Other apple employee dropped my phone - what would be a good resolution?

[darksithpro]

You sound extremely entitled. I personally hope you drop your replacement iPhone the second you’ve left the store, and that the screen breaks

To be fair the Apple employee didn't say anything when he dropped it. He should have staight up went to the manager and told him he dropped it.
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Apple don't box up repairs.

Just a heads up thogh, if you press it further, the likelyhood of that kid getting into more trouble is likely. I beleive in karma, so just take a pause and consider if this is really worth taking. You know what they say, Karma is a ***** and all that...

 

[nicho]

yet they feel they are “entitled” for more.

I have plans. I didn't expect to have to change them to fit in another visit to an apple store. In a later comment, I wrote that they had appeared to offer me more in return for the extended wait & return.

Putting brackets around the word entitled is a good choice, since, well, since when does asking someone to make good on an offer make someone entitled?
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To be fair the Apple employee didn't say anything when he dropped it. He should have staight up went to the manager and told him he dropped it.

Honestly? If the worker had done that, followed by the manager approaching me directly and explaining the situation, and offering to run diagnostics etc. and taken the upper hand, I probably would have had to be OK with that. I'd have been in and out in 10 minutes I guess.

Because I had to call the manager over and they weren't going to say anything... that made the situation completely different.

 

[darksithpro]

I wrote that they had appeared to offer me more in return for the extended wait & return.

Honestly, what more do you want? You borught in a phone that's been out for more than two years. They sell between 250 and 300 on ebay. So the value of your phone is less then anything in the store they sell, minus charagers and cases. I mean C'mon man!

 

[Breezygirl]

I guess you missed this part....

“Anyway... should I be happy with this, or should I be pushing for more? Ideally they'd be speeding up the process, refunding my battery replacement fee, or giving me an accessory or something to make the wait a bit more palatable. Would asking for one of those make me unreasonable?”

This person is already getting a new phone from the mistake... yet they feel they are “entitled” for more.

Because they should be.

 

[nicho]

Honestly, what more do you want? You borught in a phone that's been out for more than two years. They sell between 250 and 300 on ebay. So the value of your phone is less then anything in the store they sell, minus charagers and cases. I mean C'mon man!

The conversation went thusly.

ME: I don't want to wait 7 days for a replacement, I don't think that's an acceptable time to wait.

THEM: Nothing I can do about it.

ME: Hmmm.

THEM: I can give you an accessory. That's something I can do.

ME: OK.

...

ME: So do I take my phone home and bring it back or...?

THEM: Oh, the accessory was supposed to be instead of replacing it.

ME: But I want you to replace the phone with one that wasn't dropped by your staff.

THEM: You can't have both.


Well there you go. I don't think 7 days is an acceptable wait, and I do think they had appeared to agree. At this point, I either want both (as it seemed was on offer) or I want my replacement device quicker than 7 days.

 

[darksithpro]

The conversation went thusly.

ME: I don't want to wait 7 days for a replacement, I don't think that's an acceptable time to wait.

THEM: Nothing I can do about it.

ME: Hmmm.

THEM: I can give you an accessory. That's something I can do.

ME: OK.

...

ME: So do I take my phone home and bring it back or...?

THEM: Oh, the accessory was supposed to be instead of replacing it.

ME: But I want you to replace the phone with one that wasn't dropped by your staff.

THEM: You can't have both.


Well there you go. I don't think 7 days is an acceptable wait, and I do think they had appeared to agree. At this point, I either want both (as it seemed was on offer) or I want my replacement device quicker than 7 days.

Well... In that case I say go for the jugular. Sounds like the manager was unsympathetic and simply didn't seem to care. Yea, if no apology was given I say take them to the cleaners...

 

[C DM]

The conversation went thusly.

ME: I don't want to wait 7 days for a replacement, I don't think that's an acceptable time to wait.

THEM: Nothing I can do about it.

ME: Hmmm.

THEM: I can give you an accessory. That's something I can do.

ME: OK.

...

ME: So do I take my phone home and bring it back or...?

THEM: Oh, the accessory was supposed to be instead of replacing it.

ME: But I want you to replace the phone with one that wasn't dropped by your staff.

THEM: You can't have both.


Well there you go. I don't think 7 days is an acceptable wait, and I do think they had appeared to agree. At this point, I either want both (as it seemed was on offer) or I want my replacement device quicker than 7 days.

Why is a week not acceptable when you have a working device that you can use in the meantime?

 

[nicho]

Why is a week not acceptable when you have a working device that you can use in the meantime?

Because I should have been walking out of the store with it there and then instead of another wasted journey?

I get your point, although they didn't actually do the diagnostics test they said they would so I don't know for sure that it is working fully.

 

[darksithpro]

Why is a week not acceptable when you have a working device that you can use in the meantime?

Honestly if I was him I'd demand express shipping with a tracking number.

 

[HeadphoneAddict]

I had my iPhone 7 battery replaced today. While collecting it, the employee dropped it on the floor. I saw this, but wasn't sure it was mine. I watched like a hawk until the "collection box" was emptied and sure enough nobody else collected an iPhone 7. The employees didn't raise the issue, and seemed to want to pretend it hadn't happened and hope nobody noticed.

There's no obvious/visible damage, but dropping a phone from that height can't be a good thing? And it's way out of warranty, so I don't want to find out in a day or a week that it's knackered.

The store agreed to replace it, but I have to wait 7-10 days for a new one to arrive. Why can't they replace with a different colour (they insist that it can't be done. What a stupid system!) Anyway... should I be happy with this, or should I be pushing for more? Ideally they'd be speeding up the process, refunding my battery replacement fee, or giving me an accessory or something to make the wait a bit more palatable. Would asking for one of those make me unreasonable?

Yeah. I'd just be happy they're replacing it to avoid a failure further down the road due to the drop.

If you really couldn't wait and go back later to pick it up, you could have asked them to just extend your warranty, but I doubt they'd have the authority to do that.

 

[C DM]

Because I should have been walking out of the store with it there and then instead of another wasted journey?

I get your point, although they didn't actually do the diagnostics test they said they would so I don't know for sure that it is working fully.

So it's not really "not acceptable" but just "not as good as it should have been under typical circumstances" (assuming they already accepted what happened and put the order in for a replacement and noted it all somewhere so that something doesn't change).

 

[stafil]

Just to clear any confusion. During these 7 days you get to keep your old phone, right?

 

[44267547]

I think you may have misunderstood that part. I wasn't asking for a different colour in a "Actually I'd rather have black" way.

I understood what you meant, based on this quote:

Why can't they replace with a different colour (they insist that it can't be done. What a stupid system!)

I know you weren’t asking for a different color as a trade off, but Apple doesn’t have to provide you a different color when your phone is working perfectly fine, until they could obtain the replacement device to give you when it arrives. It’s not like they left you with a broken phone, again, they acknowledged their mistake.

I totally get the unfortunate circumstance of them dropping your phone, but I think this thread is extending way beyond what it needs too.

 

[Ebok]

WTF is with the hostility to the OP in this thread??? You people are insane.

I mean, is it a little much for him to be asking for MORE than a new phone? Yes, perhaps it is. But asking Apple not to DROP your phone when you bring it in for repair, and to replace it when they do, is perfectly reasonable. You can bet if there was any damage that emerged after the fact and OP came in a week later it'd be "customer fault" and OP would be out a good chunk of cash.

Also, expecting Apple to be able to replace devices they still support on the same day (or at least within 1-2 business days) is not at all unreasonable. Asking someone to wait a week for their iPhone (or Mac) to be replaced is ridiculous. Some of us actually use these devices to get work done and being out a week is money/time lost. It's especially frustrating when something like this happens even with AppleCare (which granted, OP doesn't seem to have)

OP (and anyone else) if Apple puts you in a tough spot like this, don't be afraid to take advantage of their two week no questions asked return policy to make yourself whole while you wait.

I would agree with you only if the iPhone he dropped wasn’t working, but it is.

 

[nicho]

Honestly if I was him I'd demand express shipping with a tracking number.

Not sure if being serious or sarcastic, but if serious it doesn’t exist in my country. Everything has to go through the store, which makes everything somewhat a chore.

 

[FeliApple]

While I do agree that they should have told you, I think they are offering the best possible course of action.
Here's an unfair resolution: I'm not in a country with an Apple Store. A family member travelled to the US to exchange my broken 7+, near the end of my warranty period (I couldn't travel earlier and nobody I knew travelled either), and they told me that even though their in-store diagnostics showed that the phone was clearly broken, they needed 10 days to check I don't know what. Well, my family member didn't have 10 days, Apple did nothing. I am still with the broken phone, warranty gone. Nearly two years after purchase.

 

[Nhwhazup]

The conversation went thusly.

ME: I don't want to wait 7 days for a replacement, I don't think that's an acceptable time to wait.

THEM: Nothing I can do about it.

ME: Hmmm.

THEM: I can give you an accessory. That's something I can do.

ME: OK.

...

ME: So do I take my phone home and bring it back or...?

THEM: Oh, the accessory was supposed to be instead of replacing it.

ME: But I want you to replace the phone with one that wasn't dropped by your staff.

THEM: You can't have both.


Well there you go. I don't think 7 days is an acceptable wait, and I do think they had appeared to agree. At this point, I either want both (as it seemed was on offer) or I want my replacement device quicker than 7 days.

Be thankful you are getting a replacement and move on. Stressing over something like this that will be taken care of is not worth it. How on earth do you deal with all the things in life that aren’t corrected to your satisfaction or that can’t be fixed? How do you get over it when you make a mistake?

 

[ericwn]

i think you've definitely found out that the best thing to do is NOT to ask for advice on this forum.

Sometimes receiving feedback from others can help evaluate the situation, especially if you’re thinking about “pushing for more”...

 

[ericwn]

Okay people. It’s not “apple DROPPED the phone” it’s a pathetic $11hr RETAIL EMPLOYEE who doesn’t give a rats ass about apple.

Not sure why a person with a low income is pathetic to you, but that person represents their employer nevertheless.

 

[brar.arsh]

You have already wasted much more your and everyone else's time here than what you would have wasted on another visit.
Go and get it replaced if you want, I wouldn't have bothered though.

 

[nicho]

You have already wasted much more your and everyone else's time here than what you would have wasted on another visit.

That part is my problem how exactly? :/

 

[Phone Junky]

They are willing to give you a replacement. They will not replace with a different color or storage. That's their policy. If you want the replacement, you'll have to go back to get it since they did not have your exact model in stock. If that is not doable, you can always keep your existing phone that still works fine. Your decision. Pretty simple.

 

[agente46]

Just to clear any confusion. During these 7 days you get to keep your old phone, right?

Yes, OP was complaining that she has to make another trip to the store for no reason lol

So for the “hassle” of coming back 7 days later for a brand new phone... she is demanding more...for her precious wasted time

 

[stafil]

Yes, OP was complaining that she has to make another trip to the store for no reason lol

So for the “hassle” of coming back 7 days later for a brand new phone... she is demanding more...for her precious wasted time

Well, I understand that it can be inconvenient. And she is free to try to push for as much compensation possible. Personally I wouldn’t bother, but we shouldn’t judge.

 

[AppleHaterLover]

Well, I understand that it can be inconvenient. And she is free to try to push for as much compensation possible. Personally I wouldn’t bother, but we shouldn’t judge.

Yes, we should. OP specifically asked for this forum’s opinion in the first post.

We gave him/her our opinion. He/she didn’t like it.

Sometimes people ask for an opinion when they just want to validate their questionable behavior. Sorry not this time