icetross911

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

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Q: Apple Store/AppleCare+ Help/Frustration

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  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Jun 22, 2016 5:34 AM in response to icetross911
    Level 9 (58,991 points)
    iPhone
    Jun 22, 2016 5:34 AM in response to icetross911

    icetross911 wrote:

     

     

    WHAT DO I DO NOW?

    You either wait until they contact you as they said they would. Or, you call AppleCare and ask to speak to a supervisor.

     

    And, next time, don't go to Best Buy. Make an appointment directly at the Apple Store yourself. Best Buy has nothing to do with AppleCare. You'll save yourself a lot of time.

  • by icetross911,

    icetross911 icetross911 Jun 22, 2016 8:38 AM in response to icetross911
    Level 1 (4 points)
    Jun 22, 2016 8:38 AM in response to icetross911

    Well, just spoke with Apple Customer Service and was told that there was an "error" with my serial number and/or IMEI number as it was entered incorrectly during another phone replacement and thus voided my replacement. So, now I have to wait another 24 to 48 hours to see if they can rectify the situation. So, I suffer for someone else "error"... Gotta Love this!

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Jun 22, 2016 8:42 AM in response to icetross911
    Level 9 (58,991 points)
    iPhone
    Jun 22, 2016 8:42 AM in response to icetross911

    People make mistakes. It happens. It's not fun when it happens to you. However, I figure, in my life, I've made a few mistakes that have caused other people annoyance or distress. So, I take a deep breath, remember that it's a first world problem and try not to let it ruin my day.

     

    Best of luck.

  • by icetross911,

    icetross911 icetross911 Jun 22, 2016 9:02 AM in response to Meg St._Clair
    Level 1 (4 points)
    Jun 22, 2016 9:02 AM in response to Meg St._Clair

    Thanks for that reminder, as that is how I go about life as well. Unfortunately, I continue to get the runaround. That is what is wearing on me. They are not taking ownership of their mistake. That irks me!

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Jun 22, 2016 9:52 AM in response to icetross911
    Level 9 (58,991 points)
    iPhone
    Jun 22, 2016 9:52 AM in response to icetross911

    Yeah, very annoying. The only other thing to do would be to call back and keep escalating. Either you'll get some additional help or, you'll raise your blood pressure far more than is enjoyable.

     

    Best of luck.