David J.
Danto
Business travel
thoughts in my own, personal opinion
eMail: ddanto@IMCCA.org Follow Industry News: @NJDavidD
“Are You Watching? –
The (Very Long) Saga Of Apple Support”
Thanks very much for all the emails about my blog last week – the one on how
Apple and their apps are “complicit.”
(I love
hearing from people who actually read my stuff.
It doesn’t matter if you agree or disagree, give me tips on what I can
include and/or correct something I’ve written.
Keep emailing.) Many of you were
as fed up with Apple as I was. Others
suggested I should have leapt to a newer version of iPhone, and a couple
suggested I’m making something out of a nothing-burger. This week I’ll finish the story of my Apple
complaint with the sad saga of my Apple Watch and Apple Support.
Let me start by explaining that on my
fortieth birthday, my late mother in law (who was one of the nicest and
loveliest souls I’ve ever had the privilege of knowing) gave me a gift of a
watch. It was a beautiful (and
expensive) Rado timepiece that managed to bridge the
gap between me – the techie nerd that always wore calculator watches and me –
the business professional I was supposed to be, who should be wearing a
timepiece with class and style. It has
a classic look, but also has hidden, embedded digital features (digital time,
second time zone, stopwatch, etc.) Costing over $1k at the time, I wore it
proudly for many years – until a couple of years ago when my wife decided I had
suffered without wrist-toys for long enough and bought me an Apple Series 1
Watch as a holiday present (while it was on a black Friday sale at Macys.)
I was never really a fan of Apple watches – nor other similar
things like Google Glass – which I felt honestly said more about the ego than
the class of the wearer, but I tried it and found it useful in a very limited
capacity. I didn’t want or need the
health tracker, the severely limited apps, the useless messaging capabilities,
or the annoying sounds that interfered with the way I wanted my phone to alert
me, but I did like a screen that at a single glance could tell me the date,
temperature, the time in two time zones, the latest news headline – and as a
plus let me know when I was getting an incoming call. I started wearing it and it stuck. I put my Rado in my
dresser drawer.
Now with the saga of my replacement phone, and the required
upgrade to a new iOS complete (again, both of which I detailed last week)
I needed to un-pair my watch from the old phone and re-pair it to the new
one. That was apparently going to be a
problem. I followed all the instructions
to un-pair and reset the watch, then attempted to pair it to the new
phone. The phone recognized it, paired
it, said it needed an upgrade to a new Watch OS, said it was going to perform
the upgrade, and then immediately said the watch was on the correct, current
Watch OS. Nothing happened. The watch had the Spirograph like image, and
said it was waiting for the phone. The
phone said the watch had the latest OS (when it didn’t) and froze there. If I tried to exit the screen, the phone would
caution me about stopping the upgrade (that wasn’t happening) and un-pairing
the watch. Checkmate.
Thus begins the new saga of Apple Support.
I searched Google for a similar complaint and found dozens of
them. OK, so it was good to know I
wasn’t in the Twilight Zone or doing anything wrong. I then clicked over to Apple Support, and
asked to be contacted over the phone (a pretty painless process with a minimal
wait.) When the agent and I spoke he
walked me through some basic steps I hadn’t checked (reboot both devices in a
specific order, put the watch on a charger, ensure that I have a strong WiFi
signal, keep the two devices very close, etc.)
No dice – same problem. After about
an hour of trying, he said that – despite what the phone and watch both were
indicating – it may in fact be performing an upgrade and may just take an hour
or so to complete. He suggested to just
let the two of them be and he’d enter a ticket to call me back 90 minutes later
to ensure it worked. (It didn’t.)
Ninety minutes later I received an email that Apple tried to
call me and couldn’t get through. I was
home, and gave them my landline number to dial, so that excuse didn’t bear-up
to scrutiny, but whatever. I clicked
through the support website, asked for another call, got one, and referenced
the case number. This next agent said he
was “sorry I was having trouble as these Apple Watches are always
rock-solid.” I reminded him of the
Google search I did that turned-up dozens of cases of the same issue, and the
agent said, ‘well, yes – rock-solid except
for this issue.’ He agreed that the
watch had a software problem and said I’d have to take it to be repaired. I explained that the watch was a holiday
purchase by my wife – at a bargain price – and I wasn’t willing to pay to have
it fixed. He explained that he thought
the watch worked just fine, and if that were true – and this was just a
software issue – there’d be no charge to fix it. He said I should drop it off. I told him I had an Apple Store a 20 minute
drive from my house, and he replied “oh, don’t take it there.” He explained that the Apple Stores were
jammed-up with people buying the new iPhone 11 and new watch, and since there
was a Best Buy five minutes from my house I should take it there. He made an appointment for me in two days
(this was Saturday and the appointment was Monday) and told me it’d just be a
quick drop-off. I thanked him and we
ended the call.
I went to my dresser and found my wonderful Rado – dead. I
hadn’t used it in two years and it obviously needed a new battery. I went to Amazon and bought twenty batteries
for $5.99 to be delivered the next day (Sunday.) While I was there, I checked the prices of
refurbished Series 1 Apple Watches.
They’re going for about $150.
On Monday – with my Rado and its
new battery on my wrist – I went to the Best Buy to drop off my watch. Guess what.
The Best Buy – while having the record of ‘someone’ having a Geek Squad
appointment from Apple at my timeslot – receive no data from Apple. They don’t have my name or my case number,
and have no way of looking anything up based upon that case number. Really? Apple Support sends unsuspecting people to
Best Buy on a regular basis, but doesn’t communicate the case number to the
Geek Squad and doesn’t give them any way of finding the case number? That seemed beyond ridiculous to me, but
that’s where we were. Apparently the
only way they can act on the Apple product is by its serial number – a
difficult thing to do when one has a watch that is not paired (with no digital
readout on the watch-face nor phone.)
Apple’s serial number is etched into the crease where the band
attaches. It is barely visible when new,
and absolutely unreadable when aged.
After using lights, zoomed cameras, and everything else we could think
of, the clerk asks me to log into my iTunes account on his open PC. What?
He wants my Apple password on a shared machine? I very reluctantly did it to move this along
– and found out that the serial number isn’t listed on my account (of course
not – the watch is no longer paired to my phone.) After about an hour of this nonsense I told
the clerk to get Apple on the phone – NOW.
After about twenty minutes on the call, with the clerk having
handed the phone to me, the Apple Support tech came back on and wouldn’t read
me the serial number (I suppose for security reasons) but mercifully did let me
read her the portion I could see and then corrected the three digits I guessed
at incorrectly. Bingo! We now have the serial number – only an hour
and a half after I arrived to “just drop it off.” The Geek Squad geek that was helping me then
went to work, entering the serial number, and taking the next step – which was
apparently doing all of the tests I already did all over again to see what was
wrong. I told him we did this already,
but of course we learned that he can’t access Apple’s records, and he clearly
doesn’t trust me, so he attempts to try to do all the diagnostics all over
again. Also of course, he can’t, because
he can’t pair the watch to anything with the current OS, WHICH IS THE ACTUAL
FREAKING PROBLEM! Convinced that he now
has a handle on the situation, he asks me to type my personal information into
his form so he can process the repair.
“Oh, by the way” he tells me, “no one is going to fix this – they’re
just going to swap it out.” Since it’s
out of warranty that was going to have a $200 charge. It took all my energy to not have a cow at
that point. I told him to give the watch
back to me and I walked out of the store.
A complete waste of two hours.
(Just in case anyone doesn’t believe the story at this point, please do check out the TweetStorm I was sending in real time while there. Neither Apple Support nor Best Buy Support
ever answered any of the tweets.) I take
back my earlier comment – I am completely in the Twilight Zone.
Upon arriving home I clicked-through to Apple Support again,
and again asked to be called. When the
agent got on the phone I said I was furious, and asked how this could have gone
so wrong. “How can you send someone to a repair agency that has no record of
the case number? How can you charge me
for a repair you told me wasn’t my fault if it was due to your software?” The agent asked me to hold for an ‘escalation
supervisor’ who would help me resolve all of this. When this person came on the phone, she was
very understanding and apologetic, and said she’d help me resolve the
situation. She said I never should have
been sent to the Best Buy. I told her no
one should ever be sent for a repair case where the location can’t reference
the repair case. She agreed and
suggested I put that into my comments (if this ever gets resolved) and she
would as well. She walked me through the
pairing process one more time, it failed again, and she asked me for screen
shots (which I’ve shared above.) She
told me she’d make an appointment for me at the nearby Apple Store Genius Bar
to just drop it off and get it resolved.
She said “if they find something wrong with the hardware of the watch
then there would be either a charge or an offer to upgrade the watch to a newer
one, but from what I was explaining and sharing, it was 99% probably just a
software issue and there’d be no charge.
I thanked her and ended the call.
(I then had to change my iTunes password on all my devices of course,
since it was in the cache of an open PC at a local store with dangerous “geeks”
– what fun!)
Then, just to make sure I wasn’t going crazy, I re-paired the
watch to my old iPhone. Not only did it
work, it restored it from the back-up and everything worked perfectly
again. Clearly there was NOTHING wrong
with the watch. There was a problem with
Apple’s software not being able to update the watch’s old OS to the current
one.
Two days later (Wednesday) I dropped off the watch at the
Genius Bar. The agent started to try to
test it – but then at my urging – read the notes of the case and realized that
it wasn’t necessary. He said he’d send
it out and then have it shipped right back to me at home – I wouldn’t even have
to stop there to pick it up. The whole
process took ten minutes.
Then, when I arrived back home, I saw this in my email”
You could have fried an egg on my head at that point. Hours and hours of effort later, promises
that there’d be no charge, a Genius Bar conversation that agreed that this was a
software issue, no mention of a charge, then this email, informing me that I
was going to be charged $50 more than we paid for the watch years earlier, and
$50 more than I could get a replacement for on Amazon today – for a watch that
WORKED JUST FINE!
Here we go again. I
tried to call the store, learning that that was totally impossible as all calls
go to a central Apple support desk.
After 15 minutes on hold, I hung-up and clicked through to the Apple
Support website again and asked that an agent call me (again.) When one did I asked for the escalation
supervisor, explained the story (again) and said I didn’t want to pay to repair
a perfectly working Apple Watch just because they can’t perform an upgrade on
the new software they’ve forced upon me.
This escalation supervisor wasn’t as nice as the last one. She said “no one should have told [me]
there’d be no cost for an out of warranty repair.” “Fine” I said, “get a hold of the store, stop
the process, and send the watch back to me.”
I’d just use it stand alone without pairing it to my new phone. After ten more minutes on hold, she said she
reached the store who “admitted they entered the repair incorrectly.” They’d pull and change the paperwork and
there wouldn’t be a charge, and they’d reach out to me if there were any
issues. I said “OK, thank you” and hung
up. Two hours later I received another
email from Apple, essentially identical to the one above, and also listing a
$199 charge.
Yesterday I received this email:
Rather than fix the software issue that they caused in a
perfectly working watch, they’ve gone ahead and replaced it despite my multiple
requests not to do so. Rather than send
it to me, they’re asking me to “pick it up.”
I should not (over) pay for this service that I didn’t request. I’ll just demand the watch be returned to me
in the condition that they received it.
~~~~~~~~~~~~~~~~~~~~~
At that point I sent the portion of this blog above this line
to @AppleSupport on Twitter. There was no response (again.) I called the store with the new phone number
provided in the ‘arrange your pick-up time’ email, and this time – after holding
for ~ 10 minutes – actually reached someone in the store! They were apologetic and put me on hold to
get a “manager.” Five minutes later I
asked the manager (Chris) to give me an email address that I could use to send
him these details of my saga, and he gave me a general email that the store
could access. I included a link to this
blog and my mobile phone number. He
promised he’d read it and get back to me by the end of the day.
Chris called me back – in five minutes – and said come pick
up the watch, he was personally waiving all fees. Astounding – finally an actual human with a conscience
at Apple! I just about fell off my
chair.
I’d like to say that was the end of the saga, but of course
it wasn’t. The replacement watch wouldn’t
pair with my phone because the very latest Watch OS pre-installed on it
required my phone to be on the very latest version of iOS. I was of course planning to stay on 12.1.4
until all the bugs were shaken-out of 13, but to make the watch work I was
going to have to abandon that smart strategy.
(This was just one last facepalm moment to end the story.)
The dot-one version of iOS 13 was out – with at least some
bug-fixes – so I took the plunge earlier than I wanted to, if for no other
reason than because I had already invested so much time in the process that I
needed to know if it would work. After
upgrading the iPhone 7 to iOS 13.1, the watch paired, actually restored from
the original backup that transferred when I upgraded from the iPhone 6s, and
everything now works.
My cost – in dollars, nothing. In time, eight hours in the course of one
week, one trip to Best Buy, two trips to the Apple store, seven support calls.
What are my conclusions? I’m just about giving up on this big Apple circus. There is clearly no coordination between
groups, no care about the customer experience, and – with just one single
exception so far – everyone just says whatever they feel like to make sure the
customer doesn’t get upset while in front of them / speaking with them.
My Rado is continually looking
better and better on my wrist.
This article was written by David Danto and contains solely his own, personal
opinions.
All image and links provided above as reference under
prevailing fair use statutes.