TL,DR; no accountability, rude service, made customer go do all the dirty work, openly argued/ ignored me in front of other customers; turns out this is the store manager. Never going to the source again, especially this store.
I am outraged with the single worst customer experience ever. I had to deal with the store manager on multiple occasions over the return of my faulty iPhone 7 that I had for 2 days with an over heating battery. My battery was dead when I arrived so when I was asked to present my phone for inspection they plugged it in to check if they could replicate the problem. So I'm standing here for 10 minutes wondering what's going on at this stage and I figure I would ask, "what are we doing here?" To which receive flat, "we're testing your phone." Uncertain about what this meant I probed on, "what are you testing?" The man looks up annoyed and say, "to see if your battery broken." So I'm taken a back and buddy turns right back to his screen without further explanation. He finally picks up my phone a few minutes later and remarks to coworker that yes, the phone is overheating. So I take the opportunity to ask, about returning the phone because I want the iPhone 7 plus. This clerk informs me that I can not because I have used my phone for 90 minutes where as to return the phone I must have used it for less than 30. I voice that I think this is ridiculous because a) I'm looking to upgrade, b) he's giving me brand new phone anyway and c) I have had the phone for all of 48 hrs. He insisted that I could not return the phone citing the usage policy. When I complained and asked to escalate the issue he proceeded to hand me the store phone to take it up with Bell (my service provider.) I'm annoyed at this point so I complain that I bought the phone from the source and that they should have to take the phone back. Buddy repeat himself and says I need to take up with Bell. Now I'm annoyed with his customer service, so I ask, "so how are you helping me here?", he tells me that he's replacing the phone for me to which I complain that doesn't help me if I'm looking to upgrade, it just means I'm stuck with a brand new phone instead of a broken one with no usage minutes that somebody is going to have to take back so that I can get my upgrade. Guy dismisses my complaint citing the over usage and says take up with Bell. I'm completely frustrated at this point by the service, policy and attitude of this guy. So I demand for my broken phone and figure that if Bell is the one that will be taking my phone back, I'll deal with them.
Continued in Part 2 read more
