How Apple Used ApplePay To Make Me "Steal" An iPhone
I have had more than one delightfully unfulfilling customer service experience recently with one of my favorite companies or perhaps I should say with a company who makes some of my favorite products...Apple inc. The most recent experience was in purchasing my new iPhone 6s Plus, which I paid for in full, the day it was released via ApplePay or maybe I should say I thought I paid for the phone using ApplePay. Below is what actually happened: 9.12.15
- I stayed up until 3am EST to order the phone.
- Paid using ApplePay because it is so convenient.
- I received an email from Apple early Friday morning stating that they were unable to charge my American Express card and that it appeared my phone would be delayed...call immediately
- So I contacted American Express to insure the problem wasn't with my card...no problems there.
- I then called the number provided in the email from Apple and was told that there were no problems with the order. It must have been a "glitch" in the system.
- The phone would arrive as scheduled...which it did later that day. Phew!
- I was contacted by someone from Apple telling me that they had not been able to charge my card and that I "must provide them with a new credit card number immediately."
- When I expressed concerns about giving them may card over the phone unsolicited they said they would have a "manger from Apple call me back."
- Eli W., a payment specialist 3 called me back, three minutes later and this is where it gets...disturbing. Eli W. talks faster than me, which is kind of surreal. She explains how Apple wasn't able to charge me through ApplePay because the authorization expired and I now needed to give her my credit card number. I suggested that she contact American Express and or fix the original internal problem since Apple inc. most definitely had my credit card on file.
- Eli W. then proceeds to explain that if I don't give her my credit number over the phone immediately "at some point down the line your Apple I.D. will be cancelled as a result of being a non-paying customer." She also claims this is Apple policy and so I ask to be directed to the area on the Apple site where it says if you try to pay for a product in good faith and Apple fails to charge your card you are going to be sent to disputes and have your Apple I.D. cancelled. Eli W. admits she cannot direct me to the URL for this policy.
- Next she implies that I am trying to steal my new iPhone and that Apple doesn't give away iPhones. When I explain how completely ridiculous she sounds and that I need to get off the phone as I am preparing for a vacation she says, "I wouldn't want you to have this hanging over your head while you are on vacation, I wouldn't want there to be any problems with your email."
- Supervisor please.
- Next we have Shannon K. When I try to explain the mess that purchasing a new iphone at full price has caused me, I am told by Shannon K. ApplePay is really secure, ApplePay is really secure, ApplePay is really secure and Apple has done me a favor by allowing me to have my iPhone on launch day even though they didn't charge my card. Shocked I explain to Shannon K. I would need her to call me back after October 5th and in the mean time try to get really clear about what good customer service is and that threatening to cancel my Apple I.D. or disrupt my email is a serious error.
Apple...what happened...when did you get so rotten? "The only thing that's changed is everything" has a hollow ring to it!