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The arguing, was it face-to-face or via email. I can do email, but I hate arguing with people face-to-face. Also, if it was face-to-face, was it with just one p

The arguing, was it face-to-face or via email. I can do email, but I hate arguing with people face-to-face. Also, if it was face-to-face, was it with just one person, or did it take escalating (and if it did, how many levels did you need to escalate, and who made the final decision?). Sorry for all these questions, I just want to become a more informed and effective consumer.

blowski 11y ago
It was face-to-face - I went to the Apple Store (in Covent Garden, London) having booked an appointment with the Genius Bar. I explained the problem, and they ran a program from a USB stick and then said it was because the logic board had issues. They offered to fix it for roughly £400, and I: * quoted the specific law, and had a print out from the relevant website - it was either Which or Gov.uk or something reputable (i.e. not one of my Hacker News comments) * demonstrated that others had the same problem - I found posts on StackOverflow and the Apple forums * that I had used the laptop reasonably - it wasn't damaged in any way, and I had a list of the things for which I used the laptop * I also pointed out that I was a great Apple customer - I had an iPad, an iPhone, and spent a fair bit in the App Store. The rep went to his manager, and came out a few minutes later saying they agreed to fix the issue for free. I'm quite introverted and hate confrontation as well, so my advice would be to pre-plan but without making specific scenarios of what might happen. If you have things in writing, it makes you more confident and it makes the reps a bit more nervous as you have a record of the conversation. Also, definitely keep things impersonal. Make it clear that you're not attacking the rep, or even the company, but just the specific policy which you disagree with. Finally, don't make threats like "I'll post this on social media" or "I'll tell all my friends not to buy from you" as the rep's response will typically be "Go on then". Keep calm, professional and friendly, and a majority of the time the reps will be reasonable and try to help you. Hope that helps!

blowski 11y ago

It was face-to-face - I went to the Apple Store (in Covent Garden, London) having booked an appointment with the Genius Bar. I explained the problem, and they ran a program from a USB stick and then said it was because the logic board had issues. They offered to fix it for roughly £400, and I: * quoted the specific law, and had a print out from the relevant website - it was either Which or Gov.uk or something reputable (i.e. not one of my Hacker News comments) * demonstrated that others had the same problem - I found posts on StackOverflow and the Apple forums * that I had used the laptop reasonably - it wasn't damaged in any way, and I had a list of the things for which I used the laptop * I also pointed out that I was a great Apple customer - I had an iPad, an iPhone, and spent a fair bit in the App Store. The rep went to his manager, and came out a few minutes later saying they agreed to fix the issue for free. I'm quite introverted and hate confrontation as well, so my advice would be to pre-plan but without making specific scenarios of what might happen. If you have things in writing, it makes you more confident and it makes the reps a bit more nervous as you have a record of the conversation. Also, definitely keep things impersonal. Make it clear that you're not attacking the rep, or even the company, but just the specific policy which you disagree with. Finally, don't make threats like "I'll post this on social media" or "I'll tell all my friends not to buy from you" as the rep's response will typically be "Go on then". Keep calm, professional and friendly, and a majority of the time the reps will be reasonable and try to help you. Hope that helps!