Over the years I have been a regular Apple customer, owning the original Mac Plus, the first powerbook, the first ipod. They are still in the attic somewhere.
The only Apple product that I personally refused to purchase was the iPhone, but that’s another story. Just to be clear other members of the household do have iPhones, but I have been a Blackberry and now a Samsung phone user.
I will not refer to the actual Apple Store because this story has not yet been resolved, but I am dumbfounded by the process.
Basically I purchased an Apple Watch for a family member. I questioned what would happen if the watch strap was the wrong size. The sales advisor told me that I could return the strap within 14 days to an Apple Store.
I explained that I live a good hours drive from the store and wasn’t sure I could get to one within 14 days. “No worries, just call Apple Support and they will resolve it for you.”
At home the watch works fine, but it turns out that the strap is too short. No problem, just call Apple Support.
Apple Support won’t deal with the situation because it was bought in store. The only way to resolve the situation is to deal with the store.
OK no problem, ring the store. The phone is never answered and then is automatically transferred to Apple Support, who then refer me back to the store.
After 3 hours of going round in circles, an employee tells me something in confidence! Next time I go round in circles I ask for a technical specialist. At first I get given the same information, go back to the store.
10 minutes later of explaining the situation, he finally says he has permission to help. But the cost will be greater than the cost of buying a replacement strap!
So what have I gained from all this.
Even if you are in an Apple Store – order the item online (advice from an Apple Support Advisor) and then pick up. The staff in the store should help you do this. That way you can access Apple Online support if you need it.
To exchange just the strap, if I had purchased the watch online I would have to send both the watch and strap back, not just the strap!
I did ask whether if my iMac had a faulty power cable would I have to send the whole thing back. You can guess what the reply was and yes Apple I have the saved online conversation with one of your support staff.
