My story is crazy. Over 12 hours invested not including travel time so far.
Two weeks ago I opened a case with Apple about fluttering noises from my APP. I go through some steps and get a warranty replacement approved. I tell them I want a replacement not a mail in swap as I really want to use my APP. The rep makes an appointment for me at my local Best Buy and I'm like..."I don't think they are going to be able to help me." She did it anyway and I figured I'll try. I go there for my scheduled appointment and wait in line for 20 minutes. (I'm in NJ so strict with the Covid procedures.) Finally get to the guy and within 20 seconds he says I don't know what I can do for you.
Says the best he can offer is for me to send them out and I'd get them back within 7 to 10 business days. I'm like... no. That's not going to work.
I get back in my truck and call Apple. Escalate to a supervisor. She really tries to help and then sets me up with a followup appointment at my local Apple Store. She calls ahead to the store and makes sure there should be no issues with me coming and doing a replacement. Fast forward, I go to the store and get in pretty fast. The guy tells me that they don't have any APP replacements in stock so there is nothing he can do.
He schedules me for a call from Apple to see if they can arrange a shipped replacement where I get them first then return the old ones in a pre-paid postage box they include.
Oh boy...this is where I finally lose it.
I get the call from the guy and we go through new steps which included taking the rubber earpieces off and making sure they were clean and free of particles or something. He finally says he will setup the mail in replacement. Phew. He sends me an an email that says it will cost me $195.72 if I don't return the old ones within 10 days and advises me to fill out the info the form requests. He ASSURES me that there will not be a charge against my account unless we don't return them. I go ahead and proceed with the form he asked me to fill out then click submit.
I bet yall can tell what happened next....
Yup.
I immediately get a notice from my bank stating that Apple just charged me $195.72. I literally flip. I told the rep tht this was not good as this is my bank account and we have pending checks and bills outstanding and this could cause problems. He goes on and on and insists that I am wrong. I send him a screen capture showing the pending charge and how it removed the funds from my account. I have no choice other than to cancel at this point which sucks but had to do it. (My wife was livid too!) He cancels then tells me that the charge should be cancelled and returned to my account within 24 to 48 hours but it is up to my bank. (This was Saturday and it's Monday and the charge still shows as pending.)
That was another hour and a half wasted.
I decide I am going to call back in... one more time.... I am clearly a glutton for punishment. I tell the rep that she needs to get me a senior manager because she won't be able to help me. I politely explain I am really unhappy and if this doesn't get resolved tonight I will call corporate on Monday.
She puts me through to a manager named Robert who really tried to help but his system has issues. Finally he tells me he will call me back in 2 hours to proceed with a replacement. Two hours later he calls me back and says that I should be getting an email from Apple to proceed with the swap and that I will have three business days to respond to it or it will cancel. That was Saturday evening. It's Monday now and I still haven't gotten that email.
Really starting to wonder about Apple. Is this the new norm there now? I've been very loyal to them over the past 10 years but if it's becoming a one way street I can't help but be concerned.
Anyway if you made it this far thanks for reading. Not sure how this helps anyone but figured it's good therapy for me.
Have a good day!
