Customer Service

EE in hot water over 'priority answer' customer service

UK carrier EE is being criticized for its new customer service system that allows some customers to pay to jump to the front of the call line. If you agree to a 50p fee, you will be able to speak to the next available representative rather than wait in line like everyone else. The move has sparked outrage, with many customers taking to social media, lambasting the carrier. EE still promises take calls as rapidly as possible:

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Apple revises iPhone warranty and return policy in South Korea

Apple will be revising their iPhone warranty and return policy in South Korea due to customers that were unhappy about their current return policy. If a customer receives a defective device they will be able to exchange it for a brand new device instead of a refurbished one within 1 month of the original purchase date.

Korean iPhone customers are not happy about Apple replacing defective devices with refurbished ones that have used parts in them when the actual warranty states they are entitled to a refund, new device, or free repair. When Apple spokesperson Steve Park was asked about the new warranty policy in South Korea he declined to comment.

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Wife said no to iPad 2... but Apple said yes!

In the post-it note dual of "Wife said no" and "Apple said yes", any guesses as to which yellow sticky turned out on top? That's right, Apple's fantastic customer service strikes again. A man returned an iPad 2 because his wife disapproved of the purchase only to find one arrive at his door shortly after. The full story goes something like this:

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AT&T Turns iPhone Exchange Into Customer Nightmare?

If Casey saw some bad experiences at the Apple Store, these poor people's experience can only be described as horrendous. Short version? Lady gets defective iPhone 3G, brings it back to Apple, Apple drops it, Apple tries to give her a new one, AT&T says sorry, nope, no activation for you! Apple ends up eating the price difference (good on Apple, boo hiss to AT&T), AT&T pockets the ill-gotten gain.

And telco's wonder why they routinely bottom out the customer satisfaction charts?

Check out the whole sad, crazy tale over at the Consumerist...

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