Dear
Sir/Madame,
I am
writing to you as an extremely irritated customer who till an hour back was a
big fan of Apple.
Coming
straight to the point, with reference to Case ID 100181344466, I was confirmed
the expiry of my apple I phone was end of June and that I could pay for the
extended warranty closer to the expiry. I had also requested an email reminder
to be sent for the same which wasn’t sent.
Just an
hour back, I visited to Apple store in Andheri Oshiwara to purchase an I-Mac
with a friend and thought of paying off my extended warranty of the phone too.
I was told that the warranty has expired which was upsetting to hear and the
customer care officer there told me to call up the Apple service center and
assured that they will help you out as it won’t be a major issue just in case
the warranty has got over a few days back.
On calling
the Apple Care number, I had the privilege to talk with Mr. Harsh Mohan Singh (case
id 100223696884), who was cordial and I must say should get 10/10 on following the
process of Apple. I was told by him that my warranty had expired and that he can’t
provide an extended warranty. He was not willing to share the expiry date of
the warranty which I find extremely funny as I have confirmed all my details
which were asked in the beginning of the call. He politely asked me to go on
the apple website to check the warranty expiry, for which he even spoke with
the person at the apple store, we both could not see the warranty expiry date, and
it just mentioned warranty is expired. After this also there was no help from
Harsh. He kept on repeating that he can’t do much and I can’t extend my
warranty. I again and again just repeated what was told to me on my last call
and I just knew that I have to take the extended warranty before end of June.
But the answer was just a Firm No. On requesting him, to make me speak to
someone senior, he said that he was senior enough (let me just state that there
was arrogance in his tone, he was polite). Well this went on for another 20
minutes after which I asked him for his full name and on asking his designation
he told me write advisor or senior advisor or Technical support advisor, I was
actually taken aback that he was not sure of what his designation is. After a
good 40 minutes of investing my time on this conversation, I decided to hang up
and immediately tweeted too about the same. Immediately I got a call back from
Harsh telling me that someone senior would call me in some time. Why wasn’t I
connected when I had requested for the same?
The Point I
am trying to make is why such harassment to a customer who has and am sure will
be loyal to Apple n its products. I work as the Club General Manager for a
Fitness Club called Fitness First, am the winner of a weight loss reality show
called the Biggest Loser from India. I deal with members at my club every
second of the day, sometimes there are lapses from both the customer and the
service provider, but at the end of it, we resolve the cases so that the
customer and staff both get the best solution.
The only
solution I was given was a NO NO NO. The Apple care extended plan is merely for
an amount of Rs. 4500-5000 which is not a big amount to pay, but I cant simply
digest the fact that the information provided by you is something I enacted
upon and then its been told me only that I am on the wrong foot and In short am
being accused of Lying.
I am
writing to you so that I can get some support and that Apple can continue to
remain a great service provider to me in the coming future.
Sandeep
Sachdev
