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

[laptech]

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.

If you had bothered to read the OP, you will have notice this line:

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!)

The customer asked for a 'replacement', not an 'identical replacement' but the store refused. It is the store that demanded an 'identical replacement' be given to the customer but because of it's colour and technical specs, it would take a waiting time of 7 days, increased to 14 because the OP found out later the 7 day wait was incorrect.

 

[Jordan921]

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?

It’s a 2year old phone that they didn’t have in stock. Yes they would have to wait for it to come in. Was there phone not functional?

 

[C DM]

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.

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?

So what's the real detriment in a situation where with a customer is able to continue using their device just like they did before (and actually with a new battery) while a replacement device comes in? Essentially just the principle that a return trip to the store is involved? Sure, not great, but miles away from some sort of tragedy or disservice.

 

[44267547]

It used to be Apple will give you brand new in box if there are no replacement unit.

This is not entirely true. This would be based on the store and with the approval of a manager, I can tell you right now, every Apple Store does _not_ just issue a new phone in the box if they don’t have a replacement iPhone for the customer. That is not Apple ‘standard method of operation’, that would be an exception to the rule based on the situation and store managers discretion.

 

[chabig]

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 undamaged, yes. Absolutely.

 

[DaveOP]

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.

There are retail employees working in those stores making north of 60k/year, with no college degree required. I get that you like to belittle others, but it can be a great job for some people, especially those who feel passionate about the brand. I worked there before I moved on to Enterprise Mobility, but it was a great started job that got me a ton of interpersonal skills.

And yes, the 60k+ people were just Geniuses, not management or anything.

 

[yanksfan114]

Many phones are in cases when that happens though...

On the point of being brand new, I'm fully expecting a white box replacement. The replacement order has the words (NEW) on it, but I'm not sure if that means new new, or just Apple's definition of new, which isn't the same for replacements as it is in retail.
[doublepost=1544285217][/doublepost]

I guess you didn't take into account the part about having to take the time to go back and collect it?

Lol you’re kidding right? Like going to an Apple Store for a free replacement is such a burden. Stop being so entitled and take the new phone and be grateful you got the entire thing replaced for free. Unreal.