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I remember a boss telling me about his personal experience at Nordstroms, with a lady irate about a set of defective tires she bought. She didn't have a receipt
by dwaite 3y ago
I remember a boss telling me about his personal experience at Nordstroms, with a lady irate about a set of defective tires she bought. She didn't have a receipt, but the sales clerk said that he was fine with taking them as a return if she could say how much she spent on them.
It's worth noting for people who are unfamiliar with the store - while they do sell some home goods in addition to clothing and beauty/jewelry, they do not sell tires. When asked afterward, the clerk said he did not know/recognize the woman.
Some companies just recognize how vital points of contact are with people and try to empower their employees to help customers and more generally people, because they consider it a priority to maintain a positive perception.
AppleCare support has historically tended to be very open, covering phone/online technical support for all of your Apple devices and services if any of them are actively covered.
There are certainly parts of interactions with Apple that _are_ frustrating, such as certain classes of device repairs where they gate the ability to e.g. get a battery replacement based on the results from a diagnostic tool.
Employees and even managers appear to have very limited capability to override those processes, presumably because you could otherwise ask for a battery replacement for a devices with a damaged screen and back panel, and pay an order of magnitude less than a repair on the damaged display and back.
- brokenmachine 3y ago>presumably because you could otherwise ask for a battery replacement for a devices with a damaged screen and back panel, and pay an order of magnitude less than a repair on the damaged display and back. So there's no way to get a battery replaced on a device with a damaged display?
- duskwuff 3y ago> So there's no way to get a battery replaced on a device with a damaged display? Replacing the battery on most iPhones involves removing the display. If the display is already damaged, it's likely that removing it will damage it further, possibly to the extent of making it stop working entirely. Apple is, understandably, hesitant to either 1) potentially return a device to a customer in worse shape than they got it, or 2) eat the cost of replacing the display when servicing batteries.
- brokenmachine 3y agoThis is shit design.
- devjab 3y agoI think there may be a difference between the support you get in countries with an Apple presence and in countries without it. In Denmark where I live we have 3rd party support, and it’s very, very, terrible from my anecdotal experience. Even for things that are entirely digital. I’m pretty sure it’s better than Google’s automated no-support, but it’s certainly nothing to praise.
- evmar 3y agoFWIW the tire story is a legend from decades ago: https://press.nordstrom.com/news-releases/news-release-details/nordy-pod-truth-about-nordstroms-legendary-tire-story https://press.nordstrom.com/news-releases/news-release-detai...
- jakub_g 3y ago"(...) Nordstrom never sold tires. But in 1975, it purchased three stores from a company that did –Northern Commercial of Alaska. (...) When Nordstrom took over the locations, it narrowed the merchandise mix to apparel and shoes." Ok now it makes more sense!