The screen just cracked on its own Tech Support |
- The screen just cracked on its own
- Support asks if the landline I'm calling from is connected
- clairvoyance
- Unofficial USPS IT guy - 4 repost
| The screen just cracked on its own Posted: 18 Aug 2019 04:01 PM PDT This is my first ever post to reddit so forgive this for not being a well written post. Backstory: I work at an A.A.S.P. ( Apple Authorised Service Provider) which is basically is a company which is allowed by Apple to repair Apple products under the 1 year Apple manufacture warranty and AppleCare. My company also has our own warranty which is a cabon copy of AppleCare without any accidental damage cover called CompanyCare in this story. This means we follow all of Apples warranty guidelines for repairs to devices. We mainly sell Apple products with our warranty to business and schools. CompanyCare doesn't cover any accidental damage to the covered devices. The repairs team that I am part of only communicates with our customers via a ticket system so I was able to re-read the ticket for this post. Just so everyone is aware Apple and AASP's only replace iPads things like screen replacements or battery repalcements are can't be done, I have tried to look for Apple service guides to take iPads apart but they don't exist and the only reason given is because Apple says so. I have shortened the length of the interaction with the customer this entire this took nearly 2 months. Characters: Me Business IT Tech - BT brackets are for my thoughts at the time as I remember them. Square brackets are for contextual information. Storytime: So its the start of work and I'm checking the ticketing system for any tickets that came in after we closed yesterday. I see a new ticket from one of our client schools for an iPad (Somthing easy to start the day off with). BT: Hey an iPad we bought less than 6 months ago has a cracked screen. The user had it in its case so this is not accidental damage, it must be defective. Image below. The image showed a iPad with multiple cracks going across the whole screen. The cracks clearly originated from a section of the left had side of the screen where it was most likely dropped. (Well that's clearly accidental damage, does this guy think I'm stupid) Me: Hi BT, from the image you sent me the iPad appears to have sustained accidental damage which is not covered by warranty. Please fill out the attached form so I can arrange collection of the device for replacement.[ the form just asks for a pickup address, if the device has been backed up and a full description of the issue] A few hours later BT responds with the completed form. In the issue description section BT has written. ' screen cracked while device was being kept carefully in its case, device is defective not misused. ' This guy clearly wanted a free replacement but our company has a zero tolerance on free out of warranty repairs/replacements. Either the warranty covers the issue and the repair is free or the client has to pay for the repair or the repair doesn't happen. So my go to plan is to ignore his statement that the screen just cracked on its own and offer a quote for the repair. Me: Since this will be a chargeable replacement would you like me to send you a quote for the replacement of the device. [the replacement cost was around £200 while a new iPad of that model would cost £700] BT: Well, that's disputable. The user says that despite the iPad being in its case and being careful the screen cracked without an accidental incident. It is up to you and Apple to prove the device was not inherently defective in the initial 6 month per the Sale of Goods Act. This is not the time for the quotation as we believe the product failed without any accidental damage. I rolled my eye's at this response but as I didn't want to get into an argument at the time so I arranged the collection of the device so that I could examine the device myself. I was hoping that they had damaged the screen previously and had a 3rd party company using 3rd party components to fix the issue so the warranty would be void[ this is quite a common thing that happened]. Also since I had only become fully qualified 3 months ago I wanted to cover all my bases before arguing with the client. Me: BT, when the iPad arrives it will be thoroughly inspected using Apples latest service guides to confirm the eligibility of the device for warranty service. BT: We will see about the Sale of Goods Act then depending on their findings. Have a great weekend. [ he clearly didn't realise that I was a repair tech not some customer service guy] When the device arrived at the repair centre I performed a extremely detailed inspection of the iPad and made over a page of notes of the damage describing each of the cracks in detail and quoted the Apple visual inspection guidelines in relation to every aspect of the iPad condition [ the display was not 3rd party]. The damage was a bit more extensive the glass around the camera had broken off ant the camera was completely exposed. I spent about 3 hours documenting this but I wanted this to be dealt with as fast as possible and good notes would be the first step towards that, luckily we were having a slow week and my manager was happy for me to not have to deal with another attempt to get a free repair. With a S**t eating grin I sent BT my findings. Me: Hello BT, We have completed a thorough inspection of your 6th gen iPad inline with Apple's Visual Mechanical Inspection guidelines. This insection has revealed that the iPads display has sustained multiple cracks and chips to the glass which have exposed internal components of the device. This unfortunately makes the device ineligible for warranty service making the repair chargeable. Please see the attached quote. Thinking that the guy would realise he was banging his head against a brick wall I felt quite satisfied and began working the new 2019 MacBook product qualifications. BT then kept coming back over the next few weeks asking questions about hoe the device was inspected and the and asking for specific definitions of the damage and eligibility criteria described in the service guide which we Apple doesn't allow us to disclose so I had to be intentionally vague about it which made him think I was trying to scam him. Eventually he responded with this. BT: Apple will need to make the final call on weather this is a manufacturing defect. As this item is less than 6 months old Apple should be providing us with a report proving the device is not defective, so until evidence is provided it is not inherently defective I believe we are contractually entitled to s free replacement of the iPad. This surprisingly pushed me over the edge and I didn't trust my self to respond to the arrogant son of a b**ch. I completely disassembled the iMac I was using and then put it back together to calm myself, when my manager noticed what I was doing I said I was just practising on it. Luckily we have a messaging system to get in contact with Apple's techs easily. I just sent them images of the iPad from several angles and requested a conformation of warranty eligibility. The Apple tech who I was in contact with told me to grow a spine and charge the customer for the replacement or send it back to them as I was wasting his time but he did confirm that the cracks were not a manufacturing fault. I agreed with him but our company policy is to get in contact with Apple when the customer requests it. I told myself this would be my last attempt to get payment for the replacement device. Me: Apple has reviewed the damage to the device and confirmed that the cracks in the display are not caused by any manufacturing process or materials used in construction of the device. Apple has confirmed that we can proceed with this as a out of warranty replacement. Please send over a purchase order for the replacement of the iPad or we will return the device to you as a unwanted out of warranty replacement. BT reponded quickly since if we put this down as a unwanted repair it would be passed on to the schools procurement team who would have questions. BT: Sorry for all the back and forth but I need that paper trail to satisfy my manager. Purchase order to follow ASAP. After that the PO came through and the iPad was replaced without further incident. Later I found out that the school was known to haggle over any and all chargeable repairs, so at least I was not the only repair tech to suffer under them. [link] [comments]  |
| Support asks if the landline I'm calling from is connected Posted: 19 Aug 2019 01:41 AM PDT I work in IT and I mostly work behind the scenes but sometimes I do get requests from help desk and I go there to assist. Also when I come home my family and relatives keep pushing me to help them fix their issues. So this time there is an issue with my parents ISP provider. The router needs to be refreshed from ISP side. Is a fibre modem, so usually the same box supports phone line and internet. Only issue was internet. I talked to support using the land line cause they usually ask if I want support I should use same landline. The the person in the phone line must have been tired or something cause he confused the fuck out of me. I usually did the basic steps before I made the call. Checking config page testing if it is from our side or their side. Checking if turning it off for 10 minutes. Nothing fixed it, so I made the call. I told the person my steps. Support: "Is the telephone line connected" Me: "umm yes, do you mean this telephone line that I'm using to call you that is connected to fibre modem" Support: " yes, check if cable is connected properly" Me confused " do you mean ethernet cable connected to router or th telephone line. Cause I'm calling you on this line. Is there any other telephone line I'm not aware off. " Support " yes remove the telephone cable and put it back again " Me confused " ummm the telephone would be disconnected, you are aware of that right? You want me to contact you again after I disconnect. Also issue is with internet not telephone so I'm confused" Support " can you please do that please" Me " okay *click" I redial Support "hello sir seems like the telephone is working fine now" I did the biggest facepalm in my life. I said " What do you mean telephone is working fine it was already working fine. I called you using the same line. The problem is with the internet not telephone. Can you please just make sure to check the issue" Support " okay sir , I didn't know" Me " okay just please lets move on. I already told you the steps I have taken, what else can you do. Maybe check on your side or send staff if the problem is with the line itself" Support "okay I fixed the issue was an issue on our side wrong account information ". I'm glad it worked fine but that call just confused me. [link] [comments]  |
| Posted: 19 Aug 2019 12:21 AM PDT A short storie that just happened to me. Non English native ,pls excuse. The place where I work i'm not realy it support..more like the go to knows some things and can fix guy. So I get a lot of little it problems that can be fixed with a bit of Google, or just magic ,like this one: Me: obvious c: college C: (me) , do you know something about ec-cigarrets Me: you mean..e-cigarrets? C: yes yes, I don't know...so..can the explode?? It's beeping. Me: your e-cig is beeping? C: yes..but I unloaded it and now it's beeping.. I'm soo frightened it explodes while I'm not home.. Me:when it's uncharged you don't realy have to be alarmed? C: yes ..but it's still beeping..I even powers down my mobile but it's still beeping every odd minute..I don't know where it is coming from. ( Thinking by myself..what a nonsense.. can't c even distinguish between mobile phone and....oohhh..wait!!) Me: do you have a smoke alarm in that room? C: yes??? Why??? Me: please check the smoke alarm when you are home.. the battery may need replacement. Tldr: coworker confused the origin of a sound; to much technic in house is confusing people [link] [comments]  |
| Unofficial USPS IT guy - 4 repost Posted: 19 Aug 2019 03:07 AM PDT The beginning. The first office my friend was working in was going to get a computer. The postmaster was an older man. People saw him as a father figure, friend, fun loving nice guy. He was so computer illiterate, it wasn't funny. This of course caused funny situations. It was set up for him and was shown how to send and receive emails. At the time, that's all it was used for. The postmaster would check for emails 3 times a day. The computer used a dial up modem. This caused issues for updates. One day the postmaster received a phone call about updating the computer, he asked my friend about it. My friend told him to set it up Saturday night and let it go all weekend or forget it. The postmaster smile. Ok, I'll forget it. There were several simple problems the postmaster asked my friend about. How to save, cut and paste, what happens if I dump a 40 oz soda in the back of this thing? Things like that. My friend asked why he hated computers the way he did. The postmaster said, whenever he pushes the buttons, bad things happen. How bad? The postmaster smiled and told this story. His friend wanted to email him, keep in contact. His friend wrote down instructions, step by step, how to use email. Even gave him a computer. The postmaster followed the instructions and a strange screen came up. He turned off the computer and didn't touch it again. A couple weeks later, his friend asked why he hadn't email him. The postmaster explained what happened and the strange screen that appeared. His friend looked at him in disbelief, your not supposed to be able to get into that. It sounds like the main programming for the internet. Did you do anything on that page? The postmaster smile, yeah, I didn't like the way this side looked so I made a couple changes. His friend yelled No! You're not supposed to . . . The postmaster stopped him and said he turned it off. I told you computers were bad for me. My friend smiled, it was also that postmaster that told others about my friend. And word travels fast. Before retiring, that postmaster said he would have stayed long if it wasn't for that monstrosity on his desk. (Pointing at the computer) [link] [comments]  |
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