iPhone Video Glitch: Apple Store Comes to the Rescue
While I was at work, she took her malfunctioning device to the Apple Store in Baybrook Mall. Once they convinced themselves the device really had a problem, they told her they’d replace her phone, but they said it would be a “refreshed” one. We’ve bought “refreshed” computers from Apple Stores before; and the term meant a unit that was “barely used”, usually a customer returning a unit due to buyer’s remorse. (And, in one case, the store was using it to describe a demo unit they were selling.) She told them that was unacceptable and wanted a new phone. When she left, the store managers were telling her she’d get a new phone but they didn’t have any 8GB iPhones in stock. They might have some in the next few days. They made no promises.
We were still inside the period since the sale when we could return the phone for any reason, though it would cost me a $59.95 restocking fee. So, that was one option we could explore, though we’d obviously have to buy a new iPhone somewhere else. (The Galleria Apple Store did have some 8 GB iPhones; I checked.) Connie was pressed for time and didn’t want to go over there, nor did she want to follow what Apple said was the standard procedure. According to the FAQ at the Apple website, Apple would normally send the phone in for repair and Connie could rent another phone to use during the repair period for $29. She didn’t want to go down that road, either. So, we were letting it ride, waiting to see how long it took the Baybrook Mall store to come up with a phone.
It turned out we didn’t have to wait long. The store, which had thought it would be a few days before they got a phone, called about four thirty p.m. and let her know they had a phone for her. We went together to pick it up, and the crew at the store was very hospitable.
Once again, THAT was the kind of customer service we have learned to expect from Apple!