Jul 20 2008
Apple Return Policy and Customer Service is Poor
I know a lot of you out there have drank the Apple Kool-Aid. In your world Apple can do no wrong. In fact I feel like we give them a pass. Perhaps it’s their brushed aluminum exterior and “cool” black squared-off glasses that mesmerize us.
Earlier today, my good friend Chris Miller tweeted, “writing article on: Iphone more computer then phone. leading with the bad, it crashes like a computer but the good out weights this.” There ya go, it’s a perfect example of how we forgive Apple for shortcomings and things like DRM, but we punish, flog, and tar companies like Microsoft.
Check out Noah’s Brand Tags project to see exactly what I mean regarding Apple.
In general this hasn’t been a good week for me when it comes to customer service. Let me tell you about my recent Apple store experience. I purchased a Airport Express on Wednesday for $99.99. The service at the store was great and it took me ONLY 7 minutes to install it at the house. I tweeted about this that very same night. The next day though, I realized I needed more than an Airport Express; I needed an Apple TV. On Saturday I went back to the Apple store to return my Airport Express and then exchange it for the $329.99 Apple TV. I had my receipt, the box, all the packaging, and of course the item was only 3 days old. The Apple store rep explained to me there would be a 10% restocking fee, because there was nothing wrong with the product.
Think about this for a second. I’m not returning it and asking for my money back. I’m returning it, upgrading, and electing to spend $229.00 more with Apple. According to the sales rep, that doesn’t matter. Rules are rules and that’s the end of the story.
A few things struck me about this experience:
- Even a car dealership will accept a NEW car back, with no penalty, so long as you’ve had it for less than 30 days and 500 miles.
- What does it say about how Apple view me if they want to ding me $10.00 even though I was already prepared to spend $229.00 more?
- Why did I end up buying the Apple TV and eating the $10.00? It’s something I wouldn’t normally do.
baaaaaaaaa..
we’re all sheep.
actually, i have a poor customer service story for ya. but, i do agree, if the products weren’t so superior, i, too, would’ve told Jobs where he could put his logo.
anyway, so around Christmas of 2004, i bought myself a Shuffle. 4 years later, I had my Product (Red) Shuffle replaced with a plain ol’ silver one (which, i shouldn’t jinx, has lasted longer than all the rest). How many were there in between that had to be sent back to me after I sent them in for repairs or replacements? 8. Eight! in four years!!! and that Product (Red) one? i was so happy with the color, but it lasted only 3 months before an internal loud pop spelled out its demise. (guess it didn’t like Mariah). i went to the store to replace it. they were all out. by that point, i just needed my music to run with. so i said i’d happily take another color. they said they couldn’t do that. it had to be an even exchange. i finally convinced them to after spilling my gripes. exactly two weeks later, they dropped the price. and even though i had just had my newest one replaced, i couldn’t get the higher GB one for the same price because the original was purchased before the price adjustment could take effect.
but i still won’t buy any other type of mp3 player, because iTunes is love.
or because i’m a sheep. like you. baaaaaaa