In October, I wrote this very disgruntled letter to you after taking Maura’s shiny new but now scratched up iPad to the Apple store we purchased it at only to be told “Well…whaddaya want me to do about it?” and “That’s not covered under the warranty.”
I will admit, the lack of wondrous Apple customer service I received bugged me, and yes, I told people about it. Especially ones considered buying an iPad. “Get a screen protector!” I’d warn, and then tell them why.
Yesterday, after Thanksgiving dinner, my mom was talking about possibly getting an iPhone as my brother surfed on his Macbook. I said how I was still miffed with Apple over the iPad, and once again told my story. My brother was surprised that the iPad wasn’t fixed and talked about how Apple replaced his Macbook’s screen when he busted it, no problems. I wondered about calling the customer service line directly – something that was suggested to me in the previous weeks, but I will admit, I blew off because I was told my problem wasn’t covered under the extended warranty we’d purchased.
So today, I decided “What the heck, can’t hurt.” and called the Apple customer service line.
I will say – they redeemed themselves.
After being tortured with Hall and Oates (seriously? You get The Beatles on iTunes finally and I have to listen to Hall and Oates?), I get a customer service rep, a nice young man who waited five minutes while I calmed a very blood-curdling-screaming Maura down after the little dog stole garlic bread from her. After we could both hear again, I explained to the rep how we bought it, we asked about screen protectors, were told they weren’t necessary, it got scratched, it was probably caused by Maura’s medical alert bracelet (aka, the metal around her wrist), I brought it to the store, told there was nothing to be done…and then how when I told this to my brother, he was surprised and so I decided to ask again.
The rep took this all in, asked a couple questions, and decided that they would replace the screen for me at no charge this one time because they wanted me to be a happy iPad owner.
And now, I am a happy iPad owner.
Oh, I will still be warning others to get the screen protectors, especially if you wear a metal medical alert bracelet. And if you have a problem with your Apple product, call the customer service line versus going to the store first. But they have redeemed themselves in customer service. I just hope the first guy I went to at the store isn’t the one who will be helping me when I take the iPad in!