'Secret' Apple retail policy reportedly rewarded polite customers with free fixes, replace...
In a viral TikTok video, a former Apple Store employee revealed an alleged special program which retail employees could use to "surprise and delight" customers with additional perks.
![Credit: Apple](https://photos5.appleinsider.com/gallery/40889-79043-Apple-Store-Staff-l.jpg)
Credit: Apple
TikTok user @Tanicornerstone explained the supposed program in a response to a video asking for the "secrets that only the employees know."
"I used to work for Apple. So the first thing; rude customers, like we got some psychos in that store, but if you're rude to the geniuses or the concierge people, you will get your problem fixed most likely - however you are going to pay for it," the former retail staffer explained.
However, she adds that each staff member apparently has a specific number of "surprise and delight" instances that they could use to go above and beyond normal service for "really amazing" customers.
"I used to see a lot, people would come in with like water damaged phones and you're not allowed to replace those without a fee. However, the geniuses used a 'surprise and delight' to be able to give somebody a free replacement," she said.
Commenters to the TikTok video corroborated the claim, including both customers who received exceptional service or other former Apple Retail staffers. Some, however, have refuted claims that Apple had any such policy, while others say the video mistakenly equates "surprise and delight" with programs that have since been discontinued.
Her clip now has more than 114,000 likes and generated 866 comments.
It isn't clear if the "surprise and delight" program is still in effect, or whether it was actually a retail policy at all. However, there does appear to be plenty of anecdotal evidence suggesting that customers who are nice to retail staff may be able to get better service.
"I was a BROKE college student with an older MacBook whose battery needed to be replaced. The genius didn't charge me," one commenter said.
Stay on top of the latest Apple news right from your HomePod. Say, "Hey, Siri, play AppleInsider," and you'll get latest AppleInsider Podcast. Or ask your HomePod mini for "AppleInsider Daily" instead and you'll hear a quick update direct from our news team. And, if you're interested in Apple-centric home automation, say "Hey, Siri, play HomeKit Insider," and you'll be listening to our newest specialized podcast in moments.
![Credit: Apple](https://photos5.appleinsider.com/gallery/40889-79043-Apple-Store-Staff-l.jpg)
Credit: Apple
TikTok user @Tanicornerstone explained the supposed program in a response to a video asking for the "secrets that only the employees know."
"I used to work for Apple. So the first thing; rude customers, like we got some psychos in that store, but if you're rude to the geniuses or the concierge people, you will get your problem fixed most likely - however you are going to pay for it," the former retail staffer explained.
However, she adds that each staff member apparently has a specific number of "surprise and delight" instances that they could use to go above and beyond normal service for "really amazing" customers.
"I used to see a lot, people would come in with like water damaged phones and you're not allowed to replace those without a fee. However, the geniuses used a 'surprise and delight' to be able to give somebody a free replacement," she said.
Commenters to the TikTok video corroborated the claim, including both customers who received exceptional service or other former Apple Retail staffers. Some, however, have refuted claims that Apple had any such policy, while others say the video mistakenly equates "surprise and delight" with programs that have since been discontinued.
Her clip now has more than 114,000 likes and generated 866 comments.
It isn't clear if the "surprise and delight" program is still in effect, or whether it was actually a retail policy at all. However, there does appear to be plenty of anecdotal evidence suggesting that customers who are nice to retail staff may be able to get better service.
"I was a BROKE college student with an older MacBook whose battery needed to be replaced. The genius didn't charge me," one commenter said.
Stay on top of the latest Apple news right from your HomePod. Say, "Hey, Siri, play AppleInsider," and you'll get latest AppleInsider Podcast. Or ask your HomePod mini for "AppleInsider Daily" instead and you'll hear a quick update direct from our news team. And, if you're interested in Apple-centric home automation, say "Hey, Siri, play HomeKit Insider," and you'll be listening to our newest specialized podcast in moments.
Comments
Last time I brought an Apple Watch in with the screen crack flaw. It was past the extended warrantee by a fair bit. Didn’t get the replace. Change in policy? Or just too big an ask? Who knows...
I don't know if it was specifically because of this policy, but my wife had a cracked screen replaced on her 6 Plus (this was several years ago) at an Apple Store twice, for free, once out of warranty. No AppleCare or anything, nor did we ask for it. We were just patient and super polite: "boy, really busy today! Thank so much for helping us, here's the broken iPhone..." blah blah blah. They were just immediately, "this is on us, one sec" boom.
(On a good day)
In less than 2 weeks, I had dropped it on the ground when removing it from my car and dented the entire right side of the chassis to the point that I couldn’t use any of the ports on that side as they were all misshapen.
I brought it to the Genius Bar and I was completely honest with them about what happened and that I really needed the unit fixed. They told me it wouldn’t be cheap, but I insisted that it be fixed and I was willing to pay for the repair because I needed those ports to work.
In the end, the manager became involved and ultimately took my laptop back and replaced it with another one, brand new and sealed in the box because he genuinely felt bad for me.
I was completely amazed that they extended themselves for me like that as I was not expecting that to happen at all! The manager shared my excitement as he knew how upset I was about the damage and that I was grateful that he and his team helped me the best way they knew how.
I can’t remember his name, or if he is still with Apple, but I do remember that this happened at the Apple Store Fairview Mall in Toronto. Other companies would never have been so accommodating, so I can say that I will be loyal to Apple not only because of the fantastic products they make, but because of the amazing customer service that they provide on top of that!
I mean, I've had a couple of phones replaced due to drop damage for no charge (one of them they attempted to repair, but stripped all the screws - of course they might have "accidentally" done it ) and when I upgraded my iPad, and wanted to hand the old one down to another family member, they found a whole bunch of stuff wrong with it, but declared that as it had a battery issue, they could replace it with a new unit for the basic out-of-warranty battery replacement fee.
So they go out of their way to find ways to get it done, but that could be dependent on the specific store you deal with. And I never disrespect service staff. It's not their fault, and if you piss them off, they can mess up your day in truly horrific ways. Especially waitstaff. Never piss off anyone with access to your food.
Also, the concierge role at Apple Stores haven't been a thing for a long, long time.
Putty in her hands.
iPhone 11 dead on arrival.