Today, I walked into the apple store to replace my iPhone. The LED flash has been stuck on for a couple of months now. Sometimes it's really bright and sometimes it's very dull. But regardless it's still on & it's draining my battery. Well when I walked in I was greeted by a very friendly employee that asked if she could help me with anything. Well anyways she directed me to the table where you check in for your appointment. When I was all checked in, I was directed to a second table where I told the person what the problem was & she tapped on the iPad and told me a gentleman would be out shortly to meet me.
Okay. After a minute or two a man came up too me and introduced himself. He quickly asked me the issues I was experiencing. As I was telling him about the light, he cut me off in the middle of my explanation saying "Oh. That's just liquidation damage." I told him: "y phone has not even been remotely close to any liquid the entire time I've had it." After I said that he asked to see the phone and started looking in the charger port & earphone port. After stating: "It's Actually really dirty. So i'm going to go clean it so I can actually see in there."
After a few minutes. He called my name over to the genius bar he stated: "As far as a saw there was no liquidation damage. But I guarantee that's the problem here." I told him again: "There is no water damage to the phone. I don't even take in the bathroom if I'm showering." To which he said: "We'll see."
So again I waited for about 4 minutes. After he came back out of the back. He sat back down and said: "Well you were right. But I saw that you have this flashlight app. I believe that this is just an effect of the app. Do you know to delete your background apps?" I responded with: "No. I was not aware I was supposed to. I was not informed of that when I purchased it." He quickly said: "Then that's the problem." And then he turned off all the background apps & then deleted the app to see if the light would switch off & when it didn't he stared at me strangely and asked if that was the only flashlight app I had. I said: "yes it is." He then took the phone back to the back and after a few minutes came back and said: "Well to my surprise this is an error is some part of the phone." I told him: "I was aware of that. I downloaded that app after the light first started coming on." when he said: "Well in my experience when a person of your age (late teens, early 20's) comes in with an issue like this, it's almost always something they've done to the phone." and after some small talk on his part he gave me my new phone and was hastily going through the process of restoring the phone through iCloud. After all was said and done there was no "Thank you" no "Have a nice day". Just took the old phone and walked away.
Point of the matter is. I felt judged and this gentleman automatically assumed any reason my phone had an issue was by my own hand. To not even consider that it was an issue on their end. I was treated with what I feel like was a presumptuous attitude.
I myself work at customer service at a grocery store and have to deal with similar customers (some issue has occurred rather it be a wrong price or anything.)
But regardless of the situation, I would NEVER assume what issue has occurred is the customers fault. Even if it was, I would politely explain the correct way to resolve the issue so that the customer is able to understand fully where the issue occurred.
I just felt that because of my age (18) that it would already be presumed that any problem is my own fault.
If I return to this Apple store I will be requesting not to serviced by this employee.
Thank you for your time.
- A customer who is offended, annoyed, & frustrated with Apple.
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