I’ve just had the worst experience with Apple customer service ever and all for the sake of a cheap bit of plastic.
I bought the Apple watch for my wife as a gift. She loved it but wasn’t keen on the white band and wanted the black one. I’d heard that Apple were swapping bands for people if they were unhappy with them rather than have people undergo a complete refund process. Good I thought, I’ll do that for her and make her happy.
My first disappointment was being told I by an online chat representative they can’t do this for me. I’d have to ring Apple in the morning. Sigh. Ok.
I ring. “Ok what colour what do you want to swap to?”the chirpy Apple rep asks. I answer black and am told it’s not on his drop down menu for exchanges so he can’t. We go round and round. I explain I’m not happy with his answer, he tells me nothing he can do. I ask to speak to his manager – he tells me he doesn’t have one. This annoys me even more as I know this is a lie from past experience. When I explain this he tells me he could raise it with a manager but there would be nothing they can do either.
Finally I resign and ask what is the address / system for raising a complaint. I’m told there is no complaints department at Apple. Is it just me or is that hugely arrogant?
OK then I’m now told my account is marked and if I just call back when the black bands are available again they can sort an exchange for me. I ask where I should be checking and he directs me to the Apple Uk online store. So I do this whilst we are talking. There in front of me is the 38mm sport band in black available to order. I tell the rep this. Cue silence, confusion and lots of “are you sure?”
“I’ll speak to my manager as a special exception”.
Now this is where it gets stupid. I am told that I can’t have the black strap as an exchange as it’s not available for the silver sport Apple Watch, only the Space Grey.There is no way at all I can exchange it. What? Really?
I try to reason with the guy and ask if its made from the same plastic and has the same mechanism then it’s exactly the same as the white band but its black. So there is no logical reason if I can swap to a pink one why I shouldn’t be able to swap to a black one.
Stonewalled. Can’t be done.
I inform him I will be sharing this bad experience as far and wide on social media as I can. If Apple won’t give me an official method of complaining then I’ll complain in my own way.
Well done Apple you’ve made me a very unhappy customer over a cheap bit of plastic that costs you almost nothing.
“A watch as unique and individual as you are” said Apple.
Unless you want it in black.