Apple Computer Inc Complaint - Assistant Manager Attitude
NEWARK, DELAWARE -- Within 4 days of Purchasing my IPHONE-16GB I realized that its speaker was sounding very static and it was passing that on to my Bose Home Theater. Please note that I tested by playing the very same song using a IPOD NANO, being a Techie Guy I pretty much troubleshooted all possible things like my home theater settings, putting the iphone into an AirPlane Mode etc etc.
I walk into the Apple store located inside Christiana Mall, Newark, DE. the floor folks who normally help out was very friendly and registered(appointment) to meet a so called Apple Genius Guy.
One hour later when my time comes I meet with a guy named Tom Swan(so called Mac Genius), first he listens to my phone shows it to his colleague and both realize its giving out static, he asks me if I have brought the packaging along to which I offer to go and get it, he then takes his personal Iphone out and we both listen to a song and I do not hear any static on his phone, now he goes to blame the song that I was playing to which I counter saying that all songs were downloaded via Itunes only to which he suggests that I should complain to Apple Support about the song quality. Finally I tell him that he just swap it for a new Iphone(even exchange), he then consults this Asst MGR(Fred Rossi) who comes to me and says this " I will exchange this one for you but if you come back complaining that even that Iphone has the same problem then I will not re-issue another one" because according to him all Iphones have the same problem. I politely differed with him saying according to me its an IPHONE and I think its some faulty hardware inside to which he again repeats showing his impatience that he will do it this one but if I keep coming back again and again then he will not change it and that he will comments on my account saying that they are exchanging my Iphone only because of my concern even though there is nothing wrong with the Iphone, I was by then quite offended and countered him by saying I didn't buy a $500 Iphone to try on exchanging for a brand new one every few days, neither do I have time to waste to do that and I definitely am not Stupid to even think of such a thing.
Somehow for the Asst MGR to suggest that I would keep coming back again and again was even more offending then it might sound here in this complain. If this is the Customer Service they provide in just the initial few days of a purchase imagine your fate when you have a genuine problem a few months down the road. I ended up giving him a lesson or 2 in Customer Service and when I mentioned that I would complain about this to Apple they were only Happy and with all eagerness handed me their Cards.
It was their ridiculous attitude that was horrible to take
To me Customer Service is not being extraordinarily nice when making a sale but how you deal and handle a post sale Customer Issue and in this case both the Asst MGR and the so called MAC GENIUS need some Customer Service Coaching because they clearly had no clue as to how to handle a customer.
I am sure they didn't even realize that I could easily switch back to my old AT&T plan, return the phone and Complain as it was only 4 days since I had bought the phone. I could very easily then go to another store and purchase one.
The one thing that I really dislike is when someone doesn't handle my Phone well, and Mr. Tom Swan slightly dropped it on the counter twice, then dragged it on the counter while picking it up and he was almost hitting on the one button on the apple Iphone, finally I could not take it anymore and asked him politely to handle my phone with care.(I generally keep all my electronics spotless and no scratches)
So far I have spent $550 in their store and this is how they treat me. This is one of my first Apple Purchase(2 IPOD were a gift), which means Iam a huge potential customer for Apple and because of such bad attitude by their store folks I don't think I will ever make a purchase there and Iam not even sure if I will buy another Apple product in the near interim.