Service problem. 7 day wait to have an iPhone repaired. It does not make calls. Is this reasonable?

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Level 1

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Service problem. 7 day wait to have an iPhone repaired. It does not make calls. Is this reasonable?

Just visited te Store in Madrid With my iphone. Ir does nos not work to receive ir make calls. All the rest si fine.

After 30 minute wait standing they tell me that the repair will be 150 euros. I find ir very expensive but decide to accept. After all a phone that does not make calls is useless.

But then they offer me an appointment for 7 days later, they say that this is like a car repair service and that they are very busy, so I have to wait 7 days without making or receiving calls. I am really surprised, is this is how Apple services loyal customers? This is not like a car repair service, that is much better and if you have to wait they offer you a replacement car.

I am in shock, you have a very pretty store with lots of staff around but pretty useless, except to convert an apple fan into a detractor.

Worst service experience ever for me

iPhone 4, iOS 8.4.1

Posted on Aug 26, 2015 9:24 AM

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Answer 1

raymond73

Level 4

1,843 points

Aug 26, 2015 10:27 AM in response to javier229

Apple store or another store? If the place is an independent shop you have to deal with their rules and Apple has no involvement.

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Answer 2

javier229 Author

Level 1

0 points

Aug 26, 2015 10:34 AM in response to raymond73

AN official apple store, actually the flagship apple store in Madrid. Huge, beautiful, and useless

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Answer 3

Aug 26, 2015 10:38 AM in response to javier229

Not something anyone here can help you with. You can offer Apple feedback here: https://ssl.apple.com/support/feedback/

or follow up with store management. But 7 days for a major repair isn't all that unusual, and I doubt that they had any 4's in stock to do an out of warranty replacement. Personally, I would have opted to buy a new phone rather than put that much money into one that is quickly becoming obsolete.

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Answer 4

javier229 Author

Level 1

0 points

Aug 26, 2015 3:35 PM in response to Kilgore-Trout

Thanks for the link.

by the way, 7 days is not to do the repair. It is the wait time for an appointment, then the repair time on top of that. I guess all i can do is suffer this poor service level and use the link to give some feedback

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Answer 5

deggie

Level 10

167,177 points

Aug 26, 2015 3:56 PM in response to javier229

So you should go before all the people who made appointments before you?

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Answer 6

javier229 Author

Level 1

0 points

Aug 27, 2015 1:42 AM in response to deggie

I guess you dont get the point. I just was expecting a better service level from a Brand like Apple. Having to wait 7 days for an appoointment when your phone does not work to make or receive calls is not what I expected from a Premium Brand.

Soi for me it is not about going before anyone, is about what service levels is Apple offering in a case like this, which relates to the level of stuffing not anything else

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Answer 7

Aug 27, 2015 4:41 AM in response to javier229

That is not that unusual either. Stores, and the genius bars, are quite busy in some locations. You could also consider getting assistance from your carrier.

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