I do wish they had let me know when they had received it and what they found, so I wouldn't have to check my bank account every day for several weeks, trying to see if I all of a sudden had a significant charge, but I'm glad I got my new one for free. I had seen my Apple Pencil go into my infant daughter's mouth more than once, so I assumed there was a fair chance they would find water damage.įortuantely, the charge never came through.
#Apple store customer support full#
If not, I would have to pay a considerable amount for a new one, although not the full amount due to the warranty. If the Pencil stopped working on its own, my new one was completely free. Now, lets look at the pros and cons of each options and figure out which one is right for you. The only part that made me uncomfortable was that they had a hold on my credit card, pending whether or not they found any physical or water damage. Still, it was easy to package up and the label just had to be stuck on the box. I left it a little too long and ended up dashing to my local FedEx dropoff just minutes before it closed on a day close to my deadline.
You do have to send the old part fairly quickly. Not having an Apple Pencil greatly reduces the functionality of my iPad, so a short wait time on getting a new Apple Pencil was excellent.
I had been under the impression I would have to wait for the shipping label and packaging, send it out, see if they could repair it, then either get the same one back or have a new one sent out. I received a replacement Pencil within a couple of days, much to my delight. technical support: (800) APLCARE (8002752273) See all worldwide support telephone numbers. I chose the mail option, as I am greatly trying to limit the amount I go out right now.
The agent concluded I would need a repair or replacement, and asked me if I wanted to make an appointment at my nearest Genius Bar, or if I wanted to send it in by mail. The answers were not immediate, but since I was also working, I didn't mind the wait time in between messages. The agent was able to quickly look up my device, and asked me some questions about what the problem was, what I had tried, etc. I see Apple, the Genius Bar (now non-existent) and their generally slipping customer service as casualties of their own success. I decided to go on Apple's website, and was able to easily navigate through the first steps, trying all their troubleshooting options before finally choosing to speak with an agent over chat. Back on topic, the customer service at my local Apple store is less than stellar, in large part, I believe, because of the popularity of Apple and the enormous amount of traffic that each Apple store generates. As mentioned, my Apple Pencil broke within a month of purchase.
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