First of all...apologies to
Gee Why cuz I know he's a big Apple supporter. But man, did I have a terrible encounter with stupidity today at the Apple store in Ala Moana.
About 2-3 weeks ago, I bought an iPod Nano from the store but I didn't open it and use it until about a week ago. That's when I found out that the "back" button wasn't working too well. Yeah, it functioned okay enough I guess, but whenever I pressed it, it didn't have the "clicking" sensation as the other buttons did and I sometimes had to press it 2 or 3 times to get it to work. Being that it was a brand new purchase I felt that I had the right to return it for one that worked properly. So I stopped by the Ala Moana Apple store at around 4:45pm today (Sunday) to exchange it for another one.
I walked up to the cashier's counter and explained my situation. The cashier I encountered was some snot nosed kid with bleached blonde hair who looked no older than 17. This was our conversation:
Me: I'd like to exchange this nano for another one. The "back" button doesn't work properly.
Bleached Blonde Cashier (BBC):
Tries out the buttons. Seems to be okay to me.
Me: The "up", "down", and "front" buttons all have a click feel to them when pressed. The "back" button doesn't.
BBC: Yeah, but it still works.
Me: Still, I consider it a defect and would like it exchanged.
Okay, this guy is basically telling the customer to just accept a defective product. STRIKE ONE!
BBC: Do you have the receipt?
Me: No, I don't. I threw it away.
BBC: Well, we're not really supposed to do exchanges without the receipt.
Me: What if it was a gift? How would I have the receipt then?
BBC:
Blank stareSTRIKE TWO! By this time, I was already getting fed up but the stupidity was just starting to build up!
Then BBC tells the guy next to him, a taller chubbier cashier (TCC) what my deal is and I hear him say, "He says the back button doesn't work properly but I can't find anything wrong with it". Yeah, call the customer wrong right in front of his face. That's just wonderful service! NOT!
Me: Can't you just use the UPC code and look it up on the computer?
BBC: Oh yeah...okay.
Looks on the computerBBC: Oh, it's been past 2 weeks already. We're supposed to charge you a 10% fee because the item has been opened.
Me: Are you kidding? You're going to charge me for a defective product? I'm not paying that fee.
Are they serious with this 10% fee? No way I'm paying that! STRIKE THREE!
BBC: Actually, you need to set up an appointment with a technician and they'll try to help you with your problem.
Me: I really don't think that's necessary. I know what the problem is. The dial doesn't work properly. The technician will say the same thing.
BBC: Yeah, but we have to have the technician see it first before we can do anything.
So he takes me over to a computer to make an appointment and then leaves to take care of another customer. I go through the motions and discover that the next available appointement is 6:50pm! Are you kidding me? I have to wait almost 2 hours for this crap? STRIKE FOUR!
So I went right back up to the cashier desk. This time, I got TCC. TCC was actually standing next to BBC the whole time so he knew what my situation was. By this time, I was getting really pist off.
Me: I was told to make an appointment to see a technician for this defective nano but the computer says that the next one is at 6:50pm. I'm not going to wait 2 hours for this. That's crazy. Can't I just see one of your managers?
TCC: Okay, I will exchange it for you right now. But I'm really supposed to charge a 10% fee for this since it's past 2 weeks and it's opened.
Me: So you would charge people a 10% penalty for returning an opened product? How are they supposed to know it's defective if they don't open the package? And you're charging them for a faulty product? Isn't that unfair?
TCC:
Blank stareThen, as he hands me the package, he tells me.
TCC: Don't lose the receipt this time.
Me: I didn't lose it. I threw it away.
STRIKE FIVE! Can you believe the nerve of these guys?
Now the icing on the cake. As I was driving home, I got a phone call from the Apple store.
Apple: Is this Myong Choi?
Me: Yes.
Apple: Did you make an appointment to see a technician at 6:50pm today?
Me: Yeah, but I don't need it anymore.
Apple: Oh, that's good because we're closed at that time anyway.
STRIKE SIX!
Believe me, the transcripts above have not been exaggerated or embellished. That's almost word for word what happened at the store today. That Apple store better get their shit together because I was not a happy consumer today. I have little tolerance for stupidity. I mean, these policies that they were throwing around at me were just ridiculous. A 10% fee? A 2 hour wait to see a technician? That's just crazy.
This might've been the last purchase I ever make at an Apple store. Their customer service sucks!!! If you ever have customer service issues with them, don't let them bully you around with their bullshit. If you believe it's within your rights, demand to see the manager and get past the teeny bopper cashiers.
IDIOTS!