iPhone service challenges show how Apple can go the extra mile

I've had great service at an Apple Store as well. My iPod Touch refused to charge anymore. It was dead and intended to stay that way. No matter what the Guru did, he couldn't recover it.

So, he popped out a replacement. Then, he noticed the engraving on the back of my original Touch. Without even mentioning it to me, he spoke to a few people. They all nodded, whispered, and made cryptic hand gestures. Finally, my Guru returned finished the return process and sent me out the door. Apple's policy says that engraved items can only be repaired, not exchanged.

That's why I like Apple. I always get good service and the staff always has the ability to bend the "rules" to make a customer happy.

My recent experience with Apple retail store service was mixed. In the end though Apple and the retail store stepped up and made everything right, thus restoring my faith in the company. Fully story on my blog http://joeferrante.net

Had the same thing happen to me. Went to the Apple store, gave them a rundown of the issues and what I have done so far. After a few clicks by the genius, they gave a me a new one. Great service. I love Apple.

Ive had the worst experience with Apple customer service. Last summer my MacBook was overheating way to much and I made an appointment at the genius bar and they had told me that they found nothing wrong with it. So after sending it in for repair three times and returning to the genius bar again they still saw no problem and I knew there was a problem. So i emailed Steve Jobs explaining the issue I got a phone call the next day from an Apple executive customer support person she helped me through the tough times and after about three days she ended up replacing my MacBook for a brand new one. But in the beginning I had the worst experience with Apple customer support until I went the extra mile not them.

Even their phone support is incredible, although the wait is a pain. My iPhone is having trouble, but I can't go without it. Apple has great support and needs to get their stores in more places, the Midwest is just empty.

I had my iPhone (1G) replaced for this same problem this past weekend. Would drop calls like nothing. At one point it took 15 attempts to make a call, all with the serivce showing full bars. I have had no problems with my replacement (so far. It is my 4th iPhone). It is not always AT&T, although their cell service is spotty and random at times. Apple though has replaced my phone three times total, all for various reasons (screen problems, shutting off itself, call dropping). Although the reliability of the iPhone is the lowest of any phone I have ever owned, Apple is always willing to help/replace when necessary, which I can't say of other cell phone manufacturers.

I just had this happen to me with an AppleCare repair on my iMac. Problem is...no Apple Store in Arkansas. :( Had to work with Apple over the phone. The problem stemmed from my AppleCare agreement being registered to a totally different computer. Had to email them a copy of my original receipt and recently got a certification letter from Apple for my AppleCare. It all ended well, but made for a less-than-easy time getting my iMac's SuperDrive replaced.

To the person who had their credit card used: FedEd (contracted shipper for all things Apple) requires a signature for release of package - either in person or via a call tag left on your door. Unless you pay extra for an exact (2 hour window) delivery time the people who ordered the computer would have had to hang around your house all day waiting... would have been pretty obvious. I do seasonal work for FedEd and if the driver thinks something is up he can refuse to deliver. I almost did on two occassions.

I had Apple initially refuse warranty care on my iPhone in April. They initially said there was a crack on the screen. Turned out to be nothing and the camera they used to take picture for proof had the flash go off an it turned out to be a flare. Then they said it had been immersed in water. I denied (had actually dropped in 2' of water minutes after taking it out of the OtterBox case - doh!) I denied it, of course. They examined closer and the moisture indicator - headphone plug - had only halfway changed colors. Whew! Got off on technecality! They sent replacement to me.
Few years before: iPod with sad iPod image. Cary Apple Store Genius replaced with refurb, no questions. Even told me how to get music off bad one (could connect and sync, not listen) via iTunes spelled backwards.
Compared to previous PCs... I'm sticking with the Apple!

Wow,

I can't peopel are defending a multi-billion dollar company like Apple and bashing my service experience. It was atrocious. The phone has the SAME defects as the other two that were replaced. Expecting people to not carry phones about themselves and use them in different weather conditions is the "asinine" thing. My phone works perfectly fins, except for the SCREEN defects, IN THE GLASS. Nothing to do with water, you jerkwads.

I had to make a "reservation" for service. I show up at the appointed time and did not get helped for over an hour because they walk-ins ahead of me. WTF!!?

Then they acknowledge the defect in the phone, but refuse to replace my 600 dollar investment because of some nitpicking thing. All the while, pawning me off to the phones to get a refund on a warranty I was sold, and told would cover everything for two years. The phones claimed they were refunding my warranty costs, but I have yet to have it appear on my credit card, so I am the asinine one?

I have a Dell laptop with complete care. I dropped a starbucks latte in it, and guess what, Dell still serviced the machine.

Apple "offered" to remedy my situation by foisting the 3G product on me, and requiring me to activate for 2 years and get this.. get a "special" price of 199.99.

They smoke crack there, that's for sure.

The cherry on top of all that, I saw two customers with laptops, > 2500 investments that were refused service because they were "abused".

Apple is the one abusing you guys.

And Jim: you DO know that they can definitively tell if your iPhone has been wet, right? No "deciding" required. You were busted.