Ok, some of you know the situation with my recent iPhone order. Some of you dont. Without employees, there is no company. Without customers, there are no employees. The point being, that no matter how big or well known the manufacturer........ CUSTOMER SERVICE should remain a priority. So, after my recent poor service from Apple, I wrote the following: May I first start by introducing myself as a customer of yours that has been not only loyal, but understanding. Let me clarify on both of these points for you. My loyalty to Apple has been consistent over the years, I have invested heavily in your products, ordered from you directly, and paid fully in cash. I have owned the iPhone 3GS, iPhone 4, iPhone 5 and I currently own a MacBook Pro & an iMac. Not only investing in the devices themselves, but the countless hardware, software, apps and iTunes purchases I have made over the years. Now Ill clarify on how I have been understanding before I expand on this complaint. On the 22nd of September this year, I ordered the newest release from Apple, the iPhone 6 Plus. I not only ordered iPhone 6 Plus, I ordered the highest spec version of the iPhone 6 Plus. The 128Gb version retailing at £789.00 directly from Apples own website. On Tuesday the 14th of October this year I received a text message from Apple to say that my iPhone 6 Plus had been shipped and would be with me NO LATER than the 21st of September this year. The money was then debited from my account 3 days later on the 17th of October. Between the dates of the 21st of September and 27th of October this year, I received no correspondence as to where my phone was, when it would be with me or even an apology as to why it had not met the deadline you, yourselves had set. I rang the Apple sales number numerous times, checked with the Apple automated service which clarified it had been shipped on October the 14th, so where was my phone? I can tell you where my £789.00 was, and still is, firmly with Apple. When I got through to the Apple sales department on the 23rd of October this year (giving you 2 days grace) I was told that the phone was with TNT and that TNT would ring me within 24 hours. Sure to their word, TNT rang me the next day at 12:06pm. A voicemail was left by a TNT employee named Steven, quoting the consignment number: 191910457, he then explained that there had been a problem with my package and that it would ARRIVE from Belgium that night, or overnight on Saturday, and be with me on Monday the 27th of October, no later. This lead me to take the day off work, to make sure I was in to receive my new iPhone. At 3:15pm on Monday the 27th of October my new iPhone had still not arrived. I then decided to phone the Apple sales department AGAIN, and ask where my phone was. I was told by one of the Apple staff that it was with the driver and that they were on route to me, and it would be with me between 3-6pm. I then decided to wait until 6:30pm at which point I phoned the Apple sales department for the final time. What I was told next not only shocked me, but frustrated and angered me. It also made me lose all confidence I had in what I believed to be a reputable and respectable company. I was told by one of Apple’s employees, after they contacted TNT, that my new iPhone was unable to be tracked and that they would further investigate. I was disgusted and disappointed to say the least, not only with Apple, but with TNT. After being placed on hold for quite a duration of time, I was then greeted by an Apple representative who told me my phone would be with me on Tuesday the 28th of October, 7 days after the latest date Apple said it would be with me. So why did the Apple representative LIE to me, by previously assuring me that the phone was with the driver and in transit? Appalling. I was then told that I would have to phone TNT to confirm Tuesdays delivery. So to me, there was still a chance it would not arrive. I then explained to the Apple representative that I was due to go on holiday on Tuesday the 28th of October and that no one would be home to receive and sign for the phone. I then waited, patiently, for some form of recompense to make amends for the appalling experience I had been put through over the last 6 WEEKS, the date I originally ordered the iPhone. Nothing was offered, making me feel as though I am just a dispensable customer with no value or importance to your company. I then proceeded to do what I felt was the only action to gain some form of security, and cancel the existing order, and attain a full refund. Another twist in the tale was sure to follow. I was told by an Apple representative that I would have to wait until Apple had received the iPhone back from TNT before the funds could be accredited to my account. So, £789.00 down, using a makeshift phone after selling my iPhone 5 to make way for my new iPhone, no iPhone 6 Plus and awful customer service experience. Is this how your treat all of your customers? As a personal user and not a business one, I feel personally disgusted with every link in this long chain of events. Will I even receive this refund if Apple does not receive the phone? The phone which I have never touched or even see. I never expected to have to write such a detailed and dissatisfying letter to Apple, especially not at a time when I should be enjoying time away from work on holiday. But it appears that even on holiday, due to Apple, I have to continue with some form of work. I have decided to compose this letter of complaint at the beginning of my holiday in the hope of a prompt resolution so that I can at least try and enjoy the back end of my holiday. I do hope for the sake of Apples reputation and for the sake of my own time, that I do not need to seek further advice on this matter, which believe me, I will pursue should the need arise. So again, I shall wait patiently, in the hope that Apple take this matter seriously and prove to me that this was a one-off within breakdown of communication and poor service. As it currently stands, Im considering stepping away from Apple products and the company as a whole. However, I believe in giving everyone a second chance and I sincerely hope that it is grasped with both hands on Apples part. I may only be a single customer to Apple, and my money invested in Apples products may only be a drop in the ocean compared with business users but carry on with service like this, and you may have to rely on businesses to stay afloat. The result from this complaint was a £150 reduction off the iPhone I originally ordered. PERSISTENCE PAYS OFF! I hope nobody has to go through the same stress that I have had to, with what should have been an easy exchange between myself & Apple.
Posted on: Wed, 05 Nov 2014 21:27:23 +0000
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