As a result, it was decided that the repair, including the cover, would be free of charge…
But I still don’t like the support’s response.
Circumstances leading to the conclusion
Support: “As a result of manufacturer confirmation, we have confirmed that we cannot accept repairs for the camera and cover unless they are repaired simultaneously.”
Me: “Understood. Please tell me au’s proposal based on that.”
….Up to this point, it seemed the support was implicitly hinting at a paid repair of 5,400 yen. But…
Support: “This time, au will specially bear the repair costs.”
In this way, they revealed their hidden card.
From my perspective, if they had pushed for a paid repair, I was going to press them on why they didn’t tell me about the service that could refresh it cheaply if I waited another 2 months, so the discussion moved towards agreement.
In terms of customer satisfaction, it was the lowest level.
Basically, if you cannot provide something that exceeds the level customers expect, customers will simply leave.
This time, even if it ultimately resulted in a free repair, it became something I could never be satisfied with.
Like this time, in a troublesome case, despite offering an insurance service beforehand, the sales tactic of pressing for a paid repair doesn’t seem like a good strategy for au either…
Apple Support’s response, do you know about it?
That’s all, it was a rant… Sorry for the long and disorganized writing…