TLDR: Apple (in the Cambridgeside Mall in Cambridge, MA) went way out of their way to help me during a small crisis and ultimately replaced my iPhone 7+ when I just went in to repair a cracked screen.
This is a bit of a tale so bear with me...
I dropped my 7+ yesterday while on the beach and it hit a rock in _just_ the wrong way and cracked the screen. No biggie, I have AppleCare+... so today I made an appointment to do the $30 screen swap.
Showed up late to the appointment (unavoidable) but they made every effort to get me seen quickly. Once my phone went to have the screen replaced they told me it would be about 1.5 hours... so I went shopping.
Came back in 1.5 hours. Phone wasn't ready quite yet... new screen had failed some diagnostics.
While I was waiting my Apple Watch connected to the Apple Store wifi and I started getting iMessages: the first one to roll in was from my SO saying "Please call me". That's never good!
I grabbed a salesperson and told them I need to get my phone back so I can call her. He rushed into the back but came back saying that my phone was still hooked up to the diagnostic machine and the diagnostics weren't going to finish for another 10-15 minutes. BUT: He brought a loaner phone that he said I could use to call her.
I used Siri on my Watch to ask for her number (who has numbers memorized these days!?!?) and then used the loaner to call her: she had been in a car wreck (in my car) on the highway!! She quickly assured me that she was ok (the car is probably totaled... but who cares!) - she got rear-ended while sitting in traffic...
This was a huge relief! All made possible by the quickly working salesperson (his name was Javier... he was awesome!)... but it gets even better.
Realizing that I really did need my phone back pretty quickly... and it was still failing the diagnostics on the new screen... they decided to just give me a new phone! (It's a "replacement" phone... I don't know if it was remanufactured or what... don't really care). They helped me quickly set it up and get everything restored from iCloud and I was back up and running to help deal with the wreck!
Through the whole processes the whole team was awesome... they definitely came through for me when I needed it. These kind of stories are one of the reasons I buy Apple gear... and will continue to do so for a long time.
At the end of the whole thing I found a manager and explained what had happened and thanked them for their awesome customer service. She was also really awesome and was glad to hear my SO was ok.
This is a bit of a tale so bear with me...
I dropped my 7+ yesterday while on the beach and it hit a rock in _just_ the wrong way and cracked the screen. No biggie, I have AppleCare+... so today I made an appointment to do the $30 screen swap.
Showed up late to the appointment (unavoidable) but they made every effort to get me seen quickly. Once my phone went to have the screen replaced they told me it would be about 1.5 hours... so I went shopping.
Came back in 1.5 hours. Phone wasn't ready quite yet... new screen had failed some diagnostics.
While I was waiting my Apple Watch connected to the Apple Store wifi and I started getting iMessages: the first one to roll in was from my SO saying "Please call me". That's never good!
I grabbed a salesperson and told them I need to get my phone back so I can call her. He rushed into the back but came back saying that my phone was still hooked up to the diagnostic machine and the diagnostics weren't going to finish for another 10-15 minutes. BUT: He brought a loaner phone that he said I could use to call her.
I used Siri on my Watch to ask for her number (who has numbers memorized these days!?!?) and then used the loaner to call her: she had been in a car wreck (in my car) on the highway!! She quickly assured me that she was ok (the car is probably totaled... but who cares!) - she got rear-ended while sitting in traffic...
This was a huge relief! All made possible by the quickly working salesperson (his name was Javier... he was awesome!)... but it gets even better.
Realizing that I really did need my phone back pretty quickly... and it was still failing the diagnostics on the new screen... they decided to just give me a new phone! (It's a "replacement" phone... I don't know if it was remanufactured or what... don't really care). They helped me quickly set it up and get everything restored from iCloud and I was back up and running to help deal with the wreck!
Through the whole processes the whole team was awesome... they definitely came through for me when I needed it. These kind of stories are one of the reasons I buy Apple gear... and will continue to do so for a long time.
At the end of the whole thing I found a manager and explained what had happened and thanked them for their awesome customer service. She was also really awesome and was glad to hear my SO was ok.