Misled by Apple Support and Treated Like a Scammer

LGeary on 05/06/2024 - 10:02

TLDR Apple support told me they had authorised free replacement of out of warranty Airpod pros only to later deny it wasting my time and treating me like a scammer.

I have a pair of airpod pros that are out of warranty and have failing microphones. They are 3 years old so whilst I wasn't expecting a free replacement I was hoping for a cheaper repair and wanted to see see how I was treated before I laid out $399AUD for a replacement set. I guess I found that out.

I first called apple support and they made me an appointment with the Genius Bar where they verified that the microphones were failing but advised out of warranty and they didn't have authority to replace them. I made a 2nd call to apple support a week later and was told very explicitly that they would replace the airpods free of charge and set me up another appointment. When my wife went in to that appointment the guy at the genius bar said there was no record of replacement authorisation on the file and said that our file now has record that we were "serial offenders due to repeatedly calling and trying to scam free airpods". They openly accused her of trying to scam them in front of the crowded store and she left out of embarrassment.

I have only I called Apple support twice at that point which are the two calls I described here. I then called apple support (3rd call ever) and asked them to listen to the call recording where I was told free replacement and was told it wasn't an option and more or less tough luck. I asked how I could lodge a complaint to escalate and was told that he was then end of the line and I wouldn't receive any further response. Out of frustration and anger I considered making a complaint through NCAT but at this stage I feel like I'm yelling at the clouds.

Aside from the vent - any suggestions on what I should replace my APP with other than Apple?

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Comments

  • 87percent on 05/06/2024 - 10:14
    +2

    Genius Bar didn't have the authority to replace them?? what??

    • Geary on 05/06/2024 - 12:09
      +1

      Outside of warranty. Only option they gave was $280 for replacement of the buds only and not the case which I took as less value than buying a new set on special and gifting these to my daughter for listening to music.

    • Kayrhcp on 06/06/2024 - 08:37
      +1

      I swear my airpod max was out of warranty when I sent it back in for faulty connection between headphone cups and the Genius Bar accepted it on the spot and even repaired the worn out headband

      • 87percent on 06/06/2024 - 11:04

        I think because of the rrp on the Max, I would expect them to last a lot longer than Pros

        • Kayrhcp on 13/06/2024 - 08:47

          Yeah I think you’re right. They alluded to the same thing themselves when taking them away.

  • AustriaBargain on 05/06/2024 - 10:23

    I was in a focus group for cigarette package branding, back before the government made them all olive coloured. A few days before it started the organiser called me said she desperately needed me to change time slots and come in a day early, and that I would get an extra $20 for it. So I did that, showed up to the group, and at the end they were handing out the money and I got my $100 and I said I was promised an extra $20 for coming to this session instead of the one I booked. And the woman started shouting at me, calling me a liar, this and that, and that I wasn't going to get a penny more. I'd have paid $40 to not be treated like that, as a young lad. These days I'd probably think about what Diogenes of Sinope would have done in that situation.

    • BOGOF on 05/06/2024 - 10:51
      +2

      what Diogenes of Sinope would have done in that situation.

      I'm sure he would have got his candle out.

  • sumyungguy on 05/06/2024 - 10:37

    Before you rage quit on Apple (which will rule out excellent Airpods and Beats options), I think if you had visited a Genius Bar first up you would have got a definitive outcome, favourable or otherwise. There was an AirPods Pro Service Program for Sound Issues with affected units manufactured before October 2020.

    • Prince K on 05/06/2024 - 14:58

      Damn. Here I thought they replaced mine out of warranty free of charge from the goodness of their heart or customer loyalty sort of thing

      • sumyungguy on 05/06/2024 - 14:59

        Were yours part of that Service Program?

        • Prince K on 05/06/2024 - 15:02

          Not sure hey. Had it for about 2.5 years and the sound rarely worked. Took it to Apple Store and at first they replaced the right EarPod. Happened again and I brought it back. The staff offered the same thing (replacing the EarPod) until his iPad must have told him something and he took my whole AirPods Pro for quality control purpose.
          A week later mailed me a new set and it’s been fine since

          Something similar happened to my old iPhone 6 and they replaced it out of warranty too

  • try2bhelpful on 05/06/2024 - 11:08
    +9

    So you had an answer from the Genius Bar but decided to try your luck by ringing the help desk, again, hoping for a different outcome. Some help desk operator then made a mistake and the Genius Bar, again, corrected it. Just wondering if you mentioned to the help desk operator that the Genius Bar had, already, knocked you back?

    Given they know about all this interaction I, assume, there is a case file open on this so they can see you didn’t accept the first Genius bar’s answer. They, basically, accused you of what you actually did.

    You rolled the dice and came up craps. It happens.

    • Geary on 05/06/2024 - 12:16
      +3

      Hi, glad to hear a different perspective but I think you have jumped to a conclusion. The way I understood it was that the genius bar didn't have the authority but apple support could. That was based upon what they told my wife and anecdotal reports online. My case id didn't change throughout so I had no reason to mislead anyone and did explain to the 2nd apple support operator that I had been told at the genius bar that they weren't authorised to replace it out of warranty.

      I run a business and I know that if one of my staff makes a mistake that results in a client losing time or money my response is not to accuse them of being scamming liars as I'd be out of business.

      • try2bhelpful on 05/06/2024 - 12:34
        +1

        Did the Genius Bar actually tell you to ring back the help line to get authority for an out of warranty replacement? Did you ask them if you should do that? That would’ve been the most effective way to ensure there was no misunderstanding.

        Anyone looking at your file would see that the Genius Bar had knocked back an out of warranty replacement but you contacted the help line again. i can see why the second visit to the Genius Bar would raise questions.

        The only place you might get traction is the help desk mistake. You could try and escalate based on that but if they didn’t update the file to give “authorisation” then all they did was make you another appointment.

        BTW in your position I probably would’ve tried an alternate path as well. The difference is I wouldn’t raise a forum topic on this.

        • Geary on 05/06/2024 - 16:21

          I don't recall exactly but rightly or wrongly that was what I judged to be the appropriate course of action. If it was the wrong thing to do I expect that the support person would have taken one look at my file and dismissed any claim but he didn't which only supported my belief that I was following the right process and of course if he says "no problem sir I've made you an appointment for free replacement" I'm going to go through with it. I most certainly agree though that in hindsight it would have been wiser to have their directions recorded on the file or some other way. Certainly that is the case if a trip to the store is being made with the sole reliance on their direction or advice. I genuinely believed they would have written that on my file. Perhaps what he wrote instead was "PITA customer is relentless in pursuit of free stuff so have sent him on fool's errand".

          The help desk mistake and their treatment in response to that is the real issue here for me - IMO not replacing 3 year old ear phones is not worth posting about although tbh I would have appreciated a pro-rated replacement cost rather than what was offered.

          Perhaps I'm niaive and biased in not seeing justification of them jumping straight to openly accusing us of being scammers in a crowded store given I have only followed what I consider to be their direction. Even if they had a feeling we had malicious intentions I would have thought they would act politely since we were.

    • Snoozer on 06/06/2024 - 09:36
      +2

      You didn't read the post properly. Genius Bar said they didn't have authority to replace in the first instance. Presumably OP then called support seeking someone that could provide authority, or at least provide a definitive response.

  • askbargain on 05/06/2024 - 11:31
    +1

    Where did you buy the AirPods from

    • Geary on 05/06/2024 - 12:16

      Officeworks

  • eug on 05/06/2024 - 11:35
    -3

    Would the usual ACCC/Fair Trading/ACL lines work on them?

    From the comments in the recent Samsung thread, the impression given was that Apple would bend over backwards and replace faulty things even past warranty.

    • try2bhelpful on 05/06/2024 - 12:16
      -2

      You would be lucky to find any place willing to replace out of warranty ear phones. Too much scope for them being badly treated.

      • mhz on 06/06/2024 - 10:58

        If it was a cheap pair of $10 earphones I and the OP would most likely agree with you, but when you are spending $400+ on earphones you expect them to last a little longer than 2 years. I would be sending Apple a letter stating that if you can't come to an arrangement then you will apply to have the matter heard before your administrative tribunal

  • scooba on 05/06/2024 - 13:15
    -7

    "they made me an appointment with the Genius Bar"

    "set me up another appointment. When my wife went in to that appointment"

    Well here's your most important mistake, you should've gone to the second appointment because sending someone else in your place is unprofessional, and before you say you couldn't make it so your wife went in your place, no, you should've made an appointment you could keep.

    Also, who the hell buys AirPod Pro's and doesn't spend $29 on AppleCare or whatever it is now? Like you said, they're $399 earphones.

    • PrinceOfWhales on 05/06/2024 - 13:37
      +4

      "who the hell buys AirPod Pro's and doesn't spend $29 on AppleCare or whatever it is now?".

      Well I don't, and your this particular sentence sounds particularly judgmental. Each person to their own, and personally I dislike paying extra for extension of warranty on technology products, which usually becoming obsolete over time. Standard consumer warranty is good enough for me.

      Also there are good reasons why stores keep pushing out these care packages (hint: they make good money from it).

    • Geary on 05/06/2024 - 13:55
      +1

      I expect I'll regret taking the bait here but I'm curious why you feel that having someone attend the appointment is "unprofessional"…. care to elaborate? For mine, if the support person sets an appointment for them to be replaced it shouldn't make any difference if I go or send someone on my behalf.

      As for applecare - I view it much the same as "extra coverage" for car rentals - a money grab that shouldn't be necessary to cover faults other than my own. If I lost them or damaged them then that's on me but if they fail prematurely that's on them. I work in an office primarily and they admitted they should last 5-10 years.

      • scooba on 05/06/2024 - 14:07
        -3

        It's not bait pal, it's just the right thing to do. If you were sending your wife, you should've informed them and if you don't they'll treat it "unusually", reducing your probability of getting whatever it is replaced. If I was the technician and was expecting you to turn up and some woman shows up claiming to be your wife, even I would think that was suspect.

        The problem with your analogy of car rentals is Apple is not renting you a car, you're buying a product from them and by buying AppleCare your saying "this device is going to work for the next 2 to 3 years and if it breaks, you're going to fix it, no questions asked!

        I highly doubt they admitted to them lasting 5-10 years and this is what I'm talking about, people trying to say they said things when they didn't🙄.

  • scooba on 05/06/2024 - 13:52
    -8

    I like how you left the "they're $399 earphones" when quoting me.

    I know plenty of people who paid the $29 for AppleCare and got great support from Apple in and out of warranty, probably helped that they were cordial when dealing with Apple but hey, not everyone was raised with good manners.
    I guess you could just keep threatening Apple with going to the ACCC for your "standard consumer warranty", but I think I'll just pay the $29 and have a better chance at getting my $399 earphones replaced which I've done with 2 different generations.

    I'm really not surprised that Apple thinks the OP is trying to scam them, something sounds off about the whole post…

    • eug on 05/06/2024 - 13:54
      +3

      In other words, Apple charges $29 for warranty?

      • scooba on 05/06/2024 - 13:57
        -1

        Extra warranty to be precise and yes, $29 versus going through all the hubbub of going to the ACCC, yeah I'll pay the $29 on the discounted airpods I got through OzBargain thanks.

        • mhz on 06/06/2024 - 11:01

          They must rub their hands together every time they see you coming mate!

          • scooba on 06/06/2024 - 13:22

            @mhz: Yeah…..sure they do, especially after getting multiple devices replaced free of charge lol🙄😂.

    • Geary on 05/06/2024 - 14:01
      +6

      Of course you're entitlted to make judgement but ask yourself this - why would I be encouraging them to listen to the recording of my call to apple support if I was the one lying or if I was attempting to mislead them?

      I left it with "I am happy to accept I wont get a replacement but expect Apple customer service to address why we were treated like scammers due to your mistake" and that was met with a 'tough luck' response which is what I don't really accept.

      • scooba on 05/06/2024 - 14:11
        -6

        The fact that you need to record the conversation would get anyone offside and would make it even more suspicious if you ask me, very unusual business practice.

        That's probably why you got the "tough luck" response.

        • Deebo Baggins on 05/06/2024 - 15:12
          +4

          You have to be careful when you're being vindictive and pretending not to be. If you want to gaslight someone that their behaviour is unacceptable and brings into judgement their character, and in this case business ethics or acumen, you'd also want to be damn sure they actually did what you're otherwise concocting.

            • scooba on 06/06/2024 - 13:42
              -2

              @scooba: Looks like the fifty centers are out in force again lol.

        • Sven Viking on 06/06/2024 - 05:51
          +4

          I'm guessing he's referring to Apple's "this call is recorded for quality and training purposes" recording?

          • scooba on 06/06/2024 - 13:23
            +1

            @Sven Viking: Yes he is, I apologised for my mistake👍🏻.

  • Geary on 05/06/2024 - 15:09
    +5

    I don't follow - they are the ones that record the conversation. Seems you're so convinced I'm a scammer and your confirmation bias is clutching at straws.

    • scooba on 05/06/2024 - 17:57
      -2

      Oh my mistake, I apologise.

      First you have to get proof that Apple actually recorded the conversation and secondly, getting them to come up with the recording of the conversation, which you've got buckleys.

      Mate it's a simple as this, if you buy another Apple product (even though you said you won't) and the applecare isn't expensive in comparison to the money you spent on the device, just get the applecare and save yourself some headaches and stress. The money you saved on OzBargain will usually pay for your applecare.

      Lastly, I've moved away from airpods after having problems myself and bought a pair of Jabra Elite 7 Active's and they are much better earphones than airpods in my opinion and yes, I paid $28 so if they die in the next 3 years I can get them replaced.

      Thanks for reading my blog.

  • Geary on 05/06/2024 - 18:28

    No worries appreciate your pov and especially your tip re the Jabra's as it time to move on.

    Everyone seems to say that the APP are the only option to consider and whilst I'm not so proud that I won't buy apple again, I'd rather give something else a try if I can. I had Bose Soundsports before these and Jaybirds before that but technology has come a long way so they're not really comparable. Main use is taking calls in home office and listening to music but I also occassionally like to wear them when riding or jogging.

    • scooba on 06/06/2024 - 13:41

      No probs, applecare just makes it so much easier when you have to deal with Apple, the difference in service from them is like night and day when you've got AC and I don't mind getting it because the savings I get from OzBargain on the device usually pays for the AC, so then i've got a device that i don't need to spend any money on for the next 3 years and if anything breaks, Apple will fix it.

      The thing I notice most about the Jabra's is that they stay in my ears much better than the APP's, especially at the gym. Not to mention it was great spending just under $200 on Jabra's versus just over $300 on airpods.

  • MrsJones on 05/06/2024 - 22:29
    +9

    FWIW I feel for your wife - how awful to be embarrassed in front of a crowded store. It’s not okay she was treated that way.

  • panos on 06/06/2024 - 09:06
    +4

    Whats Consumer Affairs doing these days, just because the warranty is 3 years does not mean you have rights under consumer law these days.

    I would make a complaint to them…. $300 bucks for ear crap and lasts just over 3 yrs… forget it…

    Plus the treatment of your wife, what a shite thing to do…

    • Snoozer on 06/06/2024 - 09:41
      +3

      I would also go ahead with the complaint. 3 years is not good enough for a $400 set of earphones in my opinion.

  • fixxundfertig on 06/06/2024 - 10:35
    +1

    I'm sorry that this happened OP. My SO works for Apple support and I hear them vent about cases like this semi-regularly. I sent them this thread.

    They think that the problem laid with a vendor site (3rd party call centre contracted by Apple) setting incorrect expectations and not following procedure or leaving adequate notes. There would have been a case ID for the original appt set up and Genius Bar visit. Then possibly a second case ID set up for the second call, or it just never logged.

    Apple's frontline workers get customers arguing for replacements with poor arguments and confrontation every single day, and I bet that the Genius Bar people thought this was another case of that. Doesn't excuse it, it's just shit for everyone.

    I'm gonna buy some Jabra Elite 8 Actives. They're on sale at JB atm. I want ANC, which my Samsung Galaxy Buds + don't have, and I don't want to spend that much.

    Edit: Call up, make a complaint. They'll check the recordings.

    • kiitos on 06/06/2024 - 12:54

      Is every call recorded?

  • cynical17 on 06/06/2024 - 12:00
    +1

    I contacted Apple chat support. My apple airpod pros were also 3 years old and I did not expect them to replace them too. However, after 15 minutes on chat and after trouble shooting didn't work, they agreed there was something wrong with my airpod pros so they agreed that it would be replaced and asked me to quote the reference number and to show the transcript when I got to the Apple Genius bar. When I got to the Apple store, they said that they would take about 15 minutes to troubleshoot them properly. Within 3 minutes the lady had come back and agreed to replace them because she could hear the static/hissing sound straight away. Apparently there have been a lot of issues with G1 versions of the Apple airpod pros. I also had purchased my Pros from officeworks without Apple care. Goodluck.

  • panos on 06/06/2024 - 19:37

    You just should not have to go through all this shite to get a replacement for a faulty product whether 3 years or 4 years as they should under consumer law be covered at this price point.

    Your not returning $20 earbuds after 3 years for replacement and no one would do this as they assume they got there monies worth, but in this case with APPLE no you did not get your monies worth at all.

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