iPhone X Apple wanted me to pay 430$ for a problem created by Apple itself, my experience.

[mrex]

Apple usually is one of the better companies to do business with. Overall they treat the customers well and make exceptions where appropriate Of course each situation is unique and more importantly the person at the Genius Bar has to be well trained and well seasoned to make an appropriate judgement call

this is actually the worst part. every customers should be treated equally. the worst thing is to know that you need to negotiate and the service depends on the employee you got.

how about customers in countries which have no apple stores? this only makes customers able to use Genius bars getting better services than customers that can only call apple customer service, which doesnt negotiate on the phone.

i have read on this forum too that there are lots of exceptions when you visit an apple store, but when you call them they always deny the service. Is this a better business model then? no, it is not. Customers should be treated equally. if someone gets, there is no reason to deny it from others.

 

[ericwn]

If an Apple "authorized" service center provides subpar experience, then I do see some interest on Apple to fix it. It's not like the OP went to some guy in a kiosk at the mall. Apple must have set standards, procedures and tools to enable someone to call themselves "authorized" and if that entity is not performing to those standards, I think the customer has a legitimate grievance towards Apple.

Legitimate would require a law that makes the manufacturer cover any mistake the service partner makes. There’s probably no such law, so just like with your car you’ll deal with the dealership and only in rare instances the manufacturer will be involved, if necessary, to save face.

 

[ApplesandOranges]

Let's see...Apple's giving you a new phone for free and you're mad about that.

I think you are missing the point. How many hoops do you think is acceptable for a person to jump through to get something done that should have been offered the first time?

Yet on the other hand, it is a bit presumptuous for the op to assume a company is expected to just give you a new phone because you "want it now". Sometimes repairs take time. Regardless of whose fault it is. Trillion dollar companies sometimes run low on stock too. Patience is key. There are millions of other customers who may need attention as well.

 

[ericwn]

this is actually the worst part. every customers should be treated equally. the worst thing is to know that you need to negotiate and the service depends on the employee you got.

how about customers in countries which have no apple stores? this only makes customers able to use Genius bars getting better services than customers that can only call apple customer service, which doesnt negotiate on the phone.

i have read on this forum too that there are lots of exceptions when you visit an apple store, but when you call them they always deny the service. Is this a better business model then? no, it is not. Customers should be treated equally. if someone gets, there is no reason to deny it from others.

An exception is always opposing one’s normal procedures. You can either have them,like now, where they are applied by stores and potentially service partners (in dubio pro reo) or have none at all, whatsoever.
I strongly prefer option 1. Exceptions can keep a customer you’d potentially lose, but they shouldn’t be a free for all party invite.

 

[mrex]

An exception is always opposing one’s normal procedures. You can either have them,like now, where they are applied by stores and potentially service partners (in dubio pro reo) or have none at all, whatsoever.
I strongly prefer option 1. Exceptions can keep a customer you’d potentially lose, but they shouldn’t be a free for all party invite.

that only makes customers even more angry if they know that someone else got the service (for free) but you need to pay for the same service.

i can see, how that works in a reality: a good looking person gets a free service where bad looking (esp. a guy) doesnt get it for free, but have to pay. This kind of exceptions are bad within cutomer service if persons attraction affects it - and im sure it does.

 

[willmtaylor]

Good points but if my garage messes up my car service I’m not going to blame the manufacturer but the garage mechanic directly.

I see what you’re getting at, but I just don’t think that’s a like-for-like comparison.

 

[Jessemtz25]

This is part of the reason I never buy electronics refurbished. Especially to just save a few bucks, also OP don't ever buy something you think is overpriced.

 

[mrochester]

This is why apple are fighting right to repair laws. The OP has blamed apple for someone else’s mistake. That will only get worse for apple if anyone anywhere can open and repair.