Apple Fan goes Rogue
Product, consumer experience with the product or at retail, customer service everything is brilliant about apple. And I always used to wonder and think about an area of improvement, which I could suggest to apple; the day has come.
Apple started their e-commerce engine in India recently and we saw a frenzy, launch happened during pandemic, gave an additional advantage to apple.
I recently bought a couple of products from apple.com and on delivery realised that the I had ordered a wrong size of the phone cover.
Expectation was simple, go online request for exchange and job will be done. However got to know in India apple has NO RETURN & NO EXCHANGE POLICY, if bought from their website.
I thought of checking my luck and called customer support, got to know that policy allows to exchange the product to a different color however exchange won’t be done for a different product (in this case a phone cover of max to be replaced with pro iPhone).
On my request to the customer service executive, she did check with seniors (whosoever she could) and the answer was we can’t do anything.
You own iPhone 12 Pro and you have made a mistake of buying iPhone 12 max over from apple.com so now that’s the penalty you will have to pay for the mistake you have made.
I am thinking of launching a website soon, exchange products bought by mistake via apple.com. Apple can’t help, we can help each other for sure.
My Learning - Don’t buy from Apple.com as India Apple e-commerce policy isn’t customer friendly.
Building FREED?
4 å¹´Very unlikely of Apple, I have had some incredible experiences of shopping with Apple US over 15 years now. Perhaps, the initial teething issues they may be facing in India while they are still setting up their omni-channel sales/return processes.
Entrepreneurial Mindset | Learner for Life
4 å¹´Apple India ???? needs to maintain their standards of customer experience and convenience in place. Sorry to say but indianizing them will help competition only not Apple
Everything Revenue and Growth at Charcoal | Scaling Start-ups | Brand and Marketing
4 å¹´The policies are somewhat ridiculously stringent. We are an apple ecosystem family too and someone from my family just upgraded to the new iPhone 12 bought from the apple online store with a very unpleasant experience. The sales guy who came for the exchange didn't let us use the in-built apple feature to transfer data (See photo attached). Apparently there is a rule that only once he has bagged the old one, he can take the new one out from his bag. And even after passing all checks for the exchange, the guy didn't budge. So we had to upload 180 gbs of data to a iCloud and then download it again on the new iPhone. What took 8+ hours could have been sorted in 1 hour if he had just let us mirror it. Imagine buying a new phone and not be in a position to use it for 8+ hours specially when you have been in that ecosystem for 10+ years. Should have bought it at a local retail store only :/