I want to share a frustrating experience with Apple and see if anyone has advice. My mother, who is 74 and lives in Dusseldorf, recently bought a phone, charger, and headphones from an Apple Store in Milan. A week later, the phone stopped charging because the charger was defective. When we reached out to the Apple Store in Dusseldorf under warranty, they claimed the charger was fake and wouldn't exchange it, even though it was purchased from an official store. The staff seemed indifferent about the whole situation. What should we do now?
4 Answers
I’m not trying to be rude, but are you sure it was a legit Apple Store? They don’t usually sell fake or refurbished items. It might help to look back at the receipt and all correspondence—sometimes there’s something that can clear things up.
Calling Apple’s Hotline is a good move. With the serial number, they should be able to see if the charger is under warranty and might help with a replacement. It’s frustrating when the staff seem indifferent, but they might have a better solution.
It's weird to hear your mom got a fake from an official Apple Store. Apple doesn’t sell open box items, so maybe there’s a misunderstanding? Are you sure it was the actual Apple Store and not a third-party seller? You might want to check with the store in Italy about their returns and see if they can help verify the purchase.
I totally understand your frustration. I've worked with older folks, and they sometimes want to hide mistakes. It's important to get accurate details, though; did your mom get a receipt via email? That could help clarify things. If she still has it, you might want to show it to Apple for further assistance.
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