This is going to be a long post! Sorry!!
I have been an Apple customer for a long time and have had lots of contact with Apple Care over the years. I have always found the employees to be really helpful, intelligent people. In the last couple weeks, the service has been just terrible ... not at all what I expect from Apple.. or really any other company.
For example, I called to inquire about a refund on a $50 in app purchase that turned out to be totally bogus. I just wanted to see if they would refund my purchase. The woman I spoke with had an "attitude" and said only the app can refund money, not Apple. Of course this is totally incorrect. I insisted and read her the email I got from the app about this and she finally connected me with someone who refunded my money. But the fact that a rep wouldn't know something as basic as app refunds is just not up to par for Apple.
And then I called to ask about a gift card refund I have. The woman took my Apple I.D. email address and transferred me to someone else. That person said she couldn't find me in their system and kept trying to find me and then asked... "so your email address is T-R-Y-A-D Road Runner. Um, no... It is T-R-I-A-D. I would think basic spelling ability would be a qualification to work in an Apple Call Center. This woman put me on hold. She confirmed my call back number "in case we get disconnected." After 30 minutes on hold the call was disconnected but no one called me back.
And then I downloaded 2.0 for my watch but the Apple logo stayed on the screen and my phone was still showing 1.1. So I called Apple Care. The computer that answered thanked me for using Voice Pass and connected me to someone. She didn't have any of my info that should have come up with Voice Pass. I told her my problem and she asked for the serial number of my watch. I asked her where to find it and she said on the watch. The font on the back of the watch is so small that I couldn't read it and I know that this info is on their site and I asked how to get to it. She had not a clue and put me on hold. I finally hung up. I called again and got a guy who was equally clueless. By that time my watch had gotten itself set, thank goodness.
All of this was within the last two weeks. It makes me think they opened a new call center and did not train the workers. Has anyone else experienced clueless reps recently?
I have been an Apple customer for a long time and have had lots of contact with Apple Care over the years. I have always found the employees to be really helpful, intelligent people. In the last couple weeks, the service has been just terrible ... not at all what I expect from Apple.. or really any other company.
For example, I called to inquire about a refund on a $50 in app purchase that turned out to be totally bogus. I just wanted to see if they would refund my purchase. The woman I spoke with had an "attitude" and said only the app can refund money, not Apple. Of course this is totally incorrect. I insisted and read her the email I got from the app about this and she finally connected me with someone who refunded my money. But the fact that a rep wouldn't know something as basic as app refunds is just not up to par for Apple.
And then I called to ask about a gift card refund I have. The woman took my Apple I.D. email address and transferred me to someone else. That person said she couldn't find me in their system and kept trying to find me and then asked... "so your email address is T-R-Y-A-D Road Runner. Um, no... It is T-R-I-A-D. I would think basic spelling ability would be a qualification to work in an Apple Call Center. This woman put me on hold. She confirmed my call back number "in case we get disconnected." After 30 minutes on hold the call was disconnected but no one called me back.
And then I downloaded 2.0 for my watch but the Apple logo stayed on the screen and my phone was still showing 1.1. So I called Apple Care. The computer that answered thanked me for using Voice Pass and connected me to someone. She didn't have any of my info that should have come up with Voice Pass. I told her my problem and she asked for the serial number of my watch. I asked her where to find it and she said on the watch. The font on the back of the watch is so small that I couldn't read it and I know that this info is on their site and I asked how to get to it. She had not a clue and put me on hold. I finally hung up. I called again and got a guy who was equally clueless. By that time my watch had gotten itself set, thank goodness.
All of this was within the last two weeks. It makes me think they opened a new call center and did not train the workers. Has anyone else experienced clueless reps recently?
