2240 Q Street NE, Albuquerque, NM | Directions 8711035.10299 -106.56682
Neighborhoods: Northeast, Uptown
It is a shame that Apple is not in the business of satisfying customers. They lost a very good customer today and potentially hundreds to follow. My work affords me an audience of thousands each week and I will certainly share this experience of disservice regarding the quality of Apple products and their AppleCare repair and replacement plan.
Buyers beware! Apple is in the business of selling their products and services but fails to back them up. There appears to be a major flaw in the iPhones that is prevalent. Due to this failure, if you purchased an AppleCare plan you basically flushed your money down the toilet. Apple phone and outlet employees are obviously following some sort of scripts in dealing with consumers like you and I.
A couple of days ago I contacted AppleCare by phone to direct me in getting my phone battery to hold a charge more that 6 to 8 hours. I was told that I would have to mail it in and be without a phone for about 5 days. Yeah, right! When I advised the service rep that it would not be possible to be without my phone, and that I had AppleCare to extend my warranty to 2 years, she shared that an express option was available but it would cost me. I thought I paid for some warranty guarantees when I purchased the plan along with my phone. The plan advised that repairs and replacement within 2 years would not cost me.
Refusing that service, she then offered to set me up with a walk-in service at one of the Apple outlets. She scheduled the appointment which I appreciated. I was also sent an opinion survey the next day but did not complete it since I had yet to get any service. Well, I just got back from the appointment and it was a horrific experience.
I got there early and was privy to overhearing the service agent discuss the repair and replacement needs with 2 separate customers. Both customers were advised the same thing; that their phones were corroded , their warranties were voided, and it would cost them at least $149. They were also requested to opt for the AppleCare plan that was an additional outrageous amount but they could rest assured for the next 2 years. Huh! Neither customer went for it.
It was my turn and the rep immediate looked at the phone and declared “corrosion.” It results from dropping your phone in the toilet, taking it into the shower, steaming it in the sauna, or some other moisture issue. Since none of those pertained to me, coupled the fact that I live in one of the driest places on earth, the canned response was lame and unacceptable. Moreover, he could not show me where this corrosion appeared and why my phone fully charged but failed to hold the charge because of “corrosion.”
However, a bright spot, for just $149, I could have a replacement. It appears that “corrosion” is not damage but normal wear and tear, not covered. My AppleCare was for naught, even though I have the service for one more year. My phone is only one year old. This sounds like an Apple problem and not every customer’s presumed neglect. Is this not all total nonsense? I will never buy and Apple/Mac product or an AppleCare plan and advise the wise to do also. I am taking my business to their competitors. Join Me!
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