weev7
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'Secret' Apple retail policy reportedly rewarded polite customers with free fixes, replace...
I worked for Apple retail for nearly 10 years, and this TikTok is an oversimplification of a policy that was tried YEARS ago, back in the iPhone 3GS-4S times. We were allowed to swap a liquid damage phone once for a customer, and it was up to the technician to make that determination. Back then when I did have the power to make that decision, of course I wasn’t going to make that exception for someone who was rude to me or my coworkers. But Apple recognized that not all customers were receiving the same level of service, so they ended the practice around 2010. Since then, there has been no official policy of “surprise and delight” for kind customers as opposed to rude customers.These days, those exceptions are EXTREMELY rare if they are even made at all. A few years ago, I even begged my managers to make an exception for a teacher whose Mac was liquid damaged by an autistic student and I was told “No.” The term “surprise and delight” was only used for items like duckheads or EarPods that we could just give customers for free, but that went away as well before I left the company.I feel this is an important distinction to make because readers might think an Apple Genius has the power to fix a liquid damaged device for free when that is absolutely not the case. I would not want readers to assume the Genius is saying no because the Genius just considers them to be rude when they just cannot make an exception at all.
