Poor Experience With Apple Support

DAnDan · 14 Oct 2016 at 15:08

Has anyone else had any experiences with Apple support not being useful?

I bought a 7+ on release day, when it arrived I found that it was suffering from the coil whine that many people were reporting. So I contacted Apple support and eventually got through to a senior adviser, who said they'd reserve a replacement handset for me in store. Three weeks later, and several more calls to Apple I'm no closer to getting a replacement handset.

It's getting pretty frustrating, and Apple don't appear to have a separate complaints team that I can escalate the issue to. Any suggestions guys?

LiE · 14 Oct 2016 at 15:26

Do you have a store near you? Might be best booking in to see a genius.

DAnDan · 14 Oct 2016 at 15:53

LiE said:
Do you have a store near you? Might be best booking in to see a genius.

Forgot to mention it in the OP, but I've been in to my local store, and they said they can't do anything as they have to wait for the stock to come in.

Junglist · 14 Oct 2016 at 16:14

Mine also has the coil-whine but I'm going to wait before I get mine replaced. The stock is all up in the air.

Chris344 · 14 Oct 2016 at 19:49

I have the coil whine too and just had an express replacement which also has the coil whine. Save yourself the time and wait for now.

Tatsuki · 15 Oct 2016 at 08:51

It's probably low stock issues? Still a 3 4 week wait time on website for phone if you order online. If you went into store every morning you might be able to get a phone that's allocated to the store, stores get some stock every day I think that's supposed to be sold there.

Phate · 15 Oct 2016 at 11:43

Yes it doesn't sound like the support is an issue. Just more the stock available to replace said phones. Give it a few weeks for them to replenish. The 7 was one of their fastest selling phones as far as I remember.

Billies Bangers · 15 Oct 2016 at 15:49

DAnDan said:
Has anyone else had any experiences with Apple support not being useful?

I bought a 7+ on release day, when it arrived I found that it was suffering from the coil whine that many people were reporting. So I contacted Apple support and eventually got through to a senior adviser, who said they'd reserve a replacement handset for me in store. Three weeks later, and several more calls to Apple I'm no closer to getting a replacement handset.

It's getting pretty frustrating, and Apple don't appear to have a separate complaints team that I can escalate the issue to. Any suggestions guys?

What about going into the store, make a fuss then run riot with a hammer. Oh wait! that has already been done, damm.

Seriously though just wait, you will get your replacement in due course.

fowler002 · 15 Oct 2016 at 23:01

Phate said:
Yes it doesn't sound like the support is an issue. Just more the stock available to replace said phones. Give it a few weeks for them to replenish. The 7 was one of their fastest selling phones as far as I remember.

And "steal" the stock from someone who's been waiting for weeks to get their hands on one?
Unless the phone came DoA or died with normal use then maybe, but not for silly things like coil whine, dead pixels etc. The stock may as well be going to the YouTubers who go around destroying them or the scalpers who create the artificial stock shortage.

DAnDan · 15 Oct 2016 at 23:32

Tatsuki said:
It's probably low stock issues? Still a 3 4 week wait time on website for phone if you order online. If you went into store every morning you might be able to get a phone that's allocated to the store, stores get some stock every day I think that's supposed to be sold there.

Yeah it's definitely a lot stock issue. I'm just surprised/disappointed that a company like Apple don't have some stock set aside for replacements.

Phate said:
Yes it doesn't sound like the support is an issue. Just more the stock available to replace said phones. Give it a few weeks for them to replenish. The 7 was one of their fastest selling phones as far as I remember.

The staff I've all spoken to have all been great, I'm just not so satisfied with the policy, where no stock is available for replacements at launch. Not the end of the world, but for an £800 device from Apple I don't really expect to be waiting quite so long for a replacement device.

Billies Bangers said:
What about going into the store, make a fuss then run riot with a hammer. Oh wait! that has already been done, damm. Seriously though just wait, you will get your replacement in due course.

Yep, looks like I'll be doing the waiting game. They booked me in for a genius appointment next week, but said it's "unlikely" they'll have the phone in stock for me by then. Not quite sure what the point in booking me in was?

Alpherah · 16 Oct 2016 at 09:09

You can walk into any Apple Store in the US and get any config iPhone 7/7+ you want - here in the U.K. According to staff they're lucky to receive 5 plus models a week.. bit daft tbh

Billies Bangers · 16 Oct 2016 at 16:19

Alpherah said:
You can walk into any Apple Store in the US and get any config iPhone 7/7+ you want - here in the U.K. According to staff they're lucky to receive 5 plus models a week.. bit daft tbh

Apple's home market and China are their most important markets by far. The UK is not a priority when you look at the numbers.

n111ck · 16 Oct 2016 at 17:44

Alpherah said:
You can walk into any Apple Store in the US and get any config iPhone 7/7+ you want - here in the U.K. According to staff they're lucky to receive 5 plus models a week.. bit daft tbh

SIM only iphones have only just been released in the US vs launch date here.

Swings and roundabouts.