Worst customer service using AI for a billion dollar company
Worst customer service with a company that's a billion dollar corporation. Within seconds of placing a support order for my AirPods, I reached out to add the additional pod because I realized that one was damaged too. They were in pieces and no way to send them back for repair. I had explained that I simply want to add the additional pod for the $139 and only paying shipping once. Instead, they told me I had to refuse the order, wait for a refund, and then add the second airpod. I need them for work, so not having them for over a week is not an option. They were also not able to create a second order for the second airpod while the first one was still being processed. So instead of receiving the two replacements for $138 plus tax, I have to pay $82 while I wait for one, and then need to wait until the second order is placed because I can not afford to go without the AirPods for work effectively spending about 15-20 more on shipping because they couldn't resolve the issue. The chat spent over an hour telling me there was nothing they could do before scheduling the phone call. By the time I got the phone call, the agent stated that the part was already shipped which seems convenient being it was literally within the hour of the claim being submitted. You expect customers to consistently shell out monthly money for subscriptions on apple care just to make using the support effectively and efficiently extremely difficult or next to impossible. Very poor business and customer service, and there's enough technology in the world for you to be able to add a second product to service claims. I will be leaving this review on google, BBB, etc. Over the years, your customer service has declined greatly, and the use of bots and AI for chats is a waste of time. you'd solve things more efficiently by having an actual person capable of logical thinking and solutions as well as build better relationships with the customers. Elisia, who called, was wonderful, but was also told by her supervisors that there was absolutely nothing they can do. Well, they could have ordered the second part and discounted part of the service fee to make up for the additional money spent. They could have refunded a partial amount of the first order, to make the total amount still equal to $138 plus shipping. There was a dozen different ways they could have tried to support the customer, and they simply said no.