I wanted to share my experience of Apple support. I think it’s unique but it won’t surprise me if it’s becoming the norm.
Since March 2019 I had identified what I believed was a problem with my Apple Watch Series 1 battery, which was still under warranty. It was discharging faster than expected but it was sporadic (happening 4-5 times per month) and not easily replicated. I was actively documenting the issue by taking notes and contacting Apple Support when appropriate. By October it had been sent to repair depot twice but they were not able to find an issue and sent the watch back without repairs.
Then in early November the battery drained faster than normal several days in a row, and I reached out to Apple chat support. They wanted to have it inspected again, and this time I opted to take it to an Apple Store, even if it’s an 2 hour drive round trip. I figured I would get to interact with a specialist and they’d be able to help identify the issue. In the past, I dealt with chat or phone specialist. I scheduled an appointment for November 9th.
I arrived at my appointment and the Apple Genius inspected my watch. I explained my issues in detail and he then told me there wasn’t much he could do in the store. They would need to send it to the depot for more analysis. I was displeased because I would have expected that my chat support specialist would have mentioned that and saved me the drive. I didn’t say anything though, and hoped they’d replace the battery this go around. I requested the watch be mailed to me after it was repaired rather than to the store to save me the drive. The Apple Genius granted this request. My next experience was a surprise and left me frustrated and wondering if Apple support isn’t as premium as before.
In the previous depot inspections the watch would arrive the next business day, inspected/repaired that day, and be back to me the following business day. But, to be fair, Apple quotes 3-5 business days for the repair. November 9th was a Saturday so I thought I’d be back with my watch Tuesday or Wednesday. Additionally, I could track the repair online. On November 12th, with no status update online I called Apple support. I figured that Apple would have acknowledged the Watch was received and being inspected and it hadn’t. I was concerned that the watch had been lost in transit. But all I was told that it’s still within the timeframe outlined but I was welcomed to call back the next day. I asked if the item had been shipped from the Apple Store since I didn’t have that information and they said it had on Monday, November 11th. But they didn’t have any other information (I.e tracking numbers or if it arrived).
I called each day that week and got the same response, that we’re still within the repair time frame. The website status hadn’t changed though, it still listed as “Repair Requested”. On Friday I was told I could reach out to the store and they could provided at least the tracking information. He also told me that since the last Monday was a holiday (Veterans Day) that Monday November 18 would the end of the 5th business day and to wait to call Apple Support then. I decided to wait until Monday to call again, but I did call the Apple Store for insight to the shipping information. They couldn’t help me on the phone immediately but said they’d call back. On Saturday they called and left a voicemail. They told me the item had been delivered to the depot on Tuesday November 12th.
On Monday (11/18) afternoon, I called because the website had no change in status. The Apple specialist told me they’d escalate the issue of it not arriving and I’d hear back in 1-2 days. He then said he’d follow up with me on Thursday. My frustration level was starting to escalate, but I never took it out in the folks on the phone. Though I would always explain it.
On Wednesday (11/20) I got an email that said a “shipment inquiry” had started and would take 7-10 business days to complete. I was livid at this point. First, the inquiry had just begun and then it was going to be up to 2 weeks to see what happens. I fired off an email to the support specialist I spoke to on 11/18 and told him that was not acceptable and would like them to replace the watch (a like for like replacement). I received a phone call on Thursday (11/21) but missed it. I didn’t have a direct number for the same specialist so I sent an email with my availability the rest of the day and my availability for Friday. I didn’t get a call back.
Since I hadn’t received a response I fired off an email to Tim Cook. I explained the situation and asked for better service. On Monday 11/25 I received a phone call from Apple Retail Executive Relations. I though, finally someone who could make things happen. That wasn’t the case. She told me she has received my note and would look into it. She wanted 1-2 days to get information from the Apple Store. But she also mentioned she’d be out of the office on Wednesday and Thursday because of Thanksgiving. I said ok. On Tuesday not hearing back I called since I did have a direct number and knew she’d be out of pocket the next day. No news but I’d hear back in Friday.
Friday (11/29) afternoon I received a phone call from the Executive Relations representative. She had heard back from the store and they were still conducting their shipping investigation. However, they do believe the watch is lost and are now going to replace it. I was asked when I could go to the store. I was not happy with that request (remember, 2 hour round trip) but it was the fastest to get my watch back. I said I could go on Sunday. She said ok. She was going to be out of the office on Monday but would check in with me on Tuesday.
I was not able to head there on Sunday (my family, including me, got the stomach flu). But on Monday (12/2) I took some time off of work and drove to the Apple store. Over 3 weeks after I dropped off my watch, they gave me a replacement watch, a Series 3 Aluminum. Before I had dropped off my watch I actually was looking into getting a cellular model. So I politely asked if I could upgrade the watch and pay the difference. They said no but I could trade it in. I looked later that day, it would have been valued at $60-$70, mind you this was a brand new Series 3 still wrapped in its packaging and was retailing at their store for $199. So I took the watch and left the store.
On Tuesday (12/3) I called the Executive Relations and told them I had received my watch. I then told them how I was unhappy with the whole scenario. It took over 3 weeks to resolve the issue they created and then I couldn’t even upgrade the option the offered. She offered me $75 discount on accessory or another Apple product for my inconvenience. I told her I was not going to buy another Apple product because of this support experience but it would be nice if I could get AppleCare+ added to the watch ($49). She said no, I could only use the credit to get a product. I sent an email shortly after that call to Tim Cook updating the situation, acknowledging the case was "closed" but I was unhappy. I did not receive a response.
Overall, I’m displeased and frustrated by the event. But I have an Apple Watch (which I was entitled to since they lost it) and can’t require more from Apple. However, I expect more from the company. Many years ago I had several issues with my MacBook Pro and they provided excellent service. This time, this missed the mark severely. A few of times where I think they could have responded better. (1) When I called on 11/12 and there was no evidence of the watch at the repair depot, they should have inquired if it had arrived and notified me within 1-2 business days that it wasn’t around. (2) On 11/18 they should have acknowledged it was misplaced and issued a replacement (like for like - a refurbished Series 1). (3) On 11/25, Executive Relations should have immediately sent a replacement without inquiring the store as the notes already have the watch in limbo (one could argue a new watch but Apple would not be required to). (4) On 11/29 when they had already decided to provide me with a new Apple Watch Series 3 they should have mailed it and saved me 2 hours of driving. (4) On 12/2 they should have allowed me to upgrade the watch and pay the difference ($100), however they offered a $75 credit the next day so the upgrade should have been an easy “freebie” to make things right. (5) When I asked for a $49 item rather the $75 they had already offered, provide it rather than saying no.
If you got this far, thank you for reading the rant. If you are considering an Apple product now or in the future, just note that the high customer service satisfaction they once had is not there anymore. They don’t necessarily care about making a few people displeased about their experience. And you could be one of them.
Since March 2019 I had identified what I believed was a problem with my Apple Watch Series 1 battery, which was still under warranty. It was discharging faster than expected but it was sporadic (happening 4-5 times per month) and not easily replicated. I was actively documenting the issue by taking notes and contacting Apple Support when appropriate. By October it had been sent to repair depot twice but they were not able to find an issue and sent the watch back without repairs.
Then in early November the battery drained faster than normal several days in a row, and I reached out to Apple chat support. They wanted to have it inspected again, and this time I opted to take it to an Apple Store, even if it’s an 2 hour drive round trip. I figured I would get to interact with a specialist and they’d be able to help identify the issue. In the past, I dealt with chat or phone specialist. I scheduled an appointment for November 9th.
I arrived at my appointment and the Apple Genius inspected my watch. I explained my issues in detail and he then told me there wasn’t much he could do in the store. They would need to send it to the depot for more analysis. I was displeased because I would have expected that my chat support specialist would have mentioned that and saved me the drive. I didn’t say anything though, and hoped they’d replace the battery this go around. I requested the watch be mailed to me after it was repaired rather than to the store to save me the drive. The Apple Genius granted this request. My next experience was a surprise and left me frustrated and wondering if Apple support isn’t as premium as before.
In the previous depot inspections the watch would arrive the next business day, inspected/repaired that day, and be back to me the following business day. But, to be fair, Apple quotes 3-5 business days for the repair. November 9th was a Saturday so I thought I’d be back with my watch Tuesday or Wednesday. Additionally, I could track the repair online. On November 12th, with no status update online I called Apple support. I figured that Apple would have acknowledged the Watch was received and being inspected and it hadn’t. I was concerned that the watch had been lost in transit. But all I was told that it’s still within the timeframe outlined but I was welcomed to call back the next day. I asked if the item had been shipped from the Apple Store since I didn’t have that information and they said it had on Monday, November 11th. But they didn’t have any other information (I.e tracking numbers or if it arrived).
I called each day that week and got the same response, that we’re still within the repair time frame. The website status hadn’t changed though, it still listed as “Repair Requested”. On Friday I was told I could reach out to the store and they could provided at least the tracking information. He also told me that since the last Monday was a holiday (Veterans Day) that Monday November 18 would the end of the 5th business day and to wait to call Apple Support then. I decided to wait until Monday to call again, but I did call the Apple Store for insight to the shipping information. They couldn’t help me on the phone immediately but said they’d call back. On Saturday they called and left a voicemail. They told me the item had been delivered to the depot on Tuesday November 12th.
On Monday (11/18) afternoon, I called because the website had no change in status. The Apple specialist told me they’d escalate the issue of it not arriving and I’d hear back in 1-2 days. He then said he’d follow up with me on Thursday. My frustration level was starting to escalate, but I never took it out in the folks on the phone. Though I would always explain it.
On Wednesday (11/20) I got an email that said a “shipment inquiry” had started and would take 7-10 business days to complete. I was livid at this point. First, the inquiry had just begun and then it was going to be up to 2 weeks to see what happens. I fired off an email to the support specialist I spoke to on 11/18 and told him that was not acceptable and would like them to replace the watch (a like for like replacement). I received a phone call on Thursday (11/21) but missed it. I didn’t have a direct number for the same specialist so I sent an email with my availability the rest of the day and my availability for Friday. I didn’t get a call back.
Since I hadn’t received a response I fired off an email to Tim Cook. I explained the situation and asked for better service. On Monday 11/25 I received a phone call from Apple Retail Executive Relations. I though, finally someone who could make things happen. That wasn’t the case. She told me she has received my note and would look into it. She wanted 1-2 days to get information from the Apple Store. But she also mentioned she’d be out of the office on Wednesday and Thursday because of Thanksgiving. I said ok. On Tuesday not hearing back I called since I did have a direct number and knew she’d be out of pocket the next day. No news but I’d hear back in Friday.
Friday (11/29) afternoon I received a phone call from the Executive Relations representative. She had heard back from the store and they were still conducting their shipping investigation. However, they do believe the watch is lost and are now going to replace it. I was asked when I could go to the store. I was not happy with that request (remember, 2 hour round trip) but it was the fastest to get my watch back. I said I could go on Sunday. She said ok. She was going to be out of the office on Monday but would check in with me on Tuesday.
I was not able to head there on Sunday (my family, including me, got the stomach flu). But on Monday (12/2) I took some time off of work and drove to the Apple store. Over 3 weeks after I dropped off my watch, they gave me a replacement watch, a Series 3 Aluminum. Before I had dropped off my watch I actually was looking into getting a cellular model. So I politely asked if I could upgrade the watch and pay the difference. They said no but I could trade it in. I looked later that day, it would have been valued at $60-$70, mind you this was a brand new Series 3 still wrapped in its packaging and was retailing at their store for $199. So I took the watch and left the store.
On Tuesday (12/3) I called the Executive Relations and told them I had received my watch. I then told them how I was unhappy with the whole scenario. It took over 3 weeks to resolve the issue they created and then I couldn’t even upgrade the option the offered. She offered me $75 discount on accessory or another Apple product for my inconvenience. I told her I was not going to buy another Apple product because of this support experience but it would be nice if I could get AppleCare+ added to the watch ($49). She said no, I could only use the credit to get a product. I sent an email shortly after that call to Tim Cook updating the situation, acknowledging the case was "closed" but I was unhappy. I did not receive a response.
Overall, I’m displeased and frustrated by the event. But I have an Apple Watch (which I was entitled to since they lost it) and can’t require more from Apple. However, I expect more from the company. Many years ago I had several issues with my MacBook Pro and they provided excellent service. This time, this missed the mark severely. A few of times where I think they could have responded better. (1) When I called on 11/12 and there was no evidence of the watch at the repair depot, they should have inquired if it had arrived and notified me within 1-2 business days that it wasn’t around. (2) On 11/18 they should have acknowledged it was misplaced and issued a replacement (like for like - a refurbished Series 1). (3) On 11/25, Executive Relations should have immediately sent a replacement without inquiring the store as the notes already have the watch in limbo (one could argue a new watch but Apple would not be required to). (4) On 11/29 when they had already decided to provide me with a new Apple Watch Series 3 they should have mailed it and saved me 2 hours of driving. (4) On 12/2 they should have allowed me to upgrade the watch and pay the difference ($100), however they offered a $75 credit the next day so the upgrade should have been an easy “freebie” to make things right. (5) When I asked for a $49 item rather the $75 they had already offered, provide it rather than saying no.
If you got this far, thank you for reading the rant. If you are considering an Apple product now or in the future, just note that the high customer service satisfaction they once had is not there anymore. They don’t necessarily care about making a few people displeased about their experience. And you could be one of them.
