過保固仍爭取到免費整新機 - iOS

By Elizabeth
at 2018-01-07T13:14
at 2018-01-07T13:14
Table of Contents
2018/1/2
我的iPhone 7 Plus 突然相機異常,顯示黑屏無法拍照,去神腦信義授權中心檢修,初步
測試後鏡頭故障報價2700,心想保固才過一個月就GG實在很幹,不過原本就打算撐兩年再
換機所以就送原廠報修了。(當天下午2點多送修)
兩小時之後,原廠工程師來電:先生您的手機更換鏡頭似乎還是無法拍照,重新安裝軟體
測試也都不行,這是很少見的情況,主機板應該有問題,因為台灣無法維修主機板,只能
自費14000換整新機,你同意嗎?
我心想太離譜了吧,我回答拒絕自費14K換整新機,幫我維持原機,我去現場跟工程師討
論。工程師說:其實很少見,一般換鏡頭就應該正常了,不過你的就是不行,而且你的手
機維持很好看起來跟內部檢查都沒有損傷,但是我們測試了兩次還是不能拍照,原廠規定
只能換整新機了,只是你已經過保固所以必須付費......(當天下午五點多)
開始了一場與Apple客服PK之旅
0800-095-988這是專屬客訴專線,先告訴各位,電話很難播,等很久轉接會斷線,愈等心
情愈不好,不過他是免付費不用擔心通話費,由於客服是隸屬新加坡總部的,所以你必須
適應大陸腔的客服,回應你的要求,然後重複的鬼打牆回答你,先生您過保了,所以必須
付費......
當天我打了三次,第一通被高級專員掛電話,第二、三通在轉接的過程中斷線了,真的超
扯!!我懷疑是不是他們故意掛斷的,因為電話很難播,藉此消耗戰力,讓我知難而退...
...
(後來發現官網可以預約客服回電,而且非常準時,系統回撥等待的時間比較短,這個是
很重要技巧,然後每一通電話都會有預設的案件編號,你必須記住這個編號,不然每通電
話都重新來過,你會累死而且也達不到訴求)
2018/1/3第二天
因為前一天累積三小時等待與溝通經驗,前晚就先在官網預約技術人員通話,預約中午12
點,約莫12:03電話顯示來自新加坡網路電話打來,直接跟專員說給你案件編號,我的訴
求相信系統都有紀錄,誰可以處理我的問題,這時候專員突然來了一招,你在維修中心嗎
?我們需要與工程師三方通話(心中大喊:趕羚羊!誰這麼閒啦,不用上班整天耗在這裡
打電話就飽了啊,)心有不甘結束這通電話,然後我又立即線上預約下午四點抽空去維修
中心跟客服PK,最後在我鍥而不捨溝通訴求,最後一通電話窗口是客戶關係的產品專人親
自跟我對話,當下也真的要求與維修中心的工程師對話,確認我的手機狀況,沒有任何摔
傷及內部浸水的情況,最後答覆我說,他會向上申請免費更換整新機,需要3-4工作天會
回覆我,請我無需再致電客服了...
2018/1/4
早上10點多,產品專員親自來電告知,申請通過了,請我儘速去原廠更換整新機,歐耶!
!
我的原始保固到2017/11/20,特別說明溝通過程中,口氣溫和但態度堅定,持續訴求不放
棄,還是可以爭取合理的處理方式,以上提供大家分享,
手機拍板有點混亂
--
我的iPhone 7 Plus 突然相機異常,顯示黑屏無法拍照,去神腦信義授權中心檢修,初步
測試後鏡頭故障報價2700,心想保固才過一個月就GG實在很幹,不過原本就打算撐兩年再
換機所以就送原廠報修了。(當天下午2點多送修)
兩小時之後,原廠工程師來電:先生您的手機更換鏡頭似乎還是無法拍照,重新安裝軟體
測試也都不行,這是很少見的情況,主機板應該有問題,因為台灣無法維修主機板,只能
自費14000換整新機,你同意嗎?
我心想太離譜了吧,我回答拒絕自費14K換整新機,幫我維持原機,我去現場跟工程師討
論。工程師說:其實很少見,一般換鏡頭就應該正常了,不過你的就是不行,而且你的手
機維持很好看起來跟內部檢查都沒有損傷,但是我們測試了兩次還是不能拍照,原廠規定
只能換整新機了,只是你已經過保固所以必須付費......(當天下午五點多)
開始了一場與Apple客服PK之旅
0800-095-988這是專屬客訴專線,先告訴各位,電話很難播,等很久轉接會斷線,愈等心
情愈不好,不過他是免付費不用擔心通話費,由於客服是隸屬新加坡總部的,所以你必須
適應大陸腔的客服,回應你的要求,然後重複的鬼打牆回答你,先生您過保了,所以必須
付費......
當天我打了三次,第一通被高級專員掛電話,第二、三通在轉接的過程中斷線了,真的超
扯!!我懷疑是不是他們故意掛斷的,因為電話很難播,藉此消耗戰力,讓我知難而退...
...
(後來發現官網可以預約客服回電,而且非常準時,系統回撥等待的時間比較短,這個是
很重要技巧,然後每一通電話都會有預設的案件編號,你必須記住這個編號,不然每通電
話都重新來過,你會累死而且也達不到訴求)
2018/1/3第二天
因為前一天累積三小時等待與溝通經驗,前晚就先在官網預約技術人員通話,預約中午12
點,約莫12:03電話顯示來自新加坡網路電話打來,直接跟專員說給你案件編號,我的訴
求相信系統都有紀錄,誰可以處理我的問題,這時候專員突然來了一招,你在維修中心嗎
?我們需要與工程師三方通話(心中大喊:趕羚羊!誰這麼閒啦,不用上班整天耗在這裡
打電話就飽了啊,)心有不甘結束這通電話,然後我又立即線上預約下午四點抽空去維修
中心跟客服PK,最後在我鍥而不捨溝通訴求,最後一通電話窗口是客戶關係的產品專人親
自跟我對話,當下也真的要求與維修中心的工程師對話,確認我的手機狀況,沒有任何摔
傷及內部浸水的情況,最後答覆我說,他會向上申請免費更換整新機,需要3-4工作天會
回覆我,請我無需再致電客服了...
2018/1/4
早上10點多,產品專員親自來電告知,申請通過了,請我儘速去原廠更換整新機,歐耶!
!
我的原始保固到2017/11/20,特別說明溝通過程中,口氣溫和但態度堅定,持續訴求不放
棄,還是可以爭取合理的處理方式,以上提供大家分享,
手機拍板有點混亂
--
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