Q: Apple Store/AppleCare+ Help/Frustration
Recently my iPhone went for a swim. I went back to Best Buy where the iPhone was purchased and spent almost 2 hours with an Associate trying to set up a replacement phone through AppleCare+. The last attempted he was put on hold with Customer Service, and after a 20 minute wait there was no response and he had to hang up as the store at this point had been closed for an hour. I was told by a Best Buy Manager that there was nothing more they could do, but he recommended that I visit and Apple Store. He told me that they could help me get me a replacement phone the next day. So, I went to a Apple Store yesterday. They set up an appointment for me, which I waited for an hour (after asking how long it was going to be at this point I was told they they accidentally forgot to call me and a second appointment had to be set up, of which I had to wait another 20 min). When I finally was able to speak with a Associate he proceeded to tell me that I could not get a replacement phone, because someone at another Apple Store incorrectly entered the serial number from my phone on a replacement back in January in another state. So, according to their system my phone had already been replaced. I asked for a manager and was told by the Associate that he had already spoken to his manager and there was nothing that the manager could do about this. The Associate told me that he has updated the system correctly to show that the serial number belongs to me and is currently still in service. Wow, Great! Only, the phone does not work, so it is no **** good to me. I asked what can I do at this point, and the Associated told me that he would escalate the situation and he hoped that it could be corrected. He told me that I should come back to the store in a couple days to see if it was approved that I could get the replacement phone.
So, how is this my **** fault? So, I go without a phone, because an Apple Store Associate screwed up. I have been a big supporter of Apple products over the years, but the Customer Service *****. I expect the reason why the Best Buy Associate was having so much trouble is that he was running into issues with the serial number, but was getting no answers for the AppleCare+ Customer Service. If this is not resolved when I go back to the store I am done with Apple. I have spent a lot of money on their products over the year's, and I am spending money on AppleCare+, but I can't even use it due to a screw up by an Apple Store Associate.
WHAT DO I DO NOW?
Posted on Jun 22, 2016 5:11 AM