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

[agente46]

The ironic thing is, everyone in this thread who is giving the OP a hard time would in fact do exactly the same thing as the OP if the situation happened to them, takes phone in for repair, apple employee drops phone, customer told to wait 7 days for a replacement for a issue that was caused by the store in the first place.

There is no 'entitlement' on behalf of the OP. The phone was dropped, even if it was still working, the drop could have caused other faults that would not so readily show up but do so a few days later. The OP has every right to ask for a replacement within a time frame that suits the CUSTOMER. The store employee dropped the phone, then has the audacity to say there is nothing they can do about the time frame, even though it is their fault.

This is why companies such as Apple get away with poor customer service because far too many of it's customers are prepared to accept such poor service, as evidence by many posts in here supporting the store.

What if you took other items to be repaired, such as a television, washing machine for example, to the the relevant repair companies and saw them drop or bash your repaired item in front you, would you be so readily to accept it and take it home?, no of course you wouldn't. You would ask for a replacement and if the store employee said 'sorry, don't have it in stock, going to take a week to get a replacement', are you going to accept that, no of course not. They dropped it but your the one being inconvenienced by having to wait for a replacement and having to find time to pick up the replacement, all because of something the store did.

Don't 'hate' on the OP for something you know you would do yourself given the exact same situation.

Speak for yourself. I wouldn’t be doing the same thing. If they offered me a new phone I’d be ecstatic and ready to pick up when it arrives and not complain about trying to get get a free case, white glove delivery service, waived battery replacement fee... etc. And to complain about making a 2nd trip? Come’on now...

If she don’t want to make a second trip, then keep the old phone which was fine to begin with. No one is forcing her to get a new phone.

You can’t get everything you want in life... there are compromises and coming back another day for a brand new phone is a compromise

 

[Jordan921]

The ironic thing is, everyone in this thread who is giving the OP a hard time would in fact do exactly the same thing as the OP if the situation happened to them, takes phone in for repair, apple employee drops phone, customer told to wait 7 days for a replacement for a issue that was caused by the store in the first place.

There is no 'entitlement' on behalf of the OP. The phone was dropped, even if it was still working, the drop could have caused other faults that would not so readily show up but do so a few days later. The OP has every right to ask for a replacement within a time frame that suits the CUSTOMER. The store employee dropped the phone, then has the audacity to say there is nothing they can do about the time frame, even though it is their fault.

This is why companies such as Apple get away with poor customer service because far too many of it's customers are prepared to accept such poor service, as evidence by many posts in here supporting the store.

What if you took other items to be repaired, such as a television, washing machine for example, to the the relevant repair companies and saw them drop or bash your repaired item in front you, would you be so readily to accept it and take it home?, no of course you wouldn't. You would ask for a replacement and if the store employee said 'sorry, don't have it in stock, going to take a week to get a replacement', are you going to accept that, no of course not. They dropped it but your the one being inconvenienced by having to wait for a replacement and having to find time to pick up the replacement, all because of something the store did.

Don't 'hate' on the OP for something you know you would do yourself given the exact same situation.

Sorry I wouldn’t act like an entitled brat. Apple offered them a replacement but they are still over here complaining.

 

[HEK]

I knew I forgot something! He should be flown to Apple in California to be invited to design the new iPhone and be the first to get to use one as an alpha/beta tester.

Someone who has been mishandled so severely such as the OP should be compensated to the sky! I mean he had his phone broken and they only offered to replace it within a week! WTF! Sell your Apple stock immediately people.

Phone was not broken, still works fine.was just dropped. Sure it wasn’t first time in two years of use..

 

[Jordan921]

Phone was not broken, still works fine.was just dropped. Sure it wasn’t first time in two years of use..

I’m sure it wasn’t the first time either. But because an Apple employee dropped it they feel entitled.

 

[SnyG]

In fairness to OP, they really ought to drag the employee out in front of the entire store and flog him with branches whilst the other customers chant "shame, shame, shame, shame". Maybe some rotten fruit too, although I personally think that'd be taking things a step too far.

 

[stafil]

Oh my god. You guys are brutal.

 

[jabbok]

Only Apple fans would think like that. The rest who live in the real world would be fuming if they saw the employee drop the phone on the floor, then be told you have to wait a week for a replacement. Those in the real world would immediately ask to speak to the shop manager. Why should the customer be inconvenienced due to carelessness at the hands of an Apple store employee.

The phone still works so he has something to use until he gets the new one, they didn't have the same phone at that location so he has to wait it's not that big of a deal.

If the phone didn't work then yes get mad and demand they replace it with something else for him to use in the meantime but the original phone still works.

Accidents happen it's unfortunate the employee didn't go to his manager and explain what happened but he didn't, you can't do anything to change that now just be happy that you saw it and are getting a replacement.

 

[noobinator]

Oh my god. You guys are brutal.

No. This phone dropper should probably be arrested and put in jail .

 

[SafePin]

The no visible damage doesn't mean much other things could have been damaged. However, they are replacing the whole thing to compensate for the dropping of your device. The way i think they see it as you came in with a device that had no issues other than your battery issue but because their employee dropped it and was shady about it they decided to give you a new device. I worked in retail for a little while so as for your color change question, here would be their side: Every phone that the replace has to be justified. If you had a space grey iphone and they make a mistake and break a grey iphone they have to send back that grey iphone when offering the new one. The replacement has to be issued for the same model and color. ( essentially the same phone ) As for your last point for further compensation, your compensation was the new phone. Yes, they will charge you for the battery replacement because thats what you came in for but they're handing you a new phone as compensation for potentially damaging your personal device.

 

[SnyG]

Accidents happen it's unfortunate the employee didn't go to his manager and explain what happened but he didn't,

He could well have been worried about getting into trouble and/or thought that the manager wouldn't have his back. I worked retail (selling phones in fact) for a few years and it was absolute bloody hell, I've never been so stressed in my life... and good managers were extremely thin on the ground.

Edit: And all OP will achieve by pushing this any further is getting him into trouble. Fair enough if that doesn't bother you, but unless someone really - and I mean really, maliciously - cocked up, my conscience wouldn't allow it.

 

[The-Real-Deal82]

If there is no physical damage on the device then I don’t think they are obliged to do anything. I drop my phone at least twice a week so I highly doubt it’s caused any damage.

 

[Jimmy James]

I wish my phone got dropped and replaced under this arrangement.

 

[jabbok]

He could well have been worried about getting into trouble and/or thought that the manager wouldn't have his back. I worked retail (selling phones in fact) for a few years and it was absolute bloody hell, I've never been so stressed in my life... and good managers were extremely thin on the ground.

Edit: And all OP will achieve by pushing this any further is getting him into trouble. Fair enough if that doesn't bother you, but unless someone really - and I mean really, maliciously - cocked up, my conscience wouldn't allow it.

This is true working retail can be quite brutal, I hope everything works out for the OP and the employee.

 

[LovingTeddy]

Don't be so greedy. You are getting excellent customer service from Apple, due to their mistake. You are coming out ahead, even if you have to drive back and collect the phone.

How is this excellent service by making a mistake and correct the mistake. I cannot comprehend low standard some of you have. If customer comes to pick up a phone that was repaired, but dropped my Apple employee, then customer just need suck it up and wait for 7 more days?

 

[Jordan921]

How is this excellent service by making a mistake and correct the mistake. I cannot comprehend low standard some of you have. If customer comes to pick up a phone that was repaired, but dropped my Apple employee, then customer just need suck it up and wait for 7 more days?

Yea wait 7days and use the phone that has no physical damage til they can get a replacement unit shipped to the store. What’s so hard about that?

 

[agente46]

How is this excellent service by making a mistake and correct the mistake. I cannot comprehend low standard some of you have. If customer comes to pick up a phone that was repaired, but dropped my Apple employee, then customer just need suck it up and wait for 7 more days?

Low standards for getting a brand new phone from a 2 year old phone with no physical damage? Sorry Ms. Kardashian

 

[alphaod]

They should give you a 512GB iPhone XS Max with AppleCare+, obviously.

 

[nicho]

You expected a used device to be replaced with a brand new one? (Or is this basically just to keep this stringing along?)

Try reading again without inferring the exact opposite of what was written.

 

[Five_Oh]

Are we *really* still talking about this? Doesn't seem like anyone is likely to suddenly change their opinion.

 

[rugmankc]

Are we *really* still talking about this? Doesn't seem like anyone is likely to suddenly change their opinion.

How far we have fallen--

 

[laptech]

Are we *really* still talking about this? Doesn't seem like anyone is likely to suddenly change their opinion.

You will find it is still being discussed because of some peoples bewilderment that there are people who believe it is perfectly acceptable for an Apple employee to drop a customers phone (no outside physical damage, therefore people implying it is acceptable) and for that employee to have the audacity to tell the customer they are going to have to wait a week for a replacement.

Those who keep defending Apple keep using the word 'entitlement'. So, if any of you was to walk into any non-apple store to collect your purchased/repaired item and witness the store employee drop it in front of you, apologize to you for dropping it then hand it over to you, your going to accept it and walk out the store a happy person?. If you do not and demand better customer service, can we call you 'entitled' for having the cheek to complain and ask for a replacement? because that is what you are accusing the OP of doing.

 

[davedvdy]

You will find it is still being discussed because of some peoples bewilderment that there are people who believe it is perfectly acceptable for an Apple employee to drop a customers phone (no outside physical damage, therefore people implying it is acceptable) and for that employee to have the audacity to tell the customer they are going to have to wait a week for a replacement.

Those who keep defending Apple keep using the word 'entitlement'. So, if any of you was to walk into any non-apple store to collect your purchased/repaired item and witness the store employee drop it in front of you, apologize to you for dropping it then hand it over to you, your going to accept it and walk out the store a happy person?. If you do not and demand better customer service, can we call you 'entitled' for having the cheek to complain and ask for a replacement? because that is what you are accusing the OP of doing.

I thought people were being pretty reasonable here. I'll try summarizing. The "entitlement" is to be given more than a replacement device...to be made more than whole.

From the Opening Post: "Anyway... should I be happy with this, or should I be pushing for more?" (more than an exact model replacement device he was already offered (color, size, storage, etc.).

 

[nicho]

The "entitlement" is to be given more than a replacement device...to be made more than whole.

Or from the other perspective... to have it made right for the unexpected and lengthy wait...

In discussion with the store manager, I was told it would actually take up to 14 days to arrive per store policy. 7 days was a miscommunicated "we hope it takes a week, but tough luck if it takes an extra week beyond that" due to language issues.

One of the things I mentioned in the OP was to ask for it to be sped up to a more reasonable wait. That has now happened and it's coming tomorrow night.

 

[LovingTeddy]

Yea wait 7days and use the phone that has no physical damage til they can get a replacement unit shipped to the store. What’s so hard about that?

Because he should not have to be waited? It used to be Apple will give you brand new in box if there are no replacement unit. But now customer need to wait for Apple to correct its own mistake?

 

[HEK]

Because he should not have to be waited? It used to be Apple will give you brand new in box if there are no replacement unit. But now customer need to wait for Apple to correct its own mistake?

Oh the tragedy, human outcry of injustice. The Apple store didn’t have every model of every iPhone in every color and memory configuration in the back room.

The stock room of Apple store is not a four dimensional Tardis with infinite room to store all past devices. Imagine the wait if this had been a 3GS.