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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To tell you Apple customer service is really bad (if you didn’t already know)

35 replies

Turquoisetamborine · 07/09/2019 19:40

Bought year 7 aged son a brand new iPhone three months ago as he would be travelling to and from school by bus.

It has basically stopped working. We were supposed to be away this weekend but had to cancel to get this sorted out. So booked an appointment in the dreaded Apple shop. Not the Saturday I was supposed to have in The Lakes! They examine the phone and eventually admit that, yes, a three month old phone shouldn’t just stop working and it was their error so they will provide a new phone. This took a lot of arguing to get to this point. The phone will not arrive for another week though. How can my son access his bus ticket app in the meantime which I have just bought a months bus ticket on? Oh, we have a policy to not provide loan phones and never provide any compensation even if it is our fault.

What a fantastic company this is. So that’s a very expensive monthly bus ticket chucked down the drain. We have nothing else he can load it onto except his iPad which I don’t want him to take to school.

I’ll never buy another Apple product. I’ve never been spoken to in such a condescending manner in my life.

Just a little warning!!

OP posts:
CherieBabySpliffUp · 07/09/2019 19:44

I assume you have proof of payment for the ticket? Could you print it off for your DS to show the driver? I would phone the bus company to ask what their policy is. I doubt your DS is the first customer to have a problem with an app ticket.

Original poster
Turquoisetamborine · 07/09/2019 19:53

We rang the bus company and asked to convert it to a paper ticket. They said that wasn’t possible even if he shows them the email. My husband asked what their contingency was for this situation and she didn’t understand what the word meant so we gave up at that point.

OP posts:
JacquesHammer · 07/09/2019 19:55

You need to go back to the bus company.

They will have a system in place to deal with this.

WalkofShame · 07/09/2019 19:56

The issue is the bus company not the phone company.

I’ve always found Apple customer service to be outstanding.

ChiaraRimini · 07/09/2019 19:59

I sympathise Op. the concept that you have to book an appointment at their convenience with a "genius" ie spotty salesperson is staggeringly bad when you have paid top dollar for a device.
For the future, second hand iPhone or android device may be a better value option for a young teen.

Original poster
Turquoisetamborine · 07/09/2019 20:03

I wouldn’t have an issue with the bus ticket if he had a phone though. Their only answer was for him to download their app onto another device. I don’t want him taking an expensive iPad to school and we don’t have any other unlocked phones or tablets he could use. He is on another network to us so he can’t use our phones or I would give him mine.

We purposely bought him a new phone, not a second hand one so we wouldn’t have this issue of it breaking down.

OP posts:
Pipandmum · 07/09/2019 20:04

I’ve never had a problem with Apple and it only makes sense to make an appointment as they are always busy. They’ve replaced two phones and never a problem.
I’ve now bought insurance for my son’s phone and I only have to go to local Carphone warehouse and it’s sorted.
Your issue is with the bus company not Apple.

adaline · 07/09/2019 20:04

It's unfortunate that the phone stopped working but I don't think Apple are in the wrong here.

They're getting you a replacement phone. It's not their fault you bought a bus ticket that can only be accessed via phone.

Knitclubchatter · 07/09/2019 20:07

i've never had anything but excellent service from apple.
i would contact the bus company.

Original poster
Turquoisetamborine · 07/09/2019 20:08

Chiara exactly!! We didn’t buy a budget product. We’ve paid more and expect top customer service. A loan phone would have eliminated all of this hassle. We now have to take another day out to drive to the Apple store which is another 30 mine round trip.

If the outcome had been the same but the manager had approached it saying ‘look I completely understand your situation and I would love to help but my hands are tied and I just can’t give you a loan phone’ then I would have walked away unhappy but not feeling the rage I am now! It was their condescending attitude when it was their fault. Any other company would be bending over backwards to sort it out for you.

I work in customer service and have to deliver some pretty shitty news at times but it’s the way you say things that make the difference. I haven’t had an argument at work for years as I deliver bad news in an empathetic way. I genuinely feel for the customer even if their situation is of their own making. God only knows how Apple do their training.

OP posts:
JacquesHammer · 07/09/2019 20:16

A loan phone would have eliminated all of this hassle

Except they don’t offer them. So unless you think they should waive the rules, they’re giving decent customer service by replacing your son’s device.

The bus company are being less than helpful though. They could easily print a new ticket at a bus station - I’d be interested to know which company. My colleague has just had an e-ticket replaced with a paper ticket as her phone was stolen.

SpoonBlender · 07/09/2019 20:17

So they are replacing the phone - of course they are, it died. If you hadn't been so argumentative in store, being that customer who you know how shitty they are because you work in customer service, they might have suggested that they can post one out to you quicker than pick up in store.

As to the ticket - "expensive iPad"? You bought him a new iPhone. Every one is more expensive than all but the ridiculous top end iPad. And it was a daft idea anyway - all electronics break down at a moment's notice, you should have got a £200 iPhone 7 and a spare one if you were so freaked out by the possibility of DS being without phone, it would still have been cheaper.

Honestly. Wind yourself in and don't be such a shitty customer next time, and you'll get the normal excellent Apple service.

MrBobLobLaw · 07/09/2019 20:21

What @SpoonBlender said ^

MrsMaiselsMuff · 07/09/2019 20:26

Are you sure it was the staff with the condescending attitude?

You can download the app onto another phone, even without a sim, just connect to WiFi at home and open it so the pass can be downloaded. Lock the phone and unlock it when you get on the bus.

Original poster
Turquoisetamborine · 07/09/2019 20:26

Jacques it’s Go North East. Yes they haven’t been helpful at all either. It’s difficult to sort out on a weekend as the office isn’t open.

Spoon Blender, I don’t find Apple customer service excellent. I am allowed to have a different experience to you and I was not an awkward customer. You weren’t there. I did not raise my voice. I was passed to four different people and they tried to wriggle out of replacing the phone. I find the company ethos arrogant. I don’t think it will be long before their sales fall anyway as other phones are far superior.

OP posts:
Original poster
Turquoisetamborine · 07/09/2019 20:29

Anyway, I just wanted to warn people that Apple customer service is not what I expected it to be. I’ve done that so I’m off to enjoy my Saturday. I’ll try and sort the bus on Monday.

OP posts:
SDTGisAnEvilWolefGenius · 07/09/2019 20:32

Do you know anyone who has upgraded their iPhone recently and might have an older one you could borrow? Or could he show his bus ticket on a friend’s phone?

Blackcountrychik83 · 07/09/2019 20:39

Maybe missed the point but you didn't go on holiday coz you wanted to sort out a mobile phone!???

I would've sorted it when you got home.

What did we do before a mobile phone I wonder?

I think apps are great until you can't access them, they then become an expensive mistake.
Hope you sort it.

Celebelly · 07/09/2019 20:40

They've always been great with me. I took my MacBook in for a battery replacement and they noticed the fascia was a bit discoloured and said that wasn't the standard their products should be so they replaced the fascia for free.

I've never heard of loan phones before (and honestly I'm not sure I'd be loaning any expensive phone to a young boy! Although I'm in Scotland so don't know what age year 7 is). They're replacing the phone, there's not much else they can do really 🤷‍♀️

MagneticSingularity · 07/09/2019 20:45

Say he’d lost the phone instead of it failing, what would you have done about the bus ticket then? You’re happy to send him to school with an expensive phone but not an expensive iPad? Please. Apple are replacing the phone, that’s their only liability in this case.

MiniMum97 · 07/09/2019 20:46

YABU. I am all for good customer service but your issue is with the bus company and not apple. I have always found apple's customer service to be excellent.

You need to complain to the bus company that there is no contingency. Although you also need to consider whether an app bus ticket is best as phone's can break or be stolen or run out of battery unexpectedly at any time.

youwouldthink · 07/09/2019 20:47

Really all you have to do is grab a pay as you go SIM for the spare phone you already have to download the app for the short time you will waiting. . .
Companies work to the rules set out and can't break them every time someone disagrees with them
You mention several others are far superior to Apple. Why on earth did you buy one if that's what you feel?

adaline · 07/09/2019 21:03

Sorry OP but I don't know what Apple have done wrong here.

They don't offer loan phones - presumably for security reasons. They've offered you a replacement for free - what more do you want?

It's not their fault you can't access the bus ticket any other way. You need to take that up with the bus company.

cansu · 07/09/2019 21:08

Why on earth have you bought a 12 year old an expensive new iphone?? You should have bought something that you could have got repaired much more quickly and easily. I am sure it was possible to buy a bus ticket without an app. I would also say get used to the trip and wait at Apple because there is every chance he will drop and break the phone or it will be stolen at school.

Wejustdontknow · 07/09/2019 21:28

Just wanted to also point out that most bus apps also don’t transfer active tickets when downloading the app to a new device, I am carrying 2 phones this week for this very reason as upgraded but have another week left on my travel pass which doesn’t show on app on new phone, a replacement or borrowed phone won’t fix this issue and it is nothing to do with apples customer service but I would again speak to the bus company if you have proof of purchase

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