- 05-05-2010, 12:43 AM #2
- 05-05-2010, 09:18 AM #4
No, I'm using the wall. I even tried about five different outlets to see if my outlet was off or something.
Do you guys get a "ding" sound when you plug it in and its charging? I'm not getting a ding sound when I plug it in, but it slowly charges. It's almost like its USB charging, but I'm using the wall.
I'm going to take it into the Apple store today and ask for a new charger thingie.
Well, I went into the Apple store and went off.
I paid 800 for this thing and it won't charge so I can't use it. I love it, but if I can't charge it, I can't use it.
Much to my surprise, if you need customer service assistance, even for a product you purchased a few days ago that doesn't work now, you can't just walk into the store to ask for help. You have to make an appointment to talk to someone about a problem you are having with an Apple product.
LOL, I feel so sorry for the guy in that store. He told me he couldn't help me and I thought I was going to have a coronary.
Long story short, they made me purchase another charger for $30.00. They told me to take it home, test it, and if it's the charger that is not working and the new one does, to make a Genius Bar appointment, and they'll refund me the $30.00. I brought it home and plugged it in and the thing is charging fine - so it was the charger that was the problem.
On top of all that, they wouldn't cancel my online order (after I stood in line and was able to get an iPad) so now I have to go through this whole huge deal to return the one that's coming in the mail to me. My account still stays it hasn't shipped, but the online customer service says, "Oh it has shipped and we can't cancel it".
Omg guys, what is the DEAL with Apple's customer service? I have gotten nothing but more and more pissed off. It's a good thing the product is fantastic or I'd tell em to shove it where the sun don't shine at this point.
- 05-05-2010, 01:14 PM #7
- 05-05-2010, 01:58 PM #8
I could walk into an Apple store today and have one of their employees kick my in the nuts and scream what do you want and it would still constitute better customer service than what you would receive at Best Buy.
While the whole "make an appointment" with the genius thing is annoying, it sounds like at the end of the day the OP walked into an Apple store and walked out with his problem resolved. As consumers we have to take some responsibility for knowing the returns and customer service policies before making a purchase.
Glad to OP was able to resolve his problem.
- 05-05-2010, 02:01 PM #9
I usually get excellent customer service from Apple, but it seems they are not immune to growing pains. As Apple experiences more success, higher sales volumes, and crowded retail stores, I doubt the customer service is going to get any better -- it will, in fact, decline. It's definitely a huge challenge for any organization to handle their own success (how ironic), and unfortunately it seems that Apple is no different. Sometimes it depends on the person helping you. I don't know what your experience in the store was like, not having been there, but in my personal experience it's usually better to kill them with kindness unless they give me a reason to turn up the Nasty-O-Meter. Asking for a manager is usually helpful
- 05-05-2010, 02:07 PM #10
Just to add some color.. I've had the same slow charge problem with mine twice. both times I had run it down under 15%. Plugged it into it's charger overnight and it only went up a few %. It seems that after it hits 15% or so it charges real fast to the 100% but doesn't want to charge if you go too low.
- 05-05-2010, 02:09 PM #11
A "Genius"ought to be able to diagnose/confirm a charging problem right there in the store, NOT require the purchases to buy a part then be reimbursed.
Hopefully the reimbursement part was their way of dealing with the situation right away...meaning that this would have been handled properly if an appointment had been made.
That would not change the sulkiness of having to make an appointment, but it would at least mean that this purchase/reimbursement situation is not their typical response.
- 05-05-2010, 02:18 PM #12iPhone Nanite
- 7 Posts
My 64Gb WiFi version failed to charge after 10 days. In my case the display showed "Not Charging" no matter what I plugged into. I went on line and made an appointment at the local (Freehold, NJ) Apple Store and took the iPad, original box and everything that came with it back to the store.
They couldn't have been nicer after confirming that the unit was defective. They exchanged the entire package, reset the warranty and sent me out a happy customer. It took about 20 minutes.
- 05-05-2010, 02:23 PM #13
Well, yeah, my deal was that I had no idea I had to make an appointment. I've never had to do that in my 30+ years of purchasing items in the American economy. If there is a problem, you go to the store, you stand in line, and you get your issue resolved. First come, first served. Making an appointment is something I have never heard of in regard to retail sales and support.
The reason they made me buy a new charger was because they didnt have an appointment available that I could make for another week. Faced with the inability to use my iPad for an entire week before they could meet with me...THAT sent me off the deep end. The poor guy could see I was about to flip my lid and immediately suggested that I just buy another charger, test it to see if that was the problem, and if it was, I could make an appointment for next week in order to get refunded.
I'm just thoroughly annoyed by the whole process, I guess. I mean come on. I just dropped 800 bucks on this thing and I can't even use it and your customer service people don't have time to deal with me, but have time to stand at the Apple store door and wait for the next person to enter? They are reserving their sales people for NEW sales..not people who have already spent their money with them. That bothers me alot. I had to pay ANOTHER $30.00 because of something that was not my fault...as the new charger is now working fine. I was up to 50% charge in about two hours.
Anyway, now I get to make a appointment to get my 30.00 bucks back. Hopefully that ends the problem. The other charger worked well for about 2 days before it stopped charging. Hopefully this one doesn't do that too.
Perhaps I'm being unreasonable or I am just annoyed in general cause I've had so many weird issues purchasing this thing..but man...I am annoyed!
Last edited by VLennert; 05-05-2010 at 02:44 PM.
- 05-05-2010, 02:54 PM #15
- 05-05-2010, 03:19 PM #16
- 05-05-2010, 04:40 PM #17
I've got my theories on that but the bottom line for me is that it makes me uneasy, which I don't think is the best strategy.
- 05-05-2010, 10:58 PM #18
I'm not blasting the OP, he was simply ranting about a frustrating situation. I went through a similar experience when I bought my iphone and had an problem. And yes it was a surprise when I found out about the having to make an appointment with a genius, and yes I was pissed off and flippant with the Apple rep who explained the policy to me. But you know what....at the end of the day it was MY responsibility to understand Apple's policies if I was going to buy one of their products. If I was not comfortable with setting up an appointment with a genius, then I should have made my purchase elsewhere.
At the very least the OP left the store with a solution to his problem. Was it a perfect solution? Nope. But thankfully his problem was resolved.
Not everyone can diagnose problematic electronics and come up with the answer in mere moments.
Sounds like we need to agree to disagree....
Last edited by traylorc; 05-05-2010 at 11:02 PM.
- 05-06-2010, 05:45 AM #19
This is ridiculous.
You say the policy being raggedy is not the point but then you admit that you KNOW the op was just ranting, venting frustration. Then ehat the heck do you think the op was venting ABOUT?
Every manufacturer has their rabbid fans. Maybe I've been guilty of that, nyself, at times, but this defense of stupid policies, as if the quality of service is irreleavt and only the consumer's KNOWLEDGE about said policies matters, is like saying life's experiences don't matter as much as the facts we pick up along the way.
I mean, you even bring up my earlier Best Buy reference with a tone like you're some jealous lover.
Carry on if you must, but the op has a good point and all I was doing was supporting that point.
- 05-06-2010, 08:31 AM #20
The OP is entitled to vent, but at the end of the day he/she has to assume some responsibility for knowing what happens if you drop $800 on an ipad and have a problem. The OP had to learn that lesson the hard way, and I had to learn the hard way. While my experience was frustrating, I simply chose to take some responsibility for not knowing how Apple does business.
Rather than blame Apple's "raggedy" policies I simply believe consumers should do their due diligence before buying a product. $800 is not a small chunk of change, so if I'm going to spend that type of money I better be comfortable with the retailer's rules regarding returns, exchanges, and problem resolutions. Evidently you would rather focus on blaming the retailer...that's your choice.
Again....let's agree to disagree. I don't want to get this thread locked down because we have a fundamental difference regarding this topic.
Last edited by traylorc; 05-06-2010 at 03:56 PM.
- 05-06-2010, 11:00 AM #21
Do you realize how many people go into an Apple store every day? If you didn't have an appointment, it would be like a cell phone store before THEY made you sign in and wait. Remember those days way back when, when riots would break out and mass hysteria would ensue?
- 05-06-2010, 11:22 AM #22
My point is that the policy is just stupid. How am I, a new apple consumer, supposed to know I'm supposed to make an appointment when my charger doesn't work? Every store in the continental united states, except for Apple, allows you to walk in and get customer service assistance. I walk in and I get told no one can help me....understandably, I'm going to flip my lid.
I'm just really frustrated with their customer service buying this iPad. I have had no less than six things go wrong and they even felt bad enough to give me a free case. That helps, but geeze, I am just stunned at what they're getting away with now a days...
With that said, the product is fantastic and I'm a rabid iPad fan. That's prolly why theyre getting away with crappy customer service. Oh well, at least I know to make an appointment now.
And by the way...I'm a SHE!! lol
Last edited by VLennert; 05-06-2010 at 12:29 PM.
- 05-06-2010, 12:32 PM #24
- 05-06-2010, 12:34 PM #25
I do remember when the first Apple store opened in my state. You still had to make an appointment, but if you didn't previously make one it was usually a 30 minute wait at most, usually much less.
Now with lots of people buying it's a completely different story. I was in the same store yesterday at 10:30am (earliest slot open from the previous night). The monitor showed the next available slot at 6pm. Maybe Apple should make worse products so there is less demand?