If you had to make a list of some of the things that Apple has become known for over the years, the quality of their customer service would undoubtedly be right at the top.
From the moment you walk into an Apple Store, it’s clear that the customer experience is a top priority. Every element of those locations is designed to get you excited about new technology.
But not every policy to that end is an obvious one – as a recently discovered “secret” Apple Store policy goes a long way towards proving.
In a video that went viral on TikTok, a former Apple Store employee revealed what he called a “special program” to “surprise and delight” customers. Read on to find out more.
Breaking Down Apple’s Secret Customer Service Policy
The TikTok video itself originally asked if the former employee could disclose any “secrets that only the employees know.”
The first thing he mentioned was that rude customers are unfortunately common in an Apple Store. While you’re still going to get your problem fixed if you’re rude to someone working at the Genius Bar, you’re likely going to pay for it.
However, he also went on to disclose that every staff member has a specific number of times that they can “surprise and delight” customers.
Meaning, they were allowed to use their own discretion to go above and beyond the normal levels of service.
Geniuses could “surprise and delight” someone and offer to fix their iPhone for free if they were particularly kind, for example.
This was especially common in terms of water-damaged iPhones, which official policy says are not to be repaired without a fee.
It also extends to battery replacements on older MacBooks and all sorts of similar types of situations.
It’s important to note that some additional former Apple Store employees have denied the existence of this program – at least in any type of official capacity.
Likewise, it’s not clear if this program is actually still in effect – if it ever was at all.
Still, it does go a long way towards confirming that Apple values the customer experience almost more than anything else.
It’s a reminder that if you’re kind to retail staff who are simply there to help you out, you may get better service as a result.
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Brett Sorge says
I have had the opposite experience. I was as nice as you can get when I went to the store on my new IPhone 11 that was taking foggy pictures. They said I had water damage and told me to buy a new phone, unless I had AppleCare. With 2 weeks everything cleared up and the phone is fine now, but it soured me on Apple. I have all of their products for 2 people plus a lot of Apple stock., now I am holding on to our 2 Mac desktops and will wait for them to die. My next products will be bought at Costco or Best Buy who are more willing to take care of their customers.
Susan Hale says
I had the same thing happen with an old iPhone I had. Battery was shot and employee topknot in the back a d came out a few minutes later a d gave it to me working great. I asked how much it cost to repair and he said nothing—he just grabbed a battery from one that was turned in to replace it with. I was thrilled to get another couple years out of that old phone.
Mike Frankovich says
By way of testimonial to this practice, ten years ago, just after I purchased my first iPhone, I inadvertently “drowned” it in a swimming pool. A couple days later, I was at an Apple store for a one-on-one training session about my new iPad. At the end of the session, the Apple employee asked if there was anything else going on with my Apple devices. I told him the sad story of the “drowning” and he asked me to bring the iPhone into the store. I told him that I had purchased the phone at an AT&T store. He said it didn’t matter and encouraged me to bring the phone to him. I did that. He had his manager look at it. She took it, transferred all my data to a new iPhone and gave it to me as a replacement. I kept insisting that I had not purchased the phone from Apple. She said it didn’t matter. I have been a devoted Apple customer ever since, even in light of a couple less-than-positive experiences with them. The practice works!!
Almost like bartenders secretly sanctioned by bar owners with the power to give free cocktails to good looking women to keep them in the bar longer and to keep them coming back.. (It’s been so long, I can hardly remember being in a bar!)
Mike Schuttler says
I’ve had nothing but positive things happen between Apple and myself. I’ve had free units and units that were of very little cost to me. I can’t say enough good things about Apple and their employees, especially their support team.
Carol Waldman says
I have been “surprised and delighted” twice. Once the replaced a watch that I dropped and the back fell off. Another time when Apple had a back to school special for accessories and when the sales rep asked me if I had a child and I told her that no but my cat thought he was a child. She gave me a free headset! I love Apple!!!
Gordon Maurer says
My wife and I each have iPhone’s and iPads. She was having some small problems with some settings on her new phone.
On our seventy second wedding anniversary we were going out for dinner. We had a little extra time, so we stopped by the Apple store and ask the receptionist if they could take a look at it. She took our information amd led us to a table and introduced us to a tech. They ask if we were in a hurry and we said no. We waited while he ” checked a few things “. He then took us to another table that no one was at. After a very short explanation of the cause for her problem he walked her through the fix and she corrected her setting problem. This all seamed like they were purposely taking a lot more time than was necessary.
We were thanked for comming in and ask if we could stay a little longer. We replied that we could and ask why. He said they needed our help. Help? Like what kind of help do you need from us? At that point two employees came out of the back room with two large tray of decorated cup cakes and a sign that wished us a ‘HAPPY 72 YEAR ANNIVERSARY “. There were enough cup cakes for everyone in the the store and various drinks to go with them. After the celebration we left carrying some extra cup cakes. This experience left my wife with tears in her eyes and me with a lump in my throat.
That was so lovely!