I did feel sorry for this customer. IT was a bit silly but rules are rules and that's how it is.
This gentleman had a nice big (about 24 inch?) Imac that was in. He was... well, obsessive compulsive, I will say it. Why? Because he gave me the EXACT measurements in inches of exactly where this flaw in the screen was. It was in the lower lefthand corner of the screen and I could easily see it - a white mark, that was very much not on the surface, therefore inside the screen somewhere.
So I book it in, give the usual "Non warranty repairs are 50 dollars for diagnosis+any additional labor and parts. Warranty repairs are all covered under apple, parts and services".
So he goes away, and the computer is looked at. It turns out it was a big peice of DUST under the screen. I'm talking a Dust Bunny Egg type, about the size of a comma on most screens. Visible, but tiny.
Unfortunately, these sort of things aren't covered under warranty and the guy was upset for being charged... I think it was about 150 total, for labor of taking apart the screen and the diagnosis (50).
So he argued with me, me being apologetic in a "Sorry, I know it sucks but I really can't do anything." then I got the supervisor, and he argued with HER. And I think the STore Manager got involved AND the technician. The guy didnt yell or scream, but he was very argumentive. He didnt get his way either luckily.
Last I heard, he paid it and went off, saying he was going to contact Apple about this. We said he was welcome to as it was their warranty policy.
I asked the tech after, he said yeah, it sucked, but dust removal is not a warranty, even if it WAS inside the screen.
This gentleman had a nice big (about 24 inch?) Imac that was in. He was... well, obsessive compulsive, I will say it. Why? Because he gave me the EXACT measurements in inches of exactly where this flaw in the screen was. It was in the lower lefthand corner of the screen and I could easily see it - a white mark, that was very much not on the surface, therefore inside the screen somewhere.
So I book it in, give the usual "Non warranty repairs are 50 dollars for diagnosis+any additional labor and parts. Warranty repairs are all covered under apple, parts and services".
So he goes away, and the computer is looked at. It turns out it was a big peice of DUST under the screen. I'm talking a Dust Bunny Egg type, about the size of a comma on most screens. Visible, but tiny.
Unfortunately, these sort of things aren't covered under warranty and the guy was upset for being charged... I think it was about 150 total, for labor of taking apart the screen and the diagnosis (50).
So he argued with me, me being apologetic in a "Sorry, I know it sucks but I really can't do anything." then I got the supervisor, and he argued with HER. And I think the STore Manager got involved AND the technician. The guy didnt yell or scream, but he was very argumentive. He didnt get his way either luckily.
Last I heard, he paid it and went off, saying he was going to contact Apple about this. We said he was welcome to as it was their warranty policy.
I asked the tech after, he said yeah, it sucked, but dust removal is not a warranty, even if it WAS inside the screen.
Comment