Does the "A" in Apple stand for Incompetent ?
That makes as much sense as the story I am about to tell you.
If you know me, you know I have written several reviews on the Apple iPhones, all really good ones.
Here is where we change it up a notch, Applecare has been a nightmare beyond belief, lets start at the beginning - My Son, myself, a good friend, and his son, spend the night at the ATT store for the grand release of the iPhone 6 and 6plus - of course it was a Circus atmosphere, and a great bonding time for my son and I. (more on that review here)
OK fast forward to March 4, 2015 - my son drops his iPhone 6 and it shatters, not a big deal, I purchased Applecare ---- right? WRONG, this is where the nightmare begins!
I call in the claim and I am advised that this phone does not have Applecare on it, of course I disagree and I am required to provide the Applecare product number, which I have in my possession, so after an 1 hour and 23 minutes on the phone, me reading product numbers to them several times, I have a replacement phone on the way...... kind of.
FYI - they blame the mix-up on the "Circus or Black Friday" effect the opening day had - whatever?
(Bad day, my wife also put hers through the washing machine - thank goodness she doesnt have Applecare )
My sons new phone arrives March 9th, yeah!!!!
Oh, wait a minute, it doesn't work, message says that the SIM card is incompatible with this phone.
So here we go again, I call Applecare and I am advised that my sons phone does not have coverage and cant figure out why I was sent the phone? I give them all the information - AGAIN and after another 45 minutes on the phone, they tell me to take it to ATT and get a new SIM card. So off we go to the ATT store, and of course, we wait another hour at ATT, get the new SIM card, Guess what, its not the SIM card, Applecare has sent me a T-Mobile phone and I am advised to send it back (by ATT).
So, lets call Applecare for round 3. Now I get a senior adviser and he promises to own this problem until we are satisfied!
Well that lasted a week, same thing, this phone doesn't have Applecare - after several phone calls, sending in my proof of purchase, my IME number, SEVERAL MORE TIMES, (He didn't just ask me once or twice, he asked me several times) and at one point they even had me call me son and have him read it off to them - AGAIN! You would think they would log it in by now, but NOOOO. In their defense, he did get the phone actually working, so things were not in as big of a rush - I was told it was merely a matter of them fixing it in the system, and they would call me within 24 hours to verify it was resolved.
24 hours later, I received a phone call, not the one I wanted though, it seems they want the T-Mobile phone back, not only do they want it back, they want it back now, and when they receive it, then they will send me the correct phone.
NOT an option in my book, I very politely tell them I am sorry they have made SEVERAL mistakes throughout this entire process, I know "Stuff" happens and I am OK with that, but they need to send me out the new phone, when I receive it, I will send the other right back! Here is where the hand-off happens, again.
I get a new Senior Adviser now, and give them all my IME numbers again!!! and at this point I am celebrating my sons birthday and advise her that we have been on the phone now for 38 minutes and ask that she calls me back when this is resolved.
MISTAKE #48, my son goes to record some of the events of his birthday party, to share on social media - and it all comes to a screeching halt! NO MORE MEMORY!!! Seems as though they replaced his 64gb phone with a 16gb phone
Mistake #49 Out of the blue, the old broken phone arrives at my door, no explanation, no return labels, it just shows up!
So here I sit, March 21st 2015, 17 days, another hour and 20 minutes on the phone, and I am advised - AGAIN - that the serial numbers are incorrect and I have to wait for them to clear up the mess they have. I did explain to them that I have sent the numbers in already and they have them on file.
Apparently they keep closing out the files and opening a new one (I truly wander what the motivation is)
OK, I read them IME numbers, from the broken one, and the incorrect, working one AGAIN!
They want me (for now) to keep the old phone, keep the new phone, and just hold on! They hope to have the mess cleared up by Monday and then we can start over.
So here is the best case scenario.
Monday they clear up the mess they have been unable to resolve in the past 17 days, ship me a new box, it arrives Wednesday, I ship the old phone back on Thursday, like nothing has happened and when they receive it the following Monday, then they will send out the correct - 64gb, ATT, phone that day and hopefully I am whole again by April 4th 2015 - EXACTLY one month later!
Until then, sorry kid of mine, no new songs, no new games (memory is full on the 16gb) and those iTunes cards you got for your birthday - well just hold on to them for now.
NEVER-MIND they have had an $649.00 hold on my credit card all this time.(FYI this is the amount for a 16gb phone ) Crazy, stupid, keep me IN the box, mentality.
Day 20 - no phone yet
Day 21 - no phone
day 22 - no phone
3/26/15 So here I sit, the phone has arrived, it came in around 2:00, its now 7:00, its dark outside, I am staring at the box. I don't even want it anymore. How sad, I waited in line overnight just to get the first iPhone 6 on the island, and now I don't even want to open the box......... I know I will have to do it at some point, but I think for the night - it will sleep alone, in its box, on the table.
3/27/15 I have to disclose something here, I know someone that works for Apple, someone that could have fixed this with one phone call from me.
2 Things though, first of all I don't like to "call in that card" unless I absolutely have to - you might think, that with all that happened above - it warranted a call to him.
But that leads me to the second part of the 2 things, all I wanted was to be treated fair, not because of who I know, but because of who I am.
Who am I ? I'm the guy that spent the night on the sidewalk to get your newest phone, I'm the guy that purchased 27** significant Apple products in the last 10 years, I'm the guy that spent over 7 hours on the phone with you, I'm the guy you sent the wrong phone to, I'm the guy you sent the phone that I just sent you-back.
And now, I'm the guy that probably wont be buying the next Apple product.
I'm not looking for an apology, I'm not looking for something for free, the only thing I was looking for, you cant give me anymore.
Update: 3/29/15 Look in comments below - just received and email today that my product shipped !!! (uhm, I think I have it, and I thought this nightmare was over)
Update 3/29/15 : So the call comes in from Apple, very professional apology, genuine concern on how satisfied we are. I am expecting some type of offer for my troubles, I have decided long ago that I would decline it, guessing it would probably be .... Maybe a $50.00 iTunes card? Just guessing ? Any case, I will pass, but whatever the offer is, I will pull the money out of my pocket and give it to my son - right? I can be hard headed, but he shouldn't suffer - right? I have to tell you, they really felt bad, and offered something I couldn't refuse,
Many Mahalos (thanks) Apple. It is late here in Hawaii , I will update more later.
** 3g x2, 3gs x2, 4 x3, 4s x4, 5 x5, 6, 6plus, iPad 1st gen, 2nd gen, Air, and Mini, Apple tv. (looks like it was only 24 - but I may have missed 1 or 2)
(see that empty seat, next to the people sitting at the door at 3 am - I'm that guy)
So much for Applecare!
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