fault here.