Categories: me me merant

Apple Thinks I’m a Mom-Blogger Thief

Last week I had a very pleasant surprise when I received an e-mail informing me that I was selected as a winner of an iPad from a drawing held at BlogWorld in Las Vegas. There was much celebrating in my house that night, for I’m never that lucky and especially not with a prize as big as an iPad.
A few days later, it arrived in the mail. I had already been reading up on features and apps I wanted to download, but I was waiting to see which model it was. I received the 16GB wifi model, which is a very nice product, but Aaron and I talked it over and decided that the 3G version of the device would be even more useful.

So yesterday I made the trip out to the Apple Store to upgrade my new precious to an even shinier model. I carried it into the store – still in the box it was mailed in – and took it up to the counter. I quickly met the eyes of an employee and put on my best smile to attract his attention. “Hi, I received this iPad as a prize when I went to a blog conference recently, and while I love it a lot, I’d really like to trade up to the 3G model.”

The man looked the box over carefully, reading the label, peeking inside to verify I did have an iPad in there and checking to see which model it was. “Oh, OK. Well, do you have the receipt for it?”

“Oh, I’m sorry, no. I received it as a prize. What you see here is all that came with it. But I can show you the e-mail they sent me.” I took out my iPhone and quickly pulled up the e-mail.

He looked closely at the screen. “Hmm…but it doesn’t have any receipt for purchase on it. Let me go find someone to help you with this.”

While he was away looking for a manager another store employee, who was standing there listening the entire time, took the iPad out of the shipping box and said he’d throw away the box for me.

The other employee came back with a manager, who told me without a receipt they couldn’t do an exchange. “We just don’t know where this iPad came from,” he explained, “It could have been purchased in a number of places, and we’re rather you return it to that place of purchase. A lot of our products are popular, and there’s a lot of theft, you know.”

I again explained that I received it as a prize and showed him the e-mail from the PR company who sent it to me, along with the shipping slip. I was confused at this point, and starting to feel like they thought I had stolen this iPad. “Your company makes the product. Why should it matter where it was bought? It’s still the same product. I don’t want any cash for it – I’m only asking to pay the extra money and upgrade to the 3G model.”

“Well, without the receipt, we can’t do anything for you here,” the manager responded. He then smiled and added, “But it’s a popular product, so you shouldn’t have any trouble unloading it some other way.”

Unloading it. Seriously? I hoped for a moment that maybe “unloading” was new hipster-speak for “finding a legitimate way to trade it in somewhere else” but quickly realized that they totally suspected me of stealing this iPad.

“I don’t want to sell it,” I insisted, “I want to USE it. But the 3G version would be more useful for me, so that’s why I’m trying to exchange it.”

“Well, we have to have some proof that the serial number on this model matches what was purchased. If you can produce a receipt with the serial number on it, then we can help you. Like I said, iPads are hot. I’m sure you won’t have any trouble unloading it.”

I was furious. I wasn’t angry about the exchange policy – if that’s their policy, fine. What I’m still angry about is the way I was treated. I don’t care how popular their products are – when I walk into their store, I expect to be treated with respect, not as an enemy.

From the moment I said I didn’t have a receipt, nothing else I said mattered to them. I was no longer a customer – I was a scammer. Forget the fact that I was planning to spend $130 to upgrade. Forget that I was likely to buy a case and other accessories to go with it. Even with an e-mail, a valid explanation and a shipping box showing where it came from, they couldn’t help me and could only suggest I turn to a reseller market to make a little cash off of it.

Oh, and about that shipping box: as soon as they made it clear they wouldn’t help me, I asked for the box back. The employee who originally helped me looked surprised as to why I wanted it back. “I’m not walking out of here holding an iPad box for all to see. It screams: ‘Mug me’ don’t you think?” They grudgingly found my box and gave it back to me. I packed everything back up and left.
When I got home, I took a closer look at the box. On the original label was the original sender’s address, which just happened to be Apple HQ. And there was an order number, which was a valid order number when I entered it on Apple’s website. Not to mention the iPad’s serial number was also on a sticker on the outside of the box. Yet the store employees refused to look for any evidence to back up my claim, and nearly threw out my proof.
I’ve experienced my share of bad customer service, but this trip to the Apple Store was one of the worst yet. I was made to feel ashamed, as if I was doing something illegal, just for wanting to exchange an unopened product for a more expensive one. It completely stripped away all of the excitement I had for the iPad.
I’m still unabashedly appreciative and grateful to the company who hosted the giveaway and randomly selected me as their winner. And I still hope to get the iPad upgraded to the 3G version somehow. With 3G, we can take it with us in the car or in other places that don’t have wifi, and I plan to load it up with apps for Cordy. There have been several apps designed for children with autism, and I’m hoping the iPad can be a tool for Cordy as well as a useful tool for me, too.
But I have absolutely no respect for Apple and their poor customer service at this point, and will tell my experience to anyone I meet.
I didn’t deserve to be treated like a thief.

Edited to add: After all that drama, it was suggested in the comments that I try Walmart. I took it to my local Walmart, and they let me exchange it with little hassle. I can’t believe I’m saying this, but Apple could stand to learn a few lessons in customer service from Walmart.

Christina

Christina is a married mom of two daughters from Columbus, Ohio, and has been blogging at A Mommy Story since 2005.

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