Re: Iphone 5 Battery Recall
I made a Genius appointment for the AS Shibuya Tokyo at 3 pm Friday about a week ago because two iPhone 5 units in our house fall under the Apple Power Button/Battery recall. In the Genius booking I put a note that I was bringing in two phones.
Today, when I got there it was a madhouse but I was called promptly at 3 pm. The guy looked at my booking and glowered at me, saying that he could only handle 1 phone and I should have made two bookings for two phones. I POLITELY said that was ridiculous and if that was the case why had Apple not emailed me back since they knew I was bringing in two phones for the recall fix. I stood my ground and he eventually said he would handle them but he was brusque and uncooperative the whole way through the quite long procedure. I can imagine he had been having a bad day with possibly hundreds of recall replacements but still WTF difference did it make to him if he processed two phones for me at one go or 1 phone each for the next two customers out of the hundred milling around? It was a lengthy process too. First update the iOS (they were all fully up to date and wiped clean) but it had to be done. Then a lengthy diagnostic test of all the buttons, speaker, flash, etc. and then the paperwork.
And the repairs take up to 2 WEEKS and I have to go back to pick up the phones. He lightened up a bit once when I told him I only needed one loaner to replace the two in for repair which saved him more paperwork as well.
First time I have had an a**hole tech at Apple, despite me being patient and polite.
Oh well, we all have bad days. Let's see what happens when pick-up day comes around.
But is it actually true each device belonging to the same customer needs a separate booking and was he angry with me because of the way some pay calculation works?
Still, I can see it was a bad day to be in that Apple store and this is the first time in many visits where I have walked out feeling less than very pleased with the service quality.
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