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Apple Mobile Products: iPhone, iPad, iPod
iPod Hardware and Accessories
Upgraded units after return - experiences?
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<blockquote data-quote="D3v1L80Y" data-source="post: 102731" data-attributes="member: 2960"><p>I will agree that so far it has been an unfortunate series of events to say the least. I do hope you get your iPod soon.</p><p></p><p>Honestly though, they are not going to send you a 4G iPod or any other sort of upgrade to the iPod you purchased. Even if you have gone through the wringer, the fact is you purchased a 3G, and that is what your warranty covers. Unless they no longer have the model you purchased, it is very unlikely that you will receive anything different.</p><p></p><p>Also, don't take this the wrong way, but if what you described is true, you did seem to be a bit harsh. I understand that what you have gone through thus far is a PITA, but remaining patient, calm and collected is key. When you suggested/demanded that they upgrade your unit, that was a mistake. Also when you cut off the rep in mid-sentence, that was a bit rude. Understandibly you were/are upset, but that is never cause to be curt or rude with someone who is trying to assist you. I have worked in Customer Service for years, and I am familiar with both sides...being the customer and being the CSR/Supervisor. Whenever someone demands something of a CSR or starts talking over them and cutting them off, that person starts to lose whatever 'edge' they may have had at the beginning of the encounter. I do agree that the Care Rep should not have mentioned the possibility of an upgrade, when he clearly had no authorization to make that sort of decision. A decision like that should be made by someone with the ability and authority to do so, like a supervisor or manager. Otherwise, the option should not have been mentioned, even if you brought it up. Now it does appear that they did catch the mistake with the lost order and put a priority on the replacement for it. Before calling them yet again, I would suggest giving time for the unit to arrive. I understand that you are at the end of your rope, but calling every day will not help your case.</p><p></p><p>I have a 3G that I had replaced with a new unit, when my HD failed. My first request for a repair/replacement went unanswered for about 2 weeks. I was given a dispatch number when I created the request, yet there seemed to be no activity on it. I finally emailed Apple and found that there was a problem with "the systems" that day, and that while he could locate my dispatch number, no orders or requests made it through that day. OK, the reply went on to say that a new dispatch was created and I should receive the return kit within 1-2 days. It was delivered the next morning. I sent it back and received my new iPod in 2 days. </p><p>I'll admit, I was less than happy when I found that the original request was lost...and they knew about problematic orders on that date. They knew a dispatch was created for me, and they took no action until I emailed them back. However, at no point did I lose my composure. I made no demands to make my case a priority. I took them at their word that the new dispatch would be sent, and it was. Apple is a large corporation and at times, as with any other large corporation, these things can happen. It doesn't make it any less frustrating for you, the consumer, but they do their best to stand behind their products.</p></blockquote><p></p>
[QUOTE="D3v1L80Y, post: 102731, member: 2960"] I will agree that so far it has been an unfortunate series of events to say the least. I do hope you get your iPod soon. Honestly though, they are not going to send you a 4G iPod or any other sort of upgrade to the iPod you purchased. Even if you have gone through the wringer, the fact is you purchased a 3G, and that is what your warranty covers. Unless they no longer have the model you purchased, it is very unlikely that you will receive anything different. Also, don't take this the wrong way, but if what you described is true, you did seem to be a bit harsh. I understand that what you have gone through thus far is a PITA, but remaining patient, calm and collected is key. When you suggested/demanded that they upgrade your unit, that was a mistake. Also when you cut off the rep in mid-sentence, that was a bit rude. Understandibly you were/are upset, but that is never cause to be curt or rude with someone who is trying to assist you. I have worked in Customer Service for years, and I am familiar with both sides...being the customer and being the CSR/Supervisor. Whenever someone demands something of a CSR or starts talking over them and cutting them off, that person starts to lose whatever 'edge' they may have had at the beginning of the encounter. I do agree that the Care Rep should not have mentioned the possibility of an upgrade, when he clearly had no authorization to make that sort of decision. A decision like that should be made by someone with the ability and authority to do so, like a supervisor or manager. Otherwise, the option should not have been mentioned, even if you brought it up. Now it does appear that they did catch the mistake with the lost order and put a priority on the replacement for it. Before calling them yet again, I would suggest giving time for the unit to arrive. I understand that you are at the end of your rope, but calling every day will not help your case. I have a 3G that I had replaced with a new unit, when my HD failed. My first request for a repair/replacement went unanswered for about 2 weeks. I was given a dispatch number when I created the request, yet there seemed to be no activity on it. I finally emailed Apple and found that there was a problem with "the systems" that day, and that while he could locate my dispatch number, no orders or requests made it through that day. OK, the reply went on to say that a new dispatch was created and I should receive the return kit within 1-2 days. It was delivered the next morning. I sent it back and received my new iPod in 2 days. I'll admit, I was less than happy when I found that the original request was lost...and they knew about problematic orders on that date. They knew a dispatch was created for me, and they took no action until I emailed them back. However, at no point did I lose my composure. I made no demands to make my case a priority. I took them at their word that the new dispatch would be sent, and it was. Apple is a large corporation and at times, as with any other large corporation, these things can happen. It doesn't make it any less frustrating for you, the consumer, but they do their best to stand behind their products. [/QUOTE]
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Apple Mobile Products: iPhone, iPad, iPod
iPod Hardware and Accessories
Upgraded units after return - experiences?
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