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I turned screws in an Apple Store in that era, circa iPhone 3G/4. Internally that policy was called “getting to yes” and it was a huge pain in the ass. The id
by smogcutter 1y ago
I turned screws in an Apple Store in that era, circa iPhone 3G/4.
Internally that policy was called “getting to yes” and it was a huge pain in the ass.
The idea: customer comes in with a broken screen. You surprise and delight them by getting a manager’s override on the cost. You say you can make an exception because it’s the first time, but the next screen will cost x.
The reality: customer comes in expecting free repairs. Any charge is an argument. Their cousin dropped like 5 phones in the toilet and they were all replaced for free, etc. It sucked.
- ValentineC 1y ago> Internally that policy was called “getting to yes” and it was a huge pain in the ass. I don't remember a "getting to yes" era, especially when I brought in my old MagSafe 2 charger whose cable insulation had worn out because of the type of plastic Apple used, spilling blue stuff all over my space. All the Genius Bars I went to (in multiple countries) gaslit and blamed it on me storing my MagSafe charger wrongly, even though this was obviously Apple's fault. I wish I could have been surprised and delighted instead. I still have it in a plastic bag somewhere, rotting away.
- threetonesun 1y agoThe era before they became waterproof and the screens got some decent durability were, I'm sure, a nightmare. The 3G in particular was a huge ergonomic and quality downgrade from the original iPhone, I had one of those break while just sitting in my pants pocket.