I have been a long time iPhone user who recently migrated to Android. My wife is still 100% Apple. During my years of iPhone use, one thing I could count on was superior customer service should I be having ANY issues with my device. This was one of the great aspects of being am apple customer. I would be having battery issues, make an appointment at my local store and, invariably, walk out with a refurb device 15 minutes later. This was one of the reasons I stayed loyal to apple for so long.
Anyway, my wife was six months pregnant a while back and my seven year old son was home when her iPhone started really freaking out. The screen would start registering inputs without being touched, Siri would activate by itself, and the phone would start randomly opening and closing apps. When I got home from work I did a hard reset and set the phone up as new. The same problems persisted. I made her an appointment at our store, but since I had to work, i explained to her what to tell the Genius Bar associate.
She went to the store. Now, here is an obviously pregnant woman who also has a 7 year old with her with a demonstrable issue. The genius acknowledges the problem. Instead of replacing the phone however he insists he perform a special Apple sanctioned hard reset and then she would need to sue the phone. If the problem persists she can come back in and get a replacement. Now the store is an hour away. My wife is pregnant and we have our other child. "Is this really necessary", I incredulously ask. "Yes, there is nothing more I can do to help your wide Sir". I was so pissed, but what choice did I have. So, of course the reset fixes the problem.........for about an hour. Now my wife can't make that trip again, so I have to go back to the store to take care of the issue and get the replacement.
I was really disappointed in Apple. One of the reasons we pay premium for apple products is because of their superior customer service. The peace of mind knowing that apple will make it right. Maybe this was an isolated incident? I thought so too. My my wife's refurb started having similar problems and she went to the store and ran into the same issue.
I have to tell you, the lack of new, compelling products is one thing, but if this is the way apple has decided to go, they will go there without this family.
Ramble over.
Anyway, my wife was six months pregnant a while back and my seven year old son was home when her iPhone started really freaking out. The screen would start registering inputs without being touched, Siri would activate by itself, and the phone would start randomly opening and closing apps. When I got home from work I did a hard reset and set the phone up as new. The same problems persisted. I made her an appointment at our store, but since I had to work, i explained to her what to tell the Genius Bar associate.
She went to the store. Now, here is an obviously pregnant woman who also has a 7 year old with her with a demonstrable issue. The genius acknowledges the problem. Instead of replacing the phone however he insists he perform a special Apple sanctioned hard reset and then she would need to sue the phone. If the problem persists she can come back in and get a replacement. Now the store is an hour away. My wife is pregnant and we have our other child. "Is this really necessary", I incredulously ask. "Yes, there is nothing more I can do to help your wide Sir". I was so pissed, but what choice did I have. So, of course the reset fixes the problem.........for about an hour. Now my wife can't make that trip again, so I have to go back to the store to take care of the issue and get the replacement.
I was really disappointed in Apple. One of the reasons we pay premium for apple products is because of their superior customer service. The peace of mind knowing that apple will make it right. Maybe this was an isolated incident? I thought so too. My my wife's refurb started having similar problems and she went to the store and ran into the same issue.
I have to tell you, the lack of new, compelling products is one thing, but if this is the way apple has decided to go, they will go there without this family.
Ramble over.
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