Yeah, that was my whole question.
Two lines on the work order. One that’s a cost of $0, one that’s a cost of $198. I have AppleCare+, and no mention of the lower AppleCare+ ADH fee as even an option.
I asked what the $198 line was even for because I have AppleCare+, and there shouldn’t be any situation where I have to pay $200 for repair. They didn’t know.
I asked about the AppleCare+ discounted service rate, because that’s not listed anywhere on the work order. They didn’t know.
I asked if the $198 was going to be auto-charged to a card I have on file, because I very much am not okay with spending $200 to fix headphones that didn’t even make it a year. They thought that probably wouldn’t be the case, but couldn’t actually tell me.
The work order was generated by “the system”, so no edits.
And when I’d called in previously and they were asking about the $300 deposit for replacement, I had the same issue. I asked what would happen if they got my PowerBeats back and thought there was nothing wrong with them. Would they charge me the $300, because they’d shipped out the new pair already? They didn’t know.
The whole process, start to finish, has very much been lacking any information or transparency whatsoever.
I don’t need guarantees, but all it would’ve taken for me to be happy and not stressed out is a very simple explanation like:
- We’re going to send your stuff to the depot.
- If we determine that there’s nothing wrong, we’ll ship your old product back to you. You (will/won’t) have to pay for return shipping, which is usually around (fill in a number)
- If it’s broken and covered by AppleCare+, no charge.
- If we determine there’s accidental damage, it’ll be $29 per earpiece, so up to $58 total.
- If we determine that somehow you intentionally destroyed them, we’ll offer to replace them for $198.
- If any money needs to be collected, we’ll call/email/whatever you with your options before we do anything.
You could seriously put that procedure on a 3x5 card and hand it out to every employee. The AppleCare service rates would be different for every product, but that shouldn’t be hard to look up, should it?
The “what happens when things get sent to the repair depot” shouldn’t be a complete black box to Genius Bar employees.