Apple store and online experience

I received an IPad as a gift, at the same time there was another one on order for me. So i wanted to return one and use the credit toward the more expensive order among them.
I chatted with them they told me that i could go to the store and get a refund but i had to bring the receipt and the money goes back to the original credit card. I asked for a store credit they refused. So, I left the chat with the choice of returning it at the store.

So i took my friend and went to the store. The young lady refused saying that they don't accept online orders return (which is wrong). I argued, then hand her the chat transcript, she backed off and told us she had to talk with her manager. Several minutes later she came and said that we had two options a store credit or to call the customer service and have them tell me how to process a return.

I asked for her boss. She (not in a decent way) told us that she knows the story and that they don't accept online returns (even though we were told by the same store that they didn't have it in stock and my friend must order it online). I handed her the chat transcript and inform her that i was going to return both if she kept refusing the return. Finally she gave up and did the return without any difficulty (i mean to her).
Shockingly surprisingly, she didn't greet us or apologize for having us waiting or say anything just to make us feel a little better of the experience.

I wonder if apple sells ridiculously over priced product on the claim that it offers a higher customer experience, and have a 14 days return policy, then why don't they train their employees (the only nice one was the one i chatted with, the one i called and the two ladies at the store including the store manager was way unprofessional).

Overall i found my purchase experience with apple just far inferior to my experience with HP, DELL, and Acer. And i don't mean that my standards are high, no i mean it is inferior to the least experience in returning any product ever.

 

The store wasn't wrong when they told you that they don't accept online purchases for returns or store credit. If the chat person told you otherwise then the chat person was wrong.

You're right, they could've given you service with a smile, however they returned something they weren't suppose to and you were quite pushy about it my man.

 

Chat transcript ftw. Someone has to be responsible for a CSR's words.

 

Odd, Apple's return policy is pretty easy to find online so there was no need for a chat. Sounds like the CSR got confused by the multiple iPad references and made a mistake. The store was only following policy. I'm happy to hear you experiences at the Dell, HP and Acer stores were acceptable though.

 

A good bunch of Apple reps are clueless sometimes. One applecare rep that I called told me that replacing my hard drive voided my warranty and then proceeded to tell me that there are no apple laptops with a latch mechanism for the battery....

 

dell XPS service was GREAT!...as for an in store apple associate...not so knowledgeable.....

 

We have a "Mapple" store (love them Simpsons) here in Columbus plus our Microcenter has decent Apple section as well; dedicated Apple specialists, all varieties of Mac machines, software, accessories, etc.

My wife has an iMac and loves it. Unfortunately, Microcenter couldn't give us the academic discount. I say unfortunately because they (microcenter) were the folks who 'turned her'. They were patient and explained the benefits well over the course of an hour-long visit.

Any visits to the Apple store leave us very frustrated. Typically, we are ignored (or mostly ignored). We don't look like the marketing portrayal of the hipster Apple owner. I too am contemplating the switch, but may wait until I have my new job because 1--it will be in a new city, maybe friendlier Apple store and 2--if not, the new salary will be such that an extra $200 price for the store that provided good service is doable (of note, we do frequent the Microcenter for anything we can that is not subject to such large discounts elsewhere).

Just my $0.02

 

As far as I'm aware, anything bought online from Apple has to be sent back online (in the mail) and you can not go to the store to return it, The Apple Care person was wrong.