Brought Beats Headphones in for repair / replacement...told to come back in a week

[dalcorn1]

So, my beats headphone have stopped powering on for some reason. I took them to the apple store yesterday evening after work to have them repaired/replaced. Was told to see a guy who would sort me out. He said 'okay, we can book an appointment for you to send this off for repair, the earliest we can do is Thursday 25th at 6.40pm'...

What? I am stood in the store with the headphones, the guy said to me they can't do anything in store they need to send them off, so why on earth do I need to wait a week, come back in just to give it to them to put in a box? That's hands down the most bizarre customer service i have ever had.

I can understand it for an iMac, or even a phone as there's diagnostics stuff that needs to be done and the genius bar gets busy, but seriously. I used to work for Currys, I can't imagine the response I'd have gotten from a customer if they had a faulty vacuum and I sent them home, telling them to come back in a week so I could then send it for a repair.

To make it even weirder I just went on the online chat and without question they're sending me a new pair of headphones...why couldn't the store just give me a new pair? Seriously bizarre.

 

[S.B.G]

That is quite odd. I would have questioned the the guy further or asked for a manager. The logic, or lack thereof, doesn't make any sense.

Glad to hear the online support is working out better though.

 

[aristobrat]

What? I am stood in the store with the headphones, the guy said to me they can't do anything in store they need to send them off, so why on earth do I need to wait a week, come back in just to give it to them to put in a box? That's hands down the most bizarre customer service i have ever had.

When I worked there, stuff like that had to be completed by the tech folks (Genius Bar), not by the sales associates (Specialists) that are out on the sales floor. It was rare that anyone could just walk in and be seen at the Genius Bar without an appointment.

If you were within the return window, a sales associate could have returned your broken ones and sold you a new one (net $0 transaction for you), but that requires a receipt of a transaction within the return date.

With your online chat, you essentially got to an employee that could do what the Genius Bar would have been able to do.

Your store experience does seem stupid, but when a decision has to be made about if a broken product is covered by warranty or not, Apple leaves that decision (in the store) to the tech folks, not the sales folks.

 

[dalcorn1]

That is quite odd. I would have questioned the the guy further or asked for a manager. The logic, or lack thereof, doesn't make any sense.

Glad to hear the online support is working out better though.

It was one of those things were you can't quite work out whats just happened and then when you walk out of the mall you're left going....'wait, that was crazy I should've told him no take it now'

 

[jahall05]

So, my beats headphone have stopped powering on for some reason. I took them to the apple store yesterday evening after work to have them repaired/replaced. Was told to see a guy who would sort me out. He said 'okay, we can book an appointment for you to send this off for repair, the earliest we can do is Thursday 25th at 6.40pm'...

What? I am stood in the store with the headphones, the guy said to me they can't do anything in store they need to send them off, so why on earth do I need to wait a week, come back in just to give it to them to put in a box? That's hands down the most bizarre customer service i have ever had.

I can understand it for an iMac, or even a phone as there's diagnostics stuff that needs to be done and the genius bar gets busy, but seriously. I used to work for Currys, I can't imagine the response I'd have gotten from a customer if they had a faulty vacuum and I sent them home, telling them to come back in a week so I could then send it for a repair.

To make it even weirder I just went on the online chat and without question they're sending me a new pair of headphones...why couldn't the store just give me a new pair? Seriously bizarre.

If they are still under warranty I don't understand why the store didn't just offer to replace them. My only guess is that there is something about inventory in the store that doesn't let them take a new pair out of stock for warranty purposes. Chances are you would have sent them in for repair from the store and they would have shipped back a new/refurbished pair anyways.

 

[aristobrat]

If they are still under warranty I don't understand why the store didn't just offer to replace them.

IMO, not every broken product is actually broken, and not ever break is covered by the warranty, so they (at least at the store I worked at) wanted one of the technicians (not a sales drone) to have a look at it before any warranty work is done on it.

 

[dalcorn1]

IMO, not every broken product is actually broken, and not ever break is covered by the warranty, so they (at least at the store I worked at) wanted one of the technicians (not a sales drone) to have a look at it before any warranty work is done on it.

They said they had no on in store who could look at it, and that it would just be sent away for repair. Which is why I'm wandering why i couldn't just do it there and then.

 

[aristobrat]

They said they had no on in store who could look at it, and that it would just be sent away for repair. Which is why I'm wandering why i couldn't just do it there and then.

The sales person that spoke with you did a poor job of explaining of it, IMO.