gnirkatto
Well-known member
I’m wondering if that was just that particular Apple Store employee. I returned something not too long ago and they asked why. I remember the rep keying the reason into a spot on her iPad during the process as well.
Well, maybe this particular rep was in a bad mood, or distracted or whatever.
But I would create a return process that does not allow the rep to take stuff back without asking for feedback on why?
Apparently, there is a way to enter such information somewhere (as per the experience you made) - but as an option only.
This should not be optional, to not get influenced by a reps current mood.
Also, there should be the option for the customer to give feedback in free format, not just by checking some predefined answers. I think that in my case, standard answers would not have been sufficient to describe the reasons for me returning it.