Did you get the right phone number? Not an imposter firm through Google search?
I used the "contact Apple Support" link in the bottom of this article; which took me to the following URL, where I scrolled to bottom to request a call back from Apple.
https://getsupport.apple.com/?caller=kbase
Weird that the Genius Bar said a different price. They wouldn’t do anything differently.
I just assumed the difference was due to shipping costs involved with the phone support, but didn't ask.
Excuse me while I go on a customer experience tangent.
It makes me extra frustrated to know that Apple is aware and prepared for this recovery process not to work. The article specifically says "If these steps don't work for you, contact Apple Support."
Is it too hard to pass through the article's URL when I book the service appointment or phone call?
I don't mind that one rep went through all of the rule-it-out style troubleshooting steps.
What has bothered me, after spending hours now with Apple reps, is to receive an offer on a refurbished, out-of-date model, within such a negligible price difference from the latest model!
I really hope this is just a series of honest mistakes. But I worry it's systemic.
Is it so hard to piece together these basic facts?
- I (the customer) currently have the Gen 2 model
- Apple has a newer model available
- I might be interested in upgrading
And one more - this would a little advanced - but imagine also if the Concierge system had capability something like a CRM. You might be able to inform your reps how much I regularly spend in iTunes Store and iCloud services.
Maybe it's just because I work in technology and customer experience. When I heard their proposed cost for resolution, I thought to myself -
"Do they think I'm stupid?"
Truly, I am pretty sure I'm not stupid. I think it's reasonable to guess the Apple TV is priced as a loss leader. I don't expect Apple to spend a lot of time supporting their bottom rung product, but yeesh, this has been awful!
I've been a customer since 1996. This is the first time I can remember having a device malfunction. Is this a typical experience?
Feedback to the leader who is responsible for customer experience at Apple:
Such a missed opportunity.
The fact that Apple links to a service process for this issue, and then allows that process to put a customer in a position where they must consider replacing their problem device with the same, flawed product (lacking the USB port, creating the possibility this same situation will happen to me in the future!) - did you consider how most human beings will feel when treated like this?
To imagine that a real team of Apple employees have spent time designing this process, and to experience the result of their work - gives me the impression that your team does not understand the value of empathizing for their customers who are in this situation.
And please also realize - that I, as your customer, am keenly aware this situation was created by your organization in the first place: when another Apple team, and presumably somebody approved, the decision to remove the USB port from this model.
I wouldn't have bought this device if I knew it wasn't recoverable.
