Not entirely - I just thought that Apple should be more willing to offer a solution, but they weren't even interested in talking to me, even though I had bought one of their Apple care warranty agreements. I then realized that they were correct in steering me back to ATT, since the original 30 days was in effect, after which you will find that ATT will not deal with it, and will send you to the Apple store for warranty issues. I accept their explanation, but It is a question of customer courtesy, since, after all, Apple derived a significant portion of my purchase money, and I was treated as if I didn't know what I was talking about. At least at ATT, they didn't even question my reception issues, but were trying to get out of refunding the Apple care agreement, even though they sold it to me. This is a typical "not my problem" issue. At least I was able to get squeaky on the wheel, and persevered with ATT until they agreed to do the right thing.
(since I am a first time poster here, some may wish to know my background, which started out in engineering in college, wound up in business, research and University teaching. Retired Army reserve colonel and Navy Fleet adviser, and now am an Optometrist, practicing in Palo Alto, CA. and have been a happy iPhone user, up until now, and have purchased several Macs for my son, who is in the audio engineering and recording field).
I have enjoyed reading in this forum, and look forward to contributing my 2 cents from time to time.
First, congratulations on the way you handled the issue. You prevailed by persisting and behaving rationally in a sensitive environment.
I am disappointed that the Apple store did not resolve the issue, but instead directed you to AT & T.
Did you talk to the store manager at the PA Apple store?
If so, and if you acted reasonably (as you appear to demonstrate in your posts), He and Apple missed a golden opportunity! They could have / should have evaluated the situation and resolved it then an there (including all the AT & T bits)* Having done that, they would, likely, have won you as a loyal customer for life... and that , sir, is a precious commodity!
* procedures must be in place so that either vendor in a multi-vendor sale, can resolve the issue on behalf of both vendors without shuffling the customer amongst them!
If the vendors can't establish a procedure to do this, they ought not be selling each other's products or services... simple as that.
The customer may not always be right, in fact... but in his eyes he is, and should be treated accordingly!
- Michael Lille -
- Michael Lille -